An early Christmas present for Tom

kno-all · 27-12-2007, 09:53 AM

It seems that our beleagured President, Tom Gorman, is not only unpopular with the fans of the I6 engine but he has also incurred the wrath of a major (and powerful) faction within his dealer network.

According to sources, a meeting took place recently at an airport between Tom Gorman and a number of DP's who expressed their displeasure at the current sales and marketing strategies being pursued by FoA and strongly suggested that they lift their game. I believe that theme has been expressed here from time to time so it should come as little shock to us.

It is a poorly kept secret that his tenure here is coming to a close and it is unlikely that history will smile kindly on his reign over Ford Australia but his greatest failure is probably one that will go largely unseen but that is a story for another day.

Till next time.

vztrt · 27-12-2007, 11:20 AM

If this is true, maybe the DP should look at thier poor servirce and the fact that their serviceing department are full of cowboys!

MNM96 · 27-12-2007, 11:40 AM

Quote:

Originally Posted by vztrt

If this is true, maybe the DP should look at thier poor servirce and the fact that their serviceing department are full of cowboys!

No cowboys at our local dealership, only ****esr!

4Vman · 27-12-2007, 11:42 AM

Quote:

Originally Posted by vztrt

If this is true, maybe the DP should look at thier poor servirce and the fact that their serviceing department are full of cowboys!

and their sales staff are either lacking product knowledge, lacking passion for their range or too old to care anymore...

**Polyal** · 27-12-2007, 12:19 PM

I agree with all of the above; while FoA could always do more and better with its marketing efforts, the dealers have a reputation of being arrogant, rude, unknowledgable, and just general poor service skills.

As a test, I would love FoA to start up its own dealership, with its own people to show how it should be done; and therefore force the other dealerships into following suit.

I dont know about you guys, but ive seen alot of advertisement for the Ranger and Mondeo; falcon sales will continue to struggle until Orion so there is almost no point in pushing that.

WASP · 27-12-2007, 12:46 PM

I always perceived Tom as doing a somewhat passive, but reasonable job but I don't keep up with what's really going on inside Ford Australia anymore to be honest. Many people I know that aren't 'Ford' people have told me that they avoid buying Fords so they don't have to deal with their dealerships and service departments. This is partly from previous bad experiences and others just a perceived expectation of what to expect from a Ford experience. Unfortunately my wife and sister are two of these people and I don't think I'll get either of them back in another new Ford again due to dealership disappointments. Both are happy with respective cars might I add, but both don’t wish to do business with the respective dealerships (both different) due to a lack of confidence in them. When both get together it make for a depressing and frustrating topic of conversation for a blue blooded man.

JR. · 27-12-2007, 03:36 PM

Quote:

Originally Posted by Polyal

As a test, I would love FoA to start up its own dealership, with its own people to show how it should be done; and therefore force the other dealerships into following suit.

Umm, do the words Joint Retail Venture ring any bells with anyone??? I believe the result was an unmitigated disaster for all involved...

Ghiadude · 27-12-2007, 05:08 PM

Quote:

Originally Posted by kno-all

but his greatest failure is probably one that will go largely unseen but that is a story for another day.

Till next time.

Are you refering to the fact that FOA wont be designing the RWD platform ala GMH or something else???

docjames · 27-12-2007, 05:25 PM

Agree with posts 1-6.

1. Their advertising is bollocks, but is improving (witness Fiesta+Focus, Mondeo, Ranger etc)
2. They should do a single "flagship" dealership in each capital cuity (not the WA debarcle where they tried to take over ALL the Ford dealerships). Look how quickly doing this brought (non-head office owned) Toyota, Lexus and BMW delaerships up to speed.
3. Agree with the commments re: salesmen (and women) and service departments. They both turn people off. This needs to be fixed, so the delaers cant solely lay blame at FoA. They probably do have points re: advertising + supply (ie. fiesta, mondeo etc.).

ELGT4me · 27-12-2007, 09:56 PM

Quote:

Originally Posted by 4Vman

and their sales staff are either lacking product knowledge, lacking passion for their range or too old to care anymore...

This man speaketh the truth. 4V Man for FOA President!!!

_2:

4Vman · 27-12-2007, 10:15 PM

Quote:

Originally Posted by ELGT4me

This man speaketh the truth. 4V Man for FOA President!!!

_2:

Its quite embarrasing actually, 3 of the last 4 new Fords ive bought ive cringed at the drongo salesman they have.. only once have i felt like the guy selling me the car was an enthusiast and had a passion for the brand as well as his job, sure i bought the cars regardless because i knew what i wanted, but if i was a swinging buyer it could have been different. By contrast everytime ive stumbled into the darkside's cave im swarmed over by enthusiastic suit wearing rev heads who know the product...

mik · 27-12-2007, 10:31 PM

hope the Ford hi ups are reading this.......

Falcon Freak · 27-12-2007, 10:33 PM

Quote:

Originally Posted by kno-all

It is a poorly kept secret that his tenure here is coming to a close and it is unlikely that history will smile kindly on his reign over Ford Australia but his greatest failure is probably one that will go largely unseen but that is a story for another day.

Tom has already achieved what his task masters sent him here to do - Ford Australia has lost its autonomy and the death knell for the indigenous Falcon has been sown. As far as we in the know are concerned, Tom can go f##k off back to America now.

FF

Falcon Freak · 27-12-2007, 11:00 PM

Quote:

Originally Posted by Falcon Freak

Tom has already achieved what his task masters sent him here to do - Ford Australia has lost its autonomy and the death knell for the indigenous Falcon has been sown. As far as we in the know are concerned, Tom can go f##k off back to America now.

FF

Ford Australia lost its autonomy and the death knell for the indigenous Falcon was sown during Tom Gorman's reign in Australia.

FF

**data_mine** · 27-12-2007, 11:03 PM

Quote:

Originally Posted by 4Vman

Its quite embarrasing actually, 3 of the last 4 new Fords ive bought ive cringed at the drongo salesman they have.. only once have i felt like the guy selling me the car was an enthusiast and had a passion for the brand as well as his job, sure i bought the cars regardless because i knew what i wanted, but if i was a swinging buyer it could have been different. By contrast everytime ive stumbled into the darkside's cave im swarmed over by enthusiastic suit wearing rev heads who know the product...

I was lucky (didn't say good or bad) enough to get a salesman that didn't know how to start an FPV. I went elsewhere and got a salesman, who didn't cringe when I took a GT and a phoon for a 'good' test drive.

There's good and bad out there, same with service, unfortunately my local dealer has just turned bad (all the good people have moved on) in the service department.

Conrad · 28-12-2007, 01:10 AM

Quote:

Originally Posted by MNM96

No cowboys at our local dealership, only ****esr!

Holy crap, i can so relate.

T3ts50 · 28-12-2007, 09:27 AM

I have never had a problem at my local Ford dealer. We are always treated well everytime we go. Could have something to do with my dad being mates with the service manager though.

Though, I have had problems at other Ford dealerships where they just didnt care, or I looked to young to buy anything decent.

Elks · 28-12-2007, 10:03 AM

Quote:

Originally Posted by 4Vman

and their sales staff are either lacking product knowledge, lacking passion for their range or too old to care anymore...

So true, 4Vman so true.

I tried to buy a new BF2 fairlane and was told by 3 that's right 3 dealers that I didn't want one. I've owned 7 so far!! No wonder they cant sell them. (If someone from ford wants to contact me I tell them which dealerships.) So I opted for a company car and now I drive a Holden.

I run my dealership on passion, to see a salesman and service manager walk around a truck, with a rag, wiping, checking, and re-checking the day before it goes out. Guess what that does... Our customer surveys come back "they treat us like family" No to say we don't stuff up, we do, but we really try.

So our sales are up 150% over 2006 and we are selling the same stuff at the same price.

The BF is still a good car and while it has VE to compete with it's not its only competitor. The their is Teritory, Mondeo, Focus, Fiesta, Ute, Ranger, all of wich are at or near the top of their class. None of it makes sense to me. Seems their is work to do on both sides.

T3ts50 · 28-12-2007, 10:39 AM

Quote:

Originally Posted by myts

I tried to buy a new BF2 fairlane and was told by 3 that's right 3 dealers that I didn't want one. I've owned 7 so far!! No wonder they cant sell them. (If someone from ford wants to contact me I tell them which dealerships.) So I opted for a company car and now I drive a Holden.

Did they tell you what you wanted?

Elks · 28-12-2007, 11:26 AM

1 did, ex demo BF1 GT - Nice car too.

I wanted a fairlane, they sell them what's so hard?

Cougs · 28-12-2007, 11:57 AM

Quote:

Originally Posted by 4Vman

and their sales staff are either lacking product knowledge, lacking passion for their range or too old to care anymore...

PRODUCT KNOWLEDGE! Oh my goodness... I had to educate my salesperson as to why the XR6 Turbo is such an awesome car (for its price). I practically sold the car to him, then I bought it :P

I wish they had better product knowledge - i found that they are just able BS their way through sale, that's what they specialise in!

DanielXR8 · 28-12-2007, 01:38 PM

A bit like the pot calling the kettle black to be honest. The dealerships are collectively the biggest problem for Ford, for all the reasons we know and talk about here on every second thread.

Maybe Ford needs to consider a Premium Ford dealer network, with much tougher franshise agreements that are all about customer service and are easy to loose if they don't do a good job. In exchange the dealers get better prices from the factory and premium support and training options for their staff.

That way both sides win and we the customers, get the Ford dealers we have wanted for forty years and will happily support a Ford dealer that gives a dam about us.

Dan

RATT · 11-01-2008, 04:05 PM

How does a thread go from Tom Gorman being confronted by dealer principles turn into another dealer bashing one??

The point isn't only customer service. It's the lack of customers that dealers are worried about. Not much a good salesman can do with no customers!

Grum · 11-01-2008, 04:18 PM

Quote:

Originally Posted by 4Vman

and their sales staff are either lacking product knowledge, lacking passion for their range or too old to care anymore...

I do agree 100%, but how can an enthusiast salesman who knows the inside and out of a BF Falcon/FPV turn around and sell a little old lady a focus? Then turn around and know everything about a Ranger?

I think I could walk into a dealership and sell a few Falcon/falcon utes in an afternoon but ask me about the smaller range and I wouldn't have a clue!

I'd like to see the larger dealerships broken up into 3 areas;
1. Falcon/Tezza's
2. Rangers/Utes/F trucks if they ever sell them again
3. Focus/Fiesta's/Mondeos

and each area has knowledable staff!

RATT · 11-01-2008, 04:36 PM

You're right on the first part of your assesment. It can be difficult to know everything without having to resort to the brochure.

The entire Ranger range(?) can be confusing to most people, so it's always wise to cross reference all information with the brochure or the manufacturers website.

However, once again we are going away from the main topic at hand. Let me tell you, when there is no one walking in the door to look at any Ford in the range it can get quite depressing for the average salesperson on a sunny Saturday or Sunday afternoon, who would rather spend the time with their family etc. Not to mention service departments who will service less vehicles, parts dept who will sell less parts and accessories. Hence why a faction of dealer principles have spoken to Tom.

Their greivences aren't there to purely pass the buck and blame Ford Aust for the current lack of sales. Communication is also the issue as there are too many hurdles to overcome just to claim any dealer bonuses etc, all the while the dealer bleeds red ink. Hence why the likes of Fury Ford and Jubilee Ford in Sydney have closed. And believe me more will close.

Bossxr8 · 11-01-2008, 07:41 PM

Quote:

Originally Posted by RATT

How does a thread go from Tom Gorman being confronted by dealer principles turn into another dealer bashing one??

The point isn't only customer service. It's the lack of customers that dealers are worried about. Not much a good salesman can do with no customers!

I wonder how many people have vowed to never buy a Ford again because of the pathetic service some people have received at some dealerships, especially when you need something fixed under warranty and you get the usual they all do that, or that's within spec or there's nothing we can do about it. Do they realize that if they continue to treat customers like idiots then less and less people will come through the doors, especially after a disgruntled purchaser has bagged Fords to ever person they come into contact with.

elgt146 · 11-01-2008, 08:11 PM

I think all dealerships whether it be Ford or someone else should treat their sales staff in a more professional manner.

When a new product is released the staff should undergo studies about that particlar vehicle. Not just arun down but a major study, exam to qualify to sell that vehicle.　The more you pass the more you know and the more ranges of vehicles u r allowed to sell.

Any other business would provide professional training and give their staff full knowledge on the product. Hmm except maybe a couple of phone comp. we know of..

Anyway point is.... The sales person job needs to be taken more seriously and the sales staff made to work for the position to ensure maximum product knowledge.

these days customers demand alot more information ans they are more informed. Not just how many cylinders is under the hood.

Unfortunately until the sales people are treated with bit more respect and given opportunity they will always come across as uninterested, not up to speed and unprofessional.

Walk into a BMW,Porsche dealership and see the difference, feel the difference.

As for Tom.... very poor marketing and he needs to shake up his troops out selling the cars

RATT · 12-01-2008, 09:27 AM

Quote:

Originally Posted by Bossxr8

pathetic service some people have received at some dealerships, especially when you need something fixed under warranty and you get the usual they all do that, or that's within spec or there's nothing we can do about it.

This is indeed true, but you have to remember Ford motor company ultimately decides if a "fault" or complaint is warranty work or not, not the dealer. The dealer can make a decision initially based on their knowledge, or in some cases, not giving a toss, and then Ford will say yay or nay.

Quote:

Originally Posted by elgt146

Walk into a BMW,Porsche dealership and see the difference, feel the difference.

True. But you pay for this difference, through the purchase of the car, servicing, parts etc. Hence they have the funds to pay for better salespeople and service personnel as well.

Bossxr8 · 12-01-2008, 11:08 AM

Quote:

Originally Posted by RATT

This is indeed true, but you have to remember Ford motor company ultimately decides if a "fault" or complaint is warranty work or not, not the dealer. The dealer can make a decision initially based on their knowledge, or in some cases, not giving a toss, and then Ford will say yay or nay.

Thats a cop out. My BA XR8's power steering pump was as noisey as hell, you could here it inside the house with it idling outside. I took it to the dealer for it to be fixed and as soon as I'd finished explaining the problem I got the they all do that, thats normal, we could change it for a new one but that wouldn't fix the problem as all of the pumps are noisey response. Tell me how the Ford Motor Company was responsible for that.

I ended up getting it fixed a few weeks later after I complained hard enough, and guess what, it was quite as a mouse with a new pump fitted.

Thats the type of dealer brush off i'm talking about, treating the customer like an idiot to avoid having to do the work. Thats purely a dealer problem, the Ford Motor Company is not responsible for that sort of pathetic service.

**Peuty** · 12-01-2008, 11:16 AM

Quote:

Originally Posted by Grum

I do agree 100%, but how can an enthusiast salesman who knows the inside and out of a BF Falcon/FPV turn around and sell a little old lady a focus? Then turn around and know everything about a Ranger?

I think I could walk into a dealership and sell a few Falcon/falcon utes in an afternoon but ask me about the smaller range and I wouldn't have a clue!

I'd like to see the larger dealerships broken up into 3 areas;
1. Falcon/Tezza's
2. Rangers/Utes/F trucks if they ever sell them again
3. Focus/Fiesta's/Mondeos

and each area has knowledable staff!

It's not that hard of a concept really. Try working in a well known electrical store where salespeople aren't split into departments. We had to know exactly what every product in that store was, what it did, how it did it.

It's not too much of an ask for a car salesman to know the insides out of maybe 15 different model variants.

Daniel