Re­nault’s suc­cess

Finweek English Edition - - ADVERTORIAL -

We make prom­ises to com­mit our­selves in mak­ing a sig­nif­i­cant im­prove­ment, and al­though it may be a chal­lenge, ded­i­ca­tion is re­warded with trust – the ba­sis for any suc­cess­ful re­la­tion­ship. This is what en­cap­su­lates the Re­nault Cus­tomer Prom­ise – Re­nault deal­ers have made a pub­lic pledge to their clients to con­vey the ut­most com­mit­ment to qual­ity and cus­tomer sat­is­fac­tion. Have they kept their prom­ise? Fin­week talks to the face of the Re­nault dealer net­work and chair­man of the Re­nault Dealer Coun­cil, Clive Thomp­son, to get the in­side story. “There has been a tremen­dous im­prove­ment in the level of ser­vice pro­vided by Re­nault deal­er­ships across South Africa,” says Thomp­son, who, as the chair­man of the dealer coun­cil, keeps a watch­ful eye over the op­er­a­tions. “Over the past three years in par­tic­u­lar, I can hon­estly say that the deal­ers, to­gether with Re­nault, have done their ab­so­lute best to im­prove the level of ser­vice and at­ten­tion given to clients.”

Ac­cord­ing to Thomp­son, the dealer net­work firmly be­lieves in, and pro­motes, the Re­nault Cus­tomer Prom­ise.

“I have im­mense con­fi­dence in the Re­nault brand,” he says. “Re­nault’s dealer net­work now cov­ers more than 90% of the mar­ket and fig­ures show that unit sales have more than dou­bled be­tween 2009 and 2012 with a dou­ble-digit in­crease year on year.”

Thomp­son Mo­tors is a well re­spected name in au­to­mo­tive cir­cles and Clive Thomp­son’s suc­cess with the Pi­eter­mar­itzburg fran­chise has al­lowed for his ex­pan­sion into Shelly Beach and Port Shep­stone.

Thomp­son’s count­less years of in­dus­try ex­pe­ri­ence as an in­de­pen­dent op­er­a­tor has earned him a wealth of knowl­edge and his un­der­stand­ing of the highly chal­leng­ing and com­pet­i­tive au­to­mo­bile in­dus­try makes for a good fit as leader of the Re­nault deal­ers.

“Each and ev­ery per­son is a rep­re­sen­ta­tive of the brand,” ex­plains Thomp­son. “Qual­ity means con­sis­tency and this is achieved by fol­low­ing cor­rect poli­cies and pro­ce­dures 100% of the time.”

The ded­i­ca­tion and loy­alty made by the dealer net­work’s cus­tomer-fo­cused ini­tia­tive are pub­licly and promi­nently dis­played for cus­tomers and em­ploy­ees alike at all deal­er­ships. The launch of this ini­tia­tive aims to make its prom­ises to cus­tomers mean­ing­ful and quan­tifi­able.

What comes of mak­ing a prom­ise to your cus­tomers? “Trust,” says Thomp­son. “Sta­tis­tics show that where a high level of trust ex­ists within an or­gan­i­sa­tion, com­mu­ni­ca­tion and re­la­tion­ships with all stake­hold­ers are im­proved. It makes cus­tomers, em­ploy­ees and in­vestors want to stay longer.”

He adds: “Both as chair­man of Re­nault’s Dealer Coun­cil and as a fran­chise holder, I have to say that the re­la­tion­ship our deal­ers share with Re­nault is built on trust, trans­parency and re­spect.”

Ac­cord­ing to Thomp­son, this is im­ple­mented through ad­mirable lead­er­ship. “Wim van Schie, vice Pres­i­dent of Qual­ity and Ser­vice at Re­nault SA, is pas­sion­ate about at­ten­tion to de­tail and im­prov­ing ser­vice lev­els.” In 2012, over 94% of in­di­vid­u­als who pur­chased a Re­nault freely de­clared they would rec­om­mend that par­tic­u­lar Re­nault deal­er­ship to a fam­ily mem­ber or friend.

“I firmly be­lieve in Re­nault deal­ers,” says Thomp­son. “Through my in­ter­ac­tion with them, I’ve come to see that they‘re a great band of peo­ple. I am con­fi­dent in any fur­ther in­vest­ments I make in the brand.”

Clive Thomp­son

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