TMH’s vision is to create a dynamic Dealer Playbook by the functional department, which standardizes Dealer best practices that exceed customer expectations and, as a result, builds customer loyalty and improves Dealer profitability. Also, we want to make it easier for the end-customer to do business and manage their business with Dealers as well as with Toyota. The Playbook is designed to provide Dealers with more opportunities to add value to their customers across all territories. Our goal at TMH is for Heavy Duty, Telematics, Service Sales, Parts, and Rental best practices to be shared and embedded across North America, thus enhancing Toyota’s relationship with the Dealers and end customers. Additionally, our goal is to create loyalty across the best Dealer material handling network in the world. Heavy Duty Trucks, Telematics, and the Service Department Playbook chapters are the next planned publications.
Similarly, TMH published the third “chapter” of the Dealer Playbook in January 2022, which focused on Service Parts. A team of six TMH Dealers worked with a team from TMH to develop the Service Parts Dealer Playbook chapter. The structure of this chapter focuses on the Customer Experience utilizing several key processes, best practices, and idea-sharing examples related to Service Parts. An appendix of documents and examples are included as reference tools at the end of each section.
Special thanks to the TMH Dealer Team that collaborated and shared best practices to develop this chapter (Amber Soltero – Southwest, Kerry Swafford, and Jim MacGregor – Toyota Material Handling Systems, Jim Conner – PennWest, Lance Landeche – Southern States, Stephen Andres, and Jaime Reyes – Toyota Material Handling Northern California and John Ferguson – Liftow).
The Playbook is located on the Portal at “Portal > Solutions Center > Dealer Development” and is attached to this notification for easy reference. All three completed Playbooks (Rental, Sales, and Service Parts) are located in this same location on the Portal.
Also, in February of 2022, TMH assembled the most profitable TMH Dealers in North America to refresh the first Dealer Playbook Rental. “Chapter”. Under review are processes and key enablers that enhance the customer experience:
I. Customer Request- Short Term Rentals and Forklift Availability/Specifications
II. Rental Rates & Quote
III. Delivery
IV. Customer Billing & Invoicing
V. Operation
VI. Return
VII. Customer Satisfaction
VII. Key Performance Indicators
IX. Synergy / Leadership- New!
X. ASEC –New!
TMH and the Dealers spent time during two “virtual” workshop sessions refreshing and finalizing the best Rental Customer experience possible. By providing their dealerships’ input and best practices, they improved upon all the customer processes and ultimately drove a best-in-class experience for our customers across North America. Look for the new Rental Chapter to be published to all Dealers on April 1, 2022
Finally, special thanks to all the Dealers that made this second Rental Workshop possible and a huge success!
If you are interested in learning more about the TMH Playbook or you have any Dealer Best Practices that you would like to share, please reach out to Trey Barber or Michael Parker with the TMH Dealer Development team.