UK Enterprise 2020

123 | UK Enterprise Awards 2020 Since its establishment in 2015, Martin Brothers Motor Company has dedicated itself to offering personalised and informed buying experiences and award-winning, fair and transparent aftercare service to car buyers in Tyne and Wear and surrounding regions. Constantly evolving to provide the highest level of service to its customers, Martin Brothers has implemented several strategies to keep their customer service, including sales and aftersales service in peak condition. This includes the opening of a service centre in 2018, in which all vehicles can be thoroughly tested and checked, a full MOT be conducted, and all advisories cleared prior to sale. This expansion also allowed for a greater portfolio of services to be offered to customers, that includes remapping, DPF refurbishment, carbon cleans, major and minor repairs, air conditioning, free health checks and more. In addition, Martin Brothers now offer service plans and bespoke 12-month warranty packages to ensure customer satisfaction even after the sale is complete. They have invested in social media experts to promote the firm’s online presence, and their team has grown to include eight administrative and managerial roles and ten experienced mechanics. While the growth of the workforce has been slow at times, retaining staff has never been a problem. Positive relationships exist between team members owing to the support offered to each member. The organisation recruits qualified, experienced Jul20318 Best Independent Car Sales Business 2020 & Automotive Client Service Excellence Award - Tyne & Wear: Martin Brothers Motor Company In the past five years, Martin Brothers Motor Company has grown from a dealership stocking just fifteen cars, to a successful independent car dealership stocking over 140 cars with a dedicated eleven ramp service centre. We took a closer look at this Hebburn-based car dealership to find out their keys to successful growth. staff who are dedicated to creating excellent customer service, as well as supporting employees who are gaining their qualifications, giving them the opportunity to begin their careers in a successful, established enterprise. Central to Martin Brothers’ successful growth has been listening and learning from customers, so as to create a seamless sales and post-sales experience that is tailored to their clients’ needs. By investing heavily in aftercare of cars and customers, Martin Brothers has created lasting relationships that help establish longevity in business. Having been operating for five years now, the firm is now starting to see clients returning for their second cars, safe in the knowledge they are guaranteed excellent service and a choice of high-quality cars. Based in the UK, Martin Brothers are answering a consistently high demand by consumers for cars. Over 77% of UK households own a car, and 5.1million households have two. However, several mainstream car dealerships have been forced to cease trading or reduce size in recent months owing to the recent pandemic. Martin Brothers, on the other hand, have managed to continue trading, thanks to swift implementation of contactless sales and repair services that have been highly commended by clients. The company also offered half price MOTs and discounted repairs to NHS and Social care workers. The growing online presence being cultivated by the team also made sure Martin Brothers stayed relevant, even as the UK economy slowed down. As retailers of all industries and size recognise the increasing need for digitisation, Martin Brothers are learning all they can and adapting effectively to accommodate distance selling, paperless selling and contactless buying. It is as a result of the excellent customer service that has been cultivated over the last five years that has enabled such growth for Martin Brothers. As the consistently glowing feedback from their clients proves, this company only continues to excel. Company: Martin Brothers Motor Company Contact: Nick Martin Website: www.martinbrothersmotorcompany.co.uk