POLL-Defining great customer service, 3 things

[Theowegian]

Just wondered how everyone defines excellent customer service...
Here's how I might like to be treated and whats important to me as I shop for a tractor...
1-try and remember what the heck my name is when I walk in more than twice (friendliness),
2-listen to me and listen to what I think I want (politeness/courtesy)
3-If I want to ask questions about money and financing, then lets talk, but if I dont ask, I dont want to talk about the money issue.

How about you all, what are the top three things most important to you from a dealer as you shop? Is it different after you have purchased the tractor? Im assuming that candor and honesty are a prerequisite already....

 

[JDgreen227]

Product knowledge, courtesy, dependability are what I feel are most important. Perhaps you also inquire what 3 things indicate poor customer service. For me, it's rude and pushy salespeople too indifferent to know about the products they sell, a poor parts and service operation, and unreliability.

 

[Soundguy]

Ditto... I like a salesman who has product knowledge. Also.. While I want someone there to ask questions when i need to.. On my initial visit.. I would like to walk around and smell all the tractors first.

I hate it when I'm looking around and a salesman buts in.. "you won't like that one... the thing-a-ma-bob is to fast, and is ..etc.. " perhaps I like fast thing-a-ma-bob's ?

If I had to rate 3 things I like.. :
knowledge of product,
courtesy ( not being pushy )
let me choose my tractor ( though you may aoofer suggestions as to what it will or will not do based on my needs )

Soundguy

 

[Dave___in___CT]

HI...


#1 Honesty & integrity...

#2 Product knowledge... theirs & competitors...

#3 Follow thru...


Dave...

 

[RobS]

For me it's only one thing... Take a moment to get to know me and my needs. I tend to be a very educated consumer (learning from places like TBN). Most times I know more about what I'm buying than the salesperson. No biggie if he/she catches on to that and works with me to answer my questions but the typical salesperson jumps right into the usual pitch totally oblivious to my perspective /forums/images/graemlins/smile.gif

 

[rockyridgefarm]

Ditto on what has been said.

Number ONE Turnoff:
Are you already dealing with someone? (In Other Words: Can I make a commission off you?)

My Dealership greets me by name, when I call over the phone. And trust me, they don't have caller ID.

 

[rdam]

Product knowledge is probably the most important. A salesman who has taken the time to become intimate with the product has alresdy demonstrated that he is customer service oriented.

No-pressure sales atmoshere.

No quoting me MSRP when asked for a sales price. MSRP is NOT a sales price. I have walked out of at least 3 dealerships where the sales rep had no product knowledge...but did know how to look up MSRP (2 JD and 1 Kubota. The local NH dealer is knowlegeable and priced right).

Plug for Alachua Tractor (New Holland/Mahindra).....And I own Orange

 

[spencer200]

We clearly state the list price of the tractor along with our dealerships selling price on every tractor printed out and given to each customer that inquires about price. I have found that our customers like this approach, or am I reading them wrong. This way all customers get the same pricing from us. So when Joe Smith talks to Joe Black he does not find out he got his tractor for 200.00 less. Everyone here gets the same deal and same service. We decided long ago this was the best approach for us as a dealership with several different guys pricing tractors all the time.

 

[rockyridgefarm]

Great answer Spencer, that's how we work at the car dealership I'm at.

Spencer, I would like to hear your take on two differant opinions being stated. On one hand, cowboydoc says he knows more than the salesman, and that's OK. Others keep saying, If the salesman doesn't know the product, that ain't customer service. Can a salesman KNOW these products? Now a brand that has a short list of offerings, I can see. But a dealer like yours, or a Deere dealer, how could ANYONE seriously hope to cover that breadth? When I walk in, I can spout every spec of the model I am leaning towards. I personally am not flustered that the salesman misses some of the finer points, I am looking at one 32 hp rig, he just got done dealing on a combine, a 100hp, a baler and a lawnmower.

 

[Wannafish]

That's nice Spencer, and as a new customer I would like that.
However - after I have purchased $50,000 (or $150,000) of equipment from you I would expect SOME type of break for being a repeat customer. My money is as important to me as it is to you; the more I keep, the more likely I am to come back to you, which means more money in your pocket and less for your competition.
I don't care if Joe Blow doesn't like it that I paid $200.00 less for the same FEL that he bought. When he spends as much as I have at your establishment, he can expect the same discounts.