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NARDA's mission is to provide the power of knowledge to independent retailers and servicers through progressive education, information and services, with friendly and prompt service.

                   

NARDA NEWS

How Good Measurements Hurt Customer Satisfaction


By Eric Herrenkohl

Managers know that systems for measuring performance are the foundation for leading teams that perform well. However, the existence of a rigorous system for measuring performance does not guarantee that performance will improve. In fact, when we have good measurement systems but less developed leadership practices, our ability to measure can hurt rather than help performance. Here is an example and the lessons I draw from it.

I had my car in for regularly scheduled service. I gave the service manager my credit card, paid for the service, and then he asked the question that all car dealer personnel have been trained to ask: “Are you completely satisfied with your experience here today?” But this time, the conversation went further. He looked me in the eye with a fairly urgent expression on his face and explained that I would probably be receiving a phone call to complete a survey about my experience on this visit to the dealership.

“They will ask you to rate your experience on a 1 to 10 scale,” he explained, “and on anything less than a 10, I get ‘dinged.’ Even a nine is considered unacceptable. So please give me a 10.”  I watched this guy plead with me to give him a perfect score and had a couple of reactions. First of all, contrary to his intention, our interaction made my satisfaction with the dealership decease rather than increase.

Second, although this service manager should not have been making his performance review my problem, the fault lies more with the company than with him. By and large, business executives love measurements and metrics. “What gets measured gets done,” we tell ourselves, and there is truth in this. However, if your customer service measurement system is encouraging employees to create a bad experience for customers, you obviously have to reevaluate your system.

Do your methods for measuring employees encourage or discourage great customer service?  Accountability alone will never create great customer service. You have to use your customer service measurements as a tool to coach employees continuously on how to improve their approaches to serving customers.

 

 Read the full article in the Members Only section


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RRetailers, Servicers, Suppliers: A Call for Industry Participation

For more than 75 years, the North American Retail Dealers Association has been the voice of independent appliance, electronics, bedding and furniture retailers. Through education, representation and a host of benefits, NARDA has worked diligently for all retailers.

Here’s how you can help both the industry and your own enterprise: NARDA is now moving forward into new areas and seeks volunteers that can give an hour or less each month to help guide the association. Please indicate your interest and you will be contacted and given more information.

Your name:

Contact number:

NARDA also is asking you to identify the areas in which it can assist you and your business. Whether it is legislation, education, legal services, publications, repair service or cloud-based services, please indicate which issues are most important to you. The very best suggestions will receive a $100 gift card.

Please express your willingness to volunteer and suggestions to bob.goldberg@sfnr.com.

                        
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