DRIVEN BY E XPERIENCE
Welcome to the Vindis Group
A WELCOME FROM THE VINDIS FAMILY Firstly, may I thank and congratulate you on the purchase of your new vehicle. I am delighted that we have been able to help you with your latest purchase. However, I also want to highlight that for the Vindis Group, we hope that collecting your car and driving it home is not the end of your customer experience but is rather the beginning! As a family owned and run organisation, we hold true to our values that we believe makes us unique and different from other motor dealers - that we offer an ownership experience that is not matched by any other. This is why we challenge ourselves to constantly look at ways that we can innovate our products and offerings, providing the very best customer experience. The relationship we have with each individual customer is something that we truly cherish. The Vindis Group Welcome Pack gives us a chance to tell you what we will be doing for you during the tenure of owning your new vehicle, for however long that may be. It provides us with the opportunity to share some of the other exciting products and services that we can offer you over this time; and it also furnishes you with the information to make informed decisions and know who to contact should you think of any questions you wish to ask. We hope that the experience of buying your vehicle, and the service you received, was extremely satisfying and we look forward to welcoming you again soon. Kindest regards,
Jamie Vindis Managing Director
The Vindis Group Welcome Programme
The handover of your new vehicle was only the start of your journey through our welcome programme. We have a number of exciting services and offers for you and some will not be what you’re expecting. Yes, we will keep you up-to-date with new product information, services that we provide and offers. We would also like to share news and events from within the Group through our magazine and email newsletters. However, we can’t keep in touch with you properly through just sending letters, emails and making telephone calls. We want you to feel welcome to visit us at any point. As you are now a member of the Vindis family, the Vindis Group Welcome Programme is more than just asking you to come and visit us for a cup of tea; we have a number of exciting things that we would love you to be a part of too.
SETTING YOUR EXPECTATIONS
VINDIS TEST DRIVE FOCUS GROUP
We want to give you a chance to enjoy your new vehicle and then after three months we will call you. This will be a very informal telephone call to see how you’re getting on, as well as, ask you to feedback on the handover experience. This is not going to be a customer satisfaction call, we will ask you about what you expect from us during the ownership of this vehicle, why you chose the Vindis Group and what we can do to ensure that you feel as valued as you genuinely are by our businesses.
We invite every customer to register to be a part of our unique Test Drive Focus Group.
We will then call you again after 20 months to check that these expectations have been met to ensure we are truly delivering the high performance we target ourselves with.
Places in the Focus Group are limited but the lucky customers selected will be invited to come to one of the Centres within our Group to test drive some selected vehicles and review them for us. These videos will be published on the Vindis Group website and our Social Media accounts. You could be a part of somebody’s journey to purchasing the car of their dreams. To register your interest, please contact us by emailing marketing@vindisgroup.com
FREE WASH AND VAC VOUCHERS
VINDIS TROUBLESHOOTERS
At the back of this pack are six vouchers for a free wash and vac at the centre you bought your vehicle from. These vouchers can be redeemed at any time during the ownership of your new vehicle.
You will have been shown how to work any gadgets, buttons and the multitude of technological features that your new vehicle has as part of your handover.
Please call us in advance to book your vehicle in and then you will be invited by the servicing team to enjoy a drink while we give your vehicle a courtesy wash and vac.
In the excitement of picking up your new vehicle, we would understand if you find you have forgotten some of things that you were shown. Don’t worry if you aren’t getting the most out of your vehicle, you’re not alone. In fact, it is a little known fact that most people only use about 20% of the features available to them.
This is a little gesture from us to say thank you for your custom.
Most customers feel uncomfortable or too embarrased to come in and see us to ask for help. With this in mind, we have Vindis Troubleshooters in each of our dealerships. Just come in and speak to one of our team who will be happy to spend as long as necessary helping you with any query from changing the time when the clocks go back to demonstrating the Satellite Navigation.
AFTERSALES EVENINGS Finally, you will be invited to our Aftersales Evenings. These evenings are very informal and are held by every centre in the Group. We hold these evenings so that you can come in and speak to our team from the Head of Business to our Sales Executives and Service Advisors. These are great events and provide you with an opportunity to ask questions, look around our facilities, peek inside the latest models in our showrooms and generally have some fun.
Outstanding Businesses; Managed by Leaders; Valued by Employees; Cherished by Customers.
How to keep in touch with us
WE WANT TO HEAR FROM YOU There are a number of ways to keep in touch with us and we love to hear your feedback. We have a number of Social Media accounts where you can find out about the events from within the Vindis Group network. Our accounts include: • Facebook: /vindisgroup • Twitter: @vindisgroup • Google+: +vindisgroup • YouTube: Vindis Group • Instagram: vindisgroup To get a taste of our Social Media please visit www.vindisgroup.com/blog where you can get a taste of what we do in our unique digital hub. Also look out for our monthly enewsletter, eDriven, as well as out lifestyle magazine Driven, which is published three times a year. Of course, we also welcome you to pick up the phone or drop in to see us at any time, we’d be delighted to hear from you.
Welcome to Servicing
INTRODUCING YOUR AFTERSALES TEAM When you bring your car to any Vindis Group service workshop, you can guarantee the highest standards of customer care, at a competitive price. Bentley, Audi, SKODA, Volkswagen and Volkswagen Commercial Vehicles all have fixed price servicing offers. What is our real differentiator is the benefit of having genuine manufacturer parts fitted by trained technicians. Our technicians have thorough knowledge of your car from the inside out. As standard, there are also many services that we provide free of charge every time your vehicle is with us: • Complimentary vehicle health check • Wash and vacuum • Collect and return service • A courtesy vehicle • A lift to your workplace or home • Two-year’s parts warranty • 12-month’s guarantee of work undertaken • Environmental disposal of used parts and oil.
Thank you
Das Auto.
Commercial Vehicles
Š Vindis Group Ltd. January 2014