Jill Merriam Key Hyundai Blog

Nice Customers Always Beat Out Grumpy Ones

July 9, 2010

The down and dirty reality about owning a car dealership nowadays is that not every customer is easy to deal with and not every customer is very nice.  I’m sure that all the marketing gurus would be furious if they knew I was posting this on my dealership’s blog, but it’s the truth.

That being said, it’s really only a very small percentage of the people who don’t play nice with others and the majority of our customers at Key Hyundai of Milford are incredible super people.  

My day yesterday was a tale of two cities.  I had a very difficult customer followed up by an amazing email from a happy, delightful customer.  I guess you can call that karma.  Anyways, here’s what happened.  

I was sitting at my desk on the showroom floor at our Milford Hyundai location (yes, as the owner I sit on the showroom floor) when a customer came loudly walking into the showroom from service looking for me.  He immediately starting screaming at me.  Okay, you’re thinking right now, “I’m sure he had reason to scream at you.”  So, his reason for screaming at me was that we called him to confirm his service appointment and he felt it was insulting to his intelligence.  He wanted to know if we thought he wasn’t smart enough to remember his appointment.  Then, he told me that I am a bad, horrible person because I make our service advisors recommend changing the air filter in his Hyundai at 15,000 miles when all the car really needs is an oil change.  I literally couldn’t get a word in edgewise.  So, I sat there quietly and took it from him.  He then proceeded to walk away and come back yelling at me three more times about the same issues.  So, we put two technicians to work on his oil change and got him on his way as soon as possible.  I even gave him his oil change for free.  Once he knew it was free, he apologized to me and told me that he had a bad morning before he got to us.  He shook my hand and wanted to know if we were now friends.  He then said, “I’m French and we’re not nice people.”  I got a chuckle out of that because all my French friends are delightful.  I’m not sure you can blame his ranting and his rage on an entire nation.    It took me about an hour to recover from that one. 

Then, I got an email from an amazingly happy customer from Key Hyundai in Manchester.  Rather than try to recreate what she said, I am including the entire email.  If Kathleen ever gets a change to read this I want to make sure she knows she made my day!  She even attached the following pictures. 

East Hartford Loves the New 2011 Hyundai Sonata

Hello Jill,
 
Thank you for the Purple Pear Buttered Almond Cream topping sent recently to thank me for my recent car purchase. That was very “sweet” of you.
 
I wanted to take time to tell you about my recent Key Hyundai experience.
 
My daughter and I show dogs. In 2004, I purchased a 2002 used Santa Fe from Key Hyundai to accommodate the travel needs of our hobby. I have had it serviced throughout the years at your dealership. It now has 142,000 miles on it and runs like the day I drove it off the lot. I built a bit of a friendly relationship with one of mechanics that works on my vehicle frequently. When I drop it off for check-up service before a long trip, if he is working, he is always so interested to know where we are heading for our show week outing, even at times, offering alternative route advice to avoid traffic nightmares. I have always had such positive experiences with service and know my auto is “good to go” when I pick up.
 
Over the last month, I have been in dilemma with what to do about the fact that my 16 year old will be licensed in just a short few more weeks. I toyed with the idea of getting her a smaller car to take her back and forth to work and school but really felt that she was too young for a “new” car although, her safety and my peace of mind balanced on a dependable vehicle for her to be out on the road with.
 
Two weeks ago, I brought my auto in for service and was taken care of, with kit gloves as usual, within one day. After drop off the night before service, I walked the new car lot and fell in looooove with the 2011 Sonata. Having several friends that own that model, dating back as far as 2002, I knew I wouldn’t be wrong glancing at this auto for whatever the possibility be. The Sonata’s new look has such “curb appeal”, really is beauty on wheels, but ???…. After not too long of thinking, my husband and I made a decision to turn over the Santa Fe to my daughter when she is licensed and that I would get the “new wheels”. All I have to say Jill is that since I picked it up last Saturday I have been smiling “ear to ear”.
 
The purchase experience thanks to Ed Poland was effortless. Jesus is the best and your finance person (can’t recall his name, sorry) made the signing as smooth as “butter on a hot frying pan”. S o o o  e a s y. Sort of laughed to myself after all was said and done thinking I should buy them all Easy buttons from Staples to put on their desks. Knowing my daughter was going to be the recipient of the Santa Fe, while in service, Ed had it bathed, polished and vacuumed for me to soon present to her. Man Jill, so way up above and beyond even my wildest of dreams. Kudos to all involved.
 
I will continue my loyalty to Key Hyundai because of yours for us. I can only hope that as my daughter ages and it comes times for her to trade in the Santa Fe, she too will come to you for her purchase. Keep up the positive that you share. Wishing much success to you and Key. I will be spreading my news about my experience if not through my smile alone. I do and my daughter surely will be “driving worry free with Key”.
 
 
Kathleen M.
East Hartford, CT
 
PS These pics are the smiles my daughter wears knowing how thrilled I am with my new set of wheels. Enjoy and thanks again. OK to share this email with all.
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