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Robins Diary

The John Lewis Partnership

 

I have noticed that John Lewis and Waitrose are spending an absolute fortune promoting the inclusion of ‘Partnership’ on their branding, obviously they see the value of a business with the right culture running through the core of the company.  I must say if I didn’t know it before, I have certainly realised the value of a strong customer-focused culture in a business.  

 

As some of you will know I suffered a back injury in February and, following an operation in June, I am only just starting to be able to spend a couple of hours at work, and it’s been a very tough time for me!  I never realised long-term chronic pain affected the brain as much as the body.  However, thankfully the business has carried on almost completely unaffected, and it’s not down to rules, processes, computers, etc, that’s very difficult to do well when dealing with customers, we have all come across problems when rules get in the way of common sense, but when everyone involved in the business feels part of it, decisions are made based on common sense, and what is best for the long term good of both the customer and the company, and this has certainly been the case.  Not once in seven months have I come across a problem where anyone has hidden behind a process or  policy - granted we may not be perfect, but I feel the whole workforce really have got the ‘partnership’ thing sorted, have felt the lovely warm feeling of satisfaction when customers leave happy, and that has been the strongest emotion.  Zero hours contracts are not for us and the so-called ‘Gig Economy’ can come and go, but treating staff and customers with respect will always generate better results.

 

You may wonder why I mention this - I think we all notice great service more than ever before, we used to be a nation of people who didn’t complain, and just put up with anything, but not anymore!  It’s what we now notice, and it’s what has made me incredibly proud of everyone at the dealership, and given me a very warm feeling for having created a car dealership with a difference.  In my opinion, it is the biggest reason for our success, and to see John Lewis, who are certainly one of the successes recently in retail, invest in such a campaign, is certainly an endorsement of our own culture. 

 

A massive thanks from me to all the staff, or should I say ‘partners’, as they certainly share the fruits of their efforts, and hopefully I’ll be back to full time work in October.

 

“Great things in business are never done by one person.  They’re done by a team of people” Steve Jobs

Call me: 07984 647938
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Not From Leeds? Not a Problem!

In the 5 years since we opened, our reputation for excellent customer service has spread far and wide. We now find lots of our customers come from much further afield to buy from us.

Why?

  • We are open, honest & trustworthy! We have built our whole business on this principle.
  • So much so, you can ring our MD direct on his mobile.
  • We make it easy and stress-free! No more endless battles with pushy salespeople to get the best price
  • Because the most effective advertising for our business doesn’t come from us, it comes from our many happy (and genuine) customers who leave reviews on our service
  • How do we know they’re genuine? Because only verified customers can leave a review.

How?

  • Communication is key! Our sales executives are extremely experienced in responding quickly and effectively to email and telephone enquiries, and have the latest technology allowing them to send photos and videos of our cars to customers further afield.
  • They are also empowered to give part exchange valuations via email or telephone (subject to vehicle condition being as stated) allowing customers across the length and breadth of the UK access to the very best deals.
  • With our close proximity to the M1, M62, M621 and A1 motorways, plus our free pickup service from Leeds Railway Station less than 2 miles away, getting to us is easy too.
  • Can’t make it to Leeds? No problem! We deliver too.
Please note locations are approximate for privacy reasons.

Take a look at where some of our customers have come from to get the Luscombe’s service.

Hear from our customers

Great Experience - Saw the car that we wanted at a reasonable price, and was offered a good part ex price for ours, the whole experience was problem free with good communication from Andy the sales adviser. Highly recommended., Linda B
Clear, unequivocal answers and accurate advice - The service I received was prompt and courteous. The dealership states that it has " straight talking sales staff and managers who come out of their offices " and that is absolutely how it is.  Andy Manchester the member of the sales team with whom I dealt gave clear, unequivocal answers to my questions and accurate advice with regard to the accessories I`d need. Buying a car is always stressful to some extent as it involves a great deal of money. Andy`s approach helped to de-stress the whole experience and I was hugely impressed with the Luscombes dealership.  Mr S B
I have never had such a good experience when buying a car - Hi Robin I would just like to say "thank you" to you.  I have never, in all the time I have been driving, had such a good experience when buying a car - and I have had lots of cars in my time.  Matt was very helpful and even came with me for a test drive when I picked up the car last night.  He then put some petrol in the car, something I have never come across before as usually the car is on fumes when picked up.  To then find that the car had nice new mats was an added bonus. Your way of working is superb and I have already been singing your company's praises and will continue to do so. Kind regards Jane R
The staff were excellent - The staff at Luscombe Mitsubishi were excellent, they gave me time to go over everything. They took me for a test drive and explained everything I needed. JB

PLEASE FEEL FREE TO CONTACT ME ANY TIME - YOU CAN EMAIL ME AT ROBIN@LUSCOMBEMOTORS.CO.UK OR MY MOBILE 07984 647938.