Jump-Start EV Customer Satisfaction With CPE?
Jump-Start EV Customer Satisfaction With CPE?
The headline in Aftermarket Matters reads: “Customer satisfaction declines with EV dealership service.”
The good news: The article states that consumers place more trust in dealerships when it comes to servicing their EVs. This gives us an opportunity to take back some of the seven in ten customers that have defected to the aftermarket for servicing their vehicles.
The bad news: We’re not delivering on that trust. Our lack of delivery gives the aftermarket the opportunity to go after these customers. This is our game to lose…
I recently shared a post how the aftermarket launched a frontal attack on our service management staff. See article link below:
Unless we create the absolute best customer experience, they’ll do the same with our EV customers.
领英推荐
CPE??is my simple formula utilized in consulting with dealerships.
COMMIT - It all starts with leadership. This is the most important step because while most say they want change; few are willing to take the steps necessary to affect change. Commitment is the foundation upon which change is built.
PLAN - Once you make the commitment, develop an achievable action plan that outlines the steps necessary to correct the problem. Deliver that plan to your entire team, and get their buy in.
EXECUTE - Here is where it falls apart for most. Everyone is all excited, you say you commit, you have your plan, and then days and weeks go by, and nothing is done. There is no follow up to reinforce the plan, and companies sit there waiting for change to happen as though it’s going to happen by itself, it’s not.
Once you take the action steps to improve EV customer experience, measure your success, and adjust as needed.
EV Boats fuel at your dock! #electricboat #centerconsole #sales
1 年Thanks for tagging me, Paul. THIS is the very reason Ford Pro is moving to mobile servicing across all makes, solely to accommodate the customer where it’s convenient for them in order to continue their commercial line of work in the best manner possible. Personally, I continue to be amazed the Volkswagen Passenger Cars dealership continues to mail me literature which includes discounts on my next oil change. I drive an #id4.??
Fixed Operations Parts and Service Manager - Driving Retention with a Focus on Relationships - Building a Better Dealership Experience
1 年Great article! EV customers are still OUR customers, we WANT them coming to see us for all their vehicle needs... Because WE are the experts!
Owner at White Oak Power LLC
1 年As someone who has dealt with Service Depts. at HD dealerships as a sales rep and who also deals with LD Service Depts. as a customer, the upselling and overselling I have witnessed and experienced leads me to no other place but independent servivce businesses whenever possible. CPE needs to add an H for Honesty.
Automotive Fixed Operations Coach with 35+ years experience ? #fixedopscoach
1 年Great comments Paul Meijer, thanks for sharing
CEO, US Marine Veteran / SaaS Founder / Automotive Consultant / Economist / Executive Board Member / NADA Certified
1 年So true!