Two-Time Motor Trader Award Winners
Posted on 11th July 2019
On the 10th July 2019, the HPL Motor team headed back down to London for our second Motor Trader Industry Awards, also known as the ‘Oscars’ of the car industry.
We are proud to say that we won the Customer Care Award this year! After winning Highly Commended in Customer Care in 2018, this award shows our improvement over the past year and how much we value our customer's care.
Read what the judges had to say:
The initials of this steadily expanding used car supermarket in Greater Manchester stood for Heaton Park Limited when managing director Jonathan Herman set it up in 1992. Today they are spelt out as Honesty Produces Loyalty, a motto that expresses the approach it takes to customer care.
Herman says 50% of its sales come from repeat customers. “Once you’ve joined the HPL family, you’ll soon see why you needn’t look anywhere else.”
It still operates from its small original site in Atherton, but the main part of the business is a bustling showroom on the edge of Oldham town centre, which is supported by a nearby workshop and valeting facility. HPL has also reached an agreement to add showroom space for up to 100 more cars there when a Volkswagen dealership moves out in September 2020.
Before then, it will open another large supermarket in Preston, close to the M6. It is 22miles away from Oldham, sufficiently distant to serve a separate market in central and east Lancashire, but near enough to manage.
Herman’s passion for customer care has been reinforced by what he has learned from regularly attending NADA dealer conventions in the United States. He told us that he believes car purchasing is moving towards a click and collect model — HPL is structured to enable customers to take delivery of a car within one hour of purchase — and he constantly monitors customer feedback to find areas to improve.
This has led to the recruitment of additional reception staff and technicians, and there is a no quibble promise to replace any car if a customer is dissatisfied after taking delivery.