Service/Sales CSI-You hold the upper hand

[Charles Gregory <goldstdrd@xxxxxxxxx>]

Hi all,

The salesman speaks again..........

I've read some of these sales/service nightmares, and although I'm
lacking in a lot of the service knowledge, I do know this:
J.D.Power's is God!!!!!(for the dealer's and manufacturers, anyway)

CSI(Cusomer Satisfaction Index) = $$$$$$$$$$$

If your not happy, it costs us money, and although we all like cars, the
dealer is there to make money.    Let me explain:  We all pay our repair
bill, right?(that's what we call the "front end")  But when BMW calls to
ask how your Sales/Service experience went, and you "slam" the dealer,
it costs them money(let's call it bonus money)  It is directly related
to that particular dealer's CSI score. Sales and Service each are scored
seperately.  If that dealer falls below a minimum CSI, they lose their
bonus(must have a CSI score in the mid 90's% and I think it's paid
quarterly) Think about it, how hard is it to keep 9.5 out of 10
happy????  It's tough.  At a BMW dealer meeting in LA, I heard a General
Manager say, that he had $50,000 a month riding on CSI.  Chump
change???? NOT!(that's what we call the "back end")
When I write this, it's only to tell you that BMW NA is listening to
you, they will send a "Customer Alert" to every dealer that gets
"slammed", and that dealer is supposed to take care of the situation
immediately.

I finished 1997 with a CSI of 99.7 (was actually highest sales CSI in my
state)(pats self on back)

My check must have gotten lost in the mail.   lol

Charles Gregory
93 325is

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