New main dealer, advice wanted.
Discussion
Dear all,
Most of you already know me well enough to trust me, and I have had great fun helping lots of PHers over the years.
Now I need some help from you.
I have just started a new job, as the Aftersales Manager at a brand new franchised dealership. (It isn't even open yet!)
I am not going to mention names, as that is not the point of this post, and should you want to find out who it is, then more info can be found on my link in my profile.
However, I have a blank sheet of paper to create a service dealer quite unlike anything out there on the market, there are no restrictions to what I will implement to be a success.
Now what I want from you is honest, truthful suggestions and complaints about what is both good and bad about your current service provider, and what you would love to see at your dealer the next time you go in to get your car serviced.
I have a long background with both Lamborghini, Bentley, Koenigsegg, Spyker and such like in the service world, so when I say I will go the extra distance to make my service department the best, I mean it, but I want to know what the paying public wants to get, and what they hate.
By the way, the equipment and staff will be of the highest quality, so I am not only dealing with the main core of the business, rather I want to create a one stop shop for all your requirements.
Thanks for reading,
Regards,
Alan.
Most of you already know me well enough to trust me, and I have had great fun helping lots of PHers over the years.
Now I need some help from you.
I have just started a new job, as the Aftersales Manager at a brand new franchised dealership. (It isn't even open yet!)
I am not going to mention names, as that is not the point of this post, and should you want to find out who it is, then more info can be found on my link in my profile.
However, I have a blank sheet of paper to create a service dealer quite unlike anything out there on the market, there are no restrictions to what I will implement to be a success.
Now what I want from you is honest, truthful suggestions and complaints about what is both good and bad about your current service provider, and what you would love to see at your dealer the next time you go in to get your car serviced.
I have a long background with both Lamborghini, Bentley, Koenigsegg, Spyker and such like in the service world, so when I say I will go the extra distance to make my service department the best, I mean it, but I want to know what the paying public wants to get, and what they hate.
By the way, the equipment and staff will be of the highest quality, so I am not only dealing with the main core of the business, rather I want to create a one stop shop for all your requirements.
Thanks for reading,
Regards,
Alan.
Honesty...I can't help feeling with dealers that when I take my car in to be fixed that I am being ripped off.
Dealers need to make "sensitive" decisions for example if they have a matrix that tells them they can sell pirelli corsa for £200 over the MRRP they should think about how doing so makes them percieved by us - damn greedy!!
I think for exotics the level of customer service should be extremely high but I find it's no different from Ford. When you got a 5 star hotel you don't want to see a travelodge room. I don't mean sucking up to you, just ringing you back when they say they will.
Having your car ready on time etc etc.
Dealers need to make "sensitive" decisions for example if they have a matrix that tells them they can sell pirelli corsa for £200 over the MRRP they should think about how doing so makes them percieved by us - damn greedy!!
I think for exotics the level of customer service should be extremely high but I find it's no different from Ford. When you got a 5 star hotel you don't want to see a travelodge room. I don't mean sucking up to you, just ringing you back when they say they will.
Having your car ready on time etc etc.
Wish list that is unlikely BUT should be considering what some guys pay for there cars only to get a bog standard service.
1.A comprehensive used car warranty that actually covers something, i dont think the public mind paying for something if it actually pays out when you most need it to.
2.Fixed price service menu. Nothing worse than expecting to pay £500 but it actually turns out to be £1000 due to hidden costs.
3. Price match for the consumables, eg,Tyres,Oil,Clutches. How can one garage charge you almost 60% more for the same set of tyres.
4. Mechanics that are clued up on new & old cars and dont rely purely on "Computer says No" mentality - Dont want to name & shame but a Graypaul not too far away from me has an Ex-Saab mechanic as there head Honcho.
5. Smaller Things - Wash & Hoover always help,Updates by phone, Coffee,Courtesy Cars,(even a Focus would do),Invites to events(Rover dealer would invite me to everything years ago,i didnt go but it showed that they thought about you).
6. Finally why do allot of these prestige car dealers NOT actually have any of the top range of cars available for a test drive but still expect you to give them a deposit on there recomendation or what you have read in Autocar.
1.A comprehensive used car warranty that actually covers something, i dont think the public mind paying for something if it actually pays out when you most need it to.
2.Fixed price service menu. Nothing worse than expecting to pay £500 but it actually turns out to be £1000 due to hidden costs.
3. Price match for the consumables, eg,Tyres,Oil,Clutches. How can one garage charge you almost 60% more for the same set of tyres.
4. Mechanics that are clued up on new & old cars and dont rely purely on "Computer says No" mentality - Dont want to name & shame but a Graypaul not too far away from me has an Ex-Saab mechanic as there head Honcho.
5. Smaller Things - Wash & Hoover always help,Updates by phone, Coffee,Courtesy Cars,(even a Focus would do),Invites to events(Rover dealer would invite me to everything years ago,i didnt go but it showed that they thought about you).
6. Finally why do allot of these prestige car dealers NOT actually have any of the top range of cars available for a test drive but still expect you to give them a deposit on there recomendation or what you have read in Autocar.
Istead of being told by the guy on the desk a problem or an issue that was sorted it sat better when a engineer actually went through it with me. Yes he was covered in oil yes his english wasnt the queens and yes i trusted him much more than anyone i had seen on the front desk. That way i asked what probable cause was and also what i can do to stop it happening. 2 minutes with the grease monkey tought me more than in the whole ownership of the car. He showed me the part that was replaced and the the new part, plus there less pretentios than the peple at front desk.
Always ask what the customer wants to do with the spare part. I dont know how many times i have had to blow a fuse because somone has pinched my buckled alloy and then they told me they disposed of it. when i know someones pinched it for refurb!
Always ask what the customer wants to do with the spare part. I dont know how many times i have had to blow a fuse because somone has pinched my buckled alloy and then they told me they disposed of it. when i know someones pinched it for refurb!
Absolute pet hate of mine is people saying they'll ring back at a specific time and don't. It really, really pisses me off. I don't mind someone saying i'll ring you in a week, rather than tomorrow, but I expect the call when you said it would be. I don't have time to chase people who i'm already paying for a service.
I once had an mot done at a independent dealer who is a right cock (sales guy), however the mechs who did the MOT gave the car a good hover and a quick wash. OK, it's no zymol treatment but actually made me use them repeatedly for MOTs (they didn't charge for it).
Do you know where your dealership will be yet. N1 in London would be nice...
...and dito giving your replaced parts back.
I once had an mot done at a independent dealer who is a right cock (sales guy), however the mechs who did the MOT gave the car a good hover and a quick wash. OK, it's no zymol treatment but actually made me use them repeatedly for MOTs (they didn't charge for it).
Do you know where your dealership will be yet. N1 in London would be nice...
...and dito giving your replaced parts back.
Edited by Ultra Violent on Tuesday 9th October 11:59
All of the above i agree with. Also do ring back when you say. One thing i need is email service too. I dislike phone calls and rather do most of my work through email. It suits me much better and i also then have a list of questions there and they will all be answered in black and white. Rather then being on the phone and forgetting this or that. If someone can go through things on email and give me prices/dates etc and be just as helpful there then i adore that! Just a little thing to be aware of in the age we're in now, don't give an email address to contact you or the dealership on unless you can answer within 24 business hours 
Come out here to Switzerland and find out 
Generally they seem to behave like it was in the UK 30 years ago - in a good way that is. Proper personal level of service, you know you can trust them to look after you & your car, "old school" engineers who want to fix problems properly not bodge them or rush it by the book. Most importantly, the dealers clearly share a passion for the cars, all too often in the UK these days you're met by poly suit man who could have been shifting anything a couple of months ago and couldn't really give a stuff now, other than to try and look through you to work out how much he'll make out of you.
The Lambo dealer I use here even has pictures & mini profiles of its staff on its web site. Porsche deler doesn't, but they are also extremely helpful and a total breath of fresh air.
Good luck!
Generally they seem to behave like it was in the UK 30 years ago - in a good way that is. Proper personal level of service, you know you can trust them to look after you & your car, "old school" engineers who want to fix problems properly not bodge them or rush it by the book. Most importantly, the dealers clearly share a passion for the cars, all too often in the UK these days you're met by poly suit man who could have been shifting anything a couple of months ago and couldn't really give a stuff now, other than to try and look through you to work out how much he'll make out of you.
The Lambo dealer I use here even has pictures & mini profiles of its staff on its web site. Porsche deler doesn't, but they are also extremely helpful and a total breath of fresh air.
Good luck!
Offer to collect/drop Customers car via transporter (preferably covered), or pick up from home/work whilst leaving the 'upgrade' replacement car - nice 'sales' tactic (worked when I was a customer of Broughtons ....).
Invites to 'driver training/experiences/trackdays' whether as a familiarisation with new/prospective purchase or as a'jolly'.
Continuity of contact with customer by single person also worked for me ie ownership and accountability of pre and aftersales experience.
Lastly, invite to 'New Dealer Open Day' for all replies to this topic....
Invites to 'driver training/experiences/trackdays' whether as a familiarisation with new/prospective purchase or as a'jolly'.
Continuity of contact with customer by single person also worked for me ie ownership and accountability of pre and aftersales experience.
Lastly, invite to 'New Dealer Open Day' for all replies to this topic....
I like the idea of inviting you all to the opening party!!
Watch this space.
Also, the new dealership is going to be in Wimbledon, just off the A3.
Thinking of offering a chauffeur service for those of you who want to drop their cars off but don't want the inconvenience of trains or taxis to get to work, and then back here to collect your cars. How does this sound?
Obviously, for more exclusive service cars, such as the ones on this forum, a covered collection and delivery service goes without saying.
Just for once want to operate a service facility that is looked upon as your one stop shop for all your requirements, from Land Rover to Lamborghini.
Cheers for all the replies so far, keep them coming.
Alan.
Watch this space.
Also, the new dealership is going to be in Wimbledon, just off the A3.
Thinking of offering a chauffeur service for those of you who want to drop their cars off but don't want the inconvenience of trains or taxis to get to work, and then back here to collect your cars. How does this sound?
Obviously, for more exclusive service cars, such as the ones on this forum, a covered collection and delivery service goes without saying.
Just for once want to operate a service facility that is looked upon as your one stop shop for all your requirements, from Land Rover to Lamborghini.
Cheers for all the replies so far, keep them coming.
Alan.
I guess the thing that pisses most people off about car dealerships is that they treat you like you have no idea about anything...
Most of us (being PHers) probably have a fair understanding of cars and don't need to be treated like mugs. Cars to us aren't horses, so don't treat us like we think they are.
Ring back when you say you will. (The Audi dealer my dad had his car from, company car lease not purchase, were fantastic at this). It pisses me off having to chase a dealer to find out, almost like they're doing me a favour for allowing my car to be there!
Obviously for the sort of cars you're marketing then things like giving a quick clean down are really a nice touch. Having paid £620 for a service on a Corsa once (long story..) and not finding anything done to it, I was not impressed. Not cleaned, service book not stamped, parts not returned etc.
Attractive receptionists always go a long way as well...
Most of us (being PHers) probably have a fair understanding of cars and don't need to be treated like mugs. Cars to us aren't horses, so don't treat us like we think they are.
Ring back when you say you will. (The Audi dealer my dad had his car from, company car lease not purchase, were fantastic at this). It pisses me off having to chase a dealer to find out, almost like they're doing me a favour for allowing my car to be there!
Obviously for the sort of cars you're marketing then things like giving a quick clean down are really a nice touch. Having paid £620 for a service on a Corsa once (long story..) and not finding anything done to it, I was not impressed. Not cleaned, service book not stamped, parts not returned etc.
Attractive receptionists always go a long way as well...
I absolutely agree about getting phoned back when someone has said they will and having access to the mechanics rather than some smarmy sharp-suited creep who can never answer any question because he doesn't know what an engine is.
The things that most often annoy me are the smallest things. It goes without saying that I expect the work to have been done properly. But I also want the dealer to do what they say they are going to do (if they say the car is going to be ready on Tuesday, then I expect it to be ready on Tuesday, not Thursday). I want them to do the things I ask them to do (if I ask them to look at a squeak or rattle I expect them to look at it). I'd like them to stamp the service book without having to be reminded. I'd like them to quote prices including VAT (I don't mind excluding VAT as well, if they want to). I don't want to be telephoned afterwards asking how satisfied I was by someone who clearly isn't actually interested so that it can be filed in a pile and never looked at. I'd like to be treated as an enthusiatic owner rather than a revenue source. If there are options (e.g. these brake pads at £X or these at £Y) then I'd like to be consulted and have enough explanation to make an informed decision.
In return I am happy to pay a fair price (I don't expect cheap, but nor do I want to be ripped off). I can accept the occasional mistake if it is handled right (i.e. own up, rectify at my convenience etc.)
Hope that helps.
Jonathan
The things that most often annoy me are the smallest things. It goes without saying that I expect the work to have been done properly. But I also want the dealer to do what they say they are going to do (if they say the car is going to be ready on Tuesday, then I expect it to be ready on Tuesday, not Thursday). I want them to do the things I ask them to do (if I ask them to look at a squeak or rattle I expect them to look at it). I'd like them to stamp the service book without having to be reminded. I'd like them to quote prices including VAT (I don't mind excluding VAT as well, if they want to). I don't want to be telephoned afterwards asking how satisfied I was by someone who clearly isn't actually interested so that it can be filed in a pile and never looked at. I'd like to be treated as an enthusiatic owner rather than a revenue source. If there are options (e.g. these brake pads at £X or these at £Y) then I'd like to be consulted and have enough explanation to make an informed decision.
In return I am happy to pay a fair price (I don't expect cheap, but nor do I want to be ripped off). I can accept the occasional mistake if it is handled right (i.e. own up, rectify at my convenience etc.)
Hope that helps.
Jonathan
Go along with whats said so far. If you are going to phone a customer DO IT.
Nothing is more infuriating than not being called back even if the job is not going to be ready it just makes matters worse if you don't.
Give email/phone choice but ensure that you do make contact.
Being able to send a tec to your house to do some jobs would also be a good choice to have as someone has already said.
Good luck with your new dealership keep us posted.
Neil
Nothing is more infuriating than not being called back even if the job is not going to be ready it just makes matters worse if you don't.
Give email/phone choice but ensure that you do make contact.
Being able to send a tec to your house to do some jobs would also be a good choice to have as someone has already said.
Good luck with your new dealership keep us posted.
Neil
1. Communication
2. Communication
3. Communication
Return telephone calls, return emails. It's so simple yet so many businesses can not get it right.
I like the idea of a little gift being left in the glovebox.
One thing; please do not charge for screenwash (when the wash bottle is already full). That really bugs me!
Edit: Late evening & Sunday servicing would also be fantastic.
2. Communication
3. Communication
Return telephone calls, return emails. It's so simple yet so many businesses can not get it right.
I like the idea of a little gift being left in the glovebox.
One thing; please do not charge for screenwash (when the wash bottle is already full). That really bugs me!
Edit: Late evening & Sunday servicing would also be fantastic.
Edited by Hereward on Tuesday 9th October 15:38
I was charged for new wiper blades when I'd only bought them from the dealership and replaced them myself the week before!! Dealer probably thought he was clever scamming me for a few quid but he never got any further business and I made sure that other people knew what they did!
I also like to speak to the mechanic and have the parts that were replaced returned (or a least the offer)!
I also like to speak to the mechanic and have the parts that were replaced returned (or a least the offer)!
don't stop now you PH people - especially if there is a launch-night 'drink' invite in the offing?!?!?!
btw, I think the mints should be Altoids - they wake y' gob up every time and whilst you are at it, sling in a (changing) choice of whatever is small and cool on the market for the courtesy cars! For example, right now, the new Fiat 500 looks pretty good and not ruddy silly like the new Mini Clubvanbox and a midsize car is like a Focus, so is really just a Focus...
It's all in the detail and leaving people feeling like they have paid for something worth paying for (even if it's just a small service or even just a brakelight bulb) and making them feel like they would therefore wish to come back again and again.
If it's still 'done properly' in Switzerland, it's also still done well here in the UK - but then you know one of the folk who still does that in Lambo-terms Alan and I know you're still in touch with him... y'ken? No better example in many ways, eh?
btw, I think the mints should be Altoids - they wake y' gob up every time and whilst you are at it, sling in a (changing) choice of whatever is small and cool on the market for the courtesy cars! For example, right now, the new Fiat 500 looks pretty good and not ruddy silly like the new Mini Clubvanbox and a midsize car is like a Focus, so is really just a Focus...
It's all in the detail and leaving people feeling like they have paid for something worth paying for (even if it's just a small service or even just a brakelight bulb) and making them feel like they would therefore wish to come back again and again.
If it's still 'done properly' in Switzerland, it's also still done well here in the UK - but then you know one of the folk who still does that in Lambo-terms Alan and I know you're still in touch with him... y'ken? No better example in many ways, eh?
Communication has been done. Basically, i think we all want quality work done for a reasonable rate, for work that has actually been done ... not the usual £1k bill for changing a set of £100 brake pads, (dare i mention £4k for a G clutch!). I would also like to feel that the guys working on the car are enthusiasts who care about what they are doing and are offering the best solution to your problems, but perhaps this the same as my previous point.
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