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The DealerRater handle on Twitter was alerted to a blog post by Randy Gage yesterday afternoon:

You can tell by the tweet that this post didn't share a favorable view of dealerships, dealership employees or dealership procedures. You can read the post in its entirety here.

 

Failure to greet on the lot, failure to demo a special edition unit, failure to properly position KBB value on a trade-in, failure to return a call, and the list goes on and on... If Mr. Gage's experience were isolated to a single dealership it would be bad, but he visited more than the industry average and shared experiences that make every manager simply cringe. At one point he nearly begged to buy a car. I don't know Mr. Gage, but I don't have any reason to doubt his sincerity or his perception of the events as a consumer.

   

I ask in humbleness, I'm not grandstanding or browbeating, but what is going on here? He purchased a Range Rover Evoque so I don't think we can write this off as a rural market problem or a BHPH problem. What process component is missing that leads to this kind of customer experience? What process do you have in place to prevent this from happening at your dealership?

Views: 345

Tags: DealerRater, Reputation, Reputation Management, Twitter, management, online, repuatation, reviews

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Influencer
Comment by Bill Cosgrove on June 25, 2013 at 1:48pm

If customers are having these kinds of experiences (And I know they are) and the manager is cringing who's watching the store?


Influencer
Comment by Brad Bowers on March 8, 2013 at 4:04pm

I would be willing to bet that each of these stores has an open floor.  Mr. Gage was quickly sized up as "not buying today" and broomed at a couple of these stores.  And the 4 stores where he had to LOOK for a salesperson??? If consumers today are only visiting 2-3 stores every opportunity must be valued.  A closed floor slows down the salesperson and forces them to "love the one they're with."


Influencer
Comment by Mathew Koenig on March 8, 2013 at 10:55am

If I were any of the dealer principals at the store's he visited...I would be disappointed. If I were a sales person that saw his blog post - I WOULD HAVE CALLED HIM AND OFFERED TO GET HIM WHATEVER THE HELL HE WANTED!

The problem we see here isn't new, isn't unique, and shouldn't be necessary to talk about these days.

The issues he faced are the ones that people faced 20 years ago and it's a result of managers who aren't truly leaders. If they were leaders, they wouldn't hire sales people who are as pathetic as what he faced. 

The good news is that there are plenty of great dealers around the country that serve customers well but the unfortunate reality, as with many businesses, is that the poor experiences are what garner attention.

On a side note, after reading his blog he did end up buying the land rover :)

 

Written by Mat Koenig CEO & Founder of KonigCo LLC.

 

Comment by Alexander Lau on March 8, 2013 at 7:10am

Ehhhhh... maybe, but I doubt it.

You can surely create a strategy on best practices (been documented in these waters plenty of times) in terms of responding, but you can't make everyone happy.

Hilarious, he begged to buy the car and the dealership was clueless..!? Especially when purchasing or leasing a Range Rover, which AIN'T cheap.

BTW, nice use of short amount of content to get your point across in this article. :-)

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