TOYOTA MOTOR Philippines Corp. (TMP) said it is taking a two-pronged approach to provide Filipinos with fast, reliable service while prioritizing safety for both customers and staff. As the company scales up its digital capabilities, its on-site operations are being adjusted to provide a “worry-free customer experience.” This effort, the company maintained in a release, is linked to kaizen, a Japanese concept that means continuous improvement, and is a Toyota philosophy “innate to its entire network.”
“As more Filipinos embrace online in their daily activities and transactions, Toyota has been proactive in developing digital access and shopping tools. MyToyota.ph, the TMP and respective dealers’ websites, and TMP’s virtual showroom all help vehicle owners and buyers with their needs from the comfort of their homes,” TMP said.
Launched in May 2020, MyToyota.ph allows customers to set appointments, choose a dealer and the service they need, and even make special requests.
Meanwhile, the virtual showroom facility enables users to more closely “inspect” the products while in the safety of their homes. Aside from a 3D virtual tour with a 360-degree view of the showroom, the virtual showroom lets visitors explore the interior and exterior of the vehicles.
Toyota Makati, Inc. (TMI), the first Toyota dealership in the Philippines, believes that the business of selling cars cannot be purely “inanimate.” TMI General Manager Lee Junia maintained that ISO safety-compliant TMI implements IATF health and safety protocols. Aside from requiring staff and customers alike to wear face masks and face shields, temperature scanners and touchless alcohol dispensers can also be found in the dealerships. Clients and visitors are also required to fill out a health declaration form through a QR code.
Mr. Junia continued that the level of engagement with clients is no longer as direct as it was before the pandemic. There are now protective barriers and enforced one-meter distancing. A skeleton workforce has also been enforced.
“It’s a whole new ball game doing business in the new normal. I used to train the marketing professional to sit close to the customer to be able to engage or establish a relationship. That’s all out the door,” Mr. Junia remarked. “But despite the new challenges, we remain fully committed to providing our customers quality service from sales to maintenance while staying safe.”
While TMI accepts walk-in customers, Mr. Junia “highly recommends” to set an appointment prior to a visit. This way, clients are assured of a well-prepared staff to assist them with their needs including test drives when they visit. TMI cleans and sanitizes all vehicles, including test-drive models, before these come in the branch and before they’re handed over to the customer. Test drives are available by appointment only, and only one customer may do the test drive accompanied by a TMI staff seated at the back to observe social distancing.
Mr. Junia assured clients that every service is available on-site from vehicle purchase to proper vehicle maintenance. To further assist clients’ inquiries and concerns online, TMI’s Customer Relations Department (CRD) is maximizing social media as a business tool to touch base with customers.
In line with TMP’s focus on making car ownership as affordable as possible, particularly in view of the financial challenges brought about by the pandemic, interested car buyers can avail of services offered by Toyota Financial Services Philippines.
“With Toyota’s various purchase programs such as low equity or low monthly payments depending on the kind of vehicle or payment method, people can acquire a car as easily as possible. We are able to create a package that will help customers especially during this time,” explained Mr. Junia.
Toyota also offers a standard warranty of three years or 100,000 kilometers, whichever comes first. TMP also reminds car owners of their window of protection within the warranty period, and that having cars maintained in Toyota dealers is important. Following the prescribed periodic maintenance schedule, which is usually every 5,000 kilometers or three to four months, is another sure-fire way to keep Toyota vehicles running smoothly.
As a newly implemented best practice for vehicle servicing, TMI technicians can go to the customer’s location serviced by van or motorcycle, with “all the parts and tools they need.” For retail clients, a minimum of two technicians are sent as long as their residence allows entry; for fleet accounts at least three to four technicians are on board. For parts, inquiries can be done online and arranged for delivery, if necessary.
TMI is just one of TMP’s 70 dealers nationwide, ready to serve customers. Each Toyota dealership applies its own measures based on the current situation in their areas to serve their customers better. Nonetheless, Toyota through its dealerships offer products and services to address the varying needs of its customers. Dealerships operate at regular hours — 7 a.m. to 5 p.m. for service, and 8 a.m. to 7 p.m. for vehicle sales depending on each facility’s local community guidelines. Customers are advised to keep in touch with the nearby dealership to know the specifics implemented.
For more information, follow Toyota Motor Philippines on Facebook and Instagram, visit www.toyota.com.ph, Twitter (ToyotaMotorPH), and Viber (Toyota PH) — for regular updates on products and services, dealer operations, announcements, and events. Check out Toyota models online at toyota.com.ph/showroom and inquire by choosing a preferred dealership. For after-sales needs and service appointments, MyToyota.ph is accessible online.
