Suggestion Boxes

Lauren Moses
Do you have a suggestion box for your dealership? If so, How many, and where do you have them located? What questions do you ask on them?
Megan Barto
Rather than a suggestion box (which can be overrun), maybe take your 15 "best" customers & your 15 "not the best" customers (or whatever number you choose) invite them to the dealership for a focus group. Give them a free oil change, car wash, whatever. And have the upper management sit with them and ask for their honest feed back. Issues, how to improve, what they like, what they don't!
Lauren Moses
Megan, Hadn't really ever thought of that. Will definitely have to look into it.
mark rask
Good idea Megan
Mark Miller
I've never had much luck with suggestion boxes. What I found was that "in the heat of the moment" customer wrote in things based on emotion and when we followed up (with a 3rd party company making the calls) many didn't recall the comments.
Lauren Moses
Mark M. I can definitely see where that would be an issue. Lord knows we all have our moments, and I am certainly guilty of the same thing at restaurants.

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