Judges recognize COVID response with Chorley Group Customer Service Award


Chorley Group has emerged as Lancashire’s Best Company for Customer Service at the annual Red Rose Awards.

The judges selected the AM100 automobile distribution group, featured in the current issue of AM magazineas the winner of the event’s Customer Service Award after acknowledging that it “has always placed customer service at the heart of its offer”.

The recipient of multiple AM ​​Best Dealerships to Work awards, Chorley Group operates 15 franchise car dealerships in the North West and employs over 350 people.

Commenting on his most recent award, Chorley Group Managing Director Adam Turner said: “This award is a testament to the fantastic team we have at Chorley Group. We pride ourselves on our ability to adapt quickly and effectively to the changing retail environment, remaining responsive to changing customer needs, which has been particularly important in recent years.

The Red Rose Awards judges noted that throughout the pandemic, when social distancing and safety were a top priority, Chorley Group was able to support and meet customer needs with various new initiatives, including interactive chat options, with average response times of 10 seconds.

In the June edition of AM magazine, Turner explained how the company piloted its lead management with the creation of an eight-person digital response team, working shifts from 7 a.m. to 11 p.m., seven days a week, to support the efforts of its site staff sale to detail.

Turner said: “When the first lockdown was announced, we were able to jump into action immediately to ensure we were able to deliver vehicles and continue to help our customers.

“The first lockdown taught us a lot and we implemented various measures efficiently and quickly. We also learned that it was vital to be able to stay in touch with our customers, especially when they couldn’t make it to the showrooms.

Turner added, “It’s always nice to be recognized and win awards for the service we provide to customers. But we don’t do it for the rewards – we do it because we believe it’s the right thing to do to keep us on the cutting edge of customer service.

Chorley Group embarks on a growth mission, following its March 2021 entry into the Vauxhall and Mitsubishi franchises with the acquisition of Lancashire-based 06 Ormskirk Ltd, with the March 2022 acquisition of two new Citroën dealerships from BCC Cars.

Turner told AM, “Organizations our size have two options, grow or leave, because the industry is moving so fast and the big boys are getting so big.”

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