Meeting with Sales & Service Managers - questions to ask

[Fish Fingers]

My experience with OPC (picked up car last week) has been patchy at best.

But most of this is down to covid in one form or another (parts shortages/delivery delays/staff self isolating/huge demand etc).
I couldn't even meet them face to face till the last few weeks.

You have to take current cumstances into consideration. It's a tough time for everyone.

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[Jhenson29]

I’ve found over the years rapport = spending money and being a regular customer - very little comes from talk - but if you’ve purchased and followed through with actions as a reliable and reasonable customer dealers will do their best to help you.

Yes, this 100%.

The loaner policy question is a useful one in my opinion.

I agree with this too. Even if you have an extra car, the loaner is nice to make it easy to pickup and drop off your car when needed. I’m in a loaner now as my Macan is in for regular service.

Getting a loaner has been so regular from my dealership over the years, that I’ve come to just expect similar service from other businesses as well.

The other day, I was ordering ice cream and requested a loaner ice cream while I waited. They were non-compliant.

 

[BTN1]

Yes, I agree on loaner being good question. I guess setting up a meeting to discuss it is what takes me back a little. Seems like that could be discussed on a call, text or email... But etc has their own way/style which is fine.

Yes, this 100%.



I agree with this too. Even if you have an extra car, the loaner is nice to make it easy to pickup and drop off your car when needed. I’m in a loaner now as my Macan is in for regular service.

Getting a loaner has been so regular from my dealership over the years, that I’ve come to just expect similar service from other businesses as well.

The other day, I was ordering ice cream and requested a loaner ice cream while I waited. They were non-compliant.

 

[Klepper]

I’ve found over the years rapport = spending money and being a regular customer - very little comes from talk - but if you’ve purchased and followed through with actions as a reliable and reasonable customer dealers will do their best to help you.

at least that has been how it works for me.

This has been my experience as well. It's buying cars that builds the relationship.

You will meet the sales manager and service manager when you pick up your car. That's a great time to ask a few questions such as the one about the loaner car.

 

[Henke]

I've revised my questions based on the overwhelming opinion being that the original questions would not be helpful:

• What does a good customer look like to you? I Would like to start a long term relationship with your dealership
• I know it’s a fairly new car for Porsche and there will be some teething issues from time to time, do you get an early heads up about recalls or potential issues?
• What are some common problems I might see? logging in to the car, loss of power, charging issues at EA - have you seen these problems with any of your Taycan customers?
• What is your policy for loaner vehicles when my car is off the road?
• How many trained Taycan technicians do you have at this location?
• How do you communicate with me when you have the car? Will it be easy to call in and speak to a human being etc?

 

[mikeva]

I like this list a lot better -- especially the way you have phrased the first question..

 

[Tooney]

One way to clarify expectations with any vendor is to discuss what happens when/if problems occur. If the dealer's service & sales managers reacted negatively to your questions - including the original ones - you've learned something important in advance. The matter of having to wait for service due to parts taking weeks coming from Germany is something to learn about. It's been mentioned many times in this forum. What's the dealer's experience with that? Certainly a fair question. Another one is the need, if any, for local service techs to "check in" with Porsche NA before accomplishing repairs. What is the dealer's experience with that?

Thanks for sharing your questions. I plan to make use of them. Hope you will share the responses you receive.

 

[Henke]

One way to clarify expectations with any vendor is to discuss what happens when/if problems occur. If the dealer's service & sales managers reacted negatively to your questions - including the original ones - you've learned something important in advance. The matter of having to wait for service due to parts taking weeks coming from Germany is something to learn about. It's been mentioned many times in this forum. What's the dealer's experience with that? Certainly a fair question. Another one is the need, if any, for local service techs to "check in" with Porsche NA before accomplishing repairs. What is the dealer's experience with that?

Thanks for sharing your questions. I plan to make use of them. Hope you will share the responses you receive.

Thanks for the feedback, absolutely I will share what I hear. I think it is all about tone and attitude. If I am abrasive with these folks, I am sure they will think they would rather not have me as a customer. If I am honest and say my goal is to be a long term customer, then it sets a different tone.

 

[Needsdecaf]

Honestly....coming from a Tesla owner, the symptoms are easy to recognize. You're approaching this like a shell shocked Tesla owner. I think to be honest, most of your questions are pretty unnecessary other than "what's your loaner policy" and "how do I become a valuable client". And to answer the second question, if you're not prepared to buy multiple cars / year, it's be nice. Drop off gift cards / gifts. Know their birthday and send them something. Etc. But in the end, it's all about how much you've bought from them. It's a business of course.

 

[dwaltchack]

OK, I get the message, a pretty resounding "these questions are a waste of time".

Has anyone attempted to build rapport with their dealership prior to getting their car? I'm not expecting perfection, but I would like to know that if there is a problem, the dealership is on my side. I like to be a good customer in the hope that the dealer will be more inclined to go an extra mile to help me if there is an issue.

maybe consider getting a few counseling

I've revised my questions based on the overwhelming opinion being that the original questions would not be helpful:

• What does a good customer look like to you? I Would like to start a long term relationship with your dealership
• I know it’s a fairly new car for Porsche and there will be some teething issues from time to time, do you get an early heads up about recalls or potential issues?
• What are some common problems I might see? logging in to the car, loss of power, charging issues at EA - have you seen these problems with any of your Taycan customers?
• What is your policy for loaner vehicles when my car is off the road?
• How many trained Taycan technicians do you have at this location?
• How do you communicate with me when you have the car? Will it be easy to call in and speak to a human being etc?

much better. build relationships with the folks there, they will want to help you. be a nag and they'll just want you to leave.

 

[Henke]

One way to clarify expectations with any vendor is to discuss what happens when/if problems occur. If the dealer's service & sales managers reacted negatively to your questions - including the original ones - you've learned something important in advance. The matter of having to wait for service due to parts taking weeks coming from Germany is something to learn about. It's been mentioned many times in this forum. What's the dealer's experience with that? Certainly a fair question. Another one is the need, if any, for local service techs to "check in" with Porsche NA before accomplishing repairs. What is the dealer's experience with that?

Thanks for sharing your questions. I plan to make use of them. Hope you will share the responses you receive.

I was supposed to go and meet the team yesterday and test drive a 4S again. I got a call to say they were happy to meet with me but they sold the 4S demo so they didn't have anything for me to test. So I will check in with them next week to see if they have been able to get hold of a 4S to test.

 

[Jmrdmd]

Be the person they want to see not the one they don’t. Swing by Dunkin and bring a dozen or two. Maybe a Chicago handshake here and there. (if you know then you know…if not google)

Also, I got my Turbo S in June and I’ve had it back at the dealership exactly one time…to pick up my plates.

It‘s a great car.

Best of luck with it…enjoy it.

Best

Jan

 

[Peter W]

As many have stated in previous responses, I think the original questions to the dealership are quite 'direct' and can be construed as 'what a PITA client'.
bought a new CTT as I know that Porsche will take care of me. Sometimes better than other times, but I also need to play my role as a 'good customer'.
How ? Very simple. When you have an issue with your new car, and you have to take it back to the dealership, tell your service guy / service manager how awesome the car is and how happy you are and how it has changed your life etc. And then tell them, Oh by the way, there is this little thing that needs some attention, let me show you. At that point, they are already beaming of joy, you made their day already, and they will jump up and down to help you. And when you come back and pick up your car, bring your service guy a bottle of wine or whatever. That's my way of building a relation.

 

[Henke]

As many have stated in previous responses, I think the original questions to the dealership are quite 'direct' and can be construed as 'what a PITA client'.
bought a new CTT as I know that Porsche will take care of me. Sometimes better than other times, but I also need to play my role as a 'good customer'.
How ? Very simple. When you have an issue with your new car, and you have to take it back to the dealership, tell your service guy / service manager how awesome the car is and how happy you are and how it has changed your life etc. And then tell them, Oh by the way, there is this little thing that needs some attention, let me show you. At that point, they are already beaming of joy, you made their day already, and they will jump up and down to help you. And when you come back and pick up your car, bring your service guy a bottle of wine or whatever. That's my way of building a relation.

Good advice. It's the classic of starting with a positive to get people onside before asking for help and constructive criticism.

 

[Henke]

For those who requested an update, I met with the sales and service managers today. Thanks to the advice on here, the meetings went very well.

Service manager volunteered the previous issues with the power loss and said they’ve been resolved. He mentioned they have one car currently getting battery replaced which is their first but no other major problems. Happy to provide a loaner but it won’t probably be a Taycan (which is cool because I’d prefer to drive something else). We discussed communication and my desire to be a good client and he said it really is all about the communication.

The sales manager was also nice enough and he said that the questions I asked indicated I’m already a good customer. I stressed that I want to be considerate of them and not a complainer but on the flip side, I’d hope they look after me if there is a problem. He said that they welcome the Porsche enthusiasts who come in every couple months to look at the cars and ask questions just as much as the folks who only come in to buy a car or for service. We discussed our mutual love for German cars and how that led me to Porsche.

Overall I think it was a good conversation and very worthwhile. I got a couple of business cards and started a relationship in case there are any issues. Didn’t go down any of the negative paths

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