Typical Used Car Customers

[@russell2649]

Unfortunately not all car dealers are as honest and straight forward as you though Matt. Sure, some customers are always going to be a waste of time but others will have had their fingers burned in the past. The motor trade isn't without blame here.

[@HighPeakAutos]

Thats right. There are two sides to every story.

[@vtrmcs]

Absolutely this. Used car dealers are generally regarded, rightly or wrongly, as being akin to 1980's door to door double glazing salesmen. People are wary. Sorry to say there isn't a single time I've dealt with used cars when I haven't felt I'd had my pants pulled down. Twice I've had dealers offer bottom book for a really nice vehicle, been given some bullshit story about it "not being the type of stock they are looking for", then been called back a few weeks later offering 10-20% more. One example was a golf. Full main dealer history, 30% below average mileage, under extended warranty. Decent spec and options. They offered me £4.5k initially. I eventually sold it for £6k to the same dealer. They stuck it on the forecourt at just under £9k a week later. Just sheer profiteering. What you have to keep in mind is, and I speak as a business owner too who works long hours. The customer doesn't give a flying toss what your overheads are, or anything else, they just want to feel like they got a deal. Also the thing about cash seems stupid, but its amazing how many trades still give a discount for cash, so thats why people still offer. Overall, its bloody hard work to run a business because no matter how honest you are, people form their opinions long before they even meet you.

[@jons5882]

That is also very true that not all used car dealers are as open and honest as you seem Matt. The industry is known for its Arthur Daleys out there and I myself was ripped off in 2010 when I bought my previous car. Partly my own mistake is I was too trusting and i didn't check his reviews first. His prices were too good to be true. The milage on the motor I bought was sold to me as 38k. What i wasn't told was it had a change of digital dash due to a recall fault (renault grand scenic) and had actually covered upwards of 138k which was all showing on the MOT history I didn't think to check at the time (dealer would have known though) Then there was the condition it was delivered in, open up the bonnet and I'm sure there was more oil on the outside of the engine than in it and it stank of burning oil...... Dealer wouldn't refund, but thanks to paying the deposit on my plastic flexible friend, the credit card company fully refunded me under section 75 of the credit consumer act as the dealer wouldn't respond to calls. His setup looked really professional too, thankfully he didn't remain trading for long after that.

[@skidillydiddily8571]

I bet there is far, far more dodgy customers than there is dodgy car dealers, and i'am not talking about percentage wise

[@BigUriel]

@@skidillydiddily8571 I'm not so sure about that, and I would say the dodgy ones might often the ones that sell the most cars, at least at these lower price points. For example the reason why most costumers will try to haggle down the price of a used car is because it's become an industry standard for used car sales businesses to inflate margins so they can pretend to offer the customer a discount. I remember once going to a "famous" used cars business in Wales just to have a look around and I spotted a Focus that seemed more or less what I was looking for. Within two minutes of looking at the car the pushy salesman comes along with a figure of £7500 and "drive away in an hour". This car's market value was closer to 4k and I told him as much, so he walks back to the office, immediately comes back out (he didn't have time to talk to anyone, it was literally just for show) and said "just for me" he'd knock a grand off. This whole thing didn't take 5 minutes and I didn't even haggle, I didn't even say I wanted the car but merely asked for the price and said it was too high. I'm certain when they took that car in as a parts exchange they didn't pay more than £2500 for it, and someone ended up buying it for 6k or close enough and thinking they made a great deal.

[@andylamb2518]

I worked in B&Q as a student, one customer came in and asked how many packs of laminate floor do they need for their living room, I asked what the dimensions were “just an average sized living room” was the response 😂🤷‍♂️

[@jameskrell4392]

Your comment reminded me of a management meeting I went to many years ago. We needed a new control room for one of the plants and one of the managers passed some brochures around. It clearly said that the control rooms where custom made to the customer requirements. The works manager said this is no use, it doesn't say what size they come in. We all looked at each other around the table and no one spoke. It was my first meeting and I plucked up the courage to say that there weren't any measurements because the control room would be made to our requirements. With that the manger became irate and said, "I Bloody know I say but it doesn't say what size they come in!" He actually spoke like that and thats when I realised why no one had spoken up.

[@edyvrg8393]

I'm a car dealer in Romania, basically importing from Austria or Germany. I mostly sell cars at less than 7000 euros. Today I received a call from a moron who bought a golf 5 1.9 tdi (2004) with 185000 km at 3500 euros in 2018. He started swearing at me and telling me he'll kill me. Why? Because 2 and a half years and 38000 km later the flywheel started making noise. I swear that 95% of our clients are complete retards.

[@Brian-wz5uk]

The answer is obvious. "Just an average number of packs"

[@briancampbell3310]

😂🤣😂

[@billt1954]

Andy Lamb. Well, what are you moaning about? All you had to do was get a tape measure from the tools department, quickly run round and measure the square footage of every living room in the country and then divide that figure by the total number of rooms! Some people have no concept of customer service.😂

[@mikeyj2025]

I find that few hours between ringing up their interest and when they should be showing up is the most dangerous time of their life. The number of people who are "rushed" into hospital, made redundant, fall pregnant, relative dies etc during that short period is phenomenal!

[@davidf6326]

That genuinely made me laugh out loud 😁

[@PKDionysus]

🤣🤣🤣🤣🤣

[@rimfa123]

Really enjoyed this. One of my friends was once selling used Porsche Boxster and he'd priced it fairly. Bloke turned up and started trying to pull the "I'm going to convince you that your car's a heap of crap and then make a stupid offer" tactic. After about 20 seconds of the guy moaning about stone chips my friend calls his bluff and says, "Ok, well sorry for wasting your time. Have a safe trip back" and starts walking away. The guy almost fell over himself trying to get my friend to walk back over.

[@HighPeakAutos]

Yeah thats what I would've done too

[@THUMBSUPBITCHify]

That's how used car salesmen buy cars. Same tactics you moron!

[@FatHead1979]

@@THUMBSUPBITCHify Well that wasn't very nice was it? I bet you're a delight at social gatherings with that mouth!

[@mattshiz]

@@FatHead1979 Both sides do it, just look at WBAC. Knock you down on price for absolutely anything. It's up to you though to decide what price you're comfortable to sell at though.

[@happychappers8311]

@@FatHead1979 It was a bit rude but he has a point.

[@geoffnorton9279]

I used to own a menswear shop. The best one I heard was a guy who complained that my Levi 501's were too expensive and he could buy them in the New York for less than half my price. I quickly pointed out that the next plane was leaving in about 20 minutes.

[@GrrMeister]

*Should have ripped 'em up the Millennials love that*

[@paguliukas]

@@GrrMeister lol good one

[@andiscott8470]

Don't work in the motor trade, work in aviation and for 10 years as cabin crew for a big airline. The general public never ceased to amazing me with their comments, complaints, entitlement, time wasting, "me me me" attitude and belief that they could treat the crew like absolute shit and still expect to get a top notch service as a reward for their behaviour. I am a firm believer in that the customer is not always right. Great video Matt.

[@brianliggett9087]

no customer no job !

[@realdanielmaclean]

Another great video my friend! Here is a recent story from me. I bought a used Ford Focus 2017 plate 4 weeks ago from Peoples Ford in Edinburgh. They had it on sale and it was advertised as having only 24,000 miles. I already knew it was a good deal at the original price (it had £800 off) so I sorted out the finance before I turned up. Because of the current situation, I wasn't allowed to test drive, but I did do a walk around inspection before agreeing the purchase (no clipboard!) and to my complete shock found massive scratches over the rear near side arch. I mean like someone had drove the car against a bollard. The sales guy couldn't apologize enough, it just blew my mind that he hadn't noticed so I gave him the benefit of the doubt, didn't give him a hard time and agreed to still buy the car if he fixed the damage. He agreed to repair it (at his cost obviously), but I had to come back another day. So next day I turn up and it's all sorted and because of the damage he agreed to fill the car up, which I honestly wasn't bothered about, but he insisted. So he took it away, filled it up and on returning, told me a warning light had come on. So he suggested he put it into the garage and call me back when they know what the problem is, but rest assured whatever it was, they would fix. Turned out it was just the CO2 sensor for the emissions. So I come back 2 days later to pick up the car and it's all good. I'm happy because I've finally got the car, People's Ford are happy because I've finally driven it off their property and I look down at the instrument cluster and catch a glimpse at the mileage counter, to my surprise reads only 20,400 miles. They misread the counter meaning I had an even better bargain. :-D Despite all of the above, i still gave the sales guy 5 stars on his feedback form because even when it went all wrong, he did the right thing. And i'm sure he appreciated me not being a dick either. It works both ways.

[@Pmjs]

Year's ago I bought a Mondeo 2.0Si mk2 from People's.

[@jeta1f35]

Cars go wrong, new cars, nearly new and older, they can all go wrong. If there is a problem around point of sale then its all about how the problem is dealt with that will determine customer satisfaction. As a customer I've experienced both ends of the scale, I have found that quality of service does not necessarily relate to cost of the car or the brand you are dealing with. It is all down to the individual people you deal with. One of my worst ever buying experiences was a brand new Land Rover, from a dealer in the South Manchester area, customer service was bobbins, that fact that I was spending £10's of thousands did not buy good customer service, on another occasion I bought a £2k Ford Focus and couldn't have wished for better treatment.

[@mrlemonmann55]

I’ve worked in retail and in the motor trade, I’m now a lorry driver and don’t have to deal with these cretins and am happier than ever! Great Channel by the way bud, keep up the great content.

[@HighPeakAutos]

Thanks for watching

[@autopediainc5534]

We are a car dealership based in Nairobi Kenya and this video clearly depicts our every day life. Thank you for airing out what we couldn't for fear of the lynch mob, and well throwing in some humour into it. Congratulations on 134K 🤜🤛

[@HighPeakAutos]

Glad to hear it isn’t just me. Thanks. And good luck with your business

[@Jack-hg1hq]

Not even watched it yet and I just know this is going to be gold. When a sensible nice bloke like yourself has to deal with the public it's going to leave you with the feel of 'how do these people survive' and 'why hasn't someone decked them yet'

[@damianadams]

This alone makes me want to buy a car from High Peak Autos. Refreshing honesty from a human being who happens to sell cars. Thank you.

[@Broadmaynewood]

Absolutely I wish that I lived nearer....

[@davidtaylor2131]

Me too

[@davidtaylor2131]

...but... I may end up in a tale lol.

[@sparky6996]

Yeah me too

[@cannonball9478]

Yep v good signs of honesty and credibility

[@wb7181]

I'm not a used car dealer, but I've sold a couple of cars privately and I feel your pain. My favourite is the phone call where the first thing they say is "What's the least you'll take for it?" Listening to your examples of things that get your goat, I'm ashamed to say that I've been guilty of a couple of them in the past 🙂 My favourite used car story came from a mate of mine who at the time (late '80s) was a salesman at a Vauxhall dealership. He said a colleague of his got the sack when an old gent wandered in and said "What will you give me for my 10 year old Skoda?" My mate's colleague said "What do you want, a balloon or a goldfish?" 😂

[@Mac_F87]

Had my L200 Barbarian up for sale in 2014. It was a 2011, low mileage and in mint condition. I had it up for sale for £12995 at the time which was substantially less than I had paid for it 9 months previously. I had one guy phone and try and pressure me into taking £9000 for it. His reasoning was that his pickup had been written off and that was what the insurance had paid out. So he somehow thought I should knock nearly £4k off for his benefit. Around the same time I had my pretty much brand new KXF250 motocross bike up for sale. I paid £6750 for it. I had it up for £4500. Had a woman phone and ask if I would take £2500 for it because her son really wanted one and that was her budget.

[@DRAINTVofficial]

i would like to listen to your stories. Working with "i know it all" customers is a nightmare

[@haza1283]

It would make for a great Video I agree. Customers can be an entirely different breed.

[@petemulhearn7787]

I used to be a nurse and I think I had some of your customers as patients!

[@HighPeakAutos]

Haha possibly

[@oggie1967]

Matt, I’ve been in retail for the last 40 years and back when I first started, customers would treat you with a certain amount of respect because you were a time served tradesman.(Butcher) However I’ve noticed that during & after the Pandemic, people have become meaner,more grasping & a lot les grateful than before! Totally get where your coming from, in fact I’ve decided to sell up & retire a few years earlier than I was planning as they’ve really started to piss me off!😬 Chin up chum & keep on doing what you do. Great content by the way!👍👏👏👏❤

[@HighPeakAutos]

I agree. Its certainly got worse over the recent years

[@davidwatson8681]

Hello Matt, Thanks for being so entertaining, its all so true! I work in retail and can agree with everything you say! What worries me something is these 'customers' are allowed out on the streets without supervision, are allowed to vote and have children..........

[@gadjules7334]

'Like some sort of savoury Hansel and Gretel' ....pmsl, brilliant

[@HighPeakAutos]

Haha I was pleased with that one

[@sandersson2813]

This is comedy gold. So true in any business.

[@peterhoskins2860]

Peter Kay of the motor trade😁

[@hozza12163]

This one got me, proper lol material

[@paulb9453]

I watched this video the night before buying a used car. I took on board your stories and avoided all the traits of the most annoying buyers, and instead came away with a fair priced car, the salesman was responsive, and I’m very happy with the final deal. Your sage words saved a lot of potential stress, thanks.

[@troubledtinkerer]

"Savory Hansel and Gretel" just made my day...along with telling the painful customer that a car has been sold. Cheers mate. Love this channel!

[@HighPeakAutos]

Thanks!

[@burtuppercut]

When does the directors cut come out? Great stuff we could listen for hours.

[@schmoosmith]

I’ll second that. Part 2 please!

[@twfy861]

Think Matt can make a trilogy of this or dip feed some “observations” when he feels like it 😂😂😂

[@tinacape2326]

He could read me a bedtime story Any day. Cooling off period PMSL.

[@casualagent7250]

I’ll third..ly that. Part 2 & more!

[@danielmarshall4587]

Oh yes please.... maybe some sort of "fans-only" caper.

[@Wreck-Gar]

Loved this rant 😆 It all sounds similar to the IT industry. If you are unfortunate enough to have a technical helpdesk I'd say the 60% of "challenging" clients rises to around 85%. I regularly see staff literally banging their heads on desks in frustration because they have a total nightmare on the other end of the phone. I agree with you, they shouldn't be allowed out of the house 😄

[@Mbmism]

Great video, I worked at Tesco while I was a student and some of the customers were just full on. I remember one customer was struggling at the self-checkout as he was putting scanned items in the wrong section. When I tried to help him, he got mad because he was being corrected by a "Tesco worker". In the end, a one-minute transaction ended up taking 10. Good times.

[@HighPeakAutos]

😂 they’re all the same.

[@andrewkemp_]

I’m trying to sell my car privately and can relate to this video. I’ve had over 40 enquires asking me for the best price, 2 people who never bothered to turn up and ignored my text. It’s so frustrating.

[@zip_it_up8361]

40 enquiries- must be FB marketplace

[@usmanfarooq96]

@@zip_it_up8361 yeah, same situation for me, the amount of time wasters is ridiculous

[@lordcharfield]

That’s why I never buy or sell privately!

[@ivanhoe6366]

Good points made...... But remember 3 grand is very hard to come by for some people, you can therefore appreciate that they are overly cautious, even scared of buying a potential money pit, as you are very aware cars can sometimes be. I tend to keep a car for a very long time because I find car buying very stressful, different of course if you are buying new or nearly new. Great channel😎

[@andrzejjasinski8634]

how are you going to maintain a car if you can't even afford it? if it's too expensive then don't buy it

[@BC-dn6oq]

@@andrzejjasinski8634 It isn't the point he's making. For some people that small amount is a significant investment; they might have a plethora of reasons too like a job that's further away where public transport just isn't practical. It isn't necessarily that they can't afford to maintain it, but more that they probably want the peace of mind knowing they've bought something that will be of use to them. That said, there are certainly others who'll live beyond their means, and I do get your point in that regard.

[@thebiglebrowski3695]

​@andrzejjasinski8634 It isn't about being able to afford to maintain a car. Even if you can afford to cover the cost of faults that crop up, you definitely don't want to have to.

[@varg11]

Great video, I’ve had to deal with retail customers in the past and it’s not easy. You could also do the other side of the story. Failing appointments, not having the car, saying you can’t have a test drive, saying another price higher than announced is unfortunately happening with bad professionals. Just Monday I went to see a car with a friend, we’ve called in the morning to confirm the car was available, that he wanted to test drive it and we were taking a part exchange to evaluate. we get there at the time interval we said, no car and no one to evaluate the part exchange!

[@serenityinside1]

Exactly. Time viewers were encouraged to send in the “ rogue / sh*t dealers “ stories. No shortage ! “ in 5 parts “ 😯

[@jinkazamamonkey]

I feel I need to stick up for the buyers so can you make a video on.....car dealers who advertise a car making you drive halfway across England to see it and it's not as advertised, who don't answer you the day after when something goes wrong, the ones who say come and see a car and sell it too someone else, the ones whose mechanics are kwik fit apprentices and the skilled journeymen who proclaim to know about cars but are just forecourt salesmen on commission. And finally the worst, the ones who don't take cash. How am I meant to launder my money ?

[@HighPeakAutos]

Hahah there are two sides to every story I guess

[@miamimo70]

Who puts cash in the bank.. lol 😉

[@philbateson7966]

.. In a 12 year old washing machine.. 😂

[@stu1701E]

Some people's definition of "time waster" is "anyone who decides not to buy from me" - it's an unhelpful label which undermines trust in the process of buying and selling used cars. I know it's disappointing not to make the sale but for most customers a car is the second most expensive type of purchase they ever make and they could be stuck with it for years, so they want to get it right. This doesn't excuse the genuine time wasters who don't turn up though.

[@neilsa9292]

@@miamimo70 Not me.

[@derekrigby2873]

Bought a Skoda Octavia ten year old from Main dealer in Liverpool. I put on a new timing belt ,new breaks and suspenson. Not bad for five grand.Last me for years now. Got it at 35000 miles, totally no way would I buy a new car. Keep the faith pal !

[@patagualianmostly7437]

Matt: That was the best 15 minutes of entertainment I have had in a long time! You are absolutely spot on. We know the world is full of these types but it seems to me that the used car dealers get more than their fair share. (The bad ones deserve what they get of course.) You must have the patience of a saint. Pretty sure your 60% will rise, you deserve better. Take care. Stay cool.

[@zakkane4473]

We need part two of this video....lol, Great video, i was in retail when i left school, tried it for a few years, i have been a class 1 HGV driver for 30 years now , no more stupid customers 🤣

[@HighPeakAutos]

Haha good choice!

[@ThinkImABitHARSH]

Only found this channel while researching for a Q5 but now I'm addicted to watching your videos. There's a lot of them so will keep me busy for a while. Thanks & keep up the work!

[@HighPeakAutos]

Welcome aboard! Thanks for watching

[@ihaveacoolhat1]

I once worked for a popular mobile phone retailer, and had a guy come in. He was waving a £1,800 bill around that he'd 'run up whilst in prison'. I listened to what was being screamed at me in-front of a busy Saturday shop floor, then he threatened me. I pointed out to him that there were cameras all over the place, around 30 members of the public in here with us, and I repeated to him that 'All bills were final'. He threatened me once again, and I spun around and went into the back of the shop until the child had calmed down. I left that job soon after because customers are knobheads.

[@HighPeakAutos]

I sympathise. I couldn’t do that job

[@PointNemo9]

How was a bill run up while he was in prison?

[@anthonydowling3356]

@@PointNemo9 Phones get smuggled into prison.

[@benellis7427]

This has made me chuckle! I have sold a car privately so can relate to much of this. I put the car up for £11k and people were offering me £5k for cash monies 😂, telling me I have to drop the price by a few thousand so they can fit S-line bumpers when an S-line goes for about £15k. Also had a guy call up begging me to hold it for a month until he has more money, I said yeah I'm in no rush at all if you have a look leave a small deposit etc and he said why would I do that I might change my mind 😂. It was a real insight to what people are like! Luckily a nice guy showed up with almost the asking price and we were both happy👍.

[@truckerdavidoff6093]

I agree with you on all those points Matt. The motor trade isn't without it's flaws though. For instance, I saw this lovey little Mazda 2 that was being advertised for £3200. I found it on Auto trader and it look really good on paper. 2012 model fully hpi checked with only 43000 miles, full mot and FSH. Long story short, I wasted 2 hours of my life there and back because when I got there, I could clearly see that it's an unreported write-off. The rear panel has had a terrible filler job with a terrible finish. There is rust everywhere and the rear bumper had been shodily replaced with overspray everywhere, The radiator was almost completely corroded away and one of the tyres had damage to the sidewall. After having similar experiences with two different dealers, I bought a great car on Facebook marketplace for a great price!!!

[@robbey300]

Great rant Matt, sorry sales review, I enjoyed it and again your superlatives were spot on! I've seen this so much were people do not know the difference between retail prices and trade in prices. The tale of the bank queue and Greggs sausage rolls and vapes made me gag, as its true! Keep doing what you do and record these anecdotes and memoirs for your book!

[@herbiecostello5408]

“Anything off for cash? “ me “ I could drop kick a wing mirror?”

[@drygulch100]

A mixed bag, for some customers £3,000 is a lot of money, for others £20k is, whatever the facts are you are in business to deal with both types - or don't sell 3k cars. I suspect you aren't doing it out of pure kindness. Unfortunately you have to deal with the public they are sometimes worried and they can't jump into a 'spare' car like you can if something goes wrong they need to get to work each day. Part of dealing with the public is dealing with all types. If I get the message of this video it - it is turn up - pay whatever the dealer asks, don't ask any questions and if there are any faults just bad luck. The dealers are all perfect it is the public that are cheating the dealers, the consumer laws are stacked against the dealer, it is a hard life being a dealer I am sure - just as it is hard spending your savings go on what you hope is a good car.. I have bought about 12 cars in my time, I only got ripped off once by a dealer who filled the car sills with a mixture of packing and filler so it failed the MOT a year later and it was my hard luck. I didn't ask any questions so I learnt my lesson I guess. 11 others were no problem at all so on balance most dealers are good - but there are some bad ones as well. Interesting videos worth watching I just wish for a little more regard for disparaging 40% of your customers.

[@serenityinside1]

Well said - couldn’t agree more 👍. Heavily slanted towards “ woe is us / me “here I’m afraid. Particularly irked to hear about “ customers who come with a clipboard “ . If a decent priced decent car , say £15k , are known to have certain faults ( I’m thinking especially German cars) I can’t see anything wrong with asking if there is any sign of this being “ headed off” , IF that’s not obvious on reading the service history first of course ones self. Buying a car that has a strong chance of landing a big bill , even write off money , without doing a little research is the work of a fool. It’s the second biggest purchase people make as a average fgs. Matt has a cavalier often jaw dropping risky approach to buying cars , UNSEEN included 😮, and gas been burnt and written off his many losses - glad he can afford it, newsflash .. most public can’t 🙄. There again he has got an AMG Merc in the garage he doesn’t drive and can afford to do that ; fair play he’s worked exceptionally hard to do that. I conjecture maybe he’s lost track sometimes how tough things are for plenty of people and they run on ‘ fine margins’; I have a finance business- I can tell you from the other side that’s the case. Maybe instead of moaning about “ people being a bit bitter with their sad lives” he ought to have a listen sometimes with his ‘Irony Radar ‘on … and consider a change in career ? Just a thought 🤔

[@laddie-1479]

You’ve bought 12 cars and had 1 bad experience, so on balance most are good…thats hilarious 😂

[@MaximilianvonPinneberg]

"because they've all been turned into vape shops"

[@HighPeakAutos]

Sadly true

[@MaximilianvonPinneberg]

@@HighPeakAutos Or, were turned into trendy gastro pubs in the 00s and now are dormant, waiting to be turned into 1 and 2 bed city centre Executive Apartments with a Sainsbury''s Local plugged into the ground floor.

[@HighPeakAutos]

Thats right

[@patagualianmostly7437]

I had to replay that bit....I initially thought he said "BAME shops!" LOL! (Which is also sadly true!)

[@terrynicholson9273]

Before lockdown you could have said turned into Weatherspoons but now pubs are illegal

[@richardletford2910]

That was a brilliant rant Matt!!! I’m a trader myself and one of the things that really pisses me off is, I advertise a car, someone calls me up, really wants the car and leaves a deposit to secure it but can’t collect it for a week, I pass up on around another 10 people who would have bought the car straight away, the person that left the deposit then comes to collect the car and tries to offer you less after securing it! Really boils my blood lol haha

[@HighPeakAutos]

Yes that gets me too. People seem to think they can do what they like and you wont have any other interested parties

[@hamzarauf1727]

This is by far the funniest video you’ve made. The pure sarcasm and witty humour is unparalleled. Could we have another video similar to this one?

[@HighPeakAutos]

Haha thanks

[@osamakheireddine9493]

I think we need a longer video. I hate the 40% of the general public and it just feels good to have someone say it

[@benny_mc]

On point as usual Matt! Some great observations here that (as you say) can be applied to most sectors in retail.

[@HighPeakAutos]

Thanks! Youre right, anyone who works in retail will have many stories

[@Tuffluk]

@@HighPeakAutos Let it all out Matt and I forgive youfor ignoring my email about buying my e class. Its been too long since your last post-one every 5 days is needed. The great British public aren't as great as is made out and your posting is so true.

[@HighPeakAutos]

Apologies for that. I get about 50 emails per day these days

[@Tuffluk]

And you did offer me good advice regarding servicing a car with a tiny mileage.

[@berwhaletheavenger]

I did this 1995-2010 and would never go back. Great video and absolutely on point. The public are, by and large, entitled halfwits. You are showing the correct level of bitterness for the time accrued - imagine what a miserable sod I am!

[@jeffrobbins2318]

Hi Matt .Great video the only thing I would disagree with you is the bit about wanting to start the car from cold. Being a mechanic ( now retired ) I've always wanted to do a cold start to se if there are any untoward noises from the engine or gearbox. Jeff.

[@serenityinside1]

Exactly. Really is a big “ tell “ on cars - any mechanic knows that !

[@Drenwickification]

I’m currently working as a Deliveroo driver, and today I was delivering an Asda order to this chav woman. I give her the 3 bags and from when I first open the door she doesn’t say a word and looks at me like she’s already angry. After she takes the bags she says “where’s the rest of it? That can’t be f-ing all of it? I’m not paying f-Ung £58 for just that” It’s hard to deal with cretins like this

[@HighPeakAutos]

That annoys me. They’re so entitled. I think we have lost the battle too. I can’t see it changing now

[@mick0905]

Great video. Was almost like sitting in on a therapy session. You missed out the ones who think a low-ball offer is more appealing the faster they say they can get here or the "What is your last price?" brigade, the "last price" then becoming their starting point for haggling down.

[@LordOfPetrol]

I sell cars from time to time. "Last price" crowd is a plague on the Facebook marketplace and whenever someone starts a convo with "what's your last price" I immediately block them.

[@sgdtv1368]

Congrats on 100k can't wait for the "should you buy a used bugatti veyron" video

[@HighPeakAutos]

Hahaha Wonder how many cupholders they have

[@sgdtv1368]

@@HighPeakAutos only one way or find out

[@HighPeakAutos]

Haha yes... I think they have the same key as a MK4 Golf

[@colestacks3235]

@@HighPeakAutos I saw one once when I visited America and he was kind enough to let me look around the interior and turn it on. The key is the same as my nans Jetta

[@gregmartyn1873]

@@colestacks3235 unbelievable lol

[@lewismarland2355]

I worked in the motor trade for 48 yrs starting at a Ford Main dealer for over 15 years and 33 yrs running my own used car business. The stories you tell are so true to life and it's amazing how the advent of the internet has totally changed the retail business. Your posts are a breath of fresh air in these difficult times. Good luck for the future Matt

[@HighPeakAutos]

Thanks for watching. Some things have changed over the years but other things have remainder totally the same. Cheers

[@alastairlaw3562]

I spent 20 years in the motor trade as salesperson/business manager and sales manager, these types of customers have never changed over time. really enjoyed this video, made me laugh. good on you for speaking out on these types of customers. Left the motor trade 15 years ago and obviously nothing has changed.

[@lucjan1182]

Good as always. I kinda feel your pain, for 8years I use to be a bus driver. Keep up the good work.

[@HighPeakAutos]

Thanks 👍 I couldn't do that job

[@bruncebanani8854]

I guess I'm the geeky customer then. I always check the cars thoroughly, no matter how much they cost. However, I always tell the dealer that I'd like to do a thorough check and probably need about half an hour for it. They then usually just leave me alone with the car, which is what I prefer anyway. On the other hand, I don't try to negotiate when I see a good car which is good value for money. I just go in, tell the dealer that I checked the car and think his price is fair. Then I just buy it. Sometimes, they then even offer a discount. :) I think you are a bit unfair to cheap car buyers: people are probably buying cheap cars because they can't afford expensive ones. So why would they not try to get a good deal?

[@alanmoulsdale6172]

Spot on Matt! Just about sums up the UK public. I used to sell tyres & the amount of women who would phone for a quote, then when you ask them a question, would take phone away & you would hear them shout at the lazy husband on the sofa. Then come back to you with his answer instead of just putting him on the phone. This happened every day & would drive me nuts. Glad I'm retired now. Great channel Mate. Keep up the good work.

[@northscott]

Another great episode! I've just bought a used car and I'm happy to report that I fall into the 'normal' category of customer.

[@sally6457]

I'm not a dealer but I have bought and sold cars on the side for over 20years, whenever I view a car that's advertised I always have enough to pay the full asking price there and then, I do try to chip the price a little bit, but if it's as described I do my checks before booking a viewing, if it's not right when I get there, I walk away straight away. I hate being messed about myself, and I don't mess other people about. The annoying thing about traders is when they won't show the registration number in the advert. Or when they advertise a car with a full MOT, I drove across the country expecting to drive away, and they say it won't be ready for a couple of days?? (If it needs an MOT how can they be sure it will pass while keeping the price the same?) Unfortunately there are a lot of difficult customers out there but, due diligence when spending a lot of money on such a potentially dangerous machine shouldn't be discouraged. Customers wouldn't be so wary if there weren't so many bad traders out there!

[@SatansltlSmoker]

And I've watched a few videos that liked. But this one no.....been ripped off by too many car salesman

[@sally6457]

@@SatansltlSmoker I hope you mean you've been ripped of once, and once is too many? Thing is, you can't cheat an honest person in the car game if you want to be in business tomorrow. When you buy a car, you have the ability to look over it, get a professional to look over it, you can get the cars entire history on your phone, including recent sale values, and current value, not to mention check what we buy any car would pay for it. So how has a dealer managed to rip you off? It's more likely that you bought cheap thinking you got a bargain, and expected the car to be perfect. It's on you, nobody can force you to buy anything, if it's not instantly right for you, walk away. Don't blame the salesman for your mistakes.

[@SatansltlSmoker]

@@sally6457 buy cheap....cause I don't have the option to drive a range rover. And unfortunately you're right. I could have a professional look over it....but there isn't always time for that. A mechanic will not be very willing to follow you to a deal. Plus salesman can lie and fake documents. Which is what happened to me. Got told to go to small claims. Costing me more money. So Sally I'm sure you have had this. You're not invulnerable to such a scenarios happening.

[@sally6457]

@@SatansltlSmoker your making excuses for your bad choices, If you were loyal to a mechanic they would come look over a car for you, if only to save themselves a nightmare. All documents that matter are available online, and another £5 gets a more detailed history. Next time you take a banger for a Test drive, bring a friend (and listen to their opinion), buy a cheap obd2 reader (£24 from tool station) and read the codes on the ecu, and check the vin numbers match, take it to the red line, throw it about, then take it to Halfords for a free look over. Or take it to any garage for a quote on any work they think it needs, quotes are generally free. If the seller isn't happy with you doing this, walk away! If it's so important to have a vehicle right away, consider renting a car for a day or two till you have the time to find what's right for you. And private sellers are more likely withhold the truth, but are easy to catch out withbthe correct research. Traders don't know who they are dealing with, they don't want to risk bad publicity. Nor do they want a visit from your connections /police in the middle of the night on their forecourt! Be realistic, £1000 Will get you a knackered BMW, the same £1000 Will get you a great little ago.

[@sally6457]

@@SatansltlSmoker hahahaha, for a comment you didn't read you matched your reply well! Bunions!!! Lol

[@ModernJewelryMakers]

OMG - SO GOOD! I owned a successful retail store for over 25 years - and I had the pleasure of having at least 80% truly fantastic, regular customers. Those toxic unhappy customers take up so much energy in your business & in your head that it can make you crazy. I think they are there to give you perspective. Because the truth is you clearly have more happy customers than not or you wouldn't still be in business - and the shitty customers give you something harmless to vent about & let out all the stress that comes with owning a business. This is a great channel - I found you because I'm looking for a used Range Rover, but I'm sticking around for all of it! Cheers!

[@DrivewayHustlers]

Brilliant and true !! something I’ve started doing over the past 12 months is when you know you’ve got one of these time wasters and then they want a test drive .. I charge them £10 for fuel , if they buy it I knock it off the price 👍

[@qasimmir7117]

Good idea.👍🏼

[@pickering746]

We need a part 2 of this 🤣 I feel your pain of working with the general public, working in retail for the past 15 years 😬

[@rael1999]

Brilliant Matt, made me laugh out loud. You had me checking out the last dealership I bought my car off last night, because he was brilliant and very helpful and honest about everything. As a customer I guess it's just as important to find the right dealer. Like the guy said below they're not all like you Matt. I showed it my Mrs this morning and she loved it but said "oohh he better be careful he'll be upsetting his customers." I said nah those who act like that probably won't see themselves when they watch it and the majority of those that are a pain in the arse probably won't end up buying a car anyway, they'll just waste Matt's time.

[@HighPeakAutos]

That’s right. If I offend the wrong ones, I’m not bothered anyway

[@paulreeder796]

This is my fave video so far. It flows, it has passion and it is a thing of beauty to hear how frustrating other peoples' work lives are, just like mine. Please make sure to do a Part Two as I think you have only scratched the surface with this one :)

[@HighPeakAutos]

Glad you enjoyed it!

[@Whiponized]

I’ve been around since around 17.9k and it feels like yesterday it’s crazy how far you’ve come recently mate! Cracking job

[@HighPeakAutos]

Thanks! I'm amazed too

[@khaledzureiqi]

Me and my dad work together running a car dealership, and we found this video very entertaining. Very accurate!!

[@22Yeller]

Watched about 8 of your vids now Matt. Very enjoyable + entertaining. Must admit I do have a checklist I use when buying used cars ( I'd draw the line @ a clipboard though !). To be honest, you'd be a bit of a mug to buy a used vehicle without checking lights, brakes, exhaust etc etc.

[@annemart9]

Matt I recently retired from the automotive industry (in Australia) after 40 years (mainly with manufacturers in fleet and finance but several years in retail dealerships). I have watched many of your videos and enjoyed the honesty that not all is plain sailing when selling cars. This video I loved because I smiled all the way through it having met everyone of the client scenarios you mentioned. Keep up the good work. Next time I visit relatives in Manchester I might stop by and say g’day.

[@daranleighton9813]

This is all so true 😂 You should make another of these videos. I was a motor trader for a while but gave it up because I began to hate the human race. I will never work in any industry that is customer facing again!

[@jons5882]

Good video Matt and I see myself in snippets of the descriptions of a customer. (I delayed my purchase online to go over it again with her indoors before commiting to buy lol) For example this was what I was faced with at the beginning of this year. The wife writes off my car just before Christmas, I get hospitalised with Covid in early Jan then recover and return to work in middle of Feb, only I still don't currently have a car and its too cold to use my motorbike.... The insurance has paid out (eventually) but a nationwide lockdown is in force preventing me from going out looking for a new car! I set my mind on a BMW 530d touring 2013 onwards with a budget of 15k. Alternatively I was willing to consider a merc CLS shooting brake or Jag XF sportbrake but I couldn't get out to test drive & compare them. So I went with my heart and committed to a 530d touring and ended up buying the first one I paid close attention to online without ever seeing it first from Hilton Garage. They offered me a 7 day 100 mile period to trial it and kept back the logbook till the trial period had finished incase it went back to avoid there being that extra owner etc. Anyway, car was fine, I was happy, and everything worked out. However, normally I wouldn't dream of buying a car without seeing it first for a price upwards of 15k but really had no other choice (I did look what you had in stock as would love to buy a car from you but sadly didn't have what I wanted at the time) With busy lives and such long periods of lockdown and adjustments we all have made in our lives, I can see a shift to online buying and trials but also see exactly where you are coming from, that model of business wouldn't really work for you and folk will abuse it and your generosity. I'm also shocked to learn you need to pay to bank cash..... wow.

[@shuvadey4294]

Hi Matt, another great video and rant as usual. You should seriously consider stand-up! In a serious note I am the guy with the clipboard! For people who have no knowledge of cars and are looking to spend sub £5000 on what criteria do you make a purchase or what should be the important things to look or 'check', rather turning up with a clipboard with a list from the AA and an old carpet...would be great for you to do a video on this.

[@SoulpowerMSRS]

I have to confess: I am also a clipboard customer. Not literally but I will have a checklist. I think some salespeople don't know how to handle us. The best thing for a clipboard/anorak customer is for us to be left alone with the car. I will read through the logbook. And the owners manual! And poke the buttons, note the features. (Check the brake pad thickness!) If the car 'checks out', I will have sold myself. I can't do this with a salesperson looking over my shoulder and talking constantly. If someone's talking to me, I'm polite and I engage with them. But I will never buy the car if I haven't got to check it out myself. But as usual, Matt's observations on human folly are very insightful and very funny. Well done.

[@hobsonp67]

I’m a supermarket delivery driver. Let’s just say the last year has gone ballistic. Worst customers, those who I know are putting their shopping away (I can hear the cupboard doors and the freezer drawers) whilst I’m stood outside waiting for the trays in the pouring rain. Or the ones who check every date. The latest ‘scam’ is a woman who returns something, but is in fact sending back last weeks which she hasn’t used and is now out of date and keeping the fresh items.

[@HighPeakAutos]

Haha thats terrible. Some people will try anything

[@beeryweery]

"sugar and spice and all things nice" completely misrepresents most women

[@877352]

I never thought of that. Cheers, Phil ;)

[@hobsonp67]

@@877352 She's gone one better (or worse). Sent back a squirty cream last week. Slyly looked at the date and it said sept 21 so no problem! But I got a really niggling feeling and when I got to the next house I fished it out and took the top off - it had dried cream all around the nozzle. Filthy B had sent back a half used one!

[@sshnrub]

You’re so right about people who hate their own life too. So bitter at us who enjoy their existence. “I could go on for hours” I’d listen to all these stories, they’re fantastic 👍

[@paulharrison8612]

Very very true Matt, I owned a dealership 10 years ago 50 cars on the forecourt and worked 80hrs a week. The customers were not different then and some days I just wanted to do something else, I lost my business due to a bad business partner... Its all gone and I miss it, the buzz you get from stealing something you know your going to make a killing on!! It's in your blood you'll understand what I mean... Those awkward customers I don't miss but you hit the nail on the head with everything in detail.. Congratulations on building a great channel and dealership, I wish you continued success in years to come

[@HighPeakAutos]

I do still get a kick out of it but a lot of the time it wears me down. All the best

[@sparko2012]

I was in a post office recently and there was an old fella in front of me, looked like a tradesman who asked the woman behind the till.... "how much for cash love?" When paying for his car tax 🤣🤣. Some people hey.

[@RichieRouge206]

Having dealt with the public for over a decade, this all rings so true. People are stupid on the whole - the cash price one is especially true especially when in retail. And bad time keeping is my pet hate. Great video and 100% true to life!!

[@PhilipBallGarry]

The "cash sale" and "no part exchange" are pointless arguments anyway. Garages exist because they need to make money to survive. Selling finance adds a little bit, hopefully the part ex will yield a little profit too. So a "cash sale" is of no benefit to the dealer anyway.

[@OscarOlim]

Cash sale is really just code for "under the table deal", because they think every dealer is dodgy. That said, a 1% bank deposit fee is a lot better than the usual 1.5 to 3.5% card processing fees.

[@Simon-Smith.]

A bank transfer is typically free 😉@@OscarOlim

[@michaelbyrne1954]

Brilliant... Ahhh the great British public, exactly the same when I was a sales manager for furniture and carpets.... And no matter what company you work for no matter what product you sell I hear this every week " this is the first shop I've been in"... Of course it is of all the hundreds of furniture carpets shops in the town, mine is the first you call in... Lol as you say "get a life"

[@octanebrain1917]

I really got anxious looking at this video get to the end. I wanted it to last for ages. I could listen to this for hours. You should start a podcast :)

[@HighPeakAutos]

Glad you enjoyed it! Thats an idea

[@MorningtonCrescent]

@@HighPeakAutos Car Throttle podcast, Matt. Go on, you know you should...

[@laurencegamlen7211]

Hi Matt really enjoy your reviews and thanks for letting us in on the 40%ers! Would happily buy one of your motors. Keep smiling.

[@jasondavies8301]

I could listen to you for hours, don’t ever apologise for ranting because it’s brilliant, I’m going through you videos one at a time totally engrossed and can’t move away from the screen, you are so good I forgot why I was here in the first place

[@HighPeakAutos]

Haha thank you! I appreciate it

[@Fendermanpaul]

So true. Had the "we'll be there in an hour" several times. They often turn up two weeks later wondering if it's still for sale?

[@mattcoleman8086]

“Like a savoury Hansel and Gretel”

[@Nicholas_1988]

man I 100% support you on this video. Definitely a much needed educational video for all the ignorant out there... Some people are just too bitter or uneducated to be decent human beings. This happens in every industry where you have to deal with customers. Some customers are really lovely. Some others are bitter, rude & uneducated regardless of how appreciative & understanding you are.

[@HighPeakAutos]

Sadly that’s right

[@JasondSmuts]

I worked in a local Spec Savers and a guy came in asking to book an eye test for his 7-year-old daughter. When I told him how much it would cost he asked to make a deal: If the test showed she needed glasses he would pay but if her eyes were fine he wouldn't pay. He looked shocked when I said that's not how it works and that he would have to pay either way.

[@ColinCarFan]

From Specsavers website: "The NHS will cover the full cost of an eye test for anyone who qualifies. All children under 16, as well as those under 19 in full- time education, are entitled to an NHS funded eye test". ??

[@gadjules7334]

I agree with all of this apart from the request for a cold start being unreasonable - I always ask this and I think it's a valid request

[@HighPeakAutos]

If you're buying something that has a common issue with a timing chain from cold or something like that, I get it. But if there aren't any common issues I think it just marks the customer out as a bit of an odd lot

[@gadjules7334]

@@HighPeakAutos haha, I've been called much worse :) Keep up the good work keeping us informed and amused

[@neilsa9292]

@@HighPeakAutos Hi,love the videos,but re.cold starts,many years ago my brother bought a BMW 3 series cabriolet that was a real pain to start first thing,had it to the garage to find the fault to no avail,eventually got in touch with previous owner who said,yes it's been like that from new!

[@FreeLancerLondon]

I took the train to Staffordshire from London to look at an Audi TT. On the test drive I was totally thrilled with the car and said to my wife 'I just love it. And to the dealer ' I haven't undermined my negotiating position. Promptly paid the agreed price by debit card. Still running the same vehicle seven years later and still love it. Have never complained once!! Great video. I have worked in retail and know exactly what you are talking about.

[@christianvann4222]

I used to work in retail and agree with all this!

[@terencejay8845]

I closed my retail business because I was so sick of dealing with The General Public. At first, I went with shorter hours but in the end I couldn't face lifting the shutters any more.

[@Jamesmorley1999]

Why is this so incredibly funny, I properly laughed out loud with the Shania Twain joke 😂😂

[@HighPeakAutos]

Haha I'm glad

[@martinruffell4077]

I feel your pain, but its also right for customers to have recourse aganst missold cars. I bought a CRV a few years ago. Bloke said it had sailed through its MOT, no advisories, service done etc etc. Sent it directly to my mechanic to check over and it was apparently as close to a death trap as you can get. Shattered springs, the lot. The bloke selling knew i had young kids and sold it to me anyway and it was through a dealership, not private. No way it had passed a legit MOT. Got my money back and rightly so. If theres zero recourse, it lets criminals like him get away with conning the public.

[@Hustwick]

Hospitality here. Yep, 100% agreed.

[@HighPeakAutos]

Haha I sympathise. Thats even worse

[@martinb2564]

@@lasigh1478 Cannot speak for HPA, But I was much more likely to try and get a better deal from the Sales Manger if I was treated with respect, interest and friendly by the customer. HOWEVER, flip side. Never, ever try the "Oh give ME XX% off, You can afford it!" routine.

[@Hustwick]

@@lasigh1478 The hospitality guy here: Yes. If a guest were to stay with us, be friendly and respectful towards the property. If that same person calls to rebook then we would offer a better rate (depending on the time of year) or throw in some goodies, like wine or a free upgrade.

[@malcolmlane-ley2044]

I think the internet has created the ability to review and evaluate the car you want to buy really well before you even leave your house. The transparency of pricing in the market if you do your research thoroughly means that you should be fairly advanced in your buying intentions before you even visit the car dealer so on this point you'd really hope a punter wouldn't want all the confrontation of trying to fit a quart into a pint pot. Having spent a life in merchanting the key to a decent profit margin usually comes from successful sourcing and I think due to the way you present yourself I imagine you have a lot of relationships that allow you to tap into the best cars to trade with. I've always found it easier to make a good deal with people if I like them and I think through your channel you've done a good job of making the viewers feel we already know you so on that point when I change my Range Rover next year I will be speaking to you.

[@MBE-ib3jy]

Agree with the sentiments. Whether digitising car sales and a 14 day refund works only time will tell, but Cinch are owned by the same people as BCA and We Buy Any Car, so chances are it will.

[@andrewmullen4003]

Well done on 100k Matt!! , After working in retail for 8 years I despair about some people. don't get me wrong most of your regulars are great, but the odd 2 or 3 really challenge the old, "don't punch a customer in the windpipe today" ethos.

[@rob7576]

"I'll tell ya what's wearing thin pal, my patience... Now get away!" Haha 🤣🤣🤣

[@drygulch100]

Cazoo is a British online car retailer based in London, England. It was founded in 2018 but went into administration in May 2024

[@jimhartshorne5351]

As one of the 60% I can vouch for the service in return. Matt sold me a car, I found an intermittent fault he wouldn't have picked up on in the first couple of days but he sorted it ASAP without challenge or quibble. One of the good ones that deserves higher than 60% ratio

[@HighPeakAutos]

Thanks Jim. All the best

[@auser1484]

Just wanted to say congrats again on 100k. 👍

[@HighPeakAutos]

Thank you so much 😀

[@2456andrewb]

20 years selling cars for other people & been out now for nearly six years working for myself ( not motor trade). It's a hard business to get out of, I was worried the skills developed over that time would not be transferable but actually if you can sell cars you can do anything. So right about the general public but a few years at it does put you well ahead in so many ways Love the channel

[@HighPeakAutos]

I'm envious of you!

[@2456andrewb]

@@HighPeakAutos I wouldn't be :)) But really the motor trade as so frustrating and hard as it can be really does set you up to be well ahead of the game. Just basic stuff really, taking control & knowing when to give it back, rapport, body language, voice inflection, observance, listening, profit retention, many things. Hard when you're in the middle between customers and garage owners but when out of that situation you end up being so ahead

[@maxtroy8511]

"Parkers sell magazines. We sell cars."... Enough said.

[@desmondobrien68]

The great British public Matt! Dont you just love 'em! Congratulations on 100k subs 😎

[@HighPeakAutos]

Thanks! 😃

[@pizzaboy3946]

It's correct that customers don't have an automatic cooling off period unless bought by distance selling or on finance etc. The reason a lot of companies offer them, however, is because they know when someone has bought something, apethy strikes and very few cancel, especially within 14 days. For the odd one that does, you can take the long bow on it, especially as the guarantee of a colling-off period is likely to allow you to add on a couple of bob to the price; provovodong a sort of insurance premium. The video was an excellent and entertaining summary of dealing with everyday folk - many thanks.

[@bertalanlovasz7512]

Yes ! More of this pls!😀

[@oakwood950]

It’s worrying that only 60% are normal! Great video as usual.

[@HighPeakAutos]

It is...

[@beeryweery]

I think you'll find a Venn diagram clearly demonstrates that the individuals who make up the other 40% almost exactly correlate with the 40% of the population who vote Tory

[@Bazookatone1]

I bought an Aygo once, and I DID bring a clipboard, and a multimeter to check the battery. No regrets. Wonderful car, it was.

[@masonstewart9535]

Congratulations on 100k!! 🎉🎉

[@HighPeakAutos]

Thank you!!

[@herbiecostello5408]

@@HighPeakAutos customer “what’s your best price?” Me “ for you or me?”

[@Vaguepaperchasing]

The bank analogy made me legitimately piss my pants 😂😂 Great video Matt

[@HighPeakAutos]

haha sorry about that!