Sytner Solihull BMW – Luke Hanmer
We all know that understanding individual customer needs and going the extra mile is important for sales and workshop staff alike. But catering for a customer’s disability requires careful, thoughtful treatment – as you’ll see from our Workshop Video of the Month winner for August, Luke Hanmer of Sytner Solihull MINI in the West Midlands.
Luke understood before the video that the customer in question is hearing impaired, and so took a different approach. The intro was printed out on a sign that he held up for the camera (as well as being spoken), and he goes on to make an extra effort to make measurements like tyre tread depth as clear as possible for the customer to understand. More printed signage helps the customer understand work that will be needed in the future, and when the vehicle will be ready for collection.
The proof of the success of this video is found in the five star rating received from the customer, and the multiple times that it’s been viewed. Well done, Luke, for creating a video that is as inclusive as it is comprehensive and professional.