Ask a Service Manager anything...anything at all.
Discussion
itcaptainslow said:
The tone of your post clearly indicates you've got a dealership chip on your shoulder, but I'll give you the benefit of the doubt and answer anyway. Just think about what you've written-if the dealership doesn't know, they advise it. Mainly because some customers (maybe you!?) would then look to blame the dealership if it failed and they hadn't been told
We advised if the cambelt was due on age/mileage AND if there was no evidence it had been replaced. In the absence of a service book, record on our system (only if it was done by a dealer in our group), how exactly were we supposed to know if it had or hadn't been done? The customer could have just bought the car, be unaware and we could have just saved them from writing their engine off...
There's no tone at all. I have no chip on my shoulder at all. We advised if the cambelt was due on age/mileage AND if there was no evidence it had been replaced. In the absence of a service book, record on our system (only if it was done by a dealer in our group), how exactly were we supposed to know if it had or hadn't been done? The customer could have just bought the car, be unaware and we could have just saved them from writing their engine off...
Just something that happens often and is annoying for a great many people.
Yes, I would buy a 100k car used from a private seller and take it to the manufacturer under a warranty recall and complain if the engine broke.
Ok, answer me this - in the event of a cambelt being quoted, they propose/quote a FULL list price (let's say £600) when the group of dealerships offers fixed price Cambelt changes for £399 online? What is the logic there?
And why do they sometimes look through the booklet of cds that the mrs has in the car??
On the dash cam point bmw just used to put a bit of paper in from but last time they unplugged it not at the gig lighter point but on the cam itself.
What happens if the camera gets damaged by unplugging it?
On the dash cam point bmw just used to put a bit of paper in from but last time they unplugged it not at the gig lighter point but on the cam itself.
What happens if the camera gets damaged by unplugging it?
Ninja59 said:
ollie plymsoles said:
Can I ask why they always unplug the dash cam when the car is in the dealership?
My BMW dealer never do! In fact the SM actively encourages owners to keep them running.Having spoken with him at length his viewpoint is what do we have to hide. We do a good job the customer is happy and everything is clear. Any issues then it is clear cut what we did and did not do properly.
My dashcam was running and when I reviewed the footage out of curiosity I discovered they'd spent about an hour and a half experimenting to try and fix the source of the problem. They didn't charge me for this time and didn't tell me what they'd tried during their diagnosis (which involved dismantling the centre console and trying other handbrake switches).
I've long had the suspicion that a couple of warranty claims in the early days of my ownership were not fixed at all (one fault persisted despite a spectacularly expensive claim for an alarm component) and that this particular dealer shouldn't trusted, but this episode perhaps suggests otherwise. I just wish they'd be more open and transparent with their customers. Some of us are interested in our cars!
Many manufacturers sell service plans if you buy a brand new car. These are often at a fraction of the price of paying the for the services individually to get people to sign up.
Do you actually make any money on these? If not, is the difference topped up by the manufacturer as I cant see the dealer making a loss on the work?
Do you actually make any money on these? If not, is the difference topped up by the manufacturer as I cant see the dealer making a loss on the work?
sparks_E39 said:
R8Steve said:
Terminator X said:
When I pay for a service do you actually do some work / replace some items or simply jack the car up look at it for 90 mins then charge for doing sweet FA?
TX.
Depends how busy they are, usually the latter though.TX.
why are dealers unable to properly wash a car after a service?
their forecourt is full of immaculately washed cars yet mine after a service looks like a blind chimp has cleaned it with a dirty tea towel.
If they can't do the basics I have little faith they've done anything else properly.
Last twice in for a main dealer service I asked for it not to be washed. They ignored this and made a crap job of cleaning it.
their forecourt is full of immaculately washed cars yet mine after a service looks like a blind chimp has cleaned it with a dirty tea towel.
If they can't do the basics I have little faith they've done anything else properly.
Last twice in for a main dealer service I asked for it not to be washed. They ignored this and made a crap job of cleaning it.
Sorry guys, it's been a phenominal response to this thread! I'm working my way through trying to respond to all reasonable questions, I will get to you! I'm also on holiday at the minute so the time difference may mean I post at weird times...either that or my time as a SM means I can't sleep at night. You pick. 
25% of people are screamers but can be turned around by dealing with them reasonably, being honest and working out what they want. I don't mind these-hopefully my personal values of honesty, being straight and not bulls
tting helped.
70% of people are lovely.
5% are complete and utter fruit loops who you will never, ever please, or get to be reasonable. Some you tolerate, some are just so unreasonable/aggressive/abusive etc you have to tell them their business isn't welcome.
With regards to some SM's (and advisors!!) hiding, yep-you get those who don't like confrontation. I used to tell my front desk guys (and live by this myself) that whatever difficult conversation you're about to have, it'll be ten times worse if you avoid it and the customer gets to you first. Call them, be on the front foot, they'll be pissed off if they have to call/chase you so be proactive. It works, too.
Ways of convincing people-it's just a case of being honest, explaining the reasons why something needs doing, sometimes showing them on the car, basically gaining their trust. If someone doesn't trust you, it's much more difficult for them to buy stuff from you.
I'm proud that my dealership was in the top ten dealerships in the country for good customer feedback (CSI-the dreaded three letters that everyone in the trade hates!), so I think we as a team did alright!
Ninja59 said:
I will be honest I am a picky and awkward customer, but then I love my cars and truth be told probably overservice them. If something is not done to the letter (or slightly above) then I find it hugely frustrating. My service manager at BMW originally got off to a rocky start because my initial interaction was nothing short of appalling since then though it has been awesome (and I now see some of his pressures with staff off ill and trying to manage both BMW and Mini servicing can be a nightmare).
The old one I used to know at Mazda Canterbury did go on to unlike the OP to join Mazda UK though in an aftersales position (after years of being a tech then SM).
How hard did you find it to meet (and I suppose manage) customer expectations? and I suppose how many picky/awkward customers did you meet and have to deal with?
I have witnessed the flipside in my BMW dealer of having a customer go well just do the end of warranty service check and when the service adviser said it needed an oil change she went mental. Is there ways to convince owners (when clearly work needs doing not just for pulling profit)?
One thing I do find hugely frustrating is that some of the more senior SM's hide away fearful of customers what the hell is that all about? (my previous Volvo dealer SM did this hugely it was like trying to track down a bloody diamond - I knew every single one of the rest of the team, and I got to only meet him once after the car clearly had a failing DMF and then I wanted to lamp the sod). In a sense I feel lucky with the current BMW one and the previous Mazda one as they have actually been "approachable" instead of just appearing when there has been an utter screw up.
Finally, having spoken with both of the ex Mazda SM - likened keeping an eye on techs as herding cats is that true?
I used to have a 25/70/5% rule. The old one I used to know at Mazda Canterbury did go on to unlike the OP to join Mazda UK though in an aftersales position (after years of being a tech then SM).
How hard did you find it to meet (and I suppose manage) customer expectations? and I suppose how many picky/awkward customers did you meet and have to deal with?
I have witnessed the flipside in my BMW dealer of having a customer go well just do the end of warranty service check and when the service adviser said it needed an oil change she went mental. Is there ways to convince owners (when clearly work needs doing not just for pulling profit)?
One thing I do find hugely frustrating is that some of the more senior SM's hide away fearful of customers what the hell is that all about? (my previous Volvo dealer SM did this hugely it was like trying to track down a bloody diamond - I knew every single one of the rest of the team, and I got to only meet him once after the car clearly had a failing DMF and then I wanted to lamp the sod). In a sense I feel lucky with the current BMW one and the previous Mazda one as they have actually been "approachable" instead of just appearing when there has been an utter screw up.
Finally, having spoken with both of the ex Mazda SM - likened keeping an eye on techs as herding cats is that true?
25% of people are screamers but can be turned around by dealing with them reasonably, being honest and working out what they want. I don't mind these-hopefully my personal values of honesty, being straight and not bulls
tting helped.70% of people are lovely.
5% are complete and utter fruit loops who you will never, ever please, or get to be reasonable. Some you tolerate, some are just so unreasonable/aggressive/abusive etc you have to tell them their business isn't welcome.
With regards to some SM's (and advisors!!) hiding, yep-you get those who don't like confrontation. I used to tell my front desk guys (and live by this myself) that whatever difficult conversation you're about to have, it'll be ten times worse if you avoid it and the customer gets to you first. Call them, be on the front foot, they'll be pissed off if they have to call/chase you so be proactive. It works, too.
Ways of convincing people-it's just a case of being honest, explaining the reasons why something needs doing, sometimes showing them on the car, basically gaining their trust. If someone doesn't trust you, it's much more difficult for them to buy stuff from you.
I'm proud that my dealership was in the top ten dealerships in the country for good customer feedback (CSI-the dreaded three letters that everyone in the trade hates!), so I think we as a team did alright!
Edited by itcaptainslow on Thursday 5th October 18:30
andy118run said:
mp3manager said:
Is the screenwash top-up con really necessary?
+ 1. Was the first thing that I thought about - every time I brim my screenwash before the service. Whatever, garage I use will always charge me for it. why are technicians pay rate’s so poor and overtime rates a complete joke, time and a quarter for saturdays that you have to do 
and bonus targets moved up and down like a yo yo meaning you get a piss poor bonus
Not that it matters to me as I have switched to factory work the pay rate is better the hours are better and the overtime is in a different league
It amazes me anybody over 30 stays at it tbh
I certainly won’t be going back to it by choice
and bonus targets moved up and down like a yo yo meaning you get a piss poor bonus Not that it matters to me as I have switched to factory work the pay rate is better the hours are better and the overtime is in a different league
It amazes me anybody over 30 stays at it tbh
I certainly won’t be going back to it by choice
Eyersey1234 said:
Are service plans a waste of money?
Ah, service plans. Dealer groups are pushing these things rather hard as they've woken up to them being a good customer retention tool. Lock them in for three, four or five years, bingo.They can work well for the customer IF they're set up right to take into account the annual mileage AND this doesn't change through the life of the plan.
There's nothing wrong with them but the pressure to sell them from upper management is such it feels like they're being rammed down a customer's throat every time they come in-it'd annoy me as a punter.
Personally I have bad memories of them purely down to the amount of pressure and scrutiny I was put under for my department's sales figures-we refused to present a plan to a customer if it wasn't good value for them-if paying as you go for services worked out cheaper, how is that fair or moral?
"Yes, but retention" the suits used to say in the accounts meetings.
"Well" said I, "If you give the customer superb service and make them WANT to come back, that's a far better retention tool than locking them into something that may not benefit them"
It was a bone of contention that bothered me (due to the pressure) right up until the day I left.
Stickyfinger said:
Are Service Manager sacked Estate Agents ?
I know of no ex estate agents amongst my old colleagues! Mostly the background is technicians who have worked their way off the shop floor for a variety of reasons.
Interestingly, most Dealer Principals and senior managers in the trade have a sales background. Very few make their way up from service, and few understand it fully. I was fortunate to be managed by two DP's in my time as SM who were great-they supported me, understood the service department and were great for my development.
WestyCarl said:
You've got 2 customers;
Customer A comes in argumentative, "knowing his rights" and knows exactly what needs to be done and how long it takes, etc, etc.
Customer B comes in and is friendly and just asks for your help
Which will get the better service from you?
See my post regarding 25/70/5 above!Customer A comes in argumentative, "knowing his rights" and knows exactly what needs to be done and how long it takes, etc, etc.
Customer B comes in and is friendly and just asks for your help
Which will get the better service from you?
alangla said:
Are standards in the service department different between different manufacturers?
I've had experience of a large chain of dealerships (who don't themselves have the best reputation for service work) working on an American owned brand and a Japanese one - the service work on the Japanese owned brand has been pretty much faultless. Is this likely to be down to the manufacturer, or the local management of the 2 sites I happen to have used?
The manufacturer standards are broadly similar-specifics are different but the basics are the same.I've had experience of a large chain of dealerships (who don't themselves have the best reputation for service work) working on an American owned brand and a Japanese one - the service work on the Japanese owned brand has been pretty much faultless. Is this likely to be down to the manufacturer, or the local management of the 2 sites I happen to have used?
Different experiences between dealerships are very much down to the staff and management at each individual dealership-if you've got a good dealer, hold onto them!
Integroo said:
Is it true that the service side of the business charges full whack to the sales side of the business? When chopping in my last car, it needed two new fronts, he tried to chop £200 off, I said oh I can get OEM tyres on BlackCircles for fifty quid a corner ... "Yes that may be true but our service department charges us full whack, will be £80 + VAT even if we can get them cheaper elsewhere".
Not for us-£89 per hour retail, £65 for sales, tyres at cost + £15 including fitting etc, parts at cost plus 30% ish from memory.s
t inter departmental relationship in impacting customer shocker!
ollie plymsoles said:
Can I ask why they always unplug the dash cam when the car is in the dealership?
We had nothing to hide but at the same time we really don't want you having two hours HD footage of industrial language, the apprentice being bummed and the owner of the car trying to sue us because he deems our tech's driving unsuitable.That doesn't mean the techs take customer's cars out for joy rides-far from it-but some punters can get very emotional about seemingly inconsequential things.
For example-to get a car to do a forced regeneration of the DPF needs some pretty high revs-most customers would have kittens seeing their car do this, but as long as it's warm and the fluid levels good there's no problem at all with it.
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