Hello everyone! As some of you may know, I am the Mini Service Advisor at New Country in Hartford, CT. We are trying to get more involved in the enthusiast community, and I would really like you feedback on anything you would like to see us do; whether it be at the dealership itself, or any events like meets, rallies, picnics or service/performance clinics. Thank you so much for you input. Feel free to also contact me via E-mail: quattro_fischa@msn.com or at work: 860-240-7834 Thanks again!

 

You're in luck!

You have at your disposal a site which contains an extensive list of almost every way a customer was ever disappointed with a MINI dealership.

Of course, there's no way to make everyone happy all the time. Wouldn't suggest it.

But there's no reason for your team to repeat known mistakes, either.

While that fabulous and effective "front desk phone answering advisor" is surfing the net between calls each day, you should have them print out relevant threads from here for "service boo boos" and circulate a bundle around the team every Friday.

There's no reason we should know more about your product and your business than your team does, but we see just that too often at other dealerships. And nothing makes a customer more disappointed than having to manage the service provider when you are the customer.

I was rather shocked with a conversation I had while waiting for my MCS post-order, pre-delivery. She was driving an '03, I was waiting for an '06. She asked what dealer I ordered with, I told her, and she said if she were doing it again she would have gone to the "other" one that is another 40 miles further away. I was quite startled by this (and a tad concerned). Reason: she said "I always have to manage them closely." She's right.

I don't have an axe to grind here, but I really love the product and I want to see you guys make money, run a healthy happy business and attract good talent. MINI USA does a great job with the technical training but the service training happens in the field. Volvo is losing their franchise, which was once the most envied in the industry; that's because the dealership teams have gotten lazy selling a (once) great product.

The fact that you're here is already a sign that you'll succeed. Best of luck to you and your team.

 

Keep in mind, everyone, that I started with Mini as an enthusiast and became a part of the dealer, so I know what it is like on both sides of the desk, and love the feedback!

 

Thomas- thank you for the great feedback and kind words!

 

Hopefully i'll know how that is as well. Spoke to Bill today, waiting on a call from Darren.