If you want honest feedback, you have to put a process into place to get honest feedback.
Read More »Author Archives: Craig Brown Former VP of Business Development V-SEPT Inc.
Converting inactive customers into floor traffic
A dealership recently changes owners. The new owner hires a call center to contact every person in the system that has not stepped foot in the dealership in more than a year.
Read More »Correcting a common service department issue
Your call center reports a customer was very unhappy with their service experience at your dealership. How far should you go to make a customer happy?
Read More »Make it an opportunity
Scenario (based upon a real-life customer service call center report) – Your call center reveals that at least once a week a potential customer at your dealership purchases a motorcycle ...
Read More »Actionable information
Scenario (based upon multiple real-life customer service call center reports) – You receive a report from your call center that shows more than 75 percent of all of the leads ...
Read More »Tragedy
Scenario (based upon a real-life customer service call center report) – Your call center, in a routine follow-up customer satisfaction survey, discovers that the customer was killed in a motorcycle ...
Read More »A truly big mistake
We all make little mistakes as a routine part of our daily lives. Once in awhile, however, we make a mistake that is not so little. How you handle it ...
Read More »A look back at a consumer debacle
Scenario (based upon a real customer service call center report) – A man visits a dealership with the intent of purchasing a motorcycle. He has been saving so that he ...
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