March 4th, 2024.

Essex-based QuadBikes R US (QBRUS) received a welcome boost to its business at the recently-held annual Yamaha UK Motor dealer conference, when dealer principal, Kerry Marven, was presented with an Outstanding Customer Service Award 2023.

QBRUS has been one of the leading ATV dealers in the UK for over 20 years. The team started with sports, utility/agricultural and youth machines and swiftly became involved with the quad-racing scene. It also built a solid reputation for its quality road-legal quad conversions.

At the beginning of 2022, Kerry made the bold move to set up new premises in Maldon, Essex and made a commitment to Yamaha ATV UK to trade as a solus outlet. With encouragement from the UK distributor, it branded its first unit as a mono Yamaha quad outlet, embracing the sports, road, agricultural and youth ATV sectors and incorporating the marque’s parts, accessories, and apparel.

Seeing the commitment Kerry and team had made to Yamaha’s ATV UK division, a suggestion was made to Kerry to put forward a business plan and expand her operation.

“Yamaha UK had seen what we had achieved with the Yamaha quad/ATV side of things and, basically, were keen for us to recreate that model with its road bikes and scooters,” explains Kerry.

“It took a while to get everything ready, but by March 2023, we had our second unit branded and were trading by June 2023 as QBS Powersports. We hadn’t anticipated going in this direction, so it was all a bit of a whirlwind really …

“We had to increase staff, particularly in the workshop, as we have a rolling road set up that can service both businesses. However, we are still a small company that values customer service and, on that note, that is why we have thrown all our eggs into one basket with Yamaha UK. We have a fantastic relationship with them, the back-up is brilliant. You can always actually talk with a real person, and they are very responsive with warranty. Although, having said that, it is rare for us to get any machine problems.

“It may sound corny, but we understand the Yamaha vision and it’s something I particularly wanted to be a part of.”

And … back to that unexpected award for Outstanding Customer Service 2023 …. the criteria was; “Based on an overall combination of CSI scores, training achievement, dealership brand presentation, marketing/product support activities and ASM feedback. These elements all contribute to building an overall picture of the customer experience that will be provided by a dealership and the satisfaction a customer has had or is likely to experience when coming into contact with that dealership, at all touch points of the customer journey, supporting the customer for life objective.”

So, what’s next for QBRUS/QBS Powersports? “We have Yamaha e-bikes coming on board really soon. They are all well priced and so hopefully should do really well. And then, who knows?” concluded Kerry.

Pictured: Kerry Marven (second from right) with Yamaha’s After Sales Manager Karl Radley (right). Also pictured: Yamaha Country Manager Lee Neesham (left) with Niki Scotto of NWS Marine also receiving a Customer Service award.

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