Unwrapping the R.I.D.I.L. of lost trust This is the second in five monthly articles that discuss how everyday behaviors and attitudes can wreck customer satisfaction. I use the acronym R.I.D.I.L. to describe them. Each has the potential to irritate and frustrate customers, and cost their business. About the first of
Some everyday interactions can wreck customer satisfaction. I identify these unfortunate interactions by the acronym R.I.D.I.L., which shouldn’t be a mystery at all once understood. This month we’ll talk about the first misstep that hurts customer satisfaction: Rudeness. Incivility or rudeness is easy to understand when you are its recipient.
F&I tools like e-menu software are like an electrical power strip for a dealership. They enable all sorts of other “appliances” to be connected. For instance, dealers in a recent study by MaximTrak said F&I menu software helps them observe and manage to achieve peak outcomes, including: Penetration by product
Fifteen minutes, a quarter of an hour – not much time, really. Unless of course you’re spending 15 minutes: Waiting while police run your plates On hold with your internet provider Waiting for the doctor Idling at a railroad crossing when in a rush Depending on where you are and