Dealer's not what they used to be

[jesseb3@att.net]

A friend of mine went into car sales when he got out of the navy in 1952

He is African American and at the time no one would hire a black salesman...

Eventually, he worked out a deal with the local Chevrolet Dealer whereby he could sell cars but would not have a desk or floor time at the Dealership and he became quite successful...

When I asked him the secret to his success he said it was taking care of the customer and developing his own clientele independent of the Dealership... his home number was on his business card and not the Dealership following their rules...

...

I swear I read an article/saw a movie/news story about an African American car salesman recently. The point of the story was how nice the guy was, how loyal his following was, and how many generations of family members he had sold cars to. Same guy??

 

[Depmandog]

This has nothing to do with tractors....

Several years ago, I walked into a small jewelry store looking for a gift for my wife. Total staff of maybe 5 people. Husband and wife were the owners, and during my wait I noticed the husband greeting most everyone that came into the store by name.

As I was making my purchase, the owner came up to me, shook my hand - asked me my name, repeated it twice, thanked me for coming in.

The next year, a full year later, I went back to the store, and when the owner came around the corner, he said "Hi Dean, how are you. Then he looked at his associate, and told them to make sure to take care of Mr. Parsons. Talk about getting my attention. Man I felt like royalty.

Now, must mention, that I didn't spend thousands of dollars. Probably a couple hundred on a nice necklace the previous year. So every year,when I can, I try to patronize their store.

Fast forward several years. Right before this Christmas, I hadn't purchased jewelry for my wife in maybe three years (paying college tuition instead ). I went to their new store, and it was like I was their best customer ever. Del remembered my name, his wife and I had a good chat. it was as if I was a weekly regular.

That my friends is a NO COST way to make your customers feel special, and build loyalty. Plus having a good product at decent prices helps.

Dean

 

[radair]

I just traded in my BX23 for a B3000 and had a fairly poor experience. They delivered the tractor a couple days before Christmas, which made me very happy. While the guy was loading my old tractor on the truck I noticed they forgot to install the block heater, which I ordered. While I was checkling the paperwork, I remembered there was also supposed to be a 6' rear blade delivered. No big deal, the delivery guy said he'd be back with the blade and would install the block heater then.

The next day I pushed around a little snow and tried out the backhoe. As I was putting the tractor away I noticed hydraulic fluid leaking from the loader valve. Apparently they failed to tighten one of the the threaded elbows and it was really puking fluid. I called the sales rep and he said he'd have a mechanic come up with some wrenches when they delivered the blade and take care of it. Hmmm, OK but now my weekend seat time is cancelled.

Fast forward a few days and I came home to find the leak had been fixed, block heater installed and blade delivered. Nice! Then I checked the dipstick for the HST - bone dry. I added a quart or so of Super UDT I had left over and the dipstick was still dry. So then I had to make a run to the store for more fluid and it took OVER A GALLON to get it up to the recommended level.

Is it too much to expect a $33k+ order to be filled correctly, the tractor assembled properly, and a mechanic to check his work? I'm pretty easy and can shrug off the first couple to a busy holiday season and all, but the last one was really strike 3 for me. Not sure I'll patronize this dealer again unless I get a sincere apology from them.

 

[ultrarunner]

I swear I read an article/saw a movie/news story about an African American car salesman recently. The point of the story was how nice the guy was, how loyal his following was, and how many generations of family members he had sold cars to. Same guy??

Maybe... if he made his career in the SF Bay Area?

I think he was 40 years my senior... heck of a nice guy and learned a few things from just being around him...

 

[OrangeRidge]

Christmas cards from commercial sources are a lose/lose situation.
If you don't get anything , so what , if you do , it's a computer calendar
that remembered your sale ; means nothing . How about a $20 voucher
for spares ; holding my breath .....................

 

[JOHNTHOMAS]

I've watched this thread for a few days and "thinking" of some responses. Finally putting "pen/ink" to paper.
First, not much of anything is what it used to be. Doctors mostly don't make house calls, we don't have to go to "Ikes" Store to make a phone call, we don't have to wait on the train to get across the country..........Now, I "love" the old days until I think a bit deeper about them so then I just switch to thinking about just the "good" stuff about the good ole days.
Some great examples given here of businesses/individuals succeeding by doing that "extra" that probably 98% don't do. I do believe in doing the "extra". I do it alot and have always tried to do it but it sure is depressing some times when that one that I've given the most extra and the biggest "break" doesn't "remember" it when they want to make a big purchase or their disliked family member starts working part time for a couple of weeks for a competitor and gets that big commission on that big sale. The difference though for successful people is to start each day new and forget the "bad" customers and believe all of todays customers are going to buy and be loyal forever and their friends and family are to.
I taught Marketing for a few years and the classes usually had some Real Estate Agents and some Car Sales people. I "encouraged" them to have their own full color with their picture business cards printed promoting themselves with their phone numbers in LARGE BOLD print and the company they worked for in smaller letters. I also encouraged them to keep contact, at least an annual phone call, with their customers. Especially when they changed Employers which Sales people are known to do. I assured the class if they would do this for 5 years they would never have to spend their money on advertising, other than more Business Cards. Contacts are the best sources of customers that there is, much greater success rate than open advertising. Problem is most people want the quick and easy sale with no real committment, just spend the dollars and move on.
I can remember the old days and there have always been "great" places to shop and "bad" places to shop. Guess it will always be that way.
Also, Customers aren't like they used to be. With most people having computers, customers can come into a business some times knowing more about the product (customer is looking at one specific item that he/she has researched) than the seller who is supposed to know everything about 20 to 100s of past and present items the business sells/sold. Also customers know how cheap the item can be bought all ,over the country and even in some foreign countries. Love seeing/hearing Wal Mart bashing especially when they are maybe the most successful retailer in the world due to most customers buying from them because they have the lowest price. (customer loyalty for the person that knows your name or can demonstrate the product)
I buy alot of products off the Internet. Don't have to spend money for "cheap" gas, run miles up on my car, put up with sales people that are rude or ignore my need for info, weave my way through cell phone/texting drivers, compare prices from my home........
Was going to say "Sorry, that's just the way of the starnge new world" but not sure I'm sorry. I still retain my values and beliefs in mankind mostly wanting to do right but I also like the confidence that the products I buy are more likely to work on a regular basis than some products of old and that prices have came way down on some products (electronics). I also look a the prices of some products and remember my income in 1965 and my income now or even minimum wage in 1965 and minimum wage in 2011 and see that many, many products prices have not risen as much as minimum wage.
Old Days were great but sometimes and in some ways they weren't always as great then as they seem now.
I have a new Challenger which I much prefer to an old original Challenger. If Dodge called me and said they found a never ran. never filled with fluids 1969 Challenger that they would trade me for mine (and I had to keep it to drive and not sell it) I'd have to laugh. No way.
I prefer reproductions over antiques if it's something I'm going to use vs put under glass to just look at. Just to see where I'm coming from.
I won't get into music because it did actually stop being right after the mid 60s. OK, maybe a few songs since then have been OK but mostly not.:laughing:
I'm done.

 

[Kubota 2007]

For years I have purchased Husqvarna Chainsaws, one Professional saw a year and I would sell my oldest one. I would always support my local dealer. Then one day Husky started letting Lowes, Home Depot, ect. sell thier saws, this was a huge blow to the dealers, from that day my dealer treated me differently, always giveing a hat or gloves,sometimes a six pack of oil with the sale of a $600+ saw. This is going to happen sooner or later to the Kubota dealers, it happens, it's called completion. Kubota Corp cares about one thing $!!! Then and only then will you see the Kubota dealers treat us like customers.

 

[DAY]

"Social Networking" (i.e. Facebook, et al) is going to change the way we do business, just as the Sears catalog + Railway Express did a century ago.

You can find-and buy!- anything on the internet, but an electronic "face to face" will seal the deal.

 

[riptides]

My ex-insurance person still sends me cards and letters. Once a year he tries to get my business back.

He cannot compete on price, but he tries.

My current insurance guy? Sigh.....

Too bad it is all about money.

 

[Billys Goat]

I was stunned by the poor reception I received recently as a cash buyer for a Utility Tractor. I shopped all brands offered through dealers within a 120 mile radius and selected Van Paemel Equipment in Armada, MI more for the way I was received and handled although they did happen to offer the best pricing too. I have been interacting with Harley dealers and also contractors at our home and generally speaking I believe there's malaise permeating all aspects of our culture. The Amish that I buy from are tops on my list and win as much of our business as I can possibly send their way followed by Mennonite. IMHO a strong sense of faith and honor are key to true happiness and success, especially in business.