How great customer service created a lifelong business relationship

COME FOR THE TRUCKS, STAY FOR THE SERVICE

Tell us a bit about your business, Tilt Tray.

My parents started a family transport business in the late ‘70s, covering Orange and the Central West of NSW. In 1988, as a young and eager 18-year-old who spent many years working for the family business, I decided to start my own transport company. The core of my business is carting. I transport everything and anything. Mostly, I cart gear for building and industrial hiring companies, and forklifts for the major players in the Central West.

Why did you decide to purchase your first Hino?

My 'old man' bought around 20 new trucks from Hino over the years. He began with a second hand truck, then in 1982, as the company grew, he purchased two new Hino medium-duty FF177s. In the late '90s, the fleet had grown to 13 trucks, which included various Hino trucks. 

Having spent a lot of time around my dad and his trucks, I saw first hand that the quality and durability of Hino trucks is second to none. In 1994 I bought a brand new Hino from West Orange Motors, which started a great business partnership. I had three Hino trucks at one stage, but I recently sold two and now operate as an owner-driver.

I love my 2015 Hino 500 Series FE for it’s reliability and durability – it has over 400 km on the clock and is still going strong.My previous Hino truck had 980,000 km on the clock, and I sold it with the confidence that it would last many more years. I was so confident that I even drove it 18 hours to far North Queensland and delivered it myself!

What specs and features do you like most about your Hino trucks?

The design of the cab has stayed the same for a while now, and I'm so pleased. I may be biased, but it's perfect. Everyone who drives it comments on how comfortable it is, everything you need is at your fingertips. When you’ve been driving in such comfort with such ease for so long, it’s impossible to look anywhere else… so please never change the cab! Some of my favourite features are the:

• Driver comfort
• Excellent cab vision
• Hill Start
• Reverse Camera

You first went to West Orange Motors with your dad in the 70s, and then for yourself in 1994. What is it that has kept you coming back over the years?

My dad went to West Orange Motors for his Hino trucks, and seeing as they took such good care of him, it was no brainer to go there myself. Only a few businesses nowadays can maintain a healthy relationship for over 40 years. They know me, my truck history and most importantly, my business needs.

When our main contact at the dealership started, he came into our yard and introduced himself, which goes a long way in central NSW. We've been mates ever since. Whatever I need, West Orange Motors gets it done. One example that springs to mind is that I needed custom bodies installed on my trucks for carting, and they drove me from Orange to Tamworth to pick up my new truck once it was ready. That’s what I call next level service.

Do you remember a specific time where you were greatful you had a Hino?

Working out of Orange and delivering the industrial hire equipment, I find myself doing lots of work in the mines around the area. The dust isn't ideal for grip, and it gets everywhere… But the hill assist, ground clearance, and the power off-road help me out a lot. There are a few times I would've been stuck without my Hino.

How would you sum up your experience with Hino to someone looking to buy a new truck?

In a nutshell… once you buy your first Hino, you won't want to try any other trucks. In my opinion, anyway. The purchasing of new vehicles is really easy, even with the stock issues that the world is facing. West Orange Motors have always been helpful with updating me on timings and keeping me in the loop, so I’m never left waiting unsure of what’s going on.

The Parts are excellent too. I only use Hino Genuine Parts on my Hino. I use a personal mechanic, but I bulk-buy what I need every year from Hino and get them installed myself. They're one of the biggest reasons Hino trucks last so long.

Stories like Ross’ reinforce the need for excellent customer service. Ross and his family have relied on Hino and West Orange Motors to provide them not only with quality trucks, but also quality customer experience for over 40 years. The business relationship shifted from a customer, to a loyal customer, to a friend. That is the Hino Advantage in all its glory.

If you are looking for a transport or carting business in the Orange and Central NSW region, contact Ross from Tilt Tray on  0428650926 or Ross_tam@bigpond.com.