Changing of the Guard

[BMWRX]

I went to my local dealership yesterday afternoon to check on the status of an order (black baby racer for my nephew - best get him into a luxury car as soon as possible) and noticed a totally different approach by the staff there. Also, I hardly recognised anyone from the sales team.

I was there for about five minutes and within that period of time I was called Sir no less than five times. And when I wasn't addressed as Sir, I was addressed by my surname.

The first sales guy toddled off to check on my order after he actively approached me to introduce himself (he was wearing a name tag, which was a new thing for sales people there), while a second one walked by about a minute later to make sure I was being looked after and when I told him that I'd already been seen to, he asked if I'd like a coffee or any further information about the car I was looking at (123d). Previously you'd almost have to sign up for the car to get any brochures or information about the cars.

One thing I didn't test them on was their knowledge of the cars. I've been in there before and copped the usual "oh, I've only been here for two days so don't quite know all the details." Well, if you don't know your product, how in the world can you sell it? I will say though that they knew where each car was in the showroom. When I walked in I enquired where the 123d is and the receptionist pointed straight to it, nestled between a 135i and a 3 series convertible. It gave off the impression that the 123d was such a great car that she'd been eyeing it off herself and knew exactly where it was.

It was a totally different approach from a dealership that gets a bit of a bashing on this forum, and I've never been too shy when voicing my thoughts on their sales team either. Perhaps the parent dealership in town has caught wind of a few comments floating around went in carrying a big stick. Whatever they did, it seems to have brought the customer service back up to what you'd expect from a luxury car dealership.

End (good) rant.

[BBK]

A dealership that on the errr... west side of town?

If it is, I totally agree! I went there last weekend looking for info on the M1 and to have another look at the Z4. Just about everyone was new! We asked for **** ' oh sorry he isn't here anymore' Then asked for another guy we dealt with 'oh... I have no idea who that is, he mustn't be here anymore'...

[BMWRX]

Yes, Richard, over our side of town. But I won't name them; all I'll say is they are on the West Side.



Wesssssyeeeed!

[x5mad]

In the 1 year I've been with them there have been at least 3 to 4 changing of the guards! The sales manager I dealt with was gone 6 weeks after I took delivery. For the latest change the parent company has 'promoted' a few people and sent them there. The sa who sold me my x5 is one of them so would be good to see familiar face.

[BMW86]

I recently test drove the X1 23d at the dealership you speak of. The sales guy who was supposed to attend to me decided to take a day off so I was left there waiting by myself for 20 minutes. The dealership was completely dead, no customers. The sales guy who stepped up was helpful though. Overall I had a good experience.

[sparoz]

Interesting - Shane's now the principal I heard? He might have initiated the changes?