We all experience the request for "consumer feedback" in today's retail environment. For auto manufacturers, it is not a new tool to assist in evaluating the "customer experience" after the sale or service of an automobile. It's been standard since the early '90s, and has been used extensively to rate the customer's perception of how a transaction was handled, and the satisfaction rating with regard to how the dealer accomplished what should be the number one goal-complete customer satisfaction.
The problem today is sometimes these requests become frequent, and in the consumers eyes, a bit overwhelming and time consuming. So, give us a minute to explain why this simple evaluation tool is so important to the dealer-and more importantly, why it is even more important to you, the customer.
At Madera Toyota, our short term and long term success is directly related to the satisfaction of our customers-as we say to each of our employees "the boss doesn't sign your pay checks, our customers do." Without our customers, and especially the loyalty of our customers, we wouldn't be in business very long. Our business today is a relationship business, and relationships must be monitored and evaluated continuously-to ensure that both parties are receiving equal attention and benefit. In our case, we want to ensure that our customers always receive more than their equal share.
After every service and sale transaction at Madera Toyota, the customer is given the opportunity to provide feedback. The traditional methods used are as follows:
In the past year, the following methods have been installed by Madera Toyota to provide for additional feedback, on a more "immediate" basis:
We respond to each of the foregoing interactions-good or bad, and we use these contacts to ensure that each and every customer issue is addressed as soon as possible. If there is a problem, our managers have been empowered to "fix it."
In summary, with a little investment in time and constructive input from you, we can ensure that our staff consistently provides all of our customers with the highest level of customer service, and hopefully, complete customer satisfaction. When a problem or issue occurs, it allows us to immediately be aware of and correct the situation to our mutual benefit and satisfaction. We understand that you have many options when it comes to who you select to provide you service with regard to your vehicle needs. We want to be the dealership that you choose, and who you are confident to recommend to your friends and family.
We appreciate your time in responding to these requests, and want you to understand that these methods of customer feedback are designed for you, the customer, with the goal of providing you the absolute highest level of customer service. Your opinion and feedback is very important to us, whether it be negative or positive, and we use it to continually improve our service to you.
So, sorry for being a pest-and thank you for helping us serve you better.