Bizarre experience with local Porsche dealer

I don't know if I am mad or stunned, or if it is my fault or theirs...but let me get this off my chest.

I purchased a Cayenne recently for my Mother at a local dealer. Unfortunately, when I went back to lease another one, they could not meet my pricepoint. I contacted another local dealer, who gave me a REALLY good price. However, my wife asked me to hold off for a few days, because of some personal stuff that needed to be addressed. Anyway, I called the dealer to thank him for the price and tell him that I would have to wait a few days to make a decision to see how this thing shakes out. I was about to tell him that I would post his information on this site (with the usual caveats) so others could use his services when the most peculiar exchange took place.

I told him, before I publish anything on the web, should I have any reason to doubt that his price was 100% legitimate...he paused for a second and then said that the price he quoted me was really just an attempt to call my bluff because he didn't think I would come to him, but, yes, he would honor the price if I came in the store today.

He then went on to tell me that people call him all the time, and come up with some excuse why they cant buy the car and sometimes it is 15 year olds on the computer. I understood where he was coming from, but he seemed to be aiming his comments at me in particular. He then stated that I should pass or play... I told him that I thought his tactics were peculiar for someone selling Porsches and that I would expect it from my local GM guy. I also told him that, regardless of what he thought, it was probably a better business case to keep his musings to himself. We did not argue or anything, no raised voices--the exchange was done entirely in a professional tone. We hung up and thought about what had happened. I called him back and told him that, in the end I rather pay more from my dealer than have the level of mistrust I had with him (albiet not said as crisply)--again we did not argue, but discussed my disappointment and he again assured me that it was up to me I could pass or play and he reiterated what he had said earlier. Other things were said as well, that aren't terribly relevant. Nothing overtly offensive was ever said, however I found his comments offensive and rude.

What are your thoughts, because my jaw is still somewhere around the floor. What I really want to know is...was it me or him? Because I can't figure it out. I naturally assumed that in this economy, when people are not that anxious to buy a luxury item, that a dealer trying to move a Porsche Cayenne of all things, would treat every potential customer like gold....maybe not?

Please don't try and guess the dealership. It is not about the dealer, everyone has different experiences at different places and one person's nightmare can be another's dream experience. Furthermore, maybe he was having a bad day, etc., and in this economy, nobody should lose business over what may be a giant misunderstanding.

 

Nothing tricky.
Although I never got to the point of actually mentioning it, I would have published his name to help him get business, because I firmly believe in helping those out who try and help you. Of course, in this instance I would have explained the the circumstances so any potential buyer would understand the brevity of our relationship. However, I seldom, if ever, would publicly flog someone unless it was a scam or something extremely serious like that. This post is not about flaming anyone. As someone who deals with the general public, I am keenly aware that there are two sides to every story. I am publishing mine as anonymously as possible, because I sincerely cannot get my arms around this conversation, and I trying to figure out if I my actions somehow justified his response. Right now, I just don't see it and tend to think he was actually the *********.


That's all.

 

You are probably right. But the more I think about it, It is just not a very sophisticated way of doing business for a high line car dealer. I probably would have done something like this now that I think about it:

Me: I need a few days to think about it:

Him: I can understand that, of course, as you know this is the only car I have available in stock right now at that price, so I can't promise you anything down the road. However, I can promise that I will work as hard as I can to earn your business. I realize that you had a relationship with another dealership, and that always plays a factor in any decision. That being said, I think if given the opportunity, you will be suitably impressed with the level of service our dealership offers, and me in particular. Either way, it was a sincere pleasure speaking with you, and I hope that you consider us first in the event you decide to lease a Porsche.

I then would have sent a card thanking him for taking the time to speak with me, along with a couple of business cards, and asked that I think of him in the event anyone I know is interested in a Porsche.

It probably wouldn't have been as clever or given me as much personal satisfaction as trying to call someone's bluff...but it would have kept the client in the fold, with a possible sense of duty and a genuine good feeling about the experience. After all, nobody needs a Porsche. It is a mystique, a labor of love, etc, you need to be treated like you are buying something special, at least IMHO. When I bought my Mondial, the level of service at Black Horse Garage was just over the moon, incredible. Believe me, it is what helped me get over the jitters of being a first time Ferrari owner. In this instance, the dealer didn't know me but made certain assumptions about what would close the deal. IMHO, that was a big mistake. But heck, what do I know. I have done really well at my job...by (1) delivering for my clients and (2) being as courteous as physically possible to anyone who calls or comes in.

Maybe the auto industry just works differently.

 

I would assume that selling Porsches or Ferraris would be a very similar exercise given the demographics of their clientele. Of course, for all I know, he closes tons of deals with this approach. In the end, I had a much better experience at Honda and even Subaru! In fact, I have to tell you, my local Honda dealer treats me better than ANY Porsche, BMW or Land Rover dealer ever did and I bought a car with an MSRP less than a small section of the interior option list on a 911. Go figure.

 

Really? Does that approach work for you? Because I can't tell you how much it turned me off.

 

Normally, I agree that a deal is a deal, and if it is good, buy the car. But now I am left with that dirty dealer feeling...whether it is justified or not, and will probably buy elsewhere--on principle.

I did enjoy his "candor"...to a point. Beyond that, I just found it offensive, like he was daring me to prove him wrong. Like many of you, I have bought a lot of high line cars and other items, and I was just taken aback by his approach. I like the Porsche Cayenne, but its not like it doesn't have some stiff competition---especially in the V-6 range I was looking at. If I was trying to move a car like that, I would be trying to sell more than just the car, but the experience, etc---especially when sales are in the toilet. I imagine that is what has made Lexus so successful. But to each his own.

 

Do you know how much Sh&t I eat on a daily basis running a high-end company. I must get 20 or so calls a day. Maybe 75% are shopping around. However, I treat every single one as best I possibly can. Maybe 25% come through, of the rest, I hope that they at least spread the good word about us. I can't even begin to tell you how many referrals we have gotten from people who didn't even end up using our services!!!! Maybe the hard sell works in the auto industry. However, I have always believed that long term, building relationships is far better than closing quick deals. I think that Ferrari's F-U attitude towards its customers, for example, was great at sorting the wheat from the chaff when the money was rolling...but now that things aren't so hot, they have alienated scores of potential customers.

However, I am very curious as to whether what I experienced was unique or whether this is some new recession era sales tactic being employed.

The funniest thing is...he had no idea just from talking to me, whether I was a tire kicker or a collector.

My best friends father is richer than anyone I know...but he is an old grumpy eccentric that does not get dressed up for anybody...and I mean that literally. I was with him one day when he decided he needed a new Mercedes. He walked right into the dealership in his usual uniform--a ratty t-shirt and his tan pants with the elastic band. The mercedes salesman, approached him and treated him like any other customer. In about one hour---no kidding--one hour---they were signing the paperwork on a 130K plus Mercedes S-class...cash deal. I always think of that guy when stuff like this happens.

Just my .02

 

There is a valid point to what you are saying.
Personally, for Porsche money, ...I want my a$$ kissed too...especially from someone representing a company that has the balls to charge extra for floor mats on a 50K car!

After all, at least for me, I like to start a relationship with my dealer, in hopes of buying more cars down the road. If I lease the car now, then I am rewarding him for offending me...I just can't do that. Right or wrong, I just don't do business with people who piss me off.

 

I agree. I would have accepted it, if his comments came two minutes into the conversation. But as soon as I got the words out that I needed a few days to think about it, he chimed in the "call your bluff stuff". He also told me that he had bet the other salesmen that I wouldn't go lease the car from him. Assuming he was telling the truth, If you're my salesman, tell me the truth if I ask you about the car, about its reliability, about the terms of the agreement, but if you think my shirt is wrinkled or my tie sucks, or that I smell like feet, keep it to yourself...He is probably getting jerked around a lot in this economy and got a little too frustrated. However, the bottom line is that his attitude not only blew a potential sale, but it prevented me from recommending him to my friends, to members of this board, and to my business partner who will be in the market for a new car in the next few months and has cash to burn. So, while I am sure his honesty will get him great Sunday school points, it cost him a bunch of potential sales...But, you're right, it is his choice, and I have to respect him for that, which is why I am not posting his name and information and trying to slander him. Personally though, in this economy, I think he made a dumb choice, and I hope for his family's sake, it is one he is not inclined to repeat terribly often.

Some food for thought though, for anyone wanting to "keep it real" with their customers... I cannot begin to express the lengths I will go to help someone who looks out for me, regardless of the context. I am a big believer in karma, and if for some reason I couldn't have sealed the deal, I would have made damn sure I found him a customer who would. That is how I succeeded in my business and how I have built the relationships I have. He should have sized me up a bit more before he called the ball.-- at least IMHO.

 

Probably right. Thanks for all the thoughts guys...

 

I found value in the back and forth and it allowed me to sort through the experience using the input from others. I am sorry it wasn't as interesting to you. I suppose, however, if I was trying to save a bruised ego, I would have taken a slightly different tact. How can I be beating up on someone...when the someone is never mentioned in any manner whatsoever,. and, of course, it is a one sided story...which is what I was very clear on in the beginning...and is also why I won't post any details regarding the individual. I was looking for input not revenge.

As I said in another post, I enjoyed the back and forth, and didn't think there had to be a point...I thought the thread had blossomed into a discussion of different sales approaches. And I found the input from the car dealer particularly illuminating.

Oh well...

And finally, and maybe you are right that this thread has gone on long enough. I did learn through all of this, that his approach is a legitimate sales technique. Although one I strongly disagree with. It does take a bit of the sting out of how I was treated, and leaves me with a little more respect for him.

So thanks to everyone for the input on that.