Nissan Forklift of Michigan recognized for service excellence

Ongoing achievements awarded

By Dixie Jirak

Nissan Forklift of Michigan, located in Grand Rapids, was established in 2004 as a division of Morrison Industrial Equipment which is a family-owned industrial equipment company with more than 60 years of experience in the forklift industry.

In its eight years of operation, Nissan Forklift of Michigan has achieved lofty sales and service goals gaining recognition in the Nissan Forklift Corporation’s SEP in 2010 by winning the Beginner’s SEP award, and again in 2011 by winning the Gold SEP award. Nissan Forklift of Michigan achieved a 76 percent on-time completion rate in its service department in 2010 and improved the on-time service completion rate to 94 percent in 2011, earning the gold-level SEP award.

“Taking care of our customers is our top goal. Winning the SEP awards is a great byproduct of operating under our service philosophy,” said Greg Morrison, president of Nissan Forklift of Michigan. “The gold-level SEP award conveys to our customers that we believe in offering exceptional service more than anything else and they know that they’re working with one of the best Nissan Forklift service departments in the country.”

“The main goal of the SEP awards is to bring recognition to our dealerships that show the commitment to quality, service and performance that Nissan Forklift of Michigan does, as well as encourage continued growth toward overall excellence,” said Dan Domberg, director, customer quality and satisfaction, Nissan Forklift Corporation. “The team that this dealership has cultivated is an excellent example of who Nissan Forklift customers want to work with.”

“Our staff is well-trained and attentive, and we’re proud of offering a quick response time for forklift service,” said Matt Wiechel, general manager of Nissan Forklift of Michigan. “We hold ourselves to a higher industry standard and feel that it’s important to continue to develop that practice.”

To celebrate these awards, Nissan Forklift of Michigan held a banquet for their entire team to recognize their achievements.

“It was great to give the whole team the recognition that they’ve earned,” said Morrison.

Along with the overall recognition of excellence through the SEP, both of the dealership’s sales representatives have been recognized with Rookie of the Year awards and the dealership’s service department earned honors in the corporation’s annual Pack for the Sun event.

Nissan Forklift’s SEP was established in 1995. Its ongoing mission is to provide a comprehensive program for its dealer service network that is based on implementation of best-in-class principles covering technical and customer service practices. Through SEP, Nissan Forklift recognizes those dealers who cultivate an environment for delivering a truly exceptional customer experience, and ultimately achieve a competitive advantage in the markets they serve.

Nissan Forklift dealerships that participate in the Service Excellence Program meet standards across seven main categories including business planning, employee competence and customer satisfaction. The standards in each area result in Nissan Forklift dealerships that provide more efficient work order processing and billing, well-trained and certified technicians as well as overall quality products and services for their customers. The Beginner level was added to Nissan Forklift’s SEP as an entry-level category in 2010; first time SEP participants received recognition for financial performance, employee competency, operational success and customer satisfaction.