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Is this how you feel when you see the three letters CSI? If you answered yes, you are not alone. After twenty years of dealing with CSI, there has always been one common denominator, “fix it right the first time.” We are all aware of the hoops we jump through, changing the way we would normally conduct business, including crazy ideas we think customers will love. We wash their cars, stay open late, create new positions, all in the name of customer service. Does anyone out there have a “Customer Service Specialist” or a “Concierge Service Greeter” or should we just call it a CSG, or some other crazy acronym?
Not to say how many times we have had to adjust to the factory changing the way they score us! One week it is the infamous do or die, all or nothing question, the next week they are grading us on a “weighted score” Who makes this stuff up, and what person decides which question is heavily weighted versus the next? My guess is it is the guy who put the cabin air filter behind the dash, only accessed by the thinnest armed contortionist tech in the shop! Oh yeah, and it pays a whopping one tenth!
Either way we look at it, it is still the main focus of every manufacture out there, and we need to accept it. Being Service Directors, we have all learned how to adjust to every situation, we are trained professionals, right? I know my success in maintaining CSI has always been just taking care of the customer’s real request, fix their car and it will fix them. We need to make sure that from the time they walk in the door, the # 1 focus is to get the job done right, the first time. The car will be washed, the candy is on the dash, and the survey has been explained, repeatedly!
All these things mentioned above are great ideas and processes, but if the problem they had when they came in still exists, guess what, you will get a bad CSI score! What processes do you have in place to tie your technicians and shop foreman’s into the importance of the survey? Is it part of their pay plan, or do you just hope they understand? I know if we have an Advisor not following up or doing a good job, we handle it immediately, but what do we do about the bad repair? Do we penalize the tech, or just have them try again and not charge us? I personally involve CSI into all pay plans, I would love to hear what works for you, because no matter how we feel about the dreaded “Survey” it is not going away anytime soon.