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+--- Thread: Dealer customer service musings (/showthread.php?tid=2373)
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Dealer customer service musings - Frulk_imp - 06-17-2016
So...dropped the CB off today at 9 AM to have the rear tire changed with the Michelin Pilot Road 3 that Revzilla got to my house in a SMOKING 30hours after I pushed buy on their web site. As usual the two young gals a year or two out of high school were behind the counter. The gal that was helping me was the newer and lesser trained/experienced of the two and was struggling to find the CB model year in the computer (you could see the parked bike through the floor to ceiling glass windows just 20 feet away). When the other gal finished her texting she casually came over and said "no, it's not that old, look under...". In my approx. 10 minute interaction with her she never once said sir. All discussion was very directive. I left with the assurance the bike would be ready before COB. When I arrived at 4:15PM I once again had the great fortune to have this sterling pillar of customer service interact with me. Here's how it went verbatim...
Her: Can I help you?
Me: Yes, I'm here to pick up my bike
Her: ..last name?
Me: I had to spell it
Her: It's done, I'll have to get somebody to bring it out. What's the color?
Me: Red tank with chrome fenders
Her: Red?
The other gal: It's the one you thought was older then what it was. I'll get it.
Her: It's $98, cash or card?
As all this was going down the service manager came into the reception area and was talking with a mechanic. He knows me as I've come in several times for oil/tires/1st service/aftermarket bags and tank bags/jackets and so forth. Never said a work to me or even nodded in my direction.
The gal rang up the bill and as she was handing me the paperwork it kind of fell out of her hand as she was bringing it forward and it looked almost as if she was throwing it although she didn't mean to. At that point I left the paper on the counter and froze my stare directly on her and as she looked up she knew I'd had enough. she was caught off guard and apologized and handed me the paper and my key. I walked out just as the other gal pulled up and said "here you go...all done...thanks". She jumped off the bike and walked inside and I put on my helmet and rode off thinking how nice it would be if my dealer's name was Revzilla Honda of Ogden.
RE: Dealer customer service musings - LongRanger_imp - 06-17-2016
Yikes. At least the bike was ready when promised and you didn't get ripped off. I agree, a "Revzilla Honda of [name your city]" would be nice. So would a "Revzilla Moto Guzzi of [name your state or time zone]."
RE: Dealer customer service musings - 4 Paws_imp - 06-17-2016
My local BMW dealership greets me by name upon entry, offers me lunch on weekends, and charges me accordingly. Bought three bikes from them and have no complaints. Local Triumph/Ducati/Royal Enfield treats customers like welcome guests. Spend money there on accessories and service.
My Honda dealer, an hour away, is a full service dealer that is an actual motorcycle shop with real mechanics and salespeople who ride bikes. Local dealer apparently doesn't want my money since his folks don't even look my way when I used to walk in.
Been shopping for another bike recently and am amazed at the difference in dealerships. Some places think they are doing you a favor by taking your money.
RE: Dealer customer service musings - Motogeezer1949_imp - 06-17-2016
Any bike nights in your area?
Usually word of mouth has a number of local retired mechanics that have home shops in their garage or back yard and still exercise their passion.
Their rates are usually dirt cheap since they were weaned on not being paid any real money anyway.
My buddy Lee is one of them here locally. Works on anything and everything from vintage stuff, my CBDLX, and others Aprilia twins and V4's, Moto Guzzi's, Ducati's, cruisers, Notons, Triumphs, even the occasional HD (egad!). He's worked on my RD's, RZ350LC, XS750 triple, multiple FZ-1's on and on.
Perhaps you might be able to find someone like that within reasonable distance. Usually these guys are very well trained, and personable.
RE: Dealer customer service musings - Ulvetanna_imp - 06-19-2016
People get busy at times and don't want to get distracted. Of course, courtesy and good customer service is nice but not always a reality.
I guess I figured out I don't go to my dealer, or my dentist, for therapy, just for service.
RE: Dealer customer service musings - rboe - 06-19-2016
I was in Apache Honda on Camelback here in Phoenix and the kid there recognized me from the other Honda shop that he and his Dad worked at. Both are at Apache now. I was amazed! Ended up talking to the dad for a spell. They have been in the business for years and in customer service types jobs all their lives, I think it comes to them naturally.
Sounds like the young gal does not come to customer service naturally and does not have a gift for learning.
RE: Dealer customer service musings - Roper_imp - 06-19-2016
I'm inclined to cut minimum-wage workers some slack. Yes, there's been a definite decline in customer service over the past five years. There's also been record corporate profits along with very vocal opposition to raising wages. When you're getting the same crappy pay whether or not the customer is happy, and the company is making bank, then there's not a lot of incentive to be an exemplary employee. That's why if I want a cheap burger, I go to In-N-Out instead of McDoodoo's. BTW, if you go to In-N-Out, order your burger "Animal style." It's not on the main menu, but you get pickles, extra sauce, and grilled onions. And the place will be busy no matter what time you go. And you'll get your food in five minutes at the most, no matter how busy it is. And every service person will give you excellent service. Because they're all making more than minimum wage, get dental, vision, health, and life insurance, and retirement. Even if they're only part time.
RE: Dealer customer service musings - LongRanger_imp - 06-19-2016
I love In-N-Out. Not having them in Colorado is one of the biggest drawbacks of living here (that, and crummy weather seven months of the year). At least we have a few Rubio's.
RE: Dealer customer service musings - metallyguitarded_imp - 06-20-2016
I very recently listened to an interesting podcast episode of Invisibilia in which they discussed how American service culture was imported into Russia through the opening of McDonald's restaurants in the early 90s. Prior to the teachings of Hamburger University, the service industry in Russia was devoid of courtesy, smiles, or a "customer is always right" attitude. Smiling at strangers was considered odd and not to be trusted. The Russians were in fact taught that Americans smile at everything and everyone but that the smiles were not to be trusted; that they concealed more nefarious intents. Smiles were reserved for family and friends. And, in an economy of great scarcity and fixed wages, servers looked upon patrons more as an inconvenience than as a source of profit. Slowly but certainly, McDonald's changed that viewpoint and Russian citizens began to accept and then embrace the pleasant feelings that accompanied the warm greetings and good service. A cultural sea change occurred across the entire service industry with a far greater impact than anyone could have imagined. Fascinating episode.
All that makes me wonder ... is the service manager of the shop a pre-1990 Russian immigrant? If so, it's a cultural thing. If not, what a jerk.
RE: Dealer customer service musings - the Ferret - 06-20-2016
That was a great read MG, never thought about stuff like that
and the laughy emoto-thingy is for the last sentence