CSI

[BUDASZ]

I am having a major issue with csi. it has recently tanked below 65%. i have 2 new advisors that can sell and i sit listen to how they talk to the customers. everything concerning processes and word tracks is correct but still not giving the customer the wow effect to get a completly satisfied score. i came from a honda store and never had any problems with csi always in the low 90's. but chevy is kicking my behind. any suggestions would be great. we are starting sfe in january, so i need to turn this around in a hurry.

[Old Irish]

Heh heh. Join the club. We have 4 carlines now, sometimes as many as 6, Chev,Cad, Chrysler, Subaru, Suzuki.....

Our GM CSI is totally in the tank and has been for ages. Jeep, Subaru, Suzuki....all 90s and 100s.

Same advisors. Same techs. Go figure.

Cheers
DD

[topshop]

Wow! The bad news is 65%. The good news is also 65%. By that I mean that if you are at 95% (and maybe not doing enough business) you wonder what can be done. At 65% there is much to be done....the question being what to do.

We service all makes at our shop and there is no question that there is a major difference in the owners of different makes. Honda owners are usually the best while it is a toss up from week to week which of the big 3 are the worst. Probably Chrysler overall.

Is there enough data in the CSI to figure out a pattern other than the different makes? If not, what about assigning someone to get on the phone and do some serious interviewing of the low number customers to find out why.

I'm not trying to just throw a positive attitude at, but I do see a huge opportunity here. I would be surprised if you could not find several definite issues by spending some time digging. The right person using the phone to do research can often come up with a lot of information that you may not be getting now.


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Tom Ham
AutomotiveManagementNetwork.com

[DealerProfit]

Dodge here,

As I posted on another thread our one month is 100%. Not bad since I have only been on the job 6 weeks, and the fact that they through out 10 100% surveys because they are 6.7 diesels. No one should be the slightest surprised to here I do things just a little differently, and get a little different result than most.

Want to know the secret???

Identify the customer that is going to get the survey, deliver completely satisfying service. Make sure it costs plenty (free is worth is never truly satisfying), explain and demand the survey.

Keep track and call them up and remind them that they OWE you a survey because you took the time and put in the effort to GIVE them completely satisfying service. If they don't give the survey they get service in the future that is not bad, but nothing that makes them special. When they ask about it tell them why. Explain the benefits of COMPLETELY SATISFIED, but the real issue that they OWE YOU the survey regardless of how it is scored.

Now it isn't hard to make the jump that increasing the survey return rate is going to generally have a positive effect on the score, but the real change comes from the fact that you have now made the survey PERSONAL, and the customer now knows that you can track who has, who hasn't, and what the individual score is.

Too many people think that CSI is about an unbiased snapshot of what your customers think of you. WRONG the manufacturers bias it, on unhappy customer biases it, etc... CSI is a full contact sport. It is a competiton to be won. get off the sidelines and take charge.

Darin



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Why hire a consultant and pay for what I am giving you free. I'll tell you when you need to hire one.

[PHoskins]

All customers come in with a level of expectation. Are you exceeding that expectation or only meeting it?

[DealerProfit]

Started to go off on the question, then thought about it....
I guess I should answer it this way.

The dialogue on our service drive is truly two way. My ideal RO count per advisor it 10, customer, warranty, and internal. By keeping the number low I can expect the advisor to slow the customer down enough so that both sides of the transaction are clear. By doing this we get the customer to start re-thinking their idea of what they expect. Same principle as the four square in the sales department. High numbers off the desk cause the customer to increase the number they are willing to pay. Same thing with CSI. Is tomorrow at five going to work for you to pick this up? No? You want it today at three? Much better than a waiter.

So I would say that is resetting the word I would use relative to the customers expectations at this stage of the game.

Now it is time to begin exceeding their expectations. See my description above.

You should also remember that just because someone drives your product, that does not automatically qualify them as a customer. No matter how badly you need the traffic there are still some people that you just don't need. Don't be afraid to define for these people just what it takes to become a customer.

Darin



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Why hire a consultant and pay for what I am giving you free. I'll tell you when you need to hire one.

[pjpeery]

"You should also remember that just because someone drives your product, that does not automatically qualify them as a customer. No matter how badly you need the traffic there are still some people that you just don't need. Don't be afraid to define for these people just what it takes to become a customer."


I have to just say this the statement above has reminded me of 2 of the toughest people i have ever worked for and i miss them both
please keep your guidance coming

thanks

paul

[DealerProfit]

Thank you

[svrmrg]

My CSI has never dipped below 79% for the 12 month, and I follow Darins advise. I target the customer that is going to get the survey, and that customer is called within 48 hours of their service. The caller follows a script that hits all the hot topic items such as completely satisfied. If the owner responds that they cannot answer completely satisfied I will call and find out why and if I can change their mind. Then a letter is sent out a week latter to all the targeted customers to remind them to fill the survey out (used to have a copy of the survey until GM found out) completely satisfied.

[THE SKEETER MAN]

I hired a young lady to do follow up calls
3 days after the repair. Warranty and customer pay. If she notices any type of problems with the customers or repairs she will bring me the customer info and I will call them. YES!! ALL OF THEM.. It takes a little time but it is worth it. And the young lady I hired also calls on all sop parts that are ordered. It has really helped a lot. Also get your cashiers involved with csi as well. She is the last one the customer will remember!! Get her or him to call you if they see a problem!! "2cents"