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Modern Expectations

This is an interesting discussion that is not limited to just motorcycle dealers. I can see this same discussion taking place regarding car dealers, hardware stores, hobby shops, even grocery and department stores. All will have e-mail addresses, but all will likely prioritize e-mail response differently.

Some shops, like Hermy's in PA, and that outfit in SoCal, have embraced the changes the internet has brought to the marketplace and have staffed up accordingly. Likely they would respond to a parts availability/cost request within hours. But others, while posting an e-mail address, still use a brick-and-mortar business model. I can very easily picture a dealership owner instructing his crew to give these requests low priority, perhaps even ignoring them, as it has been his experience answering these requests wastes time and there is no visible connection to sales. For example, let's say dimitryINspace did in fact receive a response, then went in to make his purchase. Would he have mentioned to the clerk that he is here because the dealer responded to the e-mail? Maybe. But probably not.

The Triumph dealer I use has demonstrated this. Twice, e-mail requests for parts availability go unanswered. But, when I sent an email commenting on how long I had to wait around the dealership for the paperwork to be competed after purchasing a trailer, I got a phone call literally within an hour. To the dealer's defense, they had just taken on the Kendon line of trailers and hadn't worked it out between the sales department and the parts department who was responsible for completing the paperwork. As a result of my letter, sales people now handle the trailers and they get a small commission for their time.

I think this is a lesson for all of us. How to do want to buy our mosickle stuff? From a small cozy shop with an all-day coffee pot and everyone knows your name? Or a Big Box Store with 48 hour delivery and a 10% break on the price?

Probably both. :smile2:

While I sympathize with the philosophy that if an e-mail address is posted, a response is expected, I am also a realist that will use several means available. An allegory: a man's boat is sinking out in the bay within sight of land, so he shoots up a distress flare. He then settles in, patiently waiting for the Coast Guard to show up, all while his cell phone and VHF radio go unused. Of course, this is way different than a parts availability and cost request, but I think I made my point.

In-person is best. Besides, it's an excuse to visit the showroom.

Phone calls is second best.

E-mail will work, but it depends on the subject matter.

Maybe in the near future this will change. I got a gizmo on my kitchen counter that responds to voice commands. Maybe someone out there is right now developing software that can prioritize e-mails, and even respond to routine requests such as parts availability.

Who knows?
 

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Discussion Starter #22
I'm really burned out by this... :| All they had to do was email me back. It's really not too much to ask. It's as simple as that.

Here's an update.

Out of the four dealership I contacted via email, only one (the one in wisconsin, recommended to me by one of you guys) bothered to reply to me in a reasonable time frame and that's despite them being closed at the time. They'll have my business going forward. Despite them being the farthest from me. That's how much good customer service means to me.

The original dealership finally emailed me back with some excuse. Another one hasn't bothered to email me back at all. And the last one, and frankly the MAIN one when you think Triumph in Chicago, called me only after I made a snide remark (yeah, childish of me but whatever) on their instagram page. Incidentally, I was labeled a troll there after that comment, >:) because I pointed out they don't email their customers back. That's a troll now a days guys... :sip
 

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Before I retired I was able Program Manager for a large missile program working both development in one phase and production in another phase. Email is okay for simple instruction and direction but leaves too much room for misunderstanding for complex actions.
Sure but this is not Rocket Surgery!:grin2:
 

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Before I retired I was able Program Manager for a large missile program working both development in one phase and production in another phase. Email is okay for simple instruction and direction but leaves too much room for misunderstanding for complex actions.
Sure but this is not Rocket Surgery!<img src="http://www.triumphrat.net/images/TriumphRat_2015/smilies/tango_face_grin.png" border="0" alt="" title="Big Grin" class="inlineimg" />
Thanks I needed a chuckle.
 
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