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SMC Ford Sales Controller Wins 2022 BMS® Award

SMC Ford Uxbridge Sales Controller Ryan Barrett has won a prestigious BMS® trophy from the largest UK mystery shopping company for delivering outstanding service experience.

Mystery shopping involves posing as a real customer and recording the experience. Companies being assessed can then use this independent, unbiased feedback to improve their customer service.

There are many different methods used by mystery shoppers to collect information, including a written report after visiting a location in person, a report submitted after a telephone call to a company, or a video. Using a hidden camera carried by a mystery shopper is a powerful tool for gathering details about customer service.

Performance in People (PiP) was established in 2000 and has organically grown to become the largest UK mystery shopping company with more than 35,000 field-based operatives providing a range of services to improve customer experience and sales performance for most of the UK’s automotive retailers and some of the world’s leading brands, including Audi, Auto Trader, Ford, Halfords, Lexus, Nissan, ŠKODA, Vauxhall, Volvo, and Mitsubishi.

Performance in People runs a quarterly BMS® competition. PiP’s “Behavioural Measurement Score” is an effective method to objectively measure and develop the key behaviours that impact most on the customer experience. At the UK Customer Experience Awards, BMS® was crowned a Gold award winner for the UK’s Best Customer Experience Measurement.

For video mystery shops, there are six key behaviours:

  1. Friendly
  2. Enthusiastic
  3. Professional
  4. Interested
  5. Attentive
  6. Helpful

The quarterly BMS® competition gives staff featured on their video and telephone mystery shops the chance to win a monetary prize along with a prestigious BMS® trophy for delivering the best service experience and BMS® performance across the thousands of businesses assessed by PiP. Nominees are put forward by PiP’s Quality Controllers who are experts in customer service and recognising fantastic behavioural performance across multiple industries. The winners are then selected by PiP’s BMS® Manager and Senior Management team.

For the third quarter of 2022 our Sales Controller at SMC Ford Uxbridge, Ryan Barrett, came second out of all the video mystery shops carried out by PiP (regardless of whether they were automotive retailers or not). Ryan has worked with us for over 2 years and was recently promoted from sale executive to sales controller. He represents the first Ford dealer to win this award and was very pleased to win by guiding customers through the decisions they wanted to make, listening, and offering advice when asked.

Ryan (pictured below) was presented with his trophy and a bottle of champagne by James Donnelly (Sales Director, Allen Ford UK Ltd), Matt Brown (Marketing Director, Allen Ford UK Ltd), Ryan Crookes (Account Director, PiP), Chris Linney (PV Sales Zone Manager, Ford Motor Company), and Thomas Rankin (Quality & Loyalty Specialist, Ford Motor Company).