"35-Year Connection Chronicles: An Invaluable Relationship"
In the heart of Kurayoshi City, Tottori Prefecture, Japan, a salesman named Mr. Yamashita has made a name for himself at Netz Toyota Kurayoshi. With over 3,000 vehicles sold, his approach to customer service is unlike any other.
Yamashita's journey began when he joined the local dealership as a vehicle technician in the service department after graduation. However, his career took an unexpected turn in his fifth year, as he was transferred to the sales department.
One customer, in particular, would have a profound impact on Mr. Yamashita's life and work. This customer, whose name remains unknown in the search results, shared wisdom such as "a life with sufficient food, shelter, and clothing is not to be taken for granted" and "it is important to be considerate and mindful of other people."
The customer's life took a turn when his wife was hospitalized. In a surprising gesture, Mr. Yamashita visited them, pleasing the customer immensely. This act of kindness marked the beginning of a deep bond between the two.
When the customer's wife passed away about a year ago, he returned to the dealership, this time to trade in his large car for a compact one. Feeling the loss, he was initially reserved. Mr. Yamashita noticed the change in demeanor and suggested keeping the car filled with memories for a while longer. The customer agreed, and his expression changed to a more cheerful one.
The customer and his wife often traveled together in a Toyota Regius Ace, sometimes sleeping in their car during long trips. They had shared many memories in that vehicle, and Mr. Yamashita was touched by this. In return, he gifted them souvenirs from his travels.
The relationship between the customer and Mr. Yamashita deepened during the 2016 Tottori Prefecture earthquake. Mr. Yamashita showed concern for his customers, including the customer in question, and made sure they were safe. The customer was grateful for Mr. Yamashita's concern, and their bond grew beyond a typical customer-dealer relationship.
Toyota's philosophy of putting oneself in someone else's shoes and thinking about what action they can take for the customer in front of them resonates with Mr. Yamashita. He believes that speaking directly with customers when receiving complaints is crucial for building trust and long-term relationships.
Through advice received from customers over the years, Mr. Yamashita's perspective on life and work has evolved. He sees the sales department work as focused on people, not just sales. He believes he has received many gifts from the customer, not the other way around.
During an interview for this article, Mr. Yamashita recalled the incident, wiping away tears. His story is a testament to the power of empathy, kindness, and genuine connections in the world of sales and beyond.
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