Improving GM CSI

[Shelbeth]

The New General Motors-“The Reinvention of GM”

From previous studies and being in a family owned Chevrolet dealership that has been in business for fifty two years, I know that GM is going through a transition; a way of reinventing ways to conduct business for the general public to better the cause. I know that GM would love to re-establish the great reputation in so many ways of itself, and I would love to offer a business proposal to build on that great reputation. This proposal will show you how GM can achieve ways to give dealerships higher CSI ratings, customer service above the competition, and a look and feel that separates GM from the rest of the auto manufacturers.

A Brief History of my Business Awareness

I was born and raised into General Motors through a family owned Chevrolet dealership that has been in business since 1958. Through the years of working and living in this family owned entity of GM I have learned many ways of achieving ultimate customer satisfaction, one in which you are being introduced to right now. I was raised in this dealership and put to work at the young age of fifteen years old in the wash bay and auto detailing department. Since then I have learned many ways of achieving high customer satisfaction through just a simple washing of a customer’s vehicle; whether they bought it new, or it was used and had service work done to it. Just a simple wash made the customer feel appreciated, while a full complete detail made the customer feel empowered for the duration of the customer/dealership relationship; some who still to this day request a full vehicle detail. I would talk things over with my father and he would explain to me just how the simple full vehicle detail improved the CSI rating of the customer’s service visit, or buying of a customer’s new or certified pre-owned vehicle.
Since the many years of detailing vehicles through my family’s business, I wanted to expand in what I knew best, auto detailing. In late August of 2006, I started a company branched of my family’s business to offer the same superior customer satisfaction I was offering inside the dealership. I was happy with owning my own business and as well continuing to offer the same services for my family owned business. It was actually my father’s inspired idea to start this business because he felt I was that good at what I did and he noticed the passion of the Attention to Detail that was going into the auto detailing.
When I started my detailing business, I had more business than I could handle, so I started to hire some employees. These two employees had no idea how to detail a vehicle starting off, so I trained them. To my surprise, they caught on very quickly and were detailing vehicles like professionals in a matter of one month of my training. I thought I was very lucky that these two employees were fast learners, but I have found out through the years of hiring employees that everyone was learning at an accelerated rate; to a point where they needed no supervision because they were that good. I realized that it was my method of training that made these employees far superior than that of my competition. I recognize this and attribute it to the many years of experience, and the methods of training that were passed down to me from my father. Not only was the quality of service rendered of superior quality, but the customer interaction that went along with it was far superior to my competition.

General Motors and Auto Detailing to Improve CSI

Recognize how I stated previously in this proposal how my father would relay to me the improvement of CSI based on the factor of the full vehicle detail was much improved. I notice how General Motors mandates training in sales, service, parts, finance, etc. but mandates no training in the auto detailing departments, except an owner of the dealership putting a young man or an adolescent in the detailing department and promises to train him, but never gets around to it because of time restraints. This is an area that could generate a lot of CSI and re-establish the great reputation of GM and its dealerships. Here’s an example:
Imagine a customer spends $975 in a total service bill and decides to spend the extra money to have his vehicle detailed also. How much happier would that customer feel barely recognizing his freshly detailed vehicle? A fresh new buffing of the paint with a new coat of wax, the interior meticulously shampooed and detailed to the finest detail, the engine bay looking and running fresh, wheels and tires detailed to the finest touch, wheel wells free from road debris, glass that is crystal clear to see through, and a fresh new smell of entering his vehicle. Based on the fact that this customer drives home in his freshly detailed vehicle, in proven theory, will put this customer in a better mood to fill out his customer satisfaction survey and will ultimately be “completely satisfied”.

I would love to share my passion of auto detailing with General Motors and more importantly share my passion of making people feel good about the whole business interaction with the service of the auto detailing itself. I thrive on people’s acceptance and making sure I do whatever it takes to bring complete satisfaction with my customers in the boundaries set within the business transaction. I would love for General Motors to feel this same passion as I do in a way that the boundaries set forth are not violated as well in this business interaction.

Objections and Overcoming Them

I know and understand from being in business as long as I have been that there are inevitably going to be objections to face and overcome. One for instance is that GM is a global company that receives millions of suggestions on a daily basis and GM wants to feel comfortable with trusting in whom they are getting involved with. I hope to overcome this objection by reiterating that the passion is there; the passion for the auto detailing, and also the passion for training others to offer the same superior quality of detailing that I offer.
Another objection that I know is that GM may not have the resources to generate a facility to offer the training in. I can overcome this objection by sharing with GM that I have a facility that can train up to 10 employees at one time in the fall and winter months and up to 8 employees at one time in the spring and summer months. Also upon growing of my own business I plan on going mobile, to where I can offer my services at a remote location to a customer who cannot make the necessary accommodations to bring their vehicle to my place of business. I can and will offer the same services to GM employees who cannot make the accommodations to being trained at my location-to go to their location and train at the spot of their dealership; with my own equipment. Another added bonus that I would like to throw in is that the GM dealerships that send their employees through this training camp can use their own vehicles from their own inventory to be detailed, while training their employees; they also have a vehicle suitable for sale on their own lots.
Another objection is to find how dealerships find someone to detail vehicles for minimum wage. That can be overcome by hiring employees who have proper training to be paid on a flat-rate basis like the other technicians in the shop; or paying the detailing department employees at minimum wage and sharing a commission on a sold hours basis that the shop is generating, while also paying additional bonuses to employees who get back a “completely satisfied” form from the GM customer satisfaction survey. Either one of these ways will motivate employees to make more money, generate more vehicles to service, and keep the customers completely satisfied. The objection for the dealerships is to know how much to charge for the actual detailing package. This can be overcome by GM generating a list of labor times for services rendered. A full detail on a large conversion van for instance can be sold at 8 hours labor time with the shop having a lower labor time rate while a wash and wax can be sold at .5 labor hours with the shop having the same lower labor time rate.
Any other objections that General Motors may have can be also negotiated and are free to offer any and all suggestions on a basis that I will do whatever it takes to show you that this business proposal will be a very valuable asset to General Motors.

Wrapping up the Proposal and Keeping the Drive Alive

As mentioned before I will do whatever it takes to show the corporation of General Motors that I have what it takes to manifest this idea into a reality. One thing I would encourage GM to consider is that this idea has the power to manifest into something great for both GM and everyone else involved equally and will prove with great results. I will do whatever it takes to prove to GM that this is worth pursuing because not only is my reputation on the line, but the reputation of a family owned business that has been around for 52 years; with this last statement I hope you understand that this can only better the cause for everyone involved.

[Shelbeth]

I have have 115 views and no repies. Let me know what you all think. Thank you

[optiongm]

While I admire your spirit in this new enterprise, the proposal is to vague for anyone to make a comment. I find most new businessmen with a great idea to afraid that someone is going to steal their idea to explain it enough to people. You need more detail. Don't worry about competition, you said it yourself its your system the way you teach it that makes it work. Someone will always steal your idea if it's worth stealing! There is plenty of room for you to succeed but your proposal lacks depth and motivation for a person to take a leap. Good luck to you!

[Shelbeth]

Originally Posted by optiongm

While I admire your spirit in this new enterprise, the proposal is to vague for anyone to make a comment. I find most new businessmen with a great idea to afraid that someone is going to steal their idea to explain it enough to people. You need more detail. Don't worry about competition, you said it yourself its your system the way you teach it that makes it work. Someone will always steal your idea if it's worth stealing! There is plenty of room for you to succeed but your proposal lacks depth and motivation for a person to take a leap. Good luck to you!

You know what, you're right. I didn't impliment in this proposal exactly what I plan on teaching and training. I need to explain the actual training examples that I have in mind as well in this proposal. I mean, I know what's in my mind, but how can I expect anyone else to know unless I put it into actual form. You're also right on the afraid side. After reading your comment I realized that somewhere on a subconcious level, I am afraid of this idea being stolen, so I lacked in detail. I will add to it. Thanks again for your input and motivation.

[RGVcrm]

seems at this point that it would probably be increasing quality control on their products and having competitive pricing with quality materials on parts.
Not cheap rotors that warp easily at less than 20K, dash boards that crack around airbags, door lock actuators failing 2, 3, and in worst cases 4 at a time...
How about forgeting about those BS programs offering to multiply your enrollment fee 10fold, like EBE, SFE, and all those others that show the money and are designed for dealers to fail. Why not cut out of all that BS and save all that payout money and invest it in building quality cars.
How about designing cars that share platforms, but are not the same damn car with a different badge...
Stop wasting money on those good for nothing "facilitators" that all they do is come and talk about their fairytale land where they live and waste everyones time. Snce all processes seem to go to crap at the end of the quarters since maritz or GM don't want to pay the bonuses.
Use all that money and design vehicles that are reliable, durable, quality built and can live up to the import competitors...heck even the fords!
The "import killer" is drowning in its own ac condensation drain leaks inside the passenger side...
I think that would improve CSI.

[RGVcrm]

NO responses?

Not even one that defends the posture that only domestic or american made is the best?

No refutal on the fact that gm programs are made to fail? Let's hear something that proves me wrong.

[camtracker]

First let me say I am not a GM employee.
Second let me say I have personally talked with over 10,000 Camaro buyers as they took their journey thru the pre-order to production order process.
I have been there thru the long holds of Area 51 and the delays associated with the output shafts.
Communication is the key component to improving the customer buying experience. Timely, accurate and truthful answers is what folks really want.
The system in place at the dealerships in most cases makes getting the answers difficult if not impossible. Global Connect only will provide data to a certain point in production and then becomes worthless. This leaves the dealer and the customer in limbo regarding the status of their ordered cars.
These issues have been mitigated involving the Camaro orders because of the understanding of many of the folks at GM involved with the Camaro. However, the need is obvious with other models such as the Equinox and Traverse and Lacrosse, as these are also ordered by many many customers.
It does not take a rocket scientist or a automobile engineer to look at these forums to see that these cars are in demand and in demand now. But how to keep the excitement up during the production process has never been addressed. It is kind of crazy posting here as we all have fears that our ideas will be stolen. And maybe that is the case but the whole idea is to do what is right by the customer thereby increasing the CSI scores at the dealerships. Rights to the logistics and concepts are easily patented and thereby protected so in Ed's words it is time to start thinking like entrepreneurs and cut the red tape and get the job done. We are a group of GM owners that have taken the bull by the horns and have actually made a difference. Look outside the box, flip it over look inside the box and get it done. We have Camarotracking.com up and working and has been benefiting Camaro customers for months. Many dealers are now using the system to improve their customer service ratings and rave about it. This is one small tool that really makes a difference and should be used for all ordered cars. The benefit and CSI scores will soar.
Ok time to get off the soapbox...Love the forum and the excitement from all you guys...

[Neanderthal]

I don't know if OP is still hangin' at GMI...but if you are, and you want better customer perceptions and relations, make better cars with better quality components and easier-to-service components.

Detailing is just detailing.

The basics of QUALITY, EASE OF SERVICE, & RELIABILITY are where GM can gain some traction.

It really IS simple.