-j-

iTrader: (2)

I actually want to commend you for continuing.

I hope you get through to your sales dude because he could just blow everything you are trying to fix. All he needs to remember are 2 rules.

Rule 1. The customer is always right.
Rule 2. If the customer is wrong, see rule number one.

Good luck!

thefreak

Silky you are 100% correct.

If you are in a retail/service type industry and you can't deal with being spat on then its not the right business for you. This is the reality of sales. A customer couldn't careless if your dog died earlier in the morning or that your landlord kicked you out last night. If you don't provide good service you have lost the consumers business.

Jonathan remember my Fry's example? Remember the 4 seasons.

We strive to provide good service everytime out, when situations like this arise its tough for us to catch it unless someone either blows the whistle or an irritated customer comes and tells us.

thefreak

[QUOTE=subysalesguy]This post disgusts me. Jonathan you have basically made things that much harder for us here.

Silky

iTrader: (1)

I'm such a suspicious person I guess, but I smell a little Good Cop Bad Cop going on....

gqchynaboy

iTrader: (1)

In Donald Trump's words "You're FIRED!!"

Silky

iTrader: (1)

Cool, that's on tonight!

Donald's apprentice is much better than Martha's!

mattsn0w

iTrader: (23)

being a english only speaking white person, I would find this incredibly offensive.
Especially from someone who wants a percentage of my $22+K purchase, or the $26K he wants me to pay.
You don't deserve the money no matter how 'hard' you think your job is, cause you have not worked every job out there to know just how 'hard' you're working.

And talk about slices of life. Is yours any more important then ours? You sure seem to think so. Why are you more important? Do you take pride in trying to rip people off?

Seriously man, don't come to our forum and try to justify your rude actions. There are enough experiences documented here on i-club that show how aweful the Stevens Creek dealership really is, and you are part of the reason its so bad.



naaa naaa naaa fooo fooo!

dk

ouch.

well, i was keeping my mouth shut on this one, but i feel i should chip in and try and shift things to a more positive note.

my name is jason, and i was hired on this week as a salesperson at SCS.

this may be my first car sales job, but i've been obsessed with vehicles in general since i was old enough to drive one ('95) and with subarus since they released the GC RS here in '98. i'm new to this forum, but have been lurking NASIOC for a couple years now (username is same as here, w/ underscores on either side).

i'm a bmw e30 driver right now, hoping to get into a subaru myself (i park my butt in the driver's seat of our white showroom STI every day as "incentive"... something to work towards )- i'm also an ex-dot-commie as well as one of the moderators on a bmw-related forum ( http://www.e30tech.com/ ) so i'm no stranger to how stuff works on the internet side of things.

i've told brian this and i'm going to hold to it here- whatever i can do to help improve our image in the online subaru community, i'll do it. you wanna "secret-shop" me, feel free to swing by and not mention i-club so i won't know you from any other customer. i demo'ed our showroom STI from nose to tail to a kid who looked like he was fresh out of high school on tuesday, and test-drove a base-model forester with a guy from colorado who had to be in his 80s earlier today.

point is, i'm grateful for anyone who wants to step onto our lot and *talk* about our cars with me. after 8 years in IT and frankly being burned out on being in front of a computer screen 10 hours a day, i am already ridiculously happy with this job- i do nothing but drive and discuss AWD (and sometimes turbo) cars all day. i defy any of you to find a gig that'll make a car-geek like me happier.

admittedly, part of this may be because of my "youthful inexperience" in this field- everyone tells me i'll end up bitter and jaded- but in that case, you should take advantage of it while you can

anyway, yeah. we're working on it.

-j

ipozestu

iTrader: (18)

[QUOTE=subysalesguy]You sir are a genuine *****!!!!! Take a little time and understand what you wrote, I mean really understand. Is this how you try to heal a wound?
Uhh Freak.... He's not employed with you anymore, is he?

Racenut

iTrader: (1)

See.. told you it was gonna get interesting

RBMike

THERE IS NO EXCUSE FOR THIS GUYS COMMENTS.

TheFreak, You asked what was wrong. This attidude that your subysaleguy has is EXACTLY what is wrong with your dealership.

Last July (7/04) when the 05 STI came out I was ready to buy. I went down and you had a few (more than 5) STI's on the lot. EVERY ONE HAD A $10,000 MARKUP ABOVE MSRP. The salesman I talked to was an ***. I don't have his name because I thru his card on the ground as soon as I walked out of your door. He appeared to be middle eastern, not that it matters. He was rude, I told him that you all must be smoking CRACK if you think I'm even going to pay MSRP. He then made some kind of comment about how I probably could not afford the car anyway as I was walking away. I was so mad when I got home that I decided maybe the EVO was the way to go after all. I then told a coworker (WRX owner purchased at your dealership) about what happened to me there. He proceeds to tell me that after he made the deal on the car he noticed that the contract was not exactly what they had agreed on. He then told me that the 2 times he had take the car in there for service the car had been scratched and dented. On top of that he had to call SOA to get them to make your shop fix the damage they caused. Over the course of the next 2 months, I decided I did want the STI and that I was not going to make Subaru pay for your dealerships bad service. I went to Carlsen, spent about 30 minutes there & bought (CASH MONEY) an 05 with 3 miles on it for near INVOICE. I will not even go to your dealership to buy an oil filter now because of my experience there. You are 4 miles from my house & I drive about 20 miles to get my car serviced at Carlsen. If your sales guy had a better attitude, I probably would have payed cash for a car that day. You guys are doing a real dis-service to the SUBARU name brand. I have kept 2 people FOR SURE from buying at your shop and they were very happy that I sent them to CARLSEN to talk to Larry & Warren.

b4437

hook me up with a wrx tr and i'll drive up to steven creek from san diego. i want to see what all the dramas about at your dealership.

Roo

iTrader: (3)

Please, Bo...don't waste your time or hard earned money. I'm sure I could do better for you than these clowns, and without the BS or drama.

BTW, Freak...funny you should mention the Four Seasons. I worked for the Four Seasons at their resort in Santa Barbara, CA. I worked the front desk, where I dealt with the nice people, the h.e. (High Expectation) people, the laid back guests, and the pickiest, most uptight people. All of them received the best service possible, where no request was overlooked, no want or need went unanswered, and we went WAY out of our way to make sure every guest was treated like they were the most important guest in the resort. That's what makes the Four Seasons one of the premier hotel operations anywhere in the world they choose to operate.

If you REALLY want to learn about customer service, you ought to spend about a week in the training classes that the Four Seasons holds for ALL employees. You'd be astonished how much you'd learn, and if you could get the Human Resources Director/Training Director to hold a weeklong seminar for your entire staff, things would turn around.

You learn what S.E.R.V.I.C.E. means, you learn how easy things work when you BAN the use of the word "no", and how to resolve issues if they arise. Most everything I see written in the complaints could easily be resolved with some basic changes in the way you do business.

As far as not knowing about a situation unless someone blows the whistle or comes to tell you? Shame on your management staff. There is not ONE SINGLE CUSTOMER who should be walking off the lot (or driving off in their old car) WITHOUT a MANAGER having spoken with them. Simple as that. No high pressure sales tactic, but rather an approach of concern. If you'd like...I'll continue this in PM's, to give you some better ideas on how to improve.

dk

as a sales guy, i can tell you it's not always that easy.

i've had customers this week who wouldn't even test drive the cars i got the keys to unlock for them, just because they seemed to think it constituted some kind of obligation (even when i stated otherwise).

getting them to walk through the door and talk to a manager after that can be a whole extra step of difficulty, because when that suggestion is spoken is when people start to percieve "pressure".

it's a pretty different world from either hotel service or the parts dept- in those cases, the sale is already made when the customer sets foot on the property, because in the former they just want a warm place to sleep- so it's going to take a BIG negative to make them walk back out the door and go find somewhere else- especially when most of them are on the employer's tab anyway, and in the latter you're the only dealership in a 20-mile radius that has what they're looking for. on steven's creek, there are over a dozen different places to buy a car within a 5-minute drive... never mind what else you can find with a 15-min jaunt down to el camino real.

that said, i only quoted a short part of your message because that was the only part i found issue with. on the rest; i agree, & if you have any suggestions for the FNG i'm checking PMs as well.

-jason

Roo

iTrader: (3)

Sending you PM