Wayne Receives Volkswagen Award


Volkswagen's commitment to providing a premium customer experience is underpinned by the delivery of their Experience Principles. Volkswagen recently launched a Friday Wow Story initiative and they are pleased to announce their first winner, Wayne Lawrence.

Wayne recently moved from Robina Volkswagen to Gold Coast Volkswagen. Whilst still at Robina Volkswagen he delivered an experience to one of his customers that embodied their Experience Principles and made an unforgettable impact on the customers experience.

Isabella came to Robina Volkswagen at a time when circumstances could prove to be challenging however Wayne's actions and attitude made all the difference. Isabella explains:

"The service that was provided to me was just out of this world! I had my daughter with me and was nervous that I wouldn't be able to go through the process of buying a car with her there, however the guys at Volkswagen Robina were amazing. They played handball with her and kept her occupied while I could go through all the steps needed.

Wayne was just wonderful. He was friendly and made me feel right at home. The vibe when you walk in is great! It's relaxed and fun. I experienced the stiffness at another dealership and was happy to find Volkswagen Robina more relaxed and friendly!"

On receiving his certificate, Wayne gave the team an insight into his customer experience philosophy:

'I believe that every customer should be greeted with a genuine smile and a welcoming hello. I learnt a long time ago that we don't know what is going on in other people's lives (be it pain, stress, loss or happiness) so a genuine smile can help break down walls and barriers in most situations.'

Congratulations Wayne.


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