I may be to critical when breaching the doors of a Motorcycle dealership. I say critical because almost immediately I start to grade an establishment based on how they interact with me the customer. I have a mental list of shops I don't visit based on my experience unless I have to.
It seems that since the economic collapse, things have been going down hill in the area of customer service and sales. I might add that all of this is my opinion based on what I experience.
I understand that some business's had to downsize and many shops that grew to epic proportions during a great economy had no alternative but to make hard decisions. The thing that I don't understand is compromising quality in sales people and customer service.
In my mind, a sales person should be the front line as to product knowledge combined with true enthusiasm while being a good representative of the establishment. I hate to see a sales person sitting at there desk playing games on there phone or reading a book. There time would best be served reading about there product or making the place presentable. It is a job after all.
I stopped into my local Triumph dealership last summer to ask a tech question and was greeted by a salesman. He asked if he could help me. I replied, actually, I have a tech question and was wondering if I could speak to a service person or possibly a Tech. Uh.... no, the tech is busy and the service manager is out. Maybe you could ask me. Fair enough. I told him that I have a 2010 Tiger 1050 and I have some questions regarding the pipe that I was about to install. Before I could get the question out, he asked if my bike was fuel injected. I looked at him and said, really? You sell these things right? Ya, we have some pretty ones on the floor and maybe you'd be interested in a new model since your having problems with yours.
Really?
I would have thought the appropriate response would have been, Good question, let me see what I can do for you. Maybe write my phone number down along with the question so that the service manager or Tech could call me later with an answer.. Maybe go to the service dept to see if the tech was actually busy.
It seems that customer service is slipping away or at least in my area. It seems that more and more low effort individuals are working at customer service related jobs. Maybe it's just me.
There is nothing better than to talk to someone that is even more interested in what I need or want more than me. Teach me something! Inform me! It's your livelihood and it's my passion.
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