Customer service?

Post by **Karamazov** » Wed Jan 16, 2008 3:20 pm

Am I the only one who finds the customer service skills at their motorcycle shops lacking? I just got into Austin, TX and went over to the shop today to introduce myself, look around, and schedule my 12,000 mile service. Four guys stood by the door as I came in and wandered around - none of whom greeted me or asked if I need any help. I walked by the same four guys on my way out, said "have a good day" - no response. I had several similar experiences at my shop in Milwaukee.

I don't really need or want to be known by name at the dealer, and I'm not the type who goes in frequently to "hang out," but I expect a minimal level of courtesy the few times a year I drop in for service or accessories. I get that many of these shops are small family businesses that have no competition, and I wouldn't want them to turn into shopping malls like some of the Harley dealerships have, but come on.

Post by **AllanCook** » Wed Jan 16, 2008 6:48 pm

I'm sorry to hear about your experience. I live here and that's my dealer. I've always felt welcomed and at home at Lone Star in the four years I've done business there.

Post by **mcooperstein** » Wed Jan 16, 2008 7:07 pm

Manners is a skill that seems to be going by the wayside these days. It doesnt take much when a customer walks in to look them in the eye and say "Good to see you", or something similar, and it makes a whole lot of difference in how you feel about your 'experience' from that point on. Unfortunately, our society doesnt place much emphasis on 'social skills' these days IMHO. We seem to be in the 'me' generation..ME ME ME ME.

Give me 1967 and the summer of love anyday!!!!

Mark
-----------------------------------------
an old hippy.

Post by **mogu83** » Wed Jan 16, 2008 7:40 pm

Used to be bike shops didn't have a 'Service Department' just some guy that came out of the back, stuck out a dirty hand (maybe missing a finger or two) gave you a good hand shake and asked what you needed. If it was something he thought you could handle he would tell you to go home and do it, and maybe loan you the tools. We're talking 60s here.

Now you get to talk to the Service Manager (rarely with grease under his fingernails) who fits you in with an appointment with the technician (who wears latex gloves) who will connect your bike to the computer and tell you that your bike doesn't have a problem. Even though you feel a vibration at 4,000 rpm. Welcome to the 21st century.

I paid cash for my R1200R, 17,000+ with some stuff. At the 600 mile check I was told I had an outstanding bill of $6 because they didn't charge me enough to get the plates at motor vehicle. Six dollars after I spent $17,000+ how cheap can you get, I'll go back for service but I wouldn't spend an extra penny there.

No I won't give the dealers name.

britguy · Post by **britguy** » Wed Jan 16, 2008 7:40 pm

Alamo BMW have just moved from their San Antonio location to a new purpose built dealership (including an out door go kart track) north of San Antonio..they are also selling Triumph motorcycles........Looks like there could be some competition on the horizon

Post by **deilenberger** » Thu Jan 17, 2008 12:15 am

Not my experience at either NJ dealership I frequent. The one (Cross Country) knows me since they opened.. and the other (DeSimone) is where I bought the latest bike - and if anyone there see's me - they are sure to come up to say HI..

Post by **Dan-A** » Thu Jan 17, 2008 1:27 am

mcooperstein wrote:Manners is a skill that seems to be going by the wayside these days. It doesnt take much when a customer walks in to look them in the eye and say "Good to see you", or something similar, and it makes a whole lot of difference in how you feel about your 'experience' from that point on.

If they are young guys, you will need to hand them a video game controller and a headset, and then put one on yourself, and they will feel right at home talking to you, as long as it is through an Xbox360.

Post by **Karamazov** » Thu Jan 17, 2008 3:24 pm

I paid cash for my R1200R, 17,000+ with some stuff. At the 600 mile check I was told I had an outstanding bill of $6 because they didn't charge me enough to get the plates at motor vehicle. Six dollars after I spent $17,000+ how cheap can you get, I'll go back for service but I wouldn't spend an extra penny there.

I didn't get the impression the dealer cared one way or another if I bought my R1200R. I certainly wasn't thanked for my patronage. Perhaps they expect every bike to sell, or are comfortable in the notion that anybody who wants a BMW has to buy it from them. When I bought my Triumph, the dealer actually left me feeling that my purchase was an inconvenience for him. I'm not even a hard@ss price negotiator.

I purchased a lot of my accessories from my last dealer (I don't mind giving the name) BMW Motorcycles of Milwaukee. They were never particularly friendly, even though I was spending thousands of extra dollars at their store that could have been better spent online. I ordered a set of the engine gaurds (aluminum ones off the GS.) When I placed the order, the parts guy said "Should be in Friday, if I don't call, give us a call and check." Seriously. I never called of course and ordered the Verholen set from A&S. He called me a month and a half later to let me know my order was in and I needed to pay for them and pick them up.

Not my experience at either NJ dealership I frequent. The one (Cross Country) knows me since they opened.. and the other (DeSimone) is where I bought the latest bike - and if anyone there see's me - they are sure to come up to say HI..

You don't count Don. You're practically BMW royalty.

pneuby · Post by **pneuby** » Thu Jan 17, 2008 6:20 pm

AllanCook wrote:I'm sorry to hear about your experience.

Ditto. Stuff like this is depressing to read.

mogu83 wrote: If it was something he thought you could handle he would tell you to go home and do it, and maybe loan you the tools. We're talking 60s here.

Two words come to mind for why it's changed. . .

Liability-Which the dealer is wholly at risk for in today's litigious climate.

Lie-ability-On the part of some customer/s all too-willing to take advantage of a situation wherever possible.

Mogul, I get the sense your bemoaning the state of affairs.

mogu83 wrote:Now you get to talk to the Service Manager (rarely with grease under his fingernails)

Is that a pre-requisite to be able to do that job? While certainly most of them have a mechanical, and/or shop, background...the job is mostly about people skills, time, and cost management.

who fits you in with an appointment.

Yup. Part of that whole time/cost thing. Besides which, would you wanna be the guy who's bike was delayed due to the guy or gal who didn't have an appointment?

with the technician (who wears latex gloves)

Kind of a no-brainer for what we know about today regarding the long-term effects of the the carcinogens they deal with daily.

will connect your bike to the computer

Required in most cases, and stupid NOT to do....

and tell you that your bike doesn't have a problem.

Well, at least with what the electronics can cover!

Even though you feel a vibration at 4,000 rpm.

Dude, if you're not feeling anyvibe outta your boxer, there IS problem, LOL.

Welcome to the 21st century.

Like it, or not.

Post by **mogu83** » Thu Jan 17, 2008 10:24 pm

pneuby
Exactly my point-- things have changed, because things always change, but there is no reason to abandon basic courtesy .
I noted in the line by line answer you missed the $6 issue, which I have never mentioned until this thread came up.

BTW: Would you happen to be a dealer? If so how would you have handled a $6 billing mistake made by your shop, on a $17,000 purchase.

___________________________

pneuby · Post by **pneuby** » Sat Jan 19, 2008 5:12 pm

mogu83 wrote: ...... there is no reason to abandon basic courtesy .
...... Would you happen to be a dealer?
.......If so how would you have handled a $6 billing mistake

True, that's why these threads pain me to read.

Well, not a dealer, but I play one on TV. .

Like it didn't friggin' EXIST!

Which is a far cry from what you went through, sadly.

Post by **OU812** » Sat Jan 19, 2008 6:10 pm

mogu83, I have only been to one BMW dealer that is pleasant and friendly. Chicago BMW. My problem is they are way too far time wise to use them. So I use my local, who is OK, (parts guy is very nice!) but the owners(who are the salesmen) are very snooty. That is why I would never buy from them again.