Car manufacturers and the iPhone generation

604 More

Earning the right to be successful

587 More

Knowledge is power

681 More

Selling cars – it’s all about timing

967 More

Truemag

  • Home
  • About
  • Advertise
  • Archives
  • Contact
  • Subscribe

One weak link

I was reminded today of the importance of always keeping your eye on the ball and never, ever taking anything for granted. In the car business it really doesn’t take much to turn a customer (potential or otherwise) off so getting everyone in the chain of command to buy into the customer service ethic is vital, now more so than ever.

Just one person in any customer facing organization can make a really big difference – in a positive or a negative way – sadly what I am about to reveal will be the negative variety.

The wife’s car is due for a service so I call the nearest dealer (it’s a lease car so this is a distress purchase if ever there was one – so I am not looking to save as much money as I can). The first dealer I try won’t negotiate on the price at all – just tells me “that what it says on the schedule” (in other words “computer says no!”). Bear in mind that the cost is a £100 more than the previous service but 7,000 miles ago.

So feeling pretty cheesed off I try another dealer a bit further away. Wow what a difference the young lady on the service reception could not have been friendlier or more helpful. To me it seems she was really working hard on the cost for me and we managed to get it down by £70. So far so happy. Then she said she could arrange collection and delivery at no extra cost – even better.

On the morning of the pick-up I received a courtesy call to make sure everything was still OK. Yes it was – I like this dealership and I will definitely use them again I told myself.

Then 10 minutes before they promised they arrive to collect the car and, well, oh dear things took a turn for the worse. You see the person who they sent to collect the car was how I can put it, and absolute disgrace. Standing at my front door with a clipboard was an overweight spotty teenager with a disheveled appearance who looked like he had risen from his inadequate slumber just a few moments earlier. He was monosyllabic at best and just pointed at the sheet at the place I was supposed to sign. I asked him if he wanted the keys (bearing in mind he hadn’t even told me who he was – I sort of guessed) and he just nodded. And that was that , off he went.

The rest of my dealings with the dealership were as trouble free and pleasant as they had been right up to collection and when it came to returning the car – well the keys and the bill (which I had already settled over the phone) were just pushed through the letterbox.

So there you have it – one weak link in the chain ruins the whole experience and prevents me from recommending them to anyone who’ll listen. I know it shouldn’t but it does.

So the moral of the story? “do sweat the small stuff”

Jun 17, 2014Iain Ronayne
  • Car dealerships and the post-code lottery
  • Is everything OK with your new car Mr Johnson?
  • Q couldn’t make it up!
  • Wake-up call for main dealers over servicing
  • Car dealership customer service stinks!
  • Add-on Products
  • Finding the right van for your businessCar Buying Trends
    Iain Ronayne
    8 years ago Blog, car dealers, Consumer171
    Most viewed
    Top 100 UK Dealer Groups
    39,531 views
    The car sales process and the “9 point plan”
    11,562 views
    webuyanycar review – They will buy any car but beware of the asterisk
    6,046 views
    Most commented
    Car sales and the power of silence…
    25 Comments
    Car dealers still not prepared to play the “we buy any car” game
    23 Comments
    A Traders Tale – Part Four
    22 Comments
    Win a pre-loaded Ipod Shuffle!
    19 Comments
    Bargain of the Week – StreetKa 1.6i Luxury
    14 Comments
    Bridal Hair Berkshire
    Fox Body to 2018 Mustang Parts
    and Accessories
    About MTI

    Motor Trade Insider
    is written by people working actively in the motor trade for people on the inside and people on the outside.

    Our aims
    Build a bridge between consumers and the trade, create Interesting and informative content, break down barriers and create better understanding, expose bad practices and rip-offs and promote outstanding products and service.
    Have something to say?
    We are always looking for experienced writers who can write good original quality posts on motor-trade-insider.com. Please contact us if you would like us to consider you. Make sure you give us details of your own blog or a link to some articles you have written.
    2017 © Motor Trade Insider
    Truemag theme by StrictThemes