#6 Form Letters and No Customer Focus
A Personal Car Shopping Experience (Part 6 of 8)
Perplexed, I emailed the person named in the initial response. In three sentences, I re-requested the lease payment and let him know about the dangerous link in his email. To his credit, he promptly wrote back, and it wasn’t a form letter this time. However, he did not acknowledge the problematic link… and he asked me to provide him with the lease specifics. I wrote back again, asking if he received the lease specs in my initial inquiry. Replying, he indicated he had them but just wanted to see if I had “changed my mind about them.” It had been about 90 minutes since my first contact, and as you (the reader) might assume, nothing had changed! In that same response, the salesperson did provide a lease payment and yes, it was in our payment ballpark.
About the Author
Mark Krach is vice president at automätik, an organization dedicated to “Eradicating boring training from the face of the Earth.” He has nearly 30 years’ experience in the automotive industry—having worked for a manufacturer, a dealership, and as an automotive training writer and facilitator all over the U.S. and Europe.