Unexpected Floral Arrangement in One and Only Day Series
Lexus Toyonaka Dealership in Osaka Shines with Exceptional Customer Service
In a heartwarming display of exceptional customer service, the Lexus Toyonaka dealership in Osaka, Japan, has once again proven its commitment to putting customers first. This exceptional service was recently highlighted in the "One and Only Day" series, a collection of heartwarming stories shared by Toyota.
On a particular day, a family dropped off their car for routine maintenance and asked to borrow a loaner car. The staff, led by Sakurai, a dedicated staff member, gladly obliged. Sakurai believes that keeping customers at the center leads to changes in what they say or do, increasing the chance of experiencing a "one and only moment."
As the family's car was being serviced, the dealership staff took the opportunity to help them in various ways. They explained new functions and features at an appropriate level, and even sent out cautionary messages to ensure the family's safety.
The family's daughter had recently passed her high school entrance exam, and the staff members, who view their customer's happiness as their own happiness, shared in their joy during a brief, five-minute conversation.
After the family left in the loaner car, the dealership staff prepared an "unexpected bouquet" as a surprise for the family. This gesture of appreciation was a testament to the level of connection and interaction the job allows, as demonstrated by another staff member, Katagiri, who shared a personal example of a customer sending a gift upon his marriage.
The "unexpected bouquet" incident is one of the stories shared in the "one and only" series, which aims to share heartwarming stories of exceptional customer service at Toyota dealerships. Initiated by a hand-written message from Toyota president Akio Toyoda, the series is designed to highlight the human aspects of customer service at Toyota dealerships.
The "One and Only Day" series shares true accounts of "one and only" incidents between customers and Toyota's dealership staff members, who put themselves in the customer's shoes to think about what actions they can take for each customer. This approach has led to memorable experiences like the "One and Only Day" incident at the Lexus Toyonaka dealership, where the staff went above and beyond to make a family's day special.
In a world where customer service can often feel impersonal, it's refreshing to see a dealership like Lexus Toyonaka in Osaka prioritising the human aspects of their job. Sakurai's belief that keeping customers at the center leads to unique and memorable experiences is clearly reflected in the dealership's actions, and it's this commitment to putting people first that sets them apart.
