And this may be why you DO NOT outsource your off hour website chat. If you do outsource your chat sessions, or you're considering it - you may want to mystery shop the service before you sign up. Take a look at this chat I had with a dealership today, Sunday. The dealership is closed and Heather does NOT work for the dealership. Please wait. An operator will be with you shortly. Heather Gordan says: Hello Todd, my name is Heather Gordan. How may I assist you today? Todd says: Ive been looking at the Nissan 4Runner and wanted to know if they have the option for rear seat tv's with dvd player? Heather Gordan says: yes Todd says: Oh great! Do you control it from the front unit or are there controls in the back seat area? Heather Gordan says: I believe it's in the back. Todd says: Are you open today? Heather Gordan says: no we are closed today Todd says: When would be best for me to stop in an speak with you personally? Will you be there Monday? Heather Gordan says: I'm not in sales. I can set you up an appointment with someone if you would like Todd says: okay. But since we have been talking will you be around Monday? Heather Gordan says: sure. what time is good for you? Todd says: What time do you close? Heather Gordan says: 9 Todd says: Heather, you're a women of many words. :-) Heather Gordan says: Is there a good phone number and email address for you? Todd says: why do you need that? Heather Gordan says: To set up an appointment Todd says: Do you have a White Nissan 4Runner in stock? Heather Gordan says: Let me check on that for you. One moment please Heather Gordan says: I'm sorry I don't see any Toyota 4Runners in stock at the moment Todd says: Well that's not good. I guess I'll try another dealer. Thanks. ...and that was it. Some would say a chat session is better than no chat session. But I have always argued that. I as a consumer, after a chat like this, I'm out. There's a high chance your off my list for good and I'm not revisiting. This particular outsourced chat example VS No chat during off hours? Which one would you rather have? Do you think a chat like this has any influence on the consumer?