Michael Dionne at Volkswagen Santa Monica

Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Michael Dionne, Willie Rocket

My Review of Volkswagen Santa Monica :
The sales experience was pleasant. Michael was personable and genuine. After the sale was "complete" the financing was a little slow. I'm sure this is by design, but for an individual who knows he/she is going to buy a car, says yes to the price after a few short rounds of negotiating, the wait for financing is a bit much.

On to service, I purchased a used car and as with many used cars there are often minor things that go unnoticed during the test drive, but most often are taken care of. In this case there were two things wrong, both seemingly minor. One issue was fixed immediately (the day after the purchase). The other was fixed a month later, at my expense. This frustrated me. I spoke with both Michael and Willie about the issue almost immediately, both referred to the warranty. I may be a little old fashioned, but an issue within 24hrs, to me should be handled regardless of the warranty. Willie offered to help resolve the issue after I was unable to reach Michael. Michael called me back a week after I had paid for the repair at another dealership, to my chagrin. Great guy, but a sales guy!

I might return to this dealership for another car, but I would likely buy new. Used with extended warranty didn't work as well as I had hoped, initially.

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Reason for Visit: Sales (New)

I recommend this dealer: Yes

Employee(s) Dealt With: Michael Dionne, Clement Lehman

My Review of Volkswagen Santa Monica :
Mike Dionne made me feel comfortable on all the options on the car and the Manager Clement who I meet and told me to find the car that fits my needs and he would go over all of the pricing options. I got everything that I wanted out of the experience and have sent in 2 friends to get there new VW!
Here is what I look for when I shop! And Mike Dionne did all of this and more :)

1. Know your product – Know what products/service you are offering back to front. In other words be an information expert. It is okay to say "I don't know", but it should always be followed up by... "but let me find out" or possibly " but my friend knows!" Whatever the situation may be, make sure that you don't leave your customer with an unanswered question.

2. Body Language/Communication – Most of the communication that we relay to others is done through body language. If we have a negative body language when we interact with others it can show our lack of care. Two of the most important parts of positive body language are smiling, and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them, not at them. And then of course smiling is just more inviting than someone who has a blank look on their face.

3. Anticipate Guest Needs – Nothing surprises your customer more than an employee going the extra mile to help them. Always look for ways to serve your customer more than they expect. In doing so it helps them to know that you care and it will leave them with the "Feel Good Factor" that we are searching for.

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