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Strategies & Market Trends : Charts & Scans -- Ignore unavailable to you. Want to Upgrade?

To: Jeff Jordan who wrote (2986)	6/27/2003 7:46:38 AM
From: robert b furman	Read Replies (1) \| Respond to of 5125

Hi Jeff, I lightened up just a little more on KVHI. Reduced my margin now can stalk the prey. Maybe try sleeping better also.GG It is too bad thatdealer is so shitty. When a customer has a repeat problem at my store (doesn't happen too often) I usually talk to them. First off we fix it and then I drive it home.I give the customer my home number and cell phone number. If he calls me - someone's ass is in trouble or it is just a bad truck. If it is so bad it can't be fixed - I'll get the factory to buy it back and I'll sell them another at zero mark up.If the factory wont buy it back I will. Just had a customer who bought a new truck with a bad door - it didn't fit the roof panel right.Body shop thought it was a roof problem - I said don't touch it call the factory. Rep came out and said it was the door - he was right.We scared the hell out of the customer by saying the cab was built wrong. I met with the customer - told him to pick out any vehicle on my lot and I'd sell it to him at absolute cost buy back his trade,take it to auction ,and give him every penny it sells for. He looked at me and said you are relly serious about pleasing me aren't you? I told there were two ways you'll learn to like your truck: 1) replace it, but that will cost you money-and I'll minimize it as best I can 2)Let me fix it and put 50,000 on it - then you'll know it is a good truck One takes money and one take time. He said how long would my offer be good - I said as long as you own that truck. If an owner just talks to a customer - they can reassure the buyer that they haven't been screwed on what ALWAYS is a major purchase. Sounds like that dealer needs to have a good dealer next to him.It would be a good way to drive him broke. I'm not trying to brag by telling the story,rather it is important to find a good dealer and them be loyal.The hardest vehicle to price in the worl is to a repeat customer.If you were to lose a repeat customer - that's how I lose sleep. Hope you put 50,000 miles on that truck with out a problem and screw that dealer!!!!! Tell every one you know to look out!!! Bob