ETS Recognised As One Of The Best In The World
April 25th 2019 Written by Mark Masters
It is official, ETS Truck & Van are one of the top 20 best dealers in the world.
The MAN Service Quality Awards brought together service outlets from across the globe to compete in a series of qualification rounds to determine the winners.
The qualification rounds consisted of online questions, mystery shoppers and the final teams to take part in theory-based and practical exercise in Munich, Germany, during March.
Out of 1,500 MAN dealers worldwide, 700 companies entered the 2019 competition.
There were no British companies who made it to the final, apart from ETS who were awarded 20th in the world. There were 24 companies that were invited to Germany for the finals.
The final was won by a German dealer, with runners up from the Netherlands and Austria.
Darren Gale, ETS director, led the team throughout and recognised the importance for a British company to be acknowledged on a much wider scale. “To be the only representative from the UK to make it to not just the final event but successfully make it through the first and second rounds means a lot to all of us. We are flying the flag for every MAN dealer within the UK and to highlight that we have an abundance of skilled technicians and office staff represents the heartbeat of the business.”
The focus for the Service Quality Award is centred on team performance, company skillsets and quality delivery. It is a way to monitor service as well as a benchmark for customer satisfaction levels going forward.
Ryan Parker, parts manager, highlighted the importance of the ETS team working together in the final event that brought companies from across the globe into one location. “Bringing what we do every day into a competitive environment was a completely different experience for all of us. For instance, we had to identify genuine and non-genuine parts, take part in blindfold tests as well as a practical examination where we had to identify the faults on the bus and truck test.”
“It brought us together and to show the rest of the world that a company from Poole can go head to head with anyone.”
The Service Quality Awards has been an activity that ETS has participated in every year, but with the stringent nature of the process, this is the first time that we have made it to the global final. With our experience in recognising what we have learned in 2019, can hopefully put us in a stronger position as we aim for the top ten.
ETS managing director, Colin Gale, looked at the whole occasion with a sense of pride. “I know that the team worked extremely hard to reach the final. We have been a part of the commercial fabric here in Poole since the early 1990s. To be recognised on a worldwide level is something where we all recognise that what we are doing it right.”
“Any achievement is appreciated. Our focus is to continue the momentum and make sure that every customer we work with feels a part of the ETS delivery. We play a key role in the business of others, we will make sure that continues.”
The Service Quality Awards have been running since 2010, ETS are looking forward to entering for the 2020 competition.