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Communication with Customers
With Our Customers
We gather feedback from our customers through all available means and work together as one, from product development to after-sales service support.
We form cross-functional teams including departments such as Sales, Development, Quality, and Procurement. Top management also occasionally joins these teams, and we visit customers around the world to gather information directly from the field. Conversely, our customers also regularly visit us to hold meetings over several days. In this way, we work together to innovate our products and support system, and have frank discussions, leading to better product development and after-sales support.
In addition to the feedback coming directly from our customers, data on machine use and condition is relayed by the Takeuchi Fleet Management telematics systems installed in our products, another important form of feedback that shows us how our products are being used.
We believe that it is our responsibility to our customers to take every request received through these various types of communication and address them sincerely, then engage with the request, solve it, and improve products together with our customers.
Dealer Conference
Our sales subsidiaries in the US, UK, and France hold annual dealer conferences. We review the year's successes and challenges together and share goals for the coming year. These events not only deepen the relationship between Takeuchi and its dealers but also foster active communication among dealers themselves. They serve as a forum for exchanging information that helps everyone improve, such as sharing insights like, “When we proposed this product this way, we were able to sell it to this type of end user.”
We also have a program to recognize dealers and sales person with outstanding sales performance, inviting award winners to our factory in Japan. These individuals, who already know our products well, gain further insight into Takeuchi as a company and the people who work there. They experience and enjoy Japan's culture and people, which energizes them upon returning home.
Takeuchi US President, Jeff Stewart, speaking to attendees at Takeuchi Dealer Summit
Dealer Training (both sales and after maintenance)
Our dealers in each country sell our products to end users and perform regular maintenance after sales. Therefore, it is necessary for them to learn our products' selling points and maintenance skills.
For example, Takeuchi US invites dealers to the training center next to the home office in Atlanta.
- Quarterly sales training
- Advanced technical training (more specialized, product-specific technical training)
- Intermediate-level technical training (covering general machine layout, electrical and hydraulic component location and function, general engine controls and exhaust after-treatment systems on all our products
- Beginner-level technical training (provided online via Takeuchi’s Learning Management System: LMS)