David Dodge Chrysler Jeep

David Dodge Chrysler Jeep responded

Hello Mr. P, First thing this morning I met with the team members whom you spoke of to discuss in detail, your visit with us. Despite, your generalized tag to this, I'm certain that we are talking about the same visit as my gang was immediately familiar with the situation. To answer candidly, blame me. Buck stops here. The processes and people you spoke to, even the pricing is all my creation. I actually built it to create a different experience than that of my competition. I'll explain. "The Greeter" was designed to warmly greet and direct all my guests. The sole purpose is to keep an eye on the lot, welcome our guests, and direct them to wherever and whomever they need to get to quickly and effortlessly. We have 8.5 acres and, as I'm sure you witnessed are very busy all times of the day. I do not want someone who has taken the time to visit to be unattended. Not the way I see it. "The Salesman" should have been referred to as the "Product Consultant". We have 2 Georges, you actually tagged the wrong one, but again, everyone was familiar with your visit. Their job is to listen to you as specific or as general as you may be in your needs and align you with a vehicle that fits those needs. "The Sales Manager" is then to take the information written as the Consultant details your conversation and writes it on that worksheet to make sure we quickly and accurately convert your visit to the financial side. It would be chaos to allow 16 Consultants take on the complex world of pricing margins, rebates, incentives, leases etc. and still be experts on the New and Used vehicles we sell, so the Manager handles that conversion. The "Buyer" is just that.. .I never wanted a client to feel compelled to either have to purchase a vehicle in relationship to us "buying" their car or to have to "trade in" in relationship to purchasing a car. I want the two to run autonomously. In a nutshell, the "Buyer" is to use a great deal of knowledge and technology to offer the client the highest potential value for their vehicle. Should they decide to just sell it to us, fine. Meanwhile the "Sales Manager" is to fight as hard as they can to offer the client the lowest possible price to purchase a vehicle. By running autonomously, the two don't conflict but rather work toward their individual objectives of buying and selling so that the client ultimately benefits. As for the discount, not sure why there was one honestly. Every day, we re-price all inventory to make sure that we are below what our software tells us is current pricing in the market. In this case, a used vehicle, we price to the bottom 5% of pricing in a 30 mile radius. The pricing is posted on all used cars online and a simple note to our Communications team will allow you to confirm pricing or perhaps, whether we may lower just to meet a clients desired range... if that is possible. I never want to miss an opportunity if there is one to get a client. Cars I can replace, clients... I can't. I love clients. In the end, my philosophy didn't translate as it should to you. For that, I am deeply apologetic. Its a failure on our part and I counseled my team to that end and take this as another chapter in our continuing growth. As for the "Cheesy" appearance, yes, I have one, long tenured manager who dresses with flare. Not to my taste, but I applaud individualism. He is a wonderful man, who countless of my clients love. He dresses in suits, ties, handkerchiefs, and is always within my strict guidelines. While I may chose not to dress that way, I certainly appreciate his unique style... I'm sorry you didn't. But not all that relevant. Its about character. I can assure you has a wonderful ethic.... or else he would not be here. You see, you, all my clients and my wonderful team means the world to me. In this case, I'm sorry we didn't meet your expectations. On rare occasions, we are unable to meet expectations that our clients have... rarely do we leave a client with the poor impression we left you with... again, I'm truly sorry.... but blame me. I put the plan together and I'm blessed that by in large we are able to help our guests. Thanks very much for taking the time to share your thoughts. It makes us better. Sincerely, Dave

David Dodge, buy elsewhere responded

1) I am not a guest, I am a potential client. 2) Did not need or want a "product consultant" I am looking into my 5th Dodge Caravan. Have driven the last 4 an average of 180,000 miles and will do the same with the next. There is no ather vehicle that serves my needs better and I immediately explained this to clearly to you multiple tiers of sellers. Came to buy. Walk in the door and leave in short order with a car, paid for in cash. Period. Looked at new ones, and had you not happened to have had a low milage, 2014 would have just been asking for a straight price on a 2017. Since you say you ccreated the policy, why not just stop playing games? 3) The "buyer" knew full well, because I told him so, that I did not care if you gavce me ZERO for my well used caravan. Your gibberish reply is beyond laughable, it is not his jobe to offer the "highest potential value" it is his job to make you as much as possible. Again, why not just be honest? Further, if your comments are correct then why did the "buyer" try to close the deal when I politely said thanks but no thanks? It was not the Sales Manager who came a runnin, it was the "Buyer". I told your "Salesman" to just tell me his best price and I would either accept it or reject it. Your training and policies are what cost you a sale. 4) Sorry to question your "Managers" choice of clothing, that was unfair and unreasonable of me. What I should have commented on was his grossly unprofessional behavior. After looking at a car and expressing interest, we were dragged back into the showroom to be rushed by the "Manager" with the following itroduction "I am xxxxx, the custodian here (okay, that's what we call Sales Manager.)" I guess most of your clients are looking for a stage show with their purchase and the foolishness did not end. I tried to play along just to kill time, but it was really ridiculous. I am there to BUY a car, again, nothing more. 5) Your questioning why there was a discount offered and the stament that your prices are in the "bottom 5%" is really silly. All reliable sources indicate the vehicle was 10-20% OVER regional pricing. So why would your salesman have immediately asked "so what price do you have in mind" and your "buyer" run over to try and stop me from leaving asking "so is there a price we can agree on?" The salesman knew we had reseached the market ad were well aware of the range of prices. Why do you need to play games? Glad you like the way your business is running, I hope you are very successful.