- satisfied with SALES & SERVICE . . . . . . . . . . . . . . . . . 85%
- satisfied with SALES but NOT SERVICE . . . . . . . . . . . . . 12%
- NOT satisfied with SALES OR SERVICE . . . . . . . . . . . . .. 1%
- NOT satisfied with SALES but satisfied with SERVICE . . . 35%
Friday, February 22, 2008
What brings em back
Check out these figures released at NADA about the impact of the whole experience on customer's loyalty. This is the percent of customers who said that they would buy from the SAME DEALERSHIP again:
Thursday, February 14, 2008
More from Detroit
Here are more bits of info:
Your research reports won't be on paper this year. Everything's gonna be online in the SFE site report section. We worked with the test site and an example report to get the feel of the new research home. The customer and competitive information will be delivered separately with the customer data starting to arrive in May and the competitive arriving in July. Customer surveys are out right now to your purchase and service customers. There are some new sections to the report and some modifications were made to the existing questions to eliminate redundancy and also to add some customer after-purchase buying plans. Great stuff is on the way in a 21st century way!
Service retention and experience improvement correlate to dealership profitability and will continue to be top on our priorities. What impacts your customer's decision to remain loyal to your service drive AND recommend you are:
• Service completed in reasonable amount of time
• All repairs listed on R.O. completed
• Fixed right the first time
• Kept informed of status
Note that 3 of the 4 are within the control of the service consultant; in what they say and do. Makes you say "hmmm..."
GM Training – you may have noticed already Bronze and Silver levels now for Sales Consultants. Bronze, Silver, Gold levels will all be out next year on all job profiles. Bronze is the basic level of knowing the basics. Silver is being able to apply that knowledge and will be achieved by taking a scenario-based test. It will become a required level for Mark of Excellence bonus level. Gold is expert level. This is a recognition for professionalism of employees. Certified Internet Manager is a new role for 2008. There are 8 courses and you can test out of all the courses (they are WBT) except for the Internet Customer prerequisite.
Your research reports won't be on paper this year. Everything's gonna be online in the SFE site report section. We worked with the test site and an example report to get the feel of the new research home. The customer and competitive information will be delivered separately with the customer data starting to arrive in May and the competitive arriving in July. Customer surveys are out right now to your purchase and service customers. There are some new sections to the report and some modifications were made to the existing questions to eliminate redundancy and also to add some customer after-purchase buying plans. Great stuff is on the way in a 21st century way!
Service retention and experience improvement correlate to dealership profitability and will continue to be top on our priorities. What impacts your customer's decision to remain loyal to your service drive AND recommend you are:
• Service completed in reasonable amount of time
• All repairs listed on R.O. completed
• Fixed right the first time
• Kept informed of status
Note that 3 of the 4 are within the control of the service consultant; in what they say and do. Makes you say "hmmm..."
GM Training – you may have noticed already Bronze and Silver levels now for Sales Consultants. Bronze, Silver, Gold levels will all be out next year on all job profiles. Bronze is the basic level of knowing the basics. Silver is being able to apply that knowledge and will be achieved by taking a scenario-based test. It will become a required level for Mark of Excellence bonus level. Gold is expert level. This is a recognition for professionalism of employees. Certified Internet Manager is a new role for 2008. There are 8 courses and you can test out of all the courses (they are WBT) except for the Internet Customer prerequisite.
Wednesday, February 13, 2008
National Stats
Check out the impact of SFE on real dealerships in real ways showing in these performance stats of SFE dealers in 2007. By division,
those earning at least ONE quarterly bonus last year,
then those that earned NO bonus,
those that grew sales Y-O-Y,
and those earning the Year End Sweep:
Buick - 80% - 20% - 31% - 27%
Pontiac - 72% - 28% - 32% - 23%
GMC - 85% - 14% - 69% - 50%
Chevrolet - 76% - 24% - 41% - 32%
Multi-Line - 81% - 19% - 56% - 40%
those earning at least ONE quarterly bonus last year,
then those that earned NO bonus,
those that grew sales Y-O-Y,
and those earning the Year End Sweep:
Buick - 80% - 20% - 31% - 27%
Pontiac - 72% - 28% - 32% - 23%
GMC - 85% - 14% - 69% - 50%
Chevrolet - 76% - 24% - 41% - 32%
Multi-Line - 81% - 19% - 56% - 40%
Sunday, February 3, 2008
We Will Catch Excellence
I so love the attitude and language of Vince Lombardi and he is quoted in an article in Parade this Super Bowl Sunday in the reminiscences of Bart Starr:
“He opened the session by thanking the Packers for allowing him to be their coach,” Starr says. “That tells you something about the man. Then he quickly turned to us and said, ‘Gentlemen, we are going to relentlessly chase perfection, knowing full well we will not catch it, because nothing is perfect. But we are going to relentlessly chase it, because in the process we will catch excellence.’ He came right up on us, within a foot of us in the front row, and then he said, ‘I am not remotely interested in just being good.’”
LOMBARDI
How can someone talk/think that way? I mean really, do you ever talk that way? Do you know anyone who talks that way? I hope the answer is yes or becomes yes. Because what in the heck are we doing if we aren't relentlessly chasing perfection? What is the point of going through the motions, of punching the clock, of checking off a list? Blechk!
Not only famous football teams come from the bottom and make it to the top. Literally every successful business or business-person that you know of was once small. They became successful by chasing something and wanting to be better and not settling for just being good.
“He opened the session by thanking the Packers for allowing him to be their coach,” Starr says. “That tells you something about the man. Then he quickly turned to us and said, ‘Gentlemen, we are going to relentlessly chase perfection, knowing full well we will not catch it, because nothing is perfect. But we are going to relentlessly chase it, because in the process we will catch excellence.’ He came right up on us, within a foot of us in the front row, and then he said, ‘I am not remotely interested in just being good.’”
LOMBARDI
How can someone talk/think that way? I mean really, do you ever talk that way? Do you know anyone who talks that way? I hope the answer is yes or becomes yes. Because what in the heck are we doing if we aren't relentlessly chasing perfection? What is the point of going through the motions, of punching the clock, of checking off a list? Blechk!
Not only famous football teams come from the bottom and make it to the top. Literally every successful business or business-person that you know of was once small. They became successful by chasing something and wanting to be better and not settling for just being good.
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