Water Well Journal
Issue link: https://read.dmtmag.com/i/752472
1. "On your recent repair order did we do everything you expected us to do?" A yes, a no, or in some cases an explanation—all of which must be written down. 2. "Did we complete the work in the time we said we would?" If no, then a follow-up question: "Were you told how long it will take?" 3. "Was our repair performance what you expected?" Again yes, or no, or with an explanation. 4. "Is there anything else we should have done during the repair?" Getting Results If we get serious about serving our customers and follow up all our parts and service transactions with a direct customer call, we will improve our customer satisfaction—which should improve our customer retention. And customer retention will directly improve our profit-ability. There's something I think we can all agree would be a good thing. The time is now. WWJ Ron Slee is the founder of R.J. Slee & Associates in Rancho Mirage, California, a consulting firm that specializes in dealership operations. He also operates Quest, Learning Centers, which provides training serv- ices specializing in product support, and Insight (M&R) Institute, which operates "Dealer Twenty" Groups. He can be reached at ron@rjslee.com. Operated by NGWA, NGWREF is a 501(c)(3) public foundation focused on conducting educational, research, and other charitable activities related to a broader public understanding of groundwater. HELP SUPPORT THE NGWREF ANNUAL FUNDRAISING DRIVE Give online at NGWA.org/Give. Your gift to NGWREF's annual fundraising drive supports: * Grants to benet the quality of life for people in developing nations * Funding of water-supply projects in the United States * Leading-edge programming to advance groundwater science and technology * Scholarships to assist those studying in groundwater-related elds * Lecture series in water well technology, and groundwater science and technology. Every gift COUNTS! Twitter @WaterWellJournl WWJ December 2016 47