MINI of Hawaii and MINI USA
OVERDRIVE - Racing Champion
Joined: Feb 2003
Posts: 15,262
Likes: 72
From: Mililani, Hawaii
>>You done good!
Well it sounds positive.
I would guess that you have found a resolution to your problems with your mother's PW MC with CVT.
A buy back. Best of luck and good to hear you are doing so well.
Well it sounds positive.
I would guess that you have found a resolution to your problems with your mother's PW MC with CVT.
A buy back. Best of luck and good to hear you are doing so well.
1st Gear
Joined: Mar 2004
Posts: 18
Likes: 0
>>Lets just say that they have turned over a new leaf in making their customers happy.
>>
Beastmaster,
Are you saying MINI of Hawaii and MINI USA is making you happy or are they trying to make all their Hawaii customers happy?
Inquiring minds want to know since there seems to be quite a few unhappy owners in Hawaii. Is it the sales department that is making changes, the service department or both. If they are truly turning over a new leaf, I may keep my MCS and ship it to Hawaii.
John
>>
Beastmaster,
Are you saying MINI of Hawaii and MINI USA is making you happy or are they trying to make all their Hawaii customers happy?
Inquiring minds want to know since there seems to be quite a few unhappy owners in Hawaii. Is it the sales department that is making changes, the service department or both. If they are truly turning over a new leaf, I may keep my MCS and ship it to Hawaii.
John
Thread Starter
|
6th Gear
Joined: Apr 2003
Posts: 1,730
Likes: 0
Well, the sales department has been trying to fix customers' problems that have been hanging around for quite a while. These problems have sat, festered and snowballed and they have finally taken action. I have no idea what caused this sudden turn of events, but I do know that a few execs from MINI USA were here and had a meeting with management personnel. I can only imagine they had lots of dealership concerns as they read NAM postings and know all of the problems we have been having at MINI of Hawaii.
For some reason, the sales dept has taken the lead on this eventhough they have done a good job working with customers. The true culprit has been the service department and they have remained silent. For many MINI enthusiasts, they saw a change in service in late 2003. It seems there was a bigger emphasis on the bottom line. As such, many long time Service Advisors left when their compensation package was dramatically reduced. Rental cars were not readily available and warranty work was questioned.
A BIG emphasis was placed on getting good CSI ratings. The new mantra was "we're doing this for good CSI ratings" instead of for customer satisfaction and because it is the right thing to do. I understand about CSI ratings and how they affect the dealership. However, the CSI ratings method is also flawed as one must get a perfect 5 to be passable. Anything less is failure. As such, the dealer is coerced into concentrating on CSI ratings and asking the customer to give them 5s. To me, all of this groveling for 5s is undignified. CSI should devise a new method where dealers will be judged fairly on all ratings,not a skewed bell curve where anything under 100% perfect is failure.
* failure
** below average
*** average
****good
*****excellent
Well, that's my take on the situation and hopefully Service is implementing changes to satisfy all customers concerns.
For some reason, the sales dept has taken the lead on this eventhough they have done a good job working with customers. The true culprit has been the service department and they have remained silent. For many MINI enthusiasts, they saw a change in service in late 2003. It seems there was a bigger emphasis on the bottom line. As such, many long time Service Advisors left when their compensation package was dramatically reduced. Rental cars were not readily available and warranty work was questioned.
A BIG emphasis was placed on getting good CSI ratings. The new mantra was "we're doing this for good CSI ratings" instead of for customer satisfaction and because it is the right thing to do. I understand about CSI ratings and how they affect the dealership. However, the CSI ratings method is also flawed as one must get a perfect 5 to be passable. Anything less is failure. As such, the dealer is coerced into concentrating on CSI ratings and asking the customer to give them 5s. To me, all of this groveling for 5s is undignified. CSI should devise a new method where dealers will be judged fairly on all ratings,not a skewed bell curve where anything under 100% perfect is failure.
* failure
** below average
*** average
****good
*****excellent
Well, that's my take on the situation and hopefully Service is implementing changes to satisfy all customers concerns.
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