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I nearly forgot about this one ‘cause I didn’t have it written down like my other stories.
Now, when people called in our process was to take their personal information including the make, model, and year of the car and also ask some questions that determined their level of customer loyalty. Then we documented the issue, called the dealer to get their side of the story and then either negotiate some kind of solution with the dealer or provide our own.
This lady calls in wanting assistance paying for a repair on her car because she can’t afford it. I go over her info to determine eligibility then ask her to hold while I call the dealer.
SC: What?! Why do you need to call the dealer? I’ve already talked with them a lot and I don’t like what they’re offering. (This is a standard response from customers so I didn’t suspect anything)
Me: It’s standard operating procedure. I have to talk to them; I can’t offer you anything unless I have.
SC: (really reluctant) Okay then, I hold while you do that.
*I call the service shop*
Me: Hi, I have Mrs. SC on the phone—she’s asking us for assistance, what can you tell me about her car?
Dealer
: Look. I have been working with her for over a month now. She keeps thinking she can get a better deal from us on this repair and I’m sick of dealing with her. We offered her a Great Deal and she turned us down. We offered her another Great Deal and that still wasn’t good enough. She does not qualify for more but, because she has been such a pain about it, our GM has offered her a Really Sweet Deal on the condition that she doesn’t try to “negotiate” any more. If she does, all offers will be pulled. She knows this. She has agreed to this.
Me: *aha, now I understand the customer’s attitude when I called the dealer
* Oh, I’m sorry…will this call affect the offer?
D: No, we’ll let it go—we don’t want you getting in trouble over this. The deal still stands for the moment.
*I thank the dealer and go back to the customer*
Me: Okay. The dealer tells me he has offered you a Really Sweet Deal, correct?
SC (nervously): Yes…
Me: He has also stated that if you try to change it, it will be pulled. Do you understand this?
SC (panicking): Yes I do, did he pull the offer?! Anyway, I didn’t like it and wanted you to give me something better!
Me: We can’t give you anything better that what the dealer has offered. Now, do you agree to the dealer’s offer and do you understand and agree that this offer will be pulled if you try to negotiate with either them or us again?
SC (sullenly): Yes. I agree.
Me: all right and thank you for calling.
But wait…the story doesn’t end
Two Days Later…
The phone rings. I recognize her name. Please, please, please, don’t let her be as stupid as I think she is…
SC: I can’t afford this repair and the dealer has pulled the offer!!!!!
Me *dang. She really is that stupid*
: I’m sorry but you were warned, correct? We had this conversation the other day.
SC: Yes but I still wasn’t happy and I tried to work with them some more and now they’ve pulled the offer. Can you give me anything?
Me:
I’m sorry but as we told you the other day, the dealer’s offer was valid and fair.
SC:
But you are supposed to help me if the dealer doesn’t.
Me: yes, but the dealer was willing to help you. Since you refused that offer, we can’t help you any further. Sorry and good day.
Now, when people called in our process was to take their personal information including the make, model, and year of the car and also ask some questions that determined their level of customer loyalty. Then we documented the issue, called the dealer to get their side of the story and then either negotiate some kind of solution with the dealer or provide our own.
This lady calls in wanting assistance paying for a repair on her car because she can’t afford it. I go over her info to determine eligibility then ask her to hold while I call the dealer.
SC: What?! Why do you need to call the dealer? I’ve already talked with them a lot and I don’t like what they’re offering. (This is a standard response from customers so I didn’t suspect anything)
Me: It’s standard operating procedure. I have to talk to them; I can’t offer you anything unless I have.
SC: (really reluctant) Okay then, I hold while you do that.
*I call the service shop*
Me: Hi, I have Mrs. SC on the phone—she’s asking us for assistance, what can you tell me about her car?
Dealer
: Look. I have been working with her for over a month now. She keeps thinking she can get a better deal from us on this repair and I’m sick of dealing with her. We offered her a Great Deal and she turned us down. We offered her another Great Deal and that still wasn’t good enough. She does not qualify for more but, because she has been such a pain about it, our GM has offered her a Really Sweet Deal on the condition that she doesn’t try to “negotiate” any more. If she does, all offers will be pulled. She knows this. She has agreed to this.Me: *aha, now I understand the customer’s attitude when I called the dealer
* Oh, I’m sorry…will this call affect the offer?D: No, we’ll let it go—we don’t want you getting in trouble over this. The deal still stands for the moment.
*I thank the dealer and go back to the customer*
Me: Okay. The dealer tells me he has offered you a Really Sweet Deal, correct?
SC (nervously): Yes…
Me: He has also stated that if you try to change it, it will be pulled. Do you understand this?
SC (panicking): Yes I do, did he pull the offer?! Anyway, I didn’t like it and wanted you to give me something better!
Me: We can’t give you anything better that what the dealer has offered. Now, do you agree to the dealer’s offer and do you understand and agree that this offer will be pulled if you try to negotiate with either them or us again?
SC (sullenly): Yes. I agree.
Me: all right and thank you for calling.
But wait…the story doesn’t end
Two Days Later…
The phone rings. I recognize her name. Please, please, please, don’t let her be as stupid as I think she is…
SC: I can’t afford this repair and the dealer has pulled the offer!!!!!
Me *dang. She really is that stupid*
: I’m sorry but you were warned, correct? We had this conversation the other day.SC: Yes but I still wasn’t happy and I tried to work with them some more and now they’ve pulled the offer. Can you give me anything?
Me:
I’m sorry but as we told you the other day, the dealer’s offer was valid and fair.SC:
But you are supposed to help me if the dealer doesn’t.Me: yes, but the dealer was willing to help you. Since you refused that offer, we can’t help you any further. Sorry and good day.
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