Re: Insecure New Owner - Saab NG900 & OG9-3 Bulletin Board - Saabnet.com
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Re: Insecure New Owner
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Posted by rfellman (more from rfellman) on Wed, 3 Jan 2001 18:37:35 Share Post by Email
In Reply to: Re: Insecure New Owner, C Wilde, Tue, 2 Jan 2001 20:07:22
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I think you have an accountability problem in the service department of your dealership which is likely due to inexperienced and/or incompetent leadership in the service department.

You need to complain loudly directly to the dealership ownership and the service bay leadership and the sales staff that unless they get their act together, you will go out of your way to make them accountable. This may mean publicizing their bad service to other partrons in the waiting room or calling SAAB USA to complain of seeking enforcement of the NM lemon law statute. Let them know that they (the dealership) control their own destiny and that unless they shape up fast, you will be taking names and issuing citations for ass kickings.

When I took my 9-3 and 9-5 in for service and detailing the dealership woould often miss dirt in the door jams and under the hatch or trunk lid. They would also leave their paper floor mats in my car. Well I simply gave them the white glove treatment before accepting my car or making payment. I made the mechanic or service manager check out the car's fix or cleanliness with me. It proved to be a very effective training device which resulted in an enhanced level of performance from the service staff.

You need to train these monkeys. This is unfortunate given that you are dealing with with a SAAB dealership. However, once you break them of their bad habits, the dealer may work out. I know this is annoying but it is part of managing vendors and subcontractors and service providers in any business environment. Remember you are in charge and you give the orders. Anyone who fails to measure up gets written up and talked down at once. Let everyone know that you are hell's fury from the get go. Nice and polite will get you nowhere.


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