Page 33 - V3 TOGA_CX Presentation

7. TALK TO ME
I feel forgotten after we’ve signed the contract. I don’t want to lose the connection. Keep the conversation going and the communication open, even if you don’t have all the answers. It shows that we are still important. I would like to be engaged all through and maybe even take up the other services that TOGA has on offer.
“I think they've managed the expectation of the process really well. They haven't over promised. They haven't under delivered so far. They've kept us in the loop. They've communicated through email. But I think the management of expectation has been good.”
“I prefer speaking to more senior people in the company, but yeah, it's just good to know that if I leave a message, he returns it. He has never not returned a message ever. Even late. Like you know close to seven PM at night, he'll just leave a message. So he obviously works all hours, but yeah, it's just a, I suppose in our position it's just nice to know that there is a direct line and whenever he does get back to me, he gets back to me with facts.”
“To be really honest to you, as of today I still like to deal with the old staff I first started. One thing TOGA might need to do better is for the training of their staff. Because for some of the new staff, I don't see the way the old staff has like really to care of us, like know that you have so many properties, so that ... You know what I mean, right? As a customer, I would be really happy when you call the person staff if they know you, they remember your name, they remember how many property you have, they remember all your requirement, they know that. No need for you to tell them, they know what you want, what you know. Sometimes I feel so warm.”
“And I think as a salesperson or anyone selling something, you should be reachable to your clients and try and reach out to them as soon as possible. Because I'm like, "Oh, what's going on now? I can't get a hold of you. I sent you an email, you said you sent me an email. Don't play the game. Give me fact and not grey areas.”
“Even if you've got nothing to tell me, it's better to just be on the front foot and tell me on Monday morning, "We have nothing new to tell you." Which would save me a phone call. And certainly don't be making, "Oh yeah, it'll be two to three weeks." I'd rather you say, "I don't know." And just tell me to, "Factually, "It typically takes this," and just tell me each week that "I have nothing new to tell you."
“I think they're responsive. It's good quality I really think. And they're available on the phone and email, which makes it easy.”
“I think TOGA has lost the chance to engage with us. I want them to keep me updated. I can see how it goes and I can have a progression for the money from the bank or whatever, because I'm from overseas.”
Commercial in confidence
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