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Is sending your customer somewhere else a good strategy?

by lisag
13 replies
The front passenger and driver's power windows' switches on my car no longer work. I stopped by the dealer to pick up some new ones. I bought my car in another state and never dealt with this dealership before.

The part's guy looked up the items and told me he'd have to order them. "No problem, how much are they?"

$395 for the driver's switch and $199 for the passenger. I looked at him in shock. "No way. I'll drive with the windows up," I said.

He looked all around quickly and them motioned for me to lean closer. "Try eBay," he whispered. I thanked him and went home.

Sure enough, I got both switches on eBay for $199 total and free shipping. Still a lot more money than a couple of pieces of plastic are worth in my opinion, but at least the windows will work again.

So what about sending me to eBay? Was the parts guy disloyal to his employer? They had already lost the sale, but did they gain a customer?

My loyalty factor for that dealer soared after I left. There are three dealerships in my area for my make of car. And although I didn't spend money with that one this time, they will be my first stop the next time I need service.
#customer #good #sending #strategy
  • Profile picture of the author trevor75
    You just confirmed what I've been doing for years. If the customer believes you care about them and their needs, eventually you'll make a sale with them. Its sort of an investment. You may not get the money from them in weeks or even months, but you will eventually! You get way more flies with honey then vinager.
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    • Profile picture of the author Tina Golden
      When I worked retail, I would often send people elsewhere when we didn't have what they wanted. Just about without fail, those same people would come back within a short period and spend money with us. Often they would put a word in with the boss on just how helpful I was, too.

      And after that, when I told them our product was the best choice, they bought from me without question. They trusted me.

      My last retail job was in a Payless Shoe Store. I had customers coming from 30 miles away, driving by OTHER branches of the store, just to shop with me.

      Being honest and truly putting your customer's needs first just plain out works, folks.

      Too bad I wasn't on commission there, though...lol.

      Tina
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    • Profile picture of the author Marketstriker
      This strategy may work when you owe products which belong to different segments. So if the customer doesn't like the product you propose, he will buy the product which belongs to another segment, his segment. But it doesn't matter for you because you sells them both, but in different shops. That's how it may work.
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  • Profile picture of the author Louise Green
    It's good business.

    He knew he wasn't going to make a sale from you and gave you a valuable alternative. Now you respect the dealer and will probably return there in the future.

    Smart way to run a business.
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  • Profile picture of the author globalpro
    Lisa,

    When I was in construction, like Tina said, if price was an issue, I would recommend a competitor that would do the work a lot cheaper. I knew the quality was no the same, but the price was what the people wanted to pay.

    I used to get a lot of referral work that way.

    Thanks,

    John
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  • Profile picture of the author shermancox
    My auto repair person does that all the time. Tells me to go to parts.com or something and save big bucks...and guess what...I always go back to him to do my work. when you do such a thing it helps people to undesrstand that you are truly trying to help them with their problem...
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  • Profile picture of the author Slin
    I used to work at a Men's Wearhouse with one of the top suit salespeople in the nation.

    This guy was a monster in the way he worked.

    One of his key things was just this, showing the customer respect and helping them get the best deal for their needs.

    Our cuff links were not the most high class. They are not bad, but for a wealthy man going to a black tie tuxedo event they will not impress anyone.

    So he would always send these people to a small cuff link shop down the street. Sure enough these high class tuxedo guys would often always come back to him for their suits.
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  • Profile picture of the author SuiteJ
    I sell blogs/mini site products all the time and get requests weekly for custom design prices. Although I do one or two customs occasionally, I don't particularly like to do custom designs, so I always just send them to someone I think can help.

    This often leads to other things with that customer even though I sent them "away" for the custom design job. They almost always at least sign up for one of my lists after speaking with me, and many times buy something later.

    There's no reason to "keep customers to yourself" if you don't think you can help them and you know they're not going to buy from you anyway. lol

    Glad you got a deal on your parts. A few years ago, I did the same thing. I broke a cup holder that was built into the console (and folded away), and bought it on eBay for $30. The dealership wanted $250. lol.
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  • Profile picture of the author GMD
    Banned
    Your question was answered in that old Miracle on 34th Street movie. Macy's starting sending customers to rival Gimble's. The logic being, if they could not provide their customers exactly what they wanted, send them elsewhere in the hopes that new tactic would bring the customer back later to reward the kindness.

    In your situation, you obviously benefited. Will the other person's kindness payoff? If you go back there, yes. If not, then no.

    But money is not everything. We are human beings and should think about other people besides ourselves.

    If you provide a service you can try to hold your customer at all costs just to get the sale, or you can be honest with them. If that means they go elsewhere, so be it. But Karma being what it is, maybe they will come back and be your best repeat customers in other matters!
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  • Profile picture of the author digigo
    interesting observation.. it could be a disgruntled employee.. or a very smart business move.. they are hoping you will come back for your other automobile needs.. instead of saying "sorry.. we don't have it" they send you somewhere else.. and build good customer rapport.. that is another sale.. just not in monetary term.. it is called "goodwill"
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    • Profile picture of the author butters
      Good business in my mind, it makes it look like that garage is actually out to help you and that may be the case. Next time you have a problem or next time your friend has a problem, you will recommend them.
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      • Profile picture of the author JohnMcCabe
        Originally Posted by TMG Enterprises View Post

        When I worked retail, I would often send people elsewhere when we didn't have what they wanted. Just about without fail, those same people would come back within a short period and spend money with us. Often they would put a word in with the boss on just how helpful I was, too.

        And after that, when I told them our product was the best choice, they bought from me without question. They trusted me.

        My last retail job was in a Payless Shoe Store. I had customers coming from 30 miles away, driving by OTHER branches of the store, just to shop with me.

        Being honest and truly putting your customer's needs first just plain out works, folks.

        Too bad I wasn't on commission there, though...lol.

        Tina
        Tina, your story reminds me of when I worked my way through college selling light fixtures and accessories for both the retail and new construction trades. The setup before I arrived had the three full-time gals working two during the day and one at night, rotating shifts. There was also a part-timer that worked nights and Saturdays. Before me, that part-timer was expected to stay out of the way, do odd jobs and let the girls handle the 'real' customers (on commission).

        Then I got hired...

        After a time spent learning the product line and how things worked (what I was allowed to offer to sweeten a deal, etc.), I started handling customers. The normal routine was for a new home buyer to come into the store with a list, a budget, and a set of blueprints. Depending on the builder, they might be instructed to ask for 'his' girl. Sometimes they forgot...

        Pretty soon, people were coming into the store and asking for me by name - me, the part-timer! That wasn't supposed to happen!

        What they didn't know was that on a few Saturdays, I picked up overflow buyers when the girls were tied up. As an engineering major, I could read a print with the best of them. As an engineering major, I basically had no sense of style. So I listened to what people said they wanted, asked them to show me examples, etc.

        I also spent a few Sunday afternoons at job sites hanging light fixtures, ceiling fans and such for Monday closings. Builders noticed - and started sending people to me by name. By graduation, I was still the part-timer in winter, full-timer in summer, but I was the 'old guy' who had been there longer than anyone else. One of the best jobs I ever had...

        Made a full time living working 25 hours per week. Had a thriving side business installing fans and hanging lights until the brothers of the IBEW advised me that it wasn't such a healthy idea unless I wanted to join the union.

        Too late to make a long story short, taking care of people will take care of you, too.
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