Engagement with Customers
Together with Our Customers
Our group gathers customer feedback through all means and works together as a team, from product development to after-sales service and support.
We form cross-departmental teams, including sales, development, quality, and procurement, and sometimes even top management joins these teams to visit our business partners around the world and gather firsthand feedback. Conversely, our customers sometimes visit us for meetings that last for several days. Together, we identify areas for improvement in our products and support systems, engage in frank discussions, and use this to develop better products and provide better after-sales support.
In addition to the "voices" we receive from our business partners, information such as operational status and condition obtained from "Takeuchi Fleet Management," the telematics system installed in our products, also serves as important "voices" that show how our products are being used.
In this way, we believe that our responsibility to our customers lies in sincerely addressing each and every request received through various forms of communication, improving, resolving, and growing together with our customers.
Dealer Meeting
Our sales subsidiaries in the US, UK, and France hold annual dealer meetings. These meetings allow them to reflect on the year's successes and challenges, and share goals for the following year. Not only do they foster camaraderie between Takeuchi and the dealers, but they also promote active communication among dealers, serving as a platform for exchanging information to improve each other's skills, such as sharing insights like, "When we presented this product in this way, it was purchased by these kinds of end-users."
We also have a system to recognize dealers and salesmen who achieve outstanding sales results, and we invite the recipients to our head office factory in Japan. These individuals, who are already familiar with our products, learn more about Takeuchi as a company and the people who work there, and they experience Japan's country, culture, and people, which energizes them when they return home.
Takeuchi US President, Jeff Stewart, speaking to attendees at Takeuchi Dealer Summit
Dealer Training (sales and after-sales maintenance)
Our dealers in each country are responsible for selling our products to end users and providing regular maintenance after the sale. Therefore, it is necessary for them to learn about the selling points of our products and the necessary maintenance skills.
For example, Takeuchi US invites dealers to a training center adjacent to its subsidiary headquarters in Atlanta for training.
- Quarterly sales training
- Advanced level technical training (more specialized, product-specific technical training)
- Intermediate-level technical training (learning about the mechanical layout common to all our products, the location and function of electrical and hydraulic equipment, engine control, exhaust treatment systems, etc.)
- Beginner-level technical training (delivered online through the Learning Management System: Takeuchi's Learning Management System)