Why a Drive-Sure Blog?

We are pleased to provide 1,000s of customers with Drive-Sure® benefits each month.  We know that you want to keep your vehicles running at peak performance, and we want to help ensure that you are taken care of on the road.  This blog site is dedicated to help achieve these results. We will share best-practices and encourage you to do the same (by responding to our entries within the comments box below).  We hope that you find this to be a valuable forum and source of information. -The Drive-Sure...

Can Becoming A “Customer Service Champ” Help You Reach Your Fixed Ops Goals?

BusinessWeek recently announced its 2010 Customer Service Champs.   The fourth annual customer service awards celebrated repeat winners and newcomers that figured out how to treat recession-weary customers right.  Here are the top 5, and what they do differently to take care of their customers: 1) L.L. Bean – When faced with a financial need to close a call center in 2009, the company opted to let employees work as home-based agents instead of out-sourcing calls so that the company could maintain a consistent customer experience.  (They also have priced-right products and a lenient return policy.) 2) USAA – The financial institution began letting customers make deposits by simply snapping a picture of the checks with their iPhones and using an app to e-mail them to the bank. 3) Apple – The company pioneered a new approach to the buying process by giving their associates the tools to scan products and process payments anywhere within their stores – gone are the days of waiting in long check-out lines.  (By the way, their customers can “go green” by choosing to have their receipts e-mailed rather than printed.) 4) Four Seasons – With the luxury business travel industry hit hard in 2009, the high-end hotelier began cross-training back-office employees so that customers would not notice when they may be understaffed.  (A human resources manager could be manning the spa desk.) 5) Publix – The employee-owned grocery chain completed the installation of an automated inventory replenishment software system reducing “out-of-stocks” by 19%. What can new car dealers learn from these service giants? It might be easy to draw the conclusion that providing...