Close Tim Talks - Easy Exchange
It happens to the best of us - we get excited to buy something, only to find out later that it just doesn't fit right. It's easier with clothes or shoes, but with a car that you just bought, it's not so simple. There are loan issues, titling issues, and concerns about restocking for the next owner, condition, miles…in a nut shell it’s difficult.
Not too long ago, we had a customer purchase a vehicle from our dealership, who returned it after a few days. I noticed him getting rather forceful with his sales consultant, who pointed to me. As the General Sales Manager, I field customer concerns, and he came over to tell me, “you all forced me into this car, I wanted a different one.” He continued to give reason after reason, then demanded, “I want you to let me pick a different car.”
I inquired about when he had purchased the car and how many miles it had been driven. Sir, “We offer a 5-day or 500 mile vehicle exchange, If it's under that, it's simple: just go pick out a different vehicle, and we'll work out the numbers for you” I followed with, “Didn't we go over that with you when you purchased the vehicle?” He reluctantly admitted, “Yes, you did, I just figured there was going to be a catch, that I had to have a few reasons.” I explained that there was no catch, and we would just have to ensure that all the numbers worked out in case he switched to another type of car. I asked him what was wrong with the vehicle. Somewhat embarrassed, he replied, “I hate the color.”
A few minutes later, he picked out a different color, completed the paperwork, and left in his new car. As he left, he stopped at my desk, shook my hand, and said, “I'll be back.” The next week, he returned, this time with his daughter, buying her a vehicle. Listening and doing the right thing is how we make a difference at Pohanka Nissan of Stafford.