Customer Experience

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We regularly survey our customers for feedback so that we can improve our service to you. We want to make sure your experience is worthy of a perfect 10 every time! Yes, we do rate on a 1-10 scale, and if we get an 8… that’s just not good enough for us… We strive for 9’s and 10’s every time. 

We have had some really great feedback – I personally read every survey. We take your feedback very seriously and plan improvements around them. I’d like to share with you some of the current initiatives we’re putting in place based on your feedback.

Creating a team focused on your success

In addition to our rigorous parts and service training for our team, we have done considerable training on creating a great customer experience for you! First and foremost, we want you to feel appreciated, then we want to make your experience with us effortless; we want you to feel that we are easy to do business with and that we do what we say we’re going to do! And lastly, we want you to feel secure knowing that we are the right business partners for you.

Keeping you informed, every step of the way

In response to your feedback, we are improving our processes and systems to ensure that we can communicate with you 24/7, based on YOUR method of choice: By phone, text, email, website, or chat. Our team is focused on creating a communications strategy that puts your best interests at the core.

Get the right part, quicker than ever

Thanks to your feedback, we have improved our parts fulfillment systems to significantly reduce our wait times and improve order accuracy. We have also created self-serve kiosks in many locations, where you have the ability to come in and pick up your own orders. We have implemented new phone technology that will improve our responsiveness and allow us to better handle your parts inquiries. We have implemented technology for our parts departments so that now, when you call and the parts team at the branch you dialed is not able to answer your call, you will be routed to another parts person within your region. This means that  there are now more people available to answer phones. Or you can leave a message and we’ll get back to you. You always have the opportunity to ask to be transferred back to your home branch, if that’s what you would prefer.

These are some of the many changes as we strive to make every interaction with all of our customers a perfect 10 every time. We truly appreciate your business and we’re eager to provide you with that premium service experience you expect and deserve from Toromont.

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