Making waves to win award
Ocean Ford in Whakatane is the latest blue-oval dealership to earn the Ford Guest Experience (FGE) accreditation.
It’s also first provincial franchise in Ford New Zealand’s history to score a 100 per cent pass mark on the FGE assessment following the training period.
For dealer principal Stephen Hermansen, the perfect score to earn the accreditation is another highlight and a big achievement in what’s been an impressive career with the brand.
Hermansen, pictured above receiving the award from Annaliese Atina, Ford NZ’s managing director, 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.
He then took on the sales side of the business and went on to fill various sales roles giving him a full education across all departments within a dealership.
Hermansen bought into Ocean Ford in 2008 and moved to Whakatane. Eight years later, he took full ownership of the business before embarking on a plan to take it to the next level.
In 2018, land was purchased next to the company 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 rebuild was completed and was opened officially with a karakia by local iwi.
“From early on in my working life, the ultimate dream was to own a Ford dealership, and to get the opportunity to do so is something I feel thankful for and proud of,” says Hermansen.
“The entire team at Ocean Ford has put so much into the dealership over these past few years. It’s amazing to get the accreditation now and the 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 really good position for the future.”
FGE accreditation is a mark of distinction and excellence awarded by the marque to dealerships that pass rigorous assessments designed to test every facet of the customer experience.
To achieve it, franchises must meet a set of standards focused on delivering exceptional customer service throughout the entire car-buying journey including initial contact, 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 maintain and exceed standards of excellence in customer service.
