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1,086 Posts
In calling around to different dealers in search of a Quadrofoglio, the conversations and first impressions were, let's say, "interesting".
Let's establish a baseline for Alfa Romeo brand. Is it not a step above Fiat and Chrysler? This is somewhat of a subjective question. Though, from price-point alone, the Alfa brand, to me, deserves more specialized attention. Alfa has offered a ton of support to dealers thus far with sales training and the recent New Orleans hands-on high-performance driving event and so forth.
Though, the point that I am trying to make is the first impression. First calls to dealers were somewhat futile. Whoever answered the phone was not at the same building as the Alfa division every time. Most of the Alfa dealers are shoe-horned into existing Fiat buildings and so forth. Most of the dealers that I called had multiple brands andmultiple locations. Often times the "Alfa Romeo main number" did not dial to the specific Alfa dealership.
Once the calls are routed to the proper dealership location, the people answering the phones have been on drone mode.
Operator: "Alfa WHAT?"
Looking to spend $80k: "Yes, there is a new Quadrofoglio car, do you have one?"
"Umm, I'm not sure, Let me connect you with someone in sales"
I realize that the cars are relatively new to market. However, the front end of the dealer businesses are 2 steps behind the curve.
Phone calls regarding the Alfa Romeo brand should be handled more accurately and be directed more specifically to the right sales person. Seriously, I was zero for 5 for a positive 1st impression phone call to any dealer. Two of those dealer calls were made more than once to try to get to the Alfa people. It was easy to accidentally reach Chrysler or Fiat locations which their main numbers were actually aggregated and listed as the Alfa main dealer phone number.
Calling on a $15k Abarth is a different level of expectation, I think? In my opinion, the customer service skills should be on higher alert when someone says "Alfa Romeo Sales" or "Alfa Romeo Service". I realize the brand is trying to make waves and gain market share. Though, this one point about 1st impressions is quite important.
Let's establish a baseline for Alfa Romeo brand. Is it not a step above Fiat and Chrysler? This is somewhat of a subjective question. Though, from price-point alone, the Alfa brand, to me, deserves more specialized attention. Alfa has offered a ton of support to dealers thus far with sales training and the recent New Orleans hands-on high-performance driving event and so forth.
Though, the point that I am trying to make is the first impression. First calls to dealers were somewhat futile. Whoever answered the phone was not at the same building as the Alfa division every time. Most of the Alfa dealers are shoe-horned into existing Fiat buildings and so forth. Most of the dealers that I called had multiple brands andmultiple locations. Often times the "Alfa Romeo main number" did not dial to the specific Alfa dealership.
Once the calls are routed to the proper dealership location, the people answering the phones have been on drone mode.
Operator: "Alfa WHAT?"
Looking to spend $80k: "Yes, there is a new Quadrofoglio car, do you have one?"
"Umm, I'm not sure, Let me connect you with someone in sales"
I realize that the cars are relatively new to market. However, the front end of the dealer businesses are 2 steps behind the curve.
Phone calls regarding the Alfa Romeo brand should be handled more accurately and be directed more specifically to the right sales person. Seriously, I was zero for 5 for a positive 1st impression phone call to any dealer. Two of those dealer calls were made more than once to try to get to the Alfa people. It was easy to accidentally reach Chrysler or Fiat locations which their main numbers were actually aggregated and listed as the Alfa main dealer phone number.
Calling on a $15k Abarth is a different level of expectation, I think? In my opinion, the customer service skills should be on higher alert when someone says "Alfa Romeo Sales" or "Alfa Romeo Service". I realize the brand is trying to make waves and gain market share. Though, this one point about 1st impressions is quite important.
