Topic: Toyota Canada Consults With Disney To Improve Dealer Experience

[rrocket]

They're buying process. And experience management is much more expansive than just service...it'll extend right into the smells in the showroom (seriously), lighting, furniture, uniforms of service people, landscaping, merchandise displays, reception/phone greetings, and on and on until Toyota runs out of money or interest.

Holy all encompassing......its that in depth?

Yes indeed.

See, I had no idea that the whole process was so indepth. Thought it was just build a building, hire interior decorator and fill with salesmen....

Nah...way more than that. Obviously you've been in houses before...or hotels. Some of them make you feel comfortable and warm and fuzzy. You feel at home..like you don't want to leave.

Same idea in a dealership. You're more likely to buy if you are comfortable rather than anxious.

[Fobroader]

They're buying process. And experience management is much more expansive than just service...it'll extend right into the smells in the showroom (seriously), lighting, furniture, uniforms of service people, landscaping, merchandise displays, reception/phone greetings, and on and on until Toyota runs out of money or interest.

Holy all encompassing......its that in depth?

Yes indeed.

See, I had no idea that the whole process was so indepth. Thought it was just build a building, hire interior decorator and fill with salesmen....

Nah...way more than that. Obviously you've been in houses before...or hotels. Some of them make you feel comfortable and warm and fuzzy. You feel at home..like you don't want to leave.

Same idea in a dealership. You're more likely to buy if you are comfortable rather than anxious.

Thats pretty tough....as most people consider car buying one of the most stressful process they have to go through.

[Northernridge]

BP's global standards include what kind of fruit goes in the bowl at reception...and that fruit goes in the bowl at reception...and that there will be a bowl at reception. You get the idea.

[rrocket]

They're buying process. And experience management is much more expansive than just service...it'll extend right into the smells in the showroom (seriously), lighting, furniture, uniforms of service people, landscaping, merchandise displays, reception/phone greetings, and on and on until Toyota runs out of money or interest.

Holy all encompassing......its that in depth?

Yes indeed.

See, I had no idea that the whole process was so indepth. Thought it was just build a building, hire interior decorator and fill with salesmen....

Nah...way more than that. Obviously you've been in houses before...or hotels. Some of them make you feel comfortable and warm and fuzzy. You feel at home..like you don't want to leave.

Same idea in a dealership. You're more likely to buy if you are comfortable rather than anxious.

Thats pretty tough....as most people consider car buying one of the most stressful process they have to go through.

For sure. But if you can lower the anxiety even a little....It's a win.

Even the type of food you eat at an establishment can effect your mood.

[Fobroader]

BP's global standards include what kind of fruit goes in the bowl at reception...and that fruit goes in the bowl at reception...and that there will be a bowl at reception. You get the idea.

Well ya learn something everyday, never thought this was such a lucrative industry.

[Northernridge]

A quick customer experience management story…

Years ago we were pitching a certain Canadian provincial government lottery crop. advertising account and all the competitors were invited to participate in a fact-finding meeting/conference call. About 10 firms were involved, all regional (and present in the room) except for two Nevada firms that specialized in gaming promotions, they were on speaker-phone.

The client began to explain that they were having trouble getting enough traffic at their flagship casinos and the basis for advertising was to increase the number of customers entering the facility.

So, a guy from one of the Nevada outfits interrupts the presentation and asks about how the casinos comp drinks to gambling patrons. Our host lady (the client) frowns and says that the casinos are government owned and because of this, they do not give away alcohol for free to patrons (she is obviously annoyed by the question) and carries on.

A little later the same guys asked if the waitresses are topless in the casino proper or just in the lounge. The now embarrassed and flustered client turns red and reminds him that these are GOVERNMENT casinos and they do not give away alcohol and there are most certainly NOT topless waitresses anywhere.

The phone went quite for a moment and then the guy from Nevada says something like, “So, let me see if I’ve got this straight…you run casinos but you don’t comp drinks and you don’t have topless servers…and yet you actually think that you have an advertising problem?”

[Fobroader]

A quick customer experience management story…

Years ago we were pitching a certain Canadian provincial government lottery crop. advertising account and all the competitors were invited to participate in a fact-finding meeting/conference call. About 10 firms were involved, all regional (and present in the room) except for two Nevada firms that specialized in gaming promotions, they were on speaker-phone.

The client began to explain that they were having trouble getting enough traffic at their flagship casinos and the basis for advertising was to increase the number of customers entering the facility.

So, a guy from one of the Nevada outfits interrupts the presentation and asks about how the casinos comp drinks to gambling patrons. Our host lady (the client) frowns and says that the casinos are government owned and because of this, they do not give away alcohol for free to patrons (she is obviously annoyed by the question) and carries on.

A little later the same guys asked if the waitresses are topless in the casino proper or just in the lounge. The now embarrassed and flustered client turns red and reminds him that these are GOVERNMENT casinos and they do not give away alcohol and there are most certainly NOT topless waitresses anywhere.

The phone went quite for a moment and then the guy from Nevada says something like, “So, let me see if I’ve got this straight…you run casinos but you don’t comp drinks and you don’t have topless servers…and yet you actually think that you have an advertising problem?”

 

[ArticSteve]

The open question is what Toyota does with a character like Artic Steve after the training.   I see potential for a new Disney villain.

     Rest easy, I have no contact with the customers.

Toyota Canada subcontracts all the marketing, dealer rewards and such out.  Toyota Canada has a cash reward program for service advisors based on a complex set of targets.  One of their contractor's trick is to e-mail individual service and parts staff and hit them with a question such as:  Hello, when I eject my CD from the radio it is warm.  Is my CD working properly?    and there are many more.

Well one of our guys, who takes a Zoloft type med, gave the proper lame response, but also misspelled the word "thank you".  He wrote "thankyou" in his e-mail response.  He received a letter pointing this out and a reduced rewards score.  He went fing nuts.

A typical store makes a return of 2-2.5% on gross sales.  That is 20-25K on 1 MILLION and this is the sh*t that you gotta deal with these days in addition to all the other traditional problems.  It just gets worse.

 

[Snowman]

The open question is what Toyota does with a character like Artic Steve after the training.   I see potential for a new Disney villain.

     Rest easy, I have no contact with the customers.

Toyota Canada subcontracts all the marketing, dealer rewards and such out.  Toyota Canada has a cash reward program for service advisors based on a complex set of targets.  One of their contractor's trick is to e-mail individual service and parts staff and hit them with a question such as:  Hello, when I eject my CD from the radio it is warm.  Is my CD working properly?    and there are many more.

Well one of our guys, who takes a Zoloft type med, gave the proper lame response, but also misspelled the word "thank you".  He wrote "thankyou" in his e-mail response.  He received a letter pointing this out and a reduced rewards score.  He went fing nuts.

A typical store makes a return of 2-2.5% on gross sales.  That is 20-25K on 1 MILLION and this is the sh*t that you gotta deal with these days in addition to all the other traditional problems.  It just gets worse.

 

  HR is a tool of Satin. This is why I work from home.

[Ex-airbalancer]

Disney is nothing new
http://business.financialpost.com/2013/05/27/air-canada-taps-disney-for-flight-attendants-training-ahead-of-rouge-launch/

[Snowman]

Disney is nothing new
http://business.financialpost.com/2013/05/27/air-canada-taps-disney-for-flight-attendants-training-ahead-of-rouge-launch/

AC needs to get rid of +50 year old cranky flight attendants. 

[rrocket]

Disney is nothing new
http://business.financialpost.com/2013/05/27/air-canada-taps-disney-for-flight-attendants-training-ahead-of-rouge-launch/

AC needs to get rid of +50 year old cranky flight attendants.

Thank the union for they one!

[toolatecrew]

Well at least its not the other way around.

What if Toyota consulted for Disney?

Want to ride space mountain?
It should be a 15 minute wait but I'd have to check with my manager>
The ticket is 10$ but that doesn't include the 5$ ADMIN FEE
Plus there is also mandatory sick bag already included for each passenger. Its already in the slot so you need to pay the $5 whether you use it or not

So you owe $20 for the ticket please.

[rrocket]

Well at least its not the other way around.

What if Toyota consulted for Disney?

Want to ride space mountain?
It should be a 15 minute wait but I'd have to check with my manager>
The ticket is 10$ but that doesn't include the 5$ ADMIN FEE
Plus there is also mandatory sick bag already included for each passenger. Its already in the slot so you need to pay the $5 whether you use it or not

So you owe $20 for the ticket please.

You forgot to add that despite this, Space Mountain is the best selling ride.

[Ex-airbalancer]

Disney is nothing new
http://business.financialpost.com/2013/05/27/air-canada-taps-disney-for-flight-attendants-training-ahead-of-rouge-launch/

AC needs to get rid of +50 year old cranky flight attendants.

BA attendants are no younger, but the hand out two drinks at a time even in steerage, so they make you happier quicker   

[tenpenny]

A typical store makes a return of 2-2.5% on gross sales.  That is 20-25K on 1 MILLION and this is the sh*t that you gotta deal with these days in addition to all the other traditional problems.  It just gets worse.

 

Should find a different line of work.

Sent from my Vic20 using Java Moose

[Noto]

I just got back from Disney world - Space Mountain was amazing   (the whole trip was exceptional, thanks for asking, ya'll!)

I'd love to see the Disney Bootcamp - Mickey beating the sh!t out of its employees until they are "broken" into submission, then trained to be giddy, happy, and wipe your as$ just to ensure your happiness.

I think it's a good move.  Lexus has great customer service because their margins allow for the fancy dealerships.  I'd rather have a crappy dealership and pay $50/year less for my car, but I would not oppose the salespersons taking a lesson or two on how not to be pricks (except for Phillip at Wietzes (if you're still there)...I heart you, good Sir)!

[tooscoops]

A typical store makes a return of 2-2.5% on gross sales.  That is 20-25K on 1 MILLION and this is the sh*t that you gotta deal with these days in addition to all the other traditional problems.  It just gets worse.

 

Should find a different line of work.

Sent from my Vic20 using Java Moose

what i keep telling myself... but i love cars... i'm good at it... i (generally) like dealing with people...

but yeah... sucks to look at it that way... especially since the sales staff only make about 20-25% of that 2-2.5% of a million...

sucks to sell 1,000,000 worth of product (say 50 different customers at 20 grand each) and make 5000 bucks.... more to it obviously, but still...

[ArticSteve]

As margins decrease and costs increase and smaller operations being acquired by groups like Legget and Fine Asian, I don't see great stability for staff.

[blotter]

Well ya learn something everyday, never thought this was such a lucrative industry.

"Consultation" is the biggest business right now.  Disney is the hallmark of it all.

In the past two years I've never seen so many new companies, organizations, researchers, theories, etc..... doing this kind of stuff.