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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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Hear what our customers have to say about us

Reviews and customers’ comments are a very important part of our business – we work hard to ensure that our customers are treated in the way we would like to be treated ourselves which is why we rely upon customer feedback to maintain our standards and make improvements where required. Here are some examples of customers’ comments...

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

Great Experience

Frank tells us about his experiences at Luscombe Mitsubishi

From the beginning we were greeted with a smile, good morning and the offer of a drink. Steve Atack was absolutely amazing, really friendly and made us feel at ease as we were looking for our first mobility car. He took my husband for a test drive and was really knowledgeable about the Mitsubishi Asx. We picked our car up this morning and Steve talked my husband through everything on the car. Thank you Steve, You are a credit to Luscombes.

Tracy D, Wakefield, West Yorkshire

Steve Atack was absolutely amazing

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, Bradford, West Yorkshrie

Matt was very helpful - your way of working is superb

Just want to pass on some positive feedback to one of your staff in the parts dept. I called in today (12/05/16) to collect some parts which I ordered a couple of weeks ago, upon collection I asked if they were pretty simple to put together, the young lad on parts (didn't get his name but a young Asian chap) was happy to help and come and assist in putting these parts on. Now I'm no expert but he was more than happy to do everything and even got wet for his troubles (when putting the washer cap on) but made sure all was in place before I went on my way. A nice extra touch from him and it left a very good impression on both staff and organisation.

Positive feedback! Beyond the call of duty

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

I have never had such a good experience when buying a car

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

The staff were excellent