XCS Means Customer First

Yesterday I set out to purchase a car for my father, who just moved to Salt Lake City from Miami (don’t worry dad, the winter is not so bad here . . sigh)

In the interest of fairness and support to our ailing automotive industry I went to a Chevy dealer, in spite of my resent experiences. 

I took some test drives with Christian, a nice young fellow who was very interested in my needs and working hard to address any of my questions, as we drove.  Once we returned, as is expected, I soon met Christian’s manager, who also seemed pleasant and interested.  However, he soon brought up the fact that the currently offered 0% financing was only available until Monday and that I would have to act fast.  He asked me what was keeping me from the purchase and I mentioned that I was hoping to reach $XXX.XX as a monthly payment.  He sent me off on another test drive and mentioned that when we returned, he would do his best to work the numbers so we could reach this goal.  Great, I said, and went off to the next test drive with Christian.

On my return, after some niceties, I asked him “Perhaps we can go inside and see if we can work on those numbers”.  His response, was shocking but not surprising “well, only if you are committed to purchasing the car”.  At that point it became clear that the sales manager was interested in something beyond my best interest; perhaps his time.  I said goodbye.

From there are I went to a couple of dealers.  I purchased a Toyota.  I reached the price point I needed, my dad likes it.  Almost everyone won.

Rudy Vidal
Committed to XCS!

Wake up American Car Dealers !

Last weekend I accompanied a friend to buy a car.  She was looking for a convertible and was willing to consider different brands.  We went to a BMW dealer first.  She went for a couple of test drives and was impressed with the cars as well as the experience at the dealer.  The salesperson was not pushy, he was attentive and knowledgeable.  They spoke about value and pride of ownership.  When we were done, the salesman asked if we wanted to see some numbers or if we wanted to have him send us some financials to review at our leisure.

Our second visit was to a Jeep and Chrysler dealership.  The salesman was very nice, family guy with 5 kids, etc.  We went on a couple of test rides and liked two of the cars.  When we asked the pricing for each of the cars his response was . . “Well, which one do you like better?”.  It depends on the price, we mentioned.  He then said, “Well I can work up a better number if you tell me which car you prefer”.   At that point, it became clearly apparent why I’ve given up on American cars.

We mentioned again, that we lilked both and wanted the best price on each.  He asked us to sit down, then asked us to fill out a credit application before he went to the manager to ask for a price.

Why is it so hard to find out the best price on a car?

We were ready to walk out at that point, but felt bad for the salesperson who had spent quite a bit of time with us.  The salesperson stayed in front of the manager for a total of 14 minutes, while we waited on the other side of the dealership.  Finally, I got tired, went over to the manager’s desk and asked if there was anything wrong.  The manager, who was wearing sunglasses indoors, pitched his head down and looked over the top of the glasses and said, “Well…  I’m having trouble with the fact that you’re not committed to a car”.  Sigh . . .  . we left.

Why can’t the American Car dealerships see the obvious:

1. Technology should be used to improve the product and the customer experience, not just to cut costs.
2. Informational access has changed everything – I  know your costs, I know your methods, I just want open and respectful treatment.
3. Don’t manipulate the sales situation.  Manipulate your offerings and my experience, I’ll do the rest.

Wake, up.  You are not in the car business.  You’re in the customer satisfaction business.

I supposed it would be best to have an American automobile industry.  But I suspect its too much to ask.