Simple mistakes at the dealer can be costly – and they aren’t just about the repairs either.

The Myth of Implied Importance

Your Smart dealer’s personnel aren’t going to be impressed when you brag about owning a fleet of fortwos. This is of no importance or value to the service personnel. If they operate as they should, every customer of the dealer is treated fairly.

It is also a good idea to eliminate the “Treat me right and I’ll send you lots of business” route. These are bright business people and have heard this line many times.

Yet another favorite tact of some is to imply you know the owner or some other principal or manager at the dealership.

Have you considered the technicians and service personnel may not like the people you are referring to? Not every owner or manager is beloved. What kind of quality of workmanship do you think you can expect in these situations?

The bottom line is: Your work won’t get done any faster – and it may not get done as well – and in rare instances – it may not get done at all!

Let’s face it – sometimes, regardless of everyone’s good intentions – things will go wrong or not according to plan.

The easiest thing to do is to lose your cool, start shouting, cursing and chastising the technicians and everyone else within earshot.

It is also the worst thing you can do.

Do you think this action will get you farther or will this work better:

You act civilly, considerately and politely while saying:

Stuff happens – what do we do to fix the problem and how am I going to get back on the road in my fully functional fortwo again?

Since most people act with an attitude of aggression and this is what the technicians normally hear, there is a very good chance they will bend over backwards to get you accommodated.

Kind words in hostile situations are always a more difficult course to take – but oh so much more productive.

Rambling about all the times you’ve been to the dealer to get it repaired – or worse – that you want the repair done at no cost – will get you a cool response that may include a strong suggestion to take your problem to the dealership down the road.

And if you lie about previous failed attempts to get the problem resolved – the service advisors computer will tell them all they need to know – about all the times you didn’t bring your fortwo in for the problem.

The Worst Thing You Can Do

Do not threaten to sue the dealership or anyone connected with them. They have probably heard this one before too. Only this statement is a relationship terminator – they may likely cease all attempts to perform the repairs and give you the address of the next dealer.

After all, you are going to sue them, right? They no longer have any vested interest in satisfying you or taking care of your problem. You are going to make their lives difficult anyway.

If the situation was reversed, what would you do?

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