Resource topic

process audit

Find the Broken Promise Behind Your CSI Score

Walk five recent deals end to end — ad, BDC call, CRM handoff, showroom, delivery, follow-up — and find the exact sentence where the customer's expectation stopped matching what your store does. You'll leave with two assigned fixes instead of another survey-score conversation.

A Monthly Dealership Mystery-Shop Program That Produces Assigned Fixes

You'll be able to run four mystery shops a month across internet leads, phone-ups, trade forms, and credit applications, and score each one on nine yes/no items. Then you'll sort every failure into person, process, or tool, and assign three fixes with owners and due dates.

Audit the Gap Between Your Sales Reports and What Actually Happens on the Floor

You'll get a four-column audit for comparing what your dealership reports claim against what you observe on the floor over 12 real deals. By the end you'll know which two gaps to fix, who owns each one, and how to check in 30 days.