"Thirty-five Year-Long Connection Celebrated in 'One and Only Day' Series: A Valuable Bond"

In the heart of Kurayoshi City, Tottori Prefecture, Japan, a remarkable story unfolds at Netz Toyota Kurayoshi. At the centre of this narrative is Mr. Yamashita, a salesman who has sold over 3,000 vehicles. But for Yamashita, these numbers are more than just sales figures—they represent the thousands of human relationships he has forged over the years.

This journey began when Yamashita joined the local dealership as a vehicle technician in the service department. However, it was his transfer to the sales department in his fifth year that marked a significant shift in his career. He prioritised his relationships with customers, a decision that would lead to a profound encounter.

One of Yamashita's most memorable customers is Mr. Saito, who has been visiting Netz Toyota Kurayoshi for over 35 years. In 2016, when Tottori Prefecture was hit by a magnitude six earthquake, Mr. Saito came to the dealership to trade in his large car for a compact vehicle. Yet, it was Yamashita's suggestion to keep the car filled with memories with his wife a little longer that made all the difference.

Mr. Saito's wife passed away about one year ago, and the loss deeply affected him. During one of his visits, Yamashita noticed Mr. Saito seemed somewhat lonely without his wife's presence. In a touching gesture, Yamashita visited them at the hospital when Mrs. Saito was hospitalised, surprising and delighting Mr. Saito.

Over the years, Mr. Saito shared advice with Yamashita, such as "a life with sufficient food, shelter, and clothing is not to be taken for granted" and "it is important to be considerate and mindful of other people." These words had a profound impact on Yamashita's life, shaping his approach to customer service.

Yamashita believes that in every customer complaint, there is a story waiting to be heard. He advocates speaking directly with customers to understand their situation. This approach has been instrumental in maintaining the deep bond he shares with Mr. Saito, a bond that goes beyond a typical customer-dealership relationship.

Yamashita's story is a testament to Toyota's philosophy of putting oneself in someone else's shoes and thinking about what action they can take for the customer in front of them. His 3,000 sales are not just transactions but a testament to the thousands of lives he has touched, and the countless relationships he has built.