1. Who’s making the moment?
46th Edition
FordRetail | Moments of Truthmomentsoftruth@fordretail.com
Moments of Truth has reached a
tremendous milestone – an amazing 20,000
nominations since the scheme started!
Thank you to you all for fantastic support of our Who made the moment?
reward and recognition scheme. The lucky 20,000th nominee was Kirsty
Lynch, Service Advisor, Staines. To celebrate this special occasion Kirsty
received a surprise presentation of gift vouchers and flowers together
with her certificate from John Leathem and Stuart Kerr.
Kisrty’s nomination read:
“My car needed repairs to pass the MOT and I had to bring
it back the day after to get the ordered bits fixed. When
I came back Kirsty informed me that by accident another
part of the car was damaged. The day after I had to go
back to hospital and being bank holiday Easter weekend
Kirsty helped me find a replacement car to use over
the long weekend. This was much appreciated as this is a
difficult period in my life due to time spent in hospital. Thank
you Kirsty for your help, assistance and warming smile.”
Nominated by a very happy customer!
CongratulationstoKirstyandcongratulationstoyouallformaking
somanymomentsforsomanycustomersandcolleagues.
Lindsay Cars, Ballymena staff
enjoying their Magic Moment
Kirsty Lynch receiving her 20,000th nominationaward from John Leathem, Stuart Kerr Team
Head Office celebrating their
well deserved nominations
LAPD staff celebrating their
well deserved nominations
Magic Moments
Northern Ireland
The team at Lindsay Cars,
Ballymena, have enjoyed a fun
night out over dinner and drinks
at Frankie Benny’s.
Lead by
example and
wear your
MoT badge!
After 20,000
nominations, we’re
still going strong!
Rod Brewer, General Manager,
@First has presented well
deserved nominations to LAPD
staff, a diploma certificate to
Gemma James and gift vouchers
to the Champions of Change,
Richard Bennett and Alan Pearce
as a thank you for their hard work.
Head Office staff have also been
celebrating their nomination
successes. Well done all!
20,000signatures,abitofwriter’s
crampbutstillmakingitpersonal!
Keepmakingthemoment.

2. FordRetail | Moments of Truthmomentsoftruth@fordretail.com
Jason Holman receiving his
award from Ian Wilson
Moments of
Truth Winners
Competition Winners
The answers from the previous
Moments of Truth competition:
1. Which of the following phrases would
be classed as positive language?
a) I want to...
2. What term is used when you
encourage an individual to follow your
way of thinking?
b) Pacing and leading
3. Customers for Life are more likely to...
b) Recommend Ford Retail to family
and friends
The lucky winners drawn at random
from all the correct entries were:
■■ Andrew Oakley
Warrington
■■ Michael Convery
Boucher Road
■■ Carole Grzebisz
Bradford
Jason’s scratchy moment
Jason Holman, Valeter, Barnsley,
went the extra mile.
“A customer came to collect his
car late in the evening, on closer
inspection we found two light
scratches on the car. Jason who
had finished work offered to help
remove the scratches. He also
asked the customer to walk round
the car and point out anything
else he would like doing. Jason
also noticed the fluid levels were a
little low and topped them up for
the customer; this took Jason an
extra half hour without pay. The
customer was delighted.”
A fantastic nomination Jason.
Lisa Barrett receiving her
award from Howard Clifforth
Lisa’s efficient service
Lisa Barrett, Service Advisor,
Plaistow, helped to get this
customer back on the road.
“I had accidently put a mixture of
screen wash and water into the
radiator reservoir. Lisa arranged for
this to be fixed immediately as I was
trying to get away the next morning.
She made me feel at ease with her
calm and friendly manner and use
of phone and offering cups of tea.
I’m very grateful for the attention
Lisa gave me.”
Well done Lisa.
Jamie Deal receiving his
award from Tony Webber
Jamie seals the deal
Jamie Deal, Senior Technician,
Weston Super Mare, gave up his
own time to help a colleague.
“Due to work already booked in at
the workshop I was struggling to
get cars ready for handover. Jamie
volunteered to stay late on two
consecutive evenings working until
8pm each night to ensure the cars
got PDId. I was able to handover
the cars as promised keeping our
customers happy. I can’t thank
Jamie enough; he sacrificed his
personal time to ensure these cars
were handed over on time.”
Excellent work Jamie.
Paul Mace receiving his award
from Stuart Harper Team
Paulmakesagoodimpression
Paul Mace, Warehouse
Operative, NYPD, made sure this
driver won’t forget him in a hurry.
“Due to snow the Daventry wagon
driver was stuck on the road
from early morning, arriving at
our depot at 4pm. Although Paul
was due on his break he helped
the driver change the wagon and
unload his truck. Paul invited the
driver into the canteen for a drink
and explained where the closest
truck stop was and where he
could get something to eat. This
driver will spread the word of how
well he was treated at Ford Retail.”
Well done Paul.
David Pugh receiving his award from Kevin Marsh,
David Achakobe Vikash Toofaneeram
Dave knows best
Dave Pugh, Master Technician,
Edgware, has the knowledge to
deal with the trickiest of problems.
“Dave has made an outstanding
contribution to the service
department and workshop. Due to
a shortage of Technicians he has
helped with every complicated job
ensuring they were completed on
time. He’s shown great responsibility
and helped everyone to his best
ability. When things go wrong we
call on Dave, his experience and
knowledge make him a great role
model for any upcoming Technician.”
Great effort Dave.
Moments of
Truth Champions
As a thank you for all their hard
work the St Helens Champions’ of
Change, Helen Carr and Steven
Bellocchi, have been presented
with gift vouchers.
Remember to tell Melanie
about your localMoments
of Truth news:
Melanie Marshall
01226 737259
momentsoftruth@fordretail.com

3. make it
personal
go the
extra mile
be polite
keep your
promise be helpfulbe efficient
Thanks for reading
and remember.........
You make the moment
John Leathem 05-13
Moments of
Truth Winners
1. According to research by Albert Mehrabian what proportion of
communication related to emotion and feelings is conveyed by our
body language?
a. 7%
b. 55%
c. 38%
2. Eye contact, breathing, gestures, and posture are all
characteristics linked to which area of building rapport?
a. Physiology
b. Language
c. Values
3. According to a survey conducted by the Technical
Assistance Research Programme what causes 14% of
customers to leave a supplier?
a. They leave the supplier’s area
b. They’re lured away by a competitor
c. They’re dissatisfied with the supplier’s product
Moments of Truth Competition
For your chance to win £50 of competition vouchers simply answer
the three multiple choice questions below on the Moments of Truth
intranet. Three winners will be drawn at random from the correct
answers received. Closing date Friday 14 June 2013. Good luck!
Chris Hamon receiving his award from
Peter Dugmore Mervyn Chester
Chris goes the extra mile
Chris Hamon, Senior Technician,
Bougourd, sacrificed holiday to
keep jobs on track.
“Chris had holiday booked
however there was another
Technician off, meaning Chris
was the only Senior Technician
on site and we had warranty jobs
that needed attention. Chris was
good enough to re-arrange his
holiday to complete the work. This
allowed the workshop to get parts
ordered or back to the customer
for the bank holiday weekend.”
Thanks Chris.
Ian Edwards receiving his
award from Keith Platt
Ian takes ownership
Ian Edwards, Used Vehicle Sales
Executive, Runcorn, ensured a
major complaint was averted.
“A customer purchased a car
over the internet and collected it
from Runcorn where Ian dealt with
the transaction. The customer
experienced some issues with
the car and wasn’t happy with
the way the local dealership
dealt with him. Ian contacted the
dealership and even arranged a
courtesy car for the customer. The
customer couldn’t praise Ian’s
professionalism and commitment
to after sales enough and said Ian’s
actions averted a major complaint.”
Great work Ian.
Jeff Cain receiving his
award from Rod Brewer
Jeff’s promising moment
Jeff Cain, Parts Delivery Driver,
Nonsuch Epsom, ensured
promises were kept to customers.
“We were let down on the delivery
of some parts so I had to locate
these from a different source. Jeff
went out of his way to collect the
parts from the alternate supplier
despite him having the busiest
round at the dealership. He then
delivered the parts to two different
customers. Jeff’s efforts enabled
our customers to keep their
promises to their customers.”
Great job Jeff.
Declan makes it personal
Declan Teggart, Service Manager,
Knockmore, took ownership of
this customer’s problem.
“A customer’s power steering
pipe had got damaged on his
van and one of our branches had
told him they were unable to help
him until the following week. The
customer was very angry and was
threatening to cancel his service
plan. At 6pm Declan took the time
to speak to the customer and
brought his van into our workshop
to help him fit the pipe. Declan’s
actions went a long way to
keeping this customer happy.”
Great effort Declan.
Declan Teggart receiving his
award from Dermot Rafferty