My experience at Miami store has always been impeccable. I am impressed with the caliber of the staff.
from my Samsung galaxy s3
from my Samsung galaxy s3
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Tesla Store Experience
- Thread starter clmason
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- Tesla Inc.
Arnold Panz
Model Sig 304, VIN 542
Absolutely agree. But I think we've gotten a bit lucky because at least two if our sales managers got promotions after time in our store (Will and Maria), and the current group (headed by Graham) is awesome, and I have just as good conversations with the service guys there.
There was one guy, very early on, who came from a car sales background and pulled the "better reserve a Sig fast because they're running out!" routine on me, and I called HQ about it, and never saw the guy again. I couldn't be happier with the folks in Dania.
I've been to Bellevue's store at least half a dozen times and downtown Seattle twice. Apart from not getting my keys handed to me (
), they've been perfect.
Vger
Active Member
GeorgeB, just had a great experience of the "retail background" person at the Bellevue store. My wife and I were driving our Roadster all the way (450 mi) from far eastern WA state back to our home in BC. We had a brief window in the afternoon, where we needed to charge the Roadster and wanted to try for a test drive for both my wife and I. I had driven at GET AMPED Fremont, but not a Performance, and my wife had not driven at all.
We called the store from the road in the AM, and after a bit of resistance from the first person we spoke too "we do not do test drives on holidays (it was Halloween) [what??]", Ali Milrood got on the phone and took charge of the situation immediately. She booked us a perfectly-timed slot, did the drive with us herself, and developed great rapport with my wife, which really "amped" my wife's confidence driving and her enthusiasm for the car. Great hire. Ali is a great example of your criteria working!
ModelS1079
Member
Folks, this is management at its very best. I may drop medicine and apply, just so I have a chance to sit and be interviewed by George.
Bravo!
Thanks GeorgeB. I've never been to a Telsa store, and because of where I am it will probably be a very long time before I will have the opportunity to visit one, but I certainly appreciate your response.
David at Dania rocks
+1 We were flying into Fort Lauderdale for a weekend. Called David at Dania and asked if we could stop by the store for a test drive. Not reservation holders at the time...he set us up for 10 AM the day we landed. Great experience. Reserved #13045 two days later.
+1 We were flying into Fort Lauderdale for a weekend. Called David at Dania and asked if we could stop by the store for a test drive. Not reservation holders at the time...he set us up for 10 AM the day we landed. Great experience. Reserved #13045 two days later.
This is something that I personally believe is the best way to go. Having stupid petty rules like "no scruff" don't promote professional appearance. I used to look rough on Saturday mornings, because I was really really hung over, at my retail job when I was in college. And I was almost always clean shaven. When I came in on a Monday after a weekend of mountain bike racing I normally had scruff but was generally much more professional looking.
JakeP
S P4996 ==> P02547
I have been to NYC, Chicago, Menlo Park, Santana Row and Denver stores, and I have seen nothing but utter professionalism, dedication, enthusiasm and genuine care for the customer and the product. The staff are incredibly helpful across the board, and have even responded to follow-up questions via phone and email after I left the stores.
The capabilities and vision of Model S made me buy the car; the quality of every Tesla employee I met at the stores and Get Amped events made me go long on the stock. If that isn't an indication that Tesla is doing the right thing with employee selection, I don't know what is.
I can't guess what happened to the OP here, maybe it was a bad employee, maybe a good employee having a really bad day, or maybe even just customer disappointment at getting the answer they didn't want to hear was clouding the perception. But this is a definite exception to the rule from everything I have experienced.
The capabilities and vision of Model S made me buy the car; the quality of every Tesla employee I met at the stores and Get Amped events made me go long on the stock. If that isn't an indication that Tesla is doing the right thing with employee selection, I don't know what is.
I can't guess what happened to the OP here, maybe it was a bad employee, maybe a good employee having a really bad day, or maybe even just customer disappointment at getting the answer they didn't want to hear was clouding the perception. But this is a definite exception to the rule from everything I have experienced.
Props to Mr. Blankenship for even reading the thread. Even more praise for replying. Reminds me of Steve Jobs emails.
For the people who had bad experiences, can we take a step back before reaching overarching generalizations? These individuals are human beings and we have no idea what transpired in the day and their personal lives or what current responsibilities they are juggling at that very moment. Perhaps your own approach is precieved as hostile and one doesn't recognize it.
In defense of Apple, their service has been impeccable on my end. I give a lot of credit to these employees as you have many customers who don't know their hands from their butts asking questions constantly and you have no choice but to help. I'm not saying that bad customer service is allowed but I'm just saying there are many factors to consider.
To the OP on the test drive for reservations only. I had the same response but, I put down a deposit and drove it because it was refundable. I was also given the reasons Mr. Blankenship stated. The customer base of the Model S (aka stereotyped BMW/MB drivers) WANT exclusivity. If anybody can drive it, that hurts the marketability of the Model S. I got it 100% and I dropped my 5k, then got my refund and wrote my write up which was excellent.
To give you some background. I have a horror story for you. I was serving at the restaurant I work at. A customer ordered fries. Ate about half of them... Then he called me over. I asked what was wrong and he said these are no good. I need all these to be the same size. I CANNOT make this up. What would you have done?
Is the customer always right? In that case no, but I decided to suck it up. Put gloves on went into the kitchen and cut the fries from the potato myself and cooked them for him. You can't expect everybody to go the same lengths (especially if they are exhausted).
For the people who had bad experiences, can we take a step back before reaching overarching generalizations? These individuals are human beings and we have no idea what transpired in the day and their personal lives or what current responsibilities they are juggling at that very moment. Perhaps your own approach is precieved as hostile and one doesn't recognize it.
In defense of Apple, their service has been impeccable on my end. I give a lot of credit to these employees as you have many customers who don't know their hands from their butts asking questions constantly and you have no choice but to help. I'm not saying that bad customer service is allowed but I'm just saying there are many factors to consider.
To the OP on the test drive for reservations only. I had the same response but, I put down a deposit and drove it because it was refundable. I was also given the reasons Mr. Blankenship stated. The customer base of the Model S (aka stereotyped BMW/MB drivers) WANT exclusivity. If anybody can drive it, that hurts the marketability of the Model S. I got it 100% and I dropped my 5k, then got my refund and wrote my write up which was excellent.
To give you some background. I have a horror story for you. I was serving at the restaurant I work at. A customer ordered fries. Ate about half of them... Then he called me over. I asked what was wrong and he said these are no good. I need all these to be the same size. I CANNOT make this up. What would you have done?
Is the customer always right? In that case no, but I decided to suck it up. Put gloves on went into the kitchen and cut the fries from the potato myself and cooked them for him. You can't expect everybody to go the same lengths (especially if they are exhausted).
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George,
For what its worth my wife and I have visited a couple of Tesla stores several times and have attended a number of Tesla events and after having interacted with Tesla employees at many levels we have never experienced a single Tesla employee who was snobby.
Nevertheless, I for one appreciate you taking the time to address the original poster's concern.
On another subject will you be visiting for the Miami Beach store opening celebration this Thursday?
Regards,
Larry
Citizen-T
Active Member
George,
Wish that I had a Tesla store here in Raleigh to experience this legendary service. Hint, hint.
Wish that I had a Tesla store here in Raleigh to experience this legendary service. Hint, hint.
I've always had great experiences at the Bellevue store. The first time I visited, prior to making a reservation for the Model S, Ali Millrood spent a lot of time with me telling me all about the features of the car. The second time I came in, I made a reservation and scheduled a test drive...again the employees were very friendly, no snobbery whatsoever. Ali took me on two test drives in the following two weeks, once with my parents who were in town from Montana. We were all very impressed with Ali's knowledge of the car. Even though we arrived a little late for the test drive, she took us on an extra-long drive through a beautiful area where we could really see how the Tesla performs. Ali is fabulous! I highly recommend the Bellevue store.
Agreed with the first part. On the second... I've read quite a few Steve Jobs emails. The man was clearly a genius, and just as clearly an insufferably arrogant human being. I know you meant it as a big compliment, I just wanted to add that not everyone will see it that way.
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I hate the people in Miami... yeah, right. Snicker. :wink:
Will, Maria, and Graham are all first-rate and have been very valuable front-line representatives for the company. I've been very happy to deal with them. Same goes for the service staff, all of whom "represent" Tesla just as much, or even more... especially the guy who spends nearly a whole day servicing my Roadster just three feet from my desk. All great people in Miami.
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Yup... crystal clear. I'm absolutely committed to the company I run and the things I already do, so I wouldn't do it. But I gotta say: when one can choose to work only with the very best, a post like this one makes one want to work for or with Tesla to ensure their success. I'll have to settle for supporting the company by buying an S, an X, and some stock.
1. I agree with the OP that not being able to test drive a Model S before putting down a reservation is a turn off for some (and maybe many) people. I think this should be remedied.
2. I understand that there aren't many cars available for test drive and there's limited staff on hand as well.
3. But I think there's nothing that "markets" the Model S better than a test drive. Sitting behind the wheel as you firsthand experience the handling and acceleration. It's quite an experience and more people should test drive the car over time.
I wonder if the solution is to charge for a test drive. Maybe from now until end of February charge $100 per test drive. Then after February (with more test drive cars available and most reservations holders will have test driven the car) reduce the test drive charge to $50. Of course, reservations holders can test drive for free. After several months, Tesla management can see if it's wise to remove the test drive fee altogether.
I was talking my previous post over with my wife and had a few more thoughts:
1. Current reservations holders would test drive for free of course.
2. $50 test drive fee might be more reasonable (for 20 minutes). The $50 test drive fee would be fully refundable if person puts down a deposit within 6(?) months. (Or it could go into the deposit)
3. Giving test drives to as many people as possible (even non-Model S buyers) should be Tesla's #1 marketing priority for the next year or so. Beef up staff and cars, and let as many people drive as who are willing to pay the $50 test drive fee. Get as many people to talk about the experience as possible. I think an important target market for gen3 would be the younger car fanatics... many of them into BMW 3 series, Lexus IS, etc. Get as many of these guys into the store as possible to test drive the Model S and they're be salivating for the Gen3 and they'll be talking up a storm for the next 3 years.
1. Current reservations holders would test drive for free of course.
2. $50 test drive fee might be more reasonable (for 20 minutes). The $50 test drive fee would be fully refundable if person puts down a deposit within 6(?) months. (Or it could go into the deposit)
3. Giving test drives to as many people as possible (even non-Model S buyers) should be Tesla's #1 marketing priority for the next year or so. Beef up staff and cars, and let as many people drive as who are willing to pay the $50 test drive fee. Get as many people to talk about the experience as possible. I think an important target market for gen3 would be the younger car fanatics... many of them into BMW 3 series, Lexus IS, etc. Get as many of these guys into the store as possible to test drive the Model S and they're be salivating for the Gen3 and they'll be talking up a storm for the next 3 years.
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