Dealer What is up with Dealers?

[spanky8N]

That is exactly my thought. If you have to beg a dealer to sell you a machine what would you have to do if an issue came up post sale?
Dan

 

[spanky8N]

I've walked out of my local JD dealership TWICE because I couldn't get a sales person to talk to me, and both times I walked in with a checkbook in hand ready to buy a tractor. Some dealerships just don't get it. Period

I agree. After two ignored calls I went to the local dealer and again had the same expierence. I could not get anyone to look at me let alone help me. Three strikes and your out...I too had checkbook in hand.
Dan

 

[DUMBDOG]

When backhoe shopping a couple of years ago, I went to the local dealer who sold excavators and bobcats that are manufactured locally. They had a couple of used rental excavators at the end of season that they were selling. Despite two phone calls and two personal visits to the dealership, I could not get a price from them. The information they gave me was sort of vague and not definitive. They deal with a lot of contractors and I guess I am not a contractor. If that would make any difference.

After the lack of price I continued shopping and spent more money on a used John Deere 510D, which is twice the machine as the ones that I was looking at.

Having been in whole good sales in the past, I know that it is possible to miss a call or two. But I do not know how you can miss two calls to the same person, unless it is there policy not to price over the phone, then they should tell you that.

 

[Bob_Skurka]

You mean a competing dealer wouldn't use covert means to price check his competition?

Sure they would, but so what, that is part of the game, get over it. There a lots of legitimate buyers who use the phone too

Out of 40 to 60 calls a week mabye one will actually show up ... these guys do not have the time and energy to return EVERY quote call

The last 7 or 8 cars I've bought were bought (from 3 different dealers)over the phone or the internet without ever setting foot on the dealers lot. I've also purchased a few small tractors with just a phone call. I regularly purchase heavy trucks over the phone/internet too. Never been to one of the truck dealers I buy from. Never been to the VW dealer I bought my Touareg or Passat from. I've only been to one of the 2 Chrysler dealers I deal with once, and that was to pick up a friend when he had his car serviced.

I shop for my vehicles by phone . Sure, I go to the lot when they are closed to see what I want. Then, I call on the phone and ask price. I don't have the time to go dealer to dealer like in the old days. If I get one that doesn't call me back,I mark them off the list.If that tractor dealer won't call you back then, it's his / her loss. Move on to the next.

Ditto.

Heck if the sales guys won't call back does anyone honestly think the service guys will take care of you either?

I check out my dealers, but after checking them out, if the sales guys won't take care of me then I rule them out. Both of my primary tractor dealers have taken me back to their shops to inspect them and to meet the service manager. I also make sure they have a good parts department with at least one full time parts guy, preferably 2. Why should anyone put up with crummy service during a sale? It probably says alot about what will happen after the sale.

 

[Bedlam]

Well, I personally am impressed with a certain dealer that is almost 90 miles away. I sent out emails asking for a price for a particular item, I included what I wanted for options etc.
I dont believe this is much different than an offer for bids, as the town does.
I then sat back and waited. out of 5 dealers. 4 responded. So i was inpressed with the responces. However, only one stayed with the original options, the others added in a thumb and changed my original request to what they wanted to sell.This really effected the comparision aspect of it.
One dealer really inpressed me, as he took the time to look my number up and call me.(I didnt include my number).The fact that they took the time makes a difference.
As a responce to my comment about them being to large.I have bought several tractors from one dealer, he was average size, but didnt loose sight of the customer.
When I would return for parts he knew just what model I had. That inpressed me. I was always treated well by him.
Then one day they sold out. to a large company. He now works sales for that company. I would prefere to deal with him personally, but when I went there he wasn't aval. and the person who showed me and priced it etc, is the one that didn't return the calls, or emails, or even respond after my second visit.
The dealer thats futher away, assured me that they would transport a tractor for me. .
Its tough when you deal with someone for 20 years, and get lost in the shuffle .
Al

 

[Agro-oti]

There is still one thing that you guys are missing................How do you know for sure that the Sales Person ever recieved the messages in the first place?

 

[Bob_Skurka]

There is still one thing that you guys are missing................How do you know for sure that the Sales Person ever recieved the messages in the first place?

That comment, to me, is a total cop out. Why keep making excuses for poor service? Why the constant defending of mediocraty?

​

The dealer was called. Twice. Messages were left 2 times. 2 times the customer was told there would be a return call. Both times the customer was told that by different people.

If the dealership had quality employees, or even half-arsed employees, then at least 1 of those 2 calls would have gone to the sales person. We don't know where the failure is, perhaps with the people who answered the phone, perhaps with the sales person who just didn't want to call back.

Both problems are indicitive of a poorly run company. Now the question still stands, if the dealership can't bother to return a phone call to sell a tractor, what hope is there that it will properly respond when there is a problem???

 

[MessickFarmEqu]

I LOVE the demotiavators posters! I actually have one of their calendars in my office. The "Apathy" poster is one of my favorites.

 

[TomKioti]

I check out my dealers

Bob,

That's what I'm saying. Go there and check them out. I'm not dissagreeing with you totally. I've stated my reasoning and my process that works for me. So far only one bad dealer out of many good. I think we agree more than disagree Bob. Nobodys advocating bad customer service from a dealer is right OR acceptable. Re-read my posts and tell me what is illogical or wrong about what I'm stating. I'm giving you real life expieriences, not theory, conjecture or warm and fuzzy wish lists about how life should be
in a perfect world. Take it for what it's worth and move on.

I am somewhat suprised that anyone would buy a car or tractor (or any large ticket item) over the internet or phone. IMHO that's not a very wise thing to do but... to each his own. If that works for you so be it. Just not my way of doing business.

I do like your poster Bob.

 

[Bob_Skurka]

Go there and check them out.

We probably agree on more than we disagree. But where we do disagree is on WHEN to check out the dealer. If I don't get a warm an fuzzy on the phone, there is no way I am going there to check them out in person after being mistreated, or underwhelmed on the phone.

Why waste the time & gas of driving over an hour each way if they won't even talk to you on the phone? Remember, indianaEPH wrote in the very first post of this thread:

Normally I would drive to the dealer to talk about the purschase but the closest is about 60 miles away.

Good customer service starts with the first point of contact. If the dealer can't make the effort on the phone then I'm willing to bet that some other dealer will make the effort, will provide a positive response, and will be willing and eager to work out a deal.

I drive past a tractor dealer every day. Same 5 tractors have been on his lot since March of this year. Same 5. Hmmm. That tells me something. Now I've dealt with this dealer for some small engine repairs and I purchased a chipper from him years back. I've been told he is mean, can be rude too. There are 3 other dealers closer to my house represting a half dozen other brands. Why would I deal with this guy? Maybe other people got treated the same? Maybe that is why he STILL has the SAME 5 tractors on his lot?

I LOVE the demotiavators posters! I actually have one of their calendars in my office. The "Apathy" poster is one of my favorites.

You should check out the video podcasts from them! They are great. You can download them free from iTunes. Do an iTunes search for Despair, Inc.

 

[BTDT]

Car example. I had a Kia sportage I was going to trade in, went to the Kia dealer and talked with salesman-blah, blah, blah, he wouldn't give me what I wanted for trade (we were $1000 apart) and this is the dealer where I bought vehicle. I told him I was going to Hyundai dealer when I left here and I would buy from them if he didn't want my business. Went talked to guy at Hyundai, agreed on price of trade and price of new and I drove the new car home. The next morning Kia guy calls, "hello, Mr. Corcoran, I want to talk to you about the Kia somemore. I told him sorry, I have a new car already, and you had your chance yesterday. Blah, blah, click.

 

[Dargo]

Hmm, my business works exclusively with retail dealerships of large ticket items. Although my company is not a particularly large company, we deal with nearly a thousand different dealers. I'm sorry, but there is absolutely no excuse to not return a phone call to a potential customer who has called twice and left his phone number. Many of my dealerships use mystery shopping services to make sure that what the original poster mentioned does not happen. Most retail dealerships would give a salesperson one warning about such a huge mistake in the retail business. If it happened twice, the salesperson would be looking for a new career because they definitely do not belong in retail.

I read some of the possible "reasons" why he wasn't called back. Anyone who buys those reasons does not belong in retail. Take a new car dealer for example; do you know how much they spend on average to simply get a customer to call their lot? Many, many studies have been done on this subject in all sorts of retail industries. At a new car dealership, the dealer spends $87 on average to generate a customer phone call and nearly $450 to get a customer to show up on the lot. With that expense, I can see why dealers have almost no tolerance for calls to not be returned or customers followed up on after a visit. If the message is not getting to the dealer, sales manager, salesman, etc. who is responsible for sales, then the dealer needs to seriously address who is answering his phone.

Although there is some difference in the tractor, boat, RV, auto, motorcycle etc. business, the basic fundamentals are the same. Today's competitive world will not let dealers who do not execute the basics stay in business long. I'd not only be concerned about what would happen if you needed warranty work later; I'd be concerned about that dealer even being there later. And, I'd bet that Kioti would feel the same way. I seriously doubt that they even want dealers out there who are not attentive to their customers and interested in moving more product. As someone else mentioned, this is definitely a reflection on the particular dealer and not on the tractor brand.

 

[thcri]

Bob,

That's what I'm saying. Go there and check them out.

Them majority of my stuff is started over the phone, I get a good idea of the company/person and decide whether I go back or not.

I am somewhat suprised that anyone would buy a car or tractor (or any large ticket item) over the internet or phone. IMHO that's not a very wise thing to do but... to each his own. If that works for you so be it. Just not my way of doing business.

I own over 40 trucks. I have not been on a lot in over ten years. I don't think I have seen a vehicle prior to purchasing it in over then years. That is both used and new. No I don't buy over the internet but I do buy over the phone.

muprh

 

[TomKioti]

Muprh,

I assume you have a relationship with that dealer right? At some point you met with them and felt comfortable enough to trust them...right?
You had to of if you are a good business man. You have to put a face to business relationships, that's why there are Gulfstreams, Learjets and business class seating on commercial aircraft.

Certainly once a relationship is established you can order by morris code for all I care but you must establish one first. The only way to effectively do that is putting two faces together at some point...usually in the beginning.


Am I loosing it! Geeze!

 

[DK35vince]

I've bought several implements and my backhoe over the phone.
I called several dealers for a price. If a dealer failed to give me a price or failed to return my call I bought elsewhere.
In my opinion it is no differant when purchasing a tractor. If it is to much to ask for the dealer to give me a price or return my call I am buying elsewhere.

 

[Bob_Skurka]

Muprh,

I assume you have a relationship with that dealer right? At some point you met with them and felt comfortable enough to trust them...right?

I'm pretty much with Murph on this issue. I also buy for my fleet. Within the last 12 months I've bought 2 VWs from a dealer who is in a town I don't even know how to get to. A half dozen Chryslers from 2 dealerships where I've never set my foot on the lot. A heavy truck from a dealer that I didn't even realize was just right up the road a short distance.

If it is to much to ask for the dealer to give me a price or return my call I am buying elsewhere.

I totally agree. This is the age of communication and if the retailer of any good can't give me instant (or at least reasonably quick) information then I'm on my way to the next guy who will do that.

The only difference between TRACTORS and many other items is that tractor dealers are often few and far between. So maybe the dealer who was discussed in this thread thinks he has a lock on the sale because he is the only one of that brand within 60 miles of the original poster. HEY WAKE UP. Any tractor will do the job. Some are cheaper, some more expensive, some are painted funny colors. But in the end any one of them will do the job. We each have our own preferences, price range, etc, but if the dealer thinks he has something special then he is SADLY MISTAKEN because any other brand selling a 30hp tractor can do the same thing. And most every brand has SOME advantage and SOME disadvantage.

Am I loosing it! Geeze!

Tom in all due respect, you have already lost it. I mean that not in any insulting way. But with the internet, drive through windows, express check out at the grocery store, FastPass at the pump and automated toll booths on the highways the reality is that consumers of retail goods DEMAND QUICK AND ACCURATE RESPONSE FROM RETAILER. You indicated that your business is not like that, and I believe you. But you also indicated that you do not deal with retail consumers for a living. So from those of us who do deal with consumer, please take our word for it. This dealer is a BOZO and deserves to be run out of business for not following through.

This is not a brand issue, this is just a bad dealer. Plain and simple. Anyone who wants to continue to defend a dealer like this is simply not being realistic in today's service driven/service demanding economy. JMO

 

[AndyM]

I assume you have a relationship with that dealer right? At some point you met with them and felt comfortable enough to trust them...right?
You had to of if you are a good business man. You have to put a face to business relationships, that's why there are Gulfstreams, Learjets and business class seating on commercial aircraft.

Certainly once a relationship is established you can order by morris code for all I care but you must establish one first. The only way to effectively do that is putting two faces together at some point...usually in the beginning.

Have you ever made major purchases via the internet?
By being an informed consumer, one can make major purchases without ever meeting someone face to face. I've bought an automobile, entering the dealership for the first time to sign the papers and pick up the car. I've bought tractor implements on Ebay and had them delivered 1000 miles to my place of business.

Agreed, establishing lines of communication of some type is important... However, oftentimes I can complete a transaction using only email or telephone. I don't believe face to face is always fastest or best, but I do however believe that no communication will not make a potential customer very happy for long...
We're doing business in the 21st century... if someone doesn't return my phone call or my email, I move on to the next one on the list. Those who do not adapt and only choose to do business the "old" way will not survive forever.

Am I harsh, or just realistic?

 

[thcri]

Muprh,

I assume you have a relationship with that dealer right? At some point you met with them and felt comfortable enough to trust them...right?


Am I loosing it! Geeze!

No Tom, I have bought from different dealers/salespeople all along. I tell them what I want, they give me list price and then their selling price. They give me the different buying options/lease/terms. They fax over the window sticker to me and I make decision. I will buy Ford, Chevy, GM and even some Dodge. All done over the phone. The pickup I am driving right now, 2004 F150 Crew, I called the local dealer and he did not have what I wanted, called around and the dealer 30 miles away told me he had what I wanted and will arrive in two days. He sent me the window sticker and my price, I then drove to his dealership that day and filled out the paperwork. They delivered the truck two days later. Never saw it until they dropped it off. I don't have time to drive around town. I will even buy from dealers out of town that are within 20 or 30 miles.

Even though this is in the Kioti forum it is not about Kioti but dealers/salespeople in general. If a dealer does not return a second call I can guarantee I won't be dealing with them nor will I have the time to call them ever again. That is just plain stupid to not call back, once is a mistake every one can handle but not twice. If a dealer wants to run his business that way, go ahead run it that way. But my feeling all you will get is price concience people that will never look at the dealer for his strengths.

murph

 

[TomKioti]

Anyone who wants to continue to defend a dealer like this is simply not being realistic in today's service driven/service demanding economy. JMO

Bob, Andy, Murph,

I was not defending the dealership and never did. Read my posts please.
I was simply stating that if he wanted to effectively haggle and close the deal at a good price he should do ALL of what was suggested AND pay the dealer a visit if he is so inclined. I never once stated enphatically that he was wrong not to be turned off and the dealer was right not to return a couple call attempts. Of course the dealer was wrong... I was just giving my take on mabye why calls weren't being returned... wrong or right. I never passed judgement one way or the other again... read my posts. I own three businesses and sometimes I miss a call or two, it happens. Doesn't always mean the dealers a shmuck.

I am very aware of all available technology in retail, wholesale, realty (commercial and residential) service, entertainment and many other fields,
I still won't buy a 150K recording console without seeing it first. I'm not wired that way. Call me old fashioned I guess. I'm a hands on face to face
guy and I will never make large allocations for equipment until I lay my hands on it. If that makes me a pre-historic neandertal then so be it.

Many of my friends have been burned repeatadly doing site unseen purchases on large ticket items especially on the internet. Some have never reclaimed the loss suffered. I know all the "technology is now" dribble, I just choose my own method and felt I had a right to share on that subject and you know what... it's O.K. if none of you agree.

I will state one last thing. I do buy mail order items from dealers I know and trust with strong reputations so I guess I'm not a complete nut even though I've apparently lost it.
Usually nothing over 2k to 3K. Nuf said although my accountant would disagree with the "loosing it" comment.hehheh.

Murph, with all due respect, your fleet buying I presume and that's a different animal than a guy buying a tractor possibly for the first time. Don't you think your situation is a little different than the original poster?
Those dealers know you and if not I'd be shocked, but if that is the case more power to ya... it just ain't me. Can't do it.

 

[thcri]

Murph, with all due respect, your fleet buying I presume and that's a different animal than a guy buying a tractor possibly for the first time. Don't you think your situation is a little different than the original poster?
Those dealers know you and if not I'd be shocked, but if that is the case more power to ya... it just ain't me. Can't do it.

Tom,

Yes most of them dealers know who I am or have seen my trucks on the road and yes they want my business, and if they price themselves high, they are out. And they know this. I know what I want, it makes it easier. But there is other things that dealers don't know who I am. When I bought my tractor I did call the dealer I bought from first, he talked to me right there, I liked him and then drove to him. I bought and even 4 years later I can walk into that dealership and eveyone there calls me by my first name.

However even the original poster doing preliminary work deserves a phone call back. I have never really ever seen a Kioti tractor other than pictures because there isn't a dealer around for 100 miles. But if I was inquiring about a Kioti I sure would be calling a dealer first before driving to visit them, just my style. Many years ago I stopped at a Chrysler dealer as I wanted a Caravan with my kids. I sat on the lot, a salesperson promised he would be back, never came back. After an hour of waiting I left, wife talked me into going back as they had a van in the color and options she wanted, we went back, same scenario. You see we felt not appreciated or no one cared for us. We left and never went back. Called the dealer in a nearby town, had what we wanted, he gave me a price, I said we would take it, get it ready. Site unseen and he didn't know who I was. Since then I have bought another caravan, two suburbans and a tahoe from them. This company because of the service they give me I won't buy from anyone else for my personal vehicles, I don't even care about price unless I think he is way out of line. Business is another story I have to do local business to some extent.

So I have rambled on enough, but to answer your question my buying experience is really no different from the original poster with my tractor buying or personal car buying. And there is nothing wrong with going to the dealer, that is your style and it works great for you but if you had my experience that I had at the car dealership or no phone call back (same thing) you would leave also.

murph