I’ve often heard top process people say something like “The first step to process improvement is understanding what needs to be improved.” Knowing, they say, is half the battle.
We mystery shop hundreds of dealers each year and like to think we learn something new with each shop. Certainly, the shop reports can be eye-opening for the General Managers and Dealer Principals, but we sometimes uncover activity or behavior that even we’ve never seen before.
Whether we’re conducting a 30-day or a 7-day shop for a client, we read every text message and email, and listen to every voicemail. It’s because of this thoroughness that we reveal the sometimes dealer-unfriendly activities that our clients had no idea were occurring.
Moreover, none of these actions were recorded in their respective CRM tools – this means these dealers would likely never have learned they were happening. It’s impossible, of course, to correct negative behavior of which you have no knowledge.
Three Shops; Three Interesting Discoveries
Three of our recent shops were especially informative – and potentially costly for the dealers involved. And, while what we learned could probably fill more than a dozen blog posts, I wanted to share just our three most interesting learnings: