On International Women's Day, we take a moment to recognise the incredible women who shape our organisation, and make significant contributions to their fields. One such individual is Kelly Nicholas, the passionate Customer Experience Manager at Sci-Fleet Hino.
Recently celebrating her 6th year with the team, Kelly has redefined the businesses approach to customer experience, ensuring that every interaction is not just transactional; but about building meaningful and lasting relationships.
We had the opportunity to sit down with Kelly to discuss her role, the evolving landscape of customer experience, and how she’s fostering an environment that empowers women in the workplace.
From Coordinator to Customer Champion
Kelly’s journey at Sci-Fleet Hino has been nothing short of dynamic; embracing a variety of roles that have shaped her deep understanding of the business. Beginning as the PD coordinator, she then transitioned to stock control and dealer administration, gaining firsthand experience in the production and delivery side of the business.
Upon Kelly’s arrival at Sci-Fleet Nerang, the dealership didn’t have a singular focus on customer experience. While customer care and feedback was always valued, it was clear there was a need for a more structured approach. That’s when Dealer Principal Craig Anderson entrusted Kelly to spearhead the customer experience team, effectively championing the importance of committed customer care. “That’s probably the biggest change for us at Sci-Fleet (Hino). Having someone run it, like myself, helping guide the teams, and help them be accountable for how they operate” Kelly shares.
Building a Customer-Centric Culture
Appointed as Sci-Fleet Hino’s first ever Customer Experience Manager in December of 2023, Kelly has a simple yet powerful mission: ensuring every customer feels heard, appreciated, and supported.
For Kelly, exceptional customer experience isn’t just about the sale - it’s about the small, thoughtful actions that help build stronger relationships with customers. Whether it’s as simple as taking the time for a chat, or handing them a Hino hat, Kelly believes it’s these personal touches that builds genuine trust and connection. “If you treat one how you would expect to be treated, you can never go wrong… the little things are the most important.”
Under Kelly's leadership, Sci-Fleet Hino have created processes that amplify customer voices, ensuring feedback isn’t just collected; but actively taken on board to enhance customer experiences. “I gather the facts and their feedback and their concerns, and then we go back together as a team, and we work out a plan of how we can change.” But for her, the process doesn’t stop there. Kelly and the team inform the customers of what changes were made to address their concerns. “By doing that, involving the customer with the changes that we make it, it demonstrates to them how important their feedback is” Kelly explains.
The Evolving Landscape of Customer Experience
The automotive industry, like many others, has had to evolve to meet the ever-changing demands and expectations of customers. As Kelly puts it, “People always had that kind of image that you just make the sale and move on to the next, but today, customer experience focuses on building long term relationships…. The truck is what we offer to sell. It’s what comes with it that’s the important part."
With challenges like stock shortages and supply chain disruptions, businesses must prioritise the entire customer journey. “Having your customer experience right through from sales to service is what's going to continue that relationship with customers.” Recognising this, Sci-Fleet Hino have developed service loyalty programs, ensuring that follow-ups and ongoing communication keep customers satisfied long after the initial purchase.
Empowering Women and Fostering Inclusivity
This year’s International Women’s Day theme, March Forward: For ALL Women and Girls, is a call to action for creating equal opportunities and empowering women to achieve their full potential. For Kelly, this theme resonates deeply with her passion for fostering an inclusive and supportive workplace for her female colleagues. "My door is always open, I want to create an environment where they feel valued, heard and motivated to do the best that they can…” she shares.
Reflecting on her positive experiences in a male-dominated field, Kelly has found power in the supportive relationships she has cultivated. “My entire team from Brisbane and Gold Coast have been incredibly supportive and helpful throughout my whole career. Knowing that they believe in me. I have to say, I'm quite blessed to be a part of this family.”
She also acknowledges the significance of having strong female mentors, like Alison from Sci-Fleet Toyota and Linda from Hino Australia, whose guidance has been instrumental in her role. “I don’t think that I would have probably achieved or accomplished so much in the 12 months if it wasn't for their guidance” Kelly reflects.
Mentoring the Next Generation
Kelly is committed to mentoring and uplifting others in the business, particularly the next generation of women in the industry. “Having a female work beside you, or guide you in your team is comforting, knowing that you have someone to talk to, and I guess I create that relationship that they can always come to me.”
Over the past six years, Kelly has witnessed a growing presence of women in the automotive industry, from apprentices, to those in a myriad of different roles.
She notes how she proud she is to be part of an organisation that prioritises inclusivity and provides real opportunities for career progression. “Within the Sci-Fleet company, everyone’s treated equally, whether you’re male or female. They offer the opportunity to grow and expand in the company…..which is what they’ve done with me” Kelly shares.
Kelly's Goals and Guidance
As Kelly looks to the future, she is eager to continue her customer service study, gradually growing, learning and staying informed on the transitional demands of customers. As for the rest, she shares “see where the path leads me.”
Exemplifying the spirit of International Women’s Day, Kelly bestows some wisdom to women looking to enter the industry. “My advice is to be you. Give it a crack and never let fear stop you from achieving your goals; whatever field it may be. You never know what magic you could create in the automotive industry.”
Happy International Women’s Day!