Dealerships With Attitude

[JohnK454]

When I decided to buy a CUT, I had Kubota on the top of my "eyeball" list. When I walked in, the parts guy at the counter was napping. Said I wanted to talk to someone about a tractor. He yelled for a salesman. Salesman came out, seemingly annoyed. After a short conversation, I asked to go outside and look at the machine (MX4700). Salesman reluctantly followed. Prce? No effort to obtain a quote. It was crystal clear I was annoying everyone with my presence.

Left, went by Bobcat dealer. Amazing difference. Very helpful, nice, and ballpark figures were followed up with an emailed quote. I'm in process of buying the Bobcat CT445.

In my case, it isn't a brand loyalty issue, it is a customer/dealer relationship issue.

I think the good dealers assume that everyone walking in the door is *potentially* a buyer. Seems simple and obvious, but apparently rare.

 

[radioman]

actually this isn't a one size fit all question, that can't even be answered by one size fit all answer either.

In reality, no matter where I walk in, tractor dealer, car shop, realtor office,etc... When I walk in, I would like to be greeted a hello to be acknowledged I walked in, but many times I DO NOT need to be hounded. If I want service, I'll ask where service desk or look around and walk there. If I see a salesperson free but want to browse, give me a few before you start hounding.

In reality, you need too be a people person, and if you have no knowledge or have filtered the questions and come upon one that you don't know the answer to, show me that you got a go to guy and get the answer for me. A go to guy is a must regardless of attitude. The people person can deal with the nasty attitude for me just to get the answer for me and be a third party moderator for me if needed.

That is service in my eyes. I realize that no matter where you go, you are going to get smart,knowledgeable people, but have no people skills. HIRE ONE THEN!!!!!!!

 

[Hematite]

I realize that no matter where you go, you are going to get smart,knowledgeable people, but have no people skills. HIRE ONE THEN!!!!!!!

Yes, exactly! The owner of the dealership really sets the tone for the sales and service staff. Where I bought the tractor, the owner has sales meetings and emphasizes that the customer comes first and the job of all the employees is to serve the customers needs. Needless to say, they all do the utmost to make sure the customer is happy. My salesman sets the standard for customer service, drove 3 hours, each way (on a Sunday), to exchange a damaged PTO shaft cover.

Needless to say, they meet and exceed their monthly sales goals while other dealers are going out of business. Not hard to figure out why!:thumbsup:

 

[EddieWalker]

When I wanted to buy a quality weedeater, I went to a lawn guy who sells quite a few brands including Stihl and Echo. I told him what my needs were and my budget, then asked what he recomended. He said Echo, and then explained to me the differences. It was very educational and that's what I ended up buying. A few months later, I decided that it was time to buy a quality chainsaw, so I went back to the same guy and told him what I would use it for and what I wanted to spend. This time he said that Stihl would be the best choice. I did this again for a small chainsaw with similar results. When I wanted to buy a zero turn mower, I saved him for last and went to all the other dealers in the area. None really stood out or went to allot of effort to tell me about their product. That dealer has several brands to choose from, but Skag is what he recomended, and what I ended up buying. I'm going there again either next week or the week after to buy a pruning chainsaw to get those high up branches that are hanging in my way while I to mow. I had a Poulon Pro that was OK, but is now toast. This time I'm wanting quality and will pay a bit more for that. I don't know what I'll buy, but more than likely, it will be what the guy at that same store recomends to me.

He's not the friendliest guy, he doesn't come out right away to greet you, but when he does come up to you, he's honest, straight forward and he knows his products. I'd much rather have that then anything else from a salesman.

Eddie

 

[ModMech]

1) I expect and hope a dealer thinks THEIR COLOR is "the best".

2) A dealer should be EASILY and quickly able to explain WHY their color is superior (and NOT where the other colors are weak).

3) BE HONEST. If your product is not well-suited for MY particular application, have the quevos to say so and suggest what might work.

4) Be FAIR. Everyone works to make a buck, ME TOO! The dealer NEEDS to be profitable, or they will fold, what possible good is that?

I think the biggest problem right now, at least with the ORANGE models, is that the models change so fast and what works with what or doesn't changes each year it seems. I'd tear my hair out trying to keep track of it all.

Also, with the economy that way it is, I *suspect* a lot of the very knowledgable sales people have retired or left for jobs with a steady income. This would leave only the "n00bs" or actual owners left, not an ideal solution.

 

[mustangsallysdad]

1) I expect and hope a dealer thinks THEIR COLOR is "the best".

2) A dealer should be EASILY and quickly able to explain WHY their color is superior (and NOT where the other colors are weak).

3) BE HONEST. If your product is not well-suited for MY particular application, have the quevos to say so and suggest what might work.

4) Be FAIR. Everyone works to make a buck, ME TOO! The dealer NEEDS to be profitable, or they will fold, what possible good is that?

I think the biggest problem right now, at least with the ORANGE models, is that the models change so fast and what works with what or doesn't changes each year it seems. I'd tear my hair out trying to keep track of it all.

Also, with the economy that way it is, I *suspect* a lot of the very knowledgable sales people have retired or left for jobs with a steady income. This would leave only the "n00bs" or actual owners left, not an ideal solution.

Very well stated response...makes a lot of sense.

 

[MF RED in MT]

I think there are dealers that have the best business desires serving there good customers and also there bad customers, and those dealers will be sucessful in selling any color tractor of good quality.
To serve the customer means more then what has already been written about in the above posts, it also means to go the extra mile to correct an error, big or small. The customer will not forget how they were treated and will tell all of their friends about the good, the bad, and the ugly dealers.
As a customer, I just require to be treated good and in return, I do not shop price from one dealer to another. Everyone can make a mistake, but it takes character to express that mistake and to correct it (that goes for the customer also). The good dealers will have his customer numbers grow year after year with new customers and also with there repeat customers.
Good thread subject. KC

 

[rdln]

been checking in from my fone lately so its a pain to look at all replies so i'll just say what they say in my industry: be nice to everybody cause you never know who'll b your boss.

 

[buck12]

Quick dealership story as told by my Grandfather:

In the typical Mississippi 1950痴 town an old man that did odd jobs like plowing gardens with a mule, yard work, etc. The old guy didn稚 have a truck and went to the local Chevy dealership and asked to test drive the best truck they had. The salesman told him he couldn稚 afford the truck. Same story at the Dodge dealership. He went to the Ford dealership and was allowed to drive a truck. When he returned to the dealership he pulled a role of hundred dollar bills from his pocket and paid the asking price without haggling. Point of the story the golden rule applies to sales and can lead to gold for the smart salesperson.

 

[PILOON]

What really bugs me is when a sales person forever takes phone calls when I'm there to spend money.
(OK, an occasional urgent call is acceptable but not constant to the point that 75-80% of my time is watching him on his phone)
I have more than once asked if I should sit in my car and call on my cell!

PS; worst offenders are auto parts counter staff!
I once told a parts guy that he should have a light on his forhead to indicate he is on the phone.

YES, can I help you? No not you, I'm talking on phone! DUH, I'm to guess? Heck he's looking at me, not at a phone...

 

[PILOON]

Coulden't be bothered:

I sold fork lift trucks (not tractor, but topic related) and one day (all reps present) in walks a client, muddy shoes dressed in coveralls and he wanders around the showroom, kinda tire kicking.

The 'sales' in me could not ignore him, (all other reps simply walked past him looking very busy) so I pop over and greet him and ask if I can be of assistance.

Well that chap was an orchard farmer and had $25,000. CASH on his person to buy a machine!

The sale got made within the 1/2 hour!

Downside was that we had territories and all the commission went to another rep.
Not even a thank you either, never mind sharing the commission, but I loved selling and the 'closing' still gave me the satisfaction of a job well done.

 

[Ken45101]

Sounds off the wall, but I think age has something to do with it. Walk into any kind of dealer, car or tractor when you are 26, you are a lot more likely to be ignored than when you are 45. I never really had trouble when I was buying a tractor, but I did with cars and mainly when I was younger.

I'm in my early 60's and some dealers are horrible, others are good.

I get a chuckle, lately I've been getting postcards from the green dealer encouraging me to come in a trade my tractor. Two years ago when I was in the dealership looking and asked about tractors, I was told "they are down there" and he pointed to the south side of the building. No effort to show me or to explain.

I like a dealership that handles a couple of different brands and can compare the two.

The good thing around here is that there are several Kubota (or Kubota/NH) dealers withing 50 miles. One has jerks for sales staff, the rest are good. But the the JD dealership has bought out all the other dealerships within 50 miles so there is no alternative.

I don't know that the poor salesmanship is limited to farm equipment. I'm retired from a major corporation where I was responsible for PC hardware selection and the sales people from some of the vendors were absolutely abysmal! OTOH, some vendors had great sales people who paid attention to customers and won our business. (When I turned PC printers over to another colleague, he thought I was exaggerating how bad the sales people were. He later told me that I wasn't exaggerating, they were worse than I warned him!)

The basic needs for quality sales personnel isn't particular to farm equipment.

It bothers me to see the JD situation around here since I own JD stock....but I have five pieces of Kubota equipment.

Ken

 

[wedge40]

On so many occasions, posters have stated that they didn't buy Orange or didn't buy Green because their visit to a dealer in their area was a bad experience. Phrases like "they couldn't be bothered", or "they thought their stuff was just sooooo all that", or "wouldn't give me the time of day" or "were full of themselves", etc.

Because these reports come from all areas and seem to be equally aimed at Kubota and Deere alike, this thought occurs to me.

These dealerships do have expensive, top selling equipment. No doubt a long list of posters will now follow with their experience, telling us once again, how this color dealer in their area is bad, while this other color dealer in their area is great. That's been done to death here.

What DOES need to be discussed is specifics on what, from a customer's point of view, needs to happen when visiting a tractor dealer?

Can we agree that color is likely irrelevant? I hope so. The issue isn't color, as one must assume good and bad, strong and weak dealerships come in every color.

How can a dealership effectively greet, effectively treat its customers? Please bear in mind that into that dealership will likely walk everything from a fellow looking for a $4000 yard machine, to a gal looking to buy a new $200,000 tractor, to someone who needs help with getting the right filter for his compact. It's an awfully tall order dealing with the expectations, needs and personalities of a clientele that diverse, one would think.

I read most but not all, and I have to ask this question.
Are you opening or buying a dealership? There have been some pretty good examples of what makes a good sales person or dealership in here. These could be used as examples of what to do and what NOT to do.

Here is what I look I for.
Aknowledge my presence and if you're busy let me know someone will be with me shortly.
I dont mind if you brag about your prodcuts, but don't ever cut down someone elses. For me this starts the feeling of distrust, and believe me I've been known to drive miles and spend more just to avoid someone I don't trust.

Never treat me like I'm an idiot even if I am sometimes.

I respect someone who says they dont know, but will find the answer or go get it for me from somoeone else who does. If you think know but aren't 100% sure you better tell me. Otherwise that trust thing comes into play again.

Wedge

 

[bp fick]

I read most but not all, and I have to ask this question.
Are you opening or buying a dealership? There have been some pretty good examples of what makes a good sales person or dealership in here. These could be used as examples of what to do and what NOT to do.

Wedge

Goodness sakes NO!!

However, the vast majority of these posts have been calm, rational, well thought out and well written. They could indeed be used as study material for those in tractor sales and marketing. I believe it is absolutely important to articulate what we do like, what we do appreciate, what we have found pleasing and why it was satisfactory and important to us.

 

[Mike120]

Having owned a number of tractors, I usually know what I want. I have a number of dealerships I deal with because I buy what I need and really don't care about the color. The last tractor I bought, I had a complete spec and got bids from three different JD dealerships. I knew it had to be ordered. I could care less about sales people and try to not to deal with them if I can keep from it. I am much more interested in the shop manager and the parts guys....over the long term they are who I want a relationship with, they don't care where you bought it, and they'll tell you who the best guy on the sales floor is if you need a salesman to write an order. My closest JD dealer maintains my green tractor, gator, lawn mowers, etc. because that's what they do best. I use a JD dealer 30 miles away for my baler/accumulator, a NH dealer for my Ford and other NH equipment, and a MF dealer for some of my other equipment. Every one of them knows that I shop prices and don't usually haggle over a few dollars. I have very good relationships with my dealers and have found that usually the only salesman that is really going to stick around is the owner. He'll also give you the best price.

 

[wallace]

This is one of the best threads I have ever read...I am taking all of this in and maybe some day if I ever decide that I will hire a sales person I will make them read this!
Keep the replies coming!

 

[bdeboer]

What really bugs me is when a sales person forever takes phone calls when I'm there to spend money.
(OK, an occasional urgent call is acceptable but not constant to the point that 75-80% of my time is watching him on his phone)
I have more than once asked if I should sit in my car and call on my cell!

PS; worst offenders are auto parts counter staff!
I once told a parts guy that he should have a light on his forhead to indicate he is on the phone.

YES, can I help you? No not you, I'm talking on phone! DUH, I'm to guess? Heck he's looking at me, not at a phone...

Don't forget: Take your eyes off from the Blackberry or Iphone or whatever gadget of the month is in you're pocket.

 

[wampum]

Having owned a number of tractors, I usually know what I want. I have a number of dealerships I deal with because I buy what I need and really don't care about the color. The last tractor I bought, I had a complete spec and got bids from three different JD dealerships. I knew it had to be ordered. I could care less about sales people and try to not to deal with them if I can keep from it. I am much more interested in the shop manager and the parts guys....over the long term they are who I want a relationship with, they don't care where you bought it, and they'll tell you who the best guy on the sales floor is if you need a salesman to write an order. My closest JD dealer maintains my green tractor, gator, lawn mowers, etc. because that's what they do best. I use a JD dealer 30 miles away for my baler/accumulator, a NH dealer for my Ford and other NH equipment, and a MF dealer for some of my other equipment. Every one of them knows that I shop prices and don't usually haggle over a few dollars. I have very good relationships with my dealers and have found that usually the only salesman that is really going to stick around is the owner. He'll also give you the best price.

I found a little dealership in eastern Ohio that is now third generation,(the founder just passed away in his 90's) the son is the owner and chief salesman,and his boy is the one that grew up in the business,went to all the diesel schools and is the head mechanic and also part owner and salesman. This young son(probably in his thirties or upper twenties) knows the tractors he sells in and out. He told me stuff about my 7 year old tractor(that I traded) I did not know about after 7 years. He explained every part of my new tractor,he knew every inch of it. He told me things to watch to avoid trouble,and was very sincere about it.I bought an off brand saved literally thousands over the orange,green and blue,and I believe I got a much better tractor then they are offering. They have been in business since the 1940's and I have no reason to believe they will go out of business any time soon. I watched over a dozen customers come in each time I visited,and all of them were treated truly great. The boy sold me,I really related to him,and was glad to find such a capable,knowledgeable man with manors and a decent respect for you the buyer. He also gave me his personal phone # and said help is only a call away. He also runs a farm,I know he knows what kind of problems I have and will be a great help because of that.

 

[psj12]

When I recently walked into the local motor sport dealer (Bel Air MD) looking for a UTV there were two salesmen present. One was on the phone and the other was looking at his I Phone. I purposly went to the center of the showroom and stood there waiting to be approached. When the guy on the phone got done his conversation he walked righ past me having to saddle sideways due to the tight quarters and never aknowledged my presence. So I thought "that was rather rude". I then went and stood about 4 feet in front of the IPhone fanatic facing his desk. He was now deeply engrossed in text messaging someone. he glanced up at me and made eye contact, then continued to finish his text message. When he completed that he simply stood up and walked to the same rear service area the other salesman had dissappeared to. I stood there a little dumbfounded, alone in the showroom, and examined my self to see if I looked like a homeless person looking for a handout or something and concluded that while wearing jeans and tennis shoes and a polo shirt I looked presentable. I guess they were doing so well they didn't need need the commission from a high end sale.

On another occasion I went to a large car dealership with my wife. We were looking for that dealer's highest end car. I noticed all the sales people were rather young (20 something). No one helped us. I approached at least three individuals at seperate times. As soon as they made eye contact they would whip a cell phone up their ear and pretend to be holding a conversation and turn their back on us. I went to the front sales desk and asked the manager why no one in his dealership wanted to sell us a car. After becoming a little indignant, he assigned us his newest salesman, who was behind the counter with him. When we bought the car, later that evening, the manager came over all smiles to shake our hands etc. I gave him a little sales advice. Older people buy higher end cars which relates to more profit.

 

[CinderSchnauzer]

So I'm looking for a tractor. Walk into a dealership and eventually find a salesman & start asking a few questions. In the middle of this another person comes in walks up to the sales man and butts in with his own questions. Salesman starts directing his replies and attention to the second guy.

I just walked out and then sent an email to the GM of the dealership explaining why I would not be spending $30K at his store.

Couple of weeks ago, I'm looking for a new truck. Walk into the store with full page ad in my pocket for promotional 4x4 for $27,999. Get directed to a salesman sitting in his cubicle. Tell him I'd like a brochure for their 4x4 trucks and also for their minivans. I get my brochures and tell him I'd like to see a $27,999 4x4. He tells me they look pretty much like all the rest and they don't have any either. He also tells me they are pretty plain and I probably wouldn't want one anyway. I ask about their special advertised minivan and get pretty much the same answer. Salesman stays in his office and my wife and I wander around the showroom looking at the $55K 4x4 and upscale van. Meanwhile no one bothers us.

We walked out and I sent an email to the GM explaining why I would not ever be purchasing any $30K - $55K trucks or vans at this store.

Walked into 3 or 4 tractor stores - got brochures and varying amounts of attention. Got "Quotes" written on the back of the brochure. One single number - no details.

Walked into 3 or 4 other tractor stores. Was acknowledged, treated courteously - taken seriously - provided detailed written computer generated quotes. Drove equipment around the yards. One place even took me out to see a SOB trade sitting beside what I was looking for and proceeded to actually show me the features he felt made his machine superior as compared to the same things on the SOB machine.