#1 Customer Service in Bay
Former Vendor
Joined: Jul 2003
Posts: 4,034
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Here's one I'd love to hear a dealer employee (or member of PCNA) answer:
Guy goes to dealer. Has miserable service experience. Service manager is sarcastic, customer gets a crappy loaner, overall bad taste in mouth from what should be a typical appointment for regular service.
Same guy gets survey call. Gives dealership less than 10's in some categories.
WHY IN THE HELL does PCNA then forward the details of the survey WITH THE CUSTOMER's name on it to the dealer? ALL THIS DOES is create animosity and tension.
Guy goes to same dealer a few months later, and dealer whips out survey and asks what the hell is the problem?
Do you want that sort of confrontation as the result?
Hell no. What PCNA ought to do is send the survey results with no names. Knowing PCNA did the survey they know it's real, they don't need to know names.
Then said customer hopes to have a better experience next time.
Luckily, I have a great dealer and things usually go pretty smoothly. But we all know situations like this and/or customers who have been down this road.
If I was the GM of a dealership, I'd make damn sure PCNA delivered that stuff to me, and I'd also make sure my employees know they are not making 10's, but I would NOT divulge customer names. Ridiculous.
Rant over.
Guy goes to dealer. Has miserable service experience. Service manager is sarcastic, customer gets a crappy loaner, overall bad taste in mouth from what should be a typical appointment for regular service.
Same guy gets survey call. Gives dealership less than 10's in some categories.
WHY IN THE HELL does PCNA then forward the details of the survey WITH THE CUSTOMER's name on it to the dealer? ALL THIS DOES is create animosity and tension.
Guy goes to same dealer a few months later, and dealer whips out survey and asks what the hell is the problem?
Do you want that sort of confrontation as the result?
Hell no. What PCNA ought to do is send the survey results with no names. Knowing PCNA did the survey they know it's real, they don't need to know names.
Then said customer hopes to have a better experience next time.
Luckily, I have a great dealer and things usually go pretty smoothly. But we all know situations like this and/or customers who have been down this road.
If I was the GM of a dealership, I'd make damn sure PCNA delivered that stuff to me, and I'd also make sure my employees know they are not making 10's, but I would NOT divulge customer names. Ridiculous.
Rant over.
Thread Starter
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Registered User
Joined: Jan 2004
Posts: 1,859
From: CA
Rep Power: 98
I don't know why they publish the customers name. I don't look at the names. Once the score is in, there is nothing we can do to change it. JDPowers performs the surveys and sends their info to Porsche. I just get the report with the numbers.
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Re: #1 Customer Service in CA Bay Area
Originally posted by Brian Haske
The proof is in the numbers, here they are.
The proof is in the numbers, here they are.
Registered User
Joined: Feb 2004
Posts: 181
From: Plymouth, MN
Rep Power: 61
Originally posted by Eric (Plug Guy)
What PCNA ought to do is send the survey results with no names. Knowing PCNA did the survey they know it's real, they don't need to know names.
What PCNA ought to do is send the survey results with no names. Knowing PCNA did the survey they know it's real, they don't need to know names.
