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Dealer attributes robust growth to resilience and great teamwork


As the owner of a Honda authorised dealer, you know you have made it when you have all the services under one roof. Ong Kah Hong was one of the earliest founders to set up a Honda service centre on the stretch of Old Klang Road, Kuala Lumpur. What started off as a business to service car owners around the neighbourhood in the 80’s has expanded to include a showroom upstairs, more service bays and a Body & Paint centre. Still, Ong is humble about the growth of Peringgit Sri Motor Sdn. Bhd.

“Most of the customers come here for after sales service. We just keep doing what we are supposed to do, which is to ensure customers are satisfied, and it ultimately helped us to achieve our goals,” he shares. While Peringgit has been recording a steady growth in sales, he is not one to rest on his laurels as he aims to reach new customers outside of its district.

 

“We set new targets every year and I am thankful for Honda Malaysia’s support and guidance in improving our competency. Even though we have been around for a while, competition gets stiffer each year. The business climate is also not easy to predict as no two headwinds are the same. We have to work hard to improve customer and employee retention,” he explains.

 

An average of 80 to 90 cars gets serviced here each day. With that volume, everyone in the team needs to be performing efficiently to keep customers happy. A free shuttle service to Mid Valley is also available but for customers who are waiting, they are welcome to use the workstations with complimentary Wi-Fi and enjoy a free flow of snacks and hot beverages. Beyond that, the Service team sends scheduled service reminders to customers and follow up with an after-service call to ensure that customers’ cars are running optimally.

 

“Operations here go on smoothly because of good teamwork,” adds Lim Ping Hwa, Service Manager. “Our staff turnover is very low and we pride this as our strongest asset. With all our collective efforts, we hope to achieve higher productivity this year.”

 

He believes that when a team member is faced with a difficulty, everyone should work together to resolve it. “However, we need to be even more united in 2011 because our performance will be evaluated differently. We score a point in Honda’s performance indicator only if a customer grades us as ‘Excellent’, which is our biggest challenge,” he shares animatedly.

 

For Sales Manager, Bernard Lim, the dealer owner plays a significant role in the operations. “Gaining the trust and independence from Ong is something we absolutely appreciate. When it comes to meeting customers’ expectations, prompt action is crucial. It helps that both Lim and I are given the authority to make the right decisions, whether it is for the employees or customers.”

 

This year will be all about enhancing Honda and Peringgit’s reputation among Malaysians, he emphasizes. “Each of us here is committed to play an active role in increasing customer loyalty. The exciting thing here is we have got a great product that is highly valued. We just have to invest our time in customers and employees to move forward.”

 


Tags:Peringgit Sri Motor, Dealers, After Sales Service, Service Centre, Showroom, 3S
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