May 20, 2024 Ford South Africa’s Annual Merit Club and Dealer, Beginning of Year Conference, Neale Hill, Ford Motor Company Africa,
Annual Ford Dealer Awards
Ford South Africa’s Annual Merit Club and Dealer Awards remain a highlight of the year, celebrating the hard work, dedication, and passion of more than 150 Ford dealers and distributors in Southern Africa. The awards recognised performance across various areas, including sales, aftersales, Ford Credit, Ford Protect, profitability, and dealer standards.
At the Beginning of Year Conference Neale Hill, President of Ford Motor Company Africa, highlighted the significance of the partnership between the dealer network and Ford South Africa. “The dealers are the brand's face for customers and their success directly contributes to Ford's success. The collaborative efforts of teams and dealer partners is enhancing the customer experience, leading to increased service offerings and customer satisfaction ratings. Innovative initiatives like Pick Up and Delivery and Express Service were introduced to elevate service standards, resulting in record sales numbers and improved customer feedback,” says Hill.
In reference to the Dealer Awards, Ford South Africa highlighted the pivotal role of the Dealer Satisfaction Index (DSI) in fortifying dealer sentiment and relationships. The DSI, an annual survey administered by the National Automobile Dealers’ Association (NADA), serves as a barometer of dealer satisfaction across various facets of their association with Ford. This feedback is of immense value, providing dealers with a platform to offer insights while enabling Ford to gauge the efficacy of its dealer network strategies.
The significance of dealer sentiment feedback, indicating the robust and positive relationship between Ford and its dealers, is likely to yield positive results for all stakeholders and customers. Such relationships cultivate heightened loyalty, performance, and competitiveness within the market. Dealer satisfaction significantly impacts customer experiences, perceptions, and purchasing decisions, thus solidifying its position as a cornerstone of Ford's business strategy.
To address any potential issues identified in the DSI survey, a new seven-step process has been implemented by Ford. This process encompasses acknowledging feedback, communicating its significance, pinpointing root causes, devising action plans, providing resources and support, monitoring progress, and commemorating successes.
This ties in with the concept of Ford Operating System (OS) behaviours, which define the expected norms, values, and attitudes for Ford employees when engaging with each other and dealer partners. These behaviours aim to build the relationship with dealers and enhance collaboration and partnerships. The Ford OS strategy, shared by Neale Hill, encompasses Company Values and Culture, Customer-Centric Approach, Innovation and Technology, Business Processes, and Collaboration and Partnerships.
At the conclusion of the Dealer Awards, Rola Ford Robertson received the overall Ford National Dealer of the Year Award, with Lazarus Ford receiving the Category A Dealer of the Year, and the Human Auto Group named the Group Dealer of the Year. This was the first time in years that a small rural Dealer received the coveted overall award, underpinned by Dealer Principal Karen Moller and her teams’ hard work and dedication.
Congratulations to all the winners!
Dealer of the Year 2023
Winner
Category E
Rola Ford Robertson
Category D
Action Ford Mokopane
Category C
Halfway Ford Waterfall
Category B
Action Ford Roodepoort
Category A
Lazarus Ford
National Dealer of the Year 2023
Overall
Group Dealer of the Year 2023
Human Auto Group
Oct 31, 2024 0
Oct 30, 2024 0
Oct 29, 2024 0
Oct 28, 2024 0
Oct 25, 2024 0