Car Dealers' Day of Judgement
Discussion
I've often noticed how many threads PH produces about good and bad experiences with motor dealers, albeit more the later than the former.
I've heard good stories and bad stories from the motor trade, and it's been like that since time immemorial: If you had a bad experience, you couldn't really do much about it, other than complain to the dealership/manufacturer and tell all your friends. As often as not, the DP would file complaint letters in the round metal filing cabinet under their desk that gets emptied every day.
However....the internet has changed all that.
Google have a function to rate/review businesses. Once a business has five reviews, their star rating appears on Google search results. This function has existed for several years, but recent Google algorithm changes mean that a business's customer ratings affect their search ranking (ie how high they appear on search results), and reviews are now becoming more popular as more people register for Google accounts.
Here's an example of how unhappy customers can bite a dealer in the bum. If you're in any doubt, ask yourself if you'd be more or less likely to place an order there after reading the reviews.
Do the PH masses think this is reasonable? Is it a good 'carrot and stick' approach to improving customer service in dealerships? Or is it just a blackmailer's charter?
Would you leave a bad review for a dealer where you felt you'd received sub-standard service? Have you?
ETA: I don't have any relationship or experience with the dealer I've used as an example - I just picked one at random, but there are plenty more out there!
I've heard good stories and bad stories from the motor trade, and it's been like that since time immemorial: If you had a bad experience, you couldn't really do much about it, other than complain to the dealership/manufacturer and tell all your friends. As often as not, the DP would file complaint letters in the round metal filing cabinet under their desk that gets emptied every day.
However....the internet has changed all that.
Google have a function to rate/review businesses. Once a business has five reviews, their star rating appears on Google search results. This function has existed for several years, but recent Google algorithm changes mean that a business's customer ratings affect their search ranking (ie how high they appear on search results), and reviews are now becoming more popular as more people register for Google accounts.
Here's an example of how unhappy customers can bite a dealer in the bum. If you're in any doubt, ask yourself if you'd be more or less likely to place an order there after reading the reviews.
Do the PH masses think this is reasonable? Is it a good 'carrot and stick' approach to improving customer service in dealerships? Or is it just a blackmailer's charter?
Would you leave a bad review for a dealer where you felt you'd received sub-standard service? Have you?
ETA: I don't have any relationship or experience with the dealer I've used as an example - I just picked one at random, but there are plenty more out there!
Edited by spitsfire on Monday 27th October 11:29
Personally I think that if the company you use treat with contempt, why should other people suffer the same fate?
A quick 30 second google search would show these reviews and I personally look at them, read the circumstances and make a judgement that way.
The dealer in your case, I wouldn't touch them with a barge pole as it sounds like they would try to charge me for the air inside the car, and try to rip of me off at any opportunity.
Qwik-fit have the same reputation, and have tried telling me my brakes needed replacing, when they were changed only 800 miles previous. I only went in to have the tracking done.
A quick 30 second google search would show these reviews and I personally look at them, read the circumstances and make a judgement that way.
The dealer in your case, I wouldn't touch them with a barge pole as it sounds like they would try to charge me for the air inside the car, and try to rip of me off at any opportunity.
Qwik-fit have the same reputation, and have tried telling me my brakes needed replacing, when they were changed only 800 miles previous. I only went in to have the tracking done.
I think this would only be of merit if the businesses were allowed to rate the customer too.
Yes, some businesses are bad and should be avoided. But so should some customers. It would be interesting to see how businesses rated some of the serial whiners and complainers.
Any business relationship is a two way street. Whilst it should be remembered who the customer is, if people go in acting like a cock then chances are they'll be treated like one.
Yes, some businesses are bad and should be avoided. But so should some customers. It would be interesting to see how businesses rated some of the serial whiners and complainers.
Any business relationship is a two way street. Whilst it should be remembered who the customer is, if people go in acting like a cock then chances are they'll be treated like one.
Ari said:
I think this would only be of merit if the businesses were allowed to rate the customer too.
Yes, some businesses are bad and should be avoided. But so should some customers. It would be interesting to see how businesses rated some of the serial whiners and complainers.
Any business relationship is a two way street. Whilst it should be remembered who the customer is, if people go in acting like a cock then chances are they'll be treated like one.
Yes the general public can be a pain in the back side but they are the ones paying the wagesYes, some businesses are bad and should be avoided. But so should some customers. It would be interesting to see how businesses rated some of the serial whiners and complainers.
Any business relationship is a two way street. Whilst it should be remembered who the customer is, if people go in acting like a cock then chances are they'll be treated like one.
A good business is good at handling difficult customers.
ChemicalChaos said:
There is a downside to this - how many fake bad reviews will be left by rival businesses or people with axes to grind?
Exactly this. Our local Italian restaurant suffered a rival making up fictitious horror stories about finding cig ends in the food etc etc, which impacted their otherwise impeccable service.Lozw86 said:
Yes the general public can be a pain in the back side but they are the ones paying the wages
A good business is good at handling difficult customers.
No, a good business is good at avoiding the difficult customers. If all you deal with are good customers, then that sounds like a good business to me!A good business is good at handling difficult customers.
Two ways of looking at it.
The idea that a difficult customer is entitled to the same service as a good customer isn't a correct one, IMO.
SeanyD said:
ChemicalChaos said:
There is a downside to this - how many fake bad reviews will be left by rival businesses or people with axes to grind?
Exactly this. Our local Italian restaurant suffered a rival making up fictitious horror stories about finding cig ends in the food etc etc, which impacted their otherwise impeccable service.I'm going to 'fess up; I actually work in this area, and have been working with some manufacturers/franchises to manage their online reputation. Some really do care about their customers and how they are perceived. Others couldn't care less, and will only address the issue when it seriously starts to hurt them. Even then, there is sometimes an almost delusional belief that the eight negative reviews they've got for customer service are all the fault of the customers; I've sat and listened to a DP tell me that the internet is for 'moaning
s' and that's why he doesn't use it or care about it.Without naming names, the manufacturers who do well in JD Power tend to be more aware of, and engaged with, their reputation. Many of those who don't just don't seem to care unless it's actually costing them money.
Sump said:
Keep in mind go away quotes and businesses trying to avoid dealing with certain clients.
A lot of negative reviews for car dealers mirror the most common complaints on PH; dismissive attitudes and false promises before a deal is done, and poor after-sales service. Ultimately, every business gets approached by people or companies they don't want to do business with. I certainly do, and actively avoid taking work from some. I still go out of my way to keep things civil and avoid causing unnecessary offence.
I'm not sure why the motor trade should get a free pass on this? If I was receiving the feedback that some dealers do, I certainly wouldn't be in business.
Its surprising how far the manufacturers will go to promote their brands online & then its all let down by their franchises & dealers networks. TBH the example given is actually a fair one by all accounts, if a dealer can't manage a customers perception of a bd awkward bulb change then they are not doing something right.
I often read the Google reviews, especially with a business new to me. Its great for many things especially hotels!
d awkward bulb change then they are not doing something right. I often read the Google reviews, especially with a business new to me. Its great for many things especially hotels!
Drives up competition so is always a good thing in my eyes. The problem with Google ratings as you said is they can get pushed down the list because someone is rating it a 1 star because of something out of their control. For instance, it drives me insane that people give an item a 1 star rating on Amazon because Amazon lost the package or something like that. How does that change what rating the product gets!! 
Grr, just one of those things.
Grr, just one of those things.spitsfire said:
...Here's an example of howhttps://plus.google.com/105742378987169469357/abou...unhappy customers can bite a dealer in the bum. If you're in any doubt, ask yourself if you'd be more or less likely to place an order there after reading the reviews.
Do the PH masses think this is reasonable? Is it a good 'carrot and stick' approach to improving customer service in dealerships? Or is it just a blackmailer's charter?
Would you leave a bad review for a dealer where you felt you'd received sub-standard service? Have you?
I had a look at those 'reviews'.Do the PH masses think this is reasonable? Is it a good 'carrot and stick' approach to improving customer service in dealerships? Or is it just a blackmailer's charter?
Would you leave a bad review for a dealer where you felt you'd received sub-standard service? Have you?
at "Michael Brady" from 6 months ago...He whinges about the cost of changing a headlight bulb, didn't like the £90 fee, nor the reduced rate of £50 he was offered the service at. Fair one, if you think you can get it cheaper elsewhere, or do it yourself.
but then..
Michael Brady said:
The bulb cost me 35p, and it took me less than 20 minutes.
...seriously? A headlight bulb for 35 pennies? What planet is Michael on, I wonder? Planet bullst, methinks. I buy my lamps from a local motor factors, and even with trade discount it costs a lot more than 35p to buy a headlight 'bulb'.yellowjack said:
...seriously? A headlight bulb for 35 pennies? What planet is Michael on, I wonder? Planet bullst, methinks. I buy my lamps from a local motor factors, and even with trade discount it costs a lot more than 35p to buy a headlight 'bulb'.
Michael is on a different planet if he can pick them up for 35p. On the other hand, they're on ebay for under a fiver (inc delivery), so he's actually a lot closer to the real price than the dealer's ninety quid opener. It's perhaps fair to say that both reviewer and dealer are on a different planet, but that really re-enforces my point: Michael isn't trying to sell you a car, the dealer is. t, methinks. I buy my lamps from a local motor factors, and even with trade discount it costs a lot more than 35p to buy a headlight 'bulb'.Would you order a new car from a dealer who's charging ninety quid for a five pound part and a two minute job?
minor issues arent worth bad reviews but again it may stop the company trying to fob people off.
My brother was in the market for a used car, a 2006 307 caught his eye, 5 minutes on google I found a second car trader at the address who had been charged for selling a car with faulty brakes.
I once saw a Mondeo I liked the look of, but the seller had recently rebranded from his old name due to bad reviews, I would have still viewed the car but sounded like scallys on the phone
My brother was in the market for a used car, a 2006 307 caught his eye, 5 minutes on google I found a second car trader at the address who had been charged for selling a car with faulty brakes.
I once saw a Mondeo I liked the look of, but the seller had recently rebranded from his old name due to bad reviews, I would have still viewed the car but sounded like scallys on the phone
spitsfire said:
yellowjack said:
...seriously? A headlight bulb for 35 pennies? What planet is Michael on, I wonder? Planet bullst, methinks. I buy my lamps from a local motor factors, and even with trade discount it costs a lot more than 35p to buy a headlight 'bulb'.
Michael is on a different planet if he can pick them up for 35p. On the other hand, they're on ebay for under a fiver (inc delivery), so he's actually a lot closer to the real price than the dealer's ninety quid opener. It's perhaps fair to say that both reviewer and dealer are on a different planet, but that really re-enforces my point: Michael isn't trying to sell you a car, the dealer is. t, methinks. I buy my lamps from a local motor factors, and even with trade discount it costs a lot more than 35p to buy a headlight 'bulb'.Would you order a new car from a dealer who's charging ninety quid for a five pound part and a two minute job?
spitsfire said:
yellowjack said:
...seriously? A headlight bulb for 35 pennies? What planet is Michael on, I wonder? Planet bullst, methinks. I buy my lamps from a local motor factors, and even with trade discount it costs a lot more than 35p to buy a headlight 'bulb'.
Michael is on a different planet if he can pick them up for 35p. On the other hand, they're on ebay for under a fiver (inc delivery), so he's actually a lot closer to the real price than the dealer's ninety quid opener. It's perhaps fair to say that both reviewer and dealer are on a different planet, but that really re-enforces my point: Michael isn't trying to sell you a car, the dealer is. t, methinks. I buy my lamps from a local motor factors, and even with trade discount it costs a lot more than 35p to buy a headlight 'bulb'.Would you order a new car from a dealer who's charging ninety quid for a five pound part and a two minute job?
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