Director@Benham Motorrad
Registered user
Hi
My name is Steve and I am the Director of Benham Motorrad in Wolverhampton.
I have taken the decision to join this forum as a way to give all users the opportunity to contact me directly with any issues, feedback or concerns relating to our business. I have regularly been a user of other forums relating to my personal interests and so I am fully aware of and sign up to the protocols of using this site and I have also taken the decision to subscribe.
I give you my personal assurance that I will not use this site for commercial postings. I am merely interested in resolving any negative issues relating to Benham.
I have found forums to be an excellent source of information and help for users and discussing dealers good and bad points in the public domain has long been one of the favoured areas. In the past we have successfully resolved issues we were first made aware of through this forum. However, sometimes the OP does not give a true account of the initial issue nor gives the positive feedback when the issues is subsequently resolved.
I made the decision to take on the motorcycle franchise in 2009 as I am a passionate motorcyclist myself. As any business would do in these difficult trading times, we tried to incorporate the service operation within the car side of our business. Even with the responsibility being placed with managers who were bikers, this did not work. We did not provide the service levels that I wanted nor the direct passion and involvement that motorcyclists require. I tried it and got it wrong. My apologies. There is negative feedback on this site from that period and it is fair and taken squarely on the chin!
Our issue seemed to be the aftersales operatgion and not the sales.
Since August 2011, I have made our motorcycle operation a true stand-alone concern. Sure, this is not the most commercially efficient way to run that side of our business, but it is the only way we can truly serve our motorcycle customers in the way they want to and should be served.
In 2012 I appointed a very experienced individual called Andrew Fern as Motorcycle Manager and he has worked tirelessly to create a motorcycle operation that strives to emulate those true, great BMW dealers out there that have served their customers well for many years. You guys will know who they are.
Yes, we don't always get it right, we are human after all. One thing is for sure, we do not come to work to intentionally upset our customers as that would be commercial suicide!
However, when we have got it wrong in the past, I have never shied away from dealing with it head on. I want to know what is wrong with my business.
I am happy to enter this lion's den and deal with issues in the public domain because I don't want my business to give bad service to anyone. I am happy to debate issues, but all I ask is that if we do it in the public domain, it is honest, fair and descirbes the true story. I feel that being a part of this community will allow us to do that and hopefully, all users will ultimately benefit from this.
As I said, I will not use this media for commercial gain, nor will I discuss any issues relating to other dealers or BMW UK. I will deal with my own issues being those related to Benham BMW Motorrad in Wolverhampton.
I will attempt to monitior this site daily so hopefully my responses will be swift. If you need to contact me, either DM me, call me at the Dealership on 01902 457000 or better still, pop in and let's have a chat.
I hope you will see this as a positive step and that it shows my true commitment to ensuring that we can truly aim to meet the expectations of our customers.
Thank you
Steve
My name is Steve and I am the Director of Benham Motorrad in Wolverhampton.
I have taken the decision to join this forum as a way to give all users the opportunity to contact me directly with any issues, feedback or concerns relating to our business. I have regularly been a user of other forums relating to my personal interests and so I am fully aware of and sign up to the protocols of using this site and I have also taken the decision to subscribe.
I give you my personal assurance that I will not use this site for commercial postings. I am merely interested in resolving any negative issues relating to Benham.
I have found forums to be an excellent source of information and help for users and discussing dealers good and bad points in the public domain has long been one of the favoured areas. In the past we have successfully resolved issues we were first made aware of through this forum. However, sometimes the OP does not give a true account of the initial issue nor gives the positive feedback when the issues is subsequently resolved.
I made the decision to take on the motorcycle franchise in 2009 as I am a passionate motorcyclist myself. As any business would do in these difficult trading times, we tried to incorporate the service operation within the car side of our business. Even with the responsibility being placed with managers who were bikers, this did not work. We did not provide the service levels that I wanted nor the direct passion and involvement that motorcyclists require. I tried it and got it wrong. My apologies. There is negative feedback on this site from that period and it is fair and taken squarely on the chin!
Our issue seemed to be the aftersales operatgion and not the sales.
Since August 2011, I have made our motorcycle operation a true stand-alone concern. Sure, this is not the most commercially efficient way to run that side of our business, but it is the only way we can truly serve our motorcycle customers in the way they want to and should be served.
In 2012 I appointed a very experienced individual called Andrew Fern as Motorcycle Manager and he has worked tirelessly to create a motorcycle operation that strives to emulate those true, great BMW dealers out there that have served their customers well for many years. You guys will know who they are.
Yes, we don't always get it right, we are human after all. One thing is for sure, we do not come to work to intentionally upset our customers as that would be commercial suicide!
However, when we have got it wrong in the past, I have never shied away from dealing with it head on. I want to know what is wrong with my business.
I am happy to enter this lion's den and deal with issues in the public domain because I don't want my business to give bad service to anyone. I am happy to debate issues, but all I ask is that if we do it in the public domain, it is honest, fair and descirbes the true story. I feel that being a part of this community will allow us to do that and hopefully, all users will ultimately benefit from this.
As I said, I will not use this media for commercial gain, nor will I discuss any issues relating to other dealers or BMW UK. I will deal with my own issues being those related to Benham BMW Motorrad in Wolverhampton.
I will attempt to monitior this site daily so hopefully my responses will be swift. If you need to contact me, either DM me, call me at the Dealership on 01902 457000 or better still, pop in and let's have a chat.
I hope you will see this as a positive step and that it shows my true commitment to ensuring that we can truly aim to meet the expectations of our customers.
Thank you
Steve
