Brand Guide

Retail Parts Campaign

SOP

Responding to Reviews

Negative Reviews

Don’t over apologize
Focus on our commitment to service, customer experience management, and “next steps”
Personalize and say thank you

Best Practices for Negative Reviews

Address the reviewer
Say thank you
Apologize and sympathize
Take responsibility
Make things right
Take the issue offline
Ask for a second chance

Other Things to Note

Respond within 7 days
Assign ownership of the process

Neutral Reviews

If a review is brief and lacks details, you can respond with the following:
- Dear [CUSTOMER NAME], thanks for your review. We would love to hear more about your experience so that we can use your valuable feedback to deliver an even better experience next time. Please reach out to [CONTACT INFORMATION] with any further comments or suggestions you wish to share. Again, thank you for taking the time to review our business!

Best Practices for Neutral Reviews

Always say thank you
Reinforce the positive
Address the negative
Take it offline for more details

Positive Reviews

Responding to a positive review directly translates to seizing an opportunity
If people know that Sonsray will actually see and respond to their positive feedback, the chances of them turning into loyal customers are high.

Positive Review Example

Dear [NAME OF CUSTOMER], thanks for leaving us such a wonderful review. We are thrilled that you loved your experience; our staff will definitely be happy to read what you wrote. We put customer experience and satisfaction as our priority, and your review reaffirms the hard work we put in every day. So thanks for your kind words and we look forward to seeing you again

Best Practices for Positive Reviews

Say thank you
Reinforce the positive
Pass along the compliment
Tell customers you’d love to see them again
Mention other products or services
Share the review with your team
Share the review with the world

Business Card Portal

Core Values Posters

Standard Signage

Department Signage

Store Signage

Decal Placement Guide

Marketing Request

Marketing Requests can be submitted by Regional Managers & General Managers only. If there is something you need to request please have your respective manager submit.

Click here

2023 Holiday Party RSVP

Sonsray Email:(Required)

Will you be attending the Sonsray 2023 Holiday Party in Los Angeles on Saturday December 9th?(Required)

Employee Name *EXACTLY AS SHOWN ON ID/DL*(Required)

First Last

Date Of Birth(Required)

Company Division(Required)

Location:(Required)

SONSRAY WILL ONLY BE BOOKING ROUND-TRIP FLIGHTS 12/9-12/10. IF YOU WANT TO CHANGE YOUR FLIGHT- SELECT (YES, I WILL CHANGE AT MY OWN EXPENSE) OR YOU CAN CHOOSE THE DRIVING OPTION AND GET $500 CREDIT AND BOOK YOUR OWN FLIGHT.(Required)

One Way or Round Trip?(Required)

What airport are you flying out of?(Required)

Departing or Returning flight needed?(Required)

Dietary Restrictions(Required)

Gender(Required)

Known traveler # (if applicable)

Are you bringing a guest? (only 1 guest allowed)(Required)

Guest Name *EXACTLY AS SHOWN ON ID/DL*(Required)

First Last

Guest Date of Birth:(Required)

Will your guest need a flight?(Required)

One Way or Round Trip?(Required)

Departing or Returning flight needed?(Required)

Guest Dietary Restrictions(Required)

Guest Gender(Required)

Known traveler # (if applicable)

Sonsray Holiday Party RSVP

Please RSVP by 11/06/2022

Dress code: Formal
No show and Cancelation Policy:
Flights can be canceled before 11/11/2022 after that date you will be responsible and deducted from payroll.
Rooms & Dinner can be canceled before 11/20/2022 after that date you will be responsible and deducted from payroll.
Note: No show and cancelation applies to employee+guest
Adult party only 18+ if you are under the age of 21 years old and you are caught drinking you will be asked to leave the party.
Employees who work in Las Vegas can expense Lift or Uber to cover round trip fees.
If you choose to drive you will get a $500 expense reimbursement.
- If you take a company car you will not receive the reimbursement.
- Reimbursement submitted and approved by HR.

Email:(Required)

Will you be attending the Sonsray 2022 Holiday Party in Vegas on Saturday December 10th?(Required)

Your Name *EXACTLY AS SHOWN ON ID/DL* (*Used for flight information*)(Required)

First Last

Date Of Birth(Required)

Company Division(Required)

Location:(Required)

WILL YOU NEED A FLIGHT? SONSRAY WILL ONLY BE BOOKING ROUND-TRIP FLIGHT 12/10-12/11. IF YOU WANT TO CHANGE FLIGHT THAT'S YOUR RESPONSIBILITY. FEE CHANGES TO BE COVERED AT YOUR EXPENSE(Required)

One Way or Round Trip?(Required)

What airpot are you flying out of?(Required)

Departing or Returning flight needed?(Required)

HOTEL ROOM - SONSRAY WILL ONLY BE COVERING SATURDAY 12/10(Required)

Room block for Friday 12/09 is now closed. Any additional nights need to be reserved on your own.

Dietary Restrictions(Required)

Gender (Used for Flight Information:)(Required)

Known traveler # (if applicable)

Are you bringing a guest? (only 1 guest allowed)(Required)

Guest Name *EXACTLY AS SHOWN ON ID/DL * (Used for flight information)(Required)

First Last

Guest Date of Birth:(Required)

Will your guest need a flight?(Required)

One Way or Round Trip?(Required)

Departing or Returning flight needed?(Required)

Dietary Restrictions(Required)

Guest Gender (Used for Flight Information):(Required)

Known traveler # (if applicable)

Matthew Hoelscher

Founder & CEO

Matthew Hoelscher is the Founder and CEO of Sonsray. He was raised on a farm surrounded by heavy machinery all his life. After his wife pushed him to go to college he graduated with a degree in mechanical engineering. After college he obtained a job in sales within the transportation industry. Matthew always seems to have the vision to think big.

By 2009, Matthew noticed an opportunity in refrigerated trailer rentals. After years of customers asking for referrals, Matthew decided to start his own company in refrigerated trailer rentals. He founded SONSRAY. A name inspired by his children, 3 SONS and his daughter’s name, Rayne (RAY). By 2010, Sonsray Rentals & Leasing trailers were on the road with 10 established locations. With his expertise in the transportation industry, each location continues to support customers with their transport refrigeration and trailer equipment needs through their sister-company, Sonsray Fleet Services.

In 2012, as Matthew was looking for new investment ideas, he stumbled upon the opportunity to open 12 existing construction equipment locations. This took him back to his days of yore, living on the farm and working on heavy machinery–he seized the opportunity. They now have grown to 15 locations and operate as Sonsray Machinery.

Today, there are 25 Sonsray locations on the West Coast stretching from the borders of Mexico to Canada in 5 states, proudly providing customers with world-class equipment and aftermarket support. Matthew remains the sole owner of Sonsray.

In his spare time, Matt enjoys outdoor activities such as surfing, basketball, working out and spending time with his wife and family. He’s been married for over 20 years and resides in Redondo Beach, CA.

Brand Guide

Click here

Retail Parts Campaign

SOP

Responding to Reviews

Negative Reviews

Best Practices for Negative Reviews

Other Things to Note

Neutral Reviews

Best Practices for Neutral Reviews

Positive Reviews

Positive Review Example

Best Practices for Positive Reviews

Business Card Portal

Click here

Core Values Posters

Standard Signage

Department Signage

Store Signage

Decal Placement Guide

Click here

Marketing Request

Click here

Quick Links

Our Industries

Force For Good Stories

Sonsray Holiday Party RSVP

Please RSVP by 11/06/2022

Matthew Hoelscher

Founder & CEO

Employee Portal Inquiry

Brand Guide

Click here

Retail Parts Campaign

SOP

Responding to Reviews

Negative Reviews

Best Practices for Negative Reviews

Other Things to Note

Neutral Reviews

Best Practices for Neutral Reviews

Positive Reviews

Positive Review Example

Best Practices for Positive Reviews

Business Card Portal

Click here

Core Values Posters

Standard Signage

Department Signage

Store Signage

Social Media

Decal Placement Guide

Click here

Marketing Request

Click here

Quick Links

Our Industries

Force For Good Stories

Sonsray Holiday Party RSVP

Please RSVP by 11/06/2022

Matthew Hoelscher

Founder & CEO

Employee Portal Inquiry