Posts Tagged ‘poor service’
Sales as a service… buying a car
I haven’t bought a car for a decade. For me, my experience with the process of car buying has been akin to a bad root canal given to you by some shady character in a back alley. I detest the whole “let me waste your time and play little emotional sales games with you and go check with my sales manager who’s watching you from the other side of that mirrored glass on that” game. I just don’t enjoy it, but the time had come for us to either keep feeding a ten year old SUV’s aches and pains or get a new vehicle. Through the whole process, I’ve been taking a few notes… of course.
The bottom line, is that sales is a service. A good sales person makes the sale an enjoyable experience for the buyer. Support after the initial sale, however, is what truly makes or breaks a deal.
The internet has changed car buying, at least the initial part. We did most of our looking online. Reading countless safety reviews and weeding choices out based on their number of safety stars. That eliminated a LOT of cars, surprisingly. From there, I filled out the online forms – often it seems, auto dealers will not give you a price, even a sticker price online without you providing contact information. For me, that is a disservice – if you want me to save your salespeople the time, give me a price online.
I settled in with three distinctly different sales people on three different dealer sites… and things got interesting.
Act One: The dance…
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Tags: poor service, sales, San Marcos Honda
Caliber Collision, Hwy 620, Austin TX
After a major hail storm ripped up my little car, I had to file the first claim in some time longer than a decade with my current insurance carrier. The interaction with them is another post that could be titled “Service Recovery.” They gave me a list of “Preferred” repair shops, and my car has been gone for two weeks tomorrow… Which brings me to my first point.
Honesty in time and date estimations with customers is not an option. When you tell a customer a time or date, you’d better either get the job or task done before that date or at the very least let the customer know the status and when they can expect the work or service to be done. Read the rest of this entry »
Tags: auto body repair, honesty, poor service, service, timeliness