Reputable Dealerships?

[Big_unit]

I recently had to look around for a new boat ( small vee nosed punt ), after trying to source one locally I had to look at the Brisbane based dealers. I found some real problems when dealing with them -

Do they train their staff in good customer service skills ie; phone response & calling a customer back. One dealership I rang twice said the sales staff were busy and they would back, I still havent heard from them ??? Another dealership let me wander around for 30 minutes before I had to go in and ask for a salesman, who then made me wait another 15 minutes before I jumped in the car and went to next place.

Some sales staff are very vague in product knowledge, one sales guy tried to get me to buy a motor that was 7kgs over the recommended transom capacity.

Another guy, after I explained what I wanted & the application requirements recommended that I buy a light duty trailer. The dirt road I travel on would kill a light trailer I explained, he told me that they are a lot stronger than they look.

Nearly every sales person tried to upgrade me, I dont blame them for trying but isnt " nah I dont want to do that " enough when you have said it twice let alone 4 or 5 times.

A salesman in the Springwood area quoted me a price, so I asked if it was his best price, another salesman came out & spoke to me and told me that the first guy actually had it wrong and the price should be $780 more than the original price quoted BUT they would still do it for the original quoted price. Geez thats nice of them I thought as I walked off.

I ended up going north and buying a boat from Ron Glass Marine in Bundaberg, the blokes up there do a top job ( prompt, efficient, honest and decent ), I had absolutely no problems with them and left with my new boat and a big grin.

Cheers
James

[disorderly]

Scalem,

I think that is a good idea.
Scope of Works or estimate of repairs in writing.But will they do this?
Also an agreement if something extra comes up throughout the job that could blow out that estimate,they will contact you before they go ahead.

cheers Scott

[Scalem]

Scalem,

I think that is a good idea.
Scope of Works or estimate of repairs in writing.But will they do this?
Also an agreement if something extra comes up throughout the job that could blow out that estimate,they will contact you before they go ahead.

cheers Scott

Thanks Scott.

It's a two way street here too, I've seen some pretty unreasonable customers who want the earth, but don't expect to pay for it.- so there's an agreement reached for both parties' benefit.

James - you also understand what I meant by "More training"
I think you could be in sales, and what you have highlighted is what I would expect from a boat yard if they were to have a hope in selling me anything. Good follow up is a key, product knowledge is another. But if you don't know the answer, don't whaffle, tell me you don't know, check with another guy or do some checking and come back - it's no big deal.

Scalem

[PinHead]

Then there are the ones that when you ask if you can look over their boats...tells you yes and that he will be back in 15 minutes..45 minutes later and still not back.
Another was asked if i could look over the boat...he looked me up and down and said that I would not be able to afford the boat. Another wanted a $20k deposit to go for a water test. And then there was one where nothing was a problem...went for several water tests...all questions answered and all options listed in quote and deal done on a handshake without a single problem.

[Antony]

BM



Anthony, if I questioned the sales person who did the deal on your motors, is he going to swear black and blue that he told you they were 2005 motors, that's why you got a good deal? Or is this a blatant case of misrepresentation where you thought you were buying 2007 models straight off the production line? What date is stamped on the plate?



Scalem

If you where to ask the salesman the question, he would say that “I saw the year model and I picked him up on it at the time of delivery ”

What happened to me is mostly my own fault only because I believed what the sales team told me (there where more than one sales person I trusted) after my experience I have to agree with you , if details where put in writing there can’t be a misunderstanding . One would think a reputable dealer would put it in writing no matter what the circumstance. This may be one way to sort out the reputable ones from the rest.

Anthony

[Chris Ryan]

I actually applied for a sales job with a dealer - got a call from the principal but timing was bad for me to talk to him. Said I would call him back in 1hr. I did, then the next day twice, then the next day twice - left messages. Didn't get a call back.

I am a salesman - Scalem knows this - but if they can't even call back prospective employees, then they wouldn't get back to potential clients etc. Glad it didn't happen even though I know I would add something to the industry that has been built over 15yrs in IT - CUSTOMER SERVICE.

Unfortunately these guys are now tarred with the "used car salesman" brush - not good for the dealers and people are now skeptical of everything they do. Its a shame. Why can't we all just go back to being honest; say I don't know or even No???

Puff

[haggis]

I had a couple of problems with my new boat , got that sorted ,
had its first service boat came back with chipped and damaged paint ,
damaged biminni pole and black hand prints all over biminni cover .
now being a mechanic of twenty five years and dealing with the public for most of this I now how I treat customers and how I like to be treated . a phone call with the salesman who sold me the boat then a conversation whith owner of boat dealers and everything is fine . will I take my boat back for its 100 hour service ?
not sure as there is a nother dealer who will honour the warranty so we will
see .
cheers fae haggis ......

[Big_unit]

It's a two way street here too, I've seen some pretty unreasonable customers who want the earth, but don't expect to pay for it.- so there's an agreement reached for both parties' benefit.

James - you also understand what I meant by "More training"
I think you could be in sales, and what you have highlighted is what I would expect from a boat yard if they were to have a hope in selling me anything. Good follow up is a key, product knowledge is another. But if you don't know the answer, don't whaffle, tell me you don't know, check with another guy or do some checking and come back - it's no big deal.

Scalem

No Im not in sales at present but I was partly responsible for our live cattle export business and it involved big money from some very astute shrewd foreign businessmen ( $1400 to $2200 per animal in lots of around 750 to 2000 animals ) These guys are spending a lot of dough and they dont stuff around at all. You can bet that if you stuff these guys around they will not be back, they demand the very best and at all times.

I grew up in family business and learnt as a young fella that you do the job well, as you were taught to do and aim to please the customer every time.

Keep the private business matters as exactly that and make certain all staff are conversant in thier particular aspect of the job, some junior staff members only need limited info with the knowledge they can refer anyone to a senior staffer for more detailed info.

All staff should know that lies are highly unacceptable in any circumstance to every customer.

Cheers
James

[Seahaven]

Seems the key word here is relationships.
You can't go past talking to several, see who you seem to get on with and try them out.
The honesty/service mentality does show through quickly. Usually at the first hiccup. It's then you find out how solid the relationship is.
I'm lucky, have been dealing with the same family business for 15+ years. Just hope the buggers don't want to retire!

Mark

[Big_unit]

Spot on mate classic examp-le of that is Ron Glass Marine they have been operating for 30 years and I reckon they will go another 100 years if they keep doing things the same way they do now.

I can speak highly enough of the team up there.

Cheers
James