I was just wondering if, with the proliferation of websites such as this, service levels from dealers have improved over the years. It's certainly easy to slag them off if someone gets poor quality service. And though some customers do give praise when they get a good deal I'm sure that most good service goes by without any comment at all. So has service generally improved? Have dealers had to "up their game"? Or has everything remained the same over the years?
the old phrase customer is king. if i don't get treated like a human being i is oot o there. being front of house is a full on job. a bit of blowing my own trumpet here but i am told i offer excellent customer care but i know there has been days where i have failed miserably.
Completely agree. Even in my niche industry I am amazed at how the cowboys continue to do business without scruples and morals. And I'm continually amazed at how many customers fall for their con tricks then bitch about it.
I have no idea. What I do know is that thanks to this forum, if I needed a Ducati dealer in the UK I now know at least half a dozen good places to go and probably a few to avoid. The good places stick in the brain more as they crop up frequently - they are always being mentioned. The bad places may get panned but they don't get mentioned over and over. I reckon that if business owners were too dim to offer customer satisfaction in the first place I doubt whether the arrival of social media has changed anything for them as regards their attitude. But those doing a good job are probably busier than ever.
some customers a total cocks. just off the phone to one who didn't turn up. booked in for approx 4hrs didn't show apparently he sold it last Thursday. didn't think to phone i have knocked back another job this morning. just cost me £160. keep smiling fin keep smiling.
i dislike it also. but i still manged to keep the heed and maintain his custom. on another day who knows.
Fortunately I don't have to deal with the great British public. I have no doubt that businesses can be damaged enormously from bad online feedback. People just won't put up with crap these days, which brings me back to my first point.
not that I have noticed been by far the worst new bike experience (bike aside) buying the 899 got so many outstanding issues, that are requiring constant chasing of the dealer some nice guys there, but unless shit starts getting resolved will start kicking off soon
Customer service has declined, BUT you can find gems thanks to the internet and also weigh up if that service you got was an off day and worth another visit or is how they usually operate and opt to go elsewhere. As an "on topic" example, out of the four motorbikes I have last bought, all of them I started the initial looking for a bike at Fowlers - simply put, they have the most stock and carry the most manufacturers as official dealers so I always go there - plus there are a lot of other bikers around the place generally to get opinions on servicing/reliability/possible interest in your trade in bike. Out of those four visits I have never bought a bike from them at all, 1 ended up at Kawasaki round the corner, the other 3 all at Riders. That was exclusively down to the lack of interest from sales people I dealt with. I am spending (on last occasion) £13K on a bike, then I suggest you pull your finger out your backside and talk me through the bikes features or offer a test ride. I am not sure if it's because I look like I don't have enough money or something? No idea, doesn't seem to bother Riders and they have always been good as gold with me, purchase or dealing with problems. Same experience was also gotten when buying a new lid - though I still bought it there are they are the only stockist of what I wanted from a list of options locally anyway and was a bit of discount on the day too - but the lad really just sort of showed me the lids as I listed them off, took no time to recommend other options, why try harder eh?
