More Dealer Tactics to Contend with!

[Joe Marconi]

More Dealer Tactics to Contend with!

 

A customer rudely commented to me that my price for a wheel alignment is $10.00 higher than the dealer. He went on to say that if I were higher than the dealer, I must be ripping off my customers.

 

NOW, most of you know that I am Bronx Born Italian-American and I don’t like my buttons being pushed in this manner….but I remained cool and asked him how did he know this? He said that the service department called him at his house to let him know that his 2012 Buick (with 8,000 miles on the clock), should come in for service. The service advisor went on to mention that after a year, they need to go through the car, change the oil, rotate the tires, perform a wheel alignment, check the air condition, perform a fuel service, plus a few other services. He then asked the service advisor, “How much is a wheel alignment”? He knew our price because we just put a set of tires on his wife car and aligned it.

 

Is this guy kidding…who’s ripping who off? How does this service advisor know over the phone that the car needs all this work? A car with 8,000 mile on the clock! I explained to the customer that HE is the one who should be questioned, not me.

 

For him to suggest this work, he needs to know prices. And dealerships have been positioning themselves against the independents because their bays are empty and they need the work. I asked him, “If this service advisor was busy, do you think he would have the time to call you”? And do you really think you need all that work on your 2012 Buick with only 8,000 miles”? He looked at me a little funny.

 

I told him; "To put your mind at ease, I will inspect the car, check the alignment and give you a print out, peform a complete multipoint inspection at no additional cost when you bring it in for your next oil service". He’s coming in Monday.

 

We need to be aware of the on-going tactics and strategy from the new car dealers. They want our customers, and will be more and more aggressive. Plus, in some strange way, many customers view the dealership as the All-Knowing Grand Old Oz.

 

In a way I was lucky this customer approached me.

[FROGFINDER]

More Dealer Tactics to Contend with!

 

A customer rudely commented to me that my price for a wheel alignment is $10.00 higher than the dealer. He went on to say that if I were higher than the dealer, I must be ripping off my customers.

 

NOW, most of you know that I am Bronx Born Italian-American and I don’t like my buttons being pushed in this manner….but I remained cool and asked him how did he know this? He said that the service department called him at his house to let him know that his 2012 Buick (with 8,000 miles on the clock), should come in for service. The service advisor went on to mention that after a year, they need to go through the car, change the oil, rotate the tires, perform a wheel alignment, check the air condition, perform a fuel service, plus a few other services. He then asked the service advisor, “How much is a wheel alignment”? He knew our price because we just put a set of tires on his wife car and aligned it.

 

Is this guy kidding…who’s ripping who off? How does this service advisor know over the phone that the car needs all this work? A car with 8,000 mile on the clock! I explained to the customer that HE is the one who should be questioned, not me.

 

For him to suggest this work, he needs to know prices. And dealerships have been positioning themselves against the independents because their bays are empty and they need the work. I asked him, “If this service advisor was busy, do you think he would have the time to call you”? And do you really think you need all that work on your 2012 Buick with only 8,000 miles”? He looked at me a little funny.

 

I told him; "To put your mind at ease, I will inspect the car, check the alignment and give you a print out, peform a complete multipoint inspection at no additional cost when you bring it in for your next oil service". He’s coming in Monday.

 

We need to be aware of the on-going tactics and strategy from the new car dealers. They want our customers, and will be more and more aggressive. Plus, in some strange way, many customers view the dealership as the All-Knowing Grand Old Oz.

 

In a way I was lucky this customer approached me.

[FROGFINDER]

It's sad how people judge others and end priceless relationships over $10 BUCKS. Out of the mouth reveals the heart.

Edited August 12, 2012 by FROGFINDER