My salesman asked for a better rating.

[Jeffredo]

After an 8 month wait I got my Maverick. I’ve had it for 9 days. I really like it. Today my salesman calls and asks if I can re-do the dealer survey because I only rated them 3 out of 5. Apparently his pay is based on my praise of the dealer so yeah, I CAN rate them 5 because he is a nice guy.
To sum up : I gave them money. They gave me a car. The salesman was friendly. He gave me a bottle of water.
I’m honestly neutral about the transaction.

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[ianjay]

Ford wants you to rate them as completely satisfied. I couldn't do that when I took delivery of my 2019 F150 Lariat because the dealership had put almost 380 kms on my special ordered truck before they gave it to me. The General Manager could not understand my position and even threatened me to not take my concern any higher up their management structure. You can't fix stupid.
Needless to say, I didn't change my rating and never returned to buy another vehicle from them. I have since bought two new Mavericks from another dealership with no issues at delivery.
Telling the truth seems to be getting harder doesn't it?

 

[OB1e]

You got water? All I wanted was the keys and to get out. 5 stars.

 

[Montana]

Yea... I don't care. Blame the employer, not me. I'm going to skip that crap anyways so if your pay is based off it, maybe time to look for an employer that actually pays their employees a liveable wage and doesn't try to blame the customer for their lack of compensation.

 

[ABTremor]

If they want a 5 star rating, give me 5 star service. Don't ignore customer inquiries about the order, don't respond to an email with a text to "try" and break the communication chain. Answer questions truthfully. ( I'm an adult, I can handle it,) and don't try and brush them off with " everything's fine" - the order is fine, our allocation situation is fine, and so on...

The dealership I dealt with knows how disappointed I am with their behavior from order to final purchase.
If not from the "anonymous" survey, (funny how they know what rating you gave them) then they know from the letter I sent Ford corporate.

And no, my displeasure is not isolated to the dealership. Ford has a bunch of responsibility for this stuff we've been asked to put up with when ordering and buying these vehicles.

I expect to be treated with some respect, especially from someone who wants my money..

 

[Superg0]

I sold Hondas for two years, both years I made it to the Executive Sales Club. To be considered for the Executive Club you had to have two qualifiers. At least 12 cars sold each month, and Customer Satisfaction Index (CSI) of above 90%. The award was given quarterly. I never missed a quarter. We used to ask for a a favorable review, and if they couldn’t give a favorable review we would ask what it would take to make it favorable? We asked before you turn it in with a negative review come back and let’s talk about it.

Never had a customer come back to talk about it. I'm not saying I didn't have negative reviews, but all mine averaged out to keep me above 90%.

I absolutely abhor the car sales experience. Once you work in it you realize the games, how they mislead, and all the other behaviors that make the cars selling experience such a hassle. The Honda 3.0 V6 came out back then, I'm talking late 90's now, and the New Accord V6 was impossible to get. We had a waiting list, and the dealership I was working did not add dealer markup on any vehicle, including the Accord V6. The Odyssey was redesigned at that time, and those were all presold.

All these stories I here on this forum that their salesperson does not communicate with them, or they did not receive updates from Ford about their VIN or have never received the Ford emails.....crucify that dealership and your salesperson. With all the damn technology we have today your salesperson had better go out of their way to give you info.

You can be a conscientious salesperson and do right for you customer, and for your employer, but its a balancing act that usually favors the salesperson who sides with the employer.

I was too soft for car sales, and always took my customers side. Maybe the reason I made it to the Executive Sales Club so often.....nice guy syndrome.

Now I'm just an old bitter man......give me my damn Mav already.

 

[sanpablo]

Apparently his pay is based on my praise of the dealer so yeah, I CAN rate them 5 because he is a nice guy.
[/QUOTE]

I was happy to give my salesman and the sales manager an excellent review. They did their jobs very well. I did mention that it took FORD 16 months to build my Mav but there was no place on the survey to rate that except in additional comments, lol!

 

[Ron Neal]

If they do their job thats worth a 0, if they go out of their way to help then thats a plus number but if they do less then its a negative number. Of course the surveys doesn't have negative numbers so the base line isn't a 0.
If they spend more time trying to help than trying to milk a 5 out of you they would be a better dealership.

 

[Superg0]

Don’t factor in that Ford takes months or years to deliver your Mav. You should only consider the dealership you bought from, how the experience went during your wait, and how much they did to console you during your wait. Only takes a few seconds to look at a computer screen and communicate to your customer that your Mav has a build date, its in production, etc. My salesperson is a nice guy, I have no problem with him as a person, however, his sales skills are non existent. He has not provided one update since I ordered, has not reached out at all at this point. I don't need to be spoon fed info or coddled in any way, however, reach out to me and ask if I'm still interested after 2 months? Give me a text saying your vehicle is shipped? I have got nothing, everything I have found out about my Mav and its journey has been here. I am still up in the air about how I will review my dealership. If I find my Mav lands and there is any delay in when they call, or if they try something weird with financing I will probably not give a review. I'm still a softy at heart, and even though car sales is just an awful experience, I don't want to negatively affect someone's pay. We shall see

 

[TJ2023]

After an 8 month wait I got my Maverick. I’ve had it for 9 days. I really like it. Today my salesman calls and asks if I can re-do the dealer survey because I only rated them 3 out of 5. Apparently his pay is based on my praise of the dealer so yeah, I CAN rate them 5 because he is a nice guy.
To sum up : I gave them money. They gave me a car. The salesman was friendly. He gave me a bottle of water.
I’m honestly neutral about the transaction.

I would tell him that you feel that he didn't provide 5 star service. Tell him that he gave you average service and you were fine with that, but you feel that is 3 star service. Make him earn that 5 star rating! No participation trophies from YOU!!! You can probably talk him into at bare minimum him paying for your oil changes while the truck in under warranty. Whatever you do, don't just change it because he is a nice guy!

 

[mav_kev]

Customer surveys are the bane of everyone involved and aren't actually a tool to improve customer service. Negative results (anything that's not 10/10) are disproportionately punitive compared to the benefits of positive results. As mentioned, individual pay is often tied to these results, but so are core dealership benefits, often with a 10/10 as a baseline expectation. If you watched a movie and said it was 7/10, that's pretty good - but a 7/10 dealership survey is a high crime.

Also, rating someone a 7/10 isn't going to net the customer any gain or affect any change at the dealership - it will only serve to harm those on the other end. If it was actually bad and they deserve harm, rate them a 1/10 and that will light fireworks everywhere. If they were good, you left happy, and felt strongly enough to fill out the survey, give them a 10/10. If you felt neutral don't even bother with the survey.

 

[Robert C]

What an antiquated system they have going on here.
It's like the fiefdoms of old Scottland and England when the region's
castles were passed down from generation to generation.
The great great grandkids are running the dealerships.
Here in Michigan there are codes and regulations and even laws protecting them.
You cannot buy a car without going thru a dealership (except Tesla).
The dealerships contribute heavily to both parties - they don't care weather they are republican or democrat as long as they are in their pocket.
But the day is coming when they will be bypassed and you can have a new car delivered to your driveway from the manufacture.
In the old days they served a purpose - the cars had to be tuned at the dealership, plugs gapped, points set, some assembly even - side view mirrors.
Now they just wash them.
They are less than useless.
They know less about the products they sell as you do just reading about what you want to buy for a day.
It's funny when someone posts "my dealer said..." - that is less than useless information.
I hate them all.
Change their rating as low as it can go.

My dealership ignored me for 1 year and 3 1/2 months after ordering this truck.
Yeah they had nothing to report but
hey maybe call me once a year to see if I'm still alive.

 

[KevCuRaoi]

After an 8 month wait I got my Maverick. I’ve had it for 9 days. I really like it. Today my salesman calls and asks if I can re-do the dealer survey because I only rated them 3 out of 5. Apparently his pay is based on my praise of the dealer so yeah, I CAN rate them 5 because he is a nice guy.
To sum up : I gave them money. They gave me a car. The salesman was friendly. He gave me a bottle of water.
I’m honestly neutral about the transaction.

In Ford's view: 1-3 are negative ratings, 4 is neutral, and 5 is positive.

 

[Decayed]

Was he a dick to you? He is being evaluated on customer rating and they are expected to get 5 stars or it can impact their compensation and chances for promotion. Why be a dick to him if he wasn't a dick to you?

 

[Bob The Builder]

My dealer was very good and treated me good but I choose to very rarely participate in those sort of things.

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