Client and Participant Testimonials

"Good Morning Sally,

I just wanted to send my email for you letting you know I have fixed all of the issues that we talked about in my Service Department, as well as making my 10 calls a day. Our Customers seem to really like us calling them now, and I have been getting a lot of surveys back with how amazing out service is. I actually had a Customer that had not been here in 5 years come back and seemed a little uneasy at the time of write. I asked him what seemed to be the problem and he said he had a badexperience the last time he was in, I then explained all of the changes we have made and to say the least the Customer was VERY happy and has sent me 3 new Customers! Your class has really helped me and I thank you for all of your helpful advice."

Ryan Ritter, Assistant Service Director - Cardinale Way Volkswagen/Hyundai

"Dear Mr. Perry, I just wanted to send a quick thank you for your time and expertise during the recent Service Process Management class that was held in Jessup, Maryland. It takes a certain dedicated individual like yourself to present such a class act to group of people who may think they have all the answers. No matter how long anyone is in this business, it never hurts to get a different look at the trials and tribulations that we all face on any given day. I hope to have the pleasure to be a part of any future presentations that you may be involved in."

Neil Berger, Service Manager, Piazza VW of Ardmore

"I wanted to let you know I have been following up with customers per my set goal and I am seeing an improvement in my CEI scores (and volume) because of it. I was even able to turn a potentially terrible survey into a 100% thanks to a follow-up call. I discovered that there had been a misunderstanding between a customer and my fellow advisor during a pick up (I was off that day), and I resolved the concern over the phone. The following day I received that 100% survey from them!"

Robert Lackey - Service Consultant, Fowler VW

BTS Develops RASE Course for Volkswagen

BTS is excited to launch a new Instructor-led Training program to prepare the U.S. Volkswagen Retailers and their service teams for a Business Excellence Model called RASE: Retail AfterSales Excellence.

What is a Business Excellence Model? Business Excellence Models are based on best practices that, when applied consistently within an organization, help to focus thought and action in a more systematic and structured way that leads to increased performance.

This model developed after extensive research by Volkswagen AG is now being piloted in the U.S. and is comprised of best practices and key performance indicators that were compiled following research of the top 25 performing Retailers in the top five performing markets: Germany, Austria, Switzerland, Turkey and Argentina.

The objectives behind RASE are to support Volkswagen’s efforts to boost sales and customer retention internationally by improving performance in:

Customer satisfaction and loyalty
Market penetration – sustainably increase sales revenue in Service
Dealer satisfaction
Service quality

The Instructor-led training will introduce Service Managers to the RASE model to enable them to improve Service and Management Performance. The program will also provide Service Managers with the leadership and coaching skills necessary to improve department performance, increase communication effectiveness and develop a strategy to launch RASE at their dealership.

Case Studies

Case Study: Luxury Sports Car Manufacturer

Situation

A luxury sports car manufacturer who is known for premium products and brand strength has recently introduced an SUV and is planning to introduce a sedan. The luxury car manufacturer knows that new types of customers will be visiting their showrooms and service departments and that their Dealership personnel need to be able to deliver a high quality ownership experience to their new customer base in order to be competitive in their desired new market segments.

Case Study: BTS Consulting Formulates Another Successful Business Strategy

In 2010 the Northeast Region of Volkswagen tapped BTS Consulting & Training to facilitate a business development planning session with Dealer Tire. During this session BTS assisted the parties in:

Case Study: Major American Auto Manufacturer

Situation

A major American automaker's online excellence certification program, which had been in operation for several years, was fraught with stale and extremely confusing test questions thereby discouraging participation and increasing the volume of question appeals. The task for the BTS team was to develop meaningful questions that challenged the participants without angering them and to boost participation while at the same time preserving the integrity of the test to maintain its purpose as a measurement of excellence.