Performance in People is a perfect fit for us. Their experience in the industry meant they really understood our needs... read more
Paul Franklin-Slattery
Retailer Relationship Manager, GM UK & Ireland
PIP focused on the need to translate mystery shopping output into real changes in staff behaviour...read more
John Fossey
Sales Development Manager
Mercedes Car Group
January 2006 - PiP are awarded prestigious Volvo Contract
Performance in People, specialists at measuring and improving customer service and sales performance skills, has announced a programme with Volvo Car UK Ltd.
Performance in People was hired by the car manufacturer to undertake an extensive mystery shopping and dealer coaching programme. It embarked on a range of mystery shopping programmes across Volvo's UK dealer network to measure and develop the behaviour required to deliver a better customer experience. In addition, it has organised a coaching programme to develop sales teams and managers to improve the customer experience.
"This has been a very exciting programme. Volvo wasn't just interested in measuring performance standards, they were committed to achieving sustainable changes in behaviours," says Mike Dalloz, Managing Director, Performance in People.
"To achieve this we had to go to the heart of all dealerships and transfer coaching capabilities in how to recognise, encourage and develop all levels of sales and service performance. Combining a mystery shopping programme with coaching for Volvo's managers has meant translating the company's highly successful P.R.I.D.E. service standards into measurable structured reporting, so delivering a robust, credible programme that provides high quality and accurate material for the newly empowered coaches to work with." Performance in People is also working with other car manufacturers and dealership groups including Honda, Ford, BMW, Vauxhall and Mitsubishi.
Following on from the success of the coaching programme for sales managers, Volvo have extended the programme to all aftersales managers.
Spring Digital