A change in approach by BMW dealers of late?
Discussion
Am I the only one who has noticed a change in approach of late by both BMW dealers and BMW UK?
It was only a matter of six months ago that I was totally ignored and blanked everytime I went for a browse around the showroom while I was down at parts or even passing. Granted, I wasn't looking to buy, but no matter what attire I was in, be it a suit after work or a casual pair of jeans and t shirt, or what effort I made to look interested (usually zero) I never seemed to have 'potential - worth pursuit' written on me. Parts was always a very pleasant, prompt and personal experience, but salesmen made no attempt to disguise the fact that they would rather carry on texting their mate to sort out that evenings events rather than approach a potential customer. Even a brief introduction to establish that I wasn't worth persuing and offer of a brochure to fob me off was beyond them. Even getting eye contact so that 'I' could engage 'THEM' to get a brochure was virtually impossible. On the rare occasion I did get someones attention, I was either looked at like I was wearing a baby pink gimp suit or talked to like I had just shat on their desk and smeared it over their keyboard. Total coldness, total unapproachability. Total disinterest. I can take a hint.
Fast forward to Feb 2009. Those details that they have had on me for years from previous brochure requests and parts invoices are suddenly seeing the light of day and being used for proactive marketing. I find myself inundated with brochures, literature and offers both from BMW direct and from my dealer, each one with a very nice business card stapled to the cover offering the personal service. Said BMW salesman has even made two courtesy calls to me, one asking if there was ANYTHING he could do for me, and another to ask if I wanted to come and drive one of their 3 series Coupe demos. Even pointing out that I wasn't in a financial position didn't seem to deter his enthuiasm; I was even offered that drive just so that I could get a taster on the 'new 3 series Coupe' I had made clear I can't afford but fully intend to buy in a couple of years when hopefully I can..(albeit from a main dealer over my dead body...)
The icing on the cake was turning up today in a Vauxhall Vectra, NOT having someone come out to ask why a Vauxhall was on their site, dropping something into parts from work, not getting stared back out of 'their' showroom, noticing a lovely AUC 325i MSport Coupe in LMB, popping over to have a quick look, and being met by the door being opened for me before I had even noticed the salesman. Invitation to have a sit, prod and feel. Quick chat about what I drove and what thought of it and this. And nothing more than a business card and a smile thrust upon me when I said I wasn't really interested but thanks anyway.
Total politeness, total professionalism without the sarcastic tones and judgement that I only drive 'an old 323Ci' (or a new Vectra, whatever they deem worse...) No pressure. No BS. No mention of silly finance figures that are both uncompetitive and also out of my realistic reach. No attitude. Just unhurried chat and utter attentiveness at what I had to say.
Having bumped into a chap I know at our local gym who has an 07 X5, the sort of guy who jumps into new BMWs every 18 months or so and doesn't worry about the cost to change ie the sort of guy who gets the red carpet at the same dealer having bought numerous BMWs from them over the years. He fully admits that he 'could' afford one, but doesn't see the incentive to chop a perfectly good car in for peanuts, and begrudges the fact that given the situation, prices are still high and p/x prices are still dismal. BMW dealers still thinking they are living in the good times as he put it, and it doesn't seem to wash.
Correlation between the guaranteed sales not happening/holding off/circumstances changing and the sudden interest in all the maybes or even possibilities that have always been vehemently ignored?
I'll take them up on a smoke out in a new 3er Coupe one weekend. On my terms. And without pressure. Thankyou kindly. Between the dealer and BMW UK, they have restored my faith in a BMW dealer being a place where car enthuiasts can mingle, look, ask, touch and even try without being treated like some sort of second class reject just because they aren't dripping in disposable income to spunk. It is also the sort of approach that will probably keep me in a BMW, and spending money with them one way or another, even if it is only the bi-annual service kit and the occasional gubbin.
I don't know if it is a BMW UK much needed kick up the arse for their dealers, or a dealer initiative, but thumbs up from me. You have definately wet my appetite.
It was only a matter of six months ago that I was totally ignored and blanked everytime I went for a browse around the showroom while I was down at parts or even passing. Granted, I wasn't looking to buy, but no matter what attire I was in, be it a suit after work or a casual pair of jeans and t shirt, or what effort I made to look interested (usually zero) I never seemed to have 'potential - worth pursuit' written on me. Parts was always a very pleasant, prompt and personal experience, but salesmen made no attempt to disguise the fact that they would rather carry on texting their mate to sort out that evenings events rather than approach a potential customer. Even a brief introduction to establish that I wasn't worth persuing and offer of a brochure to fob me off was beyond them. Even getting eye contact so that 'I' could engage 'THEM' to get a brochure was virtually impossible. On the rare occasion I did get someones attention, I was either looked at like I was wearing a baby pink gimp suit or talked to like I had just shat on their desk and smeared it over their keyboard. Total coldness, total unapproachability. Total disinterest. I can take a hint.
Fast forward to Feb 2009. Those details that they have had on me for years from previous brochure requests and parts invoices are suddenly seeing the light of day and being used for proactive marketing. I find myself inundated with brochures, literature and offers both from BMW direct and from my dealer, each one with a very nice business card stapled to the cover offering the personal service. Said BMW salesman has even made two courtesy calls to me, one asking if there was ANYTHING he could do for me, and another to ask if I wanted to come and drive one of their 3 series Coupe demos. Even pointing out that I wasn't in a financial position didn't seem to deter his enthuiasm; I was even offered that drive just so that I could get a taster on the 'new 3 series Coupe' I had made clear I can't afford but fully intend to buy in a couple of years when hopefully I can..(albeit from a main dealer over my dead body...)
The icing on the cake was turning up today in a Vauxhall Vectra, NOT having someone come out to ask why a Vauxhall was on their site, dropping something into parts from work, not getting stared back out of 'their' showroom, noticing a lovely AUC 325i MSport Coupe in LMB, popping over to have a quick look, and being met by the door being opened for me before I had even noticed the salesman. Invitation to have a sit, prod and feel. Quick chat about what I drove and what thought of it and this. And nothing more than a business card and a smile thrust upon me when I said I wasn't really interested but thanks anyway.
Total politeness, total professionalism without the sarcastic tones and judgement that I only drive 'an old 323Ci' (or a new Vectra, whatever they deem worse...) No pressure. No BS. No mention of silly finance figures that are both uncompetitive and also out of my realistic reach. No attitude. Just unhurried chat and utter attentiveness at what I had to say.
Having bumped into a chap I know at our local gym who has an 07 X5, the sort of guy who jumps into new BMWs every 18 months or so and doesn't worry about the cost to change ie the sort of guy who gets the red carpet at the same dealer having bought numerous BMWs from them over the years. He fully admits that he 'could' afford one, but doesn't see the incentive to chop a perfectly good car in for peanuts, and begrudges the fact that given the situation, prices are still high and p/x prices are still dismal. BMW dealers still thinking they are living in the good times as he put it, and it doesn't seem to wash.
Correlation between the guaranteed sales not happening/holding off/circumstances changing and the sudden interest in all the maybes or even possibilities that have always been vehemently ignored?
I'll take them up on a smoke out in a new 3er Coupe one weekend. On my terms. And without pressure. Thankyou kindly. Between the dealer and BMW UK, they have restored my faith in a BMW dealer being a place where car enthuiasts can mingle, look, ask, touch and even try without being treated like some sort of second class reject just because they aren't dripping in disposable income to spunk. It is also the sort of approach that will probably keep me in a BMW, and spending money with them one way or another, even if it is only the bi-annual service kit and the occasional gubbin.
I don't know if it is a BMW UK much needed kick up the arse for their dealers, or a dealer initiative, but thumbs up from me. You have definately wet my appetite.
Business from the private sector for BMW is tight so they need to work hard for the sales. Businesses don't buy in the same way, they do get good discounts but usually go to leasing specialists when buying more than twelve or so cars a year. Well done BMW UK!
I still think Lexus are hard pressed to beat for customer service and they are closely followed by Porsche who have upped their game too.
I still think Lexus are hard pressed to beat for customer service and they are closely followed by Porsche who have upped their game too.
I think you can thank Tim Abbott, the new MD for that, as an ex DP who used to run 5 dealerships rather than a money man he knows which side his bread is buttered on.
O/T though, I rang 4 different dealerships, Audi/Lexus/Merc/Jaguar a month a ago asking for leasing quotes (I have >10 cars going off fleet this year) and only Jaguar & Mercedes have bothered to call me back with costs/Demo cars. So not all dealers are feeling the pinch obviously.
O/T though, I rang 4 different dealerships, Audi/Lexus/Merc/Jaguar a month a ago asking for leasing quotes (I have >10 cars going off fleet this year) and only Jaguar & Mercedes have bothered to call me back with costs/Demo cars. So not all dealers are feeling the pinch obviously.
I was thinking about a 535d and I need a new car in May. I understand that the delivery timescale for a new car is about 12 weeks and so I went to my local dealer a week or so ago to see what deal could be done.
I was initially very impressed, discussions were going well and I saw that BMW are doing a fairly generous deposit contribution as part of their Q1 2009 'Offers' which is great.
However the dealer explained that the offers you get depend on delivery date rather than order date. So if I ordered there and then the 12 weeks for delivery would push me into the Q2 'offers' which the dealer doesn't know yet.
As a result he said I should come back on April 1st to see what the Q2 offers are before I commit.
This seemed bizarre to me so I went to another dealer to see if it was true. It turns out that it was but they were willing to guarantee the benefit and so they earned the sale! New car arrives end of April.
Interestingly the guy I dealt with at the 2nd place said he was having his best ever sales quarter!
I was initially very impressed, discussions were going well and I saw that BMW are doing a fairly generous deposit contribution as part of their Q1 2009 'Offers' which is great.
However the dealer explained that the offers you get depend on delivery date rather than order date. So if I ordered there and then the 12 weeks for delivery would push me into the Q2 'offers' which the dealer doesn't know yet.
As a result he said I should come back on April 1st to see what the Q2 offers are before I commit.
This seemed bizarre to me so I went to another dealer to see if it was true. It turns out that it was but they were willing to guarantee the benefit and so they earned the sale! New car arrives end of April.
Interestingly the guy I dealt with at the 2nd place said he was having his best ever sales quarter!
Edited by theaxe on Friday 27th February 11:20
bazking69 said:
Am I the only one who has noticed a change in approach of late by both BMW dealers and BMW UK?
It was only a matter of six months ago that I was totally ignored and blanked everytime I went for a browse around the showroom while I was down at parts or even passing. Granted, I wasn't looking to buy, but no matter what attire I was in, be it a suit after work or a casual pair of jeans and t shirt, or what effort I made to look interested (usually zero) I never seemed to have 'potential - worth pursuit' written on me. Parts was always a very pleasant, prompt and personal experience, but salesmen made no attempt to disguise the fact that they would rather carry on texting their mate to sort out that evenings events rather than approach a potential customer. Even a brief introduction to establish that I wasn't worth persuing and offer of a brochure to fob me off was beyond them. Even getting eye contact so that 'I' could engage 'THEM' to get a brochure was virtually impossible. On the rare occasion I did get someones attention, I was either looked at like I was wearing a baby pink gimp suit or talked to like I had just shat on their desk and smeared it over their keyboard. Total coldness, total unapproachability. Total disinterest. I can take a hint.
Fast forward to Feb 2009. Those details that they have had on me for years from previous brochure requests and parts invoices are suddenly seeing the light of day and being used for proactive marketing. I find myself inundated with brochures, literature and offers both from BMW direct and from my dealer, each one with a very nice business card stapled to the cover offering the personal service. Said BMW salesman has even made two courtesy calls to me, one asking if there was ANYTHING he could do for me, and another to ask if I wanted to come and drive one of their 3 series Coupe demos. Even pointing out that I wasn't in a financial position didn't seem to deter his enthuiasm; I was even offered that drive just so that I could get a taster on the 'new 3 series Coupe' I had made clear I can't afford but fully intend to buy in a couple of years when hopefully I can..(albeit from a main dealer over my dead body...)
The icing on the cake was turning up today in a Vauxhall Vectra, NOT having someone come out to ask why a Vauxhall was on their site, dropping something into parts from work, not getting stared back out of 'their' showroom, noticing a lovely AUC 325i MSport Coupe in LMB, popping over to have a quick look, and being met by the door being opened for me before I had even noticed the salesman. Invitation to have a sit, prod and feel. Quick chat about what I drove and what thought of it and this. And nothing more than a business card and a smile thrust upon me when I said I wasn't really interested but thanks anyway.
Total politeness, total professionalism without the sarcastic tones and judgement that I only drive 'an old 323Ci' (or a new Vectra, whatever they deem worse...) No pressure. No BS. No mention of silly finance figures that are both uncompetitive and also out of my realistic reach. No attitude. Just unhurried chat and utter attentiveness at what I had to say.
Having bumped into a chap I know at our local gym who has an 07 X5, the sort of guy who jumps into new BMWs every 18 months or so and doesn't worry about the cost to change ie the sort of guy who gets the red carpet at the same dealer having bought numerous BMWs from them over the years. He fully admits that he 'could' afford one, but doesn't see the incentive to chop a perfectly good car in for peanuts, and begrudges the fact that given the situation, prices are still high and p/x prices are still dismal. BMW dealers still thinking they are living in the good times as he put it, and it doesn't seem to wash.
Correlation between the guaranteed sales not happening/holding off/circumstances changing and the sudden interest in all the maybes or even possibilities that have always been vehemently ignored?
I'll take them up on a smoke out in a new 3er Coupe one weekend. On my terms. And without pressure. Thankyou kindly. Between the dealer and BMW UK, they have restored my faith in a BMW dealer being a place where car enthuiasts can mingle, look, ask, touch and even try without being treated like some sort of second class reject just because they aren't dripping in disposable income to spunk. It is also the sort of approach that will probably keep me in a BMW, and spending money with them one way or another, even if it is only the bi-annual service kit and the occasional gubbin.
I don't know if it is a BMW UK much needed kick up the arse for their dealers, or a dealer initiative, but thumbs up from me. You have definately wet my appetite.
Are you "Bazking69" or "Barking Mad"? Though in general I tend to agree with some of your opinions..It was only a matter of six months ago that I was totally ignored and blanked everytime I went for a browse around the showroom while I was down at parts or even passing. Granted, I wasn't looking to buy, but no matter what attire I was in, be it a suit after work or a casual pair of jeans and t shirt, or what effort I made to look interested (usually zero) I never seemed to have 'potential - worth pursuit' written on me. Parts was always a very pleasant, prompt and personal experience, but salesmen made no attempt to disguise the fact that they would rather carry on texting their mate to sort out that evenings events rather than approach a potential customer. Even a brief introduction to establish that I wasn't worth persuing and offer of a brochure to fob me off was beyond them. Even getting eye contact so that 'I' could engage 'THEM' to get a brochure was virtually impossible. On the rare occasion I did get someones attention, I was either looked at like I was wearing a baby pink gimp suit or talked to like I had just shat on their desk and smeared it over their keyboard. Total coldness, total unapproachability. Total disinterest. I can take a hint.
Fast forward to Feb 2009. Those details that they have had on me for years from previous brochure requests and parts invoices are suddenly seeing the light of day and being used for proactive marketing. I find myself inundated with brochures, literature and offers both from BMW direct and from my dealer, each one with a very nice business card stapled to the cover offering the personal service. Said BMW salesman has even made two courtesy calls to me, one asking if there was ANYTHING he could do for me, and another to ask if I wanted to come and drive one of their 3 series Coupe demos. Even pointing out that I wasn't in a financial position didn't seem to deter his enthuiasm; I was even offered that drive just so that I could get a taster on the 'new 3 series Coupe' I had made clear I can't afford but fully intend to buy in a couple of years when hopefully I can..(albeit from a main dealer over my dead body...)
The icing on the cake was turning up today in a Vauxhall Vectra, NOT having someone come out to ask why a Vauxhall was on their site, dropping something into parts from work, not getting stared back out of 'their' showroom, noticing a lovely AUC 325i MSport Coupe in LMB, popping over to have a quick look, and being met by the door being opened for me before I had even noticed the salesman. Invitation to have a sit, prod and feel. Quick chat about what I drove and what thought of it and this. And nothing more than a business card and a smile thrust upon me when I said I wasn't really interested but thanks anyway.
Total politeness, total professionalism without the sarcastic tones and judgement that I only drive 'an old 323Ci' (or a new Vectra, whatever they deem worse...) No pressure. No BS. No mention of silly finance figures that are both uncompetitive and also out of my realistic reach. No attitude. Just unhurried chat and utter attentiveness at what I had to say.
Having bumped into a chap I know at our local gym who has an 07 X5, the sort of guy who jumps into new BMWs every 18 months or so and doesn't worry about the cost to change ie the sort of guy who gets the red carpet at the same dealer having bought numerous BMWs from them over the years. He fully admits that he 'could' afford one, but doesn't see the incentive to chop a perfectly good car in for peanuts, and begrudges the fact that given the situation, prices are still high and p/x prices are still dismal. BMW dealers still thinking they are living in the good times as he put it, and it doesn't seem to wash.
Correlation between the guaranteed sales not happening/holding off/circumstances changing and the sudden interest in all the maybes or even possibilities that have always been vehemently ignored?
I'll take them up on a smoke out in a new 3er Coupe one weekend. On my terms. And without pressure. Thankyou kindly. Between the dealer and BMW UK, they have restored my faith in a BMW dealer being a place where car enthuiasts can mingle, look, ask, touch and even try without being treated like some sort of second class reject just because they aren't dripping in disposable income to spunk. It is also the sort of approach that will probably keep me in a BMW, and spending money with them one way or another, even if it is only the bi-annual service kit and the occasional gubbin.
I don't know if it is a BMW UK much needed kick up the arse for their dealers, or a dealer initiative, but thumbs up from me. You have definately wet my appetite.
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