Sheppy garage rewarded for dynamic service

2011-08-19 00:00

PORT SHEPSTONE’S Loader Motors, popularly known as the “Zebra Garage”, was recently awarded a gold certificate by Engen for dynamic service in KwaZulu-Natal.

It was awarded the honour in 2009 as well.

Owners Ernst and Cynthia Vlok said they have a strict policy on customer service and every year attendants go to a workshop to keep up to date with customer satisfaction trends.

“To ensure that we are keeping up to their standards, every month Engen sends a mystery customer to the garage,” Cynthia said.

The customer then rates the service and an attendant who delivers 100% service receives R350 on the spot.

If a garage receives 100% service for three consecutive months the attendants receive R5 000 to split amongst them. For a 100% track record for the year they win R17 000.

“We had 100% for 11 months, but unfortunately we missed out on one month because of an ex-employee,” Ernst Vlok said.

He said that part of their success is due to the fact that they as the owners set an example for the staff.

“We work all around the circuit, whether it is with the cashier or the pumps. And when a customer calls and tells us that he received great service, we make a big deal about it to motivate our staff and tell them that they are appreciated.”

Petrol station manager Janet Ndebele agreed: “We work very well as a team and we are actually like a family. We have fun while we work, so that makes a big difference.”

The garage also won an award for its landscaping, creating a pleasant environment at the garage.

“These awards are great and we are all thrilled with them … it also motivates us,” Ndebele said.

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