Page 31 - V3 TOGA_CX Presentation

6. RECOGNISE ME
I am a loyal customer who has purchased multiple units or I may be buying the best unit in the building. Therefore, I should be treated like a VIP.
It would be nice to be recognised and respected for the time, referrals and money that I have invested. I love the way I am treated at the VIP nights and I wished this continued beyond.
“There was a slight feeling of once the money was exchanged, or the contracts were exchanged, and the deposit was paid, that we were kind of not very important anymore.”
“I would say my overall experience has been vague and up and down. Some has been good and then there's been bad. I noticed with them, when we're in a group environment of a VIP, they're all very good. But then pick them out singularly, not so good. What they should be like always is how they are in the VIP nights. They're very accommodating, they're very helpful. They want to give you information. But on the phone, they don't seem so keen. Who do I call? What do I do? You know?”
“We had to go to the display site. Now, I don't want to sound like a wank or anything, but we've bought the best, most expensive apartment. So we were told come at 9:30 and the agent will meet us there and then take us through to where we signed the thing. “...” When we got there, it was a circus. It was just a mess. We saw our representative, and she said We're really busy. “...” Okay, so we came back in an hour. And they were fawning and fopping and throwing themselves around people that are spending two f***ing cents on a one bedroom suite. It was so Asian centric. It was just, it really pissed us off. Like really annoyed us. It was not that we were expecting any special treatment. But we were treated like we were buying a car spot in the basement compared to the fawning and falling over and fopping over people that are buying freaking nothing. “...” We got d***ed around to come back at 10:30. Then we had to wait till 11:30. We finally got through at about 12:10.”
“All right. To be really honest, I think we are almost the oldest customer, or the most VIP customer, I guess. This is seventh from TOGA, including my relative as well, “...” I think that's the reason we were asked to help because we can provide a lot of the experience.”
“If you ask me the overall experience, I would say I actually I'm really happy with TOGA for them to really value the return customer. Because after they realize that I hold two or three, they started to really, really build a relationship no matter what project in Sydney they'll inform me first. If I'm interested they will start to send me all the information I want. And then we have the priority to choose and then I can choose the sales I used to work with to serve me. “...” They care about the reputation on another hand, right? Because if I have a good experience I also tell my friends I have experience with them and then from there actually, I introduced one or two friends.....”
”Honestly, I don't think so because I was not offered the car park. I just felt I got tossed aside, you know? “...” But it's not fair that I missed out. I don't know. I just feel, why should I be loyal to them? There's so many apartments out there that I can buy and that my friends can buy. Why do I need to keep saying, "Toga's really good. I've had no problems with them.”
Commercial in confidence
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