A sure-fire way to improve customer service is by teaching and reinforcing good habits. But when things go wrong, Randy O’Connor says tire dealers can calculate the cost of poor customer service, and then use those numbers to show the team how important the right process really is.
You’ve trained your team to be wholly focused on providing a superb customer experience for every person who walks in the door, but sometimes, things go awry. Whether it’s a customer who has to wait longer than expected, or a vehicle repair that wasn’t performed correctly, these missteps have a real cost. Randy O’Connor, principal and owner of Dealer 2 Dealer Development Group, says dealers can calculate the true cost of these mistakes, and then help their teams understand what the errors mean to the bottom line.
Joy Kopcha joined Modern Tire Dealer and Auto Service Professional as senior editor in 2014 after working as a newspaper reporter for a dozen years in Kansas, Indiana and Pennsylvania. She was named managing editor of MTD and ASP in 2022, and took on that same role with Motor Age in 2024.
She is an award-winning journalist, including in 2023 when she was named a Jesse H. Neal Awards Finalist.
