Might Have Lost a Potential Customer...

"Tom McParland" (tommcparland) 01/05/2014 at 20:39 • Filed to: Customer Service, cotomer sevis, Automatch Consulting, Dodge, Charger

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...but I definitely increased my Jalop score. Here is how it went down. A friend of mine contacts me and says- "You know my Charger R/T... I got tired of it, so I sold it to my girlfriend who needed a car. The other week she spins out and gets stuck snow. She really likes the car but wants an SUV now because the RWD got her stuck. Can you get her a good deal on a Durango?"

I responded with- "Sure I can get her a good deal on a Durango but the RWD was only part of the problem why she got stuck...the 20" wheels and summer tires where mostly to blame. If she really likes the car accept for this one particular instance she should just get another set of 17" or 18' inch wheels and dedicated winter rubber. She should be fine."

An hour goes by "Dude, I talked to my girlfriend she loves that idea. Thanks, sorry for the runaround."

And this is why I'm a consultant and not a sales person. Not that all salespeople are bad but I highly doubt if she rolled into a Dodge dealer wanting to trade her excellent condition, loaded, Charger R/T for a new Durango they would talk her out of it.

Brian Silvestro > Tom McParland 01/05/2014 at 20:41

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You did the right thing. Good job. I'm so proud.

Tom McParland > Brian Silvestro 01/05/2014 at 20:42

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I take the Jalop code very seriously...wait is there a Jalop code?

Spaceball-Two > Tom McParland 01/05/2014 at 20:42

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This is awesome. The new Durangos are pretty filthy. Although the one I rode in like it had the suspension of a dump truck. Bad ride.

Brian Silvestro > Tom McParland 01/05/2014 at 20:43

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You should write a code.

Tom McParland > Brian Silvestro 01/05/2014 at 20:44

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We should all write a code.

Anima > Tom McParland 01/05/2014 at 20:44

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It's an unspoken one. But we all know it by hearth.

Jeff-God-of-Biscuits > Tom McParland 01/05/2014 at 20:46

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The first rule is you don't talk about Jalop club. I worked in a camera store for a while, and I had the same problem. I kept selling people what they needed instead of what had the best spiffs or highest price tag. Talked a guy out of a 2500 dollar camcorder and into a 700 dollar one once. Doesn't pay to be the good guy sometimes. Maybe the right thing, but not always the most rewarding.

Tom McParland > Jeff-God-of-Biscuits 01/05/2014 at 20:46

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Also the reason why Automatch is a side-gig and not a full time biz.

Zoom > Tom McParland 01/05/2014 at 20:47

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That's just good customer service, sir.

Even though you gave up a potential sale, you did your customer a solid since most dealers would hose a customer during a trade with any fresh model car. Many customers don't even realize the negative equity part of the payment they are making.

If they did, most would never trade so soon.

The trick is to make sure the customer knows what you just did for them........

Brian Silvestro > Tom McParland 01/05/2014 at 20:48

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A Grand Meeting of the Editors and Oppo Moderators must be called.

Bad Idea Hat > Tom McParland 01/05/2014 at 20:48

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It may be that I'm watching Star Wars, but I have the urge to say "Obi Wan has taught you well."

Tom McParland > Zoom 01/05/2014 at 20:50

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Yeah the dude is a friend of mine and he wants to be rid of his 300 soon, so he said he will drop me a line in a month or so.

Zoom > Tom McParland 01/05/2014 at 20:52

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Geez. Dropped a R/T Charger and a 300 within months? What's wrong with him? :-)

MooseKnuckles > Tom McParland 01/05/2014 at 20:53

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RWD with any modern traction control is fine in the winter, especially when coupled with a stability control. Don't even necessarily need to drop rim diameter, narrower winter tires are the key. Though personally I would be running through the winter on 20s just because of the increase in pot holes and salt getting at them.

dogisbadob > Tom McParland 01/05/2014 at 20:54

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Awesome story! I hope this gets reposted on the troll page

Zoom > Jeff-God-of-Biscuits 01/05/2014 at 20:57

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You have just defined why I'm in auto service instead of car sales. I'm just too damn honest.

BlazinAce - Doctor of Internal Combustion > Tom McParland 01/05/2014 at 20:58

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There should be more people like iyou, sales people included. It would probably have been much easier to simply talk them into a new car and reap the benefits, when that that would actually solve nothing, since their car wasn't the problem. You may have lost a sale, but I'll be damned if that wasn't the right sale to be lost.

Tom McParland > dogisbadob 01/05/2014 at 21:02

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Eh...after a million comments calling me an idiot about the 993 piece I'm good. :)

davedave1111 > Zoom 01/05/2014 at 21:03

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Spot on. It's good business practice not to oversell, if you plan on having a long-term relationship with the customer. You may lose one sale, which is some income this year, but if you deal with him for ten, twenty, thirty years as a result, that's worth far more in the long run.

oldirtybootz > Tom McParland 01/05/2014 at 21:08

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You definitely did the right thing. She didn't need the Durango, winter tires on the Charger should be fine.

We have a 2010 SRT8 Challenger that was traded in and I had to move it in the snow yesterday. It didn't exactly drive, but slide around the lot.

oldirtybootz > Tom McParland 01/05/2014 at 21:08

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You definitely did the right thing. She didn't need the Durango, winter tires on the Charger should be fine.

We have a 2010 SRT8 Challenger that was traded in and I had to move it in the snow yesterday. It didn't exactly drive, but slide around the lot.

M54B30 > Tom McParland 01/05/2014 at 21:12

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I would've offered her $500 for her charger since getting stuck in the snow caused the undercarriage to rust and freeze up the clutch cable ;) ;) ;)

Jk, you did the same thing I would've done

For Sweden > Tom McParland 01/05/2014 at 21:14

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Should have sold them the AWD Charger R/T in the picture, then rallied it.

Tom McParland > For Sweden 01/05/2014 at 21:15

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Doh! :D

MooseKnuckles > MooseKnuckles 01/05/2014 at 21:17

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#correction

I WOULDN'T be running 20s in the winter.

Victorious Secret > Tom McParland 01/05/2014 at 21:20

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As a man also in sales, I was taught that you need to look at what the customer needs, not exactly what they want. Cause the two rarely line up.

If you can satisfy their need at a lower pricepoint than the want, not only do you make them happy but they now know you're the guy who is on the level, and they'll come to you the next time that actually want that 'want'.

At least, thats how I do it. And its been pretty damn effective.

Rico > Tom McParland 01/05/2014 at 21:46

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Good karma will pay you back! If anything seeing that you aren't just trying to sell them stuff and really trying to help they'll want to keep coming to you.

Jayhawk Jake > Tom McParland 01/05/2014 at 22:27

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That's the kind of service that creates a future customer.

I wish dealerships would understand this. Try to pressure me into buying when I'm just browsing? You just made my shitlist when I actually buy a car. That's why I bought my Chevy at the other dealer in town...

NoahthePorscheGuy > Tom McParland 01/05/2014 at 22:36

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Nice guy AutoMatchTom

Side note... how do you get your kinja to only show your full posts and not your comments?

Icemanmaybeirunoutofthetalents > Tom McParland 01/05/2014 at 22:45

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Well you could've offered to get her what she needs and still made it worth your while. If it isn't something you'd rather do, you could refer her to someone with whom you have a relationship and added another side to your business :) just saying that being a nice person doesn't mean you can't make money outof it :)

ddavidn > Tom McParland 01/06/2014 at 00:17

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This is the sorta thing that made me fail at running my own business. But, since you have a day job, good for you! You will certainly be on his mind after his girlfriend smashes that Charger doing something silly again.

Super Nintendo Chalmers > Brian Silvestro 01/06/2014 at 00:32

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//should_have_offered_her_below_kbb_for_the_charger

TheOnelectronic > Tom McParland 01/06/2014 at 02:51

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I've actually had a number of sales people tell me that there's an easier/cheaper solution than the thing I wanted them to sell me.

It always makes me smile, to see someone passing up on making money in order to help someone out.

Tom McParland > NoahthePorscheGuy 01/06/2014 at 08:23

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Click the blue notification dude icon to go to private view, then click it again you should see something that says "Manage YourBlogName" once you click that you can select or deselect whether or not your comments and recommendations view on your blog. I have them turned off because I have a handful of people that visit my blog.

NoahthePorscheGuy > Tom McParland 01/06/2014 at 09:02

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coolio. I want to do it but I need to wait until I accidentally click this first.

Tom McParland > NoahthePorscheGuy 01/06/2014 at 09:03

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Wow...what did you say?

NoahthePorscheGuy > Tom McParland 01/06/2014 at 09:12

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I don't know. Forgive me.

NoahthePorscheGuy > Tom McParland 01/06/2014 at 09:12

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ohhhh. I just haven't clicked it in a while, its a combination of different things.

Tom McParland > NoahthePorscheGuy 01/06/2014 at 09:14

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Oh for a second there I thought you might have ended up on a Gawker cross post or something.

NoahthePorscheGuy > Tom McParland 01/06/2014 at 09:16

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Nah. I got like 200 from a Forza FP post a couple weeks back, but accidentally clicked it and then decided to just see how high I could go. I thought at first you were referencing my "coolio" comment.

Philbert/Phartnagle > Tom McParland 01/06/2014 at 14:26

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Reading stuff like this makes me feel better about humanity and you sir are an upstanding member.

PS9 > Tom McParland 01/09/2014 at 03:47

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...Why don't you own your own chain of dealerships?

Tom McParland > PS9 01/09/2014 at 06:01

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Waaay too much hassle and I don't have the capital for that.

PS9 > Tom McParland 01/09/2014 at 07:07

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:( Guess I won't be getting my used 5.0 from Automatch direct in 5-10 years then darn it.

Tom McParland > PS9 01/09/2014 at 07:36

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But when you are ready for a used 5.0 I'll help you find one at a good price. :)

Casper > Tom McParland 01/15/2014 at 14:41

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Can't blame you there. That's the honest approach. I never try to sell people on products they don't want or need and that's why I don't have to look for business (I'm in software development). In the long run the word of mouth or cosmic karma will sort it all out.

Good on you.