Busy sales process - no follow up post sale
Multiple Harley owner here as well as other brands, have bought new and used both, first time purchasing at Jet City. Let me start by saying that everyone I encountered at Jet City was helpful and engaged - they seemed to like their jobs and love their products. Also, the showroom itself is awesome, so cool to see that kind of volume of bikes under one roof! I have a mixed review on my sales processI may be unusual in that I found the exact bike I wanted in inventory online - called to make sure it was in stock and offered to put a credit card deposit down to secure the bike since the drive was an hour to get to the showroom from my house and I didnt want to someone to buy it while I was drivingwas told that it wasnt possible and I would just have to hurry down therelame. Once there, I was willing to pay full price, did not try and haggle, no financing and no trade inand just wanted a quick process/experience. I dont think the Jet City Harley process allows for this (Ive bought new Harleys at Eastside and it as been way easier/quicker/more satisfying) - I had to deal with no less than 7 people to get my sale completeand it took way too longagain, everyone seemed happy to help, but its a super messy process with a lot of handoffs from person/department to person/department. There was a VIP Experience host, then my sales person, then their manager, then the finance guy, then the parts guy, then the merchandise person and, finally, the service person as I (in hindsight, a mistake) ended up buying a fairing and a seat from the parts guy during the process (I say it was a mistake because the parts are easily purchased online and my bike has gone MIA while I sit around waiting for parts/install that I could have done myself and been riding for the last two weeks while waiting). 7 peeps is just way too manyespecially for an easy transaction like mine. And it feels overly salesy - like each person is just in line to milk you for more and drive an upsell rather than there to deliver real value to you as a new ownerall these steps should be optionalrather than compulsory and even worse..each of the people in that process has their own checklist of stuff they have to go through with youdo you want the stage 1 upgrade, stage 2, stage 3, tire/rim protection, pre-paid service, insurance, flannel shirt, etc etc etc etc etc) - it goes on and on and leaves a bad taste in the mouth as a new Jet City customer. You should ask me what I want in terms of a sales experience and then do your best to give me what I wantin this case, I just wanted my bike and thats itand I wanted the transaction done efficiently, quickly and with minimal handoffs. Thats not at all what I received - again, I think it may be a Jet City sales process issues since everyone in the line of peeps I saw was very keen to ensure they covered off all their checkmarks and received a good review. The second half of my review is post-sale. Thats has been very poor - and almost totally predictable in the sense that everyone is your best friend before the saleand then once youve parted with your money, you matter to nobody. I bought my bike two weeks ago, paid in full on the day, and havent heard from a single person apart from chasing me for insurance so they could close their month end booksnothing to do with meand again, its clear your teams can get to me when THEY need or want somethingbut no consideration when it comes to what I may need. As it stands, Ive had to call twice to see where my bike is - are the parts there, are they fitted, when will it be ready, etc. I have to chasenot once has someone called meseems like with 7 people in the sales process, one of them could give a crap about the customer experience post sale. Im sure Ill be happy with my bike - but I wont go out of my way to go to Jet City in future, especially with Eastside as an option closer to me. My advice to the Jet City team would be to obsess about the customer before, during and AFTER the saleand make sure the process is tailored to themdont ask your customer to snap to your rigid and frustrating process.it likely works for someand for sure works for you on the upsellingbut it doesnt work for all customers.
Barry Padgett
7/10/2024
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