Behind the scenes with the Volkswagen T-Roc at Pulman

An exciting visitor Roc’d the Pulman Volkswagen showrooms last week! A left-hand drive T-Roc demonstrator travelled to each of our Volkswagen sites for one day only. It arrived first at our Sunderland showroom, before heading over to our Durham site early on Friday morning. We had a fantastic weekend meeting you all! Did you miss it? Don’t worry! Here’s a behind the scenes sneak peek into the weekend…

The highly anticipated T-Roc had travelled all the way to Pulman Volkswagen Sunderland from outside the UK. It was enthusiastically welcomed by all the Pulman staff who were waiting outside, eager to get a glimpse of the new SUV! Our T-Roc SE was in the elegant Indium Grey, but with customisable colour options, you can design your T-Roc to look as unique as you do!

T-Roc Delivery

With the showroom fully kitted out and ready to Roc, the T-Roc was given a full valet and manoeuvred into prime position in our showroom! To make sure that everyone had the chance to see the new crossover, and to answer all your questions, we went live on Facebook with Mark Stafford, our Volkswagen Assistant Manager.


Mark was also at our Durham event, where he gave us another walkround tour of the T-Roc – but this time without the pressure of being live (phew!).



We had a couple of goes before we got the final take…



Keith Ramshaw, our Volkswagen Sales Manager “it was fantastic to have the T-Roc in out showrooms. This was a great opportunity for the Pulman customers to take a look at the new crossover that is going to Roc the SUV segment. This is going to be a great car for both Pulman and the Volkswagen range.”

“We have already taken our first orders, and with only 1000 available to pre-order with the extra running boards fitted, the race is on to place your order!”

Our first demonstrators will arrive on site in December, so to be the first to take a test drive book your appointment here: //


Pulman SKODA win fantastic service award

Frothy coffees and full English breakfasts may not be the first things that spring to mind when customers want their vans serviced, but that’s exactly what they can get when they visit Volkswagen Van Service Durham.

The ultra-modern site has its own café with wi-fi and it offers courtesy cycles. And its customer satisfaction scores are placing it well ahead of the rest of the network. We spoke to Head of Business, Michael Lines, about the new customer experience his business provides.

“This site was built last spring and has given us the opportunity we knew it would. The main reasoning behind the café is they allow customers to spend more time here. We have longer to get to know them, and develop relationships. Our lead time went from one and a half weeks in the old premises to one day here. Customers come in, work in the café and wait for their services to be completed.”

Michael explains how many customers are using the facilities, and how the offer of a free breakfast or lunch in the café improves the overall experience.

“For fleet customers in particular, our convenient facilities make it easier to reduce downtime,” says Michael. “Once local customers have used the café once or twice, they sometimes pop in at the weekend, just to have a coffee. You can’t buy that sort of customer engagement.

“We can keep customers informed personally face to face, and the large windows at the back of the café look directly into the workshop, so you can sit and work on a laptop and see what’s happening to your vehicle while enjoying a snack or drink. It’s completely transparent. People feel looked after, comfortable and totally at ease with our service.”

Dedicated staff

Moving to a new site has also allowed the business to create a team dedicated to Volkswagen Commercial Vehicles. Michael says: “My team are really friendly and focused. We have really invested in training, and everyone is enthusiastic about the qualification journey. Their knowledge and adherence to the Service Core Process makes a huge difference to the output and attention to detail of every job.”

Communication tools create customer delight

Service Manager Danny Martin says the team also totally embraces CitNow videos and Vehicle Visuals for customer communications. “We’ve just signed up to another 12 months of Vehicle Visuals because we found it really useful – particularly for things such as cambelts,” said Danny. “We’ve seen a real benefit to using the texts, and we often use these for follow-up communications.

“Although a bit shy at first, the technicians are now excellent at CitNow. Their commentaries are second to none; even our apprentice is absolutely outstanding at them. Using video is now just second nature.”


Area Service and Parts Manager, Dan Gibson, explained why he thought Durham was ahead in customer service. He said: “The customer experience here is second to none, and the passion for commercial vehicles is clear. Their ambitions are big and it’s refreshing to see their dedication and focus.”

Volkswagen Van Centre Durham ranked number one for customer satisfaction in the second quarter of 2017 and remains several points clear of its nearest rivals. It’s clear to see that this modern, focused and passionate team is up for maintaining its award-winning status.

To book in your van for a service, MOT or repair visit