Compact Tractor Dealers Ignore Two-thirds of Their Potential Website Customers, Industry Survey Shows

[NCL4701]

For some dealers it isn’t the technology involved in the communication, the lack of response to internet and email inquiries is just an extension of their lack of response to customers in general. One of the reasons I have a Kubota is when I walked into the local JD dealer with a $60K cash budget for a 50hp +/- basic open station tractor and a few implements a couple years ago (pre-COVID) they made it pretty clear they didn’t have time to talk to me about anything then or later. I’d be quite shocked if that dealer is any better at responding to inquiries by any other means.

I’ll admit I probably wasn’t dressed like I had $6, much less $60K but I really didn’t think I’d have to put on my suit to buy a tractor.

 

[Pleease]

Lots of older peopl don’t accept changes, and never will.

They eventually age out of the system, as we all do, and change and new ideas and ways of doing business happen anyway.

Change is inevitable, and clinging to old ways won’t stop it.

Yes - market speed (if that's the right term) changes with the scope and speed of the media available to facilitate it. Today markets have become more and more fluid due to the immediate availability of so much product and price info.

(BTW I'm 64, and most peers that I know seem pretty tuned into online info, etc., too.)

 

[rScotty]

If a dealer doesn't respond to my emails, I find another one who will. My LS came from a dealer who emailed me about it as I was in the market for a new tractor, but the one I got had 12 hours plus 1 year old, however, it was much bigger than the one I was looking at, so for 2.5k less than the new price of a 32 hp tractor, I got one that was 46hp and took over the original buyers payments and the dealer honored the warranty change over (5yr warranty was 4 yr for me but no problems at all with it)...what a great deal, all by email and my financial institution even took care of the paperwork via email and electronic signature. I only went in person to the dealer to test both the 32hp and the 46hp and the sale negotiating and closing was all electronic.

That sounds to me like you were extremely experienced with tractors and their features before you ever started looking for a new tractor. That's not always the case, and it can be difficult for a buyer to evaluate just how much he knows about a subject. One of the responders on this thread said he would have bought differently if he had known what was meant by a "live PTO".

I buy some things electronically - but not all things. It depends on how much I know.

I guess I'm saying that buying electronicallyworks best when a person is familiar with the product. Otherwise it can be a gamble.
rScotty

 

[houska]

The craziness of the past 2 years aside, there's a generational shift occurring.

As a tech-y about-to-turn-50-y.o., I'm used to doing all sorts of stuff by email. Sure, sometimes you need to discuss with some back and forth, and then phone or in person works better. But whatever is a simple Q-and-A is so much easier by email. No one needs to find the other guy and yank them out of what they're doing (them: with another customer? counting number of widgets in stock? gone fishing? me: driving? bush hogging and barely in cell phone range? doing my day job?). No one needs to scribble down illegible notes with greasy fingers to keep a record of what was discussed.

My 20-y.o. nieces talk with their friends (and boyfriends) by text far more than on the phone or even in person. To me that's weird, just like my preference for email over phone for business stuff is weird to my 65+y.o. friends. But it shows which way the world is going.

If I have reason to believe a Good Dealer is old-school, prefers phone, and it's worth my time to call, I'll do so. After all, it may be to my benefit, and it's a measure of basic human politeness to try to adapt to the other's communication preference. But that goes the other way too; I'd love to see some sign he's trying to adapt, and if he's not, it's an extra barrier to him getting my business.

 

[ddbackhoe]

Most of them these days don't have a clue anyway and the combined experience and knowledge of this community is unassailable.

Yes, exactly. IMHO, why let an uninformed sales person steer your decision? Absolutely hate it when they try to use bs and scare tactics (sale ends tomorrow, low inventory, etc.)

 

[Cahaba Valley Farm]

For some dealers it isn’t the technology involved in the communication, the lack of response to internet and email inquiries is just an extension of their lack of response to customers in general.

 

[71bronco]

I just recently purchased a new Kioti CX2510. I've left emails, kijiji messages and phone messages for Dealers that never returned my messages or called. I was on my 4th dealer before I found one 2 hours away and completed a purchase there. I do find that Customer service has taken a hit lately and just doesn't seem to be as it was before. I was a cash buyer and I paid him a deposit when I ordered and the balance in full when I picked it up. I was about the easiest Customer to have because I knew exactly what I wanted, I did not try to talk them down in price and I paid for my tractor in full before loading it on my trailer for its new forever home.

The first 3 could have made some easy money if they'd returned my calls, emails etc.

I like handshakes too. But the world just doesn't seem to have enough Honorable people left in it these days.

I went to a NH dealer looking for a 30+ hp tractor. Told him I was just starting to look and was comparing brands. Asked for a price on one he had and he said he would have to call me so I gave him my info. He called a month later with the price. I told him he was a month too late.

Jeff

 

[charles todd]

When I bought my tractor I was a cash buyer. My local dealer quoted me msrp and would not budge. I went home got on the phone and made some phone calls. I took the best deal back to him and said meet it or beat it. I went on a road trip to pick my machine up about 2 weeks later. I did the same thing when I ordered the backhoe for it. Some dealers make enough money and don’t want to take care of a customer that drives by there lot every day to and from work and has spent a ton of money on parts and other things there over the years. I won’t even give him a small parts sale now I will drive the next closest dealer or order parts and filters online just to spite him

Same story here. Bought my tractor from dealer 30 miles away because he worked with me. The dealer I drive by everyday is 4 miles away. I have not bought ANYTHING from local dealer since 2014.

CT

 

[shecub]

That's always been a beef of mine. Price is an important consideration any time that I make a major purchase. If they don't want me "tire kicking", make the price easily available... and I' don't mean "What is the payment?"

I agree. I was considering two different brands of tractor after researching online but one did not list prices so I didn't go look at the tractors there.

 

[PuffyC]

The craziness of the past 2 years aside, there's a generational shift occurring.

As a tech-y about-to-turn-50-y.o., I'm used to doing all sorts of stuff by email. Sure, sometimes you need to discuss with some back and forth, and then phone or in person works better. But whatever is a simple Q-and-A is so much easier by email. No one needs to find the other guy and yank them out of what they're doing (them: with another customer? counting number of widgets in stock? gone fishing? me: driving? bush hogging and barely in cell phone range? doing my day job?). No one needs to scribble down illegible notes with greasy fingers to keep a record of what was discussed.

My 20-y.o. nieces talk with their friends (and boyfriends) by text far more than on the phone or even in person. To me that's weird, just like my preference for email over phone for business stuff is weird to my 65+y.o. friends. But it shows which way the world is going.

If I have reason to believe a Good Dealer is old-school, prefers phone, and it's worth my time to call, I'll do so. After all, it may be to my benefit, and it's a measure of basic human politeness to try to adapt to the other's communication preference. But that goes the other way too; I'd love to see some sign he's trying to adapt, and if he's not, it's an extra barrier to him getting my business.

I think you hit the nail on the head. People today are even buying houses via email and the web so if you're ignoring that part of your business you may not have one soon, and there's a lot of that older/rural demographic that really struggles with this. Today in the modern world, the thought of calling unannounced is borderline rude as you're asking that person to stop whatever it is they're doing and talk to you right now. Sorry, I have stuff to do so I can't just randomly put everything on hold because you decided it was a good time for you to talk. If we need to talk in person we can schedule that in email at a time that is convenient to us both. I've even gotten to the point where there are two automatic deal breakers for me:

- No website at all.
- A website that lists "Call for details" regarding price or inventory.

If that's you then sorry not interested. In a very short period of time that will be most customers, not some, which the manufacturers are savvy enough to know which is why they do this.

 

[piper184]

As a customer:
Rule #1 is never beg anyone to take my money.
Rule #2 is never believe a salesman, know your stuff before you get that far. If you don't know, how do you know that they know? Ya Know?

 

[sunandsand]

"Price on request" is the low rent equivalent of "If you have to ask, you can't afford it" which is pretty low rent to start with.

Point is, I (usually) CAN afford "it", and I refuse to play games with sales droids. I don't need to impress anonymous nincompoops who I will never see again anyway, and I certainly don't need to do it by making a bad deal for myself.

My favorite is the "contest close" - If you buy this (rusty, dented, smoking, flood damaged and probably stolen Dodge Neon) today, I can win a trip to Hawaii!

Counter offer - I'll sign today on the following conditions - *I* win the trip to Hawaii, *YOU* get the payment book, and *I* get to take your teenage daughter with me - but I gotta see her in a ****** first.

(I think the word is out - nobody has tried the contest close on me lately . . . )

Best Regards,

Mike/Florida

 

[PuffyC]

"Price on request" is the low rent equivalent of "If you have to ask, you can't afford it" which is pretty low rent to start with.

Point is, I (usually) CAN afford "it", and I refuse to play games with sales droids. I don't need to impress anonymous nincompoops who I will never see again anyway, and I certainly don't need to do it by making a bad deal for myself.

My favorite is the "contest close" - If you buy this (rusty, dented, smoking, flood damaged and probably stolen Dodge Neon) today, I can win a trip to Hawaii!

Counter offer - I'll sign today on the following conditions - *I* win the trip to Hawaii, *YOU* get the payment book, and *I* get to take your teenage daughter with me - but I gotta see her in a ****** first.

(I think the word is out - nobody has tried the contest close on me lately . . . )

Best Regards,

Mike/Florida

I figure "price on request" is just code for "we'll decide how much to charge once we see how much we can screw you over". Not playing that game.

 

[Atchuuu]

Going through this right now while shopping for another big ticket item, not a tractor. Dealerships with no price on their products will get an email from me at best. This is there invitation to earn my business. If they don't respond quickly because they think I am wasting their time or a tire kicker then they simply don't get my business. Sales is like fishing. You don't catch a fish every time you cast the line and you don't sell something every time you get an inquiry. But you sure as hell won't sell anything to me if you don't respond.

 

[barts]

The whole haggling approach to buying big ticket items is incredibly annoying and anxiety producing. "Let me go talk to the manager." Really? This is one of the things some car companies figured out - Saturn did it, and Tesla does this as well. I guess if we had a culture that haggled on everything, as is common in some countries, this would feel more natural, but to combine the difficulty of spending large amounts of money with that of playing a game where you're not sure of all the rules makes the entire process distasteful.

 

[finn1]

Us "old guys" invented the internet!!

I never understood why "old people" don't quickly embrace the new technology stuff.

I’m likely older than you. The fact is, though, many older people are resistant to change. It’s pretty evident if you spend a little time perusing some of the threads on this forum.

 

[finn1]

Yes - market speed (if that's the right term) changes with the scope and speed of the media available to facilitate it. Today markets have become more and more fluid due to the immediate availability of so much product and price info.

(BTW I'm 64, and most peers that I know seem pretty tuned into online info, etc., too.)

My wife was talking about how her 96 year old (!) aunt hops on the Internet to order things or figure out how to set up new gadgets.

My own mother, though, was afraid to turn the computer on when she was 70. Scared her to death (not literally).

 

[sandytrail]

I believe there is no question that the dealers must demonstrate good customer service and that means being responsive to emails. In 2003, I was looking for a new Ford F250, but I was looking for a particular truck. The local dealer did not have one and after about 2 months, I stated looking on the web. A dealer 5 hours away had what I was looking for. I sent him an email asking for a good price. That night, I saw the price he was asking. I sent him another email telling him I would be there that Friday to pick up the truck. I went Friday and bought the truck and I never spoke to anyone on the phone, nor had I visited that dealer before.
Another customer service related story. I went to a NAPA
store to buy a fuel filter for a JD 2020. I told the parts man what I wanted. He replied "Do you have a part number?" I said "No, but I looked it up on the web and it showed you have one. Sorry I didn't write down the part number. It was at that time the he began sighing and making faces like he didn't like what I was asking. I told him 'You don't look to enthused about this." He replied, "Well its just that you don't have a part number." I said "That's why you have all those parts manuals in front of you and a computer." He said, "Yea, but these books haven't been updated and you know, my good customers bring me a part number." I interrupted him and said "Oh, so its about good and bad customers. I don't think you know what the hell you are doing. I think I will go elsewhere." and I left. When do you think I am going back to that store, and I buy lots of parts?

W

 

[Hermio]

I research online, then come in for a test drive and closing the deal. I suspect there are many more like me. If a dealer does not have a website, I will not even know he exists.

 

[stso9d]

In my view (and my dealers view), anything net related is tire kicking or shopping for a low ball price. I seel my depreciated out equipment on Tractor House all the time and I never have them list my email address on the ad, just a phone number (landline) and set my price firm and I've never had any tire kickers but I have had unhappy potential buyers because my philosophy is, the first one to lay down a substantial CASH deposit, gets the item. I operate on the 'Early Bird Gets The Worm' principle. Always have.

I don't negotiate with low ball buyers either. It is what it is and I've already researched the asking price so don't bother me with some low ball bs, cause I'm not listening. I end those calls quickly and efficiently, I hang up on them.

Far as my dealer goes, he has a laptop and a printer which he only uses to consumate deals and he don't have a website either or an email address and don't want one. He does just fine without the 'electronic Highway' bothering him and yes, he's my age 71 and yes, he sells and services more units than an other dealer around here. In fact Kubota rates him as a 5 star dealer. We do everything on the landline or he drops by and sits in the kitchen and we has out the details. No glitz no pomp, just good old school way of handling a sale.

If you walked in his store, you'd probably be shocked as it don't look like any modern dealer. Looks more like some one's garage that anything else but in his case what you see and what it is are 2 distinctly different things and most everyone around here knows it and deals with him as well.

His shop is always busy too and not just with Kubota's. He works on everything, green included. I'm glad I'm considered a good customer for getting something serviced and not being , probably entails a long wait, if he even accepts doing the repair.

Case in point, I bought a brand new Kubota Premium round baler (net-twine) from him last fall, signed all the papers on it and had Kubota finance the balance and it's still sitting in his lot and has been all winter, even though I own it and am making payments on it. Saves me having to insure it for one and I'm in no hurry to take possession anyway and he's used it to show potential buyers the features on it. He even toted it to the local fair las fall as part of his display. New equipment is scarce today so I have no issue with any of it. Interestingly Kubota did, the called me and asked me how the new bailer was performing last fall and were completely taken back when I told them I didn't have it and where it actually was. I basically told them it was none of their business so long as the loan was current, which it is. Guess they called him as well and he told them we have an agreement and it was none of their concern anyway. All on a handshake how we do stuff out here in Flyover Country and I'm all good with it. he sells more than enough new Kubota's big and small for them not to make unnecessary waves. Smart on their part.

Not that you or your dealer would care, but i would find a dealer that at least pretends to want my business…