Question for lawn care owners

[Jeff in AL]

As an OPE dealer and service center for both homeowner and commercial, what do you like and dislike most about your dealer/service center? <br>What could or should they do to be able to serve you better?

[Jason]

What I would really like to see would be service departments open on Saturdays. Also would be nice for the dealership to stay open longer in the summer. Really hate it when you need something at 6 pm and the dealer closed at 5.<p>The best dealership I ever dealt with was a John Deere outfit when I farmed. During spring and fall they'd stay open until dark 7 days a week. Mechanics on call 7 days a week. With service trucks to do field calls. Granted they were working on $150,000 tractors and combines not a $6,000 dollar mower. But it was nice.

[lawnsurfer]

I agree, being open on Sat. and even part of the day Sun. would be the number one thing. I can see not being open on Sunday, but Sat., I work Sat. or if not that would be the day I brought in my mower. I would drive a lot farther and pay a little more for that kind of service.

[Dingo]

A little off the topic but what i really hate is when i need to do mulching on sat and i got to the damn mulch yard and they close at 12.

[thelawnguy]

What I like (the one I use): Commercial operator repairs are done immediately, bumping residential customers. And they ensure they always have a complete line of replacement parts for what they sell. After hours service as long as someone calls ahead and says they are stopping by at xx.00 p.m. with a down machine.<p>What I dont like (the shop I tried once and didnt return) not having something as simple as a deck belt in stock then telling me its a week to get one. Sorry bub, look at this face cuz you aint seeing it in here no more.<p>Bill

[lawrence stone]

The last piece of equipment I bought new from my local OPE dealer was over 5 years ago.<p>I have cut this moron completly out of my world. This guy has sold lots of machines in the past (I bought 2 new mid size wb's from him) but he does not stock ANY on the most needed replacement parts for the machines I have purchased. <p>I have taken control of my replacement parts needs by stocking about $400 of most needed parts + an extra transmission in house.<p>I now deal with a toro and exmark dealer from NH that has a commercial parts division<br>and carries common replacment parts for ALL<br>types of commercial walk behinds.<p>If you order $150 or more freight is free.

[MOW ED]

Hi Jeff,<br>My current shop/dealer has a commercial first policy as well as a half hour trailer fix agreement which means if he can't get it fixed in a half hour from when you pull your trailer in he will let you use a loaner for nothing until yours is fixed. <br>I know this is not possible for all shops so I feel lucky.<br>The thing that has bothered me in the past about my old shop was a mechanic in it that didn't like working on Walkers so alot of the repairs were done but little things were found like a wire he didn't put back ib the right spot ended up shorting out after I started mowing. <br>I hope your business is going well, thanks for the help in the past.

[machine]

I refuse do businness with any dealships. There prices are 3 to 6X the price I buy from manufactures and wholesalers of afertmarket parts and finshined equipment. You dealers are going to have to wake-up and smell the coffee, your going to have to change your business model soon or perish. Dealers are inefficincies in the supply chain and will soon be weeded-out. Last time I went to a dealer, was 10yrs, ago.

[Evan528]

I cant say enoough good things about my dealer. There prices are not the cheapest but you cant beat the service that they provide. If a peice of equipment goes down i taake it right over and one of the machanics will put aside what he is doing to fix my machine and get me out cutting as soon as possible. Right now my dealer is so buissy there is a 2 week wate untill they will even look at a homeowners mower. When i took my weedwacker in the other day they had it fixed in 15 minutes and i was out the door. My dealer also has one full time man dedicated to only service calls wich becomes very helpful. I now have a new ztr but last year when i had an peice of crap gravely rider the thing was breaking every 2 weeks... they would meet me at my jobsite to fix my mower right there. For there service calls they have a huge cube van stocked with parts. In the past i used to go to many diffrent dealer but the last 6 years this is the only one i will even go to. Besides there gret service in fixing equipment the owner and employees are very truthful when it comes to buying new equipment. they always lead me in the right direction and never bullsh*t... Like i said before, there not the cheapest around for machinery but i gladly give them my buissness anyway.

[lawrence stone]

The cube van thing is a great idea for one guy to work for a dozen or so of the LCO's in one area.<p>The LCO can buy say a min. of 4 hours of<br>repair time per week. The repair guy can either go to the LCO location or meet at an industrial site to repair and PM any equipment for that week.<p>Also the repair guy could sell some off brand commercial equipment. It would not hurt to have some demos on a trailer when you were making your rounds.<br>

[Ricky]

My dealer will get right on a commercial customer. If he has to keep the mower he will provide a loaner, even if he has to loan you a new one!

[Toroguy]

The cube van could also deliver sharpened blades.

[jaclawn]

An ideal dealer...<p>-OPen in evenings and Saturdays.<br>-Provides a loaner for major repairs.<br>-***Calls you when parts come in***<br>-***Calls you when repairs are completed***<br>-Isn't afraid to borrow a part of a showroom machine to get a commercial cutter back in business.<br>-Lays out all your options when making purchases.<br>-Gets to commercial repairs/service in a timely manner.<br>-Lets you demo anything.<br>-Listens to you and your needs, perhaps suggests that what he sells isn't the best choice for you.<br>-Gives a discount.<br>-Has a knowledge of the stuff he sells.<br>-Knows your name when you walk in the door after spending over $10,000 there.<br>-Isn't afraid to take the time to talk to you.<p><br>I know that it is tough being a dealer. Some of the above things are so simple, and don't cost the dealer anything, and yet they don't do them. <p>I one time needed a part in a hurry. My largest mower was down without this part, and the dealer didn't stock it. This was when I started out, and did not have a fleet of backup equipment to suport me. I ordered the part from him, and asked that it be shipped overnight, express, or whatever was fastest. I made it clear that I needed it in a hurry, and would pay any shipping charges to get it quick. <p>THe part came in three days later, and I got the call near the end of the day. I knew that I could not make it to the dealer before closing, and I called and asked if they could leave the part on the loading dock, and I would pick it up after hours, and drop off a check. They would not do this. Keep in mind that this was a place where I had spent many dollars prevoiusly.<p>I had hoped to get the part that evening, and be back running first thing in the morning. Instead, I had to wait till the dealer opened at 8:30, go in, get the part, and get home and repaired before going out to mow. <p>When I got to the dealer, I asked how much the extra shipping was. It took three days to get. The owner told me that he just had it shipped regular UPS, that overnight would have only saved me one day, and that it was not worth $20. <p>To me though, it waould have definatly been worth the $20 to have that mower in service a day sooner. I would have gladly paid the extra money, and told him so up front. <p>Those two incidents left a bad taste in my mouth for that dealer. I have taken my business elsewhere. <p>

[Scag48]

I haven't purchased any equipment from dealers but almost did at a local farm dealer (tractor and commercial mower dealer).Anyway, when I told the owner (salesman) what I needed and that I didn't have alot of money to spend, he would try to talk me into the bigger, better model that I didn't need. I got tired of negotiating so I gave up. I think John Deere walk behinds are pieces of crap. They wanted $950 for their &quot;commercial&quot; 21&quot; walk behind. I was about to tell him right there that I was going to buy a Honda. It would have been funny seeing the look on his face.

[lbmd1]

I'm lucky to have a dealer who is open on the weekends and keeps a mechanic on duty as well. They drop everything they are doing to get me back out running. Always get the dealer's personal loaner (Toro 62&quot; Liquid cooled ZMaster if needed. His prices on equipment are very competitive, but parts are outrageous in price and simple items are usually not stocked. Lawrence got me hooked up with ProParts in Salem, NH, only a 40 minute drive. They stock almost every thing and if not in stock, get it to you usually the next day. They discount their parts and are very knowledgeable. <p>Mike

[Scag48]

I heard that Exmark rates their dealers. If you go onto the Exmark site and go to dealer search and enter zip code and what not, most of them have this &quot;Turf Star&quot; thing, I think that's what it is. They claim the dealers with this &quot;Turf Star&quot; have committed themselves to your service or something like that. Seems like a great deal. What I can't figure out is one of the dealers that is close to me got this &quot;Turf Star&quot; and every time I go by the place I never see any Exmark mowers. Looks like Exmark should look up on this dealer.<br><p><font size="1">Edited by: Scag48

[1stclasslawns]

How about a dealer that gives you is home unlisted phone number and says &quot;call me if you need me&quot;.<br>He also has a commercial first policy, and gives me a set of blades for each mower I refer the sale to. <br>The only drawback is he dosent have a loaner mower, he is still too small of a bussiness.

[Barkleymut]

That Exmark turf star is a load of CRAP. My local dealer only sells a bunch of them because he is in an area of 1 million people and has no competition. I was asking him some questions a month ago and I knew more about the damn mowers than he did. Yeah I want to wait on a part from that guy. I want to put my business on the line for someone who has no clue. I went elsewhere to buy my mower. He got the &quot;exmark clumpy grass&quot; award from me.

[Parrot]

I cant say enough about my dealer. They are 7 a.m. to 8 p.m. during the week and 8 to 5 on sat. Commercial cutters come first, and if they can't get it fixed right away, they have two Lazer and two Turf Tracer demos so you have something to mow with. My Vanguard on my wb recently blew up and the dist was out of new engines, so one had to be shipped from B&S, 7 to 10 working days through 4th of july weekend! i would have been screwed dealing with other dealers in the area, but mine had a liquid Lazer for me til mine was up and running. Now thats service.