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Old 10-05-2015, 08:54 AM   #1
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What should I do if I work for a great company with a bad service department?

Hello again my name is Matt and I am a new RV salesman. I started on June 1st and I love it.

So I work for a great company. The people are nice the hours are great and the product is great!
We sell Forest River / Coachman / Jayco / Tiffins
So as you can see all great companies.

My question is that we have a great sales team and product
But we don't have a good service department.

What would you tell your own family member to do. Knowing that I can't relocate or work for another dealership near by.
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Old 10-05-2015, 09:26 AM   #2
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NVM
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Old 10-05-2015, 09:29 AM   #3
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Whether the service department is good or bad, you just cannot bad mouth the company you work for. The only thing I'd say to your clients, our service department is a bit behind on work or higher number of repair volume than usual or had a few turnovers as of late etc. Yes they may be white lies but you can always refer the customer to another service department other than yours for faster, quicker and better service.

The issue here is a 2 way street, when you start to refer clients to a different service department other than your own, your return clients and word of mouth to new potential clients about your service department will hurt you and your own dealership. They will shop elsewhere.

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Old 10-05-2015, 09:43 AM   #4
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Quote:
Originally Posted by Matt RV Salesman View Post
Hello again my name is Matt and I am a new RV salesman. I started on June 1st and I love it.

So I work for a great company. The people are nice the hours are great and the product is great!
We sell Forest River / Coachman / Jayco / Tiffins
So as you can see all great companies.

My question is that we have a great sales team and product
But we don't have a good service department.

What would you tell your own family member to do. Knowing that I can't relocate or work for another dealership near by.

you seem to honest to be a rv salesman .
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Old 10-05-2015, 11:25 AM   #5
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Originally Posted by Night Stone View Post
Whether the service department is good or bad, you just cannot bad mouth the company you work for. The only thing I'd say to your clients, our service department is a bit behind on work or higher number of repair volume than usual or had a few turnovers as of late etc. Yes they may be white lies but you can always refer the customer to another service department other than yours for faster, quicker and better service.

The issue here is a 2 way street, when you start to refer clients to a different service department other than your own, your return clients and word of mouth to new potential clients about your service department will hurt you and your own dealership. They will shop elsewhere.

Dave

I'd agree with this. White lies may work in the beginning but they will get more cumbersome to maintain. It's pretty easy for potential customers to find out about your service dept reputation online. Have you ever thought of doing research similar to what a potential customer would do and see what the reviews are? You could then see if your service dept could brainstorm ways to improve? Other than that you can't badmouth your team - that wouldn't be good for anyone.
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Old 10-05-2015, 11:32 AM   #6
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No I never bad mouthed my team.

I am just wondering should I tell them about the negative reviews they have online?
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Old 10-05-2015, 11:34 AM   #7
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No I never bad mouthed my team.

I am just wondering should I tell them about the negative reviews they have online?
I'm sure they already are aware of that unless they live under a rock.
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Old 10-05-2015, 11:41 AM   #8
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Originally Posted by Matt RV Salesman View Post
No I never bad mouthed my team.

I am just wondering should I tell them about the negative reviews they have online?
Absolutely.

If they really want to have the reputation of being a top notch company and value at all what is being said about them, they will welcome the information.

You sound like you will approach it with respect towards your co-workers.

If they are not willing to sit down and listen to another employee's opinion, family or not, you need to rethink your future.
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Old 10-05-2015, 11:41 AM   #9
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Do all of your fellow sales staff feel the same way you do? Do you stand around and discuss this issue? How does the ownership feel about the service dept? Do they even know there is a problem?

You should find as many people you can that agree there is a problem and go to management. After all, eventually bad service will lead to bad sales. A a salesman you are not only trying to sell a RV to the customer you need to sell the service aspect to. Obviously you are not comfortable trying to sell your service department work because it is not good.

Your repeat customers will most likely come to your dealership for service, that is until they get bad service.

You need to get a lot of people involved in this to make it work. If no one else in the dealership knows there is a problem with the service dept it won't be improved.
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Old 10-05-2015, 11:43 AM   #10
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I have the same problem. We are planning on a move to Florida in January. Going to be full timing in a fiver. Last visit down I was offered a job at a RV dealership as I new more than their salesman. Not going to mention the dealer but I politely refused. I would love to get into RV sales and I am looking into other dealers in the area. For me it's not all about the money. A lot more things in life way more important. Way more. I couldn't live with myself knowing I sold an RV and the customer was going to have a bad experience with service afterwards. Maybe you want to express your concerns with the service manager. Show him some of their service reviews. That's a tough one. Wish I could open my own dealership. I'd hire you in a second.
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