2014/04/11 Leave a comment
The other day during the last snow storm of the winter I parked my car in the garage and found out there was a part missing on the bumper. Not a big deal – things like these happen all the time and you just have to fix the situation fast and furious. So I take my cellphone and take the above photo to send it to my contact Greg at Volvo Laval for help.
He gets back to me and says the Service Department employee needed the VIN (Vehicle Identification Number) and a quote with the original paint was coming soon.
In the meanwhile I scanned Google with a bunch of keywords to try to get the part number myself since there was nothing to be found in the vehicle user guide. Within minutes I found the part on eBay with part number 30698209.
So here I am with a price of $30.45 USD + $45 in shipping from an eBay seller in the US. Just to be sure I also screened a couple of car part sites in Canada that unfortunately did not keep that part in stock.
Back to the Volvo Laval which I thought should be much faster and easier to complete. Greg called me back a couple of days later saying the price was $37 CAD + $45 to paint it in it’s original. Honest price and 48 hours to get hold of if I was willing to pick it up since there is no online payment option.
Trying to avoid a drive to the Volvo Laval dealership although it is open on Saturday mornings now I manage to get the part shipped to my local garage for installation whilst changing winter tires. He had no clue how to install the part so I was back to square one.
So another email to Greg at Volvo Laval who sent me this reply whilst being out of town:
Now this is a prime example of an “online search” becoming an “offline sale” where the local garage just lost a customer of 8 years because Greg applied what is called the “Challenger” sales pitch: just take care of it and make the customer happy matching an acceptable price fast respecting his agenda!
Some industries are not ready yet to manage online sales because DIY skills are required and when a professional mechanic can’t install a $37 part you really have to trust Challengers like Greg “offline”. I will be taking all my maintenance business to Volvo Laval now that they are open on Saturdays!
Thank you Greg!