One Question with Huge Impact
Keeping Customers happy is essential not only to retaining your current Customers, but also in adding new customers to your Service Department. To keep your Customers happy, go beyond the “Yes or No” question, and gather information you can use to improve the Service Customer’s experience.
To get good CSI scores, Service Advisors frequently ask Customers whether there is any reason the Customer wouldn’t rate the service as excellent (or whatever the manufacturer deems the best score). Just like you might tell a waitress everything was fine, when in fact you may have no intention of returning, your Customers may be telling you the same thing.
But what if the Service Advisor asks the question, “Is there anything I could do differently to make your next visit with us more enjoyable?” Not only does this reinforce to the Customer that you care and expect him or her to return, it also gives you invaluable information to improve all of your Customers’ Service experiences. Make sure the Service Advisors thank the Customers with a smile for the Customer’s input, regardless of the response. Have your Service Advisors do this for one week, log all of the responses; now look for areas where you can work to improve the Service experience at your Dealership.
Sharing ideas and business-proven solutions is just one of the benefits of using the Profit Blueprints® System. Each month we talk with Dealers and their Managers to discuss their opportunities and provide them with Dealership-proven solutions. The solutions are designed so your Managers create personalized action plans for under-performing areas in their Departments. For information on how we can help you and your Managers reach your goals with our No Risk Guarantee, call 877.316.7418 or email us at .
