Wednesday, September 26, 2012
Wednesday, September 19, 2012
- This is the first time in 15 years I think I have ever taken a survey about my satisfaction of [OEM] and my work environment. I would like to see this more often and hopefully see some changes come from it. Thanks!
- The survey was perfect. I'm glad that [OEM] takes the time to read comments from their technicians.
- The survey is great and the ability to provide additional comments is very good.
- Very thorough survey!
- Survey was excellent Very pleased to have been a part of it.
- Survey was good. Thank you for taking the time to ask.
- Excellent I liked it. This is a way for you to hear what I have to say about my job, I already like my job but it can get better.
- Very good survey, hope it makes a difference
- Wow! - a long survey, but all questions seem relevant to issues that we face day to day and seem to qualify responses.
- IT GOOD TO DO THESE THINGS IT SHOWS SOMEBODY CARES WHERE THEIR BUSINESS IS GOING!
- Good questions, long survey, but not too much fluff.
- Thanks for your interest in what I have to say.
- Great survey. Hope it makes a difference.
- In order for this survey to be effective every technician MUST take it! I have been with [OEM] for 6 years and this is the first technician survey I have taken!
- This is a very in depth survey
- Survey was conducted well and length was not too long. Questions presented well with job specific categories.
- If this doesn’t get read and taken seriously I will be upset i even took the time to take it.
- Survey was good. Would like to physically see the results of all surveys gathered be heard and see what results come from them. You can take a million surveys and just wonder if anything was taken from them or if it was just a waste of your time.
- I hope the time spent on this survey will result in some benefit to the dealership network and [OEM].
- Survey is fine, would actually love to see something come out from doing these surveys.
- Nice approach, now let’s see if they actually alter any policies.
- Confirmation that this was read and not promptly filed in the garbage because nobody really wants my opinion which is based on fact.
- I'd like to see positive change and hope this helps.
- Please let us know when something from this survey is implemented-doubt it does.
- Where can I see the results of the survey? I'd like to see the data collected. Thanks!
- I hope someone reads this survey and makes some changes. I know I'm not the only one that feels like this
- The survey is ok. But I want to see something actually change.
Thursday, September 13, 2012
MyGuy Customer Retention Practices – Hey, I Know That Stuff Already And I Am Not The Stereotypical OEM! I Can Prove It
David P. CarlisleAs I get older I find myself focusing on the simpler things in life. Understanding a customer’s experience is ultimately very simple. (1) You buy, (2) you maintain & fix, and (3) you buy again. It is a useful exercise to depict all this using common stereotypes. I call it “The Stereotype.” Don’t get defensive; stay with me on this. You buy it … Stereotypically. In the old days, you researched what vehicle you wanted and did most of the shopping on the internet. You chose and negotiated on the Internet and by phone. You came in with lots of data and, after a lot of waiting, found out from the salesman that all this effort and collected data was irrelevant. You found out about additional dealer preparation costs and processing fees that were mandated by the state. The used car person assessed the scrap value of your current ride, and F&I browbeated you into ordering undercoating, extended warranties, and a security system for your new vehicle. Finally, your salesman said he needs you to give him “all 5s” on the survey the factory will send you … because his family depends on him as a breadwinner and he will get burned if he does not get the very top scores. Besides, he reinforced that you were the most important customer in his life. You emerged, feeling a little dopey after an hour or so, with a new ride and a monthly payment exponentially higher than you planned. OK, a lot has changed here. Now, you get coffee cups in the mail after you close the deal. That takes care of the “buy.” On to service, repair and maintenance.
Friday, September 7, 2012
- OEMs revealed that dealers have become key partners in detecting grey/black market operations. OEMs educate dealers on how to identify black market parts and some OEMs even have a reward system for dealers that report grey/black market activities.
- OEMs have also found success by partnering with customs officials and foreign governments. The more educated the officials are, the more likely they are to spot abnormal shipments, a win-win situation for both the officials and the OEMs. One domestic heavy equipment OEM has also started a government lobbying group to educate foreign governments about the importance of IP protection.
- Another interesting method employed by one import OEM involves using a third-party webcrawler to search for violations online. This process has proven to be extremely successful for the OEM thus far, removing over $150M in grey/black market parts from the marketplace.
- As a countermeasure on the dealer side, several OEMs reported tracking sales per UIO and/or utilizing RIM to spot unusual inventory movements (or lack thereof). Though determining if an inventory discrepancy is actually caused by grey/black market activity can prove to be difficult, these methods are a good starting point and may indicate a need for additional digging.
Bottom Line: If your company is worried about the proliferation of a grey/black market for your parts, here are five steps you can take:
- Educate your customers. Stop grey market and counterfeit at the point of purchase and installation.
- Partner with your dealers. Both your company’s and your dealer’s incentives should be aligned; dealers can be a powerful force out in the field.
- Educate customs officials. Catching the “bad guys” is their goal as much as yours.
- Do internet research. A huge chunk of illicit trade is done online. If your company doesn’t have the resources to do the research in-house, then invest in a third-party tool.
- Use your data. There is a reason your company tracks inventory. If something appears out of place, then do some digging.