Ford's Mask Nazi Customer Service Survey...

jeffh81

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I was a service advisor for 6 years, recently walked away...because of this crap. allow me to explain, while already being one of the most thankless jobs out there(although its too easy to make 100K doing it) all pay plans are built off commission tabulated on a bunch of different metrics. one of the being CSI or surveys. my old pay plan was about 1k riding on CSI, having to be over a certain %. We often had issues with the customer slamming us on a survey because another customer, someone in the showroom didnt have their mask on. they mark the question NO, and advisors get honest to go screwed.

say what you want about car dealerships and being "stearlerships" and all the frankly BS, there are no other professions that allow a customer to literally subtract money from the employee's wallet. sure, there are a bunch of terrible advisors that certainly deserve it. but PSA, if you have a good advisor that treats you right, give them all 10s.

Yep, service advisor myself. If I have the slightest inkling a customer isn’t going to give me a good survey I delete the email. Recently got blasted on a survey because the cashier wasn’t “friendly enough”. That cost be $500 even though it has nothing to do with me. Then got blasted again for not congratulating a customer on her new car purchase when she came in for her first oil change. Suck my dick lady.


I tell them send it my way and make sure my email is right. I found that if you are nice to them they tend to take care of you
 

RedVenom48

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Its a sad ****ing day when a dealer advisor gets ****ed for Covid Karen's roasting them about masks. Lexus pretty much treated a survey with even 1 category at 7 or less as a failed survey. There were many advisors I detested working with over the years, but to get ****ed like that? Naw thats bullshit. ....ok maybe there was one or two guys I wouldnt have minded seeing this happen to.

So, now that the vaccine is out and not giving anyone any real debilitating side effects (so far) how long are the Karen's of the world going to keep this mask mandate up? How long will lockdowns be a thing?

Remember, last year it was a few weeks to "flatten the curve". This "flatten the curve" shit is now "until COVID is defeated". Well, glad they didnt do this with the clap or herpes...

Most that have had Covid and recovered did just fine. Some have gotten it and have had a rough go of it, some have died. I have sympathy for those who got walloped or who passed. But Im over this "pandemic" lifestyle shit.

Is this how we respond to the flu now? What about the "next Corona"? We lock down again for a year? We watch Family and friends lose their jobs and businesses? We watch government flex more power and control over your daily life?
 

BlksvtCobra01

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Yep, service advisor myself. If I have the slightest inkling a customer isn’t going to give me a good survey I delete the email. Recently got blasted on a survey because the cashier wasn’t “friendly enough”. That cost be $500 even though it has nothing to do with me. Then got blasted again for not congratulating a customer on her new car purchase when she came in for her first oil change. Suck my dick lady.

That’s the problem with America now a days everyone feels so self entitled and you can’t say that. Ohh you better make sure you speak to them very nice coddle them, thanks Obama.


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Lambeau

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Ford just wants to make sure both the staff and the customer are protected from Covid while they **** you in the ass.

Couldn't resist - lol.

giphy.gif
 

Mpoitrast87

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Nice to from a couple of actual service writers about customer surveys. They can help or hurt an employee, and sometimes wrongfully. Just like product reviews. Their input also shows how tough some dealership environments can be. Man, a $500 slap! I'm curious, if a service writer were to get an undeserved bad survey/review, do most dealerships work on a 1-2-3 strike system, or is it pretty much one strike and you're out? I'm guessing it might vary dealership to dealership.
When I worked at Nissan, if a bad survey came in that was totally un called for then our manager could reach out to the regional rep and get it removed. I work at Honda now and they don't do that no matter what the situation is. Pretty shitty.
 

SHOdown220

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Nice to from a couple of actual service writers about customer surveys. They can help or hurt an employee, and sometimes wrongfully. Just like product reviews. Their input also shows how tough some dealership environments can be. Man, a $500 slap! I'm curious, if a service writer were to get an undeserved bad survey/review, do most dealerships work on a 1-2-3 strike system, or is it pretty much one strike and you're out? I'm guessing it might vary dealership to dealership.

It's gonna vary by dealership but a bad survey is a bad survey, they don't cut any slack on when it comes out of your check. It's a percentage thing, so at the end of the month we have to be over 92 for our average score. So 1 survey scored low enough can drop us below that threshold and then x% would come out of our end of month pay. So it's not necessarily 1 bad survey that will do ya in but it sure as hell can. I've had this cost me as much as $1200 at the end of the month.

Thankfully our new pay plan no longer cuts our pay out for bad surveys but if you are consistently getting them they will cut you loose after a few months of being below the 92 threshold.

Like I said previously, surveys suck and the customer literally has your paycheck in their hands.
 

blk02edge

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Its a sad ****ing day when a dealer advisor gets ****ed for Covid Karen's roasting them about masks. Lexus pretty much treated a survey with even 1 category at 7 or less as a failed survey. There were many advisors I detested working with over the years, but to get ****ed like that? Naw thats bullshit. ....ok maybe there was one or two guys I wouldnt have minded seeing this happen to.

So, now that the vaccine is out and not giving anyone any real debilitating side effects (so far) how long are the Karen's of the world going to keep this mask mandate up? How long will lockdowns be a thing?

Remember, last year it was a few weeks to "flatten the curve". This "flatten the curve" shit is now "until COVID is defeated". Well, glad they didnt do this with the clap or herpes...

Most that have had Covid and recovered did just fine. Some have gotten it and have had a rough go of it, some have died. I have sympathy for those who got walloped or who passed. But Im over this "pandemic" lifestyle shit.

Is this how we respond to the flu now? What about the "next Corona"? We lock down again for a year? We watch Family and friends lose their jobs and businesses? We watch government flex more power and control over your daily life?
The thing that terrifies me the most about what we are going through is the precedent...

Imagine in 3 years from now when a chinese guy coughs.... PANIC shut it all down for 1.5 years.... Wear masks...

Unfortunately sometimes nature needs to run its course, it's never worth the absolute stripping of personal freedoms
 

SolarYellow

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If Ford is so concerned about my health and safety, why don't they administer vaccines, clean my teeth, trim my nails, DNA check for cancer screening, offer free showers, give me a warmer coat?

I'm not paying them to wear masks, look out for my health and safety, I'm paying them to fix my Ford vehicle.

Sounds reasonable to me.
 

me32

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When I worked at Nissan, if a bad survey came in that was totally un called for then our manager could reach out to the regional rep and get it removed. I work at Honda now and they don't do that no matter what the situation is. Pretty shitty.

Because there are alot of fraudulent dealerships. Giving them the power to remove surveys is not a good thing.

Dont get me wrong you will get some bad customers. But the good ones out weigh the bad ones. Customer satisfaction is very important. Especially someone who buys new vehicles every 3-4yrs. Having a bad experience can be the breaking point to never buying a brand again. Manufacturers do not want that.
 

Mpoitrast87

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Because there are alot of fraudulent dealerships. Giving them the power to remove surveys is not a good thing.

Dont get me wrong you will get some bad customers. But the good ones out weigh the bad ones. Customer satisfaction is very important. Especially someone who buys new vehicles every 3-4yrs. Having a bad experience can be the breaking point to never buying a brand again. Manufacturers do not want that.
100% agree. But, when an advisor loses pay because the customer doesn't like the magazine selection that is a major problem. Advisor surveys should be completely separate from the rest of the dealership. The section of the survey that's just about me I always get perfect remarks. Its the rest of the survey that screws me over.
 

me32

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100% agree. But, when an advisor loses pay because the customer doesn't like the magazine selection that is a major problem. Advisor surveys should be completely separate from the rest of the dealership. The section of the survey that's just about me I always get perfect remarks. Its the rest of the survey that screws me over.

But there does need to be surveys that affect the service advisors. Reason being i have seen service advisor refuse todo recall service because they decided it doesn't make enough money for a dealership. That is totally unacceptable and 100% needs to be tied to there pay.

A service advisor should be doing whatever they can for the customer. Including making sure the tech performs the job correctly. Return a customer vehicle in the same condition received.

Just because a tech brings papers saying the vehicle is ready the advisor should be checking to make sure that is infact the vehicle is ready for customer pick-up.

Ive been fortunate and have had great success with service advisors. I also try and make a great relationship with them in a positive manner. I make sure to give them great scores with positive comments. In return i expect all work i need to be done correctly. I usually do not mind on the time frame because i am provided a loaner so i can continue to go to work everyday or whatever it is i need to do.

As for an example of a complaint of a bad magazine section that has to be one shitty person to actually put that on a survey as a complaint and the manufacturer should be able to review that and make an accurate notation.
 

Mpoitrast87

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But there does need to be surveys that affect the service advisors. Reason being i have seen service advisor refuse todo recall service because they decided it doesn't make enough money for a dealership. That is totally unacceptable and 100% needs to be tied to there pay.

A service advisor should be doing whatever they can for the customer. Including making sure the tech performs the job correctly. Return a customer vehicle in the same condition received.

Just because a tech brings papers saying the vehicle is ready the advisor should be checking to make sure that is infact the vehicle is ready for customer pick-up.

Ive been fortunate and have had great success with service advisors. I also try and make a great relationship with them in a positive manner. I make sure to give them great scores with positive comments. In return i expect all work i need to be done correctly. I usually do not mind on the time frame because i am provided a loaner so i can continue to go to work everyday or whatever it is i need to do.

As for an example of a complaint of a bad magazine section that has to be one shitty person to actually put that on a survey as a complaint and the manufacturer should be able to review that and make an accurate notation.
Absolutely, advisors need to be held accountable to make sure they are doing a good job. Don’t even get me started on loaners. My boss REFUSES to give out loaners unless it’s $2000+ repair bill.
 

HEMI LOL

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But there does need to be surveys that affect the service advisors. Reason being i have seen service advisor refuse todo recall service because they decided it doesn't make enough money for a dealership. That is totally unacceptable and 100% needs to be tied to there pay.

A service advisor should be doing whatever they can for the customer. Including making sure the tech performs the job correctly. Return a customer vehicle in the same condition received.

Just because a tech brings papers saying the vehicle is ready the advisor should be checking to make sure that is infact the vehicle is ready for customer pick-up.

Ive been fortunate and have had great success with service advisors. I also try and make a great relationship with them in a positive manner. I make sure to give them great scores with positive comments. In return i expect all work i need to be done correctly. I usually do not mind on the time frame because i am provided a loaner so i can continue to go to work everyday or whatever it is i need to do.

As for an example of a complaint of a bad magazine section that has to be one shitty person to actually put that on a survey as a complaint and the manufacturer should be able to review that and make an accurate notation.
hmmm, dunno why an advisor would refuse to do a recall, its actually law now and all makes have missed recall performance reports that absolutely MURDER you if miss a recall or do not perform one. I feel like this is one of those wives tales that gets passed around, like not wanting cover things under warranty. thats is not the advisor or even the department, thats the manufacture. I never care, as long as it was covered in the system I get paid paid just the same for it. warranty/recall is easy money.

advisors do so much more than I think the general public understands. ive never been treated as poorly by a customer than at a dealership. the thinks people say are frankly embarrassing, for them. ive had so many people come in irate, yelling and cussing(in front of their small children, pro move there) about how their blue tooth doesn't work. you know how many times they have it tuned off on their phone? 95% of the time. then when you kindly show them, they are flat out retarded...then you get too responses. they turn nice as peach pie and kinda and sweet or they get even madder realizing they load up they nasty ass kids in the car to come down across town to have some dude flick a setting on their phone. " NO WAY NO, the car is turning off the Bluetooth on my phone! this is UNACCEPTABLE!!!!" Then you try to explain, once again nicely as you are probably getting surveyed for this, that the car turning off their bluetooth is impossible you get chewed on again and we need to talk to a manager now.

I am so glad I gave that up. I feel bad for all advisors at this point. and yes there are just terrible people that write service but in my 24 years at a car dealership I have seen so few of those, at this point I will alway side with an advisor when I hear "horror stories" at a service department. the genreal public is horrible.
 

Mpoitrast87

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hmmm, dunno why an advisor would refuse to do a recall, its actually law now and all makes have missed recall performance reports that absolutely MURDER you if miss a recall or do not perform one. I feel like this is one of those wives tales that gets passed around, like not wanting cover things under warranty. thats is not the advisor or even the department, thats the manufacture. I never care, as long as it was covered in the system I get paid paid just the same for it. warranty/recall is easy money.

advisors do so much more than I think the general public understands. ive never been treated as poorly by a customer than at a dealership. the thinks people say are frankly embarrassing, for them. ive had so many people come in irate, yelling and cussing(in front of their small children, pro move there) about how their blue tooth doesn't work. you know how many times they have it tuned off on their phone? 95% of the time. then when you kindly show them, they are flat out retarded...then you get too responses. they turn nice as peach pie and kinda and sweet or they get even madder realizing they load up they nasty ass kids in the car to come down across town to have some dude flick a setting on their phone. " NO WAY NO, the car is turning off the Bluetooth on my phone! this is UNACCEPTABLE!!!!" Then you try to explain, once again nicely as you are probably getting surveyed for this, that the car turning off their bluetooth is impossible you get chewed on again and we need to talk to a manager now.

I am so glad I gave that up. I feel bad for all advisors at this point. and yes there are just terrible people that write service but in my 24 years at a car dealership I have seen so few of those, at this point I will alway side with an advisor when I hear "horror stories" at a service department. the genreal public is horrible.
Literally yesterday I had a customer come in and tell me the dome lights weren’t coming on when the doors open. I said “ok no problem let’s take a look” I see the dome light switch it turned off so I turn it back on and say “alright you’re good to go” and this lady ripped me out saying that I’m sexist and I was accusing her of being stupid for not knowing the switch was off. It’s truly unbelievable.
 

coposrv

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I can’t stand the mask shit. Its pointless and in my opinion doesn’t do shit. But, if wearing a mask helps keep my friends businesses open I’ll play along.


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72MachOne99GT

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Literally yesterday I had a customer come in and tell me the dome lights weren’t coming on when the doors open. I said “ok no problem let’s take a look” I see the dome light switch it turned off so I turn it back on and say “alright you’re good to go” and this lady ripped me out saying that I’m sexist and I was accusing her of being stupid for not knowing the switch was off. It’s truly unbelievable.

Was she a woman?
Was the dome light off button the cause of the dome light being off?


If yea to both, then you’re a sexist.

Sorry bruh, take some classes.
 

xblitzkriegx

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Honestly, I don't see the big deal with wearing a mask indoors, if it helps prevent people from getting sick. I wouldn't make a big stink about the question. And I have questioned the seriousness of Covid-19 right from the beginning.

if its not a N95 mask, its useless, but wearing any mask makes other people FEEL safer. that what all this stupid bullshit is about, feeling safe. speaking of N95 masks, there have been huge counterfeit mask seizes from "off-shore" companies delivering to the states, wonder where those came from...
 

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