Jacqui talks about how she creates a 'First Class' service with her Reception Team at BMW Bristol.
Coming from a background managing cabin crews with one of the world’s most prestigious airlines, there is not much you could teach Jacqui about customer service at the highest level. Dick Lovett’s Reception Teams have benefitted from her experience and passion for providing exceptional customer service.
Having to retire from the airlines due to hurting her back, Jacqui was unsure of her next career:
“I didn’t know what I had to offer other than I loved looking after people."
Looking through the Bristol Evening Post one evening she spotted an advert that caught her eye; a Receptionist role at Jeep in Bristol:
“The Dealership was in Westbury and was a very small business; it was a very different role to what I have now. In fact I could have been doing anything from making tea and coffee to answering the phone, taking customers out for a test drive or building a car as their Administrator!”
Having gained some experience as a Receptionist, Jacqui applied for a role outside of the motor industry to try something different:
“When I tendered my resignation, you can imagine my surprise when I received a letter from Peter Lovett saying how sorry he was to lose me and if I ever wanted to come back to Dick Lovett, to just drop him a line. I didn’t think he even knew who I was...”
Having left the business, Jacqui disliked her new role and it was not long before she returned to the Group.
When she was watching the new BMW Bristol dealership being built at Cribbs Causeway, she could not believe that one day she would head up one of the best Reception Teams in the industry.
Jacqui is very clear as to why her team is so successful:
“You really have to love meeting people; you have got to be interested in people and want to help them sort out any issue in any way that you can. We make sure that our customers see how we care; that is what makes us different."
“My ethos is to look after customers as Peter Lovett looks after us. I remember in the very early days, the new BMW Bristol dealership had just opened and a poor member of staff reversed a car straight through one of the showroom windows when Peter was stood talking next to me."
"I must admit, my heart stopped waiting for his reaction... He rushed over to the car and asked him "Are you ok?". He replied saying he was fine and that he was ever so sorry for the damage caused to the window, to which Peter replied "Please don't worry about it - accidents happen." From that moment on I knew I was with the right company for me."
“I have seen a lot of change and growth; I welcome new people with new ideas, however the fundamentals stay the same – it is all about the customer experience."
Jacqui was recently awarded a prize as part of the BMW 'Shining Light' Challenge – every dealership nominates one person in their team who consistently goes above and beyond in their roles. BMW Bristol receives so many customer letters thanking Jacqui and her team for their help that it seemed a great way for the company to say thank you to her.
Dick Lovett has grown to become one of the South West's leading automotive retailers, representing a number of the motoring industry's biggest and most prestigious manufacturers. Come and grow with us.