How to lose customers, chapter something or other

Perhaps you’ve called your auto dealer for a service appointment and been surprised to face a two- to three-week wait in the schedule. Yeah, yeah, blame it on the supply chain issues and the worker shortage.

Our nearest franchise has responded by limiting appointments to cars purchased there. Everyone else can be put on a waiting list, should a cancelation create an opening. Never mind that I’ve been a loyal customer for two years since moving from New Hampshire.

What miffs me is that when I bought my car before the opportunity for our relocation developed, my choice of the American-made brand was based on an awareness that it was the core of the only new-car dealer in Washington County. Its nearest competition is 2½ hours away or somewhere over in Canada.

I’ve been happy with the service department, even if it is a haul up the highway and back. Frankly, though, the car itself has left me wishing I’d stayed with Toyota.

Adding fuel to the fire is the coupons for discounts that show up in my inbox, sent from Detroit but applying only to the brand’s service departments.

Instead of encouraging me to buy my next vehicle there, I’m feeling ill will. In today’s business world, that’s not a good thing. You spend a lot on advertising to get a new customer. Maintaining an ongoing relationship is much cheaper.

As for those annoying “How are we doing” surveys that show up after an appointment, I do wish I’d get one now so I could say just how peeved I am.

One thought on “How to lose customers, chapter something or other

  1. Good stuff!
    The auto dealer in your area is having trouble keeping up with the demand for new cars, so they are limiting appointments to those bought through them. You may be more frustrated with the “How are we doing” surveys that show up after an appointment, because you don’t know how much of a difference it makes.
    Scott Dubois

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