Friday, June 13, 2008

Don't yell: a customer service no-brainer

I can't believe I have to say this. No matter how mad a customer makes you, DO NOT pitch a fit. My friend at Curry Honda in Atlanta had a run-in with his temperament this week.
At the car dealership
I went to Curry Honda after totalling my new beautiful 2007 silver Honda Civic EX. We got a good deal last summer, so I went back to the same place for another one. I mistakenly told him about the accident and I wanted to buy another car from him, thinking the deal would be even better this time. I signed the paperwork, drove the car out, and planned to come back about financing. Hint: do your financing before you get to the dealership. Basically, we went back and forth about cost issues. The salesman told me one thing over the phone to get me back to the dealership and when I got there, he gave me another figure and said that was the only option. They had made a mistake. No kidding.
So I brought the car back to the dealership and here's how the misbehavior unfolded:
I gave him the keys and thanked him for the test-drive. He said, “What? Why? What happened Wendy?!” I pointed my finger at him and said, “Because you lied to me! You don’t respect your customers.” I walked through the parking lot hoping my ride would hurry. Then he yelled like a school bully. “What, is that all you’re going to say?! You're going to leave it like that! After all the time I spent on you!” He saw his commission disappear.
You don't care about them.
I turned around and yelled back, “I don’t care about you!” I walked away headed toward the driveway area. He followed me. "Wendy! Well, I can call to see if I can get you a lower interest rate. I told him no and that I was going elsewhere. Then my ride pulled up. Thank God. By this time I was standing really close to the road and I hopped into her car.
Dear sales people, for heaven's sake, you don't have to be fair. But please don't be scary!
Get ready.
Friends, learn how car salesmen are trained. Click here for a horror story. Click here for another one.

Note: Thank you to my co-worker and friend Jennifer for following me to the dealership and driving me home.


Amber said...

Wendy, you are my HERO!

City Sights and Observations said...

Awww... but I was the one looking for the gettaway car. :) You're my hero too Amber.