Hey Toyota, where's your customer service?
Last week I tried to call Toyota national head office to speak with the product manager for their vans. I have some questions for Toyota and need some technical information on load ratings and capabilities of their vans. This information will help me to help them sell more vans.
My first challenge was finding a number to call Toyota on. The Toyota website doesn't have a "Contact Us" section. I searched the directory listings and got hold of a Toyota dealer who put me onto another dealer, who eventually gave me a phone number to call. Not surprisingly when I called this number I went into a call centre queue. My call was answered by an agent who was not permitted to put me through to the product manager. She said the best way for me to make progress was to send her an email request that she would pass on to the product manager so that he/she could respond. This I did straight away and I'm now waiting.
I thought Toyota was a customer focussed organisation?
I'd like to think that ALL suppliers in the glass and window industry make their technical specialists and sales and marketing people more accessible than that!
Surely the Toyota sales and marketing team must know that many of their vans are purchased to put our racks on. The fact that they don't proactively call on us and force feed us product information is bad enough. To not have an online or phone based service to help us when we need product information is even worse!
Take 5 minutes to search your company on the web. Search using key words which describe the products and the services your company provide. How easy is it to make contact with you? Call your company and see who answers the call. Send an email and see who responds. Do some regular checks to make sure you don't become a Toyota!
(Addendum : I went back to the Toyota website and they do have a contact phone number on a banner at the bottom of each page. On my first visit I just didn't scroll down far enough, past all the video links for their TV commercials and promotions, to get to it.)