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How a smile leads to success

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Commitment, attention, focus and optimism are the most important factors for the success of the company. “We always strive to fulfill the needs of our customers,” says President Renato Bolciaghi. “With our diversified range of services, we can offer added value both to our private clients and to the vehicle manufacturers, who benefit from our excellent sales numbers.”

Renord has come a long way from the foundation of a small garage in 1970. At the beginning, the company focused on car repairs. A few years later, Renault asked the family business to become its authorized dealer in the region of Milan.

“My father-in-law asked me to join him because I already had experience in sales, and together we have gradually established a strong organization,” states Mr. Bolciaghi. “By the end of the 1970s, we were able to sell 900 cars per year. In 1980, we changed our location, which helped us to increase our sales to 2,000 vehicles a year.”

Additional car dealerships were established over the years, and today, Renord has five retail shops and two workshops on a total of 15,000 m² as well as three showrooms with 160, 250 and 400 m² in the Milan region. The family-owned firm employs a total of 90 people and realized turnover of 135 million EUR in 2015, which was an increase of 23% compared to 2014.

Renord S.p.A. is the preferred partner in Milan and Sesto San Giovanni when it comes to the car brands Renault, Nissan and Dacia.

“We primarily sell cars and spare parts and have customer service,” explains Mr. Bolciaghi. “The brands are not in competition because they have their respective target groups. They work really well together, and each brand has its individual highlights in its portfolio. Our best-selling car is the Renault Clio, which has been a successful vehicle model all over Europe. The car has conquered the market with its great design and favourable features. The new Espace is similarly successful. We have to take advantage of the opportunities to expand our market share further.”

The company mainly sells cars to private clients, but also to firms and car rentals. Renord can offer comprehensive customer service and is available from Monday to Saturday with state-of-the-art equipment in its workshops.

“Our customers value our services and appreciate our willingness to be there for them,” points out the President. “For instance, our car dealerships and workshops stay open in August when many other competitors close their businesses. Our customer service has a really good reputation in the region of Milan, and our clients repeatedly come back to us.”

Renord has become successful, setting itself apart from its competitors by following one simple rule: The customer is king. “We work together with our customers for our customers,” illustrates Mr. Bolciaghi. “Our clients are our assets, and we have many regular and loyal customers. Some of them have been coming to us since 1980. We try to keep them with us for as long as possible, and this only works if we provide the best possible service. Every employee working at our car dealerships and workshops need to understand what our customers require. If a client comes to us and has a problem, it is not his problem but our problem that we need to solve. Customers deserve attention and a friendly smile. I would leave a store where nobody welcomes or even looks at me. It is really as simple as that.”

For this reason, the staff is crucial to the success of the family business. Renord has very loyal and positive employees, who have understood that customer satisfaction is of top priority for the business. Among each other, everybody maintains friendly and respectful contact. Even the relationship between the manager and owners and their staff is not distanced, but trusting, and a large number of people have been working for the company for many years.

“I am really thankful for our employees because they have performed their jobs well for such a long time,” says the President. “It is a pleasure for me to come to work every day because I love my job. Fulfilling the requirements of our customers makes me happy, and it is nice to see them satisfied. Based on our customer-oriented strategy, we want to expand further in the region of Milan because the market still offers a lot of potential.”

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