DELRAY BEACH, FL (BocaNewsNow.com) — BocaNewsNow.com believes there are few things more important for business than good customer service. If your company provides good service, your customers become repeat customers. If you provide poor service, your customers will go away.
With that theorem, we have to wonder how Grieco Ford in Delray Beach is still in business — even though it’s only been in business for a matter of months.
In case you missed it, AutoNation in Delray — in simple terms — decided it would rather be a landlord than a dealership. It stopped selling cars under the AutoNation name and leased the buildings to Grieco Automotive Group. AutoNation still gets to enjoy that “new car smell” without actually having to do anything other than maintain the building.
Grieco, for reasons that aren’t exactly clear, decided to do away with customer loyalty programs sponsored by Ford at a national level. Among them: “Owner Advantage Rewards.” Buyers of Ford/Lincoln products across the United States are given what amounts to free cash to be used on important yet financially inconsequential service events like oil changes or tire rotations.
When Grieco was AutoNation, the dealership promoted the program and accepted the credits. But as Grieco, the dealership does not. Despite a lack of signage or mention of such on the dealership’s website, the service cashier actually yelled at a customer trying to use the credits as if it’s a known fact that Grieco is seemingly one of the few dealerships nationwide to not be a part of the program.
“We don’t take that here!” said the white haired woman with the intensity of a third grade teacher telling a kid to put away a fidget spinner. “That’s not something we do.”
A service manager, summoned to provide explanation, actually condescendingly told a customer, “let me educate you on the program.” He proceeded to explain that Grieco has no interest in being loyal to AutoNation customers.
So we say this: if you are one of the probably hundreds of thousands of people in South Florida who purchased a car from AutoNation over the years, and expect what is known as “competitive conversion” to turn you into a Grieco customer, think again. Grieco apparently has no interest in following the customer service principles and procedures set in place market wide by AutoNation. Our advice: find an AutoNation that still exists. They’ll be glad you came.
Apparently more glad than Grieco which seemingly did not have to sign a customer service pledge to lease buildings from AutoNation.