Dealers the nice touches...

TTDegs · 4th March 2008, 00:53

Prompted by a number of threads:

Sooo many dealers seem to miss out on this most basic of nice touches - I'm stunned!

How much effort does it take as a salesman to jot down if the person who places the order is male and wearing a wedding ring, or female?
quick check - yep - tick box marked "order flowers for delivery date"
or
quick check - bloke, no ring - tick box marked "big Honda Golf umbrella".

blimey, they could really push the boat out, and actually check for other things too!
bloke - wears cufflinks - tick in the 'H logo cufflink'
bloke - jeans and jumper - tick the Honda lightweight jacket
bloke - works pass card round neck on an Audi neck strap - tick Honda neck strap and pen

it's all basic stuff, surely!?

Yes, it will eat into short term profits - but if it means that you increase the chances of return visits (for services, or gawd forbid, another car sale!), then it must make sense?
And by NOT doing it, it must be increasing the chances of driving the customer into someone else's open arms.

PS - anyone got any sales jobs going?

I_Believe · 4th March 2008, 02:20

Hmm i think the dealer i went to got confused then

My Description

BLOKE - ENGAGEMENT RING - 19 (not a golfer) and still got given big golf umberella

FWH · 4th March 2008, 07:16

I find it hard enough to find dealers that

a) want to talk to me
b) I can put up listening to

HappyMan · 4th March 2008, 07:46

I whole heartedly I agree with you TT. Even though I bought my car here in Poland and customer service isn't as advanced as in the UK ( or so I thought), my dealer did try. The owner of the dealership speaks english very well and he knew when I was coming in to collect my car as my wife couldn't be with me and he made sure that he would be there. Checked everything with me and the sales manager to make sure everything was ok.

I then had to go back for the oil change at 3000km and the owner again made sure he was there when I arrived so that everything would go smoothly. He even sat and talked to me - ok he may have been practising his English but he still made an effort. The Service manager could speak a little english and was around too!

Personally I think they made a real effort and thus made a real impression on me. Ok it wasn't exactly freebies or flowers ( we mentioned it but I think they thought we were mad - it will change ) but they made an effort to keep me happy and I was impressed!

TTDegs · 4th March 2008, 09:17

Nice one HappyMan

at the end of the day, as you say, it doesn't have to be something tangible even - just that feeling that you are special to them, and they do appreciate the custom

I_Believe - perhaps try not wearing the pink jumper, 3/4 length trousers and flat cap next time?

(apols to all golfers out there

)

PS to all dealers out there - commision cheques payable to 'Civinfo' please

Unknownsoldier · 4th March 2008, 09:19

Never got sod-all, I feel left out now

Tom

TTDegs · 4th March 2008, 09:38

Me neither Tom - but then as a company car, delivered from a dlr 200miles away on a low loader, who probably got somewhat kicked on the price, I guess it would have been asking a bit much. I was pretty unlikely to be using them for a service!

Although, I actually ended up making a cup of tea (with biscuits!) for the 70yr old gent (and his wife) who were driving the low loader - so I think I ended up with a negative balance on the deal somehow

HappyMan · 4th March 2008, 09:55

Quote:

Originally Posted by TTDegs

Although, I actually ended up making a cup of tea (with biscuits!) for the 70yr old gent (and his wife) who were driving the low loader - so I think I ended up with a negative balance on the deal somehow

That made me smile

.

TTDegs · 4th March 2008, 10:13

I'm just a big softy at heart

Kremmen · 4th March 2008, 10:40

The sales experience was quite good and I got the flowers to boot. I had to explain that they came with the car as she gets suspicious when flowers or choccies appear.

Phoning the same dealer for the service was quite the opposite (as posted elsewhere) as they appear not to be keeping up to date with Honda service bulletins (i-shift software upgrade) = the service is happening elsewhere.

A good sturdy umbrella and a Honda work pass neck strap would have been more welcome.

dylang652 · 4th March 2008, 10:45

Hell's Teeth - It wouldn't even have to eat into profit, just a small deduction from the Salesman's commission (I know I'd sacrifice that if I thought the customer would come back and ask for me next time!)

lippy · 4th March 2008, 13:51

I got flowers and the car wasn't 'new' - well ex demo that was 2 1/2 months old. Was quite surprised!

Have been back for service and new petrol cap and new wipers and have had good service everytime.

brooksm · 4th March 2008, 13:58

Nothing for this one. But for one car we brough, the wife being v cheeky said we wanted two Honda mugs that they had in the refreshment area. The salesman was so desparate to get us out of the showroom before we thought of anything else (mats, flaps etc), he agreed....

symia32 · 4th March 2008, 14:10

I didn't get anything, apart from a really nice car at a really good price and top dollar for my old car. I don't think I have ever got anything of any dealer, VW, Audi, Renault, BL. Perhaps there is nothing left to give!

Unknownsoldier · 4th March 2008, 14:25

I got a 75 quid BMW F1 Jacket for free with my last car, and an umbrella for the one before that (they were both 2nd hand too.....), but this one nothing, nada, zilch. I'm one sad bunny

Tom

smurf79 · 4th March 2008, 14:39

My dealers not bad, salesman still knows my first name and recognises us when i go in. Just recently had its first service and the service guy said " oh by the way there's a recall for the o/s door latch, we'll be doing that while your cars in as well". Did that and the service in under 2 hours. Very impressed with them

TTDegs · 6th March 2008, 01:05

any salespeople out there either taking notes, or shaking their heads at my stupidy?

Kremmen · 6th March 2008, 08:01

If anyone wants to swap their umbrella for the flowers I got last March ?

NH Dan · 6th March 2008, 12:59

Quote:

Originally Posted by TTDegs

any salespeople out there either taking notes, or shaking their heads at my stupidy?

.......tumbleweed..........

The Phantom · 6th March 2008, 13:26

lol

Dealers giving stuff away? For free? Are you mad?

Never had anything other than the obligatory Mats, Flaps and Reg transfer from a Dealer. Even then he wasn't happy to do so for the sale.

And we've bought at least 7 Honda's off this dealer in the past. Not 1 freebie.

4th March 2008, 00:53	#1 (permalink)
TTDegs Super Moderator Civinfo master Join Date: 4th August 2006 Location: Cardiff Posts: 5,634 Thanks: 0 Thanked 1 Time in 1 Post iTrader: (0)	the nice touches... Prompted by a number of threads: Sooo many dealers seem to miss out on this most basic of nice touches - I'm stunned! How much effort does it take as a salesman to jot down if the person who places the order is male and wearing a wedding ring, or female? quick check - yep - tick box marked "order flowers for delivery date" or quick check - bloke, no ring - tick box marked "big Honda Golf umbrella". blimey, they could really push the boat out, and actually check for other things too! bloke - wears cufflinks - tick in the 'H logo cufflink' bloke - jeans and jumper - tick the Honda lightweight jacket bloke - works pass card round neck on an Audi neck strap - tick Honda neck strap and pen it's all basic stuff, surely!? Yes, it will eat into short term profits - but if it means that you increase the chances of return visits (for services, or gawd forbid, another car sale!), then it must make sense? And by NOT doing it, it must be increasing the chances of driving the customer into someone else's open arms. PS - anyone got any sales jobs going?

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This thread is about: the nice touches..., it's in Buying, Dealers and Servicing at the Honda Civic forum Civinfo; Prompted by a number of threads: Sooo many dealers seem to miss out on this most basic of nice touches - I'm stunned! How much ...

4th March 2008, 02:20	#2 (permalink)
I_Believe Supporter Locking Wheelnut Join Date: 12th February 2008 Location: Edinburgh Posts: 106 Thanks: 0 Thanked 1 Time in 1 Post iTrader: (0)	Hmm i think the dealer i went to got confused then My Description BLOKE - ENGAGEMENT RING - 19 (not a golfer) and still got given big golf umberella

4th March 2008, 07:16	#3 (permalink)
FWH Super Moderator Civinfo master Join Date: 3rd June 2007 Location: Sweden Posts: 6,462 Thanks: 20 Thanked 84 Times in 77 Posts iTrader: (0)	I find it hard enough to find dealers that a) want to talk to me b) I can put up listening to

4th March 2008, 07:46	#4 (permalink)
HappyMan Super Moderator Civinfo guru Join Date: 16th August 2007 Location: Poland Posts: 3,594 Thanks: 30 Thanked 91 Times in 85 Posts iTrader: (0)	I whole heartedly I agree with you TT. Even though I bought my car here in Poland and customer service isn't as advanced as in the UK ( or so I thought), my dealer did try. The owner of the dealership speaks english very well and he knew when I was coming in to collect my car as my wife couldn't be with me and he made sure that he would be there. Checked everything with me and the sales manager to make sure everything was ok. I then had to go back for the oil change at 3000km and the owner again made sure he was there when I arrived so that everything would go smoothly. He even sat and talked to me - ok he may have been practising his English but he still made an effort. The Service manager could speak a little english and was around too! Personally I think they made a real effort and thus made a real impression on me. Ok it wasn't exactly freebies or flowers ( we mentioned it but I think they thought we were mad - it will change ) but they made an effort to keep me happy and I was impressed!

4th March 2008, 09:17	#5 (permalink)
TTDegs Super Moderator Civinfo master Join Date: 4th August 2006 Location: Cardiff Posts: 5,634 Thanks: 0 Thanked 1 Time in 1 Post iTrader: (0)	Nice one HappyMan at the end of the day, as you say, it doesn't have to be something tangible even - just that feeling that you are special to them, and they do appreciate the custom I_Believe - perhaps try not wearing the pink jumper, 3/4 length trousers and flat cap next time? (apols to all golfers out there ) PS to all dealers out there - commision cheques payable to 'Civinfo' please

4th March 2008, 09:19	#6 (permalink)
Unknownsoldier Esox Lucius Rules!!!!!!!! Civinfo guru Join Date: 22nd September 2007 Location: Kent, UK Posts: 2,816 Thanks: 81 Thanked 32 Times in 30 Posts iTrader: (0)	Never got sod-all, I feel left out now Tom

4th March 2008, 09:38	#7 (permalink)
TTDegs Super Moderator Civinfo master Join Date: 4th August 2006 Location: Cardiff Posts: 5,634 Thanks: 0 Thanked 1 Time in 1 Post iTrader: (0)	Me neither Tom - but then as a company car, delivered from a dlr 200miles away on a low loader, who probably got somewhat kicked on the price, I guess it would have been asking a bit much. I was pretty unlikely to be using them for a service! Although, I actually ended up making a cup of tea (with biscuits!) for the 70yr old gent (and his wife) who were driving the low loader - so I think I ended up with a negative balance on the deal somehow

4th March 2008, 10:13	#9 (permalink)
TTDegs Super Moderator Civinfo master Join Date: 4th August 2006 Location: Cardiff Posts: 5,634 Thanks: 0 Thanked 1 Time in 1 Post iTrader: (0)	I'm just a big softy at heart

4th March 2008, 10:40	#10 (permalink)
Kremmen Krem de la Krem Civinfo guru Join Date: 7th January 2007 Location: West London Posts: 3,096 Thanks: 20 Thanked 25 Times in 24 Posts iTrader: (0)	The sales experience was quite good and I got the flowers to boot. I had to explain that they came with the car as she gets suspicious when flowers or choccies appear. Phoning the same dealer for the service was quite the opposite (as posted elsewhere) as they appear not to be keeping up to date with Honda service bulletins (i-shift software upgrade) = the service is happening elsewhere. A good sturdy umbrella and a Honda work pass neck strap would have been more welcome.

4th March 2008, 10:45	#11 (permalink)
dylang652 Supporter Triangular Exhaust Join Date: 6th September 2007 Location: Northampton Posts: 210 Thanks: 3 Thanked 0 Times in 0 Posts iTrader: (0)	Hell's Teeth - It wouldn't even have to eat into profit, just a small deduction from the Salesman's commission (I know I'd sacrifice that if I thought the customer would come back and ask for me next time!)

4th March 2008, 13:51	#12 (permalink)
lippy Bournemouth Belle Magic Rear Seat Join Date: 10th January 2007 Location: Bournemouth Posts: 506 Thanks: 3 Thanked 10 Times in 10 Posts iTrader: (0)	I got flowers and the car wasn't 'new' - well ex demo that was 2 1/2 months old. Was quite surprised! Have been back for service and new petrol cap and new wipers and have had good service everytime.

4th March 2008, 13:58	#13 (permalink)
brooksm Supporter Valve Cap Join Date: 14th February 2008 Location: Warwick Posts: 37 Thanks: 0 Thanked 0 Times in 0 Posts iTrader: (0)	Nothing for this one. But for one car we brough, the wife being v cheeky said we wanted two Honda mugs that they had in the refreshment area. The salesman was so desparate to get us out of the showroom before we thought of anything else (mats, flaps etc), he agreed....

4th March 2008, 14:10	#14 (permalink)
symia32 Valve Cap Join Date: 8th February 2008 Location: Droitwich Posts: 37 Thanks: 0 Thanked 0 Times in 0 Posts iTrader: (0)	I didn't get anything, apart from a really nice car at a really good price and top dollar for my old car. I don't think I have ever got anything of any dealer, VW, Audi, Renault, BL. Perhaps there is nothing left to give!

4th March 2008, 14:25	#15 (permalink)
Unknownsoldier Esox Lucius Rules!!!!!!!! Civinfo guru Join Date: 22nd September 2007 Location: Kent, UK Posts: 2,816 Thanks: 81 Thanked 32 Times in 30 Posts iTrader: (0)	I got a 75 quid BMW F1 Jacket for free with my last car, and an umbrella for the one before that (they were both 2nd hand too.....), but this one nothing, nada, zilch. I'm one sad bunny Tom

4th March 2008, 14:39	#16 (permalink)
smurf79 Cymru Am Byth Magic Rear Seat Join Date: 10th August 2007 Location: Bolton, England Posts: 575 Thanks: 17 Thanked 18 Times in 15 Posts iTrader: (1)	My dealers not bad, salesman still knows my first name and recognises us when i go in. Just recently had its first service and the service guy said " oh by the way there's a recall for the o/s door latch, we'll be doing that while your cars in as well". Did that and the service in under 2 hours. Very impressed with them

6th March 2008, 01:05	#17 (permalink)
TTDegs Super Moderator Civinfo master Join Date: 4th August 2006 Location: Cardiff Posts: 5,634 Thanks: 0 Thanked 1 Time in 1 Post iTrader: (0)	any salespeople out there either taking notes, or shaking their heads at my stupidy?

6th March 2008, 08:01	#18 (permalink)
Kremmen Krem de la Krem Civinfo guru Join Date: 7th January 2007 Location: West London Posts: 3,096 Thanks: 20 Thanked 25 Times in 24 Posts iTrader: (0)	If anyone wants to swap their umbrella for the flowers I got last March ?

6th March 2008, 13:26	#20 (permalink)
The Phantom Supporter Triangular Exhaust Join Date: 18th March 2007 Location: Scotland Posts: 245 Thanks: 0 Thanked 0 Times in 0 Posts iTrader: (0)	lol Dealers giving stuff away? For free? Are you mad? Never had anything other than the obligatory Mats, Flaps and Reg transfer from a Dealer. Even then he wasn't happy to do so for the sale. And we've bought at least 7 Honda's off this dealer in the past. Not 1 freebie.