Build a relationship with dealer

So for all the guys who are always bitching about dealerships being stealerships and how awful they are. Over the years have bought and my family now fewer than 20 cars from my dealer. All cars serviced at the dealer at internal rates. All oem parts bought at cost plus 5. Current truck is a 2015 Prerunner with 99k. Went in for the 100k service and told my tech who’s worked on all my trucks for 25 years I had a slight shutter at 25-30 mph. He checked and said it was the torque converter and also noticed I hand a bad carrier bearing. My service writer mad a quick call to the service manager and the gm(owner). One day later picked up my truck with a new complete driveshaft and brand new torque converter covered under Goodwill warranty. They’re not all bad guys.

 

I agree that they aren't all bad, actually I've found most Toyota dealerships I've been to have been pretty good. I also haven't had many problems with my truck. You do hear the horror stories though. I wonder if a guy who had bought just one or two vehicles as opposed to 20 over the years would have gotten that "goodwill" warranty? Probably not. Also in reality it wasn't "goodwill" you have paid for that through the hundreds of thousand dollars you have spent with them and their overpriced work over the years. Glad they hooked you up a bit though!

 

It's almost heresy to go on TW and praise a dealer. I guess it's because so few on TW actually have a relationship with a dealer and so many buy "used". I have purchased every one of my Toyota's (six) from the same "local" dealer, all new, out the door at MSRP or less (7% sales tax state, lic & reg, fees etc) My experience mirrors yours
gotoman1969. The few issues I've had over the years, have been quickly resolved, all to my satisfaction - period.
Maybe I don't get the best "deal", but I get the best treatment without having to "shop" for it.

 

Over the past 20 years, between my wife and me, we've purchased 4 vehicles - 3 new, one used. I'm not lining their pockets, so I have no expectation that they'll let me keep my money in mine. To be clear, I'm okay with that arrangement, but it's why I do pretty much all my own work. You don't get something for nothing in this world.

 

Good for you.

Of course they are not all bad. It's just not that easy to find what you've found. There are a few major barriers to finding that...........

1) customer doesn't know what they are looking for, or what a fair expectation is
2) MANY dealerships now are large corporate chains, governed by owners out of town. Many with multiple marquees.
3) management/leadership at the dealer that is not particularly customer centric nor actually vehicle enthusiasts. It's a job, not a fun way to live
4) management/leadership that doesn't train well and hold high expectations of staff, particulary the low end work of vehicle prep
5) high rates of staff turnover (multiple reasons) gives no 'relationship' opportunity of significance.

You have found a gem. Most of us need to find a quality independent shop to be able to build those relationships. And of course those cannot offer some of the things like 'goodwill warranty'.

BTW, I can promise you, that regardless of the personal relationships you have, they've made a pile 'o bucks on your business over the years. And expect to in the future. Their knowing and internal acknowledgement of that is where your 'goodwill' on a 100k vehicle comes from.

 

Good service shouldn't be contingent on having a 20 year relationship.

 

No, they have made a "pile 'o bucks" on me, because, of my personal relationships with the dealer principal, and a 20 year salesman who I happen to like. And yes, I expect them to make a "fair" profit on my future purchases. And yes, that's where the goodwill comes from, and, it's the exception rather than the rule (your list of the 5 barriers to enjoying a similar relationship is fair.) We should all be so fortunate to have that kind of relationship with a business that represents the second largest cost of living expense for most of us.

 

It’s the good service and meeting expectations from the get go, that has kept the 20 year relationship. As the consumer I get to choose whom I choose do business with and can move on at anytime. It’s the seller who has to earn my continued business.

 

Is this a joke thread? It’s not even Friday yet.....

 

Thats not really what the title of your thread implied, but I get the sentiment. I'm far more likely to go back if I feel like I've been treated fairly as well, but that isn't really a surprise.

 

so it takes buying 20 cars to get good service?

 

I've been servicing my trucks at the same dealer for 6 years now with the same service advisor, who has gotten to know my family and most importantly knows my truck. They are small time, family owned, not one of the big chains. On top of already fair pricing, over those years I got kickbacks and "goodwill warranties" for little bits and pieces that needed work here and there - and I usually only bring the truck for stuff I don't want to mess with at home. It really makes a difference when the business is truly customer-service oriented.

I should say did, because I found out my service advisor was either furloughed or laid off due to COVID-19.

So yeah, not all dealers are bad. In my experience, usually it's the smaller, "rural" dealers that want your business and really try.

 

No. It’s been that way from the first car. That’s why they received business for the additional cars and recommendations.

 

Yeah. Maybe it’s misworded. But you know what I mean.

 

The only dealer you should be friends with is your drug dealer.

 

and even then, they’re not your friend. All dealers will turn on you when you don’t benefit them

 

Gotta love the anecdotal evidence. Imagine what you'll get if you take him out to dinner first?

My familys purchased three Tacomas from the same dealer and they still fucked up my oil change.

 

LOL they did one oil change on my Tacoma and got black grease on the cloth seat. never again!

 

I appreciate your words OP. It is a nice change to see (some) positive talk regarding Toyota dealerships.

 

Mice chewed wiring harness - Dealer quote= $1400.00 / Independent shop = $150.00.

It’s a simple math problem.