Do customers expect too much?
Agent001 submitted on 7/29/2004 Official Bell & Ross Timestamp: 11:14:21 AM
23 user comments | Views : 3,989 | Category: Industry News | Source: www.autospies.com
Without question, having the largest database of luxury car buyers in the world guarantees us A LOT of emails describing customer experiences and exposes bubbling trends, with the major manufacturers and dealers.
And let me say, a lot of times it ain't pretty!
In many situations it's not the customers fault and it's no wonder they get frustrated when the dealer or manufacturer doesn't do the right thing.
But lately, what we're hearing from A LOT of customers buying high-end cars seems like a case of setting an expectation that NO ONE could ever live up to.
A lot of times it just seems they’re looking for a ‘way out’ of their decision…
One customer emailed us that he heard a small vibration in his seat of a 7-series...and they EXPECTED BMW to give them a new car and were not open to the dealer even TRYING to fix it.
Another customer wrote us wanting Mercedes to buy back their car because the mileage was ONE mile per gallon less than the EPA sticker.
How about this one? One guy wrote us saying he didn’t realize a Porsche cost so much and that the dealer CREATED a financial problem for him which has caused him un-necessary stress!!!
We could go on but suffice to say we get hundreds of these messages a week asking us to help them get their car bought back.
Which leads us to our question of the week...In today's world, are customers EXPECTING way too much?
Or are customers right in these types of situations?
Here's you opportunity to share your story, feedback or opinion.
And we're hoping all you dealer salespeople who read our newsletter (A LOT), share some of the experiences they've had, regarding this subject.
Are the customers right or are they just a bunch of nit-picking crybabies?
I can't wait to read some of these!!!