Motivators to High CSI & SSI

[Dawn Shultz]

I am interested in learning what motivates General Managers to obtain above average CSI and SSI scores. Is it primarily monetary and if so, how is it structured, i.e., periodically throughout the year or only as an annual bonus?

[sallen1]

Hi,

Kinda interesting in the sense that some monetary 'bonus' is usually identified as a motivator for high CSI/SSI scores. What ever happened to reputation?

While our stores somestimes pay a spiff for CSI scores, it is never given just to management, but all employees. The main issue you need to address is this: How is your business effected by CSI/SSI scores and who are the employees directly responsible? Seems to me that dealerships with high customer satisfaction tend to be more profitable and therefore pay everyone better (the true 'bonus'). These stores are probably better to work for as well.

However, if you find no correlation between CSI and profits, then why worry about the scores? Ah, maybe that's why Ford/Chrysler/GM are interested in all those CSI programs...

just thinking outloud

scott

oh, to directly answer your question: If there is a monetary award given to the dealership for CSI success, we share it equally with all employees.

[This message has been edited by sallen1 (edited 10-24-2000).]

[This message has been edited by sallen1 (edited 10-24-2000).]

[FARFINATOR]

DAWN:
C.S.I. IS "EARNED" NOT OBTAINED. IT IS THE THE INEVITABLE RESULT OF "TEAM" OF INDIVIDUALS WHO CARE AND CAN SEE BEYOND THE "MY DEPARTMENT" MENTALITY AND COOPERATE TO ESTABLISH CLEAR,MUTUALLY BENEFICAL POLICIES AND PROCEDURES THAT ON EVERY LEVEL EXCEED YOUR CUSTOMER'S EXPECTATIONS. IT IS YOUR GENERAL MANAGER'S "JOB" TO ASSEMBLE THE TEAM AND CONSTANTLY AND CONSISTENLY COACH IT'S SUCCESS. READING AND REACTING TO A MONTH END REPORT, AS MOST DO, IS NOT TAKING AN ACTIVE OR BETTER YET PROACTIVE APPROACH. I HAVE A REAL PROBLEM WITH FURTHER INCENTIVISING AN INDIVIDUAL TO DO A FUNDAMENTAL ASPECT OF THEIR JOB. AN OCCASSIONAL REWARD FOR A JOB WELL DONE..OK.
IF YOU HAVE POOR C.S.I. START AT THE TOP! DOES THIS MANAGER COMMAND RESPECT AND COOPERATION. IS HE OR SHE A "LEADER" OR A MANAGE BY FIRE PERSON. HOW PRODUCTIVE ARE THE MANAGER MEETINGS? ETC. IF THIS INDIVIDUAL IMMEDIATELY DEFERS BLAME TO ANOTHER MANAGER AND CAN'T EVIDENCE THEIR OWN EFFORTS IN THE SOLUTION, THEN MAYBE GIVING THIS INDIVIDUAL WALKING PAPERS INSTEAD OF MORE MONEY MAY BE IN ORDER.

[WVM.STEVE]

I manage some franchises that reward us monetarily for high CSI and others that never even mention SSI/CSI. We treat all customers the same. I have the opinion that we can not have multiple classes of satisfaction. Kia or BMW, Pontiac or Porsche, we'll treat you the same.
I do offer bonuses to salespeople and service advisors based on their CSi scores. What I have found is the bonus motivates people to ask the customer for an EXCELLENT survey response, which in turn raises our CSI scores. It does not change the basic way they treat a customer. People who are not interested in improving real satisfaction will often attempt to get higher scores by bartering or even threatening a customer to respond properly. It is up to the dealer and GM to weed these people out and find employees who share your vision.
To answer the basic question, you should not need to motivate financially your GM. He or she should see the importance of real CSI and its relationship to the bottom line. However an end of year bonus for a dramatic improvement would be in order.

[ringle1]

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