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Mike Gorun's Blog Posts Tagged 'satisfaction' (13)

Customer Satisfaction Failures Can impact your Wallets

In the wake of the backlash from the recent United Airlines incident, it has been widely reported that many airline CEO’s salaries are, at least in part, connected to customer satisfaction scores. In the case of United’s CEO Oscar…

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Added by Mike Gorun on April 18, 2017 at 5:30am — No Comments

Employee Retention: Why Are We Going Backwards?

A recent article in Automotive News reports that the three-year employee retention rate at dealerships reached a new low, dropping by 2%.

In fact,…

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Added by Mike Gorun on October 6, 2016 at 7:00am — 3 Comments

Food is the Way to a Man’s Heart... But Not That Kind of Food

This common saying is certainly one that everyone knows. And, whether it’s true or not, has endured time. Why? Because someone cooking for you is an intimate act that is satisfying and elicits fond memories. In essence, this act accomplished on a regular basis is supposed to be the recipe (pun intended) to win the love of a man, or woman. The gender of a person has little to…

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Added by Mike Gorun on June 30, 2016 at 6:45am — No Comments

Is It Ever OK to Lie to a Customer?

Yes.

 

Now let me explain...

 

In our industry – as well as life – we continuously talk about transparency.

Let’s be brutally honest here. Sometimes honesty isn’t the best policy. Is it always that way in real…

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Added by Mike Gorun on December 8, 2015 at 5:00am — 3 Comments

Is Spreading the Sales Process Out the Answer to Excellent CSI?

A hot topic of much discussion today is the decrease in the sales process. There are many opinions on whether shortening the time it takes consumers to buy a vehicle is the answer to providing a better customer experience. There’s no doubt that it can be arduous and exhausting for a consumer to buy a car - from finding the right one, to filling out paperwork,…

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Added by Mike Gorun on October 27, 2015 at 6:03am — No Comments

Discounts: They Work But Can Do More Harm than Good

It’s no secret that dealerships have been in a crazy race to the bottom in terms of profit per vehicle. Consumers are always looking for the best deal and automotive Internet resources are providing them with more ammo to negotiate with. Dealers have been complaining for years about decreasing profit margins on vehicles, blaming manufacturers for lowering margins and…

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Added by Mike Gorun on June 9, 2015 at 5:30am — No Comments

Less Complaints Don’t Always Equal Increased Customer Satisfaction

It sounds backwards, at first, but when was the last time you asked your customers for a complaint or some constructive criticism?  If you’re like most dealerships, you’re doing everything you can to avoid complaints and negative reviews. In the past, you may have even ignored customers that voiced a complaint. However, in today’s world of instant feedback and review sites,…

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Added by Mike Gorun on October 7, 2014 at 5:30am — No Comments

First Comes Love, Then Comes Marriage…Then Comes??

Do you think your customers feel the same about your company as you think they do?  Think again, they probably don’t.

 

These days, car dealerships, try to express their individuality from their competitors through value propositions. Almost every dealership has some sort of template or message as to “Why Buy from Us” integrated into their communications with…

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Added by Mike Gorun on September 9, 2014 at 3:30am — No Comments

The Odds are Always in the Casino’s Favor

Anyone who gambles – whether they are a casual gambler or a professional gambler – realizes that casinos aren’t in business to lose money. In fact, casinos must generate a ton of revenue just to keep the Las Vegas strip lit up 24 hours a day. It really doesn’t matter which game you choose to play. Every game is designed to be in the house’s favor; although some offer a better…

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Added by Mike Gorun on November 19, 2013 at 6:14am — No Comments

Empowering Employees to WOW Without Fear

The Ritz-Carlton hotel chain has an exciting customer service policy that empowers every employee with $2,000 to satisfy any guest without approval. This isn’t a one-time power but it’s per incident. Some business owners like the general idea but express concerns about providing…

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Added by Mike Gorun on October 22, 2013 at 6:25am — No Comments

Thanks for the Memories

What was the last restaurant you ate at? Did you tell anyone about it? Why? What prompted you to do so? Did you get good service, bad service? Was the food great or horrible?

What these questions all have in common is that they all answers the fundamental aspects of what type of customer experience that restaurant provided. You’re certainly more likely to share…

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Added by Mike Gorun on October 1, 2013 at 5:56am — No Comments

Why a “Satisfied” Customer is Unacceptable

I came across an article recently by Jeffrey Gitomer that really hit home. In essence, he said that there are countless awards given out for levels of “customer satisfaction” by many companies including the likes of JD Powers, and Consumer Reports. The winners of those awards…

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Added by Mike Gorun on August 6, 2013 at 6:09am — 9 Comments

Changing Your Image Is Hard but Possible

Frequent travelers have many choices when choosing airlines. Some choose an airline for their frequent flier benefits; some for their convenient routes or frequent itineraries and some have airlines chosen for them by their companies. For many years, Delta Airlines has been at or near the bottom of almost every survey conducted regarding airline customer service. In fact,…

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Added by Mike Gorun on July 16, 2013 at 6:32am — No Comments

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