Culture & Love · Chassis · Your Business as a Machine / Wow! Service
Service is the guardian of reputation
Happy customers refer. Unhappy customers make marketing more expensive. There is a dotted line from Service back to Marketing.
Referrals are the cheapest lead. Complaints are the most expensive.
ChassisGMOwner
Tactics by seat
Every manager (Chassis)
- Treat every callback as a moment of truth. Speed and ownership beat excuses.
General Manager
- Connect service issues back to the department that caused them. Close the loop.
Owner
- Measure referral rate as a marketing KPI, not a nice story.