Customer Service: used car salesman?!?

There are millions of stories about bad customer service, especially in the used car industry.

Setup – I’m frugal when it comes to car shopping…okay, cheap.  I set a target price and don’t buy new cars.  Sorry, Detroit, Dave Ramsey said.  Anyway, I often go to numerous lots and see numerous cars before taking the plunge, usually from an individual.  The experiences are always the same.

Don’t get me started on the  “no haggle pricing” strategy (that’s just American’s being lazy and avoiding confrontation).  Even when I hear that “Dealer X is super-duper fantastically customer focused,” I know they’re really all the same…right?

Wrong!  I met George, a salesman at Chevrolet’s 2nd oldest dealership by accident when I stopped in to look at a vehicle I spotted on the internet.  At the time, the car wasn’t there and I told him I’d return that night to see it on my way home.  I didn’t show.  He called me the next day and told me he had the vehicle back on the lot if I was interested.

Two days passed.  I dropped back by there on my lunch break and George had just returned from taking a woman to the courthouse to apply for a tag (how weird is that?).  The car had been moved to the other lot the dealership has across town.  He told me it would be back this evening.  No problem, I was in a hurry anyway.

At 3:30, George called me and said he had the vehicle.

“Alright,” I thought, “I’ll come by if I get a chance tonight,” or whenever…

THEN…George tells me that he personally went across town and got the car.  He was bringing it to my work so I could see it.

What an amazing lesson for salespeople.  He over-delivered and totally caught me off guard.

When’s the last time you wowed a potential customer?  How about a current one?

Have I bought the car? Not yet.  My wife needs to see it…

I’ve talked to about 15 dealers in the last week.  Guess who just jumped ahead of all of them?

By the way, before you think “I’d go get a car too for a $40k sale’s commission,” this car is less than $10k.  Makes it even better.

FTR, I know, shame on me for stereotyping.  I hate it when people say government employees are lazy and don’t care.

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When is the last time you got a letter?

How is your customer service?  Do you have the right people on the bus?  Do they do the right things?  A letter like this might be a good indicator for you.  See if you can recognize the supermarket…

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I wanted you to know that I notice when a company hires the best people. On Saturday, 4/14/12, I was shopping with my 17 month old and we were in the aisle by the seafood dept. He dropped the pacifier out of the cart and when I picked it up, Dave (in the seafood dept) asked “sir, can I wash that for you?” I can tell you this is one of the outliers in the customer service world. He took the pacifier, washed it and dried it for me and said “I understand. I’ve been there.”

Please, never forget that your people are the reason “shopping is a pleasure.” I spend about $1k/month at this store but he had no idea. That’s why it’s so impressive. Great people make all the difference! I wonder how that would have looked if I’d been at Walmart…

Thanks,

A VERY satisfied customer

What are your stories like this?  Do your customers rave about your people? We’d love to hear about it.  Share your comments and let us know the other good stories.