BWM - Jan 2015 - page 103

January 2015
| Business World
103
and Suzuki. Michael describes the company's
relationship with these two partners as being
"fantastic, absolutely incredible."
"When I call Toyota to place an order, it's
quick and easy. When the cars arrive, they
send me an invoice, I pay them, and they de-
liver them to me without any hassle," he says.
"As for Suzuki − a few years ago, the Suzuki
dealer here in Jamaica presented us with an
award of appreciation for supporting Suzuki
for over 20 years. It has actually been even
longer than that, but we'll accept the 20!"
Having strong relationships with suppliers is
a common trend throughout the company's
entire supply chain. According to Michael,
Island Car Rentals forgoes written agree-
ments with their suppliers, giving them the
freedom to walk away at any point.
"We say to them plain and simple, 'If you
can find somebody that delivers service bet-
ter than us, you're free to go,'" he says. "We
now have a reputation in the market where
suppliers keep coming to us. That word of
mouth in the industry is huge because a lot
of companies in Jamaica don't understand
service, and we do. Service must not equal a
client's expectations, it must exceed it."
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