If you run a five star hotel with 5 porters and then have to eliminate three your customer service is going to suffer.
If the hotel had to let eliminate two porters it's probably due to the fact that fewer customers are visiting, thus it should be able to provide the same level of service with fewer porters.
If a salesperson comes to the back to set up an appointment to have an accesory put on a car they've just sold but cant get it done for a few days because they only have one detailer customer service is going to suffer.
Is this a one off issue that happened in your dealership or does it happen on a regular basis?
In my opinion, you have a negative perception of the state of our industry and it's effecting your attitude. If you truly believe the customer should expect less from us, then that's probably what you're going to deliver. If I had a customer picking up a car and I could not get an accessory installed, I would explain to the customer the situation and then offer to pick-up their car at a later date to have the work completed. If handled properly one could still achieve a high CSI rating.
In tough times it can be difficult to maintain a positive attitude. Once negativity sets in, it's only going to prevent you from achieving success.
I know this is going to sting when you read what I've written, but before you respond back to me, I would like you to go read this:
Attitude
My favorite line: "
I am convinced that life is 10% what happens to me, and 90% how I react to it. And so it is with you ... we are in charge of our Attitudes."
Once you and every other employee in your dealership starts to
believe that you can provide your customers with a higher level of satisfaction, then you'll start making that happen. Be a leader and lead the charge in your dealership for a greater level of customer satisfaction. We can all do a little more.
Here's a nice little story that drives home the point:
Make a Difference
I hope I made a difference!
