cover feature
Driven by Customer C.A.R.E.
and the Environment
Regular readers of aBr will know all about the teachings of Dr Trilogy, and his constant refrain that
C.A.R.E. = Customers Are Really Everything. Someone who lives and breathes this philosophy is
Action Motor Group Krugersdorp
Hartogh Streicher, dealer principal at the Action Motor Group Krugersdorp.
➲ Hartogh Streicher, dealer principal at Action Ford, is leading the way in both customer care and environmental awareness
T
he flagship of the Action
Motor Group is its Action Ford
dealership at 201 Voortrekker
Road, Monument, Krugersdorp, and a
telling statistic is the fact that 70% of
Action Ford’s vehicle sales come from
repeat customers and referrals. This is
extremely high and Streicher attributes
this to the customer care culture that
he has inculcated at his dealerships.
And it is little wonder that Action Ford
always ranks as one of the top CVP
dealers (Customer View Point), as
independently measured by Ford Motor
Company of Southern Africa via Ipsos
surveys.
Streicher says that “customer service
level measurement is just as key as
financial measurement” and that is why
he has implemented customer care
initiatives at Action Ford. He is acutely
focused on the after sales side of the
business, as this is where he can stand
out from the rest, and he proudly points
out that many of the referrals come
from customers who have had their
vehicles serviced at the dealership. One
example of this innovative approach is
the one coffee shop that serves both
the vehicle sales and service clientele.
Another example is the paperless
workshop system which was
implemented on 1 May 2014. Electronic
job cards have many benefits, not
least the time saving aspect, but the
critical benefit of electronic job cards
is the guidance this system gives
to the technicians in the inspection
| words in action
16
june 2014
of the vehicle, which results in a
comprehensive evaluation of the car,
as well as the road safety benefits.
And of course, the saving of paper is
environmentally friendly, and this is the
biggest passion of Streicher, and the
reason for this cover feature.
A visit to Streicher’s office will soon
give you a clue to his environmental
credentials, with a wild life photography
book taking pride of place on his coffee
table, but it is in conversation that you
soon realise that environmental issues
are close to his heart. He is active in
many environmental initiatives, and very
close to home, right next door to the
Action Ford dealership, is the Vleiloerie
Bird Sanctuary, which is currently under
rehabilitation, under the guidance of