Date: Wed, 23 Jul 2008 08:26:48 -0400
From: Dan Cahoon
Subject: complaining
I have been reading and learning from fellow chatlisters of good and bad experiences with local businesses. There seems to be a trend here. The local automotive service and sales companies seem to want our business. Many have spoken up for and against several local businesses that provide vital transportation and service to the local community. I have myself mentioned an unfortunate and inconvenient brush with one of the companies in the area (much to my chagrin).
Complaining to the management is only useful if the management is concerned about keeping customers. Money is money and these businesses are there for profit not service to the community. Several local businesses have recognized how important good customer service is to future business (and profit).
In a small town it would be folly to drive away customers, yet many local businesses seem to take a proud attitude to the needs of their customers. “If you don’t like the way we do business then go somewhere else”. This attitude seems to imply that those businesses are the only options in the area (indeed, they are the only local options, look at the yellow pages in the area, many categories of service are represented by only one company). This attitude seems to arise from hubris, that being the only game in town somehow gives these businesses the right to abuse their customers when the fancy strikes or when the dollar calls. Sacrificing customer service for profit in the near term may seem foolish to those of us used to adequate competition, but it is part of the local culture. Why work to improve when the customer has no other local option? Many
services offered in this area are non-negotiable. Try getting a well dug or a septic field installed. I have had great experiences in those areas but I know others who have had problems.
Still, I felt at the time that my local options were slim and that I was lucky to have the great service that I received. Nevertheless, those service providers did have the same attitude of hubris, that I had no other choice. They were right and I was careful to treat them well and thank them for their service (the customer, thanking someone for the right to spend money, imagine).
The recent discussion regarding CHT, Enterprise Rentals and Pittsboro Chevrolet, while banal to the extreme, have been most helpful in my current state of vehicular distress. I too went to Pittsboro Cheverolet, interested in purchasing a new or used vehicle. My big dumb truck, while beautiful (not) is not what I need to be safe with my family and I decided to take advantage of the current liquidation of older model trend to find my first new car in years (I deserve it these days). This purchase will done by me, for me and for me alone.
In some ways it is like growing up. Purchasing a vehicle can be very scary. Those of us with rudimentary knowledge of such things are right to be wary of scoundrels and liars. There are some ways to guard against chicanery and deceit, but at some point any large transaction comes down to trust.
When I sat down to look at cars (just to look) I began to detect the same old slime that I have encountered in other towns and auto sales establishments. First, I noticed that none of the vehicles had prices on their specs. I am always suspicious when the price is not stated clearly. Does it change with the customer (aka the chump)? Still, I understand the sales technique. The saleman knows that most customers are financing and so more concerned with the monthly payment rather than the total cost. Are we not just borrowing this matter for a time? Those of us who must finance large purchases don’t really own any of it.
My philosophy regarding stuff is based upon my available resources. As long as I can afford what I need and want then who cares in the long run whether or not I got the best deal. I also heed the words of Klik an Klak. They have counseled many to look at car payments and car repair as equal evils. If you drive, you pay. If a monthly payment over time is less than one would pay for repairs then a new car may be the best route. Older cars can be great but they need more maintenance and sometimes can be more expensive than a new vehicle payment over time.
The saleman at PBO Cheverolet was very nice, but clearly a junior partner at the table and so constantly going to his manager for approval of his sales technique. I am a saleman myself and so know somewhat the rigamarole that was occurring in whispered discussion at the managers desk (the manager kept looking at me around my salesman head, as if to size me up). I knew then that there was something up.
Sure enough, when my salesman came back he had an offer on a car I had test driven. Despite my assurances that I needed a certain monthly payment and low downpayment, he had an offer that was far beyond what we had discussed. My suspicions were confirmed and I quickly got out of there. I am a strong individual, not swayed by false stories or sales pressure, yet I fail in the same way as others. I want to trust and so get taken in. Buyer beware indeed. All car sales are fraught with financial pain. All of the salemen know that the customer will tend to overlook flaws in the transaction, especially if the customer is driving around in a new car. Attachment cause pain.
PBO Cheverolet has called me several times now, trying to convince me to come down and “make a deal”. I finally had to say that I would never do business with them. It hurts because I did believe that buying local was the best for the community and myself. Unfortunately PBO Cheverolet is doing business the same way it has done for years, putting immediate profit ahead of long term customer satisfaction. Perhaps they will continue to do well. After all there is a sucker born every minute and PBO will continue to have new prey move into the area. PBO Cheverolet could keep this up for years. Baiting and switching, lying and stealing their way to riches untold.
Complaining to the manager wouldn’t work in this situation because the manager is the problem. The manager is there to make money, ethics be damned. It is much the same at PBO Enterprise and many other local businesses. Profit is king and “where are you going to go?”.
I will take my vehicle business to another town with greater competition that might offer better service or at least options. I am a sucker but once licked twice shy (too intimate an aphorism?). I choose wariness when encountering angry dogs, over friendly salesmen, and offers that look too good to be true. Perhaps I miss the good deals, but I am tired of being taken by the unethical. I don’t treat my customers that way. My customers trust me. They know that I am putting their needs foremost in any transaction, to the detriment, at times, to my own needs. Maybe that is an uwise way to do business, but then, I a good person.
I will share my favorite vehicle repair business. Pittsboro Automotive is the kind of business that I can trust. They do all repairs in a timely fashion, explaining every step along the way. It is a family business (not that that always matters, families can be scum too) and the owners have treated me with respect and kindness, even counseling me at times on the wisest path for my vehicle. For Pittsboro Automotive, customer satisfaction is the most important. They know that happy customers will sustain their business for years to come.
PBO Automotive is investing in the future by taking care of it’s customers in the present. I wish they sold cars!
I also urge others to be patient with large purchases. Investigate, explore other options, have vehicles checked by a trusted mechanic (PBO Automotive, of course) BEFORE purchasing. A trustworthy car salesperson would probably recommend that as well. Pushy sale people who want the sale today don’t care about the future, as long as they get their commission, all is fine. Don’t do business with them.
Try this. Go into PBO Cheverolet (or any other car dealer) and begin the process of actuallly buying a car. Watch them closely to see how they try to manipulate and deceive and then right before you sign the paper for a deal, walk out without an explanation. It feels good. For once the predator is confused, the prey escapes un-scathed and the manager given a message. We don’t have to buy anything. We are not trapped. We can choose.
I will be purchasing my new vehicle in another town that offers some reasonable competition. The deals are out there and I know I can find the best one for me.
I think I want a Honda anyway.
Be Careful out there.
Dan the slow learner
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Dan Cahoon
Moncure, NC 27559
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