Recently I had a terrible experience with my car dealership. I won’t go into the details, but here is a short synopsis. I bought a warrantee from the dealership and was told this would extend my “new car warrantee.” When my car needed a part replaced they put on a rebuilt part. They had suggested a new part, but said it would cost me the difference between the new and used part, which was almost two thousand dollars, even though I had bought the warrantee from them. At one point their top guy admitted that unless they sold the more expensive part, they wouldn’t make any money. All I wanted was my car fixed. I really didn’ t care if the part was new or remanufactured. They had created unnecessary conflict and stress with a good customer (me).
I sent them a letter stating my dissatisfaction with the process. I expected some type of response. Hopefully it would be one that made me feel that they were sorry, valued my business and wanted to keep me as a customer.
I received a letter from the salesman. While it did say all of the above, it also emphasized that I was wrong and they were right. I guess they won the battle, but will lose the war. The score is now… Car Dealership “1” – Shep “0”! (By the way, that score will remain until it is time for me to buy a new car. Then it will be… Car Dealership “ZILCH” – Shep “10”!)
Here is the lesson. It isn’t about winning an argument or dispute. It is about winning the customer. I wasn’t totally satisfied with what happened regarding the repair to my car. But, I was willing to give them another shot as long as they acted like they deserved it. The ONLY thing a business should worry about winning is the customer!
Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692- 2200. Email: shep@hyken.com Web: www.hyken.com