Jump to content
    • You can post now and register later. Already registered? sign in now to post with your account.
    • ×   Pasted as rich text.   Paste as plain text instead

        Only 75 emoji are allowed.

      ×   Your link has been automatically embedded.   Display as a link instead

      ×   Your previous content has been restored.   Clear editor

      ×   You cannot paste images directly. Upload or insert images from URL.

      Once you submit your question, a new topic will be created for you in our forums. Our moderators may move your topic to a more suitable forum category if one exists. Members will see your topic and be able to respond to your question.

    • This will not be shown to other users.
Joe Marconi

Must Read! New Car Dealer Tactic

Recommended Posts

I have always been a firm believer of taking care of my customers as if they were family members. If my customer comes to me with a problem on their car and the car is still under factory warranty or needs reprogramming, we will take the car to the local dealer and handle the transaction. I don’t want my customer to make a separate appointment with the dealer; I want to remove that burden, if at all possible. What happened this week opened my eyes to a tactic I was not completely aware of. Please read on, I must share this with you.


A longtime customer brought his Mercedes to us for a noise in the dash when operating the heater. We found a faulty blend door motor, a very extensive job. The customer authorized the job and everything was fine, except that the car needed to be reprogramed after the repair. We set up an appointment and shuttled the car to the local Mercedes dealer for the reprograming. Two days later after numerous calls and no return phone call, we finally reached someone in service and the advisor told us they had to remove part of the dash to repair a broken wire. No call to let us know, no authorization, no consult…..nothing!


My shop foremen and lead tech worked on this car and took digital photos thru every step. They are both master techs. Both of them are outraged and said the dealership is lying.


But wait, it gets better. After we picked up the car, an email and phone call went out to my customer! The email was a satisfaction survey and the phone call was to inform the car owner the reason why the car was at the dealer: The Reason: TO REPAIR A BROKEN WIRE IN THE DASH! The customer immediately called us to let us know.


At this point I was furious and called the dealer. You have to leave a message whenever you call this dealer and I left four messages. It took another day for someone to get back to me. The service advisor told me that they are obligated under the terms of their Mercedes franchise agreement to call all of their Mercedes customers. THEIR CUSTOMER! I had to remind him of two very important facts: First, this is MY customer, not yours, and any obligation you may think you have does not include fabricating the truth.


I don’t want to condemn or prejudge all new car dealers. We have great relationships with the local Chevrolet dealer, Nissan Dealer, Ford Dealer, Hyundai dealer, etc. I just thought it was important to share this story with other shop owners. I am not one to draw a line in the sand; I feel we should all get along. I will never know the truth about the broken wire, but this Mercedes dealership tactic has left me with suspicion.

Share this post

Link to post
Share on other sites

We allow visitors to read the first post of each topic. To read this post, please login or register for a membership. 

Share this post

Link to post
Share on other sites

We allow visitors to read the first post of each topic. To read this post, please login or register for a membership. 

Share this post

Link to post
Share on other sites

We allow visitors to read the first post of each topic. To read this post, please login or register for a membership. 

Share this post

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

  • Similar Topics

    • By Joe Marconi
      With so many uncertainties these days, there is one strategy that we can all do that will help to smooth out our overall sales and customer visits throughout the year.   Make sure the experience is always amazing during the entire customer visit. And perform the car delivery that gives the customer a reason to return.
      Here's the key part before any customer leaves your shop: Make sure you discuss their next service appointment and any other future recommendation.  Let them know that they will get a reminder by either post card, email or text.  BUT, there is one more thing you can do to boost your customer retention, get permission from your customer to call them a week prior to their next appointment.  Yes, give them a phone call.  Try it, and give it time to work.
      Oh....won't work, you're thinking??? Well, here's list of businesses that do it: Dentists, doctors, nail salons, hair dressers, chimney cleaners, boiler service companies and Successful Auto Repair shops. 
    • By CAautogroup
      Hello all,
      We have a rather small waiting room and have removed a few chairs to aid in social distancing (we now have only 4 chairs total). I wanted to know if your shop is requiring customers to wear a mask while they are inside the waiting area?  How is your experience? Do you have a sign up on the front door stating they must wear a mask?
      Stay safe and healthy!
    • By Joe Marconi
      In my 40 years as a shop owner, I have battled the age old dilemma: Is it my car count, my customer count or some other reason why some weeks I find it hard to hit my sales goal.  
      It always comes down to production.  Now that's really simplifying it, I know.   But, when you look at the numbers, with the right jobs and a balanced schedule, the ARO goes way up and car counts become not as important as we thought. 
      Another thing to consider, this is not 1995. Cars do not come in 5 to 6 times a year for an Oil Change Service.   You are lucky to see some customers every 10,000 miles as they wait for that Oil Change Percentage light on their dashboard to tell them...NOW IT"S OK TO GO TO YOUR REPAIR SHOP. Isn't it funny how so many people will listen to the dash board light, and not you!
      Anyway, what are your thoughts.  How do you reach your weekly sales goals and what KPI's are important to you? 
    • By Joe Marconi
      We all know the expression, "The Customer is always right." But is that really true?
      The other day a customer walked over to my tech and starting to scream at him for failing the NY State annual inspection. 
      I intervened and told the customer to stop and get away from my employee. I also told him that I would not tolerate anyone yelling and screaming at one of my employees. 
      Should I have been more "reserved" and try to defuse the situation?  Should I have "politely" listened to the customer's issue?
      Have you been in this position and what would you do? 
    • By Elite Worldwide Inc.
      Superstar shop owner and Elite Business Development Coach Greg Skolink shares a fun tip on how to keep your shop's customers engaged on Facebook.
      For additional help building a more successful auto repair business, learn how you can team up with a superstar shop owner like Greg through Elite Top Shop 360: One on One Coaching

      View full article

  • AutoShopOwner Sponsors

  • Create New...