Client Services Management Associates

A large major brand dealer ranked 173 of 176 in region in Customer Satisfaction Index. (CSI) The manufacturer said "Fix it, or lose the franchise."  The original CSM Associate created a new department to "Fix it."  The CSM Associates increased rank to 7 of 176 in four months to save the franchise.

A star sales associate in a luxury dealership averaged 70% in CSI where 95% was passing. He was warned that he could lose his job if his performance did not improve.  The CSM Associate was assigned to help at the beginning of the final quarter and raised his CSI to 100% by year end.  He achieved Salesperson of the Year for the store in part because CSI was weighted as 1/3 of the score. 

A CSM Associate team was created for a luxury brand dealer. CSI stayed near perfect as the existing salespeople doubled sales volume.  

After a position change and a new opportunity presented itself, the original CSM Associate received the "We have to talk" call to fix a new CSI problem. Another year of exceeding CSI goals resulted.