Hino Shell Beach has come out top as the provider of the greatest customer experience according to an evaluation by Hino SA. This is a comparative newcomer to the Hino network but has certainly made its mark as a caring company, not only in terms of its customers, but also its wide-ranging involvement with the local community.
Hino Shelly Beach, which was established as Halfway Truck Centre in 2006, is part of the growing Halfway Group, which includes Hino Honeydew, a long established member of the Hino family in South Africa.
The big news came in 2009 when Hino Shelly Beach was established in custom-built premises in 2009. The operation is comparatively small, but the team is dedicated and focused and delivering the best customer care in the industry. This has now been recognised with the presentation of the Customer Experience award for 2011 by Hino SA.
The dealership team, headed up by Patrick Arthur, is always looking at innovative ways to further lift the bar in terms of customer service. One of these was to build a van body on a four-ton Hino truck and equip it is a mobile workshop, with generator, compressor, computers, lubricants and special tools so that on-site servicing can be carried out.
“In addition we are able to service vehicles on Saturdays, Sundays and in the evenings to fit in with customer schedules and limit the effect of downtime,” added Patrick Arthur.
“Another tool we use to measure customer experience is the use of a very efficient call centre, Infinity Call Solutions, who call our customers after each transaction to provide feedback to our departmental managers to take remedial action immediately if it should be necessary and also to provide feedback at our weekly meetings.”
Hino Shelly Beach, in line with the other dealerships in the Halfway Group, also plays a significant role in community activities These include sponsorship of the Midmar Mile swimming marathon, exhibiting at the successful Lions Club show in Port Shepstone and sponsoring personalised tog bags and bottled water for the Port Shepstone High School’s under 15 rugby team.
“We are very proud of the progress we have made in a comparatively short time and treasure the band of happy customers with which we already do business. Now we want to grow our business in respect of all the disciplines, being sales, parts and service to become an even bigger player in the Hino dealer network,” said a proud Patrick Arthur.