Posted by Mal on December 30, 1998 at 07:47:24:
In Reply to: Not just German posted by Geraldf on December 29, 1998 at 18:00:17:
: I bet it's based on the policies of whatever company is doing the survey and is true for all makes. Possibly this is some JD Power policy.
: : This must a German idea. When I was considering buying a Passat a few months ago, there was a lot of talk on the Passat board about service evaluations. Apparently at VW, the dealer's alotment of new, high demand models is based, at least in part, on what kind of service evaluations they get. Some dealers were virtually begging their customers for excellent evaluations (as opposed to actually performing excellent service?), others just noted what evaluation the customer had given in the past and ceased doing any follow up with that customer if the previous evaluation was less than excellent. Self-defeating it would seem.
: : : I had gone to a dealer for some recall work, they were really nice and helpful, and as I lounged around I saw a notice in each service writer's cubicle. It said: "BMW will call you after your visit. If you say I was excellent, I pass. If you say I was very good or good, I fail." Obviously this sign was intended for customers to read and heed.
: : : I couldn't believe this so I asked them about it. Sure enough, the quality follow-up call only gives the dealership and the service person credit if you say that they were "excellent." "Very good" and "good" are basically the same as saying "bad"!
: : : Now I don't use the word excellent much in everyday conversation. It's like a teacher not giving every student an "A," even though they may be very good students. If I'm happy with the service someone has provided, and I say that service was very good, I consider that high praise. Not to the marketing folks, though. And the writer said that this policy was true at the Infiniti dealership where she used to work as well.
: : : So ... if you are happy with your dealership experience and don't want them to be penalized (because I'm sure there is money at stake), you must remember to use the word "excellent." This dealership even prints this reminder on the customer's paperwork! However, if you are not happy and don't mind the possibility of repercussions on your next visit, you can say the service was "good" and you'll be hurting them. What a crazy system. It's designed to fail!