Dan Heath, a New York Times best-selling author once said, “Data are just summaries of thousands of stories – tell a few of those stories to help make the data meaningful.” The MRAA collected a great deal of data in the survey process for the Service Management Special Report. In a sense, we collected thousands […]
Author: Bernie DeGraw
RECT – No. 1 KPI to Boost Your Service Customer Experience
Imagine for a moment one single, perfect summer day. Some people may picture themselves in a hammock on a gorgeous white sand-covered beach listening to the waves roll in. Others imagine a chair in the shade with a cool drink and a new book. Still others imagine their whole family at the baseball stadium watching […]
Converting the Forever Shopper
As a boat dealer it is almost a guarantee that you have had repeat customers. Those customers provide such a great feeling. You sold them a boat and then they came back. You did a fantastic job with the first sale. Then service took over and made the customer feel loved. Loyalty blossomed and that […]
Strengthen Your Service Department
Service Managers face tremendous challenges every day. They confront workforce shortages, wavering efficiency and concerning proficiency numbers, increasing repair event cycle times, teamwork issues, quality control problems, lowering customer satisfaction scores and so much more. And to make it even more painful, there just hasn’t been a true training pathway to help them to overcome […]
