SERVICE INSIGHTS

In our world, a four-hour response time and an 85% first-time fix rate are not goals – they are expectations.

The best organizations are the ones that realize you want someone who understands your problem, not a clerk who is simply reading from a service FAQ sheet of “if this, then try that.” Some businesses forget that the consumer has options. All of us think our business is your best choice, but is it? I love my car, but I really get irritated when something goes wrong. Initially, the service department would pick up shortly after I pressed “2” and I was on the phone with a servic