Total Nelbury is the best place to have your car washed in Mbombela
A wise man once said: “Success is seldom if ever, an individual effort". With 30 years of retail experience, 16 years as the owner of Total Nelbury in Mbombela, Mike Coen, who also owns other businesses, can attest to the truth of this.
Also, Mike is seriously mindful of the fact that the human element in every business is critical to its success. “We measure customer expectations. We are customers also and every member of staff is as much an owner of the business as the next.
We employ 28 people at this site – half of them have been with the company for more than eight years. We are mindful of their challenges. In fact, I have slept and travelled to and from some of the townships by taxi and bus – I understand why it is necessary to let go or adjust many of our rigid demands on our employees,” says Mike.
The car wash at Total Nelbury has, for the fourth year in a row, walked off with the coveted Best of Mbombela award. So, winning has become their habit – delivering consistent and authentic beyond-the-norm customer service has become the driving force behind the small seven-member car wash team.
Says supervisor Rudolph Mabaso, “I love what I do. I love communicating with our customers and also learning new things. I love wearing my name tag, which also indicates my eight years of service with my employer. Averaging between 25-30 cars per day is hard work but we rotate the various tasks on hand so that whatever one does, does not become just another chore.”
Even though the car wash process is relatively simple, there are many things that can go wrong.
“Our staff and Jose Pereira, the manager, are quite aware of the risks involved and they accept responsibility for the results of every performed task accordingly. Our training programmes are also geared towards empowerment and promotion of those who show ability and a willing attitude. Within all of my current businesses, all senior management and supervisors are internally promoted staff.
Recognition of ability is an important motivator for success. Winning awards in itself is never the ultimate goal, neither is it set as the only way to gain recognition. Winning the Best of Mbombela is an acknowledgement of our commitment to a loyal customer base. It is the result of each employee taking responsibility – owning their part of the business as their own,” concluded Mike.
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