Toyota Customer Satisfaction Survey

From my experience as a service advisor, what he said is ABSOLUTELY true. At my former job, service advisors made approximately 3% commission on work and $8.00 base pay. Now, I hated that we were paid on commission, but that's an issue for another time. Our customer satisfaction rating impacted commission. It worked like this:

Average Satisfaction over 80% = full commission
Average Satisfaction BELOW 80% = 1/2 commission (I.E. everything is cut to 1.5%).

Here's where that was truly F***ed up. It was on a scale from 1-10, but was scored like this:
10 = 100%
9 = 90%
0-8 = 0%

So essentially, the only score we could afford to get was a 9 or 10. Otherwise, it was a 0. ANYWAY, getting back on topic.

A service advisor's job is customer service, true. Where they get screwed is when techs do a poor job (or don't do the job). The advisor cannot stand out there and watch every tech do every job, so its bound to happen. He did the best he could and made sure it was fixed, and fixed correctly. By that standard, he pulled through and did his job, and the tech's screw up should not reflect on him.

*Disclaimer: This is only how it worked where I was employed, Toyota may be different.

 

I'm sorry in this instance you're wrong. I've watched each time!

And the tech/mechanic (whatever they are called) doing work on my truck isn't the asshat/dipshit they just hired off the street to do oil changes.

Back to original thread topic....sorry for getting off track.

 

Exactly Executive Leadership 101 - some of the delegation negatives are it can be risky and it might not be done properly. And a big one, give credit and don't blame.

 

The way I look at it, if you give a good rating for a sub-par job you are only making things worse for everybody else. There are 3 dealers near me and 1 is average at best, 1 is decently good, and the other is terrible. The terrible dealer actually recently changed their name, I'm assuming because they've gotten such a poor reputation. I don't feel good causing people to lose money but at the same time, for my own job if I don't do well there are bad consequences so I always try to do my best. Same with anything else, so don't give them a good rating if they didn't do a good job.

 

who gives a shit about him ?

you got bad service put that in the survey no more no less you did your part

 

I'm not trying to rag on you, but in my experience service writers know little or nothing about autos. The explanations/comments that I've heard some of them make are unbelievable. How a dealership could hold someone like this responsible for shoddy mechanical work makes no sense, but that's how the world works I suppose. Steelhd did a good job of covering this.

A legitimate shop should have a foreman in the work area overseeing activity and assisting techs when needed. He's the guy who should take the fall; not a service adviser who doesn't know a spark plug wire from a crescent wrench. The foreman is not to be confused with the service manager.

 

Requesting a certified Toyota Tech to work on your truck IMO is about as useful as demanding your plumber have a PhD in Economics.

 

I never said I requested it....my service advisor offered it after my bad experience with the idiot oil change tech. I've got a good relationship with my service advisor and my tech - sorry you're experiences haven't been as positive.

 

Right....I'm sure one of the most successful companies in the world has no documented process in place for various levels of certification amongst their mechanics/technicians.

 

My point wasn't related to my experience but rather the pointlessness of being a "certified" Toyota Tech. That title means nothing. You don't need a special two week Toyota Auto College certification to change oil.
You don't need it to do anything as a matter of fact.

 

Got it....I don't disagree for oil changes.

 

Mind if I ask which dealer?

 

Berlin City in Portland.

 

Thanks. Figured it might be somewhere 'down south' . Options limited up here.

Now back to the regularly scheduled topic...

 

A mechanic/technician title infers skill/serious training. Lube techs do not fall into that category. Service writers are not technicians. They are trained in the art of salesmanship.

 

What a piece of shit. zero professionalism. is this a guy you would trust?

 

Right...I don't disagree. Not sure how we got on this track. My point a while back was that lube techs were doing my oil changes & tire rotations.....then after a bad experience, my service advisor offered for a mechanic/technician (I'm guessing they have various levels of those) to do my regular maintenance. I was able to confirm that he in fact did that work, versus a lube tech.

Nothing more to see here folks.....carry on!

 

OK...

There is no place like home.

 

This is why I don't like going to the dealership... Each time I go I felt like I'm getting rip off. They don't fawking explain jack shyt, unless you ask

 

my dealer rocks the fucking house I feel bad for everyone else bitchin.....they won't even let me spend
more money than I need to, without arguing about it