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Hendy’s new ‘Excellence Programme’ raises the bar for colleagues and customers

Hendy’s new ‘Excellence Programme’ raises the bar for colleagues and customers
3 min read Published 26 Feb 26

Hendy Group, one of the UK’s largest independent motor retailers, has reinforced its commitment to being an employer of choice with the launch of a new Excellence Programme, which will be used to develop the capabilities of over 400 sales-focused colleagues to further enhance the customer experience.

This significant new investment will form a key part of Hendy’s strategy to equip sales colleagues with the autonomy, skills, confidence and tools needed to increase showroom conversion rates, as well as maintain the same consistently high levels of customer service long associated with the family-run business.

The two-part Excellence Programme has been developed by business transformation experts, Akeno, in collaboration with Hendy. The first stage of the rollout began with all colleagues completing an in-house developed two-day Customer Excellence Programme before partaking in the Sales Excellence Programme.

Akeno will deliver 54 separate in-person courses to over 430 sales colleagues before the Programme concludes at the end of Q1 2026. It will then become an embedded element of the Hendy Academy to ensure every sales colleague has the right skills and capabilities to deliver an excellent and consistent customer experience.

The Hendy Academy provides the building blocks for its high-performance culture, which includes the new Excellence Programme alongside management development programmes, an apprentice scheme and wider in-house learning and development opportunities.

Kerry Thompson, CEO at Akeno, said: “Hendy is taking a fresh approach to building the skills needed to deliver an excellent sales experience. Its focus on people, process, and long-term capability, rather than short-term gain, is really setting it apart. We co-created this development programme to be different. There’s not a single PowerPoint in sight, and there’s no generic waffle; every facet is tailor-made specifically for the sales teams across the Hendy Group so that every colleague leaves feeling empowered with new skills that will deliver an immediate benefit.”

Duncan McPhee, Chief Operating Officer, Hendy Group, said: “Customers no longer follow a linear path to purchase – they come through the showroom doors informed, connected, and expecting a seamless, high-quality experience. That is what the Programme is designed to address. As a business, we must continue to evolve our sales processes and enhance the customer experience if we are to maintain our reputation as a trusted retailer of quality products.

“The feedback from the first colleagues to experience the Programme has been very positive, with many reporting that every aspect of the three-day course was invaluable. As our sales colleagues complete the Programme, we can ensure alignment across all sites and brands to deliver a consistent and modern customer and sales experience.”

Established in 1859, Hendy Group has been an enduring career choice for many South Coast residents. In 2025, more than 170 colleagues – over 11% of the total workforce – had been employed by the business for over 25 years. In total, Hendy employs 1,500 people across more than 70 locations representing 26 automotive brands.