Case Studies
A few examples of the kind of performance you can expect.
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Major Automobile Franchise Saved.
A large major brand dealer ranked 173 of 176 in region in Customer Satisfaction Index. (CSI) The manufacturer said “Fix it, or lose the franchise.” The original CSM Associate created a new department to “Fix it.” The CSM Associates increased rank to 7 of 176 in four months to save the franchise.
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Manufacturer Adopts CSMA Procedures.
The department manual including the word tracks written by the original CSM Associate was adapted by the manufacturer to use nationwide. -
Top Producer’s Job Saved.
A star sales associate in a luxury dealership averaged 70% in CSI where 95% was passing. He was warned that he could lose his job if his performance did not improve. The CSM Associate was assigned to help at the beginning of the final quarter and raised his CSI to 100% by year end. He achieved Salesperson of the Year for the store in part because CSI was weighted as 1/3 of the score.
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Record Sales With Near Perfect CSI.
A CSM Associate team was created for a luxury brand dealer. CSI stayed near perfect as the existing salespeople doubled sales volume.
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Come Back Here!
After a position change and a new opportunity presented itself, the original CSM Associate received the “We have to talk” call to fix a new CSI problem. Another year of exceeding CSI goals resulted.
An unhappy customer will tell 10 people to avoid his experience. Who knows how many on the web? Call for an example.
Completely Satisfied Customers
send their friends.
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