Notes

With branches to boast, it’s worth r3eckonoing that it has been an all successful journey to the top as the company tried to establish its niche within the competitive Havana Sport Utility Vehicle Market. A glimpse at the dealership showroom and one would think that it has been an all rosy business for this dealership. However, the reality dawns on you when you decide to interact with the management of the company and a history of the company is provided. To them it has not been an easy journey trying to climb to the top and establish their business, make profit and at the same time fight the growing completion which to them still remains a challenge. The staff here is so optimistic that better days still lay ahead for the business and it should grow and establish its branches in other parts of the country. It’s noted that they have a number of branches already into place, but their ever growing customer base must surely be served. Fairdrive Cars is therefore a successful business story worth telling over and over again.

A word with Mr. Shah
It’s a busy day and Mr. Shah is busy talking to a client who is placing an inquiry over the phone, and seems to have been referred by a previous customer. I am at the waiting bay, but I can follow up on the conversation as they talk. The man talking is placing an order for three vehicles to be delivered to them by the close of business. The impression one gets is the one of a busy and prosperous business organization. It’s finally a chance to have a word with the Manager, and he welcomes me to his office, served with a cup of tea after indicating I wanted to interview him on certain details of the dealership business. After making various enquiries regarding the journey of the business and where it now stands, it’s my chance to get the true picture as is being presented by the manager. He stares into space, clears his throat and then begins with the journey of the business somewhere in 2003, when it was a a mere agency trying to connect the potential buyers to the dealers.
He reckons that since the idea was hatched and the dealership established, the business has never looked back, and theirs is hard work and destination, and in particular as far as marketing is concerned. He says that the main challenge which the dealership has been faced with since its establishment is the ever rising competition, forcing them to up their game, and especially as far as marketing of their cars is concerned. So far, he says they have achieved commendable results in so far as marketing is concerned, and their move now is on customer experience, always trying to give them the best. It’s through the best treatment of their customers that they have been able to get more customers through referrals. The interview paints a mixture of success and the determined struggle to rise and remain on top by the dealership.
A word with the Employee

Right outside the show room we meet Ms. Viktoria, the customer relations officer. She has been part of this team since when the dealership was established and she reckons how she has drawn most of her experience from the operations of the dealership. Asked about her experience so far with the way the dealership handles the employees and the various staff, she paints a good picture, and points out to how the dealership has heavily invested in its staff motivation. She also reveals how the good customer relations they have established with the various clients already handled have helped the dealership build its reputation, thus keeping it on top.
The customer Expiries
Next to us is a customer who is busy feeling the customer experience questionnaire, and the others are busy viewing the car they have just bought. When asked about their experience so far, he reveals of how he has never received such customer service elsewhere, and he is now buying his third car with the dealership. So far, he has also refried there of his friends to the business. They were therefore doing well with the way the customer relations of the business are being managed.
The Honda Dealer Competitor
Next to this dealership stores is a Honda cars dealership stores, equally doing well from the look of things. When granted entry, I have an encounter with the manager who reveals that they have also experienced a number of challenges, and in particular, the dealership has been receiving increased competitions, and in particular from the Toyota dealership I just vested. They no longer enjoy the monopoly and they are therefore forced to up their game in order to remain in the business.