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IN CONVERSATION WITH: NIRAJ TIWARI, TOYOTA NEPAL

AL: HOW MUCH OF INVESTMENT AND EFFORT HAS GONE INTO THE NEW STATE-OF-THE-ART SERVICE CENTER?

NT: In our new state- of-the art service center, we have incorporated all the necessary materials, tools and mechanism required to perform a state-of-the service to our customers. We do believe that our investment has been right as we are providing the best service in Nepal by incorporating international standard operation tool. We want our customers to get the best value from our service so, we have invested heavily.

For example: Where do we go when we get sick? We go to the best hospital to get the best service. The same stands true for the automobile industry. When your car needs a service checkup, you would want the distributor to have a state of the art service center with excellent human resources right.

AL: HOW DO THE PROFESSIONALS AT TOYOTA IDENTIFY AND REPAIR ANY ISSUES WITH THE VEHICLE TO MAKE IT AS GOOD AS NEW?

NT: At our new service center, we have trained all our technicians, regardless of their job level, to perform tasks as per experiences and capabilities from Toyota training center. Our technicians can solve any issue regarding mechanical as well as electrical. We believe in providing an expert all in one solution. We have an excellent customer retention rate as our customers are superbly satisfied by our service. Toyota service is still our specialty today and it constitutes a large percentage of our overall operation as we service more than 5,000 vehicles per annum.

AL: WHAT ARE YOUR KEY FOCUS AREAS THAT YOU HAVE TO REALLY ADDRESS IMMEDIATELY?

NT: The key focus areas that we have to address immediately are: Customer awareness on authorized service center use, Use Genuine parts, and let professionals handle and maintain your vehicles. We are passionate about Toyotas and know we’re the best choice for helping to make them last a long time. Many of our customers have over million kms on their Toyotas and they still run and drive fantastic because of our Toyota repair services. We make it our goal to provide Toyota repairs that are reliable and stand the test of time. With specialized tools, equipment and knowledge, we can pinpoint the exact problem, identify the correct Toyota repair solution and communicate what that means for customer and there Toyota. We believe in ‘’Customer first, Customer for life’’.

AL: CUSTOMERS CAN BE VERY DEMANDING. HOW DO YOU ADDRESS THEIR EXPECTATIONS?

NT: Well, it’s a human nature. We perform all major and minor Toyota repairs. We understand our customer’s expectations. Hence, we try to build a lasting relationship with customers. Handling, resolving customer complaints and demanding questions creates a positive impact on customer loyalty and satisfaction.

We follow the basic principal of handling customer. The attitude, behavior and procedure used when interacting with customer are common and universal. Listen earnestly to the customer, keep in mind the customer first principle and grasp the actual situation through Genchi Genbutsu i.e. “Actual place, actual thing”

After this, the way to resolve the demand and issue will be clear immediately. Identification of root cause and developing counter major and follow up .We suggest that in order to truly understand a situation one needs to go the “real place” – where work is done. If the problem exists on the workshop floor, then it needs to be understood and solved at the work shop floor.

AL: HOW DO YOU KEEP YOUR SERVICE COSTS COMPETITIVE?

NT: We might have the best team in the service field, maybe our clients rave about our outstanding customer service, but if our pricing is wrong, we won’t make the money we deserve. We always keep good relationship between quality and price. Business is about providing and creating value. The first step in determining pricing is to find out what our customers value, then adjust our service accordingly, to provide the best value. In this way, pricing can be seen as intrinsically linked to our positioning strategy. Of course, our pricing is high as compared to others but we are not competing with local workshops, we are providing hassle-free best service and customer are happy to pay for it.

AL: WHAT ARE THE CHALLENGES YOU FACE AND HOW ARE YOU ADDRESSING THEM?

NT: The main challenges are fake parts. We educate our customers about the impact of duplicate parts. We aware our clients to use genuine spare parts. Don’t always go for cheap parts as it not only impacts the performance but also creates future problem.

AL: LASTLY, CAN YOU SHARE SOME OF YOUR MANTRAS WHICH HAVE MET WITH SUCCESS?

NT: Some of our mantras we adhere to are:

  • Keep the big vision in sight.
  • Make a plan, but be flexible.
  • Determine a timeline
  • Learn from your mistakes.
  • Create value to your work
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