When crisis is no obstacle
Most businesses tend to hold back and sit out the wild waters of global economic turmoil.
But not the JBT Group – Toyota Nueva Ecija has its roots in one of the biggest financial downturns in recent history, according to dealer executive vice president, Ivy Tan, in an exclusive interview with Inquirer Motoring.
“Our predecessor, Toyota Cabanatuan City, was established in 1997 during the Asian Financial Crisis with the core purpose of engaging in the distribution, marketing and sales of Toyota vehicles and genuine parts, as well as exceptional after-sales service,” she said.
But given that Toyota Nueva Ecija received the prestigious President’s Customer Satisfaction Cup of Excellence Award at the recent Toyota Motor Philippines (TMP) Dealer Conference for the second year in a row, the gamble seems to have truly paid off.
Just how did they do it?
Outgrowing the nest
Tan said after over two decades of operating Toyota Cabanatuan City, the group moved to a larger facility along Maharlika Highway in Santa Rosa, Nueva Ecija that was officially inaugurated on Jan. 18, 2019.
“Nueva Ecija has been our primary market area since we began our operations in 1997,” she said. “Our goal is to become number-one across all aspects of operations, not just in sales, but also in after-sales service and customer satisfaction.
Tan said this vision was strengthened in 2020 when former TMP president Atsuhiro Okamoto’s drive pushed for a home-to-home strategy that focused on customer retention. This led to more clients within Nueva Ecija returning to their dealership and sharing their positive sales and service experiences.
“This continued focus resulted in a high concentration of sales, with 85 percent coming from our primary and secondary areas – one of the highest in the dealer network,” she said.
Aside from Toyota Nueva Ecija, the JBT Group also handles Toyota San Fernando, Toyota Plaridel, Toyota Isabela, Toyota Tarlac City, Toyota Tugegarao City and Toyota Subic.
The greatest asset
Tan attributed Toyota Nueva Ecija’s back-to-back success to their dedicated team members.
“These achievements were made possible not by one, nor by some, but by each of us!” she said. “Pinaghirapan, pinagpaguran, pinagtrabahuhan.”
Tan added that keeping their employees happy and engaged directly translates into exceptional customer experiences.
“It is not just about completing tasks, but approaching them with passion, energy and care,” she said. “A happy team member brings their best self to work and that positivity is felt by our clients. We recognize that when our people are fulfilled and motivated, they are more connected to the purpose of their work, which enhances the quality of service we provide.”
Tan noted that their dealership’s commitment to standard operating procedures (SOP) helps uphold the high standards that have made them a leader among TMP dealers in customer satisfaction.
“There are times that things do not go as planned, with issues arising here and there,” she admitted. “But the leadership, dedication and support of our managers, heads and supervisors help keep us on course. Reinforcing SOPs ensures we stay aligned with our goals and inspire the entire team to strive for excellence, even in the face of challenges.”
This should come as no surprise, given that Toyota Nueva Ecija was born and raised in one of the toughest periods in our lifetimes.
