A “Simply Clever” Approach to Service with Lyric Newton

byEmily Camilo/March 23, 2026/inCustomer Experience

At Miles Škoda, we believe that exceptional service isn’t just about fixing cars – it’s about making life easier for the people who drive them. Whether it’s a routine WOF or a complex repair, the experience starts and ends with the people you meet in our showroom.

One of those familiar faces is Lyric Newton, our award-winning Škoda Certified Service Advisor. Recently recognised with the ‘Individual Customer Service Award’, Lyric is a cornerstone of the “Simply Clever” experience we strive for every day.

We sat down with Lyric to talk about what goes on behind the scenes and how she helps keep Christchurch moving.

A Heart for Service

For Lyric, the automotive industry is less about engines and more about connections. “I enjoy meeting different customers every day and helping them keep their vehicles running smoothly,” she says.

“I’m often the first, last, or even the only person a customer might talk to in their day. Knowing I can make their day easier by solving a problem or helping them understand their vehicle better is what keeps me motivated.”

Communication is key to ensure building long-standing relationships with their customers, “It’s something our team takes pride in,” Lyric explains, “We keep in touch through the standard Group-wide service reminders and follow-ups after appointments, but being available whenever customers have questions about their vehicle is important to us. It helps build trust and keeps our customers coming back to the dealership year after year.”

Lyric Newton, Service Advisor, receiving Customer Service Award

Lyric receiving her “Individual Customer Excellence Award” at the 2024 Dealer of the Year Awards.

The “Miles Group Way”

When you walk through the doors at Miles Škoda, the goal is a feeling of partnership rather than a transaction. Lyric describes the “vibe” as welcoming, professional, and relaxed.

“It’s about making every customer feel looked after from the moment they arrive. We listen to what they need and aim to make the whole process simple and stress-free. We want our guests to feel comfortable asking questions, confident that they are in good hands.”

Going the Extra Mile (Literally)

In the automotive service industry, there are always hidden surprises, and exceptional service often happens when the unexpected occurs. Lyric recalls a recent “win” involving a customer whose vehicle needed a repair just outside of the warranty period.

“I worked with the team and was able to get the repair approved under goodwill,” Lyric explains. “The customer actually lived in Auckland, so once the work was completed, we organised for the vehicle to be transported back to their home. Turning a stressful situation into a positive one for them was incredibly rewarding.”

Beyond navigating warranties, providing exceptional service requires the ability to manage last-minute changes on the fly. Whether on the frontline or in the workshop, adaptability is key.

“Recently, a customer needed their vehicle back urgently for work, but an issue came up during the inspection,” says Lyric. “We quickly collaborated with the technicians to diagnose the problem, sourced the parts as fast as possible, and adjusted the workshop schedule to get the vehicle completed sooner than expected.”

“We quickly collaborated with the technicians to diagnose the problem, sourced the parts as fast as possible, and adjusted the workshop schedule to get the vehicle completed sooner than expected.”

Transparency and “Simply Clever” Details

We know that vehicle servicing can sometimes feel a bit mysterious. Lyric and her team prioritise “total confidence” through clear communication. They use plain language, provide upfront estimates, and keep customers updated throughout the day.

But it’s also the small, thoughtful touches – the hallmark of the Škoda brand – that make the difference:

Seamless Transitions: “We book jobs carefully to stick to timeframes. If a customer needs to get to work or home, we can organise Ubers so their day isn’t interrupted.”
The Finishing Touch: Every vehicle is washed before being returned to the owner.
Showroom Surprises: “Visitors often notice the ‘Simply Clever’ features in our vehicles, like the umbrella hidden in the door or the smart storage ideas. They are small details, but they always get people talking!”

Lyric Newton, Service Advisor at Miles Skoda

A Tradition of Excellence

Lyric’s individual success is part of a wider culture of excellence at the dealership. Miles Škoda has been recognised as ‘Dealer of the Year’ for two consecutive years. This, along with being honoured with the ‘Team for Škoda Customer Excellence’ title for 2023 and ‘Customer Excellence Award’ for 2024 is a testament to the consistent care and commitment the entire team brings to the Canterbury community.

As Lyric puts it: “I have the privilege of working with amazing people and a brand that is always pushing for the best. I’m often just the ear to someone who wants to be listened to and acknowledged.”

Next time you’re in for a service or just browsing the latest models, be sure to say hello to Lyric and the team. We’re here to make your journey as smooth as possible.