- Joined
- Nov 26, 2009
- Messages
- 1,808
- Reaction score
- 23
- Points
- 38
- Vehicle Year
- 1988
- Make / Model
- Ford/chevy
- Engine Size
- efi 350vortec
- Transmission
- Manual
I am head of sales for a company that manufactures motorcycle parts, we have 2800 dealers, spanning 29 different countries
so a customer will place an order through a dealer, the dealer then places an order through me, we ship the product to the dealer, who then gives it to the customer.
so the dealer has a customer who buys from them, and gets a receipt
and the dealer is the "customer" to me
dealers generate Purchase orders, with reference numbers that the end customer never sees. these then get given to me as a way of referencing the order between me, and them.....not between them and the end customer!!!!
Dealers also often forget to place the order to us, or wait until they get more orders from other customers, so that they can put them on the same PO, etc. so most of the time, something on the dealer's end is what is holding it up...not on my end
I frequently get customers calling me to check on their order. they give me their name, I say "i apologize, but I don't have ___________ in my system" and they say "you should, I ordered through: (insert dealer's name)...."
i then proceed to explain to them the same things that i just mentioned. they say: "oh well mine are the red ones with the blue....."
i then explain that "it is our policy to not divulge order information to anyone but our original customer"
they then always reply "buh, buh, i am the customer"
and i then try to explain that they aren't my customer. and therefore i can't divulge any information.
yet no matter what, it never seems like they understand why i can't divulge someone else's (in this case, the dealer) information.
its a privacy thing, why don't people get it??
but mostly customers have already called their dealer, the dealer has already updated them on why their made-to-order custom-colored item wasn't delivered the next day, they don't believe the parts guy, and they are calling to check his story. and if even his story is remotely different than what i tell them, i.e. if he heard from the other parts associate who placed the order with us (usually the manager, not the guy who even talks to customers), and he mis-relays anything. the customer calls the dealer back, says "_______ says you are lying..." (even though we never say that), then the dealer calls me and says "WTF why are you telling my customers i'm lying?..."
or even so that dealer has so many orders with similar things, i don't even know which one is intended for "steve smith"......they never give me that info.
so the customer says "buh, buh, i have a recipt number, can't you find it that way?..."
so then i say "you have a receipt number from them...not me, that number means nothing in my system..."
seriously, why do people then rip me a new one for not telling them something that A) policy doesn't allow me to do, and B) i couldn't find it if i wanted to.
so a customer will place an order through a dealer, the dealer then places an order through me, we ship the product to the dealer, who then gives it to the customer.
so the dealer has a customer who buys from them, and gets a receipt
and the dealer is the "customer" to me
dealers generate Purchase orders, with reference numbers that the end customer never sees. these then get given to me as a way of referencing the order between me, and them.....not between them and the end customer!!!!
Dealers also often forget to place the order to us, or wait until they get more orders from other customers, so that they can put them on the same PO, etc. so most of the time, something on the dealer's end is what is holding it up...not on my end
I frequently get customers calling me to check on their order. they give me their name, I say "i apologize, but I don't have ___________ in my system" and they say "you should, I ordered through: (insert dealer's name)...."
i then proceed to explain to them the same things that i just mentioned. they say: "oh well mine are the red ones with the blue....."
i then explain that "it is our policy to not divulge order information to anyone but our original customer"
they then always reply "buh, buh, i am the customer"
and i then try to explain that they aren't my customer. and therefore i can't divulge any information.
yet no matter what, it never seems like they understand why i can't divulge someone else's (in this case, the dealer) information.
its a privacy thing, why don't people get it??
but mostly customers have already called their dealer, the dealer has already updated them on why their made-to-order custom-colored item wasn't delivered the next day, they don't believe the parts guy, and they are calling to check his story. and if even his story is remotely different than what i tell them, i.e. if he heard from the other parts associate who placed the order with us (usually the manager, not the guy who even talks to customers), and he mis-relays anything. the customer calls the dealer back, says "_______ says you are lying..." (even though we never say that), then the dealer calls me and says "WTF why are you telling my customers i'm lying?..."
or even so that dealer has so many orders with similar things, i don't even know which one is intended for "steve smith"......they never give me that info.
so the customer says "buh, buh, i have a recipt number, can't you find it that way?..."
so then i say "you have a receipt number from them...not me, that number means nothing in my system..."
seriously, why do people then rip me a new one for not telling them something that A) policy doesn't allow me to do, and B) i couldn't find it if i wanted to.
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