FEATURE BY ERICK JAUREGUI PRACTICE FOR CONSISTENT PERFORMANCE Process Training with Practice is Critical to Deliver a Consistent and Exceptional Experience A s fixed operations professionals, we often hear the phrases " you must ask every single time, " or " it needs to be performed every single time. " The action of consistency is imperative to the success of the entire customer experience. Leaders of our industry utilize different KPI's (Key Performance Indicators) to measure consistency metrics. There are techniques to help build these skills within your department to arrive at the desired goals. However, practice is required before the performance of these skills will be effective. It is imperative to first have consistency in practice in order to ultimately meet the desired goals. This, in turn, will help with customer retention since, as a customer, knowing what to expect each time builds trust in your dealership. FACTORS IN A GREAT CUSTOMER EXPERIENCE * Proper process begins with the appointment. * Do you have proactive processes to simplify the next visit? * When was the last time you attempted to visit your store as a customer? * You must provide the same high-level welcoming whether the customer is visiting, or a valet is performed. * Do not allow a customer to meet you in your drive. 38