In Early March this year, a group of 33 PROTON dealers got the opportunity to visit one of Geely’s dealer outlets in Shanghai. The dealer visit was established with the focus to enable PROTON dealers to have a real look and experience Geely’s dealer set up and how this experience could be helpful in setting up similar facade and feel here in Malaysia.
For Lum Hon Yoon, of Gagah Murni Sdn Bhd, “It is a good experience being here. We get to see closer how a Geely dealer outlet looks like. There is a good use of space. More importantly, it has different areas for customers to feel comfortable, there are coffee area, discussion area, children area and reading area as well. This means that this place is catered for the whole family. Parents do not have to worry so much as the kids will have a play area, or if the wife needs reading time, then she can occupy the reading area, hence anyone can come and be occupied with something and not be bored while waiting for the car to be serviced,” Lum explained.
These areas serve its purpose and many of the dealers liked the idea, and view it as a modern family needs. “People are always busy and the idea to send in a car for service for a few hours seem like a whole day. With built-in areas such as the discussion area, this could also serve as a meeting point where two or more people can come and have a small discussion. Moreover, the existence of a coffee area means that you do not have to run to the nearest Starbucks or Coffee Bean just to get your morning or afternoon coffee fix to get your day going,” observed Aw Chiew Soon, of Warna Bestari Sdn Bhd.
Razali Ahmad, of Erakars Sdn Bhd shared similar views. “The showroom area is more or less like the ones we currently have in PROTON outlets. What separates it is the spacious waiting area and the comfortable rest area that looks like your home living room, which is what I anticipate customers will like the most. The additional facilities becomes the pull factor in attracting customers to come service their cars. At least patrons can occupy their time in the most productive ways, so overall it is a plus factor”.
For some other dealers, what impressed them was the smart uniform, and their professional ways of greeting the PROTON entourage.
“As for me, the spaciousness of the waiting area is an appealing idea. More so, what impresses me is their uniform. The guys and girls all look so smart. This is also good for business. Customers who come in, could feel the ‘one ness’ in their approach. For us, it is all about attracting customers to showroom,” explained Azizulmu’min Mohd Hussein Malim, of Rohamas Corporation Sdn Bhd.
“Furthermore, when sales and service staff speak the same language, be it in terms of uniform, or approach, it confers a lot of confidence amongst the customers, hence selling a product becomes easier, aside from good product knowledge,” Azizulmu’min said.
Footnote from the Editor: So our dear Proton Dealers, are you convinced yet? Other carmakers have been offering this kind of customer service at their premises here for decades, thus it really isn’t asking too much for ALL Proton outlets to do the same now, is it? – Chris Wee.
