Why You Never Argue with a Customer

I have a quirky problem, and I bet some of you have it too.

I have no problem giving to or buying for others, but have a hard time buying for myself.

Earlier this year we gave my Beautiful Bride’s old BMW to a school crossing guard whose car died. (If you missed the story, click here: “People Used to Throw Hot Coffee on Her but Now She Has a New BMW”). I also gave my old Escalade to my mechanic, with the intention of replacing it with something newer.

I decided on a black Chevy Tahoe with tan interior, but just never got around to buying one.

Then last month, we found the exact vehicle at a dealership in the Nashville suburb of Franklin. I just needed to test drive it and confirm that it was as clean as it looked online.

It was.

When the sales rep asked if I’d be financing, I explained that we’re Dave Ramsey followers and would be writing a check. He must have worked for the “Sales Prevention Department”, because he told me Dave was a total fraud and had leased two new vehicles from them.

I wanted the Tahoe but knew I’d resent buying it from that twerp, so I walked away.

Then on my way back to Nashville from Kentucky last week, my Beautiful Bride called and told me Andrews Cadillac, which is two blocks from our house in the Nashville suburb of Brentwood, had the vehicle I was looking for.

I test drove it the next morning. It was even cleaner than the one at the other dealership, but had a crack in the dash. The sales rep, Gerry Vermillion, told me they had an upholstery guy who could install a dash cap for a few hundred bucks.

The vehicle was perfect otherwise, so I bought it. I then asked for the number of the upholstery guy. Gerry responded “We already called him. Your dash cap is on order, and we’re going to take care of it for you”.

What a difference in how the two dealers do business.

Dealer #1 lost a sale that was already made by arguing with a customer, ensuring that they’ll be the last place I shop for cars in the future.

Dealer #2 went above and beyond by offering to do something extra (a customer service principle called “Lagniappe”), ensuring that they’ll be the first place I shop for cars in the future.

The irony is that after owning the Tahoe for a few days, I realized the crack wasn’t that visible and decided not to have the dash cap installed. It ended up costing the dealership nothing, but the goodwill it bought them is priceless.

In Servant Leadership,

Glenn Shepard