Dealer For $32.00 my dealer lost a sale

[Turbys_1700]

If the washers were called for in the manual and the parts kit was missing them, then the Dealer should have supplied them, end of story. Its not like he was buying something used, it was brand new and everything is expected to be there.

My Dad worked for a local dealership 28 years as the main salesman...
They sold a lot of tractors and implements...
Set many records and won incentive trips to Vegas, Hawaii, and Mexico...
This was back in the 70's and 80's...
They did it with low overhead, service, and low price...
If a tractor was short some bolts or washers they would throw them in...
Always gave out hats and nice wall calendars...
They had it going on...
They always beat their competitor on price...always...and everyone knew that...
They had trained service techs...everyone knew that...
And they did what they said they would do...
He's retired now and the old dealership is still selling on low price...
A lot of the service guys are gone but the ones they have are pretty good...
They don't advertise...only by word of mouth...
Still sell more compacts than other larger dealers...
Low overhead and low price...
It always works...

 

[tydp]

I bought a new small trailer a few years ago ($575). It didn't have a plug installed to connect the lights to the truck (4 way flat plug). I asked for one and the owner of the business said it was $5.00. I replyed I had to go about 30 miles to get home, I would install it myself, and couldn't they just give me one. Owner says, "No, we have to charge $5.00 for them." I said that was hard to believe that he was unwilling to part with a cheap plug for someone who just purchased a new trailer (no, didn't haggle on price). Owner says we have to buy those. I say, "Give me back my $575. Thanks for your help."

Guess how many times I've been back to that dealer and guess how people I told about my treatment at said dealer!

 

[papafoxtrot]

Good dealers and bad dealers - that is the question.

First eliminated was any dealer failing to return repeated telephone calls (includes emails) or not being at his place of business when an appointment had been made. Notice I said repeated and appointment. Elimination of the aloof dealer!


I almost went Orange for the specific reason above. I was shocked at how many JD dealers in my area just could seem to care less about a ~$20K sale. Call them - they never called back. Email them and never hear a thing. I finally did find one that met my expectations and he got the sale.

 

[DonWorrell]

And at my dealership you would walk because we are not only looking out for numero uno but our many loyal customers who expect us to be here for the long term, to our employees who expect to be paid for their loyal and good service, to my wife and children etc. As a dealer if I let you cut a deal where I make no money then I have done a dis-service to not only the eight employees we have and their families then I have done a dis-service to all my other customers who rely on me to be there for them. So if you came in with that attitude then you would leave pretty unhappy. I know I would be far better off.

At our dealership you get free pick up and return on any warranty need. Very good mechanics, excellent service and a dealer who will be there for you years from now for support. We can't do this with customers who are unreasonable and would rather deal with people who understand that you can expect a fair deal, good service and longevity but for this we need to make some money. I am not here to give stuff away and I am not a charity organization. I am fair, offer good products and services and have mouths to feed.

A good deal only happens when the buyer and seller are happy. If one party is unhappy then the deal is no good and it should not happen.

Maka

Maka,

I agree with you you deserve to make a profit. But I also should look for the dealer who wants the smallest profit. If the manufactor is willing to give a dealer a dealership then I expect the dealer to know how to do business. As my Daddy always said, "If a ham cost 98 cents a pound in NYC it should cost nearly the same in Philly". If a dealer is willing to take less I am obliged to buy from them.

True service comes from the manufactor not the dealer. All real warranty work is paid for by the manufactor. I am not crazy I can't expect a deaer to pay for something the manufactor won't pay for. I was in the car business for years, my wife's family owned the world's largest car dealership. We loved warranty work. It kept our mechanics busy when service was slow.

The only draw back to buying the cheapest price is I might drive that person out of business and if I don't have another dealer close service becomes a problem. But I truly beleive I could work something out with the manufactor if this happened.

Now you must be buying from a reputable manufactor to make my way of doing business work.

Don

 

[Gatorboy]

Maybe next time I go to a restaurant I'll ask if they will throw in a bowl of New England Clam chowder for FREE if I buy the Filet Mignon. If they say no, I'm walking out!

 

[Tanberry]

Maybe next time I go to a restaurant I'll ask if they will throw in a bowl of New England Clam chowder for FREE if I buy the Filet Mignon. If they say no, I'm walking out!

They may not thow in a bowl of chowder but they would you give you a fork is it were missing and you ask for one.

 

[orgt]

Good dealers and bad dealers - that is the question.

I was shocked at how many JD dealers in my area just could seem to care less about a ~$20K sale. Call them - they never called back. Email them and never hear a thing. I finally did find one that met my expectations and he got the sale.

The closest and most convenient dealer for me is a John Deere dealership. Believe me when we moved here years ago the first thing on my mind was "I would LOVE to buy my stuff there and get service too" I mean they are so close! But it seems they specialize in adding insult (what you described, in other words they won't give you the time of day, and I've heard this from local farmers who walked in there with mucho cash right in their pocket, one ended up buying NH, the other one Kubota, but I believe the real damage was done in the MANY subsequent missed sales, farmers all know each other around here) to injury (JD makes fine machines but most models are considerably higher-priced than their competitors, all other things being equal or very comparable.)

This kind of behavior is highly unprofessional and IMHO, just mind-boggling. Also, the word really goes around and you start hearing silly jokes like JD = Just Dumb. It's really sad when ANY brand gets such bad rap because of some dealerships' amateurish behavior.

Personally I would be absolutely thrilled to have in my area some of the dealers who can be found on these forums (you know who they/you are LOL) you know... folks who actually noticed that this is the year 2006... folks who treat their customers like they actually exist and their hard-earned money actually matters.

 

[DavesTractor]

Good dealers and bad dealers - that is the question.

......Would I walk away from a deal over $32? Probably not - but, if I did, the problem was not the $32 - it was the attitude of the dealer.....

Nor would any reasonable dealer walk away for $32. There is more to this, or if not, the dealer was foolish.

It's a rare thing, but some customers are best left to torment other dealers. Figuring that out ahead of time is the hard part. It's a rare customer that can't be satisfied with excellent service, but there are a few out there. I'm certainly not saying that this is the case in this instance, so no offense meant to the original poster.

 

[DavesTractor]

"True service comes from the manufactor not the dealer. All real warranty work is paid for by the manufactor.

The only draw back to buying the cheapest price is I might drive that person out of business and if I don't have another dealer close service becomes a problem. "
Don

True service comes through a dealer. It's true that they seek reimbursement from the manufacturer, but it's the dealer that turns the wrenches, stocks parts, etc. Perhaps the car business is different, but warranty is a break even deal in most cases. We do not get to mark up parts and we must not charge over flat rate on labor. It is not a profit center, but if managed correctly it keeps customers happy and they return for more sales and service.

I used to think a little like you. Never quite so severe though. As I get a little older I see things differently. I want a very good deal on what I buy, but I also appreciate the local guy that supports 4H, Little League, donates a tractor for a charitable function, etc. That same guy will open up after hours if needed, will take care of a marginal warranty claim, will rob a part off a new tractor if he doesn't have one on the shelf, etc. That has some value.

As a business person it is up to me to make enough money to provide excellent service. Some people would trade excellent service for a super cheap upfront cost. That kind of customer is the same guy that buys out of state to illegally dodge sales and/or use tax. There will always be guys like this, and I guess they will buy elsewhere.

 

[rockyridgefarm]

Years ago warranty was a money maker for dealer. It aint so now. Actually it seems like business owners get squeezed from all sides. Taxes, insurance, charity, payroll, training, on and on.