SOLOCARS
June 5, 2026
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June 5, 2026
Putting Patient Experience At The Heart Of What We Do
As the pressure of healthcare demands begin to effect everyone across the UK, private healthcare must stand out as an experience worth paying for, without blending in with everyone else. A genuine drive for delivering excellent patient care is becoming rare and it takes A culture of purpose, energy and passion to deliver the desired WOW experience patients hope for.
Many healthcare providers face a common challenge, delivering the promised excellent clinical care while struggling to maintain consistency to deliver on the patient experience through demanding times and crisis’ in staffing.
Transactional interactions can leave patients feeling like a number rather than a person, disconnected departments can create friction throughout the journey, and long wait times often become moments of frustration rather than opportunities for reassurance and engagement.
These were many of the same challenges facing Spire Healthcare. Despite its reputation for high quality clinical care, there was an opportunity to strengthen the emotional experience for patients, create greater alignment across departments, transform waiting periods into meaningful moments of connection, and position the organisation as the flagship private healthcare destination within its region.
Transactional interactions can leave patients feeling like a number rather than a person, disconnected departments can create friction throughout the journey, and long wait times often become moments of frustration rather than opportunities for reassurance and engagement.
These were many of the same challenges facing Spire Healthcare. Despite its reputation for high quality clinical care, there was an opportunity to strengthen the emotional experience for patients, create greater alignment across departments, transform waiting periods into meaningful moments of connection, and position the organisation as the flagship private healthcare destination within its region.
The Challenges
- A strong business but limited brand authority in the marketplace.
- Leadership and team development gaps that affected consistency and accountability.
- A customer experience that delivered transactions but lacked memorable WOW moments.
- A disengaged team with no unified culture or shared vision.
- An unclear brand story that made differentiation difficult.
- A showroom environment that wasn't maximising its potential as a sales and experience asset.
As a local car retailer, competing against the world's biggest brands, it is important to stand out with a key differentiator, culture. Jay McConville came to Ways to WOW to install a WOW culture and customer experience initiative that ultimately led to gaining the personal attention of the CEO of Auto Trader.
Through the installation of a brand culture bible, sales executive leadership training and mentorship and a strategic WOW moment initiative, Solo Cars went on to win the Auto Trader's UK #1 People & Culture Award amongst a number of other highly recommended and highly rated awards.
Working alongside the leadership team, we designed and implemented a complete culture, leadership, and customer experience transformation strategy.
The objective was to help Solo Car Sales differentiate itself in a highly competitive market by creating an exceptional employee experience, a memorable customer journey, and a clear brand identity that could be consistently delivered across every touchpoint.
Through leadership development, culture design, customer experience innovation, and brand positioning, we helped build the foundations for sustainable growth, stronger team performance, and industry-leading recognition.
The Initiative
- Level 5 leadership training and executive coaching
- Brand Culture Bible development and implementation
- Mission, vision and values clarification
- Employee experience and team engagement programmes
- Customer journey redesign and showroom experience elevation
- Website redevelopment and digital brand enhancement
- Personal brand coaching for leadership visibility
- Scroll-stopping content creation and marketing strategy
- Team culture workshops and performance alignment
- Internal communication and accountability framework design
- Auto Trader award preparation and application support
- £400k showroom transformation vision and experience mapping
- Customer loyalty and retention experience development
- Recruitment, onboarding and team development pathway design
As part of the success of empowering the team, the culture and the brand awareness, we were able to lean into the opportunity to transform the dealership into a state of the art modern WOW experience that successfully made SOLO CARS the go to place for used cars in Liverpool.
This attracted recognisable faces such as the Liverpool FC players, Pete Price, In Demand Radio, and other figure heads and media icons across the city.
This £400k refurb was successfully activated with a WOW experience brand activation where we invited Liverpools proud network down to experience the new immersive dealership.
This WOW initiative alongside a £400k refurbishment has led to Solo Cars generating over £10m in new business!
“THE PINK PARADE” CAMPAIGN
We also ran a stand out eyes on me campaign to bring attention to the brand by wrapping a Landrover Defender, Pink for the Annual Solo Cars Spring Soiree, which brough over 72,000 eyes to the profile, attracting a completely new target demographic of local influencers and faces within the media.
the result
Auto Trader UK #1 People & Culture Award Winner
Following 12 months of leadership development, team engagement initiatives, and Brand Culture Bible implementation, Solo Car Sales earned national recognition by winning Auto Trader's prestigious UK People & Culture Award.
The award recognised the dealership's commitment to creating an exceptional workplace culture and customer experience.
£400,000 Showroom Transformation
The customer experience vision developed throughout the project became the catalyst for a £400,000 investment into the dealership environment.
The redesigned showroom elevated the customer journey, strengthened brand perception, and created a physical space that reflected the company's ambition and culture.
Over 10 million in New Business
By combining leadership development, culture transformation, stronger brand positioning, and customer experience design, Solo Car Sales achieved a 12% increase in annual sales turnover.
The business created a more loyal customer base, increased referrals, and strengthened its competitive position within the North West market.
As we continue to work with Jay Solo and the team after 5 years of commitment, we are now looking towards new opportunities that continue to make noise across the UK with more awards in the pipeline, further expansion and continuing to empower the team to become leaders of unforgettable WOW experiences.
Ready To Stop
Being Forgettable?
Let’s find your Ways to WOW!
