The most amazing thing happened to me at a car dealership yesterday.

[Mr.Bill]

I was coming home from a trip to visit the great grandchildren and had made an appointment for some service on my Nissan. There is a very nice Nissan place in Roseville, near Sacramento I have been using. This is my fourth visit there for service and I always go to a certain service advisor. He is very professional and very good at his job. I always give him top ratings on all the surveys they send me after I've had my car serviced. (and I tell him this)

I used to be a service advisor for a short time and I wish I had been as good as this guy. I was due for an oil change and tire rotation. That was going to cost $171.00. I know that sounds like a lot (it is) but it is synthetic oil with an additive I always use and the tire rotation involves re-programming the tire pressure monitors to the different location.

Well, they were busy and things took longer than expected. I was cool about it because I was in no hurry. He was very apologetic about it, though. As soon as the car was done I went to his desk and told him not to worry, he would still get a perfect survey. Most places give service writers a bonus for this. He went over to the service manager and when he came back and said how does $78.00 sound? I asked how he did that and he said he told his manager what was going on about us having to wait and how I always give them good surveys. The service manager said we need to take care of someone like that and waived all the labor fees. Shows you how important these surveys are to a dealership.

[MLAA]

1. That would put a smile on my face also. A lovely surprise.

[Mr.Bill]

3. It's nice to be reminded now and then that it sometimes

pays to be nice to people.

[soldierant]

35. It almost always pays to be nice to people.

Inpublic, even if the person you're being nice to doesn't appreciate it, someone else may see it and learn from it. These things can have a ripple effect.

[Mr.Bill]

36. Thank you.

That's some good advice.

[soldierant]

37. YVW

My cousin referred me to Robert Hunnell on Substack, and he recently ran a post including an anecdote about how, if he and his wife pass, for instance, some road construction, she'll make him slow down, open the window, and thank the workers. That impressed me. I try to be nice, but that was above and beyond - and part of his point was that we can only combat incivility with civility, and in the state we are now, above and byond is not a bit too much.

[ailsagirl]

2. That would give me something to smile about!

Thanks for sharing
😎

[cachukis]

4. Got my last oil change for free for a like kind approach.

People need to feel needed.

[Mr.Bill]

5. It helped that I've been in his shoes as a service advisor.

These guys take a lot of shit from people for things that are beyond their control.

[cachukis]

6. I've found that talking and joking and sharing with those in

service helps them get through the day. They want to be kind back. People, my wife brags, are amazed at what my schmoozing brings about. I don't ask for anything, but I always try to brighten people's day.

Just a quick story. We were at a market in downtown San Diego some years ago with son and wife and grandkid. We searched to satisfy each taste for lunch. I found an oyster guy from Massachusetts and ordered a half dozen broiled for my wife. The grill was backed up and we chatted. He was shucking and kept handing me a taste. I ordered a half dozen for my son. He kept shucking and chatting and I kept tasting. I ordered another half dozen for my self and told him I'd pay for the dozen I tasted. He said the conversation was worth it and no charge. I have him a good tip and have a good story to tell.

[Mr.Bill]

7. You are so right. n/t

[TlalocW]

8. I get my oil changed at the same place everytime

They're fast and efficient, and one day they were slammed so it was going to take a while. I was in the waiting room, and some guy walked in and asked how long until they get to his car (he had just driven up), and the answer didn't please the guy, and he started going off on how incompetent and lazy they were as well as disparaging them that most of the technicians were women (also the majority of the workers there were minorities, and this was a white guy). When I got the paperwork that had the survey on it, I made sure to get the manager's name and the name of the people who worked on my car so I could give them glowing reviews because you could tell that they were all bummed about the jerk. When I got home I discovered a small discount which was nice.

[IbogaProject]

9. Cool story

That's interesting to hear about.

[MissB]

10. That's good customer service

I took my car in for some sort of free check up. When I glanced at the paperwork on the way out the door, I had to ask the guy if they’d really changed the oil. He said yeah, we did. I’m like, are you suuuure?

I have an EV.

[Mr.Bill]

11. That's funny.

Many years ago, I had a Corvair. I used to tell gas station attendants to check the radiator.

[MissB]

17. Ha!

[twodogsbarking]

34. My first car was a 1966 Corvair, used 3 years. Smoked like a power plant.

Went in most any snow. Learned a lot from that car if you get my drift.

[PufPuf23]

12. August 16th, guy from car lot/service shop drove me to theatre to see Barbie

while Jeep got brake job and general 60,000-mile service. Don't have a cell phone and guy behind snack counter at theatre called service shop for my ride (who that day was the young salesman who sold me the vehicle).

Bought the used 2017 Jeep in November 2017 (history was a fleet vehicle).

Need to drive 80 miles to see a stop light and that is where bought the vehicle.

Like to go there; everyone is so friendly. When been there for service and repairs, they have driven to and from motel and doctor appointments (when needed driver) or given me a loaner (as most of trips are a combination of medical and shopping, lymphoma and falling apart from age in general)). Very considerate during covid. Reason to have faith in World.

[Mr.Bill]

18. At the place I talked about in the OP,

If you want to go anywhere they have an Uber driver pick you up and come get you, and there is no charge for this. We didn't use it this time but in the past we have used it to go to a restaurant for lunch, and the dealership even gave us some two-for-one coupons for a local restaurant. This is a huge auto mall with about twenty dealerships and I'm thinking they have a pool of ride service cars waiting for the next passenger. I've never seen this before, but then I've lived in a small town for 32 years.

[central scrutinizer]

13. I took my car in for oil change and tire rotation

As I was driving out of the lot, one of the rear wheels came off. Obviously the mechanic got distracted and forgot. I could have made a scene but I pleaded with the service manager not to punish the mechanic. I had recently lost my wife to cancer and knew how things in your life can affect your mind and concentration. I don’t know how it turned out for the mechanic.

[marked50]

14. I have had a similiar relationship with my Mazda Service people but it broke down real easily

I had bought a Mazda 3 in 2012 and had all servicing done at the dealership for all scheduled maintenance, including new tires for over 4 years and was always treated well, good relations with the service advisors and they always got good reviews from me. Pleasant staff. So good that I traded it in for a Mazda 6 in 2016. Again great, great pleasant service until my 60K service.

What broke that relationship was when I took it in for the scheduled stuff, like oil change. The lead service advisor (who I mostly had dealt with) said I also needed a coolant and transmission flush.

I said- "What?"- the service manual said that the coolant flush comes up at 120K and the auto transmission should never need a flush, unless something was wrong with it.

I pointed this out to the advisor and he feigned that he didn't know all that- then he looked it up on-line, he shouted out to the other advisor (who I also had worked with many times) and he asked him---"Did you know that the coolant schedule on a 6 is not 60K but 120k and there is no auto transmission flush needed?. He replied--"No I didn't" and he looked it up also. They both confirmed the real requirements

They both acted real surprised. I pointed out how good these guys had been with me and that I found it astonishing that they would not have known this things. I asked them how many times they had been recommending this to other customers? Their response was - "Well, you can take that up with the Service Manager." I said I would and got the Manager's phone number. I had them do the regular service (since I had to carved out the time to do this). No Service Manager on duty.

Tried calling the Manage about 4 times over the course of 2 weeks and only got his answering machine.

Bottom line- What seemed like a great service relationship turned out to be just another scam method on those who are not diligent with these facts about getting their car serviced. End of dealing with them both in service and any new car purchases.

[Mr.Bill]

16. The one flaw in the system

Last edited Sat Sep 9, 2023, 06:24 PM - Edit history (1)

is these service advisors do get paid on commission. At a busy dealership they should make pretty good money without trying to do too much upselling. When I walked up to my advisor's desk, he handed me a print-out of what the service manual called for at 20,000 miles. There was also a recall for the tie-rod ends some of my model are having trouble with. The recall required an inspection and mine were okay. But the main thing is he had all that in writing within one minute of saying hello to me. The technology is miles ahead of when I worked as a service advisor about 15 years ago.

I used to have to inspect the car visually for any existing damage to the outside. For me that meant walking around the car with a clipboard with a generic drawing of a car and draw arrows to existing damage and write a brief description of the damage. Now they walk around the car with a tablet and take a video of it.

[marked50]

23. Good Advice-Thanks.

[TexasBushwhacker]

15. I get free oil changes and tire rotations

I bought a CPO 2017 RAV4 Hybrid in the summer of 2020, right before things started to go crazy with car prices. Got it for $22K.

Now, 3 years later, I owe $8K and it's worth $22K! They've been begging me to trade it in. Since I don't drive a lot, I think I'm going to sell it to them, buy a used regular car that gets decent mileage and anything left over I'll put in the bank. I lost my new job last week, do it will be nice to not have a car payment anymore.

[MichMan]

19. The whole survey process is a joke

Their pay depends on getting high scores.

Anything other than the very top possible score is a fail. Customer that gives a 7 because they didn't like the snacks in the waiting area or what was on the TV, costs the advisors their bonus.

[Mr.Bill]

20. The only relationship it has to their pay is

some dealers will give a $50 or $100 bonus for a perfect score. Other than that, their pay is what it is. They do the same with salesmen. The percentage of people who actually fill out the surveys is usually in the low single digits.

[kacekwl]

21. Having been a mechanic and service advisor

for years I could tell many stories about automotive service but I'll spare you. What I will tell is at one dealership we used to start our day will a quip from the service director. "Remember, it's their money and it's our job to take it.

[Mr.Bill]

22. That's no different than any other retail business. n/t

[LiberalFighter]

24. Was not aware tires have to be programmed.

But how else would one know the psi for each tire?

[Mr.Bill]

25. Well, not the tires themselves,

but the sensors inside the wheels. Amazing invention, to be sure. Constantly knowing your tire pressure at the touch of a button means you can keep them correct. I have an air compressor at home so can take care of it easily. This extends tire life, increases safety and maximizes gas mileage. I think California has a law that whenever a shop works on your car, not just the tires, they must check tire pressure and put it on the invoice you sign at no extra charge.

In the good old days they used to do this for you every time you gassed up the car.

[airplaneman]

29. I had a tire sensor go out it cost $500 to replace and program only 8 weeks later the light

came on again probably a different tire but I wont pay for that again. What did we do before the tire sensors. I just fill tires regularly like I check oil and radiator fluid.
-Airplane

[Mr.Bill]

30. What kind of a car was that? An Audi?

I've never had one fail but I know the ones on the Corvette I had were under $100.

But I know what you mean. Gadgets are great until they fail.

[airplaneman]

39. 2007 Camry $125 for unit $125 to install $250 to program.

[Lonestarblue]

26. I bought my last car because of people at the dealership.

I really needed a new vehicle because mine was 10 years old and giving me problems that no one seemed able to fix. I had chosen two different car brands, but the staff in one dealership were rude and the staff in the other were as helpful as could be. I went with the helpful folks and never regretted it because that helpfulness also extended to the service group, not just the sales team. People and their attitudes matter.

[Mr.Bill]

27. That reminds me, my service advisor had a plaque

hanging behind him awarding him for "Best Attitude". I have no idea what it entails to win that award, but it sure was appropriate.

[SWBTATTReg]

28. Nice, just damn nice! Take care of us, and we as customers, will take care of you!

[malaise]

31. Great OP

Rec

[Mr.Bill]

32. Thank you.

You just never know which ones are going to take off.

[malaise]

33. This is one that makes me feel good

Nothing like human decency 😀

[Mr.Bill]

38. Thanks to all

for replying and recing this thread. It made it to #2 on the greatest thread page. I had no idea that would happen. It just passed 24 hrs, so it's gone from there now.