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Jared Hamilton
From: Jared Hamilton
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Tom White Jr

Tom White Jr Chief Dealer Fanatic

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How's YOUR Service???

I needed some service work done on my personal vehicle this morning and did what I think many consumers do - I went to google.com and searched for BMW Dealer in Salt Lake City.  I was presented with 3 options and picked the dealership closest to me. Being that it was slightly before 7 am, I clicked on the Schedule Service button, filled in my information, the list of services I was wanting to complete, and a complete description of my vehicle.  I hit submit, and then I waited.
 
And waited... Until I got the following email about twenty minutes later.
 

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 webleads@yourdealership.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.

Jim Bell
Really?!?! I know that a lot of dealers suck when it comes to fix ops and handling of those leads, but having a crap email address like that is horrible, especially from a BMW store. It is all about relationships and building and keeping them. This would be a huge turn off and I don't think that I would ever go there.

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