Toyota of Tampa Bay achieves #1 for Customer Satisfaction in the State of Florida!
For the past few years, the words "Fast, Friendly, Fair & Fun" have resonated throughout Toyota of Tampa Bay. For the past two years, the service team has finished #1 in the District for customer satisfaction, and in 2011, finished #1 in the state of Florida.^
Customer Satisfaction has become an integral part of the culture at Toyota of Tampa Bay. The Service Department approaches every opportunity with the motto "Every Customer Everytime!" It is with these words that Toyota of Tampa Bay has built the foundation for the customer experience. In 2011, Toyota of Tampa Bay's Fixed Operations Department exceeded a combined 87,000 Collision Center RO's, Parts Invoices (Wholesale & Retail), and Service RO's. Keep in mind that a large majority of these opportunities started with a "problem" or repair.
With 87,000 opportunities, weekly training is a necessity. Our training is designed to focus on one step of the process over a week's time. In addition to specific training, we have also isolated specific parts of the process within the weekly training. By approaching the training with a weekly topic, it allows us to be able to conduct the training in simple segments.
In addition to ongoing training, we will also address deficiencies in our process immediately. If we identify a part of our process that needs to be addressed, we will either adjust the working aspects of that process, or completely recreate that portion of the process. Regardless of the situation, our associates are empowered to make sure that we never allow a customer to leave the facility if they are still upset about any aspect of their visit.
Creating a culture that matches the facility has a powerful impact on the customer experience. Our customers will frequently comment about the amenities that our facility has to offer.
The culture of the facility is matched by the culture of the people. This multiple year honor is a direct result of our people. The people who have worked to perfect our processes, improve our culture, and allow multiple departments to work together, are the reason that Toyota of Tampa Bay has been able to create an EXCELLENT experience for over 87,000 opportunities.
Thank you Toyota of Tampa Bay,
Mark Guido, George Mantzaris, Tim Higham, Cliff Sharpe, & John Gliem
TOYOTA OF TAMPA BAY TOPS IN CUSTOMER SATISFACTION...AGAIN!
For the second year in a row, Toyota of Tampa Bay was named the # 1 Dealership in Customer Satisfaction in the Tampa Metro area.* In fact, Toyota of Tampa Bay was ranked # 1 for the entire state of Florida!^
"I am extremely proud of our team," said General Manager John Gliem. "But our real thanks goes to our great customers. It was their feedback in an independently conducted survey that allowed Toyota of Tampa Bay to claim this award for the second year running. We view this not only as a honor, but also as a challenge to provide our customers with an even greater experience in the year ahead."
Throughout the year, Toyota surveys actual customers about their experience at individual dealerships, compiling an SPSI (Service Parts Satisfaction Index) for each dealer. Toyota of Tampa Bay accumulated an SPSI for 2011 that ranked highest in both District 3 (the Greater Tampa Bay Area) as well as the entire state of Florida.
Toyota of Tampa Bay is a Proud Recipient of the Presidents Award for 2010:
Each year, Toyota Motor Sales recognizes its stellar dealerships with the prestigious President's Award. It's a very high honor a dealership can receive from Toyota, and is only awarded to those dealerships who have demonstrated a commitment to maintaining Toyota's high standards for customer satisfaction.
One of Toyota's primary goals is to emphasize the entire ownership experience. We want to help ensure that our customers are satisfied not only at the time of purchase, but as long as they own their vehicle. Offering top quality cars and trucks is, of course, the first step - but only the beginning. Toyota dealerships strive to match the quality of our products with the finest service in the industry. In order to qualify as a President's Award winner, dealerships must excel in each of a series of categories, including Customer Sales Satisfaction and Customer Service Satisfaction. Dealerships which meet the requirements in all categories receive name badge recognition at all dealer events, national recognition in an Automotive News advertisement and, of course, the beautiful President's Award Tiffany crystal trophy.
Toyota of Tampa Bay Receives Crew of the Year Award
Tampa Bay, FL - Toyota of Tampa Bay has been selected as the Wheels of Success Crew of the Year. Toyota of Tampa Bay was presented with the Hub Cap award at the annual R.A.C.E. Luncheon held at the A La Carte Event Pavilion on Friday May 13th. "We're very honored to be recognized with this award from the Wheels of Success organization. Being a positive member of the community and maintaining a pay it forward philosophy towards service has always been part of the way we do business." Toyota of Tampa Bay, General Manager John Gliem stated.
Toyota of Tampa Bay was selected in recognition of their significant impact on the success of the organization in the last year. Their dedication to servicing Wheels of Success vehicles is one of main reasons the program has continued to grow and succeed within the community.
"Having a reliable form of transportation is essential for parents to get their kids to school and themselves to work. We're honored to help families in our community during this tough economic time." Toyota of Tampa Bay, General Manager John Gliem said.
About Toyota of Tampa Bay
Toyota of Tampa Bay is part of the Morgan Automotive Group; a family owned business that believes giving back to the community is important. Larry Morgan, Chief Executive Officer and Owner of the Morgan Automotive Group, feels it is important to give back to the community because his customers are also his neighbors. Larry Morgan has donated millions to local charities and organizations including the Plant Mease hospital system and his local church in Clearwater. Toyota of Tampa Bay is located at 1101 East Fletcher Ave. Tampa, FL. Visit www.toyotaoftampabay.com or call 1-888-882-6356 for more information on their full-line of vehicles and services.
About Wheels of Success
Wheels of Success supplies needy families with reliable vehicles and/or car-care services so they can arrive at work dependably, take their children to school, shop for groceries and participate in community activities. Wheels of Success obtains vehicles through purchase or donation, and restores them to good running condition through the support of partners in the automotive industry. Since 2003, Wheels of Success has refurbished 280 donated cars for low-income individuals and families. Visit www.wheelsofsuccess.org for more information.
^#1 in Service for the State of Florida per VSS 2011. *#1 in Service for Tampa Metro per CSI 2010 and 2011.