We run a small bricklaying business and have been in the market for a medium size truck to support business growth. We have been dealing with Nicole for sales and Tracy for finance. We were close to making a purchase but unfortunately, my partner has to go back home overseas for a few months, so we have had to cancel the order (for now). I have given this feedback to your team but wanted to put an official 'compliment' in.
Your team have been outstanding to deal with. We have been so impressed with their professionalism and it is a mile above your competitors. With such a large purchase the ultimate decision will be value for money, but I can't ignore the work the team have done to getting the sale. In a customer centric world, we get used to great customer service, so it takes a lot to make me want to send an email! I have thought about what made our experience at Hino different and I believe it was:
1. No BS (well at least it didn't feel that way): I felt Nicole listened to what our needs were and didn't try and oversell the size or type of truck we needed, she was knowledgeable but also made sure to check if she wasn't 100% which I really appreciated. With my partners enthusiasm it would have been easy to oversell, and I appreciated her pragmatic approach.
2. Working Together: I really liked being shown on the computer the different tray lengths and the options available. It made it feel like we were building something tailored and doing that together. It made it easy to compare and weigh up the pro's and con's. We didn't feel rushed, especially when I ask a lot of 'what about.....' questions. She explained everything well and didn't make us feel silly for not knowing something. Tracy was the same when it came to finance, willing to look at different options and was very patient.
3. Communication: We were not hounded after leaving for finance or the purchase. Any follow up phone calls or emails were the right tone and appropriate. It was understood this was a big financial decision and we didn't feel rushed or as if we needed to make a commitment, so sales targets were met (as we did elsewhere).
4. The little things: The show room and office were clean and tidy (you may think this is a given, it is not), all staff were presentable, warm and welcoming, we were offered quotes immediately and understood the caveats around them, we were given proper brochures (some places had none or printed a page out), we were always offered tea and coffee and the place just felt good to be in.
Hopefully when things settle, we will be back in to complete the sale, but I felt it important in the mean time to make sure you are aware of the excellent work your team is doing.