Home > Dealership & Sponsor Feedback > What makes good or bad then? |
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JASPERTHEHORSE Member Since: 29 Apr 2011 Location: Durham Posts: 49 |
Ive got a little thread going on in the stratstone section but Im really curious about this. Just what exactly makes a dealership bad or indeed good? In essence if youve had a bad experience what was it? why was it bad, what would you have done to have made the experience better if it was your own dealership. Likewise If youve had a great experience what was it and what made it great? I guess this is open to both sales and service sides. |
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9th Jun 2011 5:55pm |
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BigMike Member Since: 13 Jul 2010 Location: Lancashire Posts: 2253 |
Is question this for personal interest or do you have some kind of agenda?
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9th Jun 2011 6:37pm |
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JASPERTHEHORSE Member Since: 29 Apr 2011 Location: Durham Posts: 49 |
Both.....
Personal and professional interest in this subject. Personally Im a land rover fanatic Professionally, Im the general sales manager for newcastle land rover, Stratstone. Hows that for an honest reply? |
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11th Jun 2011 6:54pm |
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22900013A Member Since: 23 Dec 2010 Location: Oxfordshire Posts: 3149 |
A good experience with any sale (from baked beans to landrovers) would be one where the customer gets value for money, gets honest, sincere and knowledgeable advice, is treated with respect and dignity, is listened to in the event of a problem, and that problem is rectified promptly and correctly.
A bad experience would be the opposite of this. 2011 110 USW 1973 Series III 1-Ton 1972 Series III 1-Ton Cherrypicker 1969 IIA 1-Ton 1966 IIA 88" |
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11th Jun 2011 7:04pm |
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kingofthesparks Member Since: 06 Jan 2011 Location: Very close to Watford gap services , northants Posts: 987 |
Could not have put it better sir , sorry mike
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11th Jun 2011 7:18pm |
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BigMike Member Since: 13 Jul 2010 Location: Lancashire Posts: 2253 |
Agreed. Though I don't want to have my arse kissed, just be treated like a normal human being. On the day I picked up my latest 90 from the dealer (guy salmon in stockport), the guy was nowhere to be seen at the appointed time. I waited 20 minutes and saw my arse. Asked reception what was going on, she called him and he was on a test drive. fine I said, I ll see someone else. Ended up dealing with the sales manager (nice bloke) only for the original sales guy to come over an hour late and say he would now take over. No sorry, no nothing. I said I dont think so old son, you're an hour late and that's taking the . evidently you've made the sale and move on the to the next one. He wandered off. I wouldn't buy a mars bar from them after that. |
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11th Jun 2011 7:22pm |
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willy eckerslike Member Since: 15 Jun 2009 Location: North yorks Posts: 1789 |
Good Topic, dealers should ask more often for feedback if they truly want to improve their service quality. Unfortunately the Defender is just a thorn in the side of a lot of dealers. As we discussed Mike, if a dealer took some time to check for and fix leaks, panel fit, door seals, loose bolts, and maybe some waxoyl type treatment , before waving it of with it's new owner they would certainly save themselves and the customer some time and heartache. 8 hrs in the workshop prior to handover and I reckon alot of problems could be sorted before they develop. Of course this shoudn't be necessary but unfortunately it is. Original Member Pie n Pea Club.
110 HCPU Tipper |
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11th Jun 2011 7:47pm |
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BigMike Member Since: 13 Jul 2010 Location: Lancashire Posts: 2253 |
New defenders in XS spec are over 30 grand. It's way past time that they actually did a proper PDI.
Imaigne if a dealer put out a press release that they would do a "double" (ie fully comprehensive) PDI and waxoyl as standard. The net cost to them would be minimal, yet the kudos and PR they'd get would work wonders for them, sales wise (assuming of course prices were competitive). Team that with a personal service and "come into the workshop and talk to the mechanic" and it'd be fabulous. |
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11th Jun 2011 7:53pm |
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willy eckerslike Member Since: 15 Jun 2009 Location: North yorks Posts: 1789 |
It should be compulsory for all Dealership Principals to drive a Defender for a year. Sorted Original Member Pie n Pea Club.
110 HCPU Tipper |
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11th Jun 2011 8:03pm |
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pom Member Since: 01 Jun 2010 Location: Worcester Posts: 1343 |
Fair play for throwing yourselves to the wolves!
It's not just this site that thinks your service department in poo, check out a couple of pages of other enthusiast sites saying the same. Maybe put the Service Manager on gardening leave or send him/her to Mcdonalds to learn customer service ? I would find it hard to believe the whole service department is bad ? cheers Pom |
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11th Jun 2011 9:01pm |
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Glynparry25 Member Since: 16 Feb 2009 Location: Miserable Midlands Posts: 3015 |
I have now been involved with about 5-6 different LR dealers (UK and Germany). There are simple areas to look at, and most have already been covered above.
Personalised service- Calling people 'Sir'.... If they drive a Range Rover, yes, but most Defender driver are the workers out there, and we aren't 'Sirs' (Well, maybe a few are). It is a crazy feeling if you walk into a place and the sales/ service rep knows who you are, and calls you by your name. BIG ONE: If you say you are going to call in an hour- do it. Even if it is bad news. There is nothing worse than not knowing. Work quality- I work on vehicles every day and there is nothing worse than someone getting their car back and the work is untidy. How hard is it to wipe down the dashboard, hoover the carpets or give it a quick wash before giving it back- When I did my mechanics course we spent the first 3 months learning to valet a car properly. Service desk- Run a course so they know what they are talking about- yes they are there to just book your car in with a mechanic, but it is better when you are explaining the problem when they actually know what you are talking about- also means you don't pick the car up later and there is 'no fault found' because they described it to the mechanic wrong. If you need to see how it is done, send the service staff down to Ripon Land Rover- they have provided me with the best service wherever I have been.... Second place goes to Paderborn Land Rover (Germany) as their service is awesome but prices are too steep. Glyn |
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12th Jun 2011 7:35am |
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22900013A Member Since: 23 Dec 2010 Location: Oxfordshire Posts: 3149 |
Interesting that, some years ago I applied for a job at Landrover in Derby, and in the interview the guy was telling me all about this - how to spot who should be called what, and how important it was to get it right. Sadly the vacancy got pulled before I could be offered the job. 2011 110 USW 1973 Series III 1-Ton 1972 Series III 1-Ton Cherrypicker 1969 IIA 1-Ton 1966 IIA 88" |
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12th Jun 2011 8:22am |
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Zagato Site Supporter Member Since: 08 Jan 2011 Location: Billingshurst West Sussex Posts: 5012 |
In complete contrast to Guy Salmon in Crawley who were just not interested in selling anything I've been very pleased with Harwoods at Edenbridge, they called me a week after I bought the 110 to see if I was happy with the vehicle and their staff service. After the recall work they called me a week later to check everything was OK and I was happy with the service I received. I've had 3 calls so far to check all is OK.
I've also had a call from central LR to check all is well and when would I buy another and had another call trying to sell me Autoglym lifeshine - yeah I'll jump at that £399 for a valet and polish He said "by applying this polish to the window you will have a deeper clarity and see better through it" Best joke I'd heard all week |
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12th Jun 2011 8:26am |
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22900013A Member Since: 23 Dec 2010 Location: Oxfordshire Posts: 3149 |
I didn't wait for Lookers to call me, I have been in regular touch with them since I bought it!
Funnily enough Hartwell at Oxford didn't seem particularly interested in selling me a 110, and they told me it was not possible to spec a base vehicle with aircon etc, and that I would have to buy an XS. Doesn't bode well to try and lock horns with a Landrover nut under those circumstances, like Scotty in star trek I read the manuals...have to give em credit they were polite enough but it came over they just weren't interested. Lookers London were a lot better but they knew who I was and knew I was visiting... 2011 110 USW 1973 Series III 1-Ton 1972 Series III 1-Ton Cherrypicker 1969 IIA 1-Ton 1966 IIA 88" Last edited by 22900013A on 12th Jun 2011 2:27pm. Edited 1 time in total |
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12th Jun 2011 8:37am |
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