Mercury Marine has named two Canadian dealerships among its 2010 Service Customer Satisfaction Index (Service CSI) Award-winning dealers.
Rod's Power and Marine, Tofino, BC, was named to the exclusive list for a second consecutive year. “We do warranty repairs in a timely fashion – usually the same day or the next day,” says Owner Stephan Zilliken. “Part of our success comes from having repair parts in stock.”
Woodlake Marine in Keewatin, ON was also honoured with a CSI award from Mercury. “We put the customer first,” says Shawn Metail, Woodlake Marine's Service Manager. “With the boating season so short in our area, we try to make sure that we have the right parts in stock so we can get our customers back in the water as fast a possible. Also, we have a very experienced service staff and it's rare that a repair ever has to come back.”
Mercury Marine began the Service CSI program in 2006, which recognizes dealers for their commitment to excellent customer service. “This award really is quite an honour to win,” says Gary Coleman, Mercury Marine Canada's National Service Manager. “Dealers need to maintain at least a 90 percent average CSI score over 12 months to receive this award. Any repair worth more than $50 generates a letter that's sent our to customers, asking them for their service experience feedback. A dealer needs to receive 25 return letters over the calendar year to qualify for CSI award consideration.”
Coleman believes there is potential for even more Canadian dealers to receive the award next year. “There's no question in my mind that there would be even more dealers in Canada receiving CSI awards if they made a little extra effort to follow up to make sure their customers filled out these letters after a service visit. This a valuable tool for dealers. They get a crystal award and a banner they can hang up in their dealership.”