a. When you receive an order, red flag that order as HOT, sequence the order, build the order in a timely fashion. Ship the order. Get the Customs bureaucratic red tape straightened out. Shorten the 5-6 month order time span.
b. Make the PAYING customer a high priority, not back seat to showroom orders that are placed AFTER a customer places his/her order first.
c. Keep the customer updated automatically via a customer's choice of communication, WITHOUT making the customer badger the salesperson on a placed order. i.e. a web site that you can track your order similar to the way UPS tracks packages. Is this too much to ask?
d. Empower your Customer Relations People to make decisions that will satisfy reasonable requests of customers.
e. NOTIFY CAR OWNERS OF SERVICE BULLETINS THAT ARE PUT OUT, WITHOUT CUSTOMERS LEARNING OF SERVICE BULLETINS VIA 3RD PARTY.
f. Give your Service Writers a 3 strike warning rule. If they fail to satisfy a customer with a concern that keeps the vehicle in the shop for the same complaint for a set time, or inconveniences a customer to bring the vehicle back for 3 repeated complaints.... demote that person to the courtesy van driver.
My fingers are tired
