As service advisers for BMW and now MINI, the women have been a part of many peoples’ lives within the community.
“I get to see everyone when they come in, make sure that they're happy with the service and give them the keys,” Mrs Sheppard said.
“You hear some amazing stories from people and get to know them — from when they buy their cars, how they've progressed and what their families are like.”
Ms Sali agreed and said it was always satisfying to help someone out.
“They might walk in a bit frustrated and turning them around so they walk out with a smile on their face is always good,” she said.
Taking the guesswork out of vehicle maintenance, the dealership offers additional service packages to customers when they purchase their vehicles, or as standalone products.
With a whole range on offer, Mrs Sheppard said she endeavours to find packages that specifically suit customers’ requirements.
“It offers that comfort in knowing that when they come here, they can get it all done,” she said.
“They can walk in knowing their services have already been paid for, pretty much get handed the keys and walk out without having any worries because it’s all been covered upfront.”
Mrs Sheppard and Ms Sali work together to deliver warranty requirements and servicing appointments to customers on a daily basis, along with general customer service at Shepparton BMW.
“The car service centre is where the focus of the business is,” Ms Sali said.
“A customer might buy one car every five or so years, but they’ll get their car serviced or washed much more often.”
One key priority for Mrs Sheppard is exceeding not only the customers’ expectations, but her own.
“My own personal goal is to always make sure the customer smiles before they go on their way.
“To see them walking out happy is always so rewarding.”
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