Helpful Hints for Car Dealership Customer Service
Your new car (or your new car dealer) is giving you a headache. There’s a problem and the customer service you’ve received hasn’t been good enough. You feel like you’ve done your part, but your problem is still unresolved. How do you get it solved?
First of all, if you’re having a problem with your new car and it hasn’t been taken care of, your best hope for a solution is to work with your local dealer. Believe it or not, your local dealership is invested in solving your problem because they know that’s the best way to make you a lifetime customer. It’s a well known fact, known by dealers and car manufacturers alike, that while dealerships spend thousands of dollars in advertising trying to create trust with their customers, statistics show that the *best* way to create trust with consumers is to solve their problems.
Your local dealer is far more likely to help you if they believe this transaction will benefit them. This is especially true where there is a cost to the dealership involved in solving your problem. If they’re investing money in keeping you happy, they want to know there’s a reasonable chance they’ll earn that money back later through your repeat business. The best way to prove you’ll be a good customer later on is to prove that you’re a good customer right now.
You can show the dealership you’re a good customer by being nice to the dealer’s employees. While it might make you feel better to yell or be rude, nothing will hurt your cause more than a group of employees at the dealership that hate you. If you want to get what you want, give them a reason to like you and want to help you. “Kill em’ with kindness” and you will prove you’re a customer worth saving.
Working with the dealership’s General Manager (GM) is another excellent way to get your problem resolved. GMs are professionals in keeping the customer happy, and can get almost anything done for you in the name of customer service. They have the power to get a senior executive on the phone and aware of your complaint at any time, and have the full backing of the manufacturer. Talking with the GM will get you far in resolving your problem – make sure you ask to speak with one!
In the rare case that speaking with the GM of your local dealer doesn’t work, the next step is to call the manufacturer’s customer service hotline (the number can be found in your owner’s manual). You should try to contact the local regional office as well. While the local regional office will probably just refer you to the national hotline, you may be able to speak with a regional Toyota executive. Persistence is key.
So, to summarize, if you have a new car customer service problem, your local dealer is your starting point. Make sure to ask to speak with the general manager, and to be nice to everyone you speak with. If the local dealer doesn’t get it done, try working with the manufacturer’s national hotline. Finally, call your manufacturer’s regional office. As long as you’re persistent and pleasant, you’ll get the best possible customer service.
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