We all know that just having a website, no matter how great, is not enough to make sales in the automotive industry. LEARN MORE
This email is the only bit of communication I have received from the dealership and it is now almost five (5) HOURS later.
Unlike most consumers in this situation, I actually feel bad for the Upper Management in this dealerhsip. I'm positive they have zero idea that their people are delivering a "zero" customer service experience to me. I'm also confident this is not the way they want their business to operate - but the reality is... this is EXACTLY how their business is operating. At least it is with me...
So as a reminder to everyone, dig deep into your dealership processes. Really LOOK at the email templates that are going out to your customers. Do your templates have stupid return email addresses like email@example.com? Is what is happening to me happening in your dealerships? Do you have cracks in your processes that allow customers to fall through the cracks? Are all of your leads and customer interactions being forwarded to the right people?
This month, make it a priority to check all of your customer pathways throughout your operations. Oh, and if you know of a BMW dealership close to me in Salt Lake City that wants to work on my car... please let me know.