The Rola Volvo franchise in Helderberg has implemented its global parent company’s practice of assigning every Volvo owner his or her own Personal Service Technician (PST).
The PST programme combines the roles of service advisor and technician, giving all customers a single name and number to contact with regard to their vehicles’ services.
Says Rola Volvo brand manager, Ryan Chapman: “The cornerstone of this human-centric approach is customers’ very own Personal Service Technician, who’ll take care of everything to do with their car – from booking appointments to carrying out the service.
“And, as customers will deal with the same technician each time, they get to know the technician as well as they know their car. So, no misunderstandings.”
In Somerset West, the PST service has been combined with Volvo’s quick turnaround services. This means a customer can book his/her car, enjoy a coffee and free Wi-Fi and have it returned and ready in as little as an hour.
Two of the secrets behind this service is the way that service personnel work in teams, with different members responsible for different parts of the vehicle service. Rola Volvo also staggers service bookings to allow for PSTs to carry out each client’s welcome and final vehicle delivery, while giving clients an opportunity to fit their service into their busy schedule.
Chapman says before COVID-19, clients were invited to walk around in the workshop as part of the commitment to transparency, open communication and building lasting relationships with your PST.
“The technicians needed a bit of training in the beginning and have to be accredited each year, so it takes a lot of effort from our side. Rola Volvo has been doing it for around five years and the system works really well.”
Rola Volvo was crowned Dealer of the Year in 2018 and has been in the top three recently for both sales and – more importantly – after-sales.
MISA, the Motor Industry Staff Association (MISA), welcomes Chery’s investment in South Africa with the acquisition of Nissan’s historic production plant in Rosslyn, Pretoria, which will offer employment to the majority of Nissan’s affected employees.
Nissan has revealed key details of the all new Nissan Tekton, a compact SUV that will form the centrepiece of the brand’s upcoming product rollout and is expected to arrive in South Africa during 2026.
Range anxiety, a “chronic illness” most electric vehicle drivers experience, has been turned on its head by Volvo with its latest EX60 range.
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I have bad reflexes. I was once run over by a car being pushed by two guys
Woody Allen
Hyundai Automotive South Africa has officially opened its Hyundai Sandton City dealership at 183 Rivonia Road in Sandton, Africa’s most influential business district.
In an era when a vehicle purchase can be completed entirely online, from selecting trim levels to signing contracts digitally, the vast majority of South Africans continue to favour physical showrooms over virtual platforms.
“I am an electric vehicle convert, and it took me two years to secure the franchise rights of the EV brand I most admire and have been driving for some time, BYD,” says Marius du Toit, Managing Director of the 4Wheels Motor Group, which has several other dealerships of different brands in its portfolio.
