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Expansion based around customers

Expansion based around customers
A major expansion and upgrade of facilities, centred on growing demand for services and customer satisfaction, is under way at Manukau Toyota.

Manukau Toyota is focusing even more on the experience its customers have when they come into the dealership, which has led to a major expansion and upgrade of facilities, says company operations manager Michaela Tamati.

“Our focus is primarily on our customers – how they feel when they are here and ensuring they have the best experience possible so that Manukau Toyota is a home away from home and that we remain their favourite car dealer,” she says.

The workshop in Gladding Place will almost double in size to meet increasing demand.

It will also include a covered drive-through area so customers can simply pull up and be assisted.

The service and parts department has also been significantly enhanced with a new décor and floor layout.

“Before we had a large service desk from behind which we served customers.

“We felt this separated us from our clients and so the space is now open plan. The drive behind this was to have more personal interaction with our customers,” says Michaela.

Expansion based around customers

The workshop will almost double in size at Manukau Toyota as part of a major expansion to cater for growing demand. The upgrade will also include a covered drive through area, an enhanced service and parts department and floor to ceiling windows between the service and parts department and the workshop, which will allow customers to watch work being done on their vehicle.

Pods at the front of the service lounge space provide a convenient point for customer interaction.

A clean modern décor plus new furniture in the waiting area makes for a comfortable atmosphere as people wait.

There is also a counter with bar stools complete with USB charging and power points so customers can work on their computers or charge their devices if they wish.

Floor to ceiling windows between the service and parts department and the workshop will allow customers to watch work getting completed on their vehicle while they enjoy a freshly brewed coffee and a snack.

Michaela says the dealership will also be trialling new technology, such as a Technical Information Module (TIM) app to further enhance the customer experience.

“Customers can become overwhelmed with all the technical aspects so this app displays all the Toyota models and layouts and we can physically take them through their car on screen and point things out in a fun, animated way,” she says.

Michaela says they will also be looking at utilizing an app which will allow technicians to make notes about vehicles on tablets rather than using pen and paper.

This will increase accuracy, efficiency and speed resulting in a faster service for clients, she says.

Internal works have started on the expansion project and the dealership expects to be operating as normal from August.

This year Manukau Toyota celebrates 26 years of operation in Auckland.

Manukau Toyota is owned by Howard Trading Ltd and has six branches operating in South Auckland. They are located at Takanini, Pukekohe, Manukau and Botany.

They also have a branch at the Airport and a specialist commercial vehicle branch at 579 Great South Rd.

A brand new branch is also on the drawing boards and will be opened in Botany late next year.

Manukau Toyota offers a huge selection of new 2017 Toyotas along with a full range of used cars and commercials.

Expansion based around customers

The company employs 185 staff, with plans to increase staff numbers due to the recent expansion.

Michaela says the goals of the business remain firmly focused on the customer and ensuring their experience when dealing with Manukau Toyota is a great one.

“With a forward thinking strategy, a foundation set in award-winning service excellence and a team-wide intent to provide sustainably lasting hospitality, Manukau Toyota is positioned to meet the challenges and expectations of customers today and well into the future.”


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