Keeping Customers happy is essential to not only retaining your current Customers but in adding new Customers to your Service Department. To keep your Customers happy go beyond a Yes and No question and gather information you can use to improve the Service Customer’s experience.

To get good CSI scores, Service Advisors frequently ask Customers if there is any reason the Customer wouldn’t rate the service as excellent (or whatever the manufacturer deems the best score). Just like you might tell a waitress everything was fine, when in fact you may have no intention of returning, your Customers may be telling you the same thing.

But what if the Service Advisor asks the question “Is there anything I could do differently to make your next visit with us more enjoyable?” Not only does this reinforce to the Customer that you care and you expect him or her to return, it also gives you invaluable information to improve all of your Customers’ Service experiences. Make sure the Service Advisors thank the Customers with a smile for the Customer’s input, regardless of the Customer’s response. Have your Service Advisors do this for one week, log all of the responses, now look for areas where you can work to improve the Service experience at your Dealership.