Dealer's not what they used to be

[Volfandt]

Interesting thread. Definitely a good read for marketing types.

The concensus seems to indicate the following:
Customers appreciate:
1) a friendly business atmosphere
2) personal recognition
3) occasional reminders of appreciation from previous business transactions
4) good pricing/deals

Can't help but notice pricing wasn't mentioned as much as friendliness.

What is the concensus of recieveing an occasional email of appreciation and perhaps a calender PDF at Christmas time?

 

[JOHNTHOMAS]

Interesting thread. Definitely a good read for marketing types.

The concensus seems to indicate the following:
Customers appreciate:
1) a friendly business atmosphere
2) personal recognition
3) occasional reminders of appreciation from previous business transactions
4) good pricing/deals
1, 2 and 3 are nice and will maybe be the deciding factor of which seller gets the business if number 4 is close or equal. I believe most buyers look for price first then maybe look for 1, 2 and 3. Sad but I fear true. I to had an Insurance man a few years ago that was OK, just OK. Another Company beat his price for an equal Homeowners policy by $100 a year which was a substantial percentage difference of the overall price. He got a bit hostile when I told him I was changing and why. I told him I liked him but not $100 worth. He asked if I was also moving my vehicles (with a bit of attitude) and I told him I would if he thought that I should and he then settled down a bit and asked for me to check prices with him the next year for my homeowners. That was probably 20 years ago. Doubt anyone would say anything today if I cancelled a Policy of that size. They would just do it. My current Agent might talk to me though since I currently pay about $750 a month for vehicles, home and business Insurance and maybe not.
Can't help but notice pricing wasn't mentioned as much as friendliness.

What is the concensus of recieveing an occasional email of appreciation and perhaps a calender PDF at Christmas time?

I would not want any (electronic generated) emails or PDFs sent to me for advertising at my expense for printing. NO, no, no.
When I was in Real Estate Sales I paid a Company, I think maybe $15 to $20 to send Cards 4 times a year for maybe 4 or 5 years to my Buyers. Guess the cards had sketched pictures of houses on the front. A few (Very few) customers mentioned them to me and I just smiled after I figured out what they were talking about.
When I was a Real Estate Broker I required all of my Agents contact every listing customer every month to talk to the Seller and let the seller know all efforts were being expended to sell their property. The Agents hated doing it but I told them if they hated calling then get out and sell the property. I determined that Sellers usually didn't get mad if my Company didn't sell their property but they got mad when they listed their property and never heard from the listing agent until the listing agent contacted them again to extend their listing. I know that made me mad when it had happened to me.

 

[RFB]

My dealer is about 50 miles away.

He came to my house to discuss an impending sale, was never in a hurry, discussed pricing in a non-aggressive fashion, and worked to get me the best financing (0% for 72) which was an unlisted availability but required "dealer participation".

He welcomed hearing about this website, which was new to him.

Both tractors were delivered on-time as promised with full fuel, my wife recieved hats and chocolates, and I received a customized Leatherman tool.

I have received follow-up calls and emails, and he has impressed me as someone who is going to be there for us.

For anyone in this area who is interested, the Dealership is Agri-Service in Weiser, ID, and the dealer's name is Dillon Ward, 208-549-1523
AGRI-SERVICE

 

[Kubota 2007]

Interesting thread. Definitely a good read for marketing types.

The concensus seems to indicate the following:
Customers appreciate:
1) a friendly business atmosphere
2) personal recognition
3) occasional reminders of appreciation from previous business transactions
4) good pricing/deals

Can't help but notice pricing wasn't mentioned as much as friendliness.

What is the concensus of recieveing an occasional email of appreciation and perhaps a calender PDF at Christmas time?

1) Important
2) After the sale is most Important, and will be a deciding factor for the next sale. Seems like salesmen only remember your name before the sale, after the sale they have no time for you and can't remember your name.
3) This is very important, not just a Thank You Card,Christmas Card, but most important contact us when there has been a recall, an example, a few years ago I purchased a B3030, about a year later there was a recall on the seat, my dealer never called me, when I read about it on this site, I called him, he said he didn't know about it. After I called Kubota in Ohio, the dealer suddenly remembered.
4) Fair Pricing, Why are some dealers selling tractors for thousands less than a local dealer. There high pricing forces sale's to leave the area. I work hard for my money, I'm not going to throw it away. The last tractor I purchased was $5000. less out of the area. Local dealer had the tractor I wanted, wouldn't come down on price,PLUS the tractor was sitting out side,fadded, decals peeling, seat faded, dealers reply" it's dated".

Emails are meanless, not personal at all.A phone call, or stop in to see if everything is working. A few weeks ago I stopped at another Kubota dealer, met the Kubota zone manager, super nice guy, explained more to me about my tractor in ten minuets than the dealer has been able to tell me in six months, not that the dealer doesn't know, I can't get to talk to him,Why, sale is complete, he's on to the next sale.

 

[timster2]

A few years ago I bought a new Kubota tractor. The salesman was ok but definitely not the best or knowledgeable about his products. At more than one occasion he had to "go and ask someone who knows". The purchase was based on using the local dealer and trying to establish some kind of relationship with the dealership. I like to use genuine factory parts and fluids for servicing and repairs. The delivery was great the driver explained each and every control dipstick etc. until I was satisfied. He helped me drop the backhoe and bucket so I had and idea how to do it and some tips to stay out of trouble. He should have been the salesman!

Fast forward three years and I bought a new house and wanted a smaller machine for snow plowing/blowing lawn mowing etc. Went back to the same salesman gave him my specs and email address and told him to keep in touch, I was looking for a new or near new used tractor. No response no emails, phone calls nothing. His website showed a tractor that was close to my needs but I never got a call to come take a look. Seems that some dealers ignore or just don't grasp the extent that people are using computers for everything. I recently was in the dealership for parts for my new tractor, purchased via Craigs list, and ran into the salesman he had completely forgotten about my needs till I walked in the door. When I told him of my purchase I got a less than friendly look, end of conversation.

Dealers need to adjust their marketing strategy to embrace the internet. As the roll out of high speed access reaches further from the big cities the internet will be the first place you look for any new purchase. Like the telephone, every house will have more than one computer. In the old days a bad experience was shared with a few friends, family and neighbors with the internet and social networking a bad experience will reach hundreds if not thousands. Personal service should now include email, instant messaging, Facebook etc. as well as physical face time.

 

[Bird]

I bought 2 Kubotas; 1995 B7100 and 1999 B2710 from the same salesman and the salesman was the one who personally delivered each of them (about a 50 mile one way trip).

 

[GlennaR]

Just learned my Kub dealer went belly up recently.

Sadly the dealership was purchased by the local casino owner that made his original billions in the trash biz. Talk about a greedy man that can afford to eat 1,000 steak dinners a night but his customers can not afford to eat one steak dinner a night or perhaps a week.

Did not get a card/call before change of hands and probably the same with the new owner.

Obviously big part of the problem is from Japan's top management not requiring dealer to follow a detailed customer service program as SOP n part of continuing dealer statice.

Just my 2 cents with 1 cents change.........

 

[Turbys_1700]

Lots of reasons things have changed...
Most businesses today are not locally owned and have employees who feel no obligation to patronage their customers...
When my dad sold Allis Chalmers in the day their small tractor/implement company always gave large wall picture calendars to their best customers...
The Bush Hog rep always gave my dad a 5# block of sharp hoop cheese...
Back in those days business was conducted with people who had connections and developed relationships over the years...
Much more fluid climate now with many businesses being bought up by larger corporations...
It is more difficult for those corporations to develop a culture of business etiquette and acumen that creates loyal customers over the years...
Businesses that can develop good customer service with employes that have no long term history them are the ones that are successful...
IE Walmart...
They have competitive prices and for the most part have excellent customer service...

 

[ultrarunner]

I used to think some of my friends spent way too much time on community events that diverted their focus away from business...

That's when I learned that small family business is heavily dependent on getting the word out about what they offer and who they are.

These are the one's that would sponsor the local 4th of July picnic, be there for the Boys and Girls Club, 4-H, etc... In other words be active in the community and service organizations.

Not many people stay in one place anymore... seems the local bank manager tenure is about 14 months... just when he gets to know the customers... he is either out the door or promoted... same with lots of the chain stores.

The local family owned Chevrolet Dealership in business since 1910 was just sold to a group of foreign investors... over a 100 years in the community... time will tell if the new owners see their acquisition as joining the community or simply another line item on the ledger.

It could simply be that few, for whatever reason, are making employment a career.