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I'm a service advisor, and had been with Chevy for a while. I guarantee it's because he got buried on the survey and as another member mentioned, probably cost him a few thousand for the month. I have some customers that bitch and moan about lots of things, and then burn us on surveys - they get ignored as we don't want them to come back. Generally these are the types of customers that are a pain in the rear with anything they do. Not saying this is you, as I'm unfamiliar with the demeanor or anything here.
That service advisor screwed up by not following up with his coworkers or you - I always get good CSI by going above and beyond, like putting my cell # on my card, and in the event of unexpected off time I go over each ticket with a coworker to make sure all my customers are handled properly. This is obviously what happened, and he could have done a better job despite being sick. This - like any other profession - is where the good and great are separated. Good advisors make 60-70 grand a year. Great advisors make 90-120 easily. The difference here is an example as to why - sorry if this turned into a rant, it just reminded me of every day life.
I'm a service advisor, and had been with Chevy for a while. I guarantee it's because he got buried on the survey and as another member mentioned, probably cost him a few thousand for the month. I have some customers that bitch and moan about lots of things, and then burn us on surveys - they get ignored as we don't want them to come back. Generally these are the types of customers that are a pain in the rear with anything they do. Not saying this is you, as I'm unfamiliar with the demeanor or anything here.
That service advisor screwed up by not following up with his coworkers or you - I always get good CSI by going above and beyond, like putting my cell # on my card, and in the event of unexpected off time I go over each ticket with a coworker to make sure all my customers are handled properly. This is obviously what happened, and he could have done a better job despite being sick. This - like any other profession - is where the good and great are separated. Good advisors make 60-70 grand a year. Great advisors make 90-120 easily. The difference here is an example as to why - sorry if this turned into a rant, it just reminded me of every day life.
Its like with anything, some are great and some are just bad at their job period, chit happens.
Our Chevy dealer here, not so much, our Toyota dealer is fantastic, just the way it is.
But having said that it usually doesn't take much to keep a customer if you ask me, treat them with the same respect you would want, simple. If there is a problem at least act as if your in their corner. In my case the man could have said sure bring it in and I want to see what you have, then even if I was wrong he could have said you know what, for your trouble I'll give you a free oil change. Done deal, I'm his friend now and no more said, just smart biz IMO.
NSF
the way the system works is that everything ends up falling onto the advisor. If you don't score the survey a 100 he gets the blame and he gets his pay deducted. It does not matter if the appointment center overbooked, the parts department did not order the part, it came in wrong, the tech misdiagnosed the car, did not show, didn't care to cover the seats, wipe the finger prints, your car was not washed ... Heck if you didn't like the coffee, snacks, the volume of the tv ... All ends up costing the advisor money and eventually their job. It is a sh...y system set up for false and misleading reviews and SOME folks know how to play the system going as far as to demand free or preferential services in exchange for a good survey and threaten to give a false review if they don't, it happens more often than you think. If that was not the case why do you think every scratch, mark, smudge ... Is documented, pictures are taken...
Highly reminiscent of an experience I had with my local post office 25 years ago.
We had just moved into our house a couple months earlier. Was waiting on a shirt I had ordered from Lands' End. Based on my experience with that company, the shirt should have already arrived by the time I called Lands' End to ask where it was. The rep at L/E told me the shirt had been mailed to me (via USPS) a month earlier. She suggested I call the local post office.
So I called my local P.O. and inquired about the package. Spoke to the local postmaster who was pleasant enough, as was I to him. He said he'd "look into it."
A couple wks later my doorbell rings and it's my local letter carrier, Dave. He had seen my car in the driveway and wanted to talk to me. He asks me if, in the future, should I have an issue with mail delivery, would I speak to him directly instead of speaking to his boss. The postmaster's way of "looking into" the matter of my missing package entailed pulling Dave aside and stitching into him - accusing him of stealing my mail, threatening him with termination, etc. Dave went into detail on the ugly chain of events that was precipitated by my simple phone call to the local post office.
Things were never the same between Dave and me after that and while I often felt that my mail delivery was sub-par, I never again called the post office. A few months later Dave disappeared and we had a new mailman.
If I have any concerns about repairs I always go right to the mechanic. I have always believed you should be able to share concerns directly with the one you are concerned with FIRST, give them the chance. Then if I am not satisfied, then and only then will I go over heads.....every person deserves that chance...
No matter the brand of the car I buy....there are 4 key people to get to know...the sales person you work with, the service "writer", the service "manager", and ( if you can ) the mechanic who will work on your car....Fortunately, I am currently working with a dealership where I could get to "know" all of the above and say good things about each to the other....it pays off. That being said...I will not tolerate disrespect, incompetence or sloppy work.
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