Barrier - how service porters drive your car
Registered User
Joined: Jul 2008
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From: Lynnwood, WA
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it's one thing the porter driving the car irresponsibly; it's the other thing to judge how he drives, just by OP's observation of "he almost ran into me". from the rear view mirror, it always appear to be closer than it is. 
For the OP, why spending time to confront the porter? Don't you think having a courtesy call to a service manager or general manager would be enough?
and if anyone of you worry about your multi billion dollars (that's how we valued our car, right?), why not put those little in car camera. I guessed, if you really paranoid about your car being mistreated.
For the OP, why spending time to confront the porter? Don't you think having a courtesy call to a service manager or general manager would be enough?
and if anyone of you worry about your multi billion dollars (that's how we valued our car, right?), why not put those little in car camera. I guessed, if you really paranoid about your car being mistreated.
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Joined: Aug 2009
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From: Gig Harbor, WA
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It is a very difficult situation for owners of company's, car biz or Fire Alarm biz..what ever. The owners work hard to put a good name and company up and it can be ruined in the blik of an eye by a carless employee. Must of the time by a lower level employee and of younger age. After all you cant pay a lot boy $125,000 a year and stay in business...yet you need one to operate the business.
With our new showroom and full servcie dept nearing completion and opening date, I have had to come head on with this issue and make decisions that will do everything to protect a customers car while in my care.
I hope I never see an issue like this posted about our cars in our care..the policy I have put in place will hopefully eliminate this 100%.
First we will not allow ANY test drives what so ever. We will allow sit in it, start it up, get a PPI everything BUT a test drive. IMO, I think if you know what car you want and you find it..you have already searched enough to know that it is the car for you and a test drive will make no difference. I come to this conclusion for the last 6 years of selling multiple cars with never having a test drive done...the cars have been bought and off it goes.
As far as service and detailing..a bit different issue. SInce my new complex is ALL in one, again not a SINGLE car will be alllowed to leave the property. We will have full detail, wash and service right there. NWAS has a full service facility on site with us, 50 feet away in the next building.
I will also of course, since I am in that business as well, have tons of 24 hour full color cameras on all the time. We will also give any customer a temp access code that allows them to access the live video feed anytime they wish onto their computer while theeir car is in for what ever reason..they are welcome to view it day or night and be 100% sure their car is safe and sound and being treated as if it were my own car.
The last thing is service..so we have worked on your car..now a test drive to make sure it is all ok? Again for the most part this has just been a "thought it was always needed falicy dream". For 95% of repairs there is no test drive needed just not necessary. For the rare occasions that a test/shake down drive IS needed after a repair..it will be done this way ONLY in my shop.
The owner will be advised his car is complete. He will be invited to come in and take the test/shake down drive with the tech that worked on his car. This will also allow him seat time as well as one on one time with the tech to go over what was done to the car and to get his/hers final OK and approval that all is good and the work is accepted.
In the rare occasion that the test/shake down drive shows work not correct or need further tunning..the customer will be provided with a discount on the work for having to return till we get it RIGHT! The goal of course is to get it right the FIRST time...
But as with any new venture, there will be fine tunning to any policy, so we will see what shakes out and take all customers advice serious in full reviews of policy on a daily basis.
I am really looking forward to running my shop with a new breath of fresh air to sales and service with the customer at the top of the list and my profit range at the bottom of the list. I have complete 100% faith in keeping the customer at the top..if I do this, then my profits will surely be right behind that.
In my Fire and Security business I have always stressed to my people the old saying
"The customer may not always be right, be they are NEVER wrong"
Should be fun!
With our new showroom and full servcie dept nearing completion and opening date, I have had to come head on with this issue and make decisions that will do everything to protect a customers car while in my care.
I hope I never see an issue like this posted about our cars in our care..the policy I have put in place will hopefully eliminate this 100%.
First we will not allow ANY test drives what so ever. We will allow sit in it, start it up, get a PPI everything BUT a test drive. IMO, I think if you know what car you want and you find it..you have already searched enough to know that it is the car for you and a test drive will make no difference. I come to this conclusion for the last 6 years of selling multiple cars with never having a test drive done...the cars have been bought and off it goes.
As far as service and detailing..a bit different issue. SInce my new complex is ALL in one, again not a SINGLE car will be alllowed to leave the property. We will have full detail, wash and service right there. NWAS has a full service facility on site with us, 50 feet away in the next building.
I will also of course, since I am in that business as well, have tons of 24 hour full color cameras on all the time. We will also give any customer a temp access code that allows them to access the live video feed anytime they wish onto their computer while theeir car is in for what ever reason..they are welcome to view it day or night and be 100% sure their car is safe and sound and being treated as if it were my own car.
The last thing is service..so we have worked on your car..now a test drive to make sure it is all ok? Again for the most part this has just been a "thought it was always needed falicy dream". For 95% of repairs there is no test drive needed just not necessary. For the rare occasions that a test/shake down drive IS needed after a repair..it will be done this way ONLY in my shop.
The owner will be advised his car is complete. He will be invited to come in and take the test/shake down drive with the tech that worked on his car. This will also allow him seat time as well as one on one time with the tech to go over what was done to the car and to get his/hers final OK and approval that all is good and the work is accepted.
In the rare occasion that the test/shake down drive shows work not correct or need further tunning..the customer will be provided with a discount on the work for having to return till we get it RIGHT! The goal of course is to get it right the FIRST time...
But as with any new venture, there will be fine tunning to any policy, so we will see what shakes out and take all customers advice serious in full reviews of policy on a daily basis.
I am really looking forward to running my shop with a new breath of fresh air to sales and service with the customer at the top of the list and my profit range at the bottom of the list. I have complete 100% faith in keeping the customer at the top..if I do this, then my profits will surely be right behind that.
In my Fire and Security business I have always stressed to my people the old saying
"The customer may not always be right, be they are NEVER wrong"
Should be fun!
Good post Roy but I would never buy a car I have not driven. I know you do not like tire kickers and it can be a hassle with lookers. You posted a few years ago regarding it and frankly my thought were you should be in another business. To me cars about passion etc and you really never know until you drive it. Personally I never drive anything I really am not looking to purchase. If I drive it and love it I ussually buy it. I had a boat and one exotic that I flew to the city to purchase but after driving it I passed. The boat rode like a cork and just rode terrible. The car had issues. It sucked an exhaust valve on the way to the PPI. It had a rebuilt motor and one of the oil passages was block and no oil was getting the the top end. Owner never drove it far enough to get it hot. The PPI guys was about 40 miles away and left a check for the car based on PPI and test drive. He was not happy to hear she sucked and exhaust valve and wanted to blame me. We pulled the valve cover off and you can see all the valves onthat side were blue from heat and you could see no oil had ever gotten to the top end. He had the motor rebuilt 2 years earlier and had only driven the car to his office and back in San Diego about 6 miles each way. He had never gotten it really hot. I will never buy a car I have never driven. I do not see how people can buy cars over the internet without ever seeign or driving the car. To me the hunt is part of the fun. One way ticket and a pocket full of cash but sometimes you come home with cash and no car. Sometimes you drive tha car and saw wow that was not what I was expecting. If I own it it is a little late at that point. I stop checking out you inventory now I know the rules Roy. I still like ya Roy and enjoy talking to you but I have my rules too.
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Good post Roy but I would never buy a car I have not driven. I know you do not like tire kickers and it can be a hassle with lookers. You posted a few years ago regarding it and frankly my thought were you should be in another business. To me cars about passion etc and you really never know until you drive it. Personally I never drive anything I really am not looking to purchase. If I drive it and love it I ussually buy it. I had a boat and one exotic that I flew to the city to purchase but after driving it I passed. The boat rode like a cork and just rode terrible. The car had issues. It sucked an exhaust valve on the way to the PPI. It had a rebuilt motor and one of the oil passages was block and no oil was getting the the top end. Owner never drove it far enough to get it hot. The PPI guys was about 40 miles away and left a check for the car based on PPI and test drive. He was not happy to hear she sucked and exhaust valve and wanted to blame me. We pulled the valve cover off and you can see all the valves onthat side were blue from heat and you could see no oil had ever gotten to the top end. He had the motor rebuilt 2 years earlier and had only driven the car to his office and back in San Diego about 6 miles each way. He had never gotten it really hot. I will never buy a car I have never driven. I do not see how people can buy cars over the internet without ever seeign or driving the car. To me the hunt is part of the fun. One way ticket and a pocket full of cash but sometimes you come home with cash and no car. Sometimes you drive tha car and saw wow that was not what I was expecting. If I own it it is a little late at that point. I stop checking out you inventory now I know the rules Roy. I still like ya Roy and enjoy talking to you but I have my rules too.
Roy, I remember you offered a test drive program a few years back or was it last year. Whatever happened to that concept?
Former Vendor
Joined: Jun 2008
Posts: 710
From: Everett, Washington
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All good points, Tom...ironic because I never drove my Scuderia before buying her. She essentially came to me undriven and sight unseen beyond a bunch of photos. I trusted the dealership that I bought it from based on the mere fact that my friend was friends with the owner. I know that was a huge leap of faith on my part. When I finally got my car, there were a few issues that I had taken care of. I didn't expect those issues but I guess I had it coming to me for buying a car sight unseen. In hindsight, I think I should probably test drive a car first before buying one especially one that costs that much. So, Roy, I'm afraid I have to agree with Tom on this one.
Roy, I remember you offered a test drive program a few years back or was it last year. Whatever happened to that concept?
Roy, I remember you offered a test drive program a few years back or was it last year. Whatever happened to that concept?
Well I guess you and Tom have not read my guarantee that is in writing on my web site page..it is the STRONGEST guarantee in the market hands down..and to be quite frank with you..if a car was not what is was represented to be..then I WOULD BE AND IDIOT to keep the buyers feet to the fire and not provide a refund or what ever it took to keep the customer happy..
I cant understand why your "friend" could not get these minor things taken care of, regardless when they appeared on the car once you got it...would be ONLY the right thing to do.
Just as an example, I sold a car to a customer end of fall last year, sight unseen, had FULL PPI done. Car got to him in the midwest. The weather was very bad and he put the car away in storage. A few weeks ago he went to take the car out, the battery was no good as he failed to trickle charge it all winter and it went dead. I could have EASILY said, you bought it to bad its done...nope..I had a local area shop go to his house, install a BRAND NEW battery and he is off and running happy as hell..now that is how you take care of a customer.
But I guess you are welcome to "fly" all over the country looking at "used cars"..you will GET stuck sooner or later...enjoy the "hunt".
I wont vary from the rule..it has worked for 6 years for me and causes me to stand behind every car I sell..
Last edited by roytoy2003; Mar 24, 2011 at 06:30 PM.
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Joined: Dec 2006
Posts: 764
From: Bellevue WA
Rep Power: 72
Yeah, pass on the Barrier car wash. Most times they do it without asking, and frankly the car always comes back dirtier then when it went in. Hand wash only, just like my favorite mug.
As to test drives. Those are not minivans and the selling points do not include a mom trying to figure out if she can swat her kids while going down the road and still reach the cup holder and talk on the phone comfortably. I am passionate about driving cars as well, but the business of selling cars is just that, a business. Buying a car sight unseen verses not driving it is also another story as you can pick apart even the most pristine car when you look at it in person.
Having control and trust over someone’s car is serious. It is hard to damage the car by driving it hard from a mechanical standpoint but the fact remains that the little punk doing that should be fired. I guess they misconstrued the treat it like it was your own policy to mean treat it like your little pos Honda you make payments on.
As to test drives. Those are not minivans and the selling points do not include a mom trying to figure out if she can swat her kids while going down the road and still reach the cup holder and talk on the phone comfortably. I am passionate about driving cars as well, but the business of selling cars is just that, a business. Buying a car sight unseen verses not driving it is also another story as you can pick apart even the most pristine car when you look at it in person.
Having control and trust over someone’s car is serious. It is hard to damage the car by driving it hard from a mechanical standpoint but the fact remains that the little punk doing that should be fired. I guess they misconstrued the treat it like it was your own policy to mean treat it like your little pos Honda you make payments on.
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Joined: Oct 2009
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From: Bonney Lake, WA
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I can respect Roy's "rules." I can see where insurance can be expensive and he has a no test drive rule. For me a test drive is not that important. How I fit in the car, the features of the car, and the look are more important.
I bought my GT3 without test driving a GT3. I sat in one down in California and heard the engine when they started it up. I loved the fit and I liked the look of the GT3. I did my research and read other people's opinions on the GT3 and I was sold. I put my order in that day.
I like that Roy stands by his vehicles and has a respectable business. I know when I'm ready for my next toy that I will be stopping by his place.
I bought my GT3 without test driving a GT3. I sat in one down in California and heard the engine when they started it up. I loved the fit and I liked the look of the GT3. I did my research and read other people's opinions on the GT3 and I was sold. I put my order in that day.
I like that Roy stands by his vehicles and has a respectable business. I know when I'm ready for my next toy that I will be stopping by his place.
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Joined: Oct 2005
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From: inside someone warm
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Roy,
I certainly respect the "guarantee" that you have behind the cars that you sell. That would go a long ways in reassuring that I'm satisfied with my purchase. I was lucky I guess with my car. When I started looking for one, I already had many hours behind the wheels of one prior to buying one so I already knew that it was a given for me to get one. When I "look" for a car, it's like you said, I'm already a "solidified" buyer as opposed to just someone who is a "tire kicker."
I certainly respect the "guarantee" that you have behind the cars that you sell. That would go a long ways in reassuring that I'm satisfied with my purchase. I was lucky I guess with my car. When I started looking for one, I already had many hours behind the wheels of one prior to buying one so I already knew that it was a given for me to get one. When I "look" for a car, it's like you said, I'm already a "solidified" buyer as opposed to just someone who is a "tire kicker."
Former Vendor
Joined: Jun 2008
Posts: 710
From: Everett, Washington
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Maybe a little more information to make it a bit clearer for you all..and an example as well.
Dealer lot insurance is NOT cheap..currently runs a bit over $50,000 a year, with 10K deductable and a cap of 1 million per incident with a yearly cap of 3 million a year. This price is AFTER deleting test drives, with test drives it runs higher to the $70K range...and of course mainly due to the average cost of the type of car I floor. (after all they are not $25K chevys).
I do and still will "give" a test drive..as insurance allows that for a Dealer employee to provide a test drive.
An example that happened to me a while back is why I have choosen this.
A customer flew in from out of state. Was well qualified to purchase a car. We went out for a test drive, he was driving. It was a Lamborghini of excellent quailty. We came to a four way stop sign, as we started to go another car came rolling through the stop sign, did not see us and hit us on the drivers front fender (all his fault).
Well OF COURSE the customer driving the car did not want it any longer..could not blame him. Yes the other persons insurance paid to repair the car, but I still lost at least 10K on the car..WHY?
Well it was down for 3 weeks getting repaired. When it got back..I HAD to make sure I advised all possible buyers of the accident and paint work damage to a once prestine car. As we ALL know, this of COURSE caused an overnight drop in the value of the car. It was repaired correctly and did sell, but at an extremely reduced price...which I had to eat.
Hope this helps a little for understanding.
I can tell you I have made exceptions to my rule of test drives, but only in the following way. The "test driver" brings in a Cashiers check for the agreed selling price of the car. We then go on as long a test drive he wants. If it is not what he likes or not up to his expectations we come back to the store and he gets the check handed back to him.
BUT if there is so much as a rock chip to the windshield in the test drive or any damage at ALL regardles of who is at fault..well you justy bought the car and I have the payment already.
Dealer lot insurance is NOT cheap..currently runs a bit over $50,000 a year, with 10K deductable and a cap of 1 million per incident with a yearly cap of 3 million a year. This price is AFTER deleting test drives, with test drives it runs higher to the $70K range...and of course mainly due to the average cost of the type of car I floor. (after all they are not $25K chevys).
I do and still will "give" a test drive..as insurance allows that for a Dealer employee to provide a test drive.
An example that happened to me a while back is why I have choosen this.
A customer flew in from out of state. Was well qualified to purchase a car. We went out for a test drive, he was driving. It was a Lamborghini of excellent quailty. We came to a four way stop sign, as we started to go another car came rolling through the stop sign, did not see us and hit us on the drivers front fender (all his fault).
Well OF COURSE the customer driving the car did not want it any longer..could not blame him. Yes the other persons insurance paid to repair the car, but I still lost at least 10K on the car..WHY?
Well it was down for 3 weeks getting repaired. When it got back..I HAD to make sure I advised all possible buyers of the accident and paint work damage to a once prestine car. As we ALL know, this of COURSE caused an overnight drop in the value of the car. It was repaired correctly and did sell, but at an extremely reduced price...which I had to eat.
Hope this helps a little for understanding.
I can tell you I have made exceptions to my rule of test drives, but only in the following way. The "test driver" brings in a Cashiers check for the agreed selling price of the car. We then go on as long a test drive he wants. If it is not what he likes or not up to his expectations we come back to the store and he gets the check handed back to him.
BUT if there is so much as a rock chip to the windshield in the test drive or any damage at ALL regardles of who is at fault..well you justy bought the car and I have the payment already.
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From: Seattle
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Very good points Roy.
Going back to the OP's post, I don't care if you're driving a $140k Mercedes or a $14k POS; if it's not your car, don't drive it like a jackass. It's only going to come around and bite you in the ***....
Going back to the OP's post, I don't care if you're driving a $140k Mercedes or a $14k POS; if it's not your car, don't drive it like a jackass. It's only going to come around and bite you in the ***....
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I never test drove the last two Ferraris that I purchased.
Both cars were from out of state and I was comfortable/trusted the dealer/seller, PPIs, etc... and I could't have been happier when the cars arrived and I drove them.
Test drives are overrated.
Both cars were from out of state and I was comfortable/trusted the dealer/seller, PPIs, etc... and I could't have been happier when the cars arrived and I drove them.
Test drives are overrated.
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Joined: Mar 2004
Posts: 2,219
From: seattle
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On topic - that car wash kid is a ******. I've had mostly good experiences at Barrier with both my Audi and my 911.
That being said - I never let them wash my cars.
Off topic question for Roy. Is one of your businesses policealarm . com? I'd love to have an offline discussion with you.
Thanks in advance.
That being said - I never let them wash my cars.
Thanks in advance.
Former Vendor
Joined: Jun 2008
Posts: 710
From: Everett, Washington
Rep Power: 0
On topic - that car wash kid is a ******. I've had mostly good experiences at Barrier with both my Audi and my 911.
That being said - I never let them wash my cars.
Off topic question for Roy. Is one of your businesses policealarm . com? I'd love to have an offline discussion with you.
Thanks in advance.
That being said - I never let them wash my cars.
Off topic question for Roy. Is one of your businesses policealarm . com? I'd love to have an offline discussion with you.
Thanks in advance.
I own www.fpiseattle.com
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Posts: 629
From: Newcastle, WA
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I understand and respect Roy's point of view on test drives, I guess there are two types of buyer, one is wanting to test drive the make and model they have intention to buy to see whether they like it or not, this type of buyers are usually comparing with other brand and they are still not sure what they want, the other type of buyers are they know exactly what they want and they just want to test drive the condition of the exact car they are about to buy to make sure it meet their expectation as a used car, since I assume we are talking about used car or a car with some miles on it ! I am not a big fan of test driving cars and personally I have 100% no problem for not test driving a brand new car that I have intention to buy from an authorized dealer that represent the brand, but I think it is reasonable to test drive the condition of a used car unless the car has been fully inspected and it is still under factory warranty.