Whakatane’s Ocean Ford is the latest Blue Oval dealership to earn the Ford Guest Experience (FGE) accreditation. 

It is also the first Ford New Zealand provincial dealer network member to score a 100% pass mark on the FGE assessment following the training period. 

For Ocean Ford dealer principal Stephen Hermansen, the perfect score to earn the FGE accreditation is another highlight and a significant achievement in an impressive Ford career.

He began his career as a car groomer in 1997 at KB Ford in Dannevirke and worked his way up to apprentice technician before qualifying as a technician.

Hermansen then took on the sales side of the business and went on to fill various sales roles, giving him a complete education across all departments within a Dealership.

He bought into Ocean Ford in 2008 and moved to Whakatane, and eight years later, he took full ownership of the dealership before embarking on an ambitious plan to take it to the next level.

In 2018, the plan was turned into a reality when land was purchased next to the dealership to expand the yard and make way for a complete redesign of the original premises. 

Demolition began in 2022 to make way for a new showroom and sales area, and by 2024, the dealership was rebuilt and opened officially with a Karakia by local iwi.

“From early on in my working life, the ultimate dream was to own a Ford dealership I feel very thankful and proud of being able to do so,” Hermansen says. 

“The entire team at Ocean Ford has put so much into the dealership over these past few years. It’s remarkable to receive the FGE Accreditation and recognition for all our hard work.”

“Ford is a fantastic brand, and now, with an amazing new dealership and a great team of people, we’re in a good position for the future,” he says.

The FGE accreditation is a mark of distinction and excellence awarded by Ford to dealerships that pass rigorous assessments designed to test every facet of the customer experience.

To achieve FGE, dealerships must meet standards of delivering exceptional customer service throughout the car-buying journey, including initial contact, the sales process, service appointments, and post-sale follow-up.

Key requirements include consistent customer-centric practices, employee training on Ford guest experience standards, adherence to quality service protocols, actively measuring customer satisfaction through surveys and demonstrating continuous improvement initiatives.

These assessments are designed to ensure Ford dealerships continually maintain and exceed standards of excellence in customer service.

Click here for more information about Ocean Ford Whakatane.

News source from - AutoTalk