by "BugEyedBimmer - back in the Saddle Dakota Leather" (bugeyedacura)
Published 06/29/2017 at 22:34
by "BugEyedBimmer - back in the Saddle Dakota Leather" (bugeyedacura)
Published 06/29/2017 at 22:34
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STARS: 5
The night before the end of the month and I get a bad survey. And the question that murdered my survey? “Did your salesman follow up after your purchase?” And the bastard puts no. When I have notes and recorded calls that I did follow up. Fuck that dude man. Fuck all customers. And fuck anyone who says that salesmen are the bad guys.
"CRider" (crider)
06/29/2017 at 22:38, STARS: 15
The better question is why surveys affect your pay at all.
"BugEyedBimmer - back in the Saddle Dakota Leather" (bugeyedacura)
06/29/2017 at 22:40, STARS: 0
Because surveys affect how the dealership is paid. See now manufacturers tie as much as 2/3 of the profit in a car to the CSI level of the dealership. To them, I’m not pulling my survey weight. And if they don’t get paid, I don’t get paid.
"Chan - Mid-engine with cabin fever" (superchan7)
06/29/2017 at 22:43, STARS: 0
It’s the game, not the playa!
"Cash Rewards" (cashrewards)
06/29/2017 at 22:43, STARS: 6
The whole system sucks. What if that was an honest mistake on that dude’s part? Or he missed the message, hasn’t cleared out his voicemail yet? Missing out on serious money for shit like that is a broken method.
"BugEyedBimmer - back in the Saddle Dakota Leather" (bugeyedacura)
06/29/2017 at 22:45, STARS: 1
We’ve had that happen. And the people ask to do it over. And manufacturers won’t let them. It’s their way of not paying the profit forward to the dealership.
"CRider" (crider)
06/29/2017 at 22:50, STARS: 1
What if the buyer doesn’t complete the survey?
"Cash Rewards" (cashrewards)
06/29/2017 at 22:55, STARS: 1
That’s so fucking messed up.
"BugEyedBimmer - back in the Saddle Dakota Leather" (bugeyedacura)
06/29/2017 at 22:56, STARS: 0
All I need is one survey a month to get my bonus. And my average has to be over 98.1.
"CTSenVy" (CTSenVy)
06/29/2017 at 23:09, STARS: 2
That’s why when I got a new pickup I asked the sales guy how he wanted me to do the survey. I got burned by a customer trying to get out of his bill once at work by giving every question on a survey a zero. It didn’t work but I still carried that bad survey for a few years and it was held against me in every 6 month evaluation.
"yamahog" (yamahog)
06/29/2017 at 23:26, STARS: 1
so fwiw, (idk if you already do something like this or if you’re not allowed), after I bought my Camaro, once the whole deal was square and everything was good to go, my sales guy explained to me the whole nonsense with the surveys in a way that wasn’t pushy and made me sympathize with him (on top of having an all-around good dealer experience anyway) so I’ve given him and any other Chevy dealers/service departments high ratings ever since because they haven’t done anything egregious enough to warrant anything lower.
Most people don’t get how much is on the line with those numbers and questions, and sometimes expressing it in a way like “yeaa it’s a pain but this is how they make sure I’m doing everything I can to make this a pleasant purchasing experience and they only think you’re happy if you’re 5/5 stars happy” helps.
"BIGBLOCK472 - wide and bizarre" (bigblock472)
06/29/2017 at 23:42, STARS: 0
Just wait a few months down the road and sign him up for a real estate agent to call him about a property on Zillow/Trulia/etc. and then do the same thing with lending tree. He’ll get hundreds of calls. And then buy him a subscription to some raunchy gay porn magazines using a visa gift card to be sent to his address. Or even just FB stalk him and leave a bad review for him at his job. They’re all dick moves, but hey...
"FTTOHG Has Moved to https://opposite-lock.com" (alphaass)
06/29/2017 at 23:52, STARS: 0
The whole system is a mess. I’ll either give all top marks with the survey or just not do it at all if I wasn’t happy. Even if I do have an issue it isn’t fair that people get docked pay because of a bad survey score. I’d rather just take my business elsewhere.
"ttyymmnn" (ttyymmnn)
06/29/2017 at 23:56, STARS: 1
"CRider" (crider)
06/30/2017 at 00:22, STARS: 0
That’s severely weighted against you, but if it’s a bonus you should never take it for granted. At least you aren’t just some hourly employee at a company owned car store!
"2Fast2Furious: Rotary Powered" (2fast2furiousfc3s)
06/30/2017 at 00:24, STARS: 0
I don’t hate salesmen, but you targeting a customer at what is clearly a fault with the system isn’t really helping, I know I wouldn’t want to go thru all the hoops dealers want after purchase, I can’t stand the hoops before purchasing. Dealers make it hard for salesmen and customers, I guess since your internal you may forget all the hassles brought on by just walking into a dealership
"AMGtech - now with more recalls!" (amgtech)
06/30/2017 at 00:48, STARS: 2
They call it a bonus, but a salesman’s base pay is hardly a living wage without the CSI bonus.
"CRider" (crider)
06/30/2017 at 00:58, STARS: 0
Something something business model...
"AMGtech - now with more recalls!" (amgtech)
06/30/2017 at 01:31, STARS: 0
Yeah... Let’s just say I wouldn’t be in this line of work if I were paid off of surveys.
"Khalbali" (khalbali2)
06/30/2017 at 01:42, STARS: 0
Second what AMG tech said, in the real world everything is a “bonus” but at least when I was in sales, I had no base salary and usually made $100 per sale (the minimum commission) and everything else is volume bonuses, csi bonus and spiffs. So unless you can live on $1200-1500/month, those “bonuses” are your life.
"BugEyedBimmer - back in the Saddle Dakota Leather" (bugeyedacura)
06/30/2017 at 06:50, STARS: 0
If you don’t want hassle, don’t do the survey. Especially considering he gave me 5s for everything else and he was happy when he left. I also explained everything to him.
"Demon-Xanth knows how to operate a street." (demon-xanth)
06/30/2017 at 08:00, STARS: 5
Customer satisfaction surveys:
Top scores or everything else is meaningless.
Employee reviews:
If you want more than the middle score you have to be Jesus, Allah, and Vishnu rolled in one.
"Eric @ opposite-lock.com" (theyrerolling)
06/30/2017 at 08:47, STARS: 0
NPS/NPI is a fucking plague. Getting 5/5 on everything is critical for a whole slew of things in a bunch of businesses. It’s to the point that people give out fliers and coach you on how to answer them. Tell you to call them if you’re thinking anything deserved less. Worst system ever.
It’s also lame that they expect +100 out of people, while companies can scate with 0 (average) to 50 (apparently right around the highest a company will ever get) from people intimately familiar with them. They should be held to the same standards.
"bob and john" (bobandjohn)
06/30/2017 at 08:56, STARS: 0
so...you blame a guy who could have just missed the voice mail/email got sent to junk... instead of what sounds like the MOST broken system in the world? guy. dont be dumb.
"Jayhawk Jake" (jayhawkjake)
06/30/2017 at 08:57, STARS: 0
Pay depends on a customer rating and can be affected (presumably) automatically by that system = fuck the customer?
I mean, it sucks they lied but it sounds like something deserves attention here and it isn’t the customer
"haveacarortwoorthree2" (haveacarortwoorthree2)
06/30/2017 at 09:04, STARS: 0
One customer does something wrong. The reaction is “ Fuck all customers. And fuck anyone who says that salesmen are the bad guys.”
Yet a sales guy years ago tries to cover up the fact that they used the wrong compound on my brand new car when prepping it for delivery and ruined the paint on one quarter panel. He then has that quarter panel repainted without telling me — remember, I just bought the car so it’s mine. Of course, I immediately see that when I go pick up the car and have to argue with him and the GM, etc. about it. So I guess my reaction should be “fuck all salesmen. And fuck anyone who say that salesmen are the bad guys”?
Look, I know you were just ranting and didn’t mean it. But honestly, your reaction doesn’t help give car salesmen a good name. (BTW, my last two car purchases went so well, I actually left FB reviews for the dealers and became friends with one of the sales guys.)
"BugEyedBimmer - back in the Saddle Dakota Leather" (bugeyedacura)
06/30/2017 at 09:22, STARS: 0
Dude. If I was anything but a car salesmen, you’d be backing me up in a heartbeat. Quit acting like I did something wrong. If you lost a chunk of your paycheck you’d be pissed too.
"BugEyedBimmer - back in the Saddle Dakota Leather" (bugeyedacura)
06/30/2017 at 09:23, STARS: 0
And it wasn’t voicemail. This guy had two live phone conversations with myself and a manager after he bough. And both times the survey was explained to him. This is just spiteful shit for no reason.
"BugEyedBimmer - back in the Saddle Dakota Leather" (bugeyedacura)
06/30/2017 at 09:32, STARS: 0
“It sucks that they lied”. Yeah, it sucks over a grand worth. Money that could feed my family. And the system is broken, but we explain to customers how it is and what it means when things like this happens. This guy it was explained to multiple times.
When someone lies on a survey or offhandedly gives a bad answer when they know it will affect how you feed your family, that’s a shitty human being.
This is the second car this guy has bought this year. So on top of my teams explanation of the importance, he’s been through it somewhere else too. He knows.
"BugEyedBimmer - back in the Saddle Dakota Leather" (bugeyedacura)
06/30/2017 at 09:35, STARS: 0
Look. If it was just a score that’s one thing. But when you lose over a G out of your paycheck, and you explain to a customer that fact before the fact, that’s not cool.
"2Fast2Furious: Rotary Powered" (2fast2furiousfc3s)
06/30/2017 at 09:54, STARS: 0
Still, he’s not an asshole. I bet he didn’t know what would happen to you if he put that 0, and if he did then there was probably a reason. In any work environment the customer is always right, even if theyre wrong
"Jayhawk Jake" (jayhawkjake)
06/30/2017 at 11:08, STARS: 0
So stop selling to him? I think it’s bullshit that your pay is determined by a survey, but it’s also bullshit to blame the customer alone for the shitty way your employers handle your pay.
"E92M3" (E46M3)
06/30/2017 at 11:13, STARS: 1
That sucks man. The customer satisfaction surveys are just as stupid as Uber’s rating system. If you have to coach every customer to give you 5 stars, what’s the freaking point? 4.6 average and the driver can be fired. The data they are collecting is absolutely useless, unless the intent is an excuse to not pay people what they are actually worth.
Besides, people are idiots. Some will never give a perfect score, even if it was a great experience. Others are just impossible to please.
"merged-5876237249235911857-hrw8uc" (merged-5876237249235911857-hrw8uc)
06/30/2017 at 13:14, STARS: 0
Maybe a silly question, but have you seen the actual survey results, or was it just stated to you from someone else? Do you think they’d be so low as to BS you so you take a hit?
"BugEyedBimmer - back in the Saddle Dakota Leather" (bugeyedacura)
06/30/2017 at 20:12, STARS: 0
“The customer is always right, even if they’re wrong” is a great attitude when it comes to treating customers. But when it determines how you’re paid it’s very different.
"BugEyedBimmer - back in the Saddle Dakota Leather" (bugeyedacura)
06/30/2017 at 20:13, STARS: 0
I get the survey results on my phone. We all do.
"merged-5876237249235911857-hrw8uc" (merged-5876237249235911857-hrw8uc)
06/30/2017 at 20:25, STARS: 0
Well that’s a good thing, that really blows that one question can harpoon your commission like that, I’d be pretty pissed too. Can you talk to the customer about it, not in a way that you’re telling them to change their score, but to dig to the bottom of it to find out why they marked you like they did? Maybe as a “hey I’m trying to improve my customer experience and unnoticed you marked.... can you tell me a little about why you marked that and what incouldve done differently?” Something like that. I know as a customer,I’d have qualms giving feedback if I was asked in a civil way. Might be worth a shot?
"2Fast2Furious: Rotary Powered" (2fast2furiousfc3s)
06/30/2017 at 20:38, STARS: 0
I get it affects your pay but it’s the business your in. Learn this, the customer in your work is valued more than anything else, and you cannot forget that. Maybe even after the whole thing the guy decided that you didn’t do everything perfect and gave you a score to reflect that, without the understanding that it’s all or nothing. I cannot see myself respecting or thinking for any car salesman on the job because of my experiences with them (it would be different if they were friends or not selling me a car) so I could see myself, especially after my last run in with a salesman, giving a bad rating without thinking about such
"bob and john" (bobandjohn)
07/01/2017 at 15:09, STARS: 0
No, id be pissed too. Not saying you dont have reason to be. But maybe he just forgot? System issue.
Just saw other comment.. Ehh. If the manager knew about then something is up. Either way it’s bullshit.
"Dr. Zoidberg - RIP Oppo" (thetomselleck)
07/03/2017 at 21:36, STARS: 0
This is really bizarre. I’m paid by how much people purchase from me, because that makes the company money. The most important review I have is the one my boss gives me at the of a sixth-month period. Customer satisfaction matters, but I let referrals and return customers do the talking, not surveys.
"BugEyedBimmer - back in the Saddle Dakota Leather" (bugeyedacura)
07/03/2017 at 21:49, STARS: 0
Probably because the product you sell has abnormal price structure. Your company buys (or manufactures) for price A, and sells for price B (or as close as you can get them.
Auto manufacturers keep building less straight profit into cars, and keep moving it into “holdback” which has qualifiers such as CSI scores and sold unit levels. Trust me, as shady as the dealers can be, the manufacturers are just as bad.
"Dr. Zoidberg - RIP Oppo" (thetomselleck)
07/03/2017 at 21:50, STARS: 0
So you’re trapped in some elaborate pyramid scheme
"BugEyedBimmer - back in the Saddle Dakota Leather" (bugeyedacura)
07/03/2017 at 21:51, STARS: 0
If you combined a franchise model from hell and a pyramid scheme, you would get the auto industry.
"Dr. Zoidberg - RIP Oppo" (thetomselleck)
07/03/2017 at 21:54, STARS: 0
Seems like a stressful way to make ends meet. You should sell things that will directly lead to your commission under more favorable circumstances!
"6691 zapS" (6691-zaps)
07/06/2017 at 18:06, STARS: 0
Time to move on, man. Sell something else.
How much do you make a Month? 2500-3000? More or less?
Bonus is Bonus if you can’t live comfortable w/o it, time to move on.