How do you guys maintain a good rapport with your dealer?

[andrewl]

I want to pose a question to the forum members here as we always seems to hear horror stories about how bad the dealer treated them...especially service. For me I have been dealing with Stevens Creek BMW with phenominal success. They have replace, fixed all my issues with great results.
I am no mover and shaker imo in anyway but I learned from my limited experience is that they are as human and have feelings just like anyone else. I've always got the loaner that I want and most often, they would ask which vehicle I want to choose and they get it done. Yes they do know me on a first name basis not because of complaining of multiple problems (though I have some) but I follow up with just talking with the dealership as I feel that rapport is important for them to know a name and face "should" anything happen.
Sales and service imo works both ways. The more they know about me, the better that they can service me. I consider this as "reverse" sale of me so if anything happens, I get taken care of very very well. And this has happened numerous occasion where they would now take any appointment I have immediately (even on Saturdays!) get it done quick and I'm off my merry way. I have gotten loaners of my choosing from them (even the 7 series and convertibles) because I come off not to intrude and they have given me service above and beyond what I expected. They get "5s" from the survey and that adds little perks too.
Many Sales and Service advisors don't mind telling you how you can help them, so ask them what would make it possible. I'm never in a position to expect things though I do request them.
I also come from a stand point that just because I own a BMW doesn't make me any better than anyone else. Just want to pass this word on but also want to know if there are any neat tricks anyone have done.

[JCL]

Agree with all of that. My experiences with two different BMW dealers over a period of 6 years have been excellent. My wife and I bought 4 cars during that time, so that may help....

One comment is that there is a lot of focus on the various boards on the lowest sales price for a new vehicle. The dealers I have dealt with won't deal on price (apart from a small courtesy discount, that is it) but they are both very successful, because of the service they provide. I choose to deal with service providers over discount houses. Seems strange to me to hear constant questions about how many $ over invoice, and then later complaints that the dealer isn't taking care of someone. It works both ways.

A suggestion: If you are happy, refer others. Then, make sure your sales rep knows you referred them. I don't expect anything for it, other than the benefits of positive reinforcement, which is a lot more effective than negative reinforcement.

My current dealer has the management team, the sales team, the service/parts team, and a separate customer relations manager. I know at least one of each. The customer relations manager's job is to take care of any details, make sure you are happy with everything. He has a staff of 4 or so, so there is always someone on duty. Their cards are the most important ones to keep from the dealership. This group is entirely separate from the service advisors. I have called several times with questions, just to keep in contact.

I will be interested to read other's experiences.

[X5Flyboy]

I need a good rapport with my dealer as he is the only one in 220 miles. I ask their opinion and recommendations on the mods and rework I'm planning to do - I explain why I might do something different - I don't bug them every day for when my vehicle will be ready - If I need it absolutely by a date, I tell them before and when I bring it in to confirm they know my deadline and can still meet it. Right now my X5 is being worked on. My deadline is Monday as Tuesday I'm off for Vegas. I dropped it off a week ago Wed. I checked with them on Mon to find out if they had any questions on what I asked them to do and again on Thurs to find out where they were. I may get it today(Fri), but for sure on Mon. They will call. So far I'm pleased with the people I'm dealing with. Of course, I still have not seen the final bill!

[Juanted]

Originally Posted by andrewl

I want to pose a question to the forum members here as we always seems to hear horror stories about how bad the dealer treated them...especially service. For me I have been dealing with Stevens Creek BMW with phenominal success. They have replace, fixed all my issues with great results.
I am no mover and shaker imo in anyway but I learned from my limited experience is that they are as human and have feelings just like anyone else. I've always got the loaner that I want and most often, they would ask which vehicle I want to choose and they get it done. Yes they do know me on a first name basis not because of complaining of multiple problems (though I have some) but I follow up with just talking with the dealership as I feel that rapport is important for them to know a name and face "should" anything happen.
Sales and service imo works both ways. The more they know about me, the better that they can service me. I consider this as "reverse" sale of me so if anything happens, I get taken care of very very well. And this has happened numerous occasion where they would now take any appointment I have immediately (even on Saturdays!) get it done quick and I'm off my merry way. I have gotten loaners of my choosing from them (even the 7 series and convertibles) because I come off not to intrude and they have given me service above and beyond what I expected. They get "5s" from the survey and that adds little perks too.
Many Sales and Service advisors don't mind telling you how you can help them, so ask them what would make it possible. I'm never in a position to expect things though I do request them.
I also come from a stand point that just because I own a BMW doesn't make me any better than anyone else. Just want to pass this word on but also want to know if there are any neat tricks anyone have done.

I agree with you! All those things are important. How true that you see it as a "reverse sale" situation. Oh yeah, an occasional bottle of wine or a 20 for your service advisor does not hurt, either.

Juan

[TahoeM3]

Originally Posted by Kaefer

I agree with you! All those things are important. How true that you see it as a "reverse sale" situation. Oh yeah, an occasional bottle of wine or a 20 for your service advisor does not hurt, either.

Juan

That brings up a good question. Is it ok to tip your service advisor? I have thought of it many times, but am concerned it may be a bit insulting. I mean, this isnt the door man or the valet. Now of course giving someone money usually wouldnt be considered rude, but I wouldnt want it to come across as a demeaning gesture, like he's some sort of waiter or attendant for me.

Is tipping the service advisor common? I'd be far more inclined to give a gift like a bottle of wine (good idea Juan) than to give cash.

[X5Flyboy]

Gave up my spot in the repair bay to allow them to work on breakdowns - my X5 only needs some more cosmetic works as they have finished the Dinan work - I'll use the van to go to Vegas and give them another week to finish mine - waited this long, can wait some more or take it as it is and let them finish it off when their load lightens

[Scotty]

I have had excellent results from my chosen dealer. I think the human factor is SO important. But also, the really large dealers are anon. and its hard to work the human aspect.

I am not on 'BMW maintenance' and so pay for the dealer work/get reimbursed via 3rd party warranty/regular stuff at local BMW specialist. Whenever the X has been at the dealer for 'issues'; the service advisor has been highly efficient (in terms of calling me with updates; ensuring a suitable courtesy car is waiting and so on).

I've reacted by various means :

- 5 star reports when BMW NA call me (deserved), naming the SA
- on one particular occasion; a dealer screw up left me without the X5 for 5 days. I had a free 325 (remember, I'm not on a maintenance plan, did not buy the X5 from this dealer) and every day they called me around lunchtime with update on situation. I expressed my dismay at the delay on repair (part was not available in the whole of BMW NA) but on pickup they were polite, apologetic, filled the X5 full of gas (a cost to them; they had replaced the fuel tank sender), washed & vacuumed the X and as a nice touch put two bottles of water in the cup holders. Regular, 'good' service. My point : on pick up at the 'drive out' station, I stopped, jumped out and went back to the service dept and found my SA and said out loud with all the other SAs overhearing, "Thank you for working hard on my car, looks great"
- if you can deal with one SA; use the human factor. My SA is a fine looking woman; not a 'babe', but a good looking woman. She used to wear spectacles. At my most recent visit she is sans eyewear. So I casually inquire about her glass/contacts. "Oh, I went for lasik". Now she knows me as the guy who asked about her lasik and told her she looked great.
- my Nakamichi CD changer packs up. Hardly a major issue; but serverly aggrivating for someone who enjoys lots of music (me!). Quick call to 'lasik woman' and the anon 'we are backed up on service for 2 weeks' turns into 'can you call by at lunchtime.......no promises; but I'll see what we can do' = result = new Nakamichi.

PC

[stwjazz7]

I'm curious about where all of you who participate in this thread are located. I agree with the two-way street analogy. Just as in any relationship, each party plays a part in how well the relationship evolves. I travel alot and have found vast differences in how you are treated in different parts of the country and the world. Of course, geography isn't the only determining factor, but it also can't be ignored as being one. I live in NY, but purchased my X in Fla. Every dealer I visited in my NY and NJ while I was looking to purchase was more interested in selling me off-leases and left-overs then listening to what I was looking for. One dealer in Binghamton even changed the price of the car after he got my deposit. I was being told by a salesman in westchester that I would never find what I wanted because there were none available in the country . A female car locator overheard the conversation and intervened. She used his terminal and showed us 5 without trying hard, One of which was the exact color and package that I wanted. I gave her a dozen roses for her help. The salesman in Fort Lauderdale and I negociated everything over the phone and he picked me up at the airport. Everyone was extremely helpful there. On the drive back to NY my cruise control didn't work. Westchester BMW service took care of it but woulded give me a loaner(not a big deal). I've had good and bad (mostly bad) experiences here in NY. I've noticed that there are some really hepful people, but they appear to be surrounded by many that have their own agendas. After being treated so well at my MB dealer and not having purchased my car from them, it was a little disappointing on how I've been treated by BMW. One more note. It seems imo, that most of the women involved are much more helpful than the guys.

[Kashew]

my BMW sevice usually is good. i goto keeler bmw in upstate NY. the guy i deal with is always good about getting me in at a good time and making sure my vehicle is getting all the repairs it needs...he even got me out of some...trouble with the warranty...and has covered my ass numerous times with keeping my warranty valid and not void. one of the things i think that helps is: 1) don't offroad your x5 and bring it to the shop dirty 2) make your SA more like a friend than an SA 3) make sure that you let them know what you want done but make it sounds more like something that you would like done instead of a demand 4) have good people skills 5) actually know something about your car and try to learn the parts and what they should do/sound like so you don't drag the SA and techs through a guessing game 6) dont abuse the warranty or freebies 7)make sure they know that you are glad you get serviced where you do and not somewhere else...

those skills should help out in keeping the service good. i have only had one problem and thats when the techs got mad because they lowered the skid plate and tons of mud and crap fell out on one of them...oh yeah, and make sure that the person you deal with isn't afraid to ask someone else if they dont know themselves. that's a great quality because it saves hassle.

[stwjazz7]

It sounds like you have a great service dept. How far upstate are you. The minimum wait in my area is 3weeks for service unless you declare it an emergency. Since I grew up around cars(dad owned a gas station and body shop in scarsdale) and my warranty is expired, I do most of my own maintenance now. I started a small auto repair business back in the ninties when I was in san diego after hearing a horror story from a young lady that got ripped off by a shop.