When Honda New Zealand Chief Executive Nobu Sonoda approached us to re-design their flagship branch in Newmarket his main criteria was the customer’s first impression was that it should look like that of a five-star hotel. His reasons for this were that a Honda customer welcome should be second to none so as to reflect the respective the brand has for its customers.
The brief was to reconfigure the existing reception area to also house a service reception facility, which was a relocated from downstairs, and to add a new reception to cater for Honda’s New Zealand’s head office which is also on this site. The other major part of the work was to create a customer lounge in which customers could wait to pick up cars, or just hang out in the type of club lounge situation. There is also a small work space in which customers can work while their cars are being serviced. The showroom also features a museum area to showcase the proud history of Honda.
Customer reaction has been even better than management hoped for, with customers helping praise on the new facilities and the improved sales and service experiences. This is had a very positive effect on the branches’ turnover and several similar refits planned to carry this model throughout the country.