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Clean Up Your Act!

You�ve heard the saying, 'Cleanliness is next to godliness'.

Well, consider that the opposite may also be true when it comes to issues related to customer satisfaction!

Research clearly indicates that customers care a great deal about cleanliness. And they let you know about it on surveys that address everything from the delivery of their vehicle to the restrooms at your dealership. Here is a quick run down of the things customers notice that impact their satisfaction:

Cleanliness of the inventory
Debris and cigarette butts outside the facility
Location and condition of garbage recepticles
Condition of the floors, walls, and counters in waiting or serving areas
Condition of service bays
Condition of the vehicle inside and out at delivery and service completion
Restroom cleanliness, smell, and age of fixtures
Kids' play areas and sanitary condition of toys
Cleanliness of personnel with whom they come in contact

It�s also important to consider your internal customers because the environment of your dealership has an impact on the attitudes, and possibly the health, of your vendors and employees.

Spring cleaning

Those of us in the baby boomer generation have experienced the annual spring cleaning in our homes. It�s a good idea to perform annual deep cleaning of your entire facility including paint and ventilation systems. But that doesn�t mean you can neglect other areas for a year!

Inspect what you expect

To bring your dealership up to the appropriate standards, notify everyone as to what you expect. Next, post an inspection sheet for each area based on hours, days or weeks and include a signature line. Empower your people to take action and watch them shine. Then watch your facility begin to shine!