Comments on: Car dealers who go the extra mile http://www.motor-trade-insider.com/index.php/2008/11/car-dealers-who-go-the-extra-mile/ Car Buying Guide Wed, 08 Feb 2012 14:09:15 +0000 hourly 1 By: Jeremy Sargeant http://www.motor-trade-insider.com/index.php/2008/11/car-dealers-who-go-the-extra-mile/comment-page-1/#comment-99 Jeremy Sargeant Wed, 12 Nov 2008 16:35:30 +0000 http://www.motor-trade-insider.com/?p=1108#comment-99 Let's not forget that dealers spend huge amounts on customer care and retention. Franchise operations work to high standards set by manufacturers as well as their own company targets. I remember a senior director of a large independant dealer group saying he was working one Sunday cleaning the ramps in his workshop ready for an inspection on Monday by Skoda to get the go ahead to open his latest franchise. The problem, if there is one, must lie with staff. Sales people have targets to meet - they must sell. I don't think you would hear a sales manager say - "Oh yes, Johnny doesn't sell much, but the customers like him, so we will keep him on the payroll." That creates a conflict with trust and best advice. My local Ford dealer actually called me to tell me a car they were fixing under warranty was ready for me. I was very surprised they bothered to call, but why was it so unusual? How are large dealers supposed to balance high overheads, low margins, a shrinking marketplace and provide exemlorary customer service at the same time? My business is small, so I have to care. Every customer counts and perhaps now times are not so good, larger groups will recognise that, at all levels in the business, they need to spend more time on the "customer experience." Let’s not forget that dealers spend huge amounts on customer care and retention. Franchise operations work to high standards set by manufacturers as well as their own company targets. I remember a senior director of a large independant dealer group saying he was working one Sunday cleaning the ramps in his workshop ready for an inspection on Monday by Skoda to get the go ahead to open his latest franchise. The problem, if there is one, must lie with staff. Sales people have targets to meet – they must sell. I don’t think you would hear a sales manager say – “Oh yes, Johnny doesn’t sell much, but the customers like him, so we will keep him on the payroll.” That creates a conflict with trust and best advice. My local Ford dealer actually called me to tell me a car they were fixing under warranty was ready for me. I was very surprised they bothered to call, but why was it so unusual? How are large dealers supposed to balance high overheads, low margins, a shrinking marketplace and provide exemlorary customer service at the same time? My business is small, so I have to care. Every customer counts and perhaps now times are not so good, larger groups will recognise that, at all levels in the business, they need to spend more time on the “customer experience.”

]]> By: Auto Buying Services http://www.motor-trade-insider.com/index.php/2008/11/car-dealers-who-go-the-extra-mile/comment-page-1/#comment-98 Auto Buying Services Tue, 11 Nov 2008 15:52:10 +0000 http://www.motor-trade-insider.com/?p=1108#comment-98 Hi, It's high time the dealers realize the importance of service along with sales. -Nancy Hi,

It’s high time the dealers realize the importance of service along with sales.

-Nancy

]]>