How much does customer service influence your purchasing?

[Stozz]

I had a bad experience today at a well known 4wd accessories store. To the point that we have cancelled our order for a significant purchase which was likely to be the first of many items we need for our new car.

The sales rep was arrogant, dismissive and a know it all.  He even took it upon himself to criticise some decisions we have already made about the car - and for what purpose? It certainly wasn't a way to gain the respect and trust of a potentially long term genuine customer. He didn't know his products well either. This was the third negative experience we have had with this same store so for us it is three strikes and you're out. 

I later went to another 4wd store and had brilliant, attentive and not-pushy service. These guys will be getting our business for all the accessories we have planned. 

I am intereted to know if others are as influenced by good or bad service when making their purchases? Even if it means walking away from the initially desired and reputable products you had planned.   

[scarps]

I had a bad experience today at a well known 4wd accessories store. To the point that we have cancelled our order for a significant purchase which was likely to be the first of many items we need for our new car.

The sales rep was arrogant, dismissive and a know it all.  He even took it upon himself to criticise some decisions we have already made about the car - and for what purpose? It certainly wasn't a way to gain the respect and trust of a potentially long term genuine customer. He didn't know his products well either. This was the third negative experience we have had with this same store so for us it is three strikes and you're out. 

I later went to another 4wd store and had brilliant, attentive and not-pushy service. These guys will be getting our business for all the accessories we have planned. 

I am intereted to know if others are as influenced by good or bad service when making their purchases? Even if it means walking away from the initially desired and reputable products you had planned.   

absolutely agree and had a similar experience with a well known 4wd store myself.
Had just bought a new 4wd and was looking to set my new purchase up with aftermarket gear.
The sales guys did everything from make jokes about my purchase (because it wasn't a Toyota or Nissan) to tell me good luck trying to find anything to suit.
To date I've now spent over $6k on aftermarket gear with other 4WD outlets that were more than happy to help me and I will easily spend another 2 or 3k in the next 4years. Much of what I purchased could have been done through these guys if they were interested.
My son who recently also bought a new 4wd (Nissan) has also avoided them and spent close to $5k elsewhere.

I contacted their head office, left messages, emailed through their website, given promises that someone would contact me. To date no reply.
Needless to say, when I talk to 4wd'rs in a similar set up situations, these guys don't get my recommendation, nor our hard earned.

[brickiematt]

Was talking about this at work today.
For me, good customer service is everything. I'll shop around for a product, but will always end up buying from the place who I think had the best customer service, even if they don't have the lowest price.
Good customer service will also ensure my return to the store in future, and to recommend them to others.

[Brumbypt]

Some times I dont want help, and I just wanna browse..

last week when I went in to buy a Lawn mower, I found the model I had researched on the net, the kid salesmen came up to me, we chatter and the deal was done and signed in about 10 mins. He did  a reasonably good deal for me straight off and I thought overall the service was good. Another worker there overheard I wanted a Bullbar for my mower and he went and got it for me to show me the box to make sure it was the right one.

I was happy..


iPad with IOS 7.02 using Tapatalk HD

[Sun Boy]

Hi,

It means a lot to me. A good example is the purchase of my Customline. I liked the product and narrowed down to 2 manufactures. Ended up going with Customline based on service provided by Ian. Ian took the time to explain all my questions, make suggestions based on my requirements and was always friendly and helpful. Service provided made me feel like it was the right decision and would have the follow up support if needed.

Sun Boy

[alnjan]

The product gets me in the store, the service makes the sale

[Sun Boy]

The product gets me in the store, the service makes the sale

Spot on. Exactly my experience.

[xcvator]

It certainly influences me. I just point blank refuse to go into "Hardly Normals" shop in  Frankston any more. Service in the electrical dept is NON existant 

[Daz7]

I contacted their head office, left messages, emailed through their website, given promises that someone would contact me. To date no reply.
Needless to say, when I talk to 4wd'rs in a similar set up situations, these guys don't get my recommendation, nor our hard earned.

Funny I had the same experience. State sales manager will call you with regard to your complaint, still waiting....

We're currently setting up our Jeep and I've tried to buy from the local retailers. Some of them Jeep specialists, so we're their niche.
Try to throw cash at 4 separate retailers, all have similar atrocious service levels.
Retailer 1, just doesn't invoice you so you can complete the order and receive goods.
Retailer 2, sends out wrong product, thus leading to a long drawn out process of continuous phone calls 7 days apart chasing up the order. Took 6 weeks to get a replacement.
Retailer 3, can't get information regarding a product we're wanting to order. Sales staff can't be bothered looking up anything other than the public website for info, all too hard. Order suspension kit, included bolts in kit are a completely different size to the nuts.
Retailer 4, doesn't have part in stock will call back with ETA. Phone call never arrives...
 
Sorry, my dollar appears as if its going overseas. I get much quicker shipping and far, far better customer service. Most of the time its also cheaper.

[Mace]

The old saying " the customer is always right" seems to be forgotten by many customer service staff now. Even if  I knew the customer was off track, i always approached a sale with the view of "this is what you want, this is what I can deliver to meet your exact requirement, or what I could supply at a similar cost that mite be better".

7 times out of 10, the customer went with my recommendation.



The key is not to knock the opposition. Respect others in the sales game. The same respect for others as a sales person and knowing what they sell and your point of difference  is the main advantage you have. Unfortunately, most main stream salespersons now couldn't give a rats because they could be selling cell phones one month and bull bars the next.

So, as a customer, you need to do your research and build a relationship with businesses you can trust. Research is done via legwork, referrals from those you know, or via contacts built up by meeting like minded others (via myswag for example).

So, the other old adage, "buyer beware" is very relevant. Don't be a "wood duck", ask questions, seek endorsements from others, don't say "yep,yep,yep" at the first quote.

Oh, and stozz, they wouldn't have got past two strikes with me.

[scarps]

[Bird]

The old saying " the customer is always right" seems to be forgotten by many customer service staff now.

Your assuming they are trained..

[elle.mac]

xcvator - hear you on that company but in a different location - trying to order in a fridge and as we are 4hours drive away attempting to get updates required me prompting the sales girl via email for them...thankfully now Im dealing directly with the manager and no more emails from me wanting updates they are sending them now


I refuse to buy from a particular business - just to get the extra bonus items that was meant to come with my generator last year took 6months, promise when i rang and spoke that it would be a month, follow up emails read but ignored only when a complaint made to fair trading did i suddenly get them express posted...Other half has been told not to buy tools from them as I refuse to spend money if simple customer service cannot be given.

[fishfinder]

A good helpful friendly sales person just about always wins a sale from me. But when you come across a salesperson that appears to have no care factor and are arrogant is it because their managers that get a bonus for hitting sales targets treat the sales team the same way the sales team treat the customers, most of the time it is the case. You will find most of the time if you come across a good helpful sales person you will mostly find that their managers or team leaders are also just as helpful.

[D4D]

Selling is about building a relationship with the customer, no relationship no sale...

I think a lot of these 4wd sales guys forget how much money people are actually spending when they come into a store. To them a new 4wd fit-out of bar, suspension, dual batt etc is common but to us it probably only once or twice we do it.

[02-SR5]

I read another story on another forum about a bloke and his H1 Hummer.

He was about to drop 10k in their store when he over heard one of the sales staff talking to the other member of the store.

Things like, this bloke must be a wanker, that H1 is a POS and not as good as a his Patrol.

Nearly $20,000 dollars walked out the door, as he and his mate were, another H1 owner were going to order two of everything, and Australian companies why we the consumer buy online.

[bodgie]

I own a Jeep so you get used to sales people thinking you're an idiot for not buying something Japanese.

I've even heard of some sales staff refusing to serve Jeep owners as they "hate" Jeeps.

[cogze]

you will forget the price long before u forget the service.mark

[Nay-DMAX]

It is a huge factor for us and we have both walked out of stores a local 4wd place I had gone in on one occasion left with nothing for not great service and BF went in another time I sat in the car said I am not going in there he was back out under 5 mins same thing. 

xcavator and elle.mac we have not shopped at said local store for over 10 years for poor service every few years go in to look think we give them a chance nup still disappointed.

Anyone who has read about our canopy non purchase (posted by lino6) will know how poor that customer service ended up the worst part about that was the rep was good at what he does selling the product at shows his customer service then was great so I hope that not too many others have the same problem as us because of this.

For me it is anything I am purchasing whether it be 4wd stuff my recent horse yards anything I want good service and I don't want to be ignored because I am female I might not know the most about the product but I usually will have researched and can ask questions.

[achjimmy]

Big influence for me when it comes to something as important as fitting out your car.

Probably two of the worst retailing expriences of my life have both happened in large 4WD accessories stores. One I was trying to obtain service from the Head office store to correct something and the other i was just browsing in a Canberra store. If wasn't for the excellent service I recieve from their local franchise stores and online rep I would never go near there products no matter how good they are.

Stozz don't let it steer you away from the product if its what you want. Find another store or go over them to the respective head office.

[Stozz]

... when you come across a salesperson that appears to have no care factor and are arrogant is it because their managers that get a bonus for hitting sales targets treat the sales team the same way the sales team treat the customers, most of the time it is the case. You will find most of the time if you come across a good helpful sales person you will mostly find that their managers or team leaders are also just as helpful.

This is absolutely true in this case.  We stopped going to this store about 4 years ago due to the owner/manager's attitude and arrogance.  When the store moved to a new showroom and location, we thought we would give it another go. Stozzman had a bad experience with him a few weeks ago when he went in to do research and get quotes - the owner was talking (yelling) over his head to other customers, for example.  So when I went back and was treated with similar irreverence and arrogance by a junior staff member, I can only assume he has learnt his trade from the boss. 

For us, this poor service and lack of customer respect completely outway the benefits of their products. Imagine if we had a problem with products purchased from them and had to go back and deal with warranty issues!! One can only imagine the style of service we would get then. Too high a risk for us, considering we are likely to be spending around $6K+ on all the bits we need.  We have done a lot of research and we know what we want.  Pity they didnt actually bother to ask what we were after before telling us what we needed...

[Stozz]

Selling is about building a relationship with the customer, no relationship no sale...

I think a lot of these 4wd sales guys forget how much money people are actually spending when they come into a store. To them a new 4wd fit-out of bar, suspension, dual batt etc is common but to us it probably only once or twice we do it.

Precisely. 

Edit: .... and in this store, I dont believe they think a woman has any business asking, researching or let alone purchasing such products. I certainly wasnt taken seriously.