Quote:
Originally Posted by Peter_Spaeth
There can't be many lines of business where there is so little incentive to provide great customer service. Imagine calling a car dealer with questions about a new model and being told to go read the company's manual. But it seems like here, people know the stuff will sell anyway.
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Funny you should mention car dealers. My experience has been that I usually know more than the sales agent, and will have to correct their misconceptions about details of the cars. Plus they’ve been incredibly slow to actually help me, sometimes wasting hours of my time just ignoring me while I was trying to close a deal. And on one occasion, I had one rep accuse me of not caring about my car because I declined to buy their silly extended warranty and service plan. Needless to say, when I got the survey asking about my experience, I let them have it. And they responded and were very contrite.
I suspect the biggest issue for them is they have a lot of turnover, and a lot of different models, so the salespeople struggle to keep up with the details. As to why they ignored me for so long, I suspect sometimes it was a negotiating tactic, and sometimes they just couldn’t find someone who actually had the answer to my question.
So they may not be the best counterpoint and example of stellar service and attention to the customer, at least in my experience.