“I love what I do. I believe that my team
here does as well. That makes a difference.”
we can change ourselves interact better
with that customer. To pull that off, the staff
must be special and unique.”
It may be a long and arduous process, but
Matt believes that the hard work his team
has put into their personal development
has led to greater rewards for both them
and Triple M Trailers of Texas.
From there, new hires spend a week in an
orientation program, which includes a day in
each dealership position just to understand
the questions from that department’s
perspectives. Finally, product knowledge
meetings and sales-related training helps
interpret the product features into the
customer benefits.
Matt says, “I want our staff to be known,
by the manufacturers we represent, as
the industry experts. I’ll invest whatever’s
necessary to do that. We make sure we’re
educating and positioning ourselves to be
experts.”
“The customers can sense it. The interaction
feels different. You realize relationships are
important. Each employee is different in
their journey. Not only has the dealership
grown, but the individual employees have
grown as well.”
When you take as much time in the
selection process as Triple M Trailers of
Texas, it’s even more imperative to get the
rest of the process correct as well. For
Matt’s team, that’s when the real training
starts.
“I send everyone, from accounting
to service, to manufacturing facilities.
Everybody goes. They tour it and learn
the service and sales side of things from
the manufacturing perspective,” McKinley
explains.
www.natda.org
While a strong company culture looks good
on paper, it must translate to the customer’s
experience. Happily, Matt reports that the
incredible team he’s been lucky enough to
work alongside has exceeded expectations
in that area.
“We want customers to feel an experience
when they come to the dealership. That’s
part of our mission statement; to provide
the most extra-ordinary experience that
one could have at a trailer dealership.”
When asked what he feels towards his
team, Matt simply replies with, “Gratitude. I
love what I do. I believe that my team here
does as well. That makes a difference.”
NATDA Magazine
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