PACCAR CUSTOMER EXCELLENCE CHAMPION
One of Australia’s largest regional truck dealerships, Brown and Hurley Kenworth DAF Toowoomba, has recently been recognised as the 2016 PACCAR Customer Excellence Champion. The award was accepted by Matt Innes, Dealer Principal, at the PACCAR Dealer of the Year Awards dinner at Sanctuary Cove, on behalf of his dealership.
The award is for the Dealership that provides the most outstanding customer service, as reported by customers themselves. It is measured on the basis of surveys of customer readiness to recommend a dealership to business associates, family or friends.
This survey program is performed continuously across the entire PACCAR network in Australia and New Zealand, and produces a numerical measure called the Net Promoter Score or NPS.
PACCAR Australia’s Managing Director, Andrew Hadjikakou, congratulated Matt and commended him for his dealership’s outstanding customer service and support.
“In 2016 Brown and Hurley Kenworth DAF Toowoomba had the highest NPS score for the network, including the second highest full year NPS score ever; it has strong customer relationships, is strong in parts and service and when surveyed, received no negative comments from customers about their service. It’s testament to their continued work on customer relationships that they continue to receive praise from their new truck customers,” Andrew said.
“When asked, ‘What are the most important reasons for giving the Dealer high scores in the survey?’ customers said things like:
‘It’s their service and their backup. They’re helpful.’ and ‘They are committed to parts and service training, and stay involved in their local community,’ Andrew continued.
Brown and Hurley Kenworth DAF Toowoomba’s Dealer Principal, Matt Innes, said he was pleased to accept the award on behalf of all his staff.
“I‘m really proud of the work everyone at the branch has put into providing good customer service, which has culminated in the winning of this award,” Matt said.
“When your customers give you high praise for the service you provide them and they share this with a third party in a survey, I’m very proud we can all share that experience together,” he continued.
PACCAR DEALER OF THE MONTH
For several months we’ve showcased the Dealer of the Month to highlight the people who make up the extensive PACCAR network. The Dealer of the Month is not an award-based recognition, more a nod to the people who make up the network. However, this month, we are recognising Brown and Hurley Kenworth DAF Toowoomba as winners of the PACCAR Customer Excellence Champion for 2016.
We caught up with Matt Innes, Dealer Principal of Brown and Hurley Kenworth DAF Toowoomba, just after the awards to hear about his dealership.
“Brown and Hurley Kenworth DAF Toowoomba provides sales of new and used trucks and trailers along with extensive servicing and parts facilities and is located is at 28-30 Carrington Road, Toowoomba, which is positioned nicely for customers to access from all directions into town. The Dealership is 28,000 square metres in size and offers easy access for heavy vehicles.
“Our workshop has 22 truck bays and ample parking areas for drivers to leave trailers while their prime movers are being attended to. We offer a 24 hour breakdown service and the workshop has the latest specialist tooling and diagnostic equipment to expertly maintain Kenworth and DAF trucks, as well as trailers.
“The opening of the dealership in February 2009 is a significant highlight, followed by winning the 2014 Kenworth Dealer of the Year, and now by winning the 2016 PACCAR Customer Excellence Champion Award. We focus heavily on customer service and it’s nice to have that recognised through awards.
“A point of difference for the Toowoomba Dealership is we allow road train access and parking for our customers with full drive through access in the workshop for these types of vehicles. We also sell and service trailers at our branch, providing the whole package in most applications.
“Growing up, my father was in transport in various roles, so right from the start I was interested in this industry. My career in this business started at a truck dealership in Brisbane in 1995 doing a sales coordinator role. I did it for a couple of years then moved into sales. I worked in that company for 13 years. I moved to Toowoomba in 2006 and for two years I travelled to Brisbane to work. I had a colleague in the industry mention Brown and Hurley were going to open a branch in Toowoomba. I couldn’t pass up that opportunity so I applied for the sales role and began with them in September 2008 and haven’t looked back.
“Had I not been working in the transport industry I would be in a building role; I don’t mind a bit of hands on work!
“I think people have many role models in life, all for varying reasons but if I had to narrow it down I’d have to say my Dad. He taught us all the rights and tried to guide us on how to avoid the wrongs! One thing that stuck with me that Dad passed on was pretty simple, ‘treat people the way you would expect to be treated yourself.’
“My greatest career accomplishment was moving into my current role as the Dealer Principal of Brown and Hurley Kenworth DAF Toowoomba in September, 2014. Early the next year we won the Kenworth Dealer of the Year award for 2014. Tony Hurley was the Dealer Principal from the day the branch opened up until that point and it was great to celebrate that achievement with him.
“Looking forward in the industry I think automation is becoming a major influence. I think this will become part of the norm for a lot of operators, if not already. I think we’ll see some major technological advances in the coming years!
“In general I believe the industry has a lot to look forward to with projected forecasts to date showing a significant expectation of growth in freight demand.
“When you visit Toowoomba be sure to visit Picnic Point, it’s one of the town’s tourist hotspots. Picnic Point has a spectacular view back towards Brisbane and provides a number of activities as well as restaurants, BBQ areas and parks.”
Thanks Matt for your insight into your dealership and congratulations again for winning the PACCAR Customer Excellence Champion for 2016, Brown and Hurley Kenworth DAF Toowoomba.