New England Industrial Truck honored for 17 consecutive Service Excellence Awards by Nissan Forklift
Nissan Forklift Corporation recognizes ongoing achievements of New England Industrial Truck, Inc. as its dealer with the most consecutive Gold Service Excellence Program (SEP) honors. New England Industrial Truck, headquartered in Woburn, Mass., achieved gold-level honors in the Nissan Forklift SEP for 17 consecutive years. It became a Nissan Forklift dealer in 1978 and has earned the Gold SEP honor every year since the program was established in 1995. “We have a great team here,” said Dale Lewis, service manager at New England Industrial Truck. “It’s a team effort to achieve SEP honors.” New England Industrial Truck’s team of 17 service technicians uses the SEP guidelines as their standard service protocol. The company continues to enhance its excellent service through improving labor efficiency, establishing incentive programs and committing to continued education through monthly employee training classes. “SEP
principles are a part of our culture,” Lewis explained. “By adopting SEP guidelines completely, we’ve significantly improved our tracking and it helps our bottom line overall.” “Not only does New England Industrial Truck hold the most consecutive gold-level SEP honors, it is also one of Nissan Forklift’s oldest dealerships,” said Dan Domberg, director, customer quality and satisfaction, Nissan Forklift Corporation. “This dealership’s commitment to excellent service and long term commitment is an excellent example for other Nissan Forklift dealers to emulate.” Along with record SEP Gold honors, New England Industrial Truck has also been honored as a Nissan Nine Dealer of Excellence and with multiple Regional and National Service Manager of the Year awards. Nissan Forklift’s SEP, established in 1995, has an ongoing mission to provide a comprehensive program for its dealer service network based on the implementation of best-in-class principles covering technical and customer service practices. Through SEP, Nissan Forklift recognizes those dealers who cultivate an environment for delivering a truly exceptional customer experience, and ultimately achieve a competitive advantage in the markets they serve. Nissan Forklift dealerships that participate in the Service Excellence Program meet standards across seven main categories including business planning, employee competence and customer satisfaction. The standards in each area result in Nissan Forklift dealerships that provide more efficient work order processing and billing, well-trained and certified technicians as well as overall quality products and services for their customers.