The Importance of Earnest Service

Service of an Expert Salesman....


When an improved product and expert salesman mesh, it’s a pleasure to spend money. For a service fanatic, it’s poetry to behold–like dancing with a star.

This happened to us the other week when Barry Lang from Audia Chevrolet in Millbrook, NY called to tell us our lease had expired on our Chevy Malibu. My husband Homer Byington, not a car enthusiast, was impressed by the negotiation.  He said, “I knew I had to do something about the lease, and Barry got to me before I reached out to Audia Chevrolet.  There was plenty of time to make a decision: buy the car we’d driven for three years or lease a new one.

“He could tell I was technologically illiterate and conducted his sales pitch in language I could understand,” said Homer.  "He also priced his offer competitively, not taking advantage of me.” Homer had checked with a family member in a related business who confirmed the lease price was fair. 

Meanwhile, while we liked the 2010 Malibu we turned in, it had its faults, every one of which was addressed in the 2013 auto. The designers reduced the size of the side view mirror that previously had been so big that at certain angles I had to practically stand up in my seat while making a left hand turn for fear of running over someone hidden behind the device. The windshield seems bigger and the rear headrests smaller increasing visibility. Chevy also removed a lump that housed a break light at eye level for the cars behind, which took away rear window visibility for the driver. And it added handles above each door as a standard feature and enlarged the glove compartment.

Back to Barry. He was patient with our questions, explaining how the car’s Bluetooth system worked and other features basic for most but unfamiliar to us. We took a week to decide whether to buy or lease again and a car in the color we liked–a blue/gray–was still there on our return. When we noted this Barry said he’d reserved it for us.

We’ve written previously about how friends and family members have been treated dismissively and disrespectfully by showroom staff selling highfalutin brands with hefty price tags. We don’t think Barry could make someone feel diminished; arrogance isn’t his style yet he could sell high end products with equal success.

If you drop in to Audia Chevrolet, my bet is that one of the Audia brothers will be there. One brother, Peter, chatted with us briefly last Saturday before we signed up and this Saturday Bob handed me my permanent NY State registration. During the week someone at Audia had paid for and picked it up at Motor Vehicles.

Can you share a boast about a similar sales experience for any product?

6 Responses to “Service of an Expert Salesman”

1. April 8th, 2013 Lucrezia Said:

I’m the wrong person to ask since I know what I want 99.99% of the time and have a practiced deaf ear towards spiels. As to the remaining fraction of a percent, the ear is listening because of personal like, not because of ablity to sell.

2. April 8th, 2013 Jeanne Byington Said:

That’s what was so amazing about Barry–no spiel. He didn’t try to sell us stuff we’d have no interest in–he listened to Homer and didn’t try to ride over him with blah blah.

3. April 8th, 2013 Lisa McGee Said:

Well, if I am ever in a position to turn in my hunk of junk for a new improved model – I certainly hope to have an experience like this – sounds refreshingly pleasant as does your new car!!

4. April 8th, 2013 Jeanne Byington Said:

Lisa,

Speaking with someone through the car’s Bluetooth system is the strangest thing! Oh, and while we were out earlier today, my husband said that Barry called and left a message. He wanted to know how we liked the car.

 

5. April 8th, 2013 JPM Said:

Like your husband, I’m technologically impaired, but I’m also automotively illiterate. I know that this is un-American, I don’t even know the names of most car brands. Naturally, car salesmen see me coming miles away.

The first car I ever bought, a used one at that – I remember it didn’t have a roof and was American – was so overpriced that when I moved to New York a year and a half later and had to sell it, I had to pay the car company $1,800 (and that was when $1,800 was a lot of money) to take it back.

The second, and last one I ever bought, was in Brooklyn almost thirty years ago. I didn’t care what the thing looked like, or how fast it would go, only that it would go. Also, I was working a sixty hour week then and couldn’t afford to take days off to get it serviced. The salesman swore that his dealership serviced the vehicles it sold, properly and at a fair price. All I had to do was leave it off at the dealer when I went to work and pick it up on my way home. Like a dope, I believed him, but the first time I showed up for service, having made an appointment, I was told to go away and that they “were busy serving customers.” And when I tried to find the salesman, he was nowhere to be found.

Fortunately, we had a friendly gas station in the neighborhood where we lived run by a man who owned and flew his own airplane. Those were the days when you made more money pumping gas than working in a bank. How times have changed.

Indeed they must have, if your Barry is typical of today’s salesmen. What a great experience! I’m almost tempted to buy a car myself, if it feels as good as all that.

6. April 8th, 2013 Jeanne Byington Said:

JPM,

I wish that Barry was typical of today’s salesmen. If he were, I wouldn’t have all the grumpy posts that I sprinkle in with the others. It’s a joy to write about someone who does his job well. In fact, I keep thinking of other things he did right but I had to stop–who would believe me?

 

Thoughts from JM Byington & Associates, Inc.