Please register to participate in our discussions with 2 million other members - it's free and quick! Some forums can only be seen by registered members. After you create your account, you'll be able to customize options and access all our 15,000 new posts/day with fewer ads.
At the dealership I used to work at, it was owned by a family with several different dealers (Honda, Hyundai, Nissan, Chrysler). Well, one of the service writers from Hyundai was moved to our shop (Chrysler).
The story I heard from several people as to why that was is because he was showing MANY different customers the same dirty air filter and telling them they needed a new one. Well, one day a savvy customer called him on his BS and a big stink was made about it, but instead of canning him they quietly shipped him to our shop.
If that was my shop, he'd have been out the door so fast his head would spin. But because he was a good salesman (ahem, ******) they covered up for him because he made them lots of money. Got into it with the service director of all their dealerships several times for "not upselling enough" on a few of the vehicles that came in. I told them it was because the vehicle didn't need any work (other than recommending fluid flushes because they hadn't been done) and I wasn't going to lie and make things up and sell people things they don't need.
IMO there's plenty of legitimate work that's needed on vehicles that you NEVER have to lie and make things up just to make money. All that does is burn customers and make them not come back. Things like trying to sell wiper blades when the customers aren't ripped and don't streak. Or telling them they need air and cabin filters without actually pulling them and checking them. Or calling brake pads at 6mm without a customer complaint (i.e. pulsation etc.). No issues at all with recommending fluid services, as lots of customers either don't know they're needed or haven't had them done. But straight up lying as that service writer did is not something I'd put up with.
So where do you guys draw the line between a legitimate upsell and just lying to pad your pockets?
But there are different levels of selling... when I was young I briefly worked in a shop but was laid off because I did not upsell tires... it was called selling strategy and I failed at it.
At the dealership I used to work at, it was owned by a family with several different dealers (Honda, Hyundai, Nissan, Chrysler). Well, one of the service writers from Hyundai was moved to our shop (Chrysler).
The story I heard from several people as to why that was is because he was showing MANY different customers the same dirty air filter and telling them they needed a new one. Well, one day a savvy customer called him on his BS and a big stink was made about it, but instead of canning him they quietly shipped him to our shop.
If that was my shop, he'd have been out the door so fast his head would spin. But because he was a good salesman (ahem, ******) they covered up for him because he made them lots of money. Got into it with the service director of all their dealerships several times for "not upselling enough" on a few of the vehicles that came in. I told them it was because the vehicle didn't need any work (other than recommending fluid flushes because they hadn't been done) and I wasn't going to lie and make things up and sell people things they don't need.
IMO there's plenty of legitimate work that's needed on vehicles that you NEVER have to lie and make things up just to make money. All that does is burn customers and make them not come back. Things like trying to sell wiper blades when the customers aren't ripped and don't streak. Or telling them they need air and cabin filters without actually pulling them and checking them. Or calling brake pads at 6mm without a customer complaint (i.e. pulsation etc.). No issues at all with recommending fluid services, as lots of customers either don't know they're needed or haven't had them done. But straight up lying as that service writer did is not something I'd put up with.
So where do you guys draw the line between a legitimate upsell and just lying to pad your pockets?
This service writer was a thief and a lier. I’ve ran into a few of those, in fact recently at a local dealership. The trouble is how does the average person really know if they are being lied to? They don’t, hence the opportunity to scam people out of their hard earned money.
This service writer was a thief and a lier. I’ve ran into a few of those, in fact recently at a local dealership. The trouble is how does the average person really know if they are being lied to? They don’t, hence the opportunity to scam people out of their hard earned money.
My mother recently purchased a new vehicle that has several free oil changes from the GM dealer. I'm going to be the one who takes it in for service and play dumb and see if they try this with me.
I PITY any service writer/manager that tries to pull this crap with me, not only will I make a fool of them and cause a big scene, I will ensure that they lose their job and are called out for the lying POS that they are!
Nothing pisses me off more in this business than dishonesty, there's no place for it and it should not and will not be tolerated.
Unless it is absolutely necessary stay away from the dealer for repairs.
A good competent independent shop who has his reputation on the line will generally be much more ethical.
Please register to post and access all features of our very popular forum. It is free and quick. Over $68,000 in prizes has already been given out to active posters on our forum. Additional giveaways are planned.
Detailed information about all U.S. cities, counties, and zip codes on our site: City-data.com.
Please register to participate in our discussions with 2 million other members - it's free and quick! Some forums can only be seen by registered members. After you create your account, you'll be able to customize options and access all our 15,000 new posts/day with fewer ads.
