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This morning I heard in the radio that someone just took a Porsche from a car showroom for a test drive and did not return it. He just left the car by the road side after using up all the gas. He must be a very brave and a sweet talker to be able to convince the car showroom salesperson to let him take a Porsche for test drive by himself.

This reminded me of my experience dealing with a Toyota car showroom salesperson. I was seriously exploring the possibility of getting a new car to replace my current one. One of the car I was seriously considering was the new Toyota Camry XLE. I heard great reviews from my friends and in the press as well. The car looks good.

Before I went to the showroom I decided to dress appropriately so that they will take me as a serious buyer. When I was at the showroom, I asked to test drive the car. The respond I got from the salesperson was unbelievable. He asked if I made an appointment to test drive the car.

I said “No”.

“In this case, you cannot test drive. Only customers with appointment can test drive”

“I am sorry. I didn’t know about this policy. I took leave from work to see this car. Since I am here, can I test drive?”

“No”

I walked out and never consider buying this car again. I had already 70% decided to buy this car. Test drive will add another 10%. Disposing my current car and getting financing will just close the deal.

Toyota lost a real customer and I am still driving my current car.

“A customer is the most important visitor on our premises. He is not dependent on us; we are dependent on him. He is not an interruption on our work; he is the purpose of it. He is not an outsider on our business; he is a part of it. We are not doing him a favour by serving him; he is doing us a favour by giving us an opportunity to do so.” - Mahatma Gandhi