Page 29 - V3 TOGA_CX Presentation

5. LOST IN TRANSLATION
It’s frustrating not having a single point of contact for the end- to-end buying experience. There are different touchpoints in my journey, and sometimes there are queries that go unanswered, unclear handovers, variations in customer service levels, conflicting and sometimes misleading information. It would be great to have accountability from a person I can count on.
”I think if they had of given owners an opportunity to meet who the new person was that they were going to get handed over to, and even if they said no, that's on them. But at least having that door open, saying, "Hey, we've got someone we'd like you to meet, because this will be your new contact person.”
“Yeah. I said that. – They gave me misleading information. And like, I know it's silly but I'm very trusting and I believe what people say, which you should be able to. That's the only negative.”
“So I have no idea what communication was sent out and what I missed. I was never given an update on what was...Having a customer care contact, from the time that we purchased, through to the end, that would have made a big difference.”
“I wouldn't not buy with TOGA but I would say from the outset to the sales person, there are two big things that will really set us off to the point that we're financially quite strong and we can quite easily go to a competitor and that is, do not muck us around at the contract signing and do not have project managers that say no to every request that you have without really having any interest in it. If you can avoid those two scenarios, then there's no reason not to, assuming they deliver on what we expect and from what we've heard, that should be the case.”
“ The unit itself is gorgeous. The design is beautiful. The quality is excellent. So they hit top marks. I mean there's little bug bears that I don't agree with, but whatever. And yeah, it's proactive communication, probably end-to-end. Customer care, and like I said, that little valley of death between hand-offs, where we had no idea. That was probably my only reservation about the whole thing. It's that period from November, December, when the building was finishing, to the point right up until the strata was formed. Toga is obviously, has less and less responsibility, but the strata's not been formed yet, committee has not been appointed, but the residents are moving in. It's almost like this little valley of death you've got, as like one project ends and the other one begins.”
“I think they were quite good. The sales person is very responsive. The only thing about TOGA...It was my fault actually. You know they had a dinner? I couldn't get to it because I work long hours...That's the only disappointing thing that they never actually told me what that dinner was about. If I knew it was about selling car parks, I would have bought multiple.”
” the sales person was doing her job to push us into a sale. We weren't buying anyway but I just felt it was ... We were pushed to make a decision. Which we were going to make anyway but we were just pushed I feel.”
Commercial in confidence
33