Leeds based Suzuki and Mitsubishi dealer, Luscombe, has seen revenue and used car sales growth as a result of a renewed customer focus and the use of video technology.
The dealer has also received recognition from the broader industry with awards for customer service and its use of video in the past year. MD Robin Luscombe, commented, “We strive hard to offer the best experience for our customers and being honoured by the Motor Trade at all their national award ceremonies is confirmation for us that we are doing the best we can. We have had a major focus on enhancing our video in the past year to make our customer experience even more engaging.”
“Our customer feedback and reviews demonstrate our philosophy of ‘not selling’ but ‘helping people to buy’, backed up by ‘Straight Talking Sales Staff and Managers who Come out of the Office’ is noticed and appreciated by car buyers. Video works really well for us throughout our marketing and fits perfectly with our emphasis on delivering a transparent and personal service to our customers who feature in some videos giving their first-hand experience.”
Luscombe’s most recent year end results show turnover up 4.9% and used car sales up 34.8%, more than making up for a reduction in fleet business, resulting in a 26% increase in revenue. The dealer attributes the business’ continued progress to its decision to focus on the customer experience 7 years’ ago, and its early adoption of customer reviews. Luscombe’s has found that the presence of customer reviews on various sites has increased consumers’ trust and confidence.
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