Hino Pinetown is one of the most successful dealerships in Hino’s national dealer network, having recently won the coveted Dealer of the Year title for a sixth time. The dealership is now aiming to retain the title, not by doing anything special but by focussing on making ongoing improvements to the way it goes about its business.
“This means continuing to build on best practices relevant to the dealership staff, company objectives, and, most importantly, those benefitting our valued customers,” explained Dealer Principal Piet van Romburgh.
“We had a strategy to win the title last year, using dedicated employees with a passion for top level customer satisfaction to implement the various factors which are evaluated in Hino’s Pyramid of Excellence. We are extremely fortunate in having very loyal customers with repeat buyers making up about 90% of our sales.
“Among the actions we use to ensure happy customers are on-site service for fleets when required, weekend fleet quality checks and ongoing focus and feedback sessions with our customers.
“I believe another factor that assisted us in winning the title for the sixth time is our commitment to staff training. We use Hino Quality Service training, the Bidvest McCarthy Learnership Programme as well as following the Hino Parts, Service and Sales Pathway.
“Winning the award was a real team effort with everyone in the dealership knowing what was expected of each of them and going for it! We are building on this strong foundation as we tackle the challenge to retain the title. The dealership currently employs 36 people and during the pandemic we only reduced our staff complement by one person,” added Van Romburgh.
Hino Pinetown, which is part of the Bidvest McCarthy Group, was established in the 1970’s on a site on Shepstone Road in New Germany. The dealership then moved to 19 Trafford Road in 1985 before being relocated to the present facility in Westmead in 2017. The new facility has 18 work bays including a roller brake tester and wheel aligner beside a small panel beating workshop for minor repairs. Average service throughput is 30 trucks a day.