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    Podcast: How Much Does Poor Customer Service Cost?

    June 15, 2023
    Randy O’Connor says dealers can calculate the true cost of mistakes and then help their teams understand what the errors mean to the bottom line.
    Madison Gehring
    MTD
    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.
    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.