SOME QUESTIONS FOR JUSTIN:
Question: What do you do to unwind at the end of a long day?
Answer: All going well, my working day ends at six o’clock, so during the summer months it may be a nice relaxing bob around in the kayak or a quick nine holes before sunset.
Question: What do you like the most about being an Aftersales Manager? Answer: Dealing with the customers, I’ve met some real car fanatics and many other interesting people. You learn so much by just talking, and understanding people helps when it comes to dealing with issues. Ultimately if you can turn a bad experience into a positive one, there’s no better personal reward than a simple thank you from a satisfied customer.
Question: What do you dislike most about being an Aftersales Manager? Answer: I cannot honestly say there’s anything I really dislike about my job. People often say, “I couldn’t do your job, having people shouting at you” but very rarely does it ever get to that stage.
provides me with a wealth of valuable data and a real insight into the level of service we’re offering. I’ll take on board any points that need action and relay all relevant details back to the team.
At our monthly meetings we review all comments and look at ways we can improve our service, which I think is good, as all the team take part in the process. Customer service is not just about our customers’ experience, but it’s also good for the staff. Their involvement plays a big part in helping to develop their own skills, which are critical to any successful operation. We also have site management meetings once a week to discuss every aspect of the business and to create practical working plans to be acted upon for the week ahead.
I’m always involved with issues that arise on a daily basis and am constantly ‘on the go’. My afternoon is all about ensuring that the vehicles in the workshop that day will be ready on time, and that customers are kept updated on progress. I’ll then be available to greet customers coming back to the dealerships to collect their vehicles, and to verify that each and every customer is completely satisfied with the Jacksons aftersales experience. Once the day is nearing an end, and customers are driving away happily, it’s time for us all to start preparing for the next day.
20/20 A day in the life of...
Question: How did you become an Aftersales Manager? Answer: I started as an apprentice mechanic back in Wales before moving to Jersey, where I continued my career as a technician. Although I loved this role, it became clear to me that I wanted to get off the workshop floor and be more involved with the customer service side of the business. I’ve never looked back!
Question: What advice would you give someone, either just starting their career or midway through their career, who wants to be an Aftersales Manager? Answer: Always be honest, try to put yourself in the customer’s shoes – and don’t take any comments personally. A training course I attended was about how we judge people and how we alter the service we provide, based on this judgement. Whether buying a newspaper or a expensive product, I always consider how the seller interacted with me – and I encourage my own staff to do the same. As my old boss, Tom Scott Senior, once said: “There is nothing that can’t be resolved over a cup of tea.”
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