| | | Hi AJ,
While on a special assignment at Chevrolet. I did an analysis that highly correlated with customer satisfaction and market share success and Chevrolet's higher percent of Policy adjustments (they bought claims beyond the warranty).
Dealers greed was the differenence.
If they called the factory and got post warranty assistance, they created customer loyalty.
BUT the repair has to be done at lower warranty rates.
If the dealer just didn't care and charged after market higher cost rates, customer loyalty declined.
I thought that was a duh, NO kidding.
The pay plans at many dealerships were in conflict with that truism.
I proved it on a national level.
No one knew how to respond to that at the OEM level.
I went retail within a year of that.
I had been promoted to a national level and refused the move.
After that I had a bad attitude, as I was no longer wanting to make an investment in my career.
Best thing ever happened to me, although I was pretty upset to be put on suspension with out pay for 10 days.
I told them upon being told that, to issue my termination papers, which they did.
Two weeks later the #2 man in GM personnel happened to be in Houston? and asked for a meeting.
He offered employment, as "they had a lot invested in me", but would require a physical move. I told him I appreciated the offer, but would never work for a company that did that to its employees.
I declined and proceeded to make more money in the retail world than I ever imagined !
Although catastrophic at the time, it was the best thing that ever happened to me. For 16 years I had enjoyed the fur lined rut of being a corporate employee.
Life works in strange ways!
I had a great boss, who said, "In every dark cloud is a silver lining".
He was so correct, but we have to live through it.
Bob |
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