Adapted from -
Faisal's drive: From VW to Maserati
By Mustapha Kamil and Zuraimi Abdullah
bt@nstp.com.my2009/02/28
SM Faisal SM Nasimuddin did it, but the old horse broke down when it was being delivered to the buyer.
His father, the late Tan Sri SM Nasimuddin SM Amin, then reminded Faisal that the poor guy who bought the car was his eldest son's customer and it was his duty to attend to his needs.
(Lesson #1 - taking responsibility and actions to put it right)
It was some of Faisal's early education in customer relationship, lessons which later proved useful in ensuring that people will continue to visit showrooms of the Naza motor empire.
Events of 16 years ago also help build the trust put into a company he now heads by no less than two of the world's foremost craftsmen of premium cars - Ferrari and Maserati.
Faisal, now 29, is also heading a company that distributes the American spirit of the open road bike, the Harley Davidson, and the Italian road runner, Ducati.
These are but some of the high performance makes that companies under his charge have in the sprawling showroom in Petaling Jaya, and as special that these makes are, it takes equally special skills to market them.
A potential Ferrari buyer doesn't walk into the showroom asking whether or not the cars have airbags. Their knowledge of the cars, at times, beat that of even the salesperson's.
"When can I get my car?" would be the primary question, Faisal said.
Depending on the extent of personalised configuration a customer asks for, the soonest a brand new Maserati is ready to burn rubber on asphalt would be about four months.
Herein lies the challenge for Faisal and his team of piston heads - to manage understandably eager customers who wouldn't bat an eyelid in pumping RM1.2 million for a Maserati or almost twice that for a Ferrari.
And when someone signs for a car with the trident or the prancing horse emblem on the hood, its not only a sale but the beginning of a lifelong relationship.
The buyer will automatically be a member of a closely-knit club of people who appreciate cars much more than just as a mode of transportation.
The folks at Naza Italia have one advantage though. Many of their businesses are from repeat customers, people who have in the past bought such cars from the company and are satisfied with the services rendered.
Take the guy who bought the Volkswagen from Faisal, for instance. He has since then bought several more cars from the company, either for himself or for people close to him.
Such was the trust built on the company with a solid foundation laid out by the late Nasimuddin, whose successful life in the motor trade business is well documented.
Faisal, his brothers Nasaruddin and Faliq were constantly reminded to have their feet planted firmly on the ground, no matter how successful the business would be.
(Lesson #2: Always be grateful with yourself)
All three are now in charge of their own stable of companies under the Naza Group and are designated group chief executives and also chief executives of the respective companies they head.
Faisal himself heads 24 companies, mostly trading in the upmarket vehicle makes, including Naza Italia, Naza Prestige Bikes, Naza Motor Trading and Naza Brabus.
All the brothers report to a board of directors, which comprises themselves and close family members.
Faisal's prowess in sales was nurtured early. In his university days, both in the UK and later the US, he would try to sell just about anything for some extra pocket money. His father sent STG250 (RM1,318) a month when he was in the UK and about US$250 (RM923) when he was in the US.
(Lesson #3: Let your children learn how to earn their living. Give them enough to start.)
At such a young age, he became the first to import a right-hand drive Nissan Skyline into the US, for a buyer in California.
It wasn't a good move importing a right-hand drive vehicle into a left-hand drive country and Faisal had to spend quite a bit before the car met American standards.
Needless to say, he lost money but nevertheless gained much insight into the workings of the vehicle import market.
(Lesson #4: Help the children learn from their failures - it is how they respond that make them a better person.)
Today, the Petaling Jaya showroom which is also home to Naza Motor Trading, has anything from imported used Porsches, various models of the Mercedes, BMWs, Audis, the American Humvee, some Japanese premium makes, Bentleys, right up to brand new Ferraris and, now, the Maserati.
In other buildings within the huge compound lie the Harleys, from the Softails to the V-Rods and its merchandise section.
There is also a cafe named after a city in Wisconsin, the US, where the bikes come from. There, Harley owners congregate and perhaps dream of one day making it to the celebratory annual "Ride Home" to Milwaukee.
And elsewhere in the compound, one can also come, even just to admire, the Ducati, an Italian bike that is now pushing the Japanese makes to the rear grids in the superbike GP circuit.
Source: http://www.btimes.com.my/Current_News/BTIMES/articles/smfaisal/Article/index_html
His father, the late Tan Sri SM Nasimuddin SM Amin, then reminded Faisal that the poor guy who bought the car was his eldest son's customer and it was his duty to attend to his needs.
(Lesson #1 - taking responsibility and actions to put it right)
It was some of Faisal's early education in customer relationship, lessons which later proved useful in ensuring that people will continue to visit showrooms of the Naza motor empire.
Events of 16 years ago also help build the trust put into a company he now heads by no less than two of the world's foremost craftsmen of premium cars - Ferrari and Maserati.
Faisal, now 29, is also heading a company that distributes the American spirit of the open road bike, the Harley Davidson, and the Italian road runner, Ducati.
These are but some of the high performance makes that companies under his charge have in the sprawling showroom in Petaling Jaya, and as special that these makes are, it takes equally special skills to market them.
A potential Ferrari buyer doesn't walk into the showroom asking whether or not the cars have airbags. Their knowledge of the cars, at times, beat that of even the salesperson's.
"When can I get my car?" would be the primary question, Faisal said.
Depending on the extent of personalised configuration a customer asks for, the soonest a brand new Maserati is ready to burn rubber on asphalt would be about four months.
Herein lies the challenge for Faisal and his team of piston heads - to manage understandably eager customers who wouldn't bat an eyelid in pumping RM1.2 million for a Maserati or almost twice that for a Ferrari.
And when someone signs for a car with the trident or the prancing horse emblem on the hood, its not only a sale but the beginning of a lifelong relationship.
The buyer will automatically be a member of a closely-knit club of people who appreciate cars much more than just as a mode of transportation.
The folks at Naza Italia have one advantage though. Many of their businesses are from repeat customers, people who have in the past bought such cars from the company and are satisfied with the services rendered.
Take the guy who bought the Volkswagen from Faisal, for instance. He has since then bought several more cars from the company, either for himself or for people close to him.
Such was the trust built on the company with a solid foundation laid out by the late Nasimuddin, whose successful life in the motor trade business is well documented.
Faisal, his brothers Nasaruddin and Faliq were constantly reminded to have their feet planted firmly on the ground, no matter how successful the business would be.
(Lesson #2: Always be grateful with yourself)
All three are now in charge of their own stable of companies under the Naza Group and are designated group chief executives and also chief executives of the respective companies they head.
Faisal himself heads 24 companies, mostly trading in the upmarket vehicle makes, including Naza Italia, Naza Prestige Bikes, Naza Motor Trading and Naza Brabus.
All the brothers report to a board of directors, which comprises themselves and close family members.
Faisal's prowess in sales was nurtured early. In his university days, both in the UK and later the US, he would try to sell just about anything for some extra pocket money. His father sent STG250 (RM1,318) a month when he was in the UK and about US$250 (RM923) when he was in the US.
(Lesson #3: Let your children learn how to earn their living. Give them enough to start.)
At such a young age, he became the first to import a right-hand drive Nissan Skyline into the US, for a buyer in California.
It wasn't a good move importing a right-hand drive vehicle into a left-hand drive country and Faisal had to spend quite a bit before the car met American standards.
Needless to say, he lost money but nevertheless gained much insight into the workings of the vehicle import market.
(Lesson #4: Help the children learn from their failures - it is how they respond that make them a better person.)
Today, the Petaling Jaya showroom which is also home to Naza Motor Trading, has anything from imported used Porsches, various models of the Mercedes, BMWs, Audis, the American Humvee, some Japanese premium makes, Bentleys, right up to brand new Ferraris and, now, the Maserati.
In other buildings within the huge compound lie the Harleys, from the Softails to the V-Rods and its merchandise section.
There is also a cafe named after a city in Wisconsin, the US, where the bikes come from. There, Harley owners congregate and perhaps dream of one day making it to the celebratory annual "Ride Home" to Milwaukee.
And elsewhere in the compound, one can also come, even just to admire, the Ducati, an Italian bike that is now pushing the Japanese makes to the rear grids in the superbike GP circuit.
Source: http://www.btimes.com.my/Current_News/BTIMES/articles/smfaisal/Article/index_html
