Chris Collins explains what a low Customer Satisfaction Index reveals about your leadership. The main culprits: no minimum performance standards, staff stretched too thin, no system for handling customers when they arrive, and skipping training on the basics. A leader's job is making sure the fundamentals work.
Okay.
What does it mean if your csi is low?
Okay, so what I would say is if your CSI is low, there's two things that popped in my head. One is that you don't have a minimum standard of expectation of your people and.
You'Re not focused on the customer experience.
Yes. And another thing it might say about you is you just don't think it's important.
Yeah. It's an afterthought that you think that CSI is a conspiracy and that nobody could see us.
I see.
So you buy into the whole luck fate. Yeah.
You're praying to the altar of csi.
Yeah.
Terrible sacrificing. Little white doves.
That's good. Okay.
Okay.
What about if I come into a service department and the people seem preoccupied, like nobody says hello to you. They seem like they're. They're busy, they're stressed out.
That you don't have a system for how to receive people. That's what that would tell me.
Right? That's good. What else?
I'm going back to. You don't care.
Yeah.
There's a lot of these that are probably.
That probably is the answer to everyone.
Stop saying that for everyone.
Let's just now still say it's funny.
Maybe your people perceive that they're overworked. Maybe they are and can't take any more.
Would there be a coincidence that somebody would be stealing cable and stealing from the company? Or somebody would be booked out three weeks and they also wouldn't hire more advisors, they wouldn't hire more techs, they wouldn't hire more advisors, and they would just let that pressure cooker just cook.
They would say they can't handle the expense.
And then what do they say? What do they call us and say? Christian. They call and they go, I need training, advisor training. And it's like, no, you need techs.
Yeah.
And then advisor training, but more techs with it.
Yeah.
Thanks so much for watching this clip of Service Driving Revolution. We're uploading new stuff every day, so make sure you subscribe and click the bell icon so you don't miss out. If you have a question you'd like us to answer on the show, call 8333 Ask SDR and we'll answer your question on the show. That's 8333 Ask SDR for special deals on our books and training. Head over to offers.chriscollinsinc.com that's offers.chriscollinsInc.com I'm Chris Collins and I'll see you in.
The next video, Sam.
