What ettiquette and service do you expect from a Dealer?
Discussion
A very well known Lambo dealer in the south east of UK... I took my LP550-2 in there for a service last year, and while I was walking casually around the showroom, I was completely ignored while the staff were talking about some trackday one had been to. Eventually, one of them shouted "Can I help you" from across the room. I'm of a, ahem, medium age and dressed in jeans with a smart shirt. I was certainly not expecting to be treated as a naughty child.
When I picked up the car a week later, there were gravel footprints in the passenger footwell, and some kind of protective tape still attached to the rear buttresses. I cant comment on the quality of the work as it was internal - but based on the external, I shudder to think.
Ok, so I'm not in the latest Aventador, but I'm paying over £1000 for what is not much more than an oil-change, I expected a little bit more courtesy. In fact, anywhere I were to go as a customer, I'd have expected a bit more courtesy.
Am I expecting too much?
When I picked up the car a week later, there were gravel footprints in the passenger footwell, and some kind of protective tape still attached to the rear buttresses. I cant comment on the quality of the work as it was internal - but based on the external, I shudder to think.
Ok, so I'm not in the latest Aventador, but I'm paying over £1000 for what is not much more than an oil-change, I expected a little bit more courtesy. In fact, anywhere I were to go as a customer, I'd have expected a bit more courtesy.
Am I expecting too much?
personally, whatever the product, I hate people jumping on me and asking if they can help. I usually walk straight back out of shops when that happens.
It is a subtle difference, but they always say "can I help you" which generally means you have to give a negative response. NO
If they said "let me know if you need anything" it generally means you can just say thanks and feel comfortable continuing to look.
It is a subtle difference, but they always say "can I help you" which generally means you have to give a negative response. NO
If they said "let me know if you need anything" it generally means you can just say thanks and feel comfortable continuing to look.
baypond said:
personally, whatever the product, I hate people jumping on me and asking if they can help. I usually walk straight back out of shops when that happens.
It is a subtle difference, but they always say "can I help you" which generally means you have to give a negative response. NO
If they said "let me know if you need anything" it generally means you can just say thanks and feel comfortable continuing to look.
My point is the manner they said it: shouting across the showroom - which I felt was rather impolite...It is a subtle difference, but they always say "can I help you" which generally means you have to give a negative response. NO
If they said "let me know if you need anything" it generally means you can just say thanks and feel comfortable continuing to look.
From my experience there is little correlation to the value of the car and the dealer's interaction with the customer. MB Brooklands, particularly the AMG department, genuinely value their customers and provide excellent service in all areas and this significantly contributes to my continued interested in the brand.
Customer service is not a British strength. Most dealers, from bottom to top, are a bit cr*p. Good service in Britain (in all walks of life) tends to rely very heavily on just 1 or 2 "star" employees (or employer). If the top boss or department boss is extremely service-friendly, it trickles down through the culture and general service will be good. If the boss is bad, service will be bad.
Not sure which dealer you are referring to but I pulled up in my 458, parked it right outside the showroom, wondered in to take a look at a nice Mantis Green Huracan only to be totally ignored by the only person I could see in the dealership - a lady at reception. When I opened the door of the car she said "feel free to take a look inside but careful if the sports seats" Urm yes I am not a small chap in size but that was darn right insulting! A chap popped his head out of a door to ask her something and they whispered - the door shut again but no one came to talk to me....
I then walked next door to take a look at the Bentayga and the guys were fantastic - 15 mins later I was test driving one!
The Lambo experience was extremely bizzare tbh!
This was a showroom near reading
I then walked next door to take a look at the Bentayga and the guys were fantastic - 15 mins later I was test driving one!
The Lambo experience was extremely bizzare tbh!
This was a showroom near reading
I agree that in the UK customer service is not great but I also think that in the UK the customers are not up front about what they want/need and out of maybe perceived "politeness" or lack of confidence do not want to "disturb" and expect the staff to somehow 1) sus out what they want, 2) spot the great calibre of client they are or 3) assess what a great potential client they can be.
I think if you want attention then ask for it. If you then don't get what you want then absolutely complain. I am sure these guys get so many people walking in and out the can't be asked to jump up every time someone walks through the door.
I also prefer when I go in just to look, not to be harassed by sales people. I am typically at a dealership nearly every weekend when I take one of my cars out fr a spin and just want to go looking at cars. I'm not there to buy and I appreciate being left alone. Just spent an hour today at Joe Macari by myself. I got buzzed in. Actually the receptionist didn't even move from her seat, just said "Hi". Nobody bothered me. Some lovely machines. I kept going back to smell the interior of this gorgeous blue 275. Although the exterior definitely had a superb paint job, the interior had not been restored and it had this gorgeous smell of old leather and vinil or something. Just took me back to how cars use to smell like... Loved it
I think if you want attention then ask for it. If you then don't get what you want then absolutely complain. I am sure these guys get so many people walking in and out the can't be asked to jump up every time someone walks through the door.
I also prefer when I go in just to look, not to be harassed by sales people. I am typically at a dealership nearly every weekend when I take one of my cars out fr a spin and just want to go looking at cars. I'm not there to buy and I appreciate being left alone. Just spent an hour today at Joe Macari by myself. I got buzzed in. Actually the receptionist didn't even move from her seat, just said "Hi". Nobody bothered me. Some lovely machines. I kept going back to smell the interior of this gorgeous blue 275. Although the exterior definitely had a superb paint job, the interior had not been restored and it had this gorgeous smell of old leather and vinil or something. Just took me back to how cars use to smell like... Loved it
Edited by 355fiorano on Sunday 5th February 19:11
I much prefer to be left alone when looking around a showroom. I am not shy and nor am I incapable of asking for attention when I want it.
The shouting across the showroom does seem rather rude. If someone had done that to me then I would have ignored them (just pretend to be stone deaf) and force them to choose between leaving me alone or walking to speak with me.
The shouting across the showroom does seem rather rude. If someone had done that to me then I would have ignored them (just pretend to be stone deaf) and force them to choose between leaving me alone or walking to speak with me.
If he is still there, see James at Sevenoaks. I agree though if spending 100k plus on a car I wouldn't expect to be shouted at across the showroom like someone buying their fruit and veg at the local market.
To be fair i wouldn't expect that at any car showroom, I have not been to one of those car supermarkets though, so that might be the norm there?
To be fair i wouldn't expect that at any car showroom, I have not been to one of those car supermarkets though, so that might be the norm there?
Edited by lambo666 on Sunday 5th February 21:23
I would say some Ferrari dealers were better than others, however generally found them to be good. The best dealer by far I have ever been into and looked at cars with is the Rolls one in Sunningdale, they are fantastic and if / when I ever look at one from their range would buy from them because of the way I was treated from the get go.
GusB
GusB
Ferruccio said:
dang2407 said:
Sounds like there's more poor experiences than mine. I am surprised the guy gets rated so highly in other threads for selling cars.
Not mine. Last time I picked up a car there, there was even a big bunch of flowers for my wife's birthday.I don't think it should personally matter how often you buy a car. You
Should be treated the same. Obviously
Sales can be very fickle and shallow but at the end of the day we as a customer can choose where we go. Their loss.
clewsey said:
You are very lucky! in two years Ive been a customer, not even a follow up phonecall. The ladies are pleasant. I think it's a matter of their sales having their favourites on the spending graph. Seen it a few times I've been down there. My partner also said the same on the few visits she's been there too.
I don't think it should personally matter how often you buy a car. You
Should be treated the same. Obviously
Sales can be very fickle and shallow but at the end of the day we as a customer can choose where we go. Their loss.
I haven't bought a car off them.I don't think it should personally matter how often you buy a car. You
Should be treated the same. Obviously
Sales can be very fickle and shallow but at the end of the day we as a customer can choose where we go. Their loss.
dang2407 said:
Sounds like there's more poor experiences than mine. I am surprised the guy gets rated so highly in other threads for selling cars.
I think I know the place ya'll are on about. I don't know what after-sales service is like because we only just bought. We walked in with no appointment after a dog walk. Considering the number of people we saw coming in just to take photos on the few occasions we were there I would have expected them to expect we were just looking around and not looking to buy. But, from the get-go we were treated as one would expect (and being an American my expectations are high).At the same time, the story OP recounts reminds me of our recent visit to Ferrari in Leeds. We might have bought something but didn't because in the completely empty (but for staff) showroom, not one person, even the receptionist, could be bothered to make eye contact much less come up and greet us and ask what me might be looking for or how they could help.
Others are right to point out that the UK has trouble with customer service. Because customer expectations are so varied and Brits tend to be a bit more introverted, people here just are not as good at reading people and anticipating their needs.
I think OP is not wrong to have expected more, or to expect good service any time you are actually/potentially spending money on good/services whether it be a 6 figure car or a cup of coffee. At the time, I think customer in UK are partly to blame because they do not take time to point out when service is excellent and what they liked or to advise when things are dissatisfactory and expectations are not being met.
It's all well and good to grumble to your friends (or people on internet) after the fact...and that seems to be the British way. Say nothing at the time. Act as if you are perfectly pleased to be ignored or spoken to dismissively by staff who act like they are doing you a favour by speaking to you. Complain after.
Negative word of mouth can do a lot of damage as punishment for having poor service standards. But, it also doesn't do anything to effect positive change. I think unless one is willing to be assertive about what is expected, one cannot be overly disappointed when they don't get it. If I were in OPs shoes I would let the dealership know. Maybe it was a one-off but if not hopefully they will care and improve. If not, they are not worth your time.
As long as I get offered a cup of coffee, or shown where the machine is, I'm happy.
As was said above I don't like being pressured, I actually enjoy having a wander around to look at the cars etc on my own. I don't mind being asked "if I'm ok" or "have any questions" once, but I don't expect it and am not offended if no one speaks to me.
Decent salesmen seem to have a sixth sense when it comes to identifying when a customer is looking for assistance.
I don't expect some kind of enlightened treatment because I drove there in a Ferrari, I'm the same guy whatever I'm driving. Different strokes for different folks though, I can imagine there will be some who see the whole "supercar owner = I'm special" as part of the package (no offence to anyone who enjoys or otherwise seeks that out).
As was said above I don't like being pressured, I actually enjoy having a wander around to look at the cars etc on my own. I don't mind being asked "if I'm ok" or "have any questions" once, but I don't expect it and am not offended if no one speaks to me.
Decent salesmen seem to have a sixth sense when it comes to identifying when a customer is looking for assistance.
I don't expect some kind of enlightened treatment because I drove there in a Ferrari, I'm the same guy whatever I'm driving. Different strokes for different folks though, I can imagine there will be some who see the whole "supercar owner = I'm special" as part of the package (no offence to anyone who enjoys or otherwise seeks that out).
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