OPC Loyalty

[Sierra Mike]

Having bought my cars from the same OPC for the last 13 years, there has been a shift from a more relationship centric environment to a more detached and corporate one. I've certainly found them to be less communicative, less approachable more defensive and less reliable. (My 997.2 GT3 was with the OPC for over three weeks for an MOT and recall for the centre locks despite chasing it on a virtually daily basis.) It may have something to do with a dealer principle and sales manager who have more experience with volume cars than with Porsche. I don't know if this is a product of the VW takeover in the pursuit of greater volume but I don't care for it myself.

I feel a good relationship with the dealership is important when spending upwards of £80k on a car. Without that, you're basically cast adrift once you've paid for the car which is especially bad if you have problems later on.

Is dealer loyalty in these times misplaced or are there some OPCs where a longstanding relationship is still valued?

Edited by Sierra Mike on Wednesday 19th June 18:31

[rog007]

Legions has been written about this subject (customer care). It's either there or it isn't. It's not the 'OPC', it's the people who work there and how they're being led by the MD. If the culture eminating from the MD is not one of high quality customer care and relationship building then it just will not happen.

[Trev450]

I think you hit the nail on the head when you referred to the Dealer Principle as coming from a volume franchise. As already mentioned, if the DP's background is founded around customer centrality then that will permuate throughout the dealership.

[Far Cough]

When I first purchased my GT3 I enjoyed an excellent relationship with the dealer and salesman. Exchanging emails regularly to check on progress and iron a few wrinkles out. Soon changed when I mentioned the possibility of trading in for something else and the trade in value I was given was laughable. That added to no more returned calls spelt the end of what I thought would be a long standing customer / dealer relationship.

I then moved to a dealer that had the product I wanted. As with the GT3 , they are few and far between so it is not as easy to just wait for your preferred dealer to get one in with the spec you want. Thus , you find yourself travelling to different OPC`s

After 2 Porsche purchases I am now in the camp that it is the brand I have bought into so it should not matter where I go. I should still receive top customer service & smiles etc etc. That said, my local dealer where I know the service staff and the salesmen will still be my prefered choice and first port of call with any service or warranty issues despite not supplying me with any of the 2 P cars.

Its nice if you can enjoy a relationship with the same person or OPC but time waits for no man and things change , people change and move position within the company or move out of the company altogether leaving their customer base at the mercy of whoever takes their position.

[Crazy4557]

Never forget that your OPC first and foremost priority is to make money and they sell/service Porsche's to make money. Everything comes second to this fact.

[Dave Sums]

I have been disgusted with the don't give a crap attitude from the OPC I have ordered my 991GT3 from. Take forever to answer questions, then usually mis information.
All they are interested in is swiping your debit card and pocketing their £250.00 salesman commission. Sports cars should be sold like they are owned and driven. IE with real passion. I for one will always buy my cars from a few select independents as they care about relationships in the long term. Unfortunately to get my 991GT3 in November I had to go to the OPC...

[mrdemon]

OPC means nothing depends who the owner of the group is.

there are prob 5 or more groups sharing 36 OPC showrooms.

I have no issues with my Local OPC and think they are great. (Leicester btw) which is part of the Sytner group.

[MadMark981]

I've bought my last 2 cars from Richard Lane at OPC Mid Sussex, despite the fact that I live 20 miles from Reading, I've endured a 180 mile round trip each time I've visited because he's been a delight to deal with! When I wanted to test drive a new Boxster - he ensured that I was loaned one for the weekend (no 20 minute test drive for me) and he's also bent over backwards to make the pricing work and regularly updated me on my order progress (over a 3.5 month period). Even being graceful enough to put up with my daily calls once I knew the car had been built and was keen to take delivery.
I also had the Sales Manager come and shake my hand when I took delivery, giving me his business card and the Dealer Principal wrote to me for my feedback. Old school service levels and while I appreciate many things are done to hit targets, Mid Sussex have their hearts in the right place and deserve to do well!

[J-P]

MadMark981 said:

I've bought my last 2 cars from Richard Lane at OPC Mid Sussex, despite the fact that I live 20 miles from Reading, I've endured a 180 mile round trip each time I've visited because he's been a delight to deal with! When I wanted to test drive a new Boxster - he ensured that I was loaned one for the weekend (no 20 minute test drive for me) and he's also bent over backwards to make the pricing work and regularly updated me on my order progress (over a 3.5 month period). Even being graceful enough to put up with my daily calls once I knew the car had been built and was keen to take delivery.
I also had the Sales Manager come and shake my hand when I took delivery, giving me his business card and the Dealer Principal wrote to me for my feedback. Old school service levels and while I appreciate many things are done to hit targets, Mid Sussex have their hearts in the right place and deserve to do well!

+1 - it's where I got my GTS from and with good reason - they are brilliant!

[SonnyM]

J-P said:

MadMark981 said:

I've bought my last 2 cars from Richard Lane at OPC Mid Sussex, despite the fact that I live 20 miles from Reading, I've endured a 180 mile round trip each time I've visited because he's been a delight to deal with! When I wanted to test drive a new Boxster - he ensured that I was loaned one for the weekend (no 20 minute test drive for me) and he's also bent over backwards to make the pricing work and regularly updated me on my order progress (over a 3.5 month period). Even being graceful enough to put up with my daily calls once I knew the car had been built and was keen to take delivery.
I also had the Sales Manager come and shake my hand when I took delivery, giving me his business card and the Dealer Principal wrote to me for my feedback. Old school service levels and while I appreciate many things are done to hit targets, Mid Sussex have their hearts in the right place and deserve to do well!

+1 - it's where I got my GTS from and with good reason - they are brilliant!

+2 I make the round trip every 6 months to Mid Sussex to get my oil changes and services done. I can either wait or borrow my choice of loaner for the whole weekend. And the bill is always on the cheaper side. MS still have my loyalty because they know how important customer service is

[rog007]

MadMark981 said:

When I wanted to test drive a new Boxster - he ensured that I was loaned one for the weekend (no 20 minute test drive for me)

Good to hear. I'm in the market for a new 7-seater, so called local Volvo & LR main dealers to test drive to make my mind up which prior to placing an order. Volvo said they didn't have one and when they did I could have it for 20 minutes. LR said they would take me out (so me not driving) for 20 minutes. I'm now looking at alternative vehicles. I was astounded at the level of indifference when attempting to spend the thick end of £40k. I did reflect with them that when my Porsche goes in for a service I get a brand new 911 or Boxter for as long as it takes without question. What is the difference? So, any recommendations for an interesting 4x4 7-seater? Cheers.

[MadMark981]

rog007 said:

Good to hear. I'm in the market for a new 7-seater, so called local Volvo & LR main dealers to test drive to make my mind up which prior to placing an order. Volvo said they didn't have one and when they did I could have it for 20 minutes. LR said they would take me out (so me not driving) for 20 minutes. I'm now looking at alternative vehicles. I was astounded at the level of indifference when attempting to spend the thick end of £40k. I did reflect with them that when my Porsche goes in for a service I get a brand new 911 or Boxter for as long as it takes without question. What is the difference? So, any recommendations for an interesting 4x4 7-seater? Cheers.

Well the new BMW X5 has a 7 seat option and it's only a few months away. The Audi Q7 does too - but I suspect that both of them will be over budget ....

[J-P]

rog007 said:

MadMark981 said:

When I wanted to test drive a new Boxster - he ensured that I was loaned one for the weekend (no 20 minute test drive for me)

Good to hear. I'm in the market for a new 7-seater, so called local Volvo & LR main dealers to test drive to make my mind up which prior to placing an order. Volvo said they didn't have one and when they did I could have it for 20 minutes. LR said they would take me out (so me not driving) for 20 minutes. I'm now looking at alternative vehicles. I was astounded at the level of indifference when attempting to spend the thick end of £40k. I did reflect with them that when my Porsche goes in for a service I get a brand new 911 or Boxter for as long as it takes without question. What is the difference? So, any recommendations for an interesting 4x4 7-seater? Cheers.

I'd try a different dealer - 2 of our local-ish LR dealers are not very good but Harwoods Edenbridge, is fantastic!

[Old Trout]

Crazy4557 said:

Never forget that your OPC first and foremost priority is to make money and they sell/service Porsche's to make money. Everything comes second to this fact.

Again and again any analysis will tell you it is much easier to make money out of existing loyal customers than finding new ones.

The most money will be made out of the best customer care.

For example, my local OPC has served me very badly and has not just lost me as a customer, has lost at least two others in the process.

[Old Trout]

Trev450 said:

I think you hit the nail on the head when you referred to the Dealer Principle as coming from a volume franchise. As already mentioned, if the DP's background is founded around customer centrality then that will permuate throughout the dealership.

I agree that the DP creates the culture of the dealership - however I don't agree that coming from a volume franchise is the issue. I have had far better treatment at volume dealerships than I have had from most OPCs (and BMW dealerships) for that matter. In a volume dealership they know they have to compete a lot harder to get your business - and business is not easy to come by at the moment.

[Trev450]

Old Trout said:

Trev450 said:

I think you hit the nail on the head when you referred to the Dealer Principle as coming from a volume franchise. As already mentioned, if the DP's background is founded around customer centrality then that will permuate throughout the dealership.

I agree that the DP creates the culture of the dealership - however I don't agree that coming from a volume franchise is the issue. I have had far better treatment at volume dealerships than I have had from most OPCs (and BMW dealerships) for that matter. In a volume dealership they know they have to compete a lot harder to get your business - and business is not easy to come by at the moment.

Fair point. What I was trying to say, albeit not very well, is that volume franchises tend to adopt more of a sales philosophy as opposed to a marketing one and consequently are likely to have lower customer retention rates than say a specialist franchise who takes customer care to a higher level.

[anonymous-user]

I always wondered why an OPC salesman didn't keep an eye on the forums. I'd say with some decent service, you could certainly pick up a few disgruntled customers or at least, put yourself into consideration the next time they need a car.

My OPC is pretty good. I have no illusions about my loyalty not being rewarded though.

[Gio G]

Clearly not spent anywhere near as much as some of you on your Porsche, however one thing that really niggles me is the customer service of the sales team..

Straight after the Cayman launch event, the cold calling started to see whether the OPC could generate interest in the new Cayman. First of all, they never qualified me before the call, like when did I last buy a car from them, what I bought etc..

Anyway, I sent an email to the sales person suggesting that maybe it was a little early to looking at swapping my Gen II Cayman for a new one, however would be interested in any deal they may have running.. 3 months later, still no reply..

Given that I was only a new customer of theirs for just 6 months, would have liked some sort of acknowledgement.. I agree with sentiment, people do buy from people and relationships, which sometimes means returning calls and emails at a minimum..The only correspondence I do get is when they are trying to sell something!

[Martian O]

The last contact I had from my supplying OPC was a letter introducing the 991 Turbo/Turbo S to me and stating that it would be available with a manual 'box!

[DeeKay17]

Bruce Copping at OPC Mid Sussex is another star, well worth speaking to.

Looks like it does start with the tone at the top and it filters down from the DP to the rest of the organisation.

It's hit and miss even with the independents, some have a rather over inflated opinion of themselves and behave in very arrogant ways. One in Ascot springs to mind!