As we approach the month or quarter ending, and the service department CSI scores are at the bottom of the list in the district or in the region, here are a few simple tips to quickly boost the CSI score by 30-50 points. This is very much possible if we follow the steps below.
Best Setup to Solicit for Surveys
Step 1 for Service Manager: Download the OEM Survey disposition data excel file for Service from the OEM portal, sort the list by the advisor and save the sorted Excel File on a desktop computer behind the service manager desk with a phone on the desk to make calls.
Why set up the CSI follow-up desk right behind the service manager’s desk? Advisors will NOT make calls from their desks, as they get disturbed a lot.
Note: Request Advisors to update the Excel File with the outcome of the follow-up calls!!! Enforce to rotate advisors every 20 minutes and a max of 20 minutes per day per advisor!!!!
How to make 20 CSI calls in 20 minutes
Tip #1: More than 60% of the calls will go to voice mail. Optionally, it is very easy to record a 30-second crisp message on a cell phone using an Easy-Voice-Recorder App on iPhone or Android and simply play the message immediately after saying —Hi Joe Smith, this is Jack, your service advisor from ABC Nissan—-.
Note: Please ensure not to tell customers to fill out the OEM survey in the Voice Mail message until you find the customer completely happy.
Reward Advisors for Making CSI Follow-up Calls
Tip #2: Reward every advisor who contacted more than 80% of their list with a $50-$100 check at the end of the month, if the CSI was boosted to Tier-3 or Tier1 for individual advisors, not for the department. There are a few more tips we can share. It is better we implement one at a time.
Looking forward to seeing you in Tier-1 in the next quarter, by implementing these tips from the beginning of the quarter!
``Here are a few Service advisors' Experiences while fetching15 more OEM Surveys per advisor during month or quarter ending!``
Luke Jacobs
Service ManagerI called 10 negative reviewed customers in DealTimer CSI Platform and solved 6 problems and avoided bad CSI scores from 5 customers. It is really worth my 30 minutes of my time in a week!
Sara Grant
Service AdvisorMade 20 OEM Survey Calls to DealTimer positive reviewed customers, 11 of them went to Voice mails, spoke to 8 customers and received 5 surveys! So happy to see my CSI go up!
Phillip Hunt
Service AdvisorI sent 30 Emails to customers with DealTimer positive feedbacks and requested them to fill OEM surveys!. * Surveys were returned.
Leroy Bell
Quick Lube Advisor``I remember my happy customer and they are happy to fill my OEM surveys``. I just had to remind them and they are ready to fill them!!!``
Luke Jacobs
Marketing ManagerCreative directors are the creative leads at advertising agencies or in-house.
Sara Grant
Chief ExecutiveCreative directors are the creative leads at advertising agencies or in-house.
Phillip Hunt
Web DeveloperCreative directors are the creative leads at advertising agencies or in-house.
Leroy Bell
Support TechnicianCreative directors are the creative leads at advertising agencies or in-house.
Anthony Jenkins
BDC Director
Claire Olson
Financial Manager
Vincent Smith
Sales Manager
Mike Johnson
Customer,Newnan, GA
I love my advisor
Martin Smith
Customer,Cumming, GA
Quick Resolution!!
Monica Smith
Customer, Roswell, GA
Excellent team!!!
Ernest Smith
Duluth, GA
Excellent team!!
Thomas Smith
Norcross,GA
Awesome Dealership!
Martha Smith
Roswell, GA
Nice job!!
Dealer CSI Myths Busted
10 CSI Myths busted changed CSI for good:
- Misunderstood CSI myths
- Simple explanations
- Turned into Customer Centric
- Priorities changed
- Advisor attitudes enhanced
Dealer CSI Measuring Tools
Self-Check Customer Loyalty Tools:
- What are Right Review Return Rates – RRRR
- Getting only 10% of OEM surveys returned? Not true, can be doubled!
- Not getting 50-100 Google Reviews/mo? Here are ways!
- Bad Google Review Ratings? Not True!
- No one can make customers happy. Not True!
16 CSI Touch Points
When DealTimer expanded beyond 2 touch points Reviews & Surveys to 16 Touch-points, the following results are an average at lots of Dealerships.
- 300-500 Reviews per month
- 50-75 unhappy customers caught/mo
- 50-150 Google Reviews/mo
- 200% more OEM Surveys
- Retain 30 Unhappy customers/mo
EdVoyles - 33000 Reviews in 6 Years
EdVoyles Acura Success Story – can be replicated to your dealership:
- 33000 Dealer Reviews in 6 years – #1 in the USA
- Captured 4500 Negative Reviews, resolved and Retained
- Google Reviews from 54 in 2016 to 4130 in 2022
- #1 Acura for Google Reviews in the USA
- Down from 46% negative Reviews in 2016 to 14% in 2022
- Retained over $1.8M worth of repair revenue from retained customers after resolving their concerns in 6 year period!
All-New Pre-Appointment CSI Booster Platform
Typically, we focus on capturing customer feedback after a vehicle sale or completing the repair. First-time ever DealTimer introduced CSI Reviews before Sales and Service Appointments and hard facts in the following areas:
- Why were only 20% of leads turned into appointments?
- Why settle for 5% closing ratios to leads?
- Did our Sales Handle leads properly?
- Are my BDC Reps effective in conversions?
- Are my dead-leads are really dead?
- What are customers saying for not buying?
- Why did customers choose competition?
- Are our processes meeting customer demands?
- Anything to learn from poor appointments?
- Have the right platform to hear customers’ voices?
- Are my marketing dollars drained with poor CSI?
- Can I fix my Sales Staff to be proactive?
- What are the main reasons for poor ratios?
10 Reasons for DealTimer CSI Booster
To 10 reasons to choose DealTimer CSI Booster with Full-service:
- The only OEM CSI Solution ever offered
- Artificial Intelligence-backed CSI Platform
- 50-90 % Automated platform for CSI
- CSI for Sales/Service/Parts/Collision
- CSI follow-up over 10 Communication Modes
- CSI with 16 subtler touchpoints
- 15% more Repair Orders w/CSI Boosted
- 300% OEM CSI Surveys returned
- 500% more Google Reviews
- 4000-6000 Dealer Reviews per Year
- Retains $500K to $1M in RO Revenues
- Fetches $400K CSI Bonus + Top CSI AWards
Click on one of the above CSI-related solutions to learn more about CSI Boosting ideas, processes, operations, and services. Or, if you are looking for technology automation and/or a full-service CSI solution, please write to info@dealtimer.com or call or text us at 404-375-7859.