What do you want from your Fcar dealer

Hey Joe,
To add to your list...

5.They should remember you and your car
6.They should have a desire to build a relationship (they win future work, we benefit from perks/special deals in their attempts at keeping us on side)

I've only delt with Joe Macari in Wandsworth. Russell, their mechanic, has been very helpful/genuine and honest. Joe M is also very helpful and has done some minor work on my car for free, in order to keep me a happy customer!! It works in my book!

Much better than all the main-dealer porsche dudes I have delt with in the past, by far.

Ade

 

5) The prompt return of phone call/e-mail re inquiries/issues.
6) Listening and actually acting upon your complaints and not just pretending to be conciliatory or instantly defensive.
7) The resolution of issues promptly and professionally.

Ditto your perceptions of KHP and I would rank them all highly in the above seven. They also have a high and very professional profile at track days/annual meets.

That is not a plug either.... It is just my own view....

 

Oops! Make that 7), 8) & 9)......

 

heh heh, only cause they like my car sooo much..... I didn't beg, honest!!

http://www.joemacari.com/

They do good re-conditioned stuff as well, both my manifold and tubi were reconditioned - hence a bit cheaper.

 

Impressions really do count. I met Arthur at KHP when searching for mine, and was very impressed with the warts and all approach.

Mine is due it's first service since my ownership in the next couple of months, and I will be travelling the 70 odd miles to give it to KHP. Not sure how I am getting home yet!

 

I am sure they could give/organise a lift/taxi for you to Maidstone/Headcorn station. Trains are quite regular into London Bridge/Waterloo (East)/Charing Cross. Should be ok as you live in London?!?!

I have done it on many occasion......

 

Joe, Ade

All these points are bang on, and I have got them all from Karl.

Nick

7,8,9; Hmmm, I think someday we are destined for an interesting chat, n'est pas?

Stig

 

Naturellement Monsieur..... Naturellement

Just thought of No 10)

Not to promise something you cannot/do not/had no intension of delivering.

I suppose that is covered by Honesty....

 

I too have found KHPC to be good.

When looking for a TR, I found one for sale privately and compared it with the two for sale in their showrooms. I felt that the privately offered car (which actually had a KHPC history) was a better buy and Simon at KHPC was honest enought to say that he agreed.

On the service side, I recently had them look at a problem with 2nd gear. We expected that it would be necessary to remove the gearbox and rebuild the synchromesh... not cheap! After having the car for a day I had a call from Roger with the good news that it was a relatively simply gear selector problem and that the cost would be a whole lot less. Honesty again.

Steve

 

Been scanning this forum on and off for a few weeks now and noticed that nobody has mentioned MHT (Dick Lovetts) Ferrari, Swindon. (maybe because they're a fairly new dealership...?)

Now I can only base my experiences against TVR dealerships and I can say that I was deepy impressed! I get the impression that the people who walk through their doors do like to be made to feel special.

Very accomodating and approachable! Plus callbacks when promised.

Just my 2p worth...
Tuan

 

Good Morning

I just thought of No. 11)

When they completely and categorically F***-up, they admit that they have done so before offering a viable solution from themselves and not on the initiative of the injured party….

Hang on…. Are we talking about Fezza Dealers or what you would want from your (ideal) partner/girlfriend/boyfriend/wife/husband (or all five at the same time depending on your situation)…. (Jerry! Jerry! Jerry! Jerry!.... as in the Springer)

I am starting to lose track….. ;o)

 

I'm..... breathing.... slooow.... slooow..... In..... Out..... In.... Out....

 

I believe it helps to sing the "Om Song"!

 

11. Honesty
12. See 11.
13. Straight talk - I don't understand complex garbled stuff, I want it in 'Sun Speak' please
14. No surprises - don't claim something is only a small job, then later unearth some huge nightmare that could have been spotted all along
15. Value for money - it's a Ferrari, that means it costs, but we aren't here to get ripped off (e.g. labour rates)
16. Make customers feel like 'clients' not commodities. I don't want to feel like every visit is a one off transaction

I'll think of more no doubt...!

 

Good one(s) Subs....

I am sure we all will.....

Perhaps we should compile a list/questionnaire of the condensed findings and then dispatch it to the dealers we go to asking if they feel that they do/abide with any of the above.

(The big!) IF they reply we could then compare/agree/disagree with the findings and then go back to them.....

Or (for some) do we have a better chance of finding some rocking horse manure and/or Lord Lucan.....

 

Ill go with KPH, moved there after 2 or so years with another specialist in the Kent area who shall not be named, suffice to say they spent 14 hours trying to sort my A/C out and failed and then still charged me for 7 hours. First impressions of KPH wer fantastic, arrived for my MOT, was greeted by name (they were expecting me) got the tour and met all the staff with warm tea in hand. No pressure, no bull, from what I was exposed to great people, the best quote was from an ex employee of the previous company I dealt with, it went something like this ' I worked for them for 6 years, left there 3 years ago WITH BOTH KNEECAPS INTACT' makes you think...

 

Perhaps the following would be desirable assets

17. Clairvoyance - They phone you up the minute it occurs to you that you must speak to the garage.

18. The Force - Perhaps the can use The Force to manipulate your spanners over a large distance so you don't have to take the car out of your own garage. Maybe a few lightsabre tips whilst you are waiting.

Perhaps I'll go away now....

Stig

 

Hi Joe the motor trade is full of horrors thats why im still in it after 20+ years
and still laughing,every component we replace on a customers car the old one is shown to the customer and he or she can take it away with them for further examination by someone else if they so like,
A ferrari is a big investment so the service times should be thrown out the window,
Technicians should always take pride in there work,dont matter what there
working on,im very prowd of the team i work with and they all know what they have to do,
I think the most sickening part of the trade is servicing,
the garage should ALWAYS phone the customer with faults found or any aditional work needed then its up to them if they have it done,
my boss puts everything on the invoice repairs done or not,
then they can get a second opinion if they like and no ones getting ripped off,

Dale.