Many of you know from past blogs that I have a thing for cars. It’s kind of an illness. Every couple of years I trade one in, and the only reason I’m not financially destitute at this point is a lovely creation called CarMax.
Jimmy Hill is my CarMax salesperson. He’s sold four cars to me, and there’s a reason why I return to him. Jimmy has incredible patience, knowledge about his cars, and seems to feel that helping a customer is more important than making the sale. He told me that if he helps people, the sales will come. I had a recent situation with a car just recently bought at CarMax.
For the first time with any CarMax purchase, I had some mechanical issues with the car. They might be minor (we haven’t found out yet), but I wasn’t happy. So, I went back to CarMax loaded for bear, ready to fight the usual battle of “I know it’s only been five days but it’s your car . . . ”
Instead, here’s what happened.
I’m not sure what I’m going to do, but I do feel like CarMax is on my side.
To the regular car dealer that spent thirty minutes describing every feature of a car I didn’t want, then took me out on the road while explaining how his car is better than other cars, and finally introduced me to the sales manager who immediately explained why my possibe trade-in wasn’t going to be worth what I might think it would be worth, take note. You created an experience about you and your car that I didn’t trust. CarMax asked me what I was looking for and then helped me find it.
Most importantly, when I had a problem they actually focused on finding a solution that satisfied me. A little customer respect creates an experience that goes a long way. At least four cars worth.