OK. I didn't want to hyjack CAT HOG's thread on dealers... so I started this thread. Some have listed examples in his thread, but I'd like to hear from as many as possible. My questions are "what makes a bad dealer bad?" And conversely, "what makes a good dealer good?" What do they do or not do in your mind to keep you loyal or risk your business?
nhsnopro
a good dealer to me is 1 they must have parts. 2 u have to be able to talk to them with out them giving u the dumb look. 3 they have to give good deals and be good to deal with if u buy all your stuff from them. 4 if u buy used sleds from them the should give u a better deal the second and third time around. this is just my 2 cents
A very good parts guy, nothing like walking and telling the parts guys I need a part that looks like blah blah and he comes back with the exact blah blah part.
Also being able to walk in and talk directly to the mechanic.
It is the stuff after the sale that counts, can always find a good deal but if the deal does not give service the good deal is useless.
Also being able to walk in and talk directly to the mechanic.
It is the stuff after the sale that counts, can always find a good deal but if the deal does not give service the good deal is useless.
There's one thing that will turn me away from a dealer these days. I used to tolerate it, because I thought there was no other choice.
That one thing is lies.
Example... I need a part. I need to be able to buy that part in time to get it on the machine to have it rideable by the next weekend.
I order the part. But, I ask when it will ship or be available.
I explain to the order taker that I will buy the brand new part anyway, but if it isn't available by next weekend I need to know now, so I can source out a used part or do a make-shift fix and hope it works so I don't miss any riding.... But will still buy the brand new part.
There are after all only so many weekends of snow to ride on. So missing one weekend takes a huge chunk of riding out of a season.
So... The person assures me the part will be there by Friday without question, swears by that statement, etc. OK fine. I don't need to source out the part or attempt a fix for the Tuesday, Wednesday, & Thursday, because this person is 100% sure I will have the part in my hands on the Friday.
I call on that Friday, the person who originally took my order is on vacation. The other person I have on the phone now offers to help me. Well, this person looks up the info, and proceeds to tell me that the part has been on backorder for 3 weeks, and that this information would've been available to the person who originally took my order. bang your head
So... Because the original person either lied to me, or didn't care enough to find out if it was back-ordered, or to call me when he found out it was backordered... I obviously lost a weekend of riding because it was now too late to source out a used part or figure out a make-shift fix.
For me, it's not all about price... It's all about the ride... And being able to ride as much as possible when there's snow on the trials.
I understand it's a pay to play sport, and I don't mind paying a little more to support my dealer if I get the customer service that money is supposed to buy.
Also, no dealer has ever burned me, that I know of. It's about being honest, and about understanding that losing riding time because of them is a major foible.
So for me... Yes... Quality of service, parts availability, expert knowledge, etc. are all critically important too and most dealers I've been to have a lot of this going for them.
But they can blow all of that away if they aren't honest and if their lies costs me riding time.
That one thing is lies.
Example... I need a part. I need to be able to buy that part in time to get it on the machine to have it rideable by the next weekend.
I order the part. But, I ask when it will ship or be available.
I explain to the order taker that I will buy the brand new part anyway, but if it isn't available by next weekend I need to know now, so I can source out a used part or do a make-shift fix and hope it works so I don't miss any riding.... But will still buy the brand new part.
There are after all only so many weekends of snow to ride on. So missing one weekend takes a huge chunk of riding out of a season.
So... The person assures me the part will be there by Friday without question, swears by that statement, etc. OK fine. I don't need to source out the part or attempt a fix for the Tuesday, Wednesday, & Thursday, because this person is 100% sure I will have the part in my hands on the Friday.
I call on that Friday, the person who originally took my order is on vacation. The other person I have on the phone now offers to help me. Well, this person looks up the info, and proceeds to tell me that the part has been on backorder for 3 weeks, and that this information would've been available to the person who originally took my order. bang your head
So... Because the original person either lied to me, or didn't care enough to find out if it was back-ordered, or to call me when he found out it was backordered... I obviously lost a weekend of riding because it was now too late to source out a used part or figure out a make-shift fix.
For me, it's not all about price... It's all about the ride... And being able to ride as much as possible when there's snow on the trials.
I understand it's a pay to play sport, and I don't mind paying a little more to support my dealer if I get the customer service that money is supposed to buy.
Also, no dealer has ever burned me, that I know of. It's about being honest, and about understanding that losing riding time because of them is a major foible.
So for me... Yes... Quality of service, parts availability, expert knowledge, etc. are all critically important too and most dealers I've been to have a lot of this going for them.
But they can blow all of that away if they aren't honest and if their lies costs me riding time.
a good dealer is one that strives to help it's customers(anyone standing in their shop requesting their services). sleds are not ready to go when pulled from the crate,they need to be set up properly(oil injection adjustment,track adj.,ski alignment and other associated proceedures).he is intitled to be paid for these services and should be. he should always remain honest with the end users(customers)and if he can't answer a question correctly then call and get the needed information.going the extra mile secures customer loyalty and repeat business. a poor dealer is what this market place doesn't need,one who sells at cost and does nothing in the way of proper set up because there is no money in that business practice(hence low paid help who don't care about helping the customer get whats needed to get back on the trail in a timely manner) the dealer base will continue to drop in the future due to low profit margins,selling at paper thin margins and being weather dependent. only good dealers will survive and if we have one now support them and if not find one.your loyalty will gain you some price breaks now and then and added services that go beyond your expectations and thats what makes a good dealer imo.
Having bought 3 bikes and a 4-wheeler in the past 4 years, here's my $.02.
1.) Product knowlege. Of course you should know what you are looking for coming in the door.
2.) Polite sales people, before and AFTER the sale.
3.) Knowlegable parts people. Parts department in general.
4.) PRICE!!!
5.) SERVICE DEPARTMENT/WARANTY REPAIRS.
6.) Goes out of their way for a return customer.
7.) Goes out of their way to retain your business.
8.) Tons of accessories, helmets (More than 3-4 brands), gloves, goggles, shields for the helmets they carry.
Any dealership that want's return business, should take care of any problem you may have without question. They should also try and waranty as many issues as possible.
Making of a bad dealer:
1.) Rude sales people, because it's the only place within 100 miles to get what they have. They have you by the short and curlys and they treat you as such.
2.) Trying to sell you crap you don't need, or want.
3.) -2, through 7 from above - just the opposite.
1.) Product knowlege. Of course you should know what you are looking for coming in the door.
2.) Polite sales people, before and AFTER the sale.
3.) Knowlegable parts people. Parts department in general.
4.) PRICE!!!
5.) SERVICE DEPARTMENT/WARANTY REPAIRS.
6.) Goes out of their way for a return customer.
7.) Goes out of their way to retain your business.
8.) Tons of accessories, helmets (More than 3-4 brands), gloves, goggles, shields for the helmets they carry.
Any dealership that want's return business, should take care of any problem you may have without question. They should also try and waranty as many issues as possible.
Making of a bad dealer:
1.) Rude sales people, because it's the only place within 100 miles to get what they have. They have you by the short and curlys and they treat you as such.
2.) Trying to sell you crap you don't need, or want.
3.) -2, through 7 from above - just the opposite.
don't think i need to add much.. a good dealer, will help you anyway he can, have a knowledgeable parts man, good mechanics, and willing to stand by both his products and service... new and used..and especially his service, cuz with out that, he's just a salesman, lookin to take ur money, anyways he can....
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