The End-Of-The-Car-Story

So after our awful experience at our local Honda dealership, Michelle read my blog and kindly introduced me to  Raymond Chiu over at Richmond Hill Honda.  And as bad as our experience was at another Honda dealership, so was this experience at Richmond Hill Honda good.    Now to be fair, the car business is not an easy one.  They're high ticket items and the environment is most competitive.  Here's what I learned from Richmond Hill Honda.  Salespeople, business development pro's, realtors, other car salespeople and the like, take note.

1.  First and last impressions are the most important - what happens in the middle - less so.  When we walked into Raymond's dealership for the first time, we were greeted by smiling employees.  Raymond was paged, he showed up within seconds - smiling.  When we left the dealership, new car in hand, we we got fond farewells and thanks from Raymond and his team (Kim and Lewis)

2.  Establish rapport early and at every opportunity.  In my humble opinion, you're not merely buying a car - you're buying a car that fits your lifestyle and Raymond took the time to understand our lifestyle and what we were looking for from a car.  Raymond seemsed to understand our needs, our lives and therefore was able to make suggestions based on our needs, not his.  I call that KYC - know your client

3.  You're only as good as your team - and the team approach always trumps solo.  Raymond talked about his team - and introduced us to Kim - sales assistant.  Kim would prove invaluable in the process of closing the sale.  Oh, and when we picked up the new car - Kim talked us us about all the rust-proofing options (I don't believe in them at all).  No questions Kim's got a job to do - and I get that.  Kim listened, and when I said we were not intereted, she got it.  There is nothing wrong at all with a subtle up-sell (Kim get's a 10 out of 10 for having taken the initiative)

4.  Set expectations from the start.  The dealership clearly articulated, what they were going to do - and what we could expect - and I like that.  In other words, they removed the F.U.D (fear, uncertainly and doubt) factor early

And that, brings our car story to a lovely and appropriate closure.  Thanks to Raymond, Kim and Lewis at Richmond Hill Honda for making our car acquisition process (something I don't particularly enjoy), so easy and such a pleasure.