Sydney City Toyota
CITY EXTRA
Fifth anniversary celebrates new era A message from John Roca, Dealer Principal Sydney City Toyota is five years young. That may come as a surprise to people who’ve been dealing with us for more than quarter of a century. But on March 27, 2015 SCT evolved from being a factory owned organisation to becoming a family business and I was privileged to become a partner/director and appointed as dealer principal. We’re now part of one of the most successful Toyota Dealer Groups in the country (based in NSW, QLD & WA) both in company fleet, and as important, in private transactions. In 2019 sales of motor vehicles across Australia stalled in line with economic uncertainty, down 7.8 percent, but new vehicle deliveries out of Sydney City Toyota increased and our relationship with our customers, who we call guests, strengthened. The experts cited a lot of reasons for the national slowing down - among them a tightening of lending rules (see our story in this issue) and a slowing of wages growth. But I run a hands-on business and see things a bit differently. Dealing with someone you can trust is a desire we all feel in our daily lives, and customer relations are thought by many to be at the heart of a strong business. I agree, but you can’t meet that desire unless you have a strong team of people delivering on the promise. So, at Sydney City Toyota we pay as much attention to employee satisfaction as we do to that of our guests. You don’t want to be met at the door by someone who is grumpy and whose body language tells you they don’t want to be there. We’ve set out to establish a culture of consistency and reliability. Minimising turnover and maximising commitment are the keys to keeping our team members, and their guests, satisfied.
1 | SYDNEY CITY TOYOTA | CITY EXTRA
Sydney City Toyota can claim to be one of Australia’s oldest Toyota dealerships. It developed from York Toyota, formed in 1964 to distribute Toyota passenger cars in NSW. ‘Yorks’ became Sydney City Toyota shortly after the formation of Toyota Motor Corporation Australia in 1987. Sydney City Toyota has 260 individuals across its three sites at Waterloo, Glebe and Banksmeadow. Last year we delivered 3,650 new Toyotas and that made our business the third largest in Australia in volume and proudly the leader in retail, or private, sales. A lot of our success has occurred because we like to keep things simple and our customers and staff needs at the core of everything we do. Another main reason for our success is due to the fact that we embrace new technologies and ways of communicating with our guests, particularly on-line. Many people prefer to communicate with us digitally, and we’re happy to do that as long as we have the means of retaining a personal relationship. This year will be a telling one. The changeover cycle for privately owned Toyotas is around five years so guests who were with us at our inception should be looking to change their vehicles over once again. People ask me if I’ll do much differently in 2020 and I say, not much, but I’ll improve on what has been succesful. We’ve developed a really good play book, so now we’ve just got to play it better. John Roca DEALER PRINCIPAL
Sydney children’s hospital. Help us help the kids Sydney City Toyota is inviting all its service guests to join in our support of the Sydney Children’s Hospitals. We’ve been backing the SCH network – at Randwick which is right on our doorstep, and also at Westmead and Bear Cottage – for several years. We made our latest contribution (pictured) only recently, and that’s when we came up with an idea which we’d like to pass onto our family of guests. What if every time they had their car serviced at either Sydney City Toyota at Waterloo or Glebe, everyone contributed just $2 to the Sydney Children’s Hospitals? We service 30,000 Toyota vehicles a year. That’s a potential $600,000 we could raise each year for one of the most deserving causes imaginable. We understand charity is a very personal choice, so we’d never suggest a levy or even an opt-out scheme. But, if you’d like to opt in, please let our service advisor know when you next book-in for service. We’ll add $2 to your account and then send your full donation along to the Hospitals. Naturally there’ll be no administration charges from us. It’s important that your contribution gets to the hospitals in full.
2 | SYDNEY CITY TOYOTA | CITY EXTRA
Some people say $2 these days is merely pocket change. We don’t think that way. Every dollar we have is one we’ve earned. So, we don’t make this suggestion lightly. But, if you can afford to give $2 when your vehicle is serviced, the total of all our contributions will make a huge difference to the kids at the Sydney Children’s Hospitals.
Know your opportuntities – car finance capped Consumer laws have recently changed – to the benefit of our customers and also to ourselves. And yet we find, on a daily basis, how few of our customers are aware of the new regulations which have made buying a car easier, sometimes cheaper and always more reliable. In essence – interest charged on dealer sourced finance on vehicle purchases is now capped by law. Car buyers cannot and should not be gouged by high finance rates. And if they have a good credit rating or score, it WILL immediately affect how much they pay for finance. The new regulations became law 15 months ago. We rolled them out in advance, and we’ve been actively promoting them to our guests. Here are the major points: - Dealers can now charge customers only two bases points more than the rate they pay their financier for money • To put that in perspective, dealers used to be unlimited in the margin they added on top of the cost of their money. Now they are capped • Purely for example: that means if a dealer sources its finance at 5 percent from their lender, it can charge its customer no more than 7 percent, a fair margin - Customers’ ability to secure finance is now determined by their own personalised credit score - You can go online to getcreditscore.com.au to see how you stack up • The higher your credit score, the less you’re likely to pay in interest and the more likely you are to get finance approval • Your credit score determines your risk to a financier
• A high credit score means low risk and that’s reflected in the interest charged • A low credit score sends a signal to the financier and they can choose to seek a higher interest rate in recognition of the risk they are taking. They may even choose not to finance the car - It’s very transparent and in the interests of fair trading and our customers which we support wholeheartedly - Some car companies offer a fixed rate card - We/Sydney City Toyota use Toyota Financial Services and like to work with each of our guests to arrive at a personalised and comparative interest rate • Sometimes that might even result in an existing owner refinancing their car to achieve a better interest rate than they currently have today - Ninety percent of private new car purchasers are financed, and their preferred method is a product Toyota has developed called Access which offers our customers the peace of mind of a guaranteeing the future value of their vehicle if financed through Toyota Financial Services. This is something banks and most other financiers do not offer (T’s & C’s apply) • It determines an agreed future value of the vehicle, removing the uncertainty to the buyer of the outcome of a balloon payment at the end of the contract • In plain terms, in some cases the value of the vehicle may be less than the amount owing – so the customer has to pay more - Access eliminates that possibility. Any shortfall is borne by the financier (T’s & C’s apply)
SYDNEY CITY TOYOTA | CITY EXTRA | 3
Everyone counts roll-out Sydney City Toyota is offering its service guests a $500 loyalty bonus to trade up or even sell their Toyota outright to the dealership. It’s an innovative and unique means of further rewarding our guests for dealing with us. And it’s part of a bigger program designed to help determine when is the best time, economically, to move on to a new model.
Notes:
We’ve joined Toyota in offering a no-cost, no-obligation “Life Cycle Check Up”. It’s a complimentary service designed to ensure each Toyota owner is still in the right car for their needs and budget. It looks not only at the condition of the car but also the car’s status under its warranty, capped price servicing and insurance plans. In other words; when is it best to move along for maximum financial benefit. That’s where our $500 bonus comes in. If you determine that now is the time to move, we’ll reimburse your service costs up the value of $500 if you purchase another vehicle from us or sell your vehicle to us.
Vehicle Lifecycle Check-up
Naturally the offer is valid only for 30 days from your last paid service with us.
uch
ALTY NT
As a thank you for your loyalty, we will provide you with a no cost, no obligation ‘Life-Cycle Check-Up’ yota.com.au on your current vehicle payment & service plan.
How does it work?
on
1. Review How many more repayments do you have remaining and when do your ‘Warranty’, ‘Capped Price Service’ & Insurance Sydneyplans Cityend? Toyota
ra
2 72
990
Q.
yota.com.au Sydney City Toyota What is a ‘Life-Cycle Check-Up’? 824 Bourke Street, Waterloo
A. T:designed 02 9565 6361 It is a complementary service for MD053160 MVRL51539 your benefit to ensure you are still in the right car for your needs and sydneycitytoyota.com.au budget.
“It’s all about exploring the right offer at the right time”
8235-4 Retention tri-fold brochure.indd 2
4 | SYDNEY CITY TOYOTA | CITY EXTRA
3 simple steps
36-38 Parramatta Road, Glebe T: 02 9565 6361
MD053160 MVRL51539 2. Qualify sydneycitytoyota.com.au Does your vehicle still suit your needs and could you be driving a different Toyota for less or upgrade to for a little more? It costs nothing to look
Your Loyalty is Rewarded at Sydney City Toyota Q.
Have about upgrading your What you is my asked reward for Toyota a guest? new one lately? We believe being afor loyal it will cost you less than you think. A. How’s that for confidence! As a valued and loyal guest we will reimburse your service cost (incurred on the day) up to the value of $500 if you purchase another vehicle from us or sell us your vehicle (offer valid up to 30 days from your last paid service with us).
3. Peace of mind What offers and options are available to you? • • • • •
Do nothing & continue to enjoy your Toyota Upgrade or downgrade Sell us your Toyota Refinance your Toyota Review all of the above in 3 - 6 months’ time
27/12/19 2:43 pm
27/12/19 2:43 pm
It’s all on camera Go to the dentist or have a knee operation and it’s most likely you’ll be shown a video of the work that needs to be done or has been performed. It can be a little confronting, but at least it helps the health professional explain the process – and provide comfort to the patient about the procedure and the bill. Yet the motor industry has access to probably the most valuable mechanical device you own, and simply says; ‘Trust me.’ Sydney City Toyota has decided that needs to change. Every service will come with a video, recorded by the technician in charge of the job. “Far from being a justification, it’s a matter of pride,” General Manager service Con Hatzivasiliou said. “The technician wants to show you what’s been done and explain why”. Sydney City Toyota is kicking real goals with its modern-astomorrow service facilities at Waterloo and Glebe. “When Toyota increased its unlimited warranty to five years, and extended coverage to seven years on engine and drive line including its Hybrid System, we thought it was time to up
our game,” Con Hatzivasiliou said. “After all, we’ve become a part of people’s peace of mind – just like their health professionals. “Keeping their Toyota healthy is important to their lifestyle and their pocketbook.” SCT has become a one-stop-shop for all Toyota needs. Its technicians are Toyota trained and understand their cars better than anyone. Plus, the service record of each Toyota is as important to its health as the medical files held by doctors and dentists. SCT has designed a program of maintenance so that some services can be performed quickly while guests wait. There’s a week-day courtesy bus to and from the CBD which rivals public transport for prompt transportation, and subsidised rental Toyotas for guests who need mobility. SCT now offers car wash and detailing services, a tyre replacement and fitting operation, and Saturday servicing. “There’s no reason to go anywhere else for the complete care of your Toyota,” Con said. “A well-maintained vehicle will prevent major and costly faults so our role as your vehicle’s doctor starts from the day you take delivery.”
SYDNEY CITY TOYOTA | CITY EXTRA | 5
Offers to watch out for Sydney City Toyota has released a sensational series of retail offers for the months leading up to the end of the financial year. But for ten fortunate LandCruiser and Prado purchasers there’s an extra bonus. Sydney City Toyota has secured a limited edition of the Toyota racing LandCruiser G-shock watch, produced especially for the Dakar Rally. Toyota Auto Body Works LandCruiser scored its seventh consecutive victory in class, in the 2020 Dakar back in January.
6 | SYDNEY CITY TOYOTA | CITY EXTRA
The celebrated G-Shock LandCruiser watch features a Solar Navigation GPS system, digital compass, massive data storage and is certified for extremes of heat, and cold. It comes in its own commemorative container. The whole package is valued at $500. The first 10 buyers of Landcruiser or Prado from Sydney City Toyota will receive their watch as a complimentary gift.
Life after footy – fulfilling for Cooper Cronk Sydney City Toyota ambassador Cooper Cronk (he drives a Kluger) is embarking on his first year of not playing premier football since school – and he’s going back to study. The half-back they call the “greatest of all time,” with four NRL Grand Final victories from nine attempts, is preparing to enroll in a Master of Business Administration at Sydney University. “That will be in 2021 – this year I’m going to do a bridging course to get the blood flowing and re-teach myself how to study,” the 38- year-old grinned. “Football always got in the way of my post-school study. “I was doing a Cert IV in Business in Melbourne when I was with the Storm, but then they started Monday night footy and that was the end of study.” Cooper is a shining example of how to transition from an elite sporting career. Its trite to say he quit while he was ahead. He made a determined decision to move onto the next phase of his work life while he was still at the peak of his skills. Now he’s giving back.
In 2020 he has become a “Half’s coach” for the Sydney Roosters NRL team with which he participated in back-toback Grand Finals. “I’m working with everyone from the Under 16s right up to the top-end,” he said. “It’s about the technical stuff, but also about the psychology of the game – how to go about the professionalism that’s expected.” Cooper is also working in another code. He’s accepted the invitation of the GWS Giants to work as a leadership coach “passing on real-life experiences to a great group of young men who desperately want success.” On top of that, he will be an analyst-commentator on Fox Sport’s NRL coverage. “The exact role is to be determined, but I think I’ll be used to forecast the plays,” he said. Cooper joins his wife Tara (Rushton) at Fox, but happily Tara presents A-League so their seasons don’t clash and there’ll always be a parent home to look after their 18 month old son Lennox.
SYDNEY CITY TOYOTA | CITY EXTRA | 7
Sydney City Toyota GLEBE 36-38 Parramatta Road Glebe, NSW 2037 T 02 9565 6313
Sydney City Toyota WATERLOO 824 Bourke Street Waterloo, NSW 2017 T 02 9690 9999
www.sydneycitytoyota.com.au