Always Putting the Customer First

Author: Words from Pacific Motor Group Wirtten by Shari Hall
Issue 82

Always Putting the Customer First

Imagine proudly sitting in your brand new Jaguar F-Pace SUV, or zooming down the motorway in your sizzling Ford Mustang!

Perhaps the Isuzu UTE is more your style, and you’re heading out for a weekend of fishing and camping. The good news is, Pacific Motor Group has a vehicle for every lifestyle and every price point, and a specially designated Customer Experience Manager, Carmel Fulton, to make sure your buying experience is of the highest possible standard.

Three years into the job, Carmel has become a ‘non-negotiable’ asset for the group, which has locations in Currimundi, Maroochydore and Noosaville. Because most motor dealerships operate on small margins, personnel numbers are regularly reviewed and ‘non-productive’ employees - those not generating a sale - are often the first roles to be eliminated.

At Pacific Motor Group (PMG), the goal is to constantly understand and improve the customer buying process in an effort to supply consistent levels of customer care and satisfaction. For PMG, the Customer Experience Manager is an integral and necessary part of the team.

Carmel says, “My position is special because I become a part of the second biggest purchase most of us make in our lifetime - buying a new car. I work hard behind the scenes of the purchase process, and what seems very simple on the surface, can actually be quite complicated.”

Dealing with unique situations and customising the purchase process for each individual client is all in a day’s work for Carmel. Pacific Motor Group has a positioning statement - ‘Always Thinking’ - and it’s the job of Carmel and the staff to always be thinking about how they can satisfy the customer’s motoring needs, and how they can do this even better than they already do.

PMG prides itself in helping tailor the buying experience to meet the needs and preferences of the client, including structuring specific finance solutions.

“You may have a baby on the way and would like to increase your repayments before the birth and lower them whilst you are on leave. We can organise this for you! We can also bring the vehicle to you, rather than you visiting a showroom.”

Pacific Motor Group has a vehicle for every lifestyle and every price point, and a specially designated

Customer Experience Manager, Carmel Fulton, to make sure your buying experience is of the highest possible standard.

Pacific Motor Group even has a Concierge Program where the customer is chaperoned through the purchase process, even if it is not one of their brands. And why would they do this? Because it’s not just about the immediate sale, but about the relationships that are cultivated over time, thereby creating customers that are happy to return to them when they are next in the market.

Part of being a Customer Experience Manager is nurturing and developing these long-term relationships. The Group is proud of the many associations they have made with schools, local businesses, sporting clubs, charities, and community groups on the Sunshine Coast. Carmel is instrumental in maintaining these relationships, organising multiple events throughout the year, and constantly engaging the community and customers between their vehicle purchases.

Pacific Motor Group was originally established in 1986, and represents the Ford franchise for the entire Sunshine Coast. Purchased in 2005 by its current owners, it now comprises four locations across the coast, and sells Kia, Isuzu UTE, Jaguar, Land Rover, and Ford brands.

In July 2014, the group’s new modern facility in Maroochydore was awarded the Jaguar franchise. They’ve sold 150 Ford Mustangs locally, and in June 2016, they were the number one Ranger 4 x 4 dealer in the country, an impressive performance from a Sunshine Coast dealership.

Carmel and the 115 employees of Pacific Motor Group pride themselves on repeat and referral business. It’s their benchmark for success and their reward for always placing the customer’s needs first. And if someone refers a friend or family member to any of the PMG franchises, and a purchase is made, they will receive $100 as a special thank you.

Carmel moved to the Sunshine Coast six years ago to be closer to family, and she now has a little daughter of her own. Being a Customer Experience Manager has allowed her to become part of so many families on the Coast in her own special way.

“I have a passion for motoring and love to receive feedback on how we can do things better. Please email with any questions or ideas you may have!” e