Picture the scene: There I am, in a new car showroom, looking to spend a wad of cash on a new motor.

Because I have spoken to one of the sales personnel in that dealership before, I'm politely advised that it is they that I must speak to in order to cement a deal.

Now I did pop in on spec (i.e. I did not have an appointment). Fair enough the sales person was tied up but they did know I was waiting.

But there I stood, for half an hour, twiddling my thumbs, playing with cars I couldn't afford, drinking their coffee but did I get to see the sales person? Did I hell.

All this time there were other sales staff that were not busy with customers. Did they ask me if I was OK? Needed help? Did they hell!

At that point I left and came home. Their policy of only speaking to the same person, one used by most garages I have spoken too, lost them a sale that would have been worth about £30K.

Martin T-rex 700LE, 600NSP, 500GF, 450SEv2, 250SE, mSR, mCX, DX7, 2x, OBE, VD and Bar

Citizen Kane

I think maybe a letter telling them why your now an ex customer would be the way forward here give them a chance to redeem their selfs, might get a better deal ya never know mart.

www.rcha-uk.com

I get your point but if one of the other salesman ended up selling you a car im sure it would cause friction as its commission based.
I wish I had 30k to spend on a car, wasnt an audi was it?

You're quite right - may just do that.

I understand it's all about commission and stuff but hey, when there's other staff twiddling their thumbs, it does seem a bit silly to me.

Funny you should say that - it wasn't. (was a Merc).

But, during part of the time I was twiddling my thumbs, I did wander over to the next door Audi dealer. None of them floated my boat, with the possible exception of the R8.

Martin T-rex 700LE, 600NSP, 500GF, 450SEv2, 250SE, mSR, mCX, DX7, 2x, OBE, VD and Bar

Citizen Kane

Did the same thing at Nissan 7 years ago. Walked out, went to Toyota and wrote a cheque for 25K and had two more Toyotas since.

When I lived in Los Angeles I worked in sales (not cars and not even quite as competitive products) and if one of us had a customer come in and seemed ready to buy we would T/O it to another salesperson (basically short for 'turn over' the sale so the deal could be completed and we had standing agreements to help each other out and still keep comissions when it's a matter of the customer being pre sold).

If the deal ended up being a lot of work for the other salesperson then we'd split the comission.

The bottom line is you NEVER let a customer come back in without trying to close a deal, never ever in a million years.

And in LA the car biz is feircely competitive. The manager or another salesperson would most definitely sell you a car. You would never go into the shop and walk out empty handed if they were worth their salt.

So to my ears, and especially in an economic 'downturn', that just sounds completely insane.

My father had a similar experience with a Merc dealership and it too cost them the business (quite possibly the company account as well). He was looking to order a CLK convertible at the time for his company car, he stood in the dealership waiting for a sales chap (anyone would have done) and was essentially ignored for about half an hour. He spoke to the receptionist to pass a message onto the manager stating what he was here to purchase, how long he had been ignored and that he was taking his business to the next towns dealership as they would probably welcome the sale.

Needless to say that the other dealership were superb and that was where his car was ordered from.

Perhaps its a Merc thing... I have not had dealings with them (not rich enough!) but the BMW repair/spray shop that I use for any paintwork I have done are superb, cant do enough for you (Guildford) even though my cars are Subaru.

Martin
About 6 years ago we wanted a new car (well nearly new) and went to the local showroom, we spent about 20mins in the shop looking at the brochures and during the whole time not one person came over and spoke to us. I got bored walked out and we bought a car the next day from a garage we passed on the way home.

This year now wanting to change the car we looked at some but my wife really wanted the A class, so again we went to the showroom, we were ignored for about 15 minutes and started to walk back to the car when a young woman came out to see if we were OK. We bought a car as they had what we wanted, but I have to say that in this day and age I was surprised how badly the company was at customer relations.

hope you get sorted mate

Some years ago, two brothers - customers of mine - wanted two new cars.

Now, they owned a timber business, making windows, stairs etc, and went into the local BMW dealer in their work clothes - ignored. Audi dealer - ignored, Merc dealer - ignored..............


Rover dealer - What sort of car are you thinking of? Can I show you...?

= deal done on the spot.!

2 x Rover Sterlings with all the kit - £64,000

And.........they paid Cash, wads, real money, dosh.in £20 notes. I would love to have been that SALESMAN and counted that out

Never assume when in sales.
David

so you got 30k laying around............you know you love me mart...........lol