SINGLE BIGGEST IMPACT TO CSI

[john]

Very effective:
Create an exit interview to be voluntarily completed at the cashier while clearing the check or credit card - no names - cashier enters the ro# on the back when the customer leaves.

Instant feedback related to Advisor behavior in the lane. Let them know you are watching. Set benchmark objectives (greet customer at the car within 4 minutes ).

8x6 card at the cashier - 5 questions and a space for comments.

Ask customers questions concerning their service experience that day. Survey the areas where there are problems. Review the cards the next morning 30 minutes before you open in a daily advisor's meeting. Be positive - reward desired behavior (dice rolls - card games - etc.).

Suggestions:
* Was your reservation convenient?
* Greeted in a timely manner?
* Friendly advisor?
* Did the advisor review service history?
* Offer factory maintenance or other services at write-up?
* Did you receive a status call before 2PM?

See the positive results within 30 days.

John Conner
pika68@aol.com
Service Process Consultant
pika69@aol.com
815-484-3619

[Hotwired]

The single biggest impact on CSI
Customer
Satisfaction
Indes

Satisfied customers!!
Treat a customer as you would want yourself or your wife treated.

[This message has been edited by Hotwired (edited 01-08-2009).]

[Lhansen]

John:
The reply card at the cashier is something I have been doing since my early days of retail, in the '70's! The customers seem to appreciate the chance to comment and,to this day, I am amazed how many put thier name and a contact phone # on...wether the comments are positive or negative. Glad to see this is still in use!

All the best,

Linda

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Linda Graham Hansen
Auto Dealer Focus
www.autodealerfocus.com

[TheOne]

The biggest single impact to CSI is far moe simple.

Explain to every customer that it really is pass or fail. Ask them with heartfelt sincerity to send in the survey. Ask everyone. Volume of survey equals score. If that doesn't fix the CSI issue, better fix your systems...

[BROWNR11]

FIX THE STORE, NOT THE SCORE! What a good the score comes down to is this, an employee connecting with a customer! Focus on the customer and the score will follow.



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RUSTY B

[sp7128]

ding ding ding ...winner....there is no one simple answer...if there was, all the dealers would be at 100% cse... but BROWNR11 "FIX THE STORE, NOT THE SCORE! What a good the score comes down to is this, an employee connecting with a customer! Focus on the customer and the score will follow" ....has the correct answer Follow a customer from write-up to to their tailights leaving the your business, and then track that customers follow-up responses. Do one of these follow-throughs with each advisor,,,,and your eyes will open!!!. Make sure to look at everything with an open mind...convenience...cleanliness...quieteness...comfort....politeness...information...communication...reading material up-to-date....customer lounge, clean and detailed...restrooms, clean and detailed...vending machines working proper....if you have water...are the dispensers full and clean?....If you think all of these areas are in great shape and up to date, bring your wife or daughter in ask them what the think or see. Remember we are dealing with a different breed of customers now-a-days and their views are something many don't associate with. example: Did you ever think you would txt a customer the status or information about there car?

By reading many of the posts here, The future of your business isn't now, for many it has past and you are trying to gain it back!! We get to make one impression on the customer and make that impression an excellent one!!!!