NumanR
Established member
Totally agree mate, its the individuals that make the difference and perhaps alot of dealership staff are as frustrated as the customers? Personally as a DET I am salaried, yet I work minimum of 9 hours a day and often more looking after customers needs from 7 am to 8 pm. I know T does exactly the same, I also know alot of staff at dealerships work bloody hard with no thanks from many customers. Alot of customers honestly believe we have techs hanging on pegs waiting for their car to arrive at the dealership, and all we do is take the tech of the peg, and give them the car to work on. Same with courtesy cars, we have an endless supply of them.
I think though to make dealerships work to satisfy customer expectation the customer must change their perception of what happens in a dealership and understand that the customer may need to put time aside to give information to the dealership.
Alot of techs try to explain their role as being like a doctor, in truth its not its more like a vet, because our patients cant talk or tell us what the problem is.
If you take your dog to the vets you dont dump him at the reception and say hes throwing up, then leave no contact number and refuse to pay the vet after the consultation do you?
The idea of the DET was to help interview customers on behalf of reception and gain vital information from the customer, that a receptionist may not gather. (You speak directly to the vet or doctor dont you? So why not the DET or tech?) Yet many customers dont get to speak directly to technical staff because dealerships havent embraced this role fully.
I think though to make dealerships work to satisfy customer expectation the customer must change their perception of what happens in a dealership and understand that the customer may need to put time aside to give information to the dealership.
Alot of techs try to explain their role as being like a doctor, in truth its not its more like a vet, because our patients cant talk or tell us what the problem is.
If you take your dog to the vets you dont dump him at the reception and say hes throwing up, then leave no contact number and refuse to pay the vet after the consultation do you?
The idea of the DET was to help interview customers on behalf of reception and gain vital information from the customer, that a receptionist may not gather. (You speak directly to the vet or doctor dont you? So why not the DET or tech?) Yet many customers dont get to speak directly to technical staff because dealerships havent embraced this role fully.