Anybody good at coaching people for surveys? Dealership employee's?

[TRE_]

I worked at Honda for a while and if you're familiar with that or any other service department they are all about the customer satisfaction. Reason being, most auto maker's monitor their dealership's CSI very closely by conducting satisfaction surveys via mail, phone or the internet. And if the dealership's fall short on any of the questions they usually have hell to pay. I know that Honda would not allow any dealership to coach the customers about the surveys by saying things like "give us 10's"... they could only mention to expect a call from AHM. Now, I recently took a job at a Kia dealership(better pay less hours ) and the fixed op's manager wants me to create a sign to "coach" customers... Kia doesn't care and people seem to think that the surveys aren't very important. Basically it needs to say something to the effect of: give us 10's and you'll get a blockbuster night card (2 movie rentals, sodas, popcorn) ! Problem I'm having is coming up with something that doesn't sound to corny but still gets the message across and is "catchy". Any ideas?! I know theres a ton of creative people in GDD so any help is appreciated

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[TedwardRoberts]

that's unethical.

[ForcedAccord]

Defeats the purpose of having a survey.

[TedwardRoberts]

quid pro quo pwns j00r h0n3st opinionz

[juevi (old)]

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote &raquo;</TD></TR><TR><TD CLASS="quote">that's unethical.</TD></TR></TABLE>

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote &raquo;</TD></TR><TR><TD CLASS="quote">Defeats the purpose of having a survey.</TD></TR></TABLE>


It seems that coaching would only add to the already poor status and image of the auto industry. Thanks.

[rusted_eyes]

Just tell them if they don't give you 10's, you know where they live....

[pollofrito21]

i sold cars for a bit, i would give free oil changes if they brought the survey back to me when they picked up thir registration.

[pny1981]

Well if you do your job right coaching will not be needed. Basically i have a copy of the survey tapped to a wall of my office. I tell my new customers that this does not refelect on cadillac, but me. it is my report card, and i would like to know how you rate me. If your not completely satisfied let me know what i can do to make you completely satisfied


damnit i cant spell.

[Mr.E.G.]

for those of you that don't know, these surveys are kind of bullshit for the sales person. if the finance guy pisses the customer off, the sales person gets ****ed.


also, people that have even had a good experience with car dealerships will give them an 8 or a 9. guess what, anything less than 10 is failing.

i dont think its unexthical because the OP isnt going to be able to bribe a pissed off customer into giving them a good review. however, he will be able to persuade customers who think 9 is a good score to see the light.

OP, let me tell you from experience. DONT MAKE THE SIGN. most people wont read it. if you do make the sign, make it say something like "Ask your sales person to find out how you can get a free "insert product here""

the only real way to ensure that the customer will notice and therefore do what you wish is to explain to the customer the way that it works, and that the only passing score is a 10. then explain to teh customer that if they give you all 10's that you will thank them with some freebies.

[TRE_]

Originally Posted by rusted_eyes

Just tell them if they don't give you 10's, you know where they live....

haha I dont think that threatening them will work chuck!

Originally Posted by pny1981

Well if you do your job right coaching will not be needed. Basically i have a copy of the survey tapped to a wall of my office. I tell my new customers that this does not refelect on cadillac, but me. it is my report card, and i would like to know how you rate me. If your not completely satisfied let me know what i can do to make you completely satisfied


damnit i cant spell.

Well its not my job... I work in parts so the surveys dont even effect me... they are solely geared towards the service department and its customers..its just some petty "assignment" my boss wanted me to work on today.

Originally Posted by Mr.E.G.

for those of you that don't know, these surveys are kind of bullshit for the sales person. if the finance guy pisses the customer off, the sales person gets ****ed.


also, people that have even had a good experience with car dealerships will give them an 8 or a 9. guess what, anything less than 10 is failing.

i dont think its unexthical because the OP isnt going to be able to bribe a pissed off customer into giving them a good review. however, he will be able to persuade customers who think 9 is a good score to see the light.

OP, let me tell you from experience. DONT MAKE THE SIGN. most people wont read it. if you do make the sign, make it say something like "Ask your sales person to find out how you can get a free "insert product here""

the only real way to ensure that the customer will notice and therefore do what you wish is to explain to the customer the way that it works, and that the only passing score is a 10. then explain to teh customer that if they give you all 10's that you will thank them with some freebies.

The survey is for the service department's customers so IMO it shouldnt be that hard to get all 10's but like you said some people couldnt be happier and they still give 8's and 9's just because.

I made the sign and the fixed op's manager put it up, so we'll see how it works. keep in mind this is a SMALL dealership(one parts person, one service writer and 3 techs) so doing shady/bribery shit like this is never looked down upon.

thanks for the input

[Mr.E.G.]

ohhhhhhh. i see. if its for your service department then a sign would probably do the trick.

in the sales deprtment people are so freaking ready to leave by the end that they could care less about reading a sign.

[Mr.E.G.]

one other idea is to have someone call them from your dealership and say "this is insert name from KIA. i was wondering if you would liek to take a survey."

you arnt saying that you are from KIA corporate, but they will think you are.

this way you beat the corporate people to the punch and you can find out ahead of time if there is a problem. if there is, then your manager can smooth it over and by the time real kia calls, you get tens.