Notes from the meeting room: Jonathan Brogan

Meeting chaired by: Jonathan Brogan, sales manager, RRG Kia Bury

Why was the meeting called and who was in attendance? All the sales department for our weekly sales team meeting

What was top of the agenda? Moving forward and keeping up standards.

During these strange times we have learned to adapt our approach with our customers. Although essentially the selling process is the same, what we must do going forward is provide a world class service to every prospect we have.

Our online activity is essential and the speed and quality of our service to potential online customers is key. Our customers’ journey starts online more than ever due to the current climate. We all understand that we need to change our approach with online shoppers, although we generally have a great approach we have noted we can be even better. We also agreed to keep up the very high standards of safety due to Covid-19 and the law.

What was decided as a result of the meeting?

We have agreed to embrace the new way and work with the it rather than against it. Communicating with customers via a video link such as Zoom has been discussed, as has the idea of using Citnow for more distant sales. It will also be used for pre-delivery of new cars and as a thank you follow up tool as well as the traditional phone calls and emails.

All leads will have the current follow up rate of less than two minutes which must include a full personalised video of said car. Management will monitor this as a main priority going forward.

Any other business?

It was discussed within the group that customers visiting our site are normally greeted with a warm smile as we know body language is a massive part of selling. Wearing face masks makes communication very difficult to read/understand therefore we all will now wear plastic face shields rather than masks. This will make it so much better for everyone while still keeping our staff and customer safe which is a priority.

When the next meeting, and what is it about? Ongoing quarter four meeting. After an amazing quarter where all records have been broken, we need to not get complacent and think ahead of the curve for a future business therefore we plan ahead and try to stay ahead of the game. So, it will be back to basics and how can we improve.

About the company

• Company:  RRG Group
• Head office location: Salford
• Principal business Retail and service of new and used cars
• Number of employees: 800 over 25 sites