Your expectations of a Lotus dealer.......
Discussion
Ok, I have the opportunity to make an input into the possible future direction of a Lotus dealer.
Let me ask you this, can you give me two top five lists....
1.Five things you EXPECT from a Franchised dealer
2.Five things you'd APPRECIATE if a dealer offered.
And as a second motion, what would make you loyal to that dealer, regardless of warranty ?
This could make a difference, so please, be honest and realistic here folks.
TIA
F
Let me ask you this, can you give me two top five lists....
1.Five things you EXPECT from a Franchised dealer
2.Five things you'd APPRECIATE if a dealer offered.
And as a second motion, what would make you loyal to that dealer, regardless of warranty ?
This could make a difference, so please, be honest and realistic here folks.
TIA
F
I'll do me best - not sure I can think of five things in both categories but here goes......
Expect:
Easily available test drives in all models
A customer oriented service dept with decent courtesy cars
A willingness to drop things to help me if I'm in trouble and I ask nicely
Knowledgeable staff in both sales and service who can have more than a passing conversation about my car
Advice on all aspects - including engine conversions and aftermarket accessories
Wish list.....
Service depts available outside normal hours
Decent coffee
Wifi for me when I hang around for an hour while they're doing a quick fix or fitting tyres - then I can work and don't feel I'm wasting time
Sorry - stuck now.
Any help?
Expect:
Easily available test drives in all models
A customer oriented service dept with decent courtesy cars
A willingness to drop things to help me if I'm in trouble and I ask nicely
Knowledgeable staff in both sales and service who can have more than a passing conversation about my car
Advice on all aspects - including engine conversions and aftermarket accessories
Wish list.....
Service depts available outside normal hours
Decent coffee
Wifi for me when I hang around for an hour while they're doing a quick fix or fitting tyres - then I can work and don't feel I'm wasting time
Sorry - stuck now.
Any help?
Thanks Stephanie, thats exactly the kind of stuff Im after, doesnt have to be five items, just some good valid points like yours I can take into a meeting to try and get things right for everyone.
If you know of any other Lotus owners that would like to post, please pass the info on, the more responses I get, the wider view I will get.
Cheers
F
If you know of any other Lotus owners that would like to post, please pass the info on, the more responses I get, the wider view I will get.
Cheers
F
Hi there.
Expect
Never judge a book by its cover. ( The first time I went to a Lotus dealer I was not even aloud to test drive any cars! )
Knowledgeable sales staff who know the in's and out's of all the model ranges.
Friendly staff.
Clean and tidy showrooms.
Nothing is too much trouble.
Being told about after sale options and prices.
Coffee/tea.
Appreciate
To be offered a tour around the service area.
A dedicated number for queries 24/7
Wi Fi Cool thanks SP
Offer to wash my car while I look at upgrading.
Lunch.
Bar.
Dancing girls.
(ok ignore the last 4)
I hope this helps, regards Adrian.
Expect
Never judge a book by its cover. ( The first time I went to a Lotus dealer I was not even aloud to test drive any cars! )
Knowledgeable sales staff who know the in's and out's of all the model ranges.
Friendly staff.
Clean and tidy showrooms.
Nothing is too much trouble.
Being told about after sale options and prices.
Coffee/tea.
Appreciate
To be offered a tour around the service area.
A dedicated number for queries 24/7
Wi Fi Cool thanks SP
Offer to wash my car while I look at upgrading.
Lunch.
Bar.
Dancing girls.
(ok ignore the last 4)
I hope this helps, regards Adrian.
Hi,
Expect:
1. Service - The car back with nothing broken ( see www.pistonheads.com/gassing/topic.asp?t=330048&f=15&h=0)
2. Service - Regular updates of progress of car when being worked on and timely realistic expectations of when it will be ready (i.e. a phone call at 4.30 on a Friday saying come and pick it up before 5pm isn't much use...)
3. Service - An explained breakdown of all costs
4. All that has been said by previous contributors... Especially extended opening hours or a pick up / drop off service....
like to have:
1. Service - cheaper servicing costs!
2. Service - Decent courtesy cars
3. Sales - Try it out on the track days
4. Sales - Hiring facilities - would be nice to be able to hire a Lotus for the weekend - sometimes a test drive or 2 isn't enough, the hire costs should then be refunded if you make a purchase
That's me out of ideas too - good luck...
Expect:
1. Service - The car back with nothing broken ( see www.pistonheads.com/gassing/topic.asp?t=330048&f=15&h=0)
2. Service - Regular updates of progress of car when being worked on and timely realistic expectations of when it will be ready (i.e. a phone call at 4.30 on a Friday saying come and pick it up before 5pm isn't much use...)
3. Service - An explained breakdown of all costs
4. All that has been said by previous contributors... Especially extended opening hours or a pick up / drop off service....
like to have:
1. Service - cheaper servicing costs!
2. Service - Decent courtesy cars
3. Sales - Try it out on the track days
4. Sales - Hiring facilities - would be nice to be able to hire a Lotus for the weekend - sometimes a test drive or 2 isn't enough, the hire costs should then be refunded if you make a purchase
That's me out of ideas too - good luck...
I walked into our local Lotus dealer when the Elise had first come out and most dealers were more used to handling enthusiasts in small numbers rather than the 'general public'.
In jeans and scruffy t-shirt I asked for a test drive. They said to come back the following Saturday. On Saturday I arrived, they threw me the keys and told me to bring it back in an hour. I asked if they needed any deposit, proof of identity or anything. The reply was no. They treated me like an adult and made sure the cars spoke for themselves.
Later on, when the M250 came along, they happily took a deposit by cheque for three grand and placed me 7th on 'the list'. When Lotus then had supply problems and a lot of dealers had problems with the launch of the S2 Elise leaving a lot of S1 stock on the forecourt, the dealer I had my deposit with went bust. I lost my deposit and it emerged that the 'list' was an informal arrangement made up by dealers, but not supported by Lotus.
What I expect from dealers of a niche marque is proper communication between myself and them, and between them and Lotus itself. If I express an interest in what can be a very expensive car, I expect to be treated with honesty, to be given complete information and if appropriate to feel that Lotus themselves are aware of my needs and expectations. My experience of the M250 fiasco was that Lotus had no interest in their most enthusiastic customers and that dealers had no means to compensate for that.
As an owner of a Lotus I expect that my problems are treated as the dealers problems, and that I should feel that Lotus are supporting the dealer in solving those problems, rather than using dealerships as a method to keep owners at arms length.
In jeans and scruffy t-shirt I asked for a test drive. They said to come back the following Saturday. On Saturday I arrived, they threw me the keys and told me to bring it back in an hour. I asked if they needed any deposit, proof of identity or anything. The reply was no. They treated me like an adult and made sure the cars spoke for themselves.
Later on, when the M250 came along, they happily took a deposit by cheque for three grand and placed me 7th on 'the list'. When Lotus then had supply problems and a lot of dealers had problems with the launch of the S2 Elise leaving a lot of S1 stock on the forecourt, the dealer I had my deposit with went bust. I lost my deposit and it emerged that the 'list' was an informal arrangement made up by dealers, but not supported by Lotus.
What I expect from dealers of a niche marque is proper communication between myself and them, and between them and Lotus itself. If I express an interest in what can be a very expensive car, I expect to be treated with honesty, to be given complete information and if appropriate to feel that Lotus themselves are aware of my needs and expectations. My experience of the M250 fiasco was that Lotus had no interest in their most enthusiastic customers and that dealers had no means to compensate for that.
As an owner of a Lotus I expect that my problems are treated as the dealers problems, and that I should feel that Lotus are supporting the dealer in solving those problems, rather than using dealerships as a method to keep owners at arms length.
When I decided to buy a Lotus Elise I took myself along to my local dealers. Upon arrival I parked outside and wandered around the showroom. It was 20 minutes before a salesman finally came over to me and asked if I was with the young man picking up his new Lotus. No, I was looking for one myself. The salesman all of a sudden took notice of me and encouraged me to sit in various Elises. He then proceeded to speak to me as if I had cotton wool between my ears. I could not believe the man's arrogance towards a female customer. He seemed to think I was only interested in the colour and where I could put my shopping! I hasten to add I did not buy from them but did end up with a beautiful Series one Elise which I still own nearly 6 years later. Rant over.
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