The Ichiban Award is only bestowed on the top-performing retailers from across Europe, recognising those who have gone above and beyond to offer their customers the best possible service. Ron Brooks Ilkeston is celebrating winning the sought after Ichiban award in 2022.
The business has been Ilkeston’s Toyota dealership since 1962 and prides itself with putting its customers first. We spoke to Mike Lane, Group Operations Manager at Ron Brooks Toyota Ilkeston about what it takes to win the coveted Ichiban award and what he thinks makes truly great customer service.
Why do you think you won the Ichiban award? What efforts did you have to go to, to make it happen?
Steve Batchelor (Sales Manager), Jessica Fearn (Host), Jon Hagues (Group Accountant) and Jack Ford (workshop Manager). Ron Brooks, Ilkeston, Derbyshire. Ichiban.
“I think it’s because we’re consistent with our customer service – it’s been at the forefront of what we’ve done since 1962 – it’s about putting customers first. We do the basics really well – it’s a culture, that’s what it is. We have many long-standing people in the business and they teach how we do things to all our colleagues we employ.”
How does it make you and your staff feel to have won?
“So proud. It’s one of the highest accolades within Toyota. Recognition for longevity and culture of business and for the staff who are recognised for their part in delivering an exceptional customer experience.”
Do you have examples of where your staff have gone over and above to deliver customer excellence?
Mike Lane (Group Operations Director). Ron Brooks, Ilkeston, Derbyshire. Ichiban.
Jack Ford, workshop manager said: “We recently serviced a customer’s car and he came and took it away. Later that evening I picked up an email from him when I was home. He’d broken down – nothing to do with the service – and his car had been recovered. He was going on holiday the next day, so I came back in and picked up a loan so he and his family could still go on holiday. When I gave him the…
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