Customer Focusthanks so much to anyone who help me correct this
At Park Place Lexus, the company work really hard to satisfied customer satisfaction. The company doesn't just focus on making their employees happy or listening to what they have to say on how to improve their quality, but they focus more on their client (customers) to find out how their company could improve the client needs and expectations at two of their locations in Texas. Park Place Lexus has one very affected technique that they used to obtain information from various sources to define market segments and target clients, that techniques is the "Listening and Learning Process." By using this technique it allows Park Place Lexus to identify the types of client and potential clients that live in the surrounding two areas owned by Park Place Lexus and to identify client need and to exceed their expectation.
There are many access points for client feedback that are being use in the dealership. One of the most significant access points is the use of "suggestion boxes," which are located in and around the important area of the dealership, where the clients and employees can have access to the box easily. The suggestion boxes are check very often by the human resource employees and are then input into the computer system, where it send the suggestions message to the manager to be discuss later on in the manager meeting. By doing that it allows manager and other employee to continuous improving their product and satisfying it customer wants and needs whether is adding new loans service, adding more vending machines, or even adding free feature for the car, and improving the dealership customer service. After reading all the suggestion messages, the company management team sends out thank you message to the clients and employees for their suggestion feedback. That is what I called pure quality.
Another access point to the listening and learning process is the complaints system. Park Place Lexus takes every complaint seriously whether it is the employee or the clients. And work to resolves the complaint quickly. All the employees have access to the online "Clients Concern Resolutions," system to log any complaints they receive. After the concerns have been resolve, whether is on phone or in-person, the department managers will provide "follow-up call" to see if the resolution has meet or exceed the his or her needs. By doing that Park Place Lexus are building loyalty between the employees and customers.
Focus groups are also another key access point of the Listening and Learning Process. Focus group allows the company to see what kind of thoughts the clients have on their product, dealerships, and service. This Sessions are open whenever changes in client expectations are identified, when researching new opportunities or when preparing for strategic planning.
At Park Place Lexus, is all about building relationship with the clients so they can have a sense of excellent quality at Park Place Lexus. The relationship starts when the clients first step foot onto the dealership property. Employees are trained to greet the clients in certain way and make them feel as comfortable and relaxing as possible and offering them drinks. The atmosphere at the dealership is very soothing and luxury. The reason behind this relationship building is because they once lost many of their clients due to lack of relationship and not so luxury atmosphere at their dealerships. As a result, by reading clients feedbacks, it provided the opportunity for the dealership to be more interactive with their clients and employees.
One of the interesting access points that Park Place Lexus does is known as "follow-up process," after about several days after the client received the product or service. The dealership will either do a "follow-up call" or "follow-up survey" by mail. This is to obtain information on clients experience with the product or service. Follow-up call also allows them to hear any constructive feedback about their sales or services experience. The feedback is then read like a suggestion card and is used to improve the sale and service process later on in the future.