"Your Recent Service Experience" Emails.. Mad service advisor

I was thinking that this same remedy might be the solution. Personally my leafs squeak, but they are Deavers and have been through some mud which is the culprit. I would totally be annoyed though if I had a stock vehicle and was always squeaking. Its unfortunate about the issues that seem to plague this gen in many different avenues.

As far as that rating, personally I would respectfully write the guy back stating that I "could not honor that request." I believe that these surveys were created to reflect the integrity of the work performed and my word as well. Being constructive in life is how we go forward and make for a better tomorrow, but to entertain this lack of excellence is not something I will encourage. I hope you will understand.

Not that you need to be this humble about them should you consider entertaining anything further from that dealership, but lies only pass the problem onto the next guy. As others have said, if you cant make meet ethical and honest work standards, then maybe you do need to remove yourself from this sort of profession as customer service and standing behind your work should be number one. To disguise yourself hurts everyone for the long haul.

 

Sorry but i think if you did the research first, you would have seen that the Tacomas leaf springs are always squeaking. A few Aftermarket ways to fix that, but as for factory, i think everyone here can tell you theirs squeak.

 

They don't squeak if they are in working order. Mine squeaked so badly I had them replaced under warranty. They were deemed faulty due to the bushings. I've been squeak free for 10000 miles now.

 

My leafs didn't squeak, but then again I fluid filmed them really well, that may have been why they didn't squeak.

 

They really do get paid or bonuses on their customer satisfaction scores.

I've missed $1000 bonus by 1/100th of percent, because someone wasn't happy with the complimentary pastries that were offered in the lobby.

It's a pass/fail 100 or zero kinda thing.

 

I think its good to have surveys, it gives the consumer a voice. Sounds like companies need to learn how to use them better, or is it their way to keep more of the customers money and pay employees less?

 

That or they are using them for the wrong reasons instead of the real reason for their implementation.

 

They use them in the wrong ways and they are frequently not objective either. I kid you not, part of my deal for my pickup was giving them 5 stars in everything in the dealer review. It cost me nothing so I was willing to have that to be part of the deal. That is a huge flaw for their internal metrics though.

 

Makes you wonder if you had that in writing and forwarded that to corporate, how they might take that?

 

I don't think it was in writing, just part of the verbal deal before all the paperwork. I think nothing could have been done on their behalf if I didn't honor it, but I am a man of my word. I am sure corporate would shit a brick if they caught a dealership doing that though.

 

True, but it would of been interesting if you had said "If I get that in writing, then I can do that." I bet they would of wanted to know why, and then you could of asked why do they want you to forge a review?

I seriously would of asked why though unless you KNOW they had the deal of the year. That is just too suspect for me to pull the trigger on a new truck that can be found in most places if they are that hell bent on reviews. It tells me up front that regardless, you cant bitch about anything formally from future services should they not live up to the Toyota standard of "excellence."

 

Dang thanks for everyone's replies. I know it's a weird setup they have for that and I feel it shouldn't fully affect them. I'll wait to see how my case with corporate goes before spraying them.

 

I like how that was thrown in there. I too suffer from a squeaky leaf spring. Can this be found at Lowes/Home Depot?

 

Yes. Lowes is my go to for this. They have a good penetrating oil selection.

 

The problem with using penetrating oil is it washes off, the problem with using a thick oil is it might be hard to get it to the squeak. Just keep lubing until you find the spot and try to use thicker oil so it stays on.

 

If your going to use penetrating oil then go find some Kroil, its the best stuff next to making your own out of tranny fluid and acetone mixed 50/50

 

Thanks for the tip. My girlfriend already agreed to jumping up and down in the bed of my truck as I spray this stuff on there. She only weighs 118lbs though... I'll have to get her to bring her hot friends, then set up a camera....and sprinkler system...

 

As I first read this, was thinking there is something else to increase the bounce, then you upped the game to a way better level. Subbed for vids.

 

I agree. People here are more than willing to write a post, whether it's positive or negative, rather than complete a simple survey that could benefit them and other future customers with their overall experience. For someone to expect to get paid for their time to complete the survey is out of their mind, imo. It takes 5-10 mins of your time (maybe complete it during your next shit?) but it goes a long ways for not only the company but the customer themselves. This is the point of the survey.

I'm a service advisor for a premium brand. We receive a small bonus if our CSI score is greater than 90% for the month. We are paid on parts and labor. The percentage is different for customer pay, warranty and internals.

My recommendation to the OP is to take it back to the original dealership to give them an opportunity to correct the issue. Request, don't demand, that they cover the rental expense while they make the repairs. Keep in mind, a person's attitude has an impact as to how far the dealership is willing to go to assist you along with the issue. If you walk in, acting like a total douche, they will more than likely tell you to pound sand.

 

Where do you get the survey forms. I have both couple of service advisers and a tech I want to give top star+ ratings to if it affects their pay. They are "off the chart" great people!!!