Toyota 3S Philosophy 7 Basic Actions

In 1973, as one of the pillars of the "Toyota Service 3S Campaign", the "Basic 5 Actions" was established as a standard of conduct for Toyota Service.
This was revised to the "Basic 7 Actions" the following year. All service staff renewed their commitment to the company principles inherited from the time of its founding, and aimed to restructure the basics of service operations to earn the trust of customers.

In 2025, revisions were made to the principles to adapt to changes in the times and environment, with a focus on the customer. At the same time, the names was changed to "Toyota 3S Philosophy 7 Basic Actions" with the addition of the premise that "Safety, Compliance and Quality are the top priority" as the code of conduct.

The 7 Basic actions demonstrate the 3S Philosophy as concrete actions, and have been positioned as a code of conduct for service activities.
This is the basis for making all decisions and actions. First, prepare a safe working environment then comply with laws, social norms and business ethics. Lastly but not least, ensure the quality of service (maintenance, technical skills, and communication with customers).
Only when the precondition is fulfilled can we carry out our operations and build trust with our customers.

1. Always greet each and every customer and coworker
A greeting is an action that makes the other person feel welcomed. All staff members should greet customers with heartfelt appreciation and sense of welcome. Additionally, greetings are important for communication among staff, which is essential for teamwork and it is important to express gratitude towards one another.

2. Maintain your appearance for a positive impression
We interact with a wide range of customers, including those of different genders, occupations, and age groups. Let's make an effort to maintain a neat appearance that leaves a good impression on all customers. Additionally, it's important to pay attention to our prompt responses and posture as well.

3. Listen attentively, look carefully and communicate actively.
The foundation of communication is to respect and acknowledge the other person and it is important to have an attitude of listening attentively to customers. Especially when asking about a malfunction to the customer, we should check with the vehicle and ask specific questions about the situation.

4. Handle customers' vehicles with the utmost care
Taking good care of customers' vehicles is the same as taking good care of our customers. We should handle all vehicles with care and caution. Additionally we should not only be mindful of keeping our own clothes clean but also use clean covers for seat covers and fender covers to show our consideration for the customers' vehicles.

5. Always check the quality after the work is completed
Let's ensure that the customers' requests are being carried out properly and that the work is being completed appropriately. It is important to accurately record the results of the work and explain them clearly to the customer so they can understand and appreciate the value of the inspection and maintenance service. Additionally we should check to see if any tools or equipment have been left behind in the vehicle and ensure that both the interior and exterior are clean.

6. Explain the work performed to the customers in an easy to understand manner
To ensure that customers can use their vehicles with peace of mind, it is necessary for them to recognize the inspection and maintenance service and understand its details. To achieve this, we should avoid technical terms and instead use general terms that are appropriate for the customer. By providing clear explanations tailored to diverse customers, we can build trust with them.

7. Perform post service follow up and confirm customer satisfaction
About a week after the maintenance, we should express our gratitude to customers who have brough in their vehicles, as well as confirm the results of our work and that any problems have been resolved.
In same cases, we may receive complaints or criticism. However simply repairing the vehicle again is not enough. It is necessary for us to deeply reflect on where our process may have gone wrong and to turn the customer's dissatisfaction into satisfaction.