How is your CSI? Is it something that you talk to your staff about daily? Is CSI built in to your pay plan not only as a bonus for hitting it but a consequence for missing it? What steps are you taking to ensure that you do everything that you can as a manager to prevent that one bad survey that you could have saved? A lot of service departments that I visit say that CSI is at the forefront of their daily process, but then while talking to their staff, they don’t know what the process is or who even takes care of their customer relations, such as follow up calls.
Most of the service advisors I see don’t talk to the customer about CSI or the survey. They just hope the customer will give them good scores. As we all know, without talking to our customers about the survey and making sure all their concerns and needs were met, then chances are, we will see most of the negative responses from the angry customers. It’s obvious that more of our customers leave the service department happy than angry, but how do we make sure we are capturing those customers’ surveys?
Well, for starters, if we know that the customer that we are helping is happy, then that should be an easy one. Simply tell them that they may be receiving a survey in their email and how important is for them to fill it out to let the manufacturer know how great of a job you are doing. It is also very important that we contact all of our customers after the service has been complete, maybe 1 or 2 days after. Sometimes customers notice things after they leave that they may not be particularly happy about but won’t say anything until the survey shows up. These are surveys that we can save if we make contact with them and resolve their issue before the survey shows up in their email. It is very important that we place more attention on CSI, not only while the customer is in your service department, but more importantly, after they have left. By setting up a follow-up process in your department, this can be performed either by your BDC if you have one or your service advisors themselves.
Making CSI a part of the service advisors’ pay plan not only as a bonus, but as a deduction if they miss it, will raise the awareness with your service advisors and hold them more accountable for missing the great scores that we all desire. And it will also make them more willing to take the extra time to sit down and make the follow-up calls to their customers that have recently performed service in your department, if you do not have a BDC or available staff to make these calls.
Controlling your CSI destiny is very easy with a few simple implementations in your department. Building customer awareness to the survey is key to watching your scores rocket to a new high.
Written by Nick Rodgers