An automobile dealer, Mandilas Enterprises Limited, says it has captured 63 per cent of the Toyota market share in the after-sale service in Nigeria.
The General Manager, Mandilas Enterprises, Mr. Stephen Gladwin, who gave the figure in Lagos, also said the after-sale business had provided the huge chunk of the auto company’s revenue in the last three years.
Toyota has over the years remained the number one auto brand in Nigeria even with the general drop of about 80 per cent last year in the sale of new vehicles among all auto dealers/assemblers in the country.
Gladwin said the Toyota Nigeria Limited confirmed the leadership of Mandilas in the customers and after-sale service among all Toyota dealers at the TNL award held recently in Lagos.
He said, “Our focus in the last three to four years has been on the after-sale service and it has paid off because we’re generating most of our revenue from after-sales.
“At the last TNL awards for dealers, Mandilas was given 63 per cent market share for the after-sales and we won the highest number of awards.”
Going by the list of awards for the event made available to our correspondent, Mandilas carted home among others the best customer service manager, the best marketing manager, the best parts manager, the best service manager, the best service team, the best marketing team and the best service advisor.
According to Gladwin, apart from having the largest spread in terms of service centres across the country, Mandilas’ attention to detail, keeping in contact with its customers and preventing their vehicles from staying too long at the workshop have continued to make it excel in the after-sale service.
He said the firm also prioritised the continuous training of its technicians, adding that many of the personnel usually excelled in their overseas competition organised by the Toyota Motor Corporation after every major training programme.
He described the automobile business in Nigeria in the last three years as very tough, attributing the situation to issues with foreign exchange and substantial increase in prices of vehicles following hike in import duty.
Gladwin said that the company had recently embarked on a number of ‘give-away’ schemes aimed at strengthening the bond with its customers.
One-year car tracking and crashing of its service costs were two of the schemes, he said.