Re: OT: Car dealer crap - ever hear of this?

Posted by Buzzman72 on October 03, 2004 at 10:19:11 from (158.253.1.67):

In Reply to: OT: Car dealer crap - ever hear of this? posted by Markus on October 02, 2004 at 13:59:50:

I've worked in dealer parts departments for over 20 years, GM and others. First dealer is, of course, feeding you a line of BS. But sometimes parts department managers have owners or general managers who set policies that make NO sense for customer satisfaction purposes. These dealers think that, since GM doesn't reimburse dealer-to dealer markup for warranty parts, these parts should ONLY be ordered from GM, since picking up a part from another dealer cuts into their gross profit. As a former parts manager, I can realistically say this is BS; if you can keep the customer satisfied, they'll be more likely to buy their NEXT car from you. People remember how they're treated...some just don't understand how often they're getting taken to the cleaners, even on warranty repairs. But if you let the customer know that you went "above and beyond" to locate the the part locally, they'll usually respond favorably on the CSI surveys that the manufacturers send out...and there are financial incentives for dealers who rate high in the CSI surveys...so in the long haul, taking care of the customer is a "win/win" situation for the dealer. Unfortunately, the first one you dealt with had anally-impaired vision, based upon the placement of his head.

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