Edney’s service manager Nick McRae won the national award for Hyundai recently. Nick said the award is a reflection on the
EDNEY’S service manager Nick McRae has outdone himself at the Hyundai annual awards night.
Last year Nick led his team to win the regional Service Manager of the Year award, and recently he was presented with this year’s national Service Manager of the Year award.
The award is presented to service managers who are rated by customer surveys.
The survey judges managers, and their team, amongst other things, on:
• prompt attention;
• timeliness of service;
• accommodation of customer schedule;
• staff courtesy;
• cleanliness of vehicle on return;
• thorough explanations;
• fairness of charges; and
• follow-up service.
“We are rated out of 10 as to what the customer feels and that is sent to Hyundai,” Nick said.
“It effectively rates me and Kate [Norton], our service advisor, and the work done on the vehicle.
“We can view some of the results, and it allows us to improve or rectify the situation.
“But the survey is just one part. There are other categories, like annual training targets for the team.”
Edney’s Leongatha was judged against other dealerships of a similar size.
For Nick, that means for dealerships that service around 15 to 20 vehicles a day.
While the award is fantastic recognition, Nick downplays his achievements.
“It was a surprise to win,” he said.
“But really, you’re not there to win awards; the recognition is good, but at the end of it, you do your job to your best and that’s it.
“It’s good to know we’re giving our best.
“Being the manager, I get the award, but it’s the whole service department that contributes.”
Nick oversees seven staff (six mechanics) and has been working at Edney’s Leongatha since 2007.
The award is the highest recognition from Hyundai in customer service.