http://www.strategies.com.au/blog/time-to-plan/ Mon, 23 Jan 2012 22:55:06 +0800 http://wordpress.org/?v=2.8.4 hourly 1 http://www.strategies.com.au/blog/time-to-plan/comment-page-1/#comment-76 Allan Scott Thu, 17 Dec 2009 23:15:44 +0000 http://www.strategies.com.au/blog/?p=170#comment-76 Another car story. A friend of mine drives a Porsche Boxter. When he took it in for a service the the main (and at the time only) Melbourne dealership he mentioned he was interested in upgrading to a 911 (a $230,000 car by the way). They lent him a green one with yellow seats and then rang him to say they needed it back. He said to them he hadn't really had much of chance to drive it and could he have it for another day, they said no. A few weeks later he was in Brighton buying a BBQ and noticed a new Porsche dealership had opened up there. One of the sales people was standing outside, he styruck up a conversation and bought the 911 from them. Melbourne Porsche has lost a customer for life and now they do have a competitor. Another car story. A friend of mine drives a Porsche Boxter. When he took it in for a service the the main (and at the time only) Melbourne dealership he mentioned he was interested in upgrading to a 911 (a $230,000 car by the way). They lent him a green one with yellow seats and then rang him to say they needed it back. He said to them he hadn’t really had much of chance to drive it and could he have it for another day, they said no. A few weeks later he was in Brighton buying a BBQ and noticed a new Porsche dealership had opened up there. One of the sales people was standing outside, he styruck up a conversation and bought the 911 from them. Melbourne Porsche has lost a customer for life and now they do have a competitor.

]]> http://www.strategies.com.au/blog/time-to-plan/comment-page-1/#comment-75 Allan Scott Thu, 17 Dec 2009 06:13:34 +0000 http://www.strategies.com.au/blog/?p=170#comment-75 Not really relevant to this article but here is a little example of good/bad customer service. My friend recently asked me which brand of car to buy. He went and test drove a Lexus, then thought he'd try Audi. He made an appointment with dealer to have a test drive. But when he showed up on the specified date/time they said to him "Which person was your appointment with?". He replied "I wasn't told a particular person/name I was just told to come on this day and time". The person he was talking to said that actually the car he wanted to drive wasn't available, so he just walked out. He then went to Volvo, where he had bought his wife's car. They remembered him and told him they would look after him, threw in a car seat for his toddler. He probably didn't even get a bargain but he bought the Volvo. Both products were probably equal in quality and price. He didn't really care which brand he bought, Volvo got the sale purely based on customer service and Audi lost the sale purely based on poor customer service. Not really relevant to this article but here is a little example of good/bad customer service. My friend recently asked me which brand of car to buy. He went and test drove a Lexus, then thought he’d try Audi. He made an appointment with dealer to have a test drive. But when he showed up on the specified date/time they said to him “Which person was your appointment with?”. He replied “I wasn’t told a particular person/name I was just told to come on this day and time”. The person he was talking to said that actually the car he wanted to drive wasn’t available, so he just walked out. He then went to Volvo, where he had bought his wife’s car. They remembered him and told him they would look after him, threw in a car seat for his toddler. He probably didn’t even get a bargain but he bought the Volvo. Both products were probably equal in quality and price. He didn’t really care which brand he bought, Volvo got the sale purely based on customer service and Audi lost the sale purely based on poor customer service.

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