Quote:
Originally Posted by 2002 Caddy
I love step nine...
I think some GM managers would (should) be shocked at how some dealers treat their customers in the service bays.
I think this would lead to step 21
Require dealers to eliminate BS "up sell" practices on service and maintenance..
NO MORE tranny flushes for cars with 10,000 miles on the odo
NO MORE "tune ups" for cars with electronic ignitions
NO MORE "fuel system cleaners" and "oil" additives
NO MORE bad mouthing GM's OLM
NO MORE vehicle "winterization"
NO MORE re-balancing tires with each rotation.
etc.
This BS Adds up... Sure most customers don't know any better... but when two customers are talking and one says... "It costs $500 a year to maintain my Envoy" and the other says. "Gee I only spend about $32 in oil changes for my 4Runner" That's one customer that GM will never see again.
And add into step 11 Helm Service Manuals on the list of "goodies" for sale with the $50. Kick back.
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like it. have to formulate how to present and implement the above. right on the money. in theory it goes along with getting everyone on the same page, employees, retirees, suppliers, salespeople and our customers. the service personnel have to join in and realize the positives from a long range viewpoint and see the benefits in actually caring for our customers and winning in the marketplace by acting in the clients' best interest, as professionals dedicated to their well being. that breeds consumer confidence and repeat/referral business.
great suggestion, thanks.