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Posted: 10/30/2004 1:03:57 PM EDT
I've been to 3 Ford dealers in the recent past getting my wife's Explorer serviced, and in all three places (3 different dealers) the service managers made a point to point out how important it was for me to be "Completely Satisfied".  One of the service managers must have mentioned it 5 or 6 times that it was imperative that I describe myself as "Completely Satisfied" on the survey I would receive in the mail. The guy was almost frantic. Are these service managers getting some sort of bonus if they get a high rate of customers who are "Completely Satisfied"? Any dealer mechanics out there?
Just curious. Maybe I can squeeze these guys for a free oil change or something
Link Posted: 10/30/2004 1:06:28 PM EDT
Because it is tied to their compensation.
Link Posted: 10/30/2004 1:33:33 PM EDT
Blue Oval Certification, it gives the dealer a better relationship with Ford  Motor Co, the dealer will get better pricing on new cars, wholesale costs on parts and various programs in the service dept.  The dealers must maintain a standard set by Ford Motor and the dealers are scored against each other in their region.  The service managers and service writers do get a extra $$$$ from the program, but they will also get booted by the dealer if their rating goes too low.

If you are satisified with their service, forget the oil change, the best play for you is to make sure the service manager knows you gave them a perfect score, this way if any future problems come up, you most likely will be taken care of and try to use the same dealer.  Just to give you an example, they have something called a "Good Will" account, if your outside of your warranty period and your transmission goes, they could use Good Will money to fix your car free of charge to you.
Link Posted: 10/30/2004 1:45:45 PM EDT
That's excellent advice hapjack, thanks
Link Posted: 10/30/2004 1:57:22 PM EDT
As a former ford car salesman, i can tell you this with complete 100% absolutely certain honesty. The salesmen and service personnel are rated on their performance and those surveys you take. Anything other than Completely Satisfied is rated as a failing grade. Thus, you get less bonuses, less opportunities to earn more money. It's all around bs, but hey thats how they do shit.
Link Posted: 10/30/2004 1:59:34 PM EDT
the salesman when I got my Chevy said that corporate bitches them out if it's anything less than the highest rating. I rarely give that even if I had no problems
Link Posted: 10/30/2004 2:07:20 PM EDT

 Automakers have finally figured out that that how you are treated at their dealers plays an important part in repeat purchases.

 Dealers for the most part are independants.  If they screw you in the service department, they hurt the MFG.
Link Posted: 10/30/2004 2:22:41 PM EDT
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