Don’t Sleep on F&I Complaints - Quick Action Means Less Headache
We all know the old saying…a customer has a good experience and they tell one person. They have a BAD experience and they tell 10 people. Fines, bad PR, and a ruined community reputation can have far-reaching impacts that can affect your bottom line.There are some common-sense strategies to help your store combat customer complaints in the F&I department and minimize their impact across the organization.
Let’s take a look at some easy ways to safeguard the department and minimize the damage…
Document, document, document.
Keep accurate records of everything a customer says, everything they sign, and everything pertaining to their interaction with staff. It cannot be said enough…having proof of everything throughout the F&I experience can be the difference when an accusation is levied. This also applies to any electronic communications such as emails between the customer and the F&I staff.
Document everything.
Don’t Waste Time - Address Issues Immediately
It’s easy to get so busy and wrapped up in closing deals that customer complaints go unnoticed for too long. Address them with the F&I manager immediately. Don’t let them pile up. By the time you get to it, you will be answering to an attorney or media outlet rather than simply the customer. Quick action and decisive resolution (if possible) can prevent months of hassle.
Be Consistent
Consistency is key when addressing a customer complaint. Have a set protocol in place with defined steps throughout the process. Who gets the complaints? How far up the chain do they go? What remedies are offered first? Second? Bottom line - do not fly blind. Complaints can affect ALL dealer profit centers (service, F&I, parts, sales) but if your store can implement a consistent process across the organization, it can be a strong first step to insulating it against future losses.
Click here to learn how truWarranty can help your dealership with critical compliance training to help guard against complaints and legal tangles.
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