Climbing the ladder for 5 star, I run a DaimlerChrysler dealership on the west coast and I/we seem to have encountered a major problem with scratch and dent work after the sale. We are doing the standard walk around at the time of delivery and have the customer sign off but when my employees call back for the " pre-questionair "is there any reason that you would not check the very satisfied box on your survey? We are basicaly having a gun held to our head and forced to do work that wasn't there originally. There is a point that I must hold out and say screw the survey and hope that the mail gets lost !!! oh my...did I say that!!!...any ideas out there??
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SSI and post delivery cosmetic work
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SSI and post delivery cosmetic work
by Doug » Wed May 23, 2001 5:09 pm
I think many of us have this problem with both new car customers and service customers.
There's no doubt in my mind that we've absorbed repair costs on many things that were not our responsibility.
My own experience is that such "policy work" does absolutely nothing for "CSI" scores. Repeat: nothing. Same for rental cars where the dealership absorbs the expense. The customers just feel that they are getting what they are entitled to, not something which was done on a goodwill basis. it's the "Nordstroms Syndrome".
However, I am also convinced that, despite the CSI score dilemma, such goodwill repairs will buy some customer loyalty and prevent some bad word-of-mouth advertsing......especially important in a small town.
So.....if you're hoping to buy CSI with freebie repairs, forget it. If you're looking to keep a customer happy, go for it !
Naturally, the nature and expense of the repair as well as customer attitude will always play a big part in such decisions. Let's face it....some customers are professional con artists and manipulators. Why would anyone go out of their way to keep them happy ? There are some customers we don't want to keep. There...I've said it !
Cheers,
Doug
There's no doubt in my mind that we've absorbed repair costs on many things that were not our responsibility.
My own experience is that such "policy work" does absolutely nothing for "CSI" scores. Repeat: nothing. Same for rental cars where the dealership absorbs the expense. The customers just feel that they are getting what they are entitled to, not something which was done on a goodwill basis. it's the "Nordstroms Syndrome".
However, I am also convinced that, despite the CSI score dilemma, such goodwill repairs will buy some customer loyalty and prevent some bad word-of-mouth advertsing......especially important in a small town.
So.....if you're hoping to buy CSI with freebie repairs, forget it. If you're looking to keep a customer happy, go for it !
Naturally, the nature and expense of the repair as well as customer attitude will always play a big part in such decisions. Let's face it....some customers are professional con artists and manipulators. Why would anyone go out of their way to keep them happy ? There are some customers we don't want to keep. There...I've said it !
Cheers,
Doug
- Doug
SSI and post delivery cosmetic work
by Greg » Thu May 24, 2001 7:13 pm
As a 5-Star dealer, we have approached the Prep & delivery process as just that.
When delivery approaches, the salesperson walks the vehicle and notes any problems-scratch & dent on a sheet of paper that follows the vehicle through delivery. From there, our accessories installers note any problems they see. From there, the detailer hand-washes the vehicle for delivery and notes any problems. If there are minor imperfections, they are either buffed, or noted on the worksheet. Finally, The salesperson walks the vehicle one last time, prior to delivery. Finally, the salesperson does a detailed walk with the customer-if we need to fix it, we set up an appointment at that time. After delivery, the salesperson uses this worksheet to document their follow-up call to the customer. It is easy to refresh their memory of vehicle condition as it is all there, along with the signatures of many others.
We point to the number of people signing off on the vehicle condition as proof that no damage existed prior to delivery. Because of this, we have few disputes and much praise for vehicle condition on delivery. We'll never be able to eliminate disputes with customers, but our process gives us an ability to minimize their impact.
As you climb the ladder to 5-star, remember, it's in the process.
When delivery approaches, the salesperson walks the vehicle and notes any problems-scratch & dent on a sheet of paper that follows the vehicle through delivery. From there, our accessories installers note any problems they see. From there, the detailer hand-washes the vehicle for delivery and notes any problems. If there are minor imperfections, they are either buffed, or noted on the worksheet. Finally, The salesperson walks the vehicle one last time, prior to delivery. Finally, the salesperson does a detailed walk with the customer-if we need to fix it, we set up an appointment at that time. After delivery, the salesperson uses this worksheet to document their follow-up call to the customer. It is easy to refresh their memory of vehicle condition as it is all there, along with the signatures of many others.
We point to the number of people signing off on the vehicle condition as proof that no damage existed prior to delivery. Because of this, we have few disputes and much praise for vehicle condition on delivery. We'll never be able to eliminate disputes with customers, but our process gives us an ability to minimize their impact.
As you climb the ladder to 5-star, remember, it's in the process.
- Greg
SSI and post delivery cosmetic work
by Farfinator » Wed May 30, 2001 8:13 am
You might consider supplementing your procedure with a default "we-owe".
I.E. have the customer sign a "we-owe" expressly stating that "NOTHING" is owed, and they are completely satistied with the exchange and condition at the time of delivery. It may or may not improve you CSI, but it has help curtail and manage:
1.Oops by the sales staff in accounting for promises(implied or concrete).
2.Blatant manipulation by direputable clients.
3.False damage claims.
I.E. have the customer sign a "we-owe" expressly stating that "NOTHING" is owed, and they are completely satistied with the exchange and condition at the time of delivery. It may or may not improve you CSI, but it has help curtail and manage:
1.Oops by the sales staff in accounting for promises(implied or concrete).
2.Blatant manipulation by direputable clients.
3.False damage claims.
- Farfinator
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