Launched in 1996, Isuzu Truck (UK) has grown from strength to strength with a nationwide dealer network in over 60 locations.
The company has crafted itself a strong reputation with its customer care service programme, which places an emphasis on aftercare. They are the only UK truck manufacturer to deal directly with customers and, notably, each member of the Isuzu Truck UK board can be contacted directly. The company claims to approach their business with a 'straight talking, no-nonsense approach'.
The reputation of the Isuzu Truck CARE programme is so widespread within the motoring industry that the company now advises other businesses on how to implement such a service within their own operations. CARE can be broken down into four key areas the company promises to make a priority, these being: 'customer facing', 'always listening', 'reliable and trustworthy' and 'efficient and friendly'.
The Boss
By her own admission a 'late starter', Isuzu Truck Managing Director Nikki King's rise to the top of the motoring chain could be described as nothing short of meteoric. Aged 40, and newly divorced, Nikki worked for several years at a Ford dealership before becoming MD.
Her next move was to vehicle leasing company Lex Plc, who spotted her winning instinct and offered her the chance to launch the first UK distributorship for Japan's Isuzu Motors. In 2004 Nikki led a successful management buyout from Lex. The directors and general managers bought in and the staff who worked for the company at that time received share options. Isuzu took 15% of the shareholding.
Believing strongly that to manage like a man is inelegant and ineffective, Nikki runs her company like a large family. She utilizes many of the skills that she learned bringing up her own family: time management, diplomacy, persuasion, politics, and negotiation.
She encourages working from home, job sharing, changing hours to suit domestic arrangements and bringing children to work if they are slightly unwell or the school is closed. The aim of this is to help many women, who have personal priorities such as children, elderly parents or husbands, to realise their true potential.
Since taking the motoring industry by storm, Nikki has picked up awards and accolades and has been pinpointed as an inspirational figure in the industry for both men and women. She has also been honored with the Award of Honorary Doctor of Staffordshire University and has invested time and attention in charity work.
As the MD of a distributor network, Nikki needs to ensure that her franchisees are happy and informed about the service and product that Isuzu Truck provides. Can she discover a way of policing each independent dealer, making sure that they abide by her customer service guidelines and maintain the reputation that she has sought hard to protect? And can she help see the network safely survive in the current economic climate?
