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Ford F-150 Raptor General Discussions [GEN 2]
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<blockquote data-quote="smurfslayer" data-source="post: 1472771" data-attributes="member: 21926"><p>Stealerships that have already abandoned pretense of customer treatment don’t bother with the surveys. Stealerships that send the surveys fall into 2 categories. About 85% of the stealerships send the surveys out to achieve a ‘rating’ or score from a certification warehouse whose business is to make consumers feel good about going somewhere. The remaining 15% are usually family owned businesses who actually care what people think. </p><p></p><p>Surveys most directly impact the “owner” of the event - sale, vehicle service, finance - what have you. That said, not everything is or can be held against the sales guy. For example, if you flag the follow up visit to correct deficiencies, that’s applied against the service department. </p><p></p><p>Surveys are a chance for customers or consumers to sound off on bad behavior, or reward good behavior. Sometimes the sales guy/gal will ask you to fill out the survey, or fill it out honestly, or give them 5 stars. All but the latter “push” are ok for the sales / service staff to do, but asking for 5 stars, even conditionally is unethical, and shows either poor training or poor customer service. Worse, however, is any manager asking you to change your responses. Some businesses tie bonus money to survey metrics in the aggregate, and these business units work to the metric, not to the customer service. </p><p></p><p>Like you, I am honest on my surveys. if someone screws up, and knows it, apologizes, i’ll hold my fire - no response is better in that case than me submarining them. If however “there’s nothing we can do” is the answer and I get a survey, or if I have the impression they are not even trying, I let them have it. </p><p></p><p>If they go over and above, I ask for their manager’s contact info so I can do a personal follow up, expressing my gratitude. </p><p></p><p>I’ve had to follow up on bad surveys, some where my team did right, some where a collateral team torpedoed us, and some where my team plainly missed the mark. I -never- ask for a reevaluation. Honest, accurate, thoughtful feedback is how you measure your actions. If the team didn’t do it right, management should be looking for ways to ensure it doesn’t happen again, not pad their metrics. </p><p></p><p>Metric padding is a bad business practice. You show me a bad business practice or team underperforming or doing it wrong, and I’ll show you a leader who’s not doing his or her job.</p><p></p><p>If I were contacted like this I’d find the owner, and thank him/her for the things that went right and then, I’d tell him or her I won’t tolerate another call asking me to change my rating to meet metrics. Tough cookies if it only affects the sales bot. I’ll bet they’ll be motivated to do it right the next time and ensure they aren’t punished for things that went badly that weren’t their doing.</p></blockquote><p></p>
[QUOTE="smurfslayer, post: 1472771, member: 21926"] Stealerships that have already abandoned pretense of customer treatment don’t bother with the surveys. Stealerships that send the surveys fall into 2 categories. About 85% of the stealerships send the surveys out to achieve a ‘rating’ or score from a certification warehouse whose business is to make consumers feel good about going somewhere. The remaining 15% are usually family owned businesses who actually care what people think. Surveys most directly impact the “owner” of the event - sale, vehicle service, finance - what have you. That said, not everything is or can be held against the sales guy. For example, if you flag the follow up visit to correct deficiencies, that’s applied against the service department. Surveys are a chance for customers or consumers to sound off on bad behavior, or reward good behavior. Sometimes the sales guy/gal will ask you to fill out the survey, or fill it out honestly, or give them 5 stars. All but the latter “push” are ok for the sales / service staff to do, but asking for 5 stars, even conditionally is unethical, and shows either poor training or poor customer service. Worse, however, is any manager asking you to change your responses. Some businesses tie bonus money to survey metrics in the aggregate, and these business units work to the metric, not to the customer service. Like you, I am honest on my surveys. if someone screws up, and knows it, apologizes, i’ll hold my fire - no response is better in that case than me submarining them. If however “there’s nothing we can do” is the answer and I get a survey, or if I have the impression they are not even trying, I let them have it. If they go over and above, I ask for their manager’s contact info so I can do a personal follow up, expressing my gratitude. I’ve had to follow up on bad surveys, some where my team did right, some where a collateral team torpedoed us, and some where my team plainly missed the mark. I -never- ask for a reevaluation. Honest, accurate, thoughtful feedback is how you measure your actions. If the team didn’t do it right, management should be looking for ways to ensure it doesn’t happen again, not pad their metrics. Metric padding is a bad business practice. You show me a bad business practice or team underperforming or doing it wrong, and I’ll show you a leader who’s not doing his or her job. If I were contacted like this I’d find the owner, and thank him/her for the things that went right and then, I’d tell him or her I won’t tolerate another call asking me to change my rating to meet metrics. Tough cookies if it only affects the sales bot. I’ll bet they’ll be motivated to do it right the next time and ensure they aren’t punished for things that went badly that weren’t their doing. [/QUOTE]
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