http://www.jeff-smith.com/eliminating-customer-complaints-written-by-mark-bayliss/ A database of useful best practice ideas for improving dealer profitability in cars, trucks and bikes, KPI measurment and Customer Satisfaction Tue, 9 Mar 2010 12:06:01 +0000 http://wordpress.org/?v=2.8.4 hourly 1 http://www.jeff-smith.com/eliminating-customer-complaints-written-by-mark-bayliss/comment-page-1/#comment-562 S. Whatley Sun, 08 Mar 2009 13:23:24 +0000 http://jeff-smith.com/?p=65#comment-562 There is nothing new in the approach which has been taken; however I am surprised at the degree to which staff have embraced the problem and volunteered to clean the cars, irrespective of their actual job role. One thing I may add, is that an effective manager should lead from the front; that is to say he or she should also be washing cars (if only as a token gesture in some cases). You will find that staff respond well to a management team who are ready help out when the need arises, rather than berating staff for being behind schedule when when work volumes are high. If you have indeed erradicated complaints, then the synergy approach has been a sucess and well worth emulating. There is nothing new in the approach which has been taken; however I am surprised at the degree to which staff have embraced the problem and volunteered to clean the cars, irrespective of their actual job role. One thing I may add, is that an effective manager should lead from the front; that is to say he or she should also be washing cars (if only as a token gesture in some cases). You will find that staff respond well to a management team who are ready help out when the need arises, rather than berating staff for being behind schedule when when work volumes are high. If you have indeed erradicated complaints, then the synergy approach has been a sucess and well worth emulating.

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