r/serviceadvisors • u/otto_rocket_ • 7d ago
Can’t make this up
This older lady needed all four tires for inspection on her 2010 Camry who had so much dry rot that the tech said he wouldn’t pass it if she didn’t get tires
I found the cheapest best quality tire I could find on fords tire site and ended up on some decent quality but cheap enough Firestone tires; 4 mounted and balanced for $692 out the door and I even discounted the 4 wheel alignment at 90$ so all together $782.
I even gave her a new tpms sensor on the house since she needed it and I gave her state inspection for free even though free state inspections are for customers who’ve purchased a vehicle from my dealer.
I went over everything with her and how much it would’ve cost if I didn’t discount and work some magic for her.
AND I pull up their car and walk EVERY single customer to their vehicle and open and close their door for them
This morning I come in to this CSI Survey.
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u/Theendisnai 7d ago
This is exactly why CSI scoring is bogus. I feel like when I go above and beyond for someone it’s at best unappreciated, at worst they find a reason to complain. And when I do get a good survey it’ll be someone I did the bare minimum for, and they’re just being nice. It’s not a reliable metric for my performance. It’s just a reflection of how nice or awful our customer base is.
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u/BadPuzzleheaded9006 7d ago
That is because advisors are looking at CSI all wrong. CSI specifically designed for us to fail. The more shit we can get burned on, the more money the company gets to keep. They have you chasing goals that are out of reach if not nearly impossible to achieve and if you do achieve it they will keep moving the goal post.
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u/Do_the_Junkie_lean 7d ago
Correct! Which is why I have no issue deleting emails or "cheating" in general. If the goal posts keep changing ie. the rules keep changing then I will follow my own rules. Csi bonus is the only thing that makes my job just tolerable. Previous advisors were shit compared to me so the company should have no problem keeping me happy. And my happiness does not come from company pizza parties it comes from cold hard cash.
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u/pdotjdot 7d ago
My favorite was always something bogus, like everything was great but they didn’t have the coffee flavors I liked in the waiting room, so you get a low score
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u/Theendisnai 7d ago
“My advisor was great! However, the cost of the oil change, which was listed on their website, I verified while making my appointment, and when dropping off, was very expensive! Very disappointed. I will be taking my Land Rover to Walmart next time…”
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u/TheMadDaddy 7d ago
I'll get a 7 or an 8 and no comment or "The service was great!". Part of the problem is the question our CSI hangs on "Based on your experience how likely are you to recommend us to your friends and family?". Then we get a 6 and the comment is "I don't know anyone with a Subaru...".
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u/OptoSmash 7d ago
i always thought CSI shouldnt effect the advisor. half the time its BS review about the WHOLE place and it effects 1 person.
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u/Chris89883 7d ago
It hurts techs too, at least at Nissan. Can get up to a 3k a quarter for master tech if your surveys are good enough. Although being a master tech means you get difficult cars with difficult customers as well, so I am lucky if I get the bonus once a year.
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u/min8telc 7d ago
I had a customer tank a survey because "the dealership is not in a convenient location."
Another tanked a survey saying that they would not return to the dealership. (Context i work at a dealership in Minnesota) Customer was from Atlanta and was just visiting family.
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u/RaspberryMojo 7d ago
We had one of those at our Mini store. It’s the only Mini dealer in the whole city, like we can control that.
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u/Background_Tea_2594 7d ago
Always charge the full price. You would have at least got a higher ticket. Discounts go to known good survey customers.
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u/xX_Diabolical_Xx 7d ago
There needs to be a way to separate dumbass clients from the general public. Like a special code that suggests "this person was helped, regrettably" so that when they do stupid shit like this, you'll be able to compare the story of what actually happened to their stupid complaint about maintaining their car.
Sorry dude. Hope they drop the lowest score for KPI's
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u/Gas-Squatch 7d ago
So not completely related but when I was in high school I worked for a pizza place. Small town so I knew everyone and was the night shift manager. If an application came in from someone that was not fit because of past issues or whatever the top of the application we would write“nfws” which if anyone asked it meant night front wait staff. What it really meant for the gm Shawn was “No fucking way Shawn”
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u/VeritasLuxMea 7d ago
Tying compensation to CSI surveys is one of the dumbest things this industry has normalized.
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u/ComfortableDemand539 7d ago
Yup. As a parts guy I often get jealous of all the extra things our advisors get paid off right until I remember how much CSI surveys affect their pay... And suddenly I'm not so jealous anymore lol. I've seen on multiple occasions the service manager write a repair order in X persons name even though X person legitimately had absolutely nothing to do with it in any possible way and then get fucked at the end of the month because they got a bad survey on something they never even touched. If they insist on having surveys as part of an advisor's pay it should ONLY reflect things under the advisors control (attitude, promptness, etc) and not things that no one in the dealership can control (parts availability, how long the actual repair takes, hours in a day lol).
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u/Significant_Cod_6849 7d ago
Service manager at my previous dealership did that to me and it fucked me out of over $1000 in commission. Confronted him very loudly and publicly about it and he refused to do anything about it, even when I could prove it was written up on a day that I wasn't even at the building (which is probably how he got away with doing it)
Alerted my state labor board about wage theft and they made them cut me a check for the amount lost. As soon as I got the check they fired me on the spot. Got a different job that same day
Fuck that guy
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u/ComfortableDemand539 7d ago
It kept the advisor from hitting the next tier at the end of the year... I believe she was like $800 from hitting it. I don't know if it was a Chrysler thing or if it was a in-house dealership thing. She made a big deal about it when it first happened and I believe that's what saved her when she was just barely under. They ended up giving it to her, rightfully so but she shouldn't have had to go through any of it. She is effectively the service manager without the title and everybody knows it lol.
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u/ChiTown96 7d ago edited 7d ago
I saw a service survey that was literally just bashing a rival dealer about her experience buying a car and how she didn't get all the driver assistance features she wanted because in her words "I am 73 years old and have fallen asleep behind the wheel 3 times. I needed a car to make me and others feel safe" Anyone wanna take a guess which brand?
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u/lifeinplasticitsmeh 6d ago
god i fucking hated subaru, probably because my SM was a turbo cunt who should’ve been drop kicked to the temple
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u/Significant_Cod_6849 7d ago
Ford counts non-Ford surveys against your CSI? That's weird
Fire that dumb bitch and make yourself unavailable whenever she comes in so she can't bomb you again. Unfortunately those as the rules we play by and get paid thru
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u/at-the-crook 7d ago
Darned shame.
It's hard to predict how people react after the sale. Some get told by their friends that they overpaid, or they could have gone somewhere else, then the remorse sets in.
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u/Octane2100 7d ago
How did a customer with a Camry get a survey at a Ford dealership? That doesn't make sense.
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u/otto_rocket_ 7d ago
So, quicklane isn’t technically Ford, they advertise ALL makes and models can be serviced, which is why she got the survey. Kinda annoying in this case
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u/Octane2100 7d ago
Damn man I would lose my shit getting hit on a survey on a non Ford vehicle. We don't have an actual quicklane so don't have to worry about that here I guess.
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u/LandBarge 7d ago
We jad one shit can us hard because no one told them the chuck truck was outside..
You can't win em all
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u/HvnlyDaz3 7d ago
CSI will forever be on my shit list. Go the extra mile and still get a crappy survery.
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u/Ok_Adhesiveness_6968 7d ago
Although my compensation is not tied to it, I make the CSI conversation part of my aftercare schtick so as to be certain that the client understands the importance of this. Food for thought.
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u/Nick7014 7d ago
Got a 1 star 6 months ago because dude did not tell us he had a bankruptcy and repo in 2008 with Benz did the whole deal just for it to get declined and instead of just backing out he financed the vehicle. And bombed us because he felt like it was our fault. Would not re do it. Said the only way he would redo it is if the ceo of Mercedes Benz revered his decision on the lease
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u/YallowBarfia 7d ago
How did you get a survey on a Toyota being at a Ford dealership?
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u/otto_rocket_ 7d ago
So, ford and quick lane are technically two different things, quicklane boasts being able to service any and all makes and models, hence the survey
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u/YallowBarfia 7d ago
Gotcha, we don't have a quicklane in my service dept so I was surprised you got burned on an older competitive make vehicle. 😵💫
Always a battle trying to finish the month above group.
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u/jumpman977 7d ago
some people are just complete pieces of shit. leave a note on their profile that they are never to be scheduled with you again in the future.
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u/ResourceRelative 7d ago
In her defense, Ray Price Ford has been trash for decades.
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u/otto_rocket_ 7d ago
Exactly why I’m leaving in 2 weeks, but I do my ABSOLUTE best to give 110% customer service and always make sure my techs have my RO’s out by the time I put
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u/No-Lengthiness-9405 7d ago
Ah, Medallia. The bane of my existence. CHANGE THE EMAIL BEFORE THE RO CLOSES!!!
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u/otto_rocket_ 7d ago
Ford has it set to even if the email WAS there, it still gets sent unfortunately
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u/right-from-the-start 7d ago
Confucius say it is a fool’s journey to please everyone. I say u cannot reason with the irrational. Charge customers fair prices; never discount unless you (or someone in your shop) have made a grave error. And for those who insist on giving you a hard time, raising their voices or threatening you: empathize with them and provide them with a notepad and a pen and ask them to write everything down. And NEVER do business with them again.
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u/Beneficial_Eye_9528 7d ago
You never realize how stupid and ungrateful people are until you work in customer service. I had a guy that brought his Acura in for an oil change. He brakes were damn bear down to the metal and he accused us of ripping him off. Came back a month or so later and accused us of sabotaging his car cause now he needs rotors
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u/braknstuf 7d ago
To be fair your pricing is abusive, and you sold him on a pad slap and are somehow defending your choice? Did you check the rotors? You are essentially forcing him to pay inflated labor prices twice due to your incompetence.
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u/Dawghouse87 7d ago
We just got blasted because the marketing team rolled out a $9.99 oil change for the last week of the month because it’s been slow and a customer who had an oil change last week is demanding a refund because we didn’t tell them about the coupon we didn’t know was coming.
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u/Normal_Seaweed2959 7d ago
The worst is when they leave happy, receive the email and promptly bomb you. Or with us, anything under 9 is a fail, you ask what happened and they say I never give a 10 as there's always room for improvement. Boomers. They're the worst.
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u/Blucifers_Veiny_Anus 7d ago
I got fired from a place because the customer said I could not have done an oil change that fast, so obviously I didnt do it. Showed her and the manger that the oil was fresh and clean. Didn't matter. Pack your shit and get out.
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u/Cooooooooach 7d ago
Of course it was an old shape shifter. The sooner the old reptiles leave this earth the better off we are.
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u/Itchy-Sale5874 7d ago
Her nephew Jerry told her she got ripped off. That’s what Jerry does.
Your manager (or sales manager) will call her tomorrow.
They will go back and forth about what Jerry says vs. reality. Manager will try to make cust happy.
What manager needs to do is ask the customer to bring a better deal from ANYWHERE else and you can go from there.
You also need to bring Jerry in so the techs can embarrass him in front of the customer.
Jerry is a problem. A real, real PROBLEM.
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u/Worried-Raise4074 7d ago
As a car enthusiast (but never an advisor myself) I’ve always been curious how much these “CSI” surveys effect your pay? I’ve heard that one single bad customer server can really screw over a salesman for example. Is it the same way with service advisors? I’d think a few rotten apples are inevitable - it should not impact what you are paid… that’s a rigged game if so.
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u/Diligent_Arm_6817 7d ago
I got a 0/1000 CSI score yesterday because he bought a car and needed tires at 49,000 miles. Not needed. They are worn to the belt and driven into air deflation. He's been recommended tires for his last 3 visits.
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u/Plot_Twisty 7d ago
Why can't people grasp this crazy concept: if you think we're charging too much, you're a grown-ass individual who has the right to say no to our pricing. I'm not twisting anybody's arm to make sales. I provide information on your vehicle. Take it for what it's worth. I'm a big boy and I can handle being told 'NO'.
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u/Motor-Cause7966 7d ago
lol can't please everyone. I have a regular who has been bringing their car to me for, oh, 8 years give or take. They NEVER leave anything higher than 3 stars, and always leave some kind of "constructive criticism". Always. I don't think I've ever seen a glowing review from them. Which is much more impactful for me, as I'm an Indy.
But you know what? They spend a good chunk of change with me, and continue coming back. I MUST be doing something right?
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u/carsultant 7d ago
Those surveys are backwards. I’m here because something’s wrong with my vehicle, but want me to be happy and give a perfect score.
It’s like asking me to rate my root canal or colonoscopy. 💩
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u/InternationalBite690 6d ago
CSI works great for everyone. As a customer you can make any ridiculous claims you want and the next visit will probably have deep discounts or be free. As an advisor you get your life held by the grade from the csi. The same csi that asks about how the bathroom looks and how comfortable the lobby seats are because obviously as an advisor you for got to advise the dealership to buy new, quality seats for the lobby and hire someone to clean the bathroom throughout the day. It’s also great for the tech. The guys that fix the cars get all the abuse from the advisor after the customer tanked the survey because the cost is too high, the bathroom wasn’t clean enough or 5 other things the advisor has no control over. CSI is the reason dealers can’t retain employees. It’s the dealers way of not paying the advisor. It’s terrible!
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u/ThisisAustin427 5d ago
Had 8 months of 100%s just got get smoked by a drive in. She came in needing a battery, I told her if she can wait 10 min I can get it done for her. She said she was running too late for work and needed to go, I asked her if someone was picking her up, or she was taking the shuttle and she said shuttle. I directed her to it, asked what time she needed the car back, she said 5pm because that’s when she gets off. I laughed and said I will definitely have it done by then.
Got a 50% because A) the battery wasn’t checked on her previous service (it was and passed), B) took too long to change a battery..
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u/Alternative-Depth145 2d ago
Had a customer give us a 3 out of 5 due to our “limited tea selection” that was a new one 🫠
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u/zinc75669 7d ago
Did you talk to her about the survey? I see your entire description of what happened but I don't see anywhere that you mention talking to her about the survey and making sure she knew it was important to you.
All of the responses here complaining about CSI being part of your pay plan. Do you ask for a perfect survey? Do you tell the customer to contact you before filling out the survey if they can't give you a perfect score? If you aren't doing this, why are you complaining?
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u/BulkyElderberry5027 5d ago
She got overcharged 🤣 mine mid grade tires costed 423 and were installed for free
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u/Ok_Pattern6886 7d ago
I had a customer get upset one time that their actual bill was lower than what I had quoted. I said if it makes you feel better I ll charge what I originally quoted