What would you do?

[skinny_tom (aka boney)]

You find yourself at a combined auto/motorcycle BMW dealer on Monday.

 

Your battery is dead.

 

The auto part of the dealership is in full swing, functioning as one would expect. The motorcycle portion of the dealership is closed- after all it is Monday.

 

The nice folks behind the automobile desk (which coincidentally is only feet away from the unstaffed motorcycle parts desk) do not want to sell you a new battery. They insist that the motorcycle dealership is closed and will not (can not?) service your bike. Nor will they sell you a battery, hiding behind the same excuse.

 

Behind the shop, where you now find yourself next to your moto contemplating the afternoon, the service door rolls up and there is a guy in there servicing some Police bikes. He walks out to a shed, grabs a battery from a fully stocked and charged rack and heads back for the service bay. Midway back to the shop, you approach him for a bit of help, explaining your situation. He states, rather clearly "motorcycle service is closed" and enters the shop- where he is servicing the Police bikes- then rolls down the door.

 

What do you do?

[SageRider]

If there is a common owner, raise holy h3ll!

[Tony_K]

My first thought after reading this is ...

People actually get batteries from the dealer?

Second thought...

Everyone knows bike shops are closed on Monday!

 

What I would do is shruge my shoulders. Tell myself I was kidding myself by even approching this "bmw dealer" and go down to the auto parts store and get a battery.

[Wyn]

Screw em. Find an independent. Then put some vinyl on the back of your cage. Urging folks to boycot them.

 

 

 

ISYHTRAH

[upflying]

Ride a police bike.

Seriously though, there are many sources for batteries than the stealerships. Most bikes will start and run with a jump.

If your battery is dead at the dealer, how did you get there?

Batteries don't fail suddenly, they fade off slowly and give you some warning.

If the service department is closed, it's closed, no exceptions.

I don't have a problem with that. The mechanic is there on his days off on overtime trying to catch up on the service. Police bikes do take the front of the line for service appointments.

[SHOman]

Tell them to pretend it's a police bike and tell'em to get you a damn battery, lazy bastages!

 

In reality I would write a letter to the owner telling them how what happened and CC: BMWNA.

 

I suspect the staff at the car dealership would get talked to and so will that ahole that was servicing the bikes.

 

At the least, they should have offered you a jump start, or need be a ride home.

 

Definite lack of customer service there.

[codinn]

Spend 10 minutes with a phone book and find it buy it somewhere else. This is one of the easier DIY items...

[BFish]

go back to the shed and grab another battery? is that the right answer?

 

 

seriously...would've offered the schmo working on the leo moto's a 20 spot to help me out.

[Silver Surfer/AKAButters]

Leave and wait until they are open on Tuesday, or find another shop that is open on Monday or a litle more flexible with their hours of operation. .

[Jake]

I nod my head in understanding that I, like Oprah, have no right to expect service from a closed store. Then remind myself that I should have called first. My last thought, would be to grab a cold one in the event that I still feel like kicking those cold-hearted auto guys right in the coin purse.

[mbelectric]

Do exactly what you did...leave. Find a bike shop that is open( provided you are not stranded )... but may I ask what specific dealer this was, so I may choose to not patronize?

 

MB>

[wrestleantares]

Do exactly what you did...leave. Find a bike shop that is open( provided you are not stranded )... but may I ask what specific dealer this was, so I may choose to not patronize?

 

MB>

 

I see a lot of good reasons not to patronize certain dealers outlined this board.

 

If the original poster had limped in on his bike while on a trip, then I could see some reason for complaint/disappointment.

 

But the dealer is closed! Don't give me, "But there were people there..." Fact is probably that the two dealerships run rather autonomously. The doors were OPEN because the car dealership was open - nothing to do with the bike end of the dealer. Would you expect some guy that you happen to see working on bikes in a closed/locked shop elsewhere to come over when you are banging on the door to open up and sell you a battery, please. The service guy probably does not run the register or know how to, he is there to catch up on work during a normal downtime. Some guy tries to come in and get him nonessential parts. This was anything but an emergency and I have a hard time seeing why the original poster came here to whine about it.

 

That's my opinion on it.

[mbelectric]

Although, I'm sorry to say, a dealer that says they are closed, should in fact be CLOSED. The mere statement that an employee was seen working on motorcycles stinks...

 

MB>

[harleyjohn45]

You find yourself at a combined auto/motorcycle BMW dealer on Monday.

 

Your battery is dead.

 

The auto part of the dealership is in full swing, functioning as one would expect. The motorcycle portion of the dealership is closed- after all it is Monday.

 

The nice folks behind the automobile desk (which coincidentally is only feet away from the unstaffed motorcycle parts desk) do not want to sell you a new battery. They insist that the motorcycle dealership is closed and will not (can not?) service your bike. Nor will they sell you a battery, hiding behind the same excuse.

 

Behind the shop, where you now find yourself next to your moto contemplating the afternoon, the service door rolls up and there is a guy in there servicing some Police bikes. He walks out to a shed, grabs a battery from a fully stocked and charged rack and heads back for the service bay. Midway back to the shop, you approach him for a bit of help, explaining your situation. He states, rather clearly "motorcycle service is closed" and enters the shop- where he is servicing the Police bikes- then rolls down the door.

 

What do you do?

 

i use dealers for warrenty work and in dire emergencies. i use independent shops. the way your problem was handled does not surprise me. i would just leave and try to not ever support them in any way.

john

[Huzband]

Obviously, you do whatever you need to do to get a battery, i.e., Sears, Pep Boys, John Deere, whatever. Then, do what I'm about to do...

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Buy a different bike, such as a KTM.

 

They might still be closed on Monday, but at least you won't have a snobby CAR dealer to deal with.

[Carnadero]

What do you do?

Battery-wise, I'd just go to an independent store (Road Rider actually had the right Yuasa battery in stock for my two-wheeler when I needed one). Might be a bit cheaper that route also.

 

As for the business aspect, hard to say. They are, after all, supposed to be closed, but I personally see no harm in trying to help you out (which is what I would have done if I was the mechanic on duty). That the guy seemingly didn't want to help you out (if he wasn't allowed to, he could at least have said so) is more a reflection of his character than anything else, IMO.

[skinny_tom (aka boney)]

Here's my take:

 

BTW, I was at work all day yesterday (and the 3 days previous) so ya'll can stop speculating about what I was up to.

 

A dealer who opens their doors, should be open. Not "open for car customers only." And not, "open for the police and closed for everyone else." This puts those special dealers who also sell cars in the wonderful place of "should be open" on Sunday and Monday. I fail to understand why I can go there, walk among the bikes, riding suits, gadgets, helmets, and toys but not be able to buy any of it.

 

If you go to the mall, all the stores are open during mall hours. If you go to Barnes and Noble, that little Starbux inside is open the same hours. If the Motorcycle and Automobile dealerships are in the same building, then they should be open the same hours- especially when they share the same floorspace.

 

Besdies, people don't show up at the dealer on a day that they're "closed" because they felt like stopping by. Usually there's a reason- Like, uh, they need a battery or something. Common courtesy and good customer service requires that if there is someone at the shop, they assist the customer, regardless of the open-ness of the shop. How difficult would it be for the service guy to get a battery and hand it off to the customer in exchange for a check that would be processed tomorrow when the shop is "open?" Or maybe the tech could have the car people ring up the transaction? There's a million possibilities which could have resulted in "good customer service," a satisfied customer, and probably someone who would talk about how nice the dealership was to them. I can only think of one bad way for this to end, and that's what happened...

 

I don't understand the thinking behind a company turning down money. I mean, they're in business to make money and here's someone willing to fork over the cash for a battery with no other employee involvement, but no one will take it.

 

I honestly, do. not. understand.

[russell_bynum]

Although, I'm sorry to say, a dealer that says they are closed, should in fact be CLOSED. The mere statement that an employee was seen working on motorcycles stinks...

 

MB>

 

That's silly. Let's use me as an example. I'm an IT guy and I work for an insurance/investment company. The company's official business hours are pretty standard 8-5 Monday through Friday.

 

Sometiems I work nights/weekends to do system implementations, maintenance, or just catch up on stuff that didn't get done during business hours.

 

Should I be expected to be able to sell someone an Annuity if they see that I'm there and working on the systems that process annuity sales?

 

Of course not. I don't have the authority, I don't have the user id/password, and I don't have the foggiest clue how to log into the system to process the sale.

 

How is this situation any different?

 

 

Closed but someone is stil there: Chances are that tech doesn't have the necessary training, authorization, and accses credentials to use the sales/inventory system. Even though he's there and doing work, nobody who knows how to do thing stuff that boney needed done (process the sale of a battery) was there....which is reasonable considering that they were closed.

 

Auto dealer employees not helping with a motorcycle dealer issue: Chances are, those are two totally different companies who just happen to occupy the same building. The car guys don't have the authorization, training, or access credentials to process sales for the motorcycle dealer.

 

In short: I don't see that anything unreasonable has happened.

[Huzband]

I don't see that anything unreasonable has happened.

 

What's unreasonable is, a lack of customer service.

 

OK, so they're "motorcycle" service is closed on Monday. Every business, mine included, has the right to determine its own hours.

 

However, I do believe a better tact should have been used. If they are a combined dealer, it would be in their best interest to accommodate any rider/driver of their marque. Although he happened to be on a bike, how do they know he doesn't have a stable full of BMW cars?

 

To qoute a line from "Pretty Woman". they made "a big mistake. Huge."

[wrestleantares]

Here's my take:

 

 

If you go to the mall, all the stores are open during mall hours.

 

No they aren't:

 

Chik-fillet is closed Sundays even in Mall locations. Locally there is a Christian Bookstore in the mall - closed on Sundays. Have also seen other stores closed during Mall hours often.

 

Besdies, people don't show up at the dealer on a day that they're "closed" because they felt like stopping by. Usually there's a reason- Like, uh, they need a battery or something. Common courtesy and good customer service requires that if there is someone at the shop, they assist the customer,

 

There wasn't anyone (manning the register or service desk) at the beemer shop - the bimmer shop doesn't count. Your opinion of what constitutes someone "there" obviously differs from the reality of the shops management.

 

How difficult would it be for the service guy to get a battery and hand it off to the customer in exchange for a check that would be processed tomorrow when the shop is "open?" Or maybe the tech could have the car people ring up the transaction? There's a million possibilities which could have resulted in "good customer service," a satisfied customer, and probably someone who would talk about how nice the dealership was to them.

 

Well since you are asking the question, obviously you do not know how difficult it is for them.

 

 

 

I can only think of one bad way for this to end, and that's what happened...

 

I don't understand the thinking behind a company turning down money. I mean, they're in business to make money and here's someone willing to fork over the cash for a battery with no other employee involvement, but no one will take it.

 

I don't understand how someone whines about customer service when the facility is closed - the only thing that separates this from an actual locked building is the lock.

 

I have a local MC shop that is open for motorcycle sales on Monday, but the service/parts and accessories is closed. Doesn't make much since to me, but the hours are posted and I understand it is their policy. I need something on a Monday, I wait.

 

I honestly, do. not. understand.

[bimmers]

here in GA we have no alcohol sale on sundays, guess what you can walk around in the grocery store and see and touch all wine and beer you want. You can even load your cart with them, but you cannot buy them.

 

What kind of a businessman is running a car and MC dealership with separate parts dpts.There is too much synergy to be wasted in double staffing etc.

Also this monday closed for MC shops is ridiculous, employ people who want to work and not just ride bikes all weekend long, sell them when the customers are able to visit the showrooms.

I guess the world would be boring if we all were perfect, nothing to talk about here either, so thanks BMWMC dealership for being closed so we got to venta little................

[SHOman]

I dont understand why some folks try to justify this kind of behaviour.

 

Maybe this will help some of those that don't understand to see what really happened here, i cut and pasted the important sections.

 

[begin Paste]

You find yourself at a combined auto/motorcycle BMW dealer on Monday.

 

Your battery is dead.

 

...

 

you approach him for a bit of help, explaining your situation. He states, rather clearly "motorcycle service is closed" and enters the shop- where he is servicing the Police bikes- then rolls down the door.

[End Paste]

 

If I interpret the author correctly.

 

Looks to me this person was stranded and this dealer could care less about helping someone that is stranded in their lot. I am very sure the owner would be very pissed to hear this.

 

Least anyone there could have done is jump your bike or give you a ride home.

 

I suspect no one on this website would have done any less!

 

I was in a similar situation in a car. Pulled up to the dealer at 9:00pm, only folks there were the night crew mechanics. They gave me the tools I needed to fix the problem myself and get back on the road and go home.

 

Bought two cars from them since.

[wrestleantares]

If I interpret the author correctly.

 

Looks to me this person was stranded and this dealer could care less about helping someone that is stranded in their lot.

 

I didn't get that impression, and in my first response I did differentiate between if this was an emergency, or just someone looking to replace a battery.

 

My impression is he was NOT stranded.

[russell_bynum]

I don't see that anything unreasonable has happened.

 

What's unreasonable is, a lack of customer service.

 

THEY'RE FRIGGIN' CLOSED!!!

 

If you called them when they were closed and nobody answered the phone, would that be bad customer service, too?

 

 

However, I do believe a better tact should have been used. If they are a combined dealer, it would be in their best interest to accommodate any rider/driver of their marque. Although he happened to be on a bike, how do they know he doesn't have a stable full of BMW cars?

 

"combined dealer" probably just means they are in the same physical building. They are most likely two different companies.

 

 

To qoute a line from "Pretty Woman". they made "a big mistake. Huge."

 

I don't deny that this was a lost opportunity for a sale. But the "Pretty Woman" thing was different. She went into a store that was open but refused to serve her. Boney went into a store that was closed.

 

The question would be: Is it worth training the car guys how to support the motorcycle dealership's customers, provide them the necessary access to the systems, and figure out how to pay the car dealership for their time when car dealership employees are supporting the motorcycle dealership? And if you do that, do you then say that the motorcycle dealership is open the same hours as the car dealership? If so, then you have to train the car guys about the latest riderwear, accessories, new motorcycle models, etc. My guess is the answer is probably that it doesn't make any sense to do that, and the few customers who would come in do not justify the expense.

[leikam]

I have been in this situation. One day my clutch cable frayed to almost nothing. Luckily I was 5 miles from a BMW dealership (a combined car/motorcycle shop). When I got there, the car half of the parts counter was staffed but the motorcycle half was closed. It was apparently too late in the day to get a new cable. Once I discovered that nobody could/would help me, I assessed my options: call for a tow or try to limp home on a marginal cable. At no point did I think that they were unreasonable or pointlessly turning away business.

 

Despite how much I wanted it not to be so, they were not open for business.

[skinny_tom (aka boney)]

Hey Russell, let's get this straight- Boney was at work. I'm merely setting up a situation and asking questions.

[skinny_tom (aka boney)]

That's silly. Let's use me as an example. I'm an IT guy and I work for an insurance/investment company. The company's official business hours are pretty standard 8-5 Monday through Friday.

 

Sometiems I work nights/weekends to do system implementations, maintenance, or just catch up on stuff that didn't get done during business hours.

 

Should I be expected to be able to sell someone an Annuity if they see that I'm there and working on the systems that process annuity sales?

 

Of course not. I don't have the authority, I don't have the user id/password, and I don't have the foggiest clue how to log into the system to process the sale.

 

How is this situation any different?

 

 

This situation is different because the tech who went out to get a battery was obviously a tech and not an IT guy. How often, when you're there at work late at night, do you go around moving annuity materials- or specifically accessing locations where they keep annutiy paperwork and then grab a bunch and take it somewhere else?

[skinny_tom (aka boney)]

No they aren't:

 

Chik-fillet is closed Sundays even in Mall locations. Locally there is a Christian Bookstore in the mall - closed on Sundays. Have also seen other stores closed during Mall hours often.

 

Things are obviously different on the west coast. EVERYTHING is open when the mall is open. Edit: Well okay, wait... I'll admit it... I haven't been into any mall for anything but a Building Alarm or bone-fide fire in.... uh...... prolly 7 years (?!) /Edit

 

 

Well since you are asking the question, obviously you do not know how difficult it is for them.

 

Yes, you are right. Apparently this tech is a complete dolt and he shouldn't be trusted with the LEO bikes he was servicing.

 

 

I have a local MC shop that is open for motorcycle sales on Monday, but the service/parts and accessories is closed. Doesn't make much since to me, but the hours are posted and I understand it is their policy. I need something on a Monday, I wait.

 

Next time your bike is stranded in their lot, we'll see how closed service/parts is. I'll put money on them getting you a battery.

[Shaman97]

What do you do?

 

I'd do just what you did - relay the information to the BMW-riding community, and name the dealer.

 

It's not unreasonable to expect a store to be open on a Monday, and if the doors are OPEN, the business is OPEN.

 

Those who think the OP is whining are making a personal attack on the OP when what he is doing is soliciting opinions, of what you would do - not what you think of his question.

 

Service like this is a prime example of why service in this country SUCKS. And generally, it does suck, since tales of great (or even good) service are worthy of headlines.

[AZKomet]

Ask the staff for a "push start" and then give them the finger when the baby is fired up??? Dunno???

[ghaverkamp]

Could you have taken a work vehicle and confiscated a battery as a fire hazard?

[russg]

Wow, this discussion has been fairly polarized. There are really two sides to this story. There is the person that needs help and the owner(s) that could make a sale and build customer loyalty.

 

If it were my business, I would make it important enough to my staff to help out my customers even if it meant bending a rule every now and again. They didn't need to know anything about selling batteries and as another poster pointed out that the credit card/check could have been processed the next day.

 

I too work in IT though I don't develop the software or work in technical support, I help my companies customers. I've had many bang on a door when they saw me and I have spent more than one of those occasions fixing their problems and giving them the correct information on how to contact support in the future. I have also been stopped in electronics stores while wearing company logo apparel. Yes my wife rolls her eyes at me but I always help the person as much as I can. The point is, my company makes me part of their success through the appropriate carrots and I do my part to make sure the customers I come into contact with know there are helpful, caring, "real" people that work for that company.

 

Companies that don't understand brand recognition and building customer loyalty are doomed to fail. When people see me and either associate me with the company through what I wear or the fact I'm on premises are seeing my company.

 

I do not think customers are always right nor are their expectations always reasonable. But there are much better ways to say "no".

 

How about: "Sorry the bike parts counter is close, let me grab a phone book and see if we can find what you need near by."

 

There's just too many ways this could have been a positive experience for the customer and still said "no".

[russell_bynum]

This situation is different because the tech who went out to get a battery was obviously a tech and not an IT guy. How often, when you're there at work late at night, do you go around moving annuity materials- or specifically accessing locations where they keep annutiy paperwork and then grab a bunch and take it somewhere else?

 

Right. But the tech doesn't know how/doesn't have a user id/password/isn't authorized to operate the sales/inventory system to process the sale. Just like I don't know how/don't have a user id/password/am not authorized to operate the system that could sell you an annuity.

 

The guy who washes cars at the car dealership has the ability to pick a car off the lot, get the keys, and drive it. Would you ask him to sell you a car if you happened by after hours and the dealership was closed?

[russell_bynum]

It's not unreasonable to expect a store to be open on a Monday, and if the doors are OPEN, the business is OPEN.

 

The doors were only open because another company (the car dealership) happens to share that same building. The store was, in fact, closed for business. The fact that there was a tech in there was also irrelevant. There are tellers in the bank before/after hours, but you can't get service from them because the bank is closed for business.

 

 

Service like this is a prime example of why service in this country SUCKS. And generally, it does suck, since tales of great (or even good) service are worthy of headlines.

 

THEY'RE FRIGGIN' CLOSED!!!!! Good grief. Do you go to the Baskin Robbins at 2am when they're closed, see the guy in there mopping the floors, and get all pissed that he will not sell you an ice cream cone? They're closed.

[russell_bynum]

Could you have taken a work vehicle and confiscated a battery as a fire hazard?

 

Now that's funny.

[russell_bynum]

How about: "Sorry the bike parts counter is close, let me grab a phone book and see if we can find what you need near by."

 

That would have been good. Offering to call the tow truck company that they use would have been good.

 

But I do not think it is reasonable to expect service from a company that is closed. If you show up at 5:01pm and they closed at 5:00, that's a little different, but showing up on a day that they're not open and expecting service is not reasonable.

[Shaman97]

You find yourself at a combined auto/motorcycle BMW dealer on Monday.

THEY'RE FRIGGIN' CLOSED!!!!!

 

They don't appear to be, and nobody's talking about Baskin-Robbins at 2 AM.

If the BMW shop was closed, there would be a guy with a mop inside. But what was found was a person behind a parts counter...but not a MC parts counter.

 

In the interest of customer service, how hard would it be to make a sale, and transfer the transaction (internally) to the proper 'bucket' the next day? What Tom experienced was an example of a company that was internally focused on policy, not customer focused. If you're a combined business (separate corporations are transparent in these instances) you should serve both businesses equally.

"Come back when it's convenient for us" is what he was in essence told.

 

This business clearly treats service as a slogan, not a way of doing business.

[ghaverkamp]

This business clearly treats service as a slogan, not a way of doing business.

 

Considering the looks I received from the cage guys at that dealership when I entered drenched on a rainy day, I'm not too surprised by their attitude.

[russell_bynum]

They don't appear to be, and nobody's talking about Baskin-Robbins at 2 AM.

 

They DO appear to be closed. They have a sign with business hours on it. The usual assortment of employees isn't there, etc.

 

You guys are being distracted by the fact that the building was open (because another company that does business in the same facility is open) and because the people at the place that was open had roundels on their shirts.

 

It's a different company. The bike dealership was closed. Period.

 

 

 

But what was found was a person behind a parts counter...but not a MC parts counter.

 

EXACTLY. Now we're getting somewhere.

 

In the interest of customer service, how hard would it be to make a sale, and transfer the transaction (internally) to the proper 'bucket' the next day?

 

If the "bucket" is a completely different company...it could be pretty difficult.

 

 

What Tom experienced was an example of a company that was internally focused on policy, not customer focused.

 

What was encountered, was a business that was closed. Most BMW motorcycle dealerships are closed on Mondays...does that make them not customer-focused?

 

 

 

If you're a combined business (separate corporations are transparent in these instances) you should serve both businesses equally.

 

So...you would advocate fully cross-training all staff at both businesses to be able to service customer needs at either business? The guy that changes the radiator on your E39 5-series also knows how to bleed the brakes on an '04 R1150RT? The guy that knows about all the BMW gizmos for the cars also knows about the latest and greatest in BMW riderwear?

 

That would certainly solve this problem, but seems to me like it would be prohibitively expensive, and not a good way to run a shop.

 

"Come back when it's convenient for us" is what he was in essence told.

 

"Come back when we're open".

[squints]

Closed or not I feel that the TECH was in the wrong. He could have offered a jump, offered the use of the phone. or even give the man a battery took his signed blank check made out to the dealership and had someone call the next day with a total. It's a simple matter of customer service. If the guy wasn't stranded then that's another story. I worked in retail for 12+ years and I would have handled it just as I said. I used to work in HD truck parts and it was common for me to get called at home when someone was in a bind, even when the store was closed. Had I said THE STORE IS CLOSED I'm sure that they would have found someone else willing to sell them the parts. I definetly would not buy anything from the dealer.

[Husker Red]

Boney, were you stranded or not? If your battery was totally dead how did you get there on the bike, and how did you get home? Or did you show up with a weak but useable battery that you wanted to replace, or show up in your car with a dead motorcycle battery in the trunk? Stranded is urgent (although still not an emergency) but in the other examples it's just an inconvience that they aren't open to exchange your battery when you want to.

 

So if you were really stranded then I agree it sucks they wouldn't help you. But I don't think it's quite fair to say it's BAD customer service since they are CLOSED after all. The car dealership and motorcycles are different businesses.

 

Of course, your experience certainly wasn't GOOD customer service. There are plenty of ways they could have helped you out, but they didn't want to make the effort.

 

Mike

[Shaman97]

You guys are being distracted by the fact that the building was open (because another company that does business in the same facility is open) and because the people at the place that was open had roundels on their shirts.

 

Doors open. Lights on. Air Conditioning running. People moving around. Appears to be an operating business to me. If the above weren't true, nobody would even go near the place.

 

If the "bucket" is a completely different company...it could be pretty difficult.

Likely owned by the same person(s) that own the car dealership, separated for accounting and legal purposes. Still, taking care of a customer that has a simple purchase in mind, it's not too difficult. Sell the battery. Take the money, write a note, and place it on the cash register: "Sold battery - $XX collected. Make inventory adjustment" Done.

 

Most BMW motorcycle dealerships are closed on Mondays.

Unaware of this. We have one - it's open seven days a week. To go tangentially a bit - most barbershops are closed Mondays. If I need a haircut on a Monday, see a shop has his lights on, with a man that has a smock on inside, I presume the guy will cut my hair.

 

So...you would advocate fully cross-training all staff at both businesses to be able to service customer needs at either business? The guy that changes the radiator on your E39 5-series also knows how to bleed the brakes on an '04 R1150RT? The guy that knows about all the BMW gizmos for the cars also knows about the latest and greatest in BMW riderwear?

No, and this is another Baskin-Robbins 2 AM extreme example. The person that rings up a parts sale at the auto dealership could easily do the same thing for the MC dealership. Tom brings battery over to auto parts counter, and the financial part of the deal is conducted. Tom's bright enough to see the battery is the same height, width, and the ratings show it has the right electrical characteristics. He's not asking for a clutch change, or advanced diagnostics. The battery (if available - and they didn't bother to look) is a part. Nothing exotic here. Take care of the customer.

 

"Come back when we're open".

 

"We won't even try to help you"

[wellcraft]

it seems to me if a business is closed it's closed regardless of what a co-located business is doing. it would have been a nice gesture if someone had provided you the assistance you were looking for but i honestly can't fault the dealer.

[SOTA]

Walmart

 

Thats all I need to say

 

we quit going to the ma and pa stores to save a buck and this is what happens.

 

no one cares anymore about other people.

 

nothing surprise me anymore, when it comes to customer service, this is not about being open and closed its about helping another person out.

 

I have been in small towns in South dakota, that business have signs on there doors after hours to call if you need something.

[Husker Red]

I have been in small towns in South dakota, that business have signs on there doors after hours to call if you need something.

 

Yeah, if you NEED something they will help. But if you call the locksmith's 24 hour emergency number because you would like an extra set of keys made on a Sunday afternoon when they are closed I don't think they'll show up.

 

I'm just not sure if Boney's situation was WANT or NEED.

[skinny_tom (aka boney)]

Walmart

 

Thats all I need to say

 

we quit going to the ma and pa stores to save a buck and this is what happens.

 

Actually, this is presisely why people go to WalMart. They're open 24/7 and have what you're looking for- for less. If the Mom & Pop's wanted your business they'd do things like help you on monday when there's somebody inside the store- then we wouldn't feel bad about spending a few extra bucks to get something we wanted as we'd know that we could get actual help when we needed it.

 

I'm not advocating for all dealerships to stay open 7 days a week, or even leave and emergency phone number on the door- I'm just saying that if someone inside is capable of doing what you need, then they should do it in the name of customer relations.

 

I have been in small towns in South dakota, that business have signs on there doors after hours to call if you need something.

 

These folks obviously want your business and know how to get it.

 

 

There's a delicate balance going on here. Everyone gripes that their local dealer is going out of business- or that the nearest one is several hours/hundreds of miles away, but they're quick to say "go somewhere else and never shop there again" when we can't get a battery on Monday. We're cutting off our noses to spite our face, and then complaining about it.

[Marty Hill]

What would I have done?

 

Gone to the sales mgr. or store manager and asked them if they would be good enough to have the m/c service guy sell/install a new battery in the bike while I looked at the new 700 series BMW that I was considering buying.

 

Tom, I would think this would provide a 95% success ratio.

[SOTA]

Walmart

 

Thats all I need to say

 

we quit going to the ma and pa stores to save a buck and this is what happens.

 

Actually, this is presisely why people go to WalMart. They're open 24/7 and have what you're looking for- for less. If the Mom & Pop's wanted your business they'd do things like help you on monday when there's somebody inside the store- then we wouldn't feel bad about spending a few extra bucks to get something we wanted as we'd know that we could get actual help when we needed it.

 

I'm not advocating for all dealerships to stay open 7 days a week, or even leave and emergency phone number on the door- I'm just saying that if someone inside is capable of doing what you need, then they should do it in the name of customer relations.

 

I have been in small towns in South dakota, that business have signs on there doors after hours to call if you need something.

 

These folks obviously want your business and know how to get it.

 

 

There's a delicate balance going on here. Everyone gripes that their local dealer is going out of business- or that the nearest one is several hours/hundreds of miles away, but they're quick to say "go somewhere else and never shop there again" when we can't get a battery on Monday. We're cutting off our noses to spite our face, and then complaining about it.

 

I don't think a BMW Car/Motorcycle dealer as a ma and pa more like a walmart

there not many car dealerships that are owned independent anymore.

[skinny_tom (aka boney)]

What would I have done?

 

Gone to the sales mgr. or store manager and asked them if they would be good enough to have the m/c service guy sell/install a new battery in the bike while I looked at the new 700 series BMW that I was considering buying.

 

Tom, I would think this would provide a 95% success ratio.

 

Marty, you're evil. (I like it!)

[Woodie]

What would I have done?

 

Gone to the sales mgr. or store manager and asked them if they would be good enough to have the m/c service guy sell/install a new battery in the bike while I looked at the new 700 series BMW that I was considering buying.

 

Tom, I would think this would provide a 95% success ratio.

 

...and THAT is why we have "WWMHD?"