Brompton launch UK dealer accreditation programme
As part of its commitment to delivering the best possible experience to consumers, Brompton has launched a programme to accredit its UK dealers.
The scheme will allow consumers to easily understand the different levels of service every UK Brompton dealer offers; each shop will have their strengths promoted via the Brompton dealer locator on the Brompton website.
The programme comprises two separate areas of expertise, each area assessed independently of the other:
1. Workshop and servicing
2. Sales and customer care
By treating these as independent areas of expertise, it will be possible to promote the specific skills and resources of Brompton dealers in the network. Making this information visible to consumers will drive custom to the most appropriate locations and improve the experience of the Brompton consumer. In addition, the scheme will reward committed dealers and consolidate consumer loyalty to both Brompton dealers and to the Brompton brand.
The programme was first launched to the UK Brompton dealer network in 2012; this gave dealers the opportunity to engage with the programme and receive assessment or additional training before it was promoted to the public. Since last April, the vast majority of Brompton dealers have signed up to the programme and have completed their assessment. Feedback from our network has been positive, Ninon Asuni of Bicycle Workshop in Notting Hill, reports:
“We are extremely pleased with the accreditation scheme, especially as we have been awarded three cog status for our workshop and commitment to servicing. We have since found that customers are specifically seeking out our expertise, having seen our accreditation status on the Brompton website. We have a long standing relationship with Brompton and this is great recognition of that.”
Example of the dealer locator map on the Brompton website showing the location of some of the B-spoke (red) and approved (black) dealers in London: http://clients.squareeye.net/uploads/brompton/screenshotdealerlocator.jpg
There are four levels of accreditation on both sides of the programme; the highest levels of accreditation are ‘three cogs’ for the workshop and the title of ‘B-spoke Centre’ on the retail side.
• Three cogs means that the workshop has been trained in all Brompton specific servicing tasks and that they own all the Brompton specific tools required to carry out these tasks. They should also carry a wide variety of spares to get any Brompton owner back on the road as quickly as possible.
• The title of ‘B-spoke Centre’ promises that the dealership has four demonstrator models to showcase the various handlebar styles available, a good selection of bikes in stock and a wide selection of luggage and other Brompton-specific accessories. Staff will also have the expertise to offer advice to prospective Brompton customers on the best Brompton choice for them.
The key members of Brompton staff responsible for the training and assessment of the dealerships in the accreditation scheme are Karl Avery, Technical Training Representative, Andrew Finkill, Technical Resources Manager, and Philip Seryan, Brompton’s UK Dealer Representative. It has been a busy year for all of them but they are pleased with how well the programme has been received and are committed to delivering the best possible service. The accreditation scheme is part of an on-going process and Brompton will be working with dealers to continue to improve the service levels they give to consumers.
For a full overview of the accreditation statuses, for both the workshop and customer care programmes, please refer to the Brompton website. The programme is currently only active in the UK; Brompton plan to roll this out in other territories in the coming years.
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