Happy Ending
Winners are grinners! 
[Click here for Part 1 of this gripping saga.]
On Sunday, my new-car quest finally met success.
And yielded more interesting lessons to boot (nyuk nyuk).
Here, then, is a jovial bookend to last week’s dismal missive.
Cold Call
I was pondering whether roller blading could work for me when the phone rang.
It was Ron*, my friendly local car dealer.
After the last dealer’s rough handling, I’d registered my interest for a car via the manufacturer’s national website.
This was a throwaway tactic. I didn’t imagine a global behemoth could ever be as cheap or flexible as a dealer on the ground.
What I didn’t know was that the site had sent my request to the dealer nearest my postcode.
Ironically, I’d not thought to approach this business, having seen no relevant ads from them.
Ron said he could sell me the exact car I wanted for the money (and trade-in) I had.
Having ‘confirmed’ this by email, I set off for another try.
Proof Positive
Ron was polite, articulate, intelligent and immaculately groomed.
I noted that every time I spoke, he stopped talking and listened. You may agree this is rare.
I began to feel confident.
In his office, Ron found my trade-in on Red Book tilted his screen and proved that my car was virtually worthless.
Though disappointed, I was impressed that he showed me, rather than told me.
Funny how you appreciate the smallest things, when chronically conditioned to poor service!
Money Talks
Next, in what seems a universal procedure among car salesmen, Ron wrote down how much I had, how much he needed and how much more I had to give him ($990).
More weary than angry, I reiterated that, as outlined on the phone, by email and in person, I had only $13K plus the trade-in parked outside.
In a second universal procedure, Ron paid three visits to his boss.
Though not evil, his boss was keen to make some margin.
The first visit saw the gap close to $500. I said no.
The second saw the gap rise to $750, but come with ‘free’ alloy wheels.
I explained that:
- The wheels wouldn’t last the night in my grasping suburb.
- I appreciated the offer but wasn’t into extra/fancy ‘stuff’.
- I just wanted a vanilla, base-model car with no extras.
The third visit took the longest.
But when Ron returned, he extended his hand and congratulated me on a ‘super deal’.
And so I signed: but it wasn’t over yet …
Protection Money
Ron introduced me to Cindy* who wished to discuss paint protection – especially with regard to my ‘difficult’ colour choice (red).
Our chat was problematic, as Cindy’s make-up seemed comprised of her products. And her highly revealing blouse threatened to burst at every breath.
I figured new-car duco should hang on for a few years at least. When I said I didn’t have $17, let alone $1700[!] for Cindy’s enhancements, she gave me a brochure and told me to think about it.
On seeing she’d coloured in the brochure with highlighting pens, I sensed business was slow.
Lady Drivers
I also reflected that, in liaising with four dealerships, I’d seen only three female staff: two on reception and one in protection.
I’ve never seen a car saleswoman. Could they not capture the alienated mass of smart, solvent females wishing to buy their own cars?
Anyway, Cindy took me to Tran* who offered to sell me financing, insurance and an extended warranty before finally taking my deposit.
Exhausted by this add-on marathon, I went home to my wife to celebrate our purchase.
My new car is due in a fortnight. I trust this won’t occasion a third blog post!
Listen Up!
As we keep learning from each other’s stories, listening carefully to clients goes a long, long way in commerce.
If listening can shift my view on car dealers and banks, imagine what it can do for your business.
Better still, tell us!
* Not their real names.
Paul Hassing, Founder & Senior Writer, The Feisty Empire
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There was a female car salesman in the Sopranos. Don’t think that ended too well.
I think you might find a stronger female presence at the higher end of the market.
Thanks for that, Heath.
You just reminded me of an article on Michael Schildberger’s Business Essentials (April 2008).
Belinda Yabsley once sold a car for $1M! I just found a link to her bio:
http://www.claxtonspeakers.com.au/speakers_profile/628
How fascinating that women should operate at the high end of this market, but not the lower. How come that?
Hey Paul,
How lovely to get a mention from you. Belinda Yabsley was a pleasure to communicate with, with some great messages on the importance of keeping in touch with people, at whever level, in business and in life. Actually she successfuly merged both, making friends out of customers. That’s why she’s so good at what she does! You’re excellent at keeping in touch too, Paul – it’s something we should all work harder at, me included!
Great to hear from you, Heather! Thanks for dropping by.
We’re here now, so that’s all that matters.
For a triple bonus prize, I’m trying to get Belinda to weigh in with a comment. Got any brownie points with her that we can cash in?
Thanks very much for your comment, and kind words!
No brownie points but I loved the fact that she invited half her clients to her wedding. Now that’s mixing work with pleasure! And of course the million dollar Maybach – that was a great story.You never know where relationships will lead you in business…
Cor! Fascinating stuff, Heather. I just checked out Belinda’s video. I reckon she could sell grass to tigers.
Glad to hear you got the car Paul.
I have only met one female selling cars and I think she got too many lessons from the men. I was looking at cars which was included in the salary package of a new job and decided on an Audi.
I went with a friend and as I was checking out the important parts – electric sunroof, climate control, vanity mirror with a light. As I got out of the car she started telling us all about the engine and getting more excited by the minute about something to do with the performance of something in the car.
Kel was even less interested than me and she only stopped when I said could you show me what colours I can have as I would guess all the mechanical stuff would be perfect at this price.
She actually looked disappointed that she could not finish her spiel on the wonders of the engine.
PAUL,
Greetings from rural Australia.
The curse of the upsell.
As preached by everyone from PT Barnum to W Clement Stone to Dan Kennedy to …. et al.
I engage in upsell with telephone orders. Because I’ve been chastised by customers for NOT telling them about add-ons for my Fitz Like A Glove™ Ironing Board Cover.
Not being a super saleswoman, I employ the demeanour of wanting to be of help. Rather than of being annoying.
So I drop into the conversation that this is what else I can offer you. And this is why.
Yes?
No?
I’m super sensitive to being a pest.
Because I have no patience with people who are.
And have been known to be a hand grenade with no fuse, so no warning, when pushed beyond my limits.
And I’m always intrigued at how sexual enticement is expected of women in some sectors that cater to men. Simply by the way they dress. And the way they flirt.
I’ve no doubt that this is part of their terms of employment. Otherwise, we would also see women working there who dress and behave as if they’re working for a sedate institution.
On the opposite side of the coin, there’s the bloke with the thick thatch of curls, the right amount of hair on his washboard chest, spray tanned to the perfect shade of bronze, shirt unbuttoned to just above his belt buckle, bejewelled with a chain or two around his neck, and muscles bulging from his work outs, under his rolled up, crisply pressed shirt sleeves.
Flashing me a perfect smile as he serves me my cup of coffee.
I can’t think of an industry segment that doesn’t come in for scrutiny regarding the upsell and some form of enticement. From banks to chemists to coffee shops to plumbers.
I don’t advocate my explosive response when pushed. But as a consumer, I’ve had to learn to say NO, loudly and firmly.
Perhaps the double entendre is in play.
That when I say NO, I might actually mean YES!?
Great story, Paul. With a happy ending.
It brought back some interesting recollections for me of buying a car or two or three.
And some quite memorable cups of coffee . . .
Best wishes and take care,
Carol
Carol Jones
Director
Interface Pty Ltd
Designers of The Fitz Like A Glove™ Ironing Board Cover
http://www.InterfaceAustralia.com
http://bit.ly/TheIroningDiva
http://www.SimpleSolutionsForDifficultProblems.com
Yes but what car did you get? We need details!
Sounds like a good experience.
Hi Paul,
As always, you’ve provided some valuable nuggets of information while telling an entertaining story.
I never thought about the lack of female car salesmen in Australia. I bought a car last year – and blogged about my trials and tribulations. I, too, only encountered women in reception and financing.
In the USA, women are selling cars everywhere. I’m a Detroit gal so cars – selling and manufacturing them – are something we get a lot of information about.
Interesting.
I personally think you should have stuck to the roller blades and a bike for longer trips
How nice to come back from the field and find such beaut comments!
Susan, thank you (as always) for sharing your story.
Carol, your contributions just keep getting better and better. Thank you too.
Malcolm, I don’t wish to reveal any of the folk discussed. But I promise to do a drive by your home very soon.
Sarah, can you please give us the link/s to your blog posts? I saw you tweeting about your dramas, but didn’t check out the story.
Linda, I see where you’re coming from. Rest assured, now that my old car is sold, I’m barely using it at all!
Hi Paul,
Here’s the link: http://globalcopywriting.com/is-your-customer-service-a-thinly-veiled-sales-job/
Thank you, Sarah.
On seeing that post, I realise I had read it after all. Sorry I got my wires crossed. I should slow down a bit when responding to comments.
You were very restrained to not mention the dealership!
What not to wear at work:
http://content.mycareer.com.au/advice-research/workplace/not-to-wear.aspx
SARAH,
Greetings from rural Australia.
I clicked on your link and read your post.
And agree with Paul.
You are VERY restrained. And to me, exceedingly polite. Considering your level of anger, your civilised behaviour was above and beyond the call of duty.
I have no patience with anyone who douses all and sundry with negligent customer care. The grubby, stained envelope with an offer that bears no relevance to your car is insulting and a display of very poor manners. #$%@@!#.
My first job, at 13, which I had to lie about my age to get, was working in a local department store. I worked every Saturday from age 13 to age 17, when I departed for university.
Anyone found wanting by giving less than the best customer service in the world was sacked. On the spot. In front of customers and staff. Never to be rehired.
It was a previous century. And a less gentle age. When we were expected to be responsible, accountable for our actions and respect the wishes of our employer.
In a nutshell, this explains my background to zero tolerance for bad manners and poor service proffered by those who simply don’t get it.
99.9999% of the time, it’s easy to be a satisfied customer because the huge majority of businesses in my rural patch give excellent to superior service.
But.
I’m a hand grenade with the pin pulled out when confronted with circumstances like yours. Unfortunately, as everyone who knows me will attest, I would have exploded on the spot and then quietly walked away to let others scrape the battered egos off the floor, walls and ceiling.
Which also explains why NO ONE willingly goes shopping with me.
I so admire your restraint, Sarah.
I should take you with me on those 0.0001% of times when good service is seriously left wanting. Everyone would hug and kiss you as we exited their premises, me restrained by your straitjacket, and them noting there was no one licking their wounds as we departed.
Paul, thank you once again for your stories that capture every day events. These affect our lives more than anything else and are the grist that makes the world go round.
They’re also very entertaining!
Best wishes and take care,
Carol
Carol Jones
Director
Interface Pty Ltd
Designers of The Fitz Like A Glove™ Ironing Board Cover
http://www.InterfaceAustralia.com
http://bit.ly/TheIroningDiva
http://www.SimpleSolutionsForDifficultProblems.com
Stone the crows, Carol; that’s a fascinating and generous comment!
I feel exactly the same about the high value you’re adding to our forum.
Thank YOU!
Hi Carol,
You have too much faith in me. If you follow me on Twitter, and Paul can back me up on this, you’ll know I was “tweeting” mad about the whole situation. But Perth behaves like a small town so there was no point alienating a business and leaving the evidence on my blog. Still, the lessons in the story were too good not to pass on so I removed the names to protect the guilty.
Cheers,
Sarah
I do recall a element of angst in your communiques, Sarah!
In with anger, out with … AAAAARRRRRGHGGHGHGHGHGHHHHHH!
Still, you managed to subvert your id into a ripping post.
I try to treat the whole world as a small town. With the internet, it sort of is these days. ‘Words have wings’ they say, and I don’t want mine biting me on the bum in years to come.
Sometimes, service is so utterly atrocious one must name and shame. But I’m happiest when I can make a point without trashing reputations or careers.
Never seen a female in motor vehicles sales person myself either,I am sure they exist. I have spent time in previous lives marketing novated leasing products and we have run campaigns aimed at female drivers. The whole experience involved having a female take the enquiry call and manage the whole purchase and lease process.
Our research had shown that many females felt very intimidated visting a dealer and having to negotiate the purchase of a car on their own.
The idea was to not have a male involved in the process at all. The only hole in the process was that we didn’t have a show room to allow for cars to be test driven, and so the driver needed to visit a dealer to do this step.
The campaign worked well and the feedback was very positive.
This is fascinating, Arthur. I never fail to be surprised at the generosity and care that attends your comments. Thank you once again for broadening our vistas!