Stephen James Cycles

Design visual of Stephen James Cycles

Posted on 9 September 2011 | 10:10 am — Read this on Blogger

IMPROVING SERVICE BUT NOT YET UNRIVALLED

As you know we are interested in customer feedback and have been working hard to see our customer service levels increase.

BMW UK publish all customer comments on their dealers’ websites. Please find below some of the comments from the Stephen James websites recently that are a real indicator that we are heading in the right direction…………

"Very helpful, friendly, knew their product."

"Thank you for making my fairly large purchase a happy memorable one Stephen James."

"I would have absolutely no hesitation to recommending the dealership to anyone thinking of buying top end car as the whole process was very smooth and hassle free. I was fully kept informed when there was a change of personnel and introduced to Nick Reynolds so the process could continue seamlessly."

"Julian Blackwell could not have been more accommodating to us. Fantastic Service"

"Completely satisfied with her experience. However no follow up contact received, this is not a complaint as customer did not require one"

"What can I say other than a Gold plated service"

"The staff at the dealership really added a personal touch to my experience of buying a new car. This is a truly rare quality in sales personnel these days. I did not feel at all pressured and was able to ask any questions that came to mind, which were all helpfully answered. I cannot thank the staff enough for all their time and attention, especially Riaz Sham."

"My sales consultant, James Goodwin, was outstanding throughout the process of buying our car. I would recommend anyone thinking of buying a BMW, to go to him."

"The whole experience was fantastic. I felt like royalty. The service throughout has been first class.”

"I was frustrated that the car delivered was a manual and not an auto as ordered. In fairness to the salesman, he rectified this within days and took his Sunday off to ensure I had my car delivered as promised."

"5 star"

"Very helpful, more than willing to come out and look at things for us"

Yes we have a way to go but it’s top of our agenda and unrivalled it will be.

Posted on 8 September 2011 | 8:51 am — Read this on Blogger

Your Say

Over the past 2 months we have run 8 customer focus groups. This has allowed us, with the help of an independent facilitator, to understand how you feel we can improve our customer care.

We have had the privilege of having over 60 active sales and service customers into our dealerships to help us understand how we can improve the way in which we take care of you.

Please watch out over the Summer months as we respond to your feedback. One of the most significant developments will be 'Stephen James at your Service'. We have a keen understanding that we exist to serve our customers, and whilst we have some areas for improvement, I can assure you that our number 1 priority is you.

As always if you have any feedback do e-mail customers@stephenjames.co.uk.

Here's just one way in which we are responding to your needs - see one of our new 'SJ at your Service' shuttles. These will be used to drop customers to the station once they have left their car with us for a service.

Posted on 17 June 2011 | 8:29 am — Read this on Blogger

Who Is Stephen James?

I have recently been writing an internal document called ‘Living the Values’. In the introduction there is a section about the history of the company and I thought you might find this part interesting………………. In 1972, my father bought a used car showroom called ‘Stephen James Autos’. Mr. Stephen James never existed. The showroom was named after the previous owner’s two sons: Stephen and James. The new showroom boasted recently fitted signage featuring the Stephen James name above the door. Duncan decided that it was a shame to get rid of the new signs, so he changed the name of his own company instead! We have been delighted to remain under this banner for almost 40 years.

Posted on 4 March 2011 | 9:07 am — Read this on Blogger