I just purchased a used mini-van for my wife a couple of weekends ago. She needed an automatic due to medical issues and was in Seattle for the operation. I had a week before I needed to get the vehicle to her. The mini-van needed detailed, rear bumper repaired, leather and heated seats added, and floor mats. I paid what they asked and was pre-approved… pretty easy sale. While signing the papers I was asked to take the vehicle now and then bring back later. I resisted as this was inconvenient and unnecessary. I just wanted to pick it up when all the work was finished. Ultimately I was convinced to take it now.

As I was signing papers… I asked the manager who was going to be accountable in making sure that all the items that needed to be done would be scheduled as I would be leaving with the van in a week. Looking a little confused at the question he eventually assured me my salesman and/or he would do just that.

Monday, Tuesday, nothing scheduled. Wednesday I dropped by because the temporary tag had expired. I had never bought from a dealer where they didn’t provide the plates. I was told that I needed to go during business hours and do this myself somewhere else. Starting to get frustrated… I asked where we were on getting the add-ons scheduled which he replied he would try to get the mats and bumper fixed Friday.

Thursday, Friday no call until Friday evening late which I was busy and it went to voicemail. Saturday, half way to Seattle, I get a call from the salesman wanting to know when I could get in for the bumper and mats. Now I am not happy. I hang up with him and call the manager.

The manager asked how I was and I told him I was not happy. I explained that the license plate issue was the first problem as I had been driving around on expired tags. He immediately took offense and insinuated that I was calling him a liar as he was positive he explained that to me. I have now gone from not happy to mad. For the next 10 minutes he defended everything they hadn’t done. Furious now, I summarized it for him this way

“I am now taking a filthy mini-van to my ill wife with no mats, bumper not fixed, nothing done. I suppose you feel that is my fault?”

Settling down… He then wanted to know what he needed to do. In as calm a voice as I could muster I explained… “I made that very clear a week ago when you were tickled to take my money. It was inconvenient to take immediate delivery of the van, as you know, and I did it as a favor to you. It’s unfortunate you didn’t follow through. When my wife gets well I will give you a second chance to do the right thing.” I am pretty sure he thought I was looking for a “freebee”. I wasn’t. Hopefully they will come through. Time will tell.

What’s Your Follow through Policy?

This dealership didn’t take ownership of the “after” sale in any way. When confronted the manager was confrontational, arrogant, and rude when it would have been so easy to have been otherwise. I will never refer them to anyone I know. I would be afraid to.

What safeguards in your business have you put in place so that this scenario never happens? In my organization I have asked for the salesperson to be onsite when the installation occurs. I and/or the President make a personal visit or call to see how everything went. We have a customer care representative call periodically with surveys and such to make sure they continue to be happy customers.

Bottom line, reputation and referrals are the life blood of any business. Don’t sell and forget. Don’t love ‘em and leave ‘em.

Copyright © 2009 Chris Lott and Lottspace. All rights reserved.