We engaged the services of Martin Kelly of IBD in June of this year after struggling for the best part of 2 years with an inconsistent BMW CSP performance within Aftersales. We had tried different form of analysis and actions, some of which produced short term gains but none that offered us a robust and long lasting solution to our problems. I was confident that on the whole my team were good performers and that there must be a way to engage in a slightly different way with our customers to ensure that we could command the scores and 5 star ratings that I felt we deserved. Martin made the CustomerFirst process quick and painless and within a matter of weeks we had leapt from being ranked in the bottom of the league tables to 8th for BMW. As with all good training and coaching schemes of course it didn't just end there… We are now in the midst of a continual improvement process to ensure that we keep achieving scores that we can all be proud of. Martin is part of the 'Wood Family' now and I would not hesitate to recommended him to anyone who wants to truly embrace excellent customer service-CustomerFirst!

Lara Stopps, After Sales Manager Wood BMW Salisbury

I would like to add my thanks for all your support during the training, as you pointed out to us, we are performing at a high level but there is always room for improvement and we can always learn new techniques and skills to further improve the service we give to our customers. Your points around adding value to the job at the point of vehicle check in as well as at the point of invoice made a lot of sense and this is now in place. The action plans were very helpful, particularly our mystery shopping of local service competition which we plan to repeat on a quarterly basis. Even though we are performing very well, we found this training very useful, so my point is, a dealer who is not at our level would benefit massively from this training/coaching.

Dave Morphy – Cox Group Aftersales Manager

Working with Mandi was an absolute pleasure, she listened to everything we spoke about on her 1st visit to Lancaster Honda, we felt comfortable to tell her what we were happy and confident withand what we struggled with/needed help with. Mandi made a big impression on all of the service team at Lancaster Honda. The workshops held at Blackpool Honda were brilliant, Mandi had put a lot of thought into every aspect we discussed, which helped us to create our action plans. We talked about customer journey processes and the vehicle health check and how to feel more confident about dealing with upset or angry customers. Mandi’s visits were very productive and informative which helped us all and gave us some good processes to put into action.

Lauren Cross - Senior Service Advisor - Motor Trader Advisor of the Year 2011

We are now launching the Honda Aftersales Marketing campaign to help the dealers retain customers and attract lapsed customers. IBD’s support has helped us position our offers’ to “match the mood” of customers and provide a value proposition that reflects the current economic climate.

The build on this campaign was an important factor, digging out competitor intelligence and providing the facts to support the marketing team and testing with the regional managers. All the research and testing was very positive including feedback from the dealer council. I’m looking forward to proving feedback on the results and the next step for customer Journey development.

Matt Gibson, Honda Head of Customer and Aftersales

Your mentoring support with team members has really increased their confidence and helped us achieve a stronger position with a key supplier. The facilitation  also has resulted in a robust supplier plan and key measures that both parties agree to and has been very worth while investing in a day or so a month.

Mick Doyle, Honda Manager Customer Understanding

Great news, it’s just been announced that we have WON the prestigious BMW/MINI Approved Bodyshop of the year! I understand from the BMW feedback, that the key differentiator was the 2010 Marketing Plan aligned to the Customer Journey process. So you should also be pleased!

Thank you for your expertise and development support...

Darren Blunden, Barretts Group Aftersales Manager

Thanks for all your help and assistance with the 'Customer Journey' programme at Bavarian.  The team have really embraced the tactics and absorbed discussion points raised. This has had a great effect on our Customer Satisfaction/CSP position. Almost at the end of 2010 our current CSP place is 1st in market area, 2nd regionally, and 2nd nationally!

When you consider our position at the start of the ‘Customer Journey’ this is just amazing and we as a management team are delighted to finish the year in such a positive way.

Customer communication and team collaboration appear to be the big factors in how we have improved our business; again this has been initiated and driven by your training and coaching schedule. Once again thank you for a well delivered and rewarding programme.

Philip Murphy, Director Bavarian BMW Belfast

Many thanks for your contribution the Bodyshop Conference BE2010.  The overall feedback on the event was overwhelmingly positive…
Your Customer Journey session received the best feedback of the whole event! You can now be extremely pleased for obtaining the only 100% Excellent/Good marks!  Here are some delegate quotes:

“A very interesting session which taught me a thing or two and clearly captured the imagination of the audience”
“Martin is very good at interacting with people and making learning and listening interesting"

David Murby, Bodyshop Conference BE2010 Moderator

We pride ourselves on delivering the highest-quality service and customer experience. This workshop built upon this ethos and taught us how to optimize every customer contact within the service repair environment and to increase the sales opportunities available to us.

Paul LeHegarat, Advisor, Cotswold Motor Group

The practical research helped us understand enquiry to sales conversion and where the Aftersales team needed support. We then tackled Job Descriptions as a foundation and IBD provided further HR support to help the realignment of our business. This was essential to match the customer journey emphasis and direction of our business. This work underpinned our sales and customer satisfaction results.

David Greaves, Aftersales Manager, Derek Woodman

I have something amazing for you! Our BMW Service Customer Satisfaction Performance score is 91.57%, we are now 6th in the country a very long way from our starting position. The hard work is paying off!

Amy Middleton, CRM Manager, Knights BMW Staffordshire

I would like to thank you personally for a fantastic and superbly delivered workshop on the Customer Journey, my team have really embraced their experience and found a new passion for delivering Customer Service. It is refreshing to hear my staff speak so positive about a workshop and how they propose to deliver their action plans.

Philip Murphy, Director, Agnew Group Belfast

The PDP programme is really a very cost effective method of motivating and engaging the team to own their development. It fits with our core values, in particular continuous improvement. We believe that this unique Personal Development Programme will help ensure we continue to build and develop a unique customer experience that will set us apart from our competitors

David Crowder, Dealer Principal, Evans Halshaw

This had been the best aftersales training event I have attended in 32 years; it kept me interested throughout the whole day. I want to implement the Customer Journey framework across Aftersales.

Bill Rae, Aftersales Manager, Harry Fairbairn BMW Glasgow

IBD UK have worked very closely within our Dealer Group, on an initiative to influence more interaction between departments and to generate more business through reciprocal referrals across the group. Our aim is to generate more business opportunities through Sales, Service, Parts and Bodyshop, for the benefit of the group, as a whole. IBD have helped us to overcome scepticism from Senior Management, by making thorough presentations backed by Industry facts and figures, and by carrying out mystery shop exercises throughout the group.

IBD followed up presentations with a day of coaching with nominated dealer representatives, to emphasise the opportunities that are still available to us, despite the difficult economic climate and declining business environment. The day was innovative, exciting and met with great enthusiasm by all concerned. I am in no doubt that the work of IBD UK will show real benefits to our company, by instilling a teamwork ethic, coupled with increased profitability.

Russell Hind, Group Manager, Lloyd Group

It is really amazing, just a few small changes to current documents and some new business tools can really make a positive business influence.

Steve Gibson, Director,


The primary research completed on our business and with all our team members has helped us to understand the next steps we need to take to compliment our CustomerFirst strategy. IBD’s approach and feedback from our team was excellent. I would have no hesitation in recommending their methodology.

David Vickers, Managing Director, Knights Group

The relaxed atmosphere and wealth of good examples made this an enjoyable and productive day. I left the workshop with a sound list of things that we can do differently, ranging from converting more cash assessments, to improving our marketing methods.

Paul Harrington, ARC Assessor, Loders Motor Group


We pride ourselves on delivering the highest-quality service and customer experience. This workshop built upon this ethos and taught us how to optimize every customer contact within the body repair environment and to increase the sales opportunities available to us.

Paul LeHegarat, Bodyshop Advisor, Cotswold Motor Group

I believe Customer First PDP to be a very worthwhile exercise and the proof is in the Customer Satisfaction  scores. A lift from the mid 70's to the high 80's is a great achievement and  I feel that without the help of IBD we wouldn't be at this level. IBD have guided us through a great process which has paid dividends.

Matt Gorman, Aftersales Manager

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