An Open Letter to Customers

[danoneil]

Our strategy with customer's like that is to send them an email referring them to one of the big volume stores in Florida. There is 10 to 20% of business out there that we just don't want. Think of all the time and effort you put into those leads/customers and either A)don't get a sale or B)get a low gross sale and usually a poor CSI survey. Our resources (both human and financial) are much better spent on creating a meaningful, long lasting relationship with the remainder of the car shopping/buying population. Not to mention that sometimes we get some pretty nasty/disrespectful email responses from customers that our sales associates take personal (which you can't, but it is difficult to ignore sometimes.)

This is a pretty interesting post. I never get so critical of a customers request or demands to want to refer them to another dealership. I'll deal with it. I guess it's the dale carnegie attitude in me.

 

[AndrewDiFeo]

It doesn't happen too often, just when you get that email response that they are talking to 20 dealers, from which they will have a second round of the best 3 prices from those 20, and let the last 3 dealers bid against each other . Not worth the time and effort with all the other opportunities out there. We can't be all things to all people, and not all business is good business.