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Posts Tagged ‘HD Repair Forum’

Employment Issues Relating to COVID-19

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We have located a resource that we believe you will find useful in answering many of the important questions you are facing right now as an employer.

A regular speaker at our HD Repair Forum, employment attorney, Cory J. King, shares some good news – Automotive supply and repair and heavy duty collision repair in particular, is considered an “essential service,” supporting the critical transportation infrastructure in most, if not all, areas of the United States. This means that heavy duty collision repairers may continue operations while of course, complying with other federal, state, and local orders regarding social distancing, group sizes, etc.

Mr. King’s firm, FordHarrison LLP, has created a special Coronavirus Task Force to assist employers through the labyrinth of new and constantly changing laws, orders, and regulations affecting their workplace. This past Friday, thousands of employers from around the world participated in a webinar conducted by that Task Force.

The webinar covered the main issues employers are facing amid the COVID-19 pandemic and discussed best practices to help organizations mitigate the associated employment law risks.  A link to that webinar, as well as around the clock access to the firm’s extensive resources and materials, which are being updated several times a day to stay current, are designed to help employers through this pandemic and is available on the FordHarrison Coronavirus Task Force webpage. We encourage shops to take advantage of this free online resource. If you have industry specific questions, or need further assistance related to dealing with COVID-19 in the workplace or any other employment issue, Mr. King can be reached at (858) 214-3951 or cking@fordharrison.com.

If you have any questions, are looking to connect, or would like to share information regarding additional resources that may help the industry, please contact us or reach out to the organization’s Communications Manager, Jennie Lenk.

How Heavy-Duty Collision Repair Shops are Doing Their Part

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As the world watches the spread of the COVID-19 Coronavirus, people and companies are doing everything possible to stay healthy, stay in business, and reduce the impact of this illness on the healthcare system and the economy.

Over the past few days we spoke with a number of shops and companies to find out what they’re doing to keep employees safe and healthy while trying to reduce the spread of the virus. The purpose of these calls was to gather information and share that with the HD Repair Forum audience.

Following are examples of the steps shops and companies across the US have put in place:

Steps for Staff

  • Every shop we spoke with has all employees wearing gloves at all times. There is a constant exchange of tools and wearing gloves discourages touching around the face.
  • Vendors and other non-employees are not allowed in shops in order to reduce contact and exposure.
  • Lunches and breaks are not at the same time for every employee, thus avoiding everyone congregating in one place at one time (physical distancing).
  • Some shops are purchasing lunch for staff; this reduces risk of bringing an illness from homes, and it supports local food-service businesses that may be surviving by pick-up or delivery only.
  • Some shops have altered work hours and created new shift times, so some employees start earlier in the day and leave earlier, while other employees come and leave later in the day. This establishes little, or no overlap while having fewer people in the shop at the same time.
  • Some businesses have opened on weekends to further spread out their staff’s time in the shop, and allowing some people, who have children at home to work more flexible hours.
  • To reduce bringing illness to the business some are offering a safe, clean place to change and asking workers to consider leaving work clothes and boots at the shop.
  • More hand-sanitizer stations are being placed throughout the business and a good supply of soap at every sink and wash station.
  • Anyone with so much as a sniffle needs to stay home until absolutely healthy.
  • If any staff can work from home, even for some hours, try to support that.
  • If a company has more than one location, no staff is traveling to other offices
  • Staff meetings in some shops are limited to no more than 6. Keep group meetings small, in open spaces if possible, and have people physically apart from one another.

It is critical to have staff buy-in for the measures you are taking. Some people are taking this situation more seriously than others, and it is very important everyone is in alignment with the steps and measures taken for the safety of all. One way to do this is to ask your team members for their ideas on how to keep everyone safe. When they feel they have a voice in the process, they are more likely to support new mandates.

Steps for Customers

  • No customers are allowed in shops. Customers are met outside and at a safe distance.
  • Some shops are requiring scheduled appointments only to spread out the number of people coming in for repair work.
  • Do not reuse pens; when a customer signs an estimate or invoice, give them the pen to keep.
  • Photo-estimating is being utilized as much as possible.
  • All vehicles are disinfected before any employee gets in a vehicle. Key touch points are wiped down including but not limited to:
    • Door handles (inside and outside)
    • Armrests
    • Steering wheel
    • Seat belts
    • Any push-button areas on the dash and doors (radio, electric windows, thermostat, etc.)
    • Cruise control and windshield wiper controls
    • Glove box and center console
    • Shift levers and knobs
    • Hazard light buttons

When all work is complete, the vehicle should be disinfected (following the same steps as above) before delivering it to the customer.
It is very important to communicate these measures with customers, so they know your procedures and feel safe when working with your company.

Steps for Leadership

  • Lead by example; if you ask your team to take certain safety measures, you should be abiding by those same measures or they won’t take you seriously.
  • Listen to your team. Many people are losing jobs right now. Kids are at home because schools are closed. Some products are not available on store shelves. All of this is creating stress. Anything you can do to give your employees some level of comfort in their roles will help with productivity and their overall well-being.
  • Look at opportunities to acquire products that your staff cannot get at a store. One shop had a large order of paper towels and toilet paper that they were able to share with their staff.
  • Stay informed of local, regional, and state mandates; they are changing, sometimes daily, and you need to be ready to make adjustments. Some states are requiring shelter in place or mandatory quarantines.
  • If possible, keep in touch with local officials. Your business may be able to help in some way.
  • Contact other shops and share ideas, challenges, and solutions. The HD Repair Forum was designed to promote networking within the industry and now is the time to take advantage of communicating with your industry peers.
  • Most importantly, keep yourselves, your team, and your customers safe. This is your highest responsibility.

In speaking with some of the vendor companies, many are cutting travel for their staff so communication and orders should be made by phone and email. Be patient with them as some of those companies are able to shift their efforts to the medical community. Gloves, dust masks, and head socks are difficult to come by right now, because they are being sent to medical establishments. Within your own shops, DO NOT REUSE THESE ITEMS! But do not be wasteful either, they are in high demand right now.

In addition to the many steps listed above, if you are taking additional actions at your place of business and you would like to share them, please let us know. Information is empowering, and this is certainly a time to help one another any way we can.

If you have any questions, are looking to connect, or would like to share the additional steps you are taking, please contact us: www.hdrepairforum.com/contact-us/

HD Repair Forum Cancelled Amid Evolving Concerns for Health and Safety

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Katy, Texas, March 13, 2020 – The 3rd Annual HD Repair Forum, originally scheduled for March 24th-25th in Fort Worth, TX, has been postponed, due to the evolving situation with the COVID-19 outbreak and efforts associated to reduce rapid spreading of the virus. 

Organizers of the event are in the process of rescheduling the Forum to take place later in the year. Announcements for new dates and hosting venue, for the largest gathering of heavy-duty collision repair professionals, industry leaders, and executives will be made in the coming weeks. 

“We apologize for any inconvenience but, under the circumstances, this is the best decision for everyone involved. The health and safety of our attendees, their families, and their colleagues is our first priority,” stated Brian Nessen, HD Repair Forum President. “We look forward to hosting the event in the coming months where we will continue the networking, collaboration, and industry progress that our sponsors and attendees have grown to expect.”

The HD Repair Forum will continue to provide industry information through the monthly HD Repair newsletter, the organization’s social channels, and its website, www.hdrepairfourm.com

For questions, please reach out to the organization’s Communications Manager, Jennie Lenk.

Steve Beck and Aaron Lowe Showcased at HD Repair Forum 2020

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Steve Beck will have a significant presence at this years’ HD Repair Forum. Beck’s motivational and entertaining keynote speech will provide attendees with tips and suggestions on how to have a Great Day, Every Day. He will guide the audience through understanding our ability and influence to make every interaction a positive one. His insightful, energetic, and passionate approach will be on full display day one. 

After addressing attendees at the general session, Steve will deliver a fast paced ninety-minute seminar on “Coaching Employees”. Beck’s approach to coaching employees will leave you with tools and action items you can immediately implement in your place of business to get the most out of your team. Beck’s breakout session takes place during the fist of six afternoon break-out sessions taking place over the course of the program.

Right to Repair legislation dominated industry headlines almost ten years ago. It also changed the face of the industry. Aaron Lowe, Senior Vice President of Regulatory and Government Affairs at the Auto Care Association was at the forefront of that legislation. He led an effort to ensure the industry had access to the data needed to properly repair vehicles. 

Many years later, Right to Repair is taking center stage yet again. The latest advancement in technology specific to telematics is causing shock waves across the country and in Washington D.C. Aaron will provide an update on what is happening in Massachusetts and in Washington D.C., and what impact it will have on the heavy-duty collision repair industry. 

Collision repairers, shop owners and management, fleet repairers, OEM/manufacturers, insurance professionals and appraisers, equipment/service/technology companies, and any others serving the heavy-duty collision repair industry are encouraged to attend the HD Repair Forum, taking place March 24th & 25th in Fort Worth, Texas. 

Online registration is available. www.hdrepairforum.com/register
For additional information on the complete two-day agenda: www.hdrepairforum.com/agenda

Additional Inquiries may be sent to Jennie Lenk: jenniel@hdrepairforum.com.

HD Repair Forum Announces Formation of Committees to Address Collision Industry Setbacks

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HD Repair Forum, the collision industry’s largest gathering of heavy-duty repair executives and leaders, is proud to announce the creation of four committees: Education, Technology, Parts, and OEM Repair Standards.

These committees have been established to address the macro-level issues found throughout the heavy-duty collision repair industry and are co-chaired by leaders from various segments of the market. Insight on the direction of each of these committees will be presented during the 2020 HD Repair Forum being held March 24th – 25th in Fort Worth, Texas.

“The purpose of these committees is to address challenges and solve problems throughout the year, not just during the HD Repair Forum. The key to the success of these committees is strong leaders who share a passion to drive change and a vision for a path that improves the industry for all stakeholders.” Brian Nessen, HD Repair Forum President and co-founder shares. “We are fortunate to have this diverse group of leaders pave the way for a brighter future.”

Education Committee Co-Chairs
Doug Schlueter – I-CAR
Brandon Eckenrode – CREF

OEM Repair Standards Committee Co-Chairs
Kevin Clary – Daimler Truck North America
Rohit Mathew – Carlisle & Co.

Parts Committee Co-Chairs
T.J. O’Hanlon – Navistar
Mark Polzin – Budget Truck & Auto

Technology Committee Co-Chairs
Chuck Olsen – AirPro Diagnostics
Aaron Polzin – Budget Truck & Auto

A complete list of committee members and mission statements are available on the committee pages of the HD Repair Forum’s website.

Collision repairers, shop owners and management, fleet repairers, OEM/manufacturers, insurance professionals and appraisers, equipment/service/technology companies, and any others serving the heavy-duty collision repair industry are encouraged to participate. If you are interested in learning more about the committees or contributing, you may send your inquiries to Jennie Lenk. As evidenced by the diverse cross section of companies and individuals currently serving on committees, all industry stakeholders are welcome to participate.

2020 HD Repair Forum Opens Sponsorship Positions

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Plans for the third annual HD Repair Forum have been confirmed. The 2020 event is scheduled for March 24-25 at The Worthington Renaissance Fort Worth Hotel. Registration is now open and sponsorship opportunities are already being booked. Companies interested in having a presence at the HD Repair Forum are encouraged to book now as sponsorships are limited. More information can be found on the sponsorship page of the website.

“The HD Repair Forum brings together the stakeholders of the heavy-duty collision repair industry in an effort to provide attendees with a unique opportunity to discuss trends, address industry challenges, and evaluate key business strategies.” explains Brian Nessen, President of the HD Repair Forum. 

The 2019 event saw significant growth from its inaugural meeting. With the guidance of advisory board members and constituents, the HD Repair Forum is addressing the needs of the industry. A few highlights from the 2019 event include presentations from Daimler, Navistar, Peterbilt, Volvo, Heavy Duty Manufacturers Association (HDMA) and I-CAR. Session topics focused on a myriad of industry issues such as advanced driver assistance systems (ADAS), electric and hybrid vehicles, liquified and compressed natural gas vehicles, and a panel of insurance executives discussing claims handling and industry collaboration. 

Throughout the two days, there will be extensive networking opportunities allowing shop owners, insurers, appraisers, OEMs, paint manufacturers, information providers, and equipment and service companies to build relationships, conduct business, and solve problems.

Companies interested in sponsoring, getting more involved with this industry, or even hosting a co-located event can send inquiries to Brian Nessen BrianN@hdrepalrforum.com or Jennie Lenk JennieL@hdrepairforum.com 

Visit the website for more information or contact us at 281-819-2332.

Registration Opens for the 3rd Annual HD Repair Forum

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Registration for the HD Repair Forum is now open. Last year’s event experienced a forty percent increase in attendance and has quickly established itself as the can’t-miss event for the heavy-duty collision repair industry. 

The third annual conference is set to take place Tuesday and Wednesday, March 24th & 25th, 2020 in Fort Worth, Texas, at the Worthington Renaissance Hotel. The program will follow a similar format as last year’s event, spanning two days with presentations from OEMs, insurers, and other industry leaders during each morning’s general sessions. 

Attendees will gain valuable insight into industry trends allowing them to make better business decisions today and in the future. Afternoon break-out sessions will provide attendees an opportunity to choose classes that best address their individual or business needs. These sessions are geared towards executives, shop owners, managers, and company leaders. 

Throughout the two days, there will be extensive networking opportunities allowing shop owners, insurers, appraisers, OEMs, paint manufacturers, information providers and equipment and service companies to build relationships, conduct business, and solve problems.

To register for early bird rates and gain unique access to equipment suppliers, break-out sessions, and networking opportunities dedicated to the commercial vehicle collision repair industry, follow this link: https://www.eiseverywhere.com/hdrf2020

For additional information, please visit www.hdrepairforum.com or contact us at: www.hdrepairforum.com/contact-us

Sponsorship and advertising opportunities are now available. Reach out to Brian Nessen or Jennie Lenk.

About HD Repair Group

HD Repair Group offers a dedicated source of focused information for those involved in collision repair work for heavy-duty/commercial vehicles, primarily in classes 5, 6, 7, and 8. This community is where shop owners, executives, managers, technicians, estimators, and other industry stakeholders will find the latest news, tips, tactics, trends and best practices in the heavy-duty collision repair industry. The HD Repair Group offers numerous ways of delivering this information including an annual conference, a monthly e-newsletter, webinars, videos, and social channels for networking. 

Heavy-Duty Collision Repair Gaining Attention and Support

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Collision repair is a segment of the transportation industry that does not get a lot of attention. Historically, there has been a lack of training, information, and support. For many similar collision repair industries, including automotive, emergency, commercial, and recreational vehicles this has been the case. Why?

Collision repair is usually an afterthought. Energy and investment is placed on developing new vehicle technology. There is a never-ending race to make vehicles lighter, stronger, safer, and more fuel efficient. Recently the term ADAS was nothing more than some jumbled letters on a Scrabble game board. Today you can’t go to a trade show or read an article without being exposed to advanced driver assistance systems (ADAS) and electric vehicles. Another important trend in this industry; Autonomous vehicles.

While all of this technology is absolutely necessary and part of the evolution of the industry, at some point, these vehicles will need to be repaired. The industry has done a great job ensuring that technicians (mechanics) are prepared to service and maintain trucks. Keeping these vehicles on the road and operating is vital to our economy and to those that rely upon this industry to make a living. A truck sitting in a service bay is costing someone money.

Understanding that a vehicle out of service is lost revenue, more attention needs to be placed on the truck sitting in a collision repair facility awaiting parts. And what about the truck that has tens of thousands of dollars in collision damage awaiting repair from a technician that does not have any information on how to properly repair it?

As vehicles become equipped with more safety features, such as ADAS, or newer substrates that are lighter and stronger, information and training has never been more critical. In today’s collision repair facility, it’s a daily struggle to find and order parts and identify proper repair procedures. An independent collision shop could wait several days just to obtain parts prices. If you talk to insurance companies, they will tell you that the single biggest concern they have for their insureds is cycle time. Cycle time is defined as the number of days it takes for the vehicle owner to get his/her truck back on the road. For those that have had their vehicles in a collision shop, it would not be uncommon for a truck to be down for weeks. In some extreme examples it could be months.

As an industry, we need to work together to address these issues. We should be seeking solutions to reduce cycle time and put vehicles safely back on the road. We should continually be looking for solutions that ensure technicians have the knowledge and equipment needed to properly repair vehicles.    

In the spring of 2017, a dedicated source of focused information for the heavy-duty collision repair industry, the HD Repair Forum, was established to address these challenges. The HD Repair Forum’s purpose is to improve the narrative for repairers, insurers, OEM’s, paint manufacturers, parts suppliers, dealers and other industry stakeholders via a website, newsletter, conference, and other information tools.

The first HD Repair conference was held in April 2018 and featured technical and management training from some of the most well-respected companies and presenters in the industry. Executives from Navistar and Peterbilt discussed their new vehicle technology and the challenges repairers will face in the future. Co-located meetings, such as AkzoNobel’s 20 Group, were held during the same week and brought in some of the best repairers from the United States and Canada. The vendor expo gave high visibility to organizations committed to serving and improving the industry.

“Our goal is simple,” states Brian Nessen, President of the HD Repair Forum. “Provide the heavy-duty collision repair industry with an avenue for obtaining information and encourage collaboration. We want to facilitate safe, proper, and efficient repairs of all vehicles, and help the industry prepare for the future.”

The HD Repair Forum provides individuals and companies an opportunity to meet others, share experiences and best practices, and gain knowledge from manufacturers, trainers, and educators. The 2019 conference was held last April and experienced a 40% attendance increase, and brought in increased support and participation from several OEM’s including Daimler Trucks North America, Volvo, Navistar, and Peterbilt.

The 2020 conference returns to Fort Worth on March 24th & 25th. Companies like Axalta Coating Systems and AkzoNobel will also be co-hosting their spring Business Council and 20-Group meetings that same week.

To stay up to date on participation opportunities as an attendee, vendor, or consultant, sign-up to receive the organization’s monthly e-newsletter here

Examining Infrared Drying Solutions For Your Prep Area

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When examining solutions to increase production in the paint shop, all the emphasis is placed on the paint booth. The paint booth is the most noticeable piece of equipment in the shop, the most expensive, and the one that can make or break production. The right paint booth solution and paint shop layout can increase your throughput and keep your productivity goals on track. But there is still another area where productivity gains are easily found, and that is in the prep area.

No matter what your shop layout is, you have to have some area to prime and prep cars for paint. Some shops have several of these grouped among the paint booth. Since 99% of your repairs are only going to involve a few panels, your prep deck is the area where you spot prime and sand panels before final paint. 

In a pinch, you may even paint a panel in the prep area during high volume periods. Even in a pinch, you may also paint the occasional panel during high volume periods. Your prep deck allows you to push more work through the shop, by acting like the paint booth’s helper. What if there was a way to turn one prep deck into two perhaps even three or more prep decks without adding any additional filters, fans, ductwork, curtains or square footage? Well, the good news is that you can with a catalytic drying robot for your prep deck.

You are probably familiar with infrared drying in a prep deck. Shops have been using infrared drying lights for some years now, but they have been slow to catch on. This situation is because they are bulky, heavy, and get dirty pretty quickly reducing their utility. Electric IR dryers are also very analog. They require a lot of user experience do dial in the temperatures and make sure you are not melting bumpers or boiling paint. For as sophisticated as Infrared drying can be in a shop, the electric IR dryers are nothing more than glorified toasters.

Learning From The Europeans

In Europe, cars get repaired differently. Everything in Europe is about maximizing space. Streets are narrower, and vehicles are smaller and so are the body shops. As a result of this, European body shops have had to figure out how to move more vehicles through small shops using innovative technologies such as infrared drying.

The Italians have developed an infrared drying system that operates on LP or natural gas and is rail mounted, and robotic. This factor eliminates the need to drag around bulky electric IR arrays, move 220 Amp cords around, and keep the reflectors and bulbs clear of overspray.

How Gas Catalytic Dryers Help

While you don’t need an Infrared dryer to cure paint, catalytic dryers cure materials like primers in minutes. Gas catalytic dryers come mounted on a rail system, and one unit can service multiple bays. When you can cut dry times by half or more, you can get more vehicles through prep and into the paint booth. Gas catalytic dryers also eliminate the user error of electric IR dryers because the gas systems use temperature sensors to set and maintain surface temps. They can also switch panels on and off to achieve the desired results automatically. As shops seek new ways to squeeze more productivity out of an existing footprint, Gas Catalytic drying has proven time after time to cut production times without sacrificing quality.

 

For more information, please contact Gascat

Customer Satisfaction Measurements Should Be a Priority

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Does customer satisfaction exist? No. Not in the HD repair industry, anyway.

There are too many players, too many constituents, too many people that are not “customers” that influence the process and the outcome of an HD repair. We are not selling T-shirts online. Some days, we probably wish we were. This is a more complex business. There are nuances to be considered in every unique repair.

Still, we have an innate desire to do the right thing. To provide great service to the HD owners, fleet managers, insurance company representatives, TPA’s and OE’s; to work efficiently with paint companies, parts providers, and multiple other vendors.

To help keep ourselves on track and ensure we are doing things the right way, we rely heavily on measurements. We have financials that include P&L’s, balance sheets, income statements and breakouts of business units that tell us how much money is in the bank. We measure cycle time, and parts, and paint usage. We track how many hours our employees work and how much money we are spending on marketing as a percentage of sales. Measurements are everywhere.

But for many of us, measurements of customer satisfaction- commonly called CSAT- remain an afterthought. But-there are those words again– customer satisfaction. Although it is probably not an adequate descriptor, I may have to revert to using it in a very generic and holistic sense, since there is no word (that I can think of) that more accurately describes everyone and all the organizations that influence a repair in the HD industry.

The comparison of financial statements and customer satisfaction is an interesting exercise. And, if not an actual exercise, (likely due to inadequate CSAT data points), at least an interesting philosophical discussion. Where does CAST show up on the balance sheet? Well, it doesn’t. Assuming you are making money (let’s hope so!) how can you therefore determine if the numbers in financials represent good profit or bad profit? Is there such a thing as bad profit? Yes- but let’s just say not-so-good profit. What is not-so-good profit (NSGP)?

  • NSGP values policy over relationships, making it more likely that costs will be driven up in the future due to short-term gains in the present
  • NSGP allows customers to remain unsatisfied, causing future brand deterioration by negative word of mouth
  • NSGP allows customers to remain unsatisfied, driving up future service costs that you may not be able to get compensated for
  • NSGP measures cycle time, but not comeback percentage
  • NSGP gums up the works by tying up your resources with complaints or re-work, that as an additional side effect is also quite de-motivating, if prevalent enough

Interestingly, without customers, there would be no need for financial statements, paint, parts, or much of anything else for that matter. Yet, some owners and managers relay on the old “I know my customers”, “I know everything that is going on in my business” mantra. There are two major reason why, even if partially true, it is best practice to systematically verify your beliefs.

First, customers won’t tell you everything they will tell a computer screen or a live agent with whom they have no history or personal investment. And, with your best source of future work being a recommendation, it is vital to harvest this feedback. Even customers that are completely satisfied can provide valuable information for future operational improvements and future products and services.

In a study of thousands of customer satisfaction surveys, TenPoint Complete found that even those customers that rated the overall experience a 9 or a 10 on a ten-point scale, approximately 25% of them had some aspect of the experience they thought could have been improved.

That brings up a second point, which is that expectation levels are constantly changing. You are not only compared to your peers in the industry, but to other service providers, some of which are doing a very good job. Many, however, are still not exceeding expectations, or creating raving fans. This is actually good news, as you have the opportunity to step-up and position yourself in the mind of the customer (insurance company, fleet manager, OE, TPA etc.) as an exceptional provider.

A recent personal example of a service failure occurred when I ordered checks from my bank (yes, still need the paper kind on occasion). Long story short, it took over three weeks and several frustrating phone calls to accomplish this task. My feedback was straightforward: Providing check re-orders should be a core service competency. The expectation level today is not two or three weeks on a request of this nature- it is two or three days.

There are certainly many additional advantages to CSAT measurement. If this has at least provided some food for thought, I’ll wrap up with some best practices or characteristics of CSAT measurement.

The Six C’s of CSAT Measurement

Commitment From the top. The owners, executives, and managers that sponsor or initiate the programs must be fully invested in their implementation, or it will be very difficult to achieve the goals.

Customer Focused Strategy Sounds obvious, but the measurements need to create action. For example, customers need to be followed up with upon receipt of negative feedback. How many times have you given negative feedback and not been acknowledged? Not good!

Consistent Many companies produce an annual CSAT measurement. While this is better than nothing, it leaves a lot on the table, like the opportunity to impact corporate culture and the ability to use results as part of an overall management tool and philosophy.

Complex Not! Complex measurements and formulas are interesting to statisticians and people who work in the industry, but not many others! Survey questions, reports, and other tools should be straightforward, intuitive, and easily understood.

Comprehensive From a methodology standpoint, you may want to consider a company that utilizes omni-channel communication. For example, the ability to survey via SMS (text), E-mail, and live agent. Also, having the option of an invitation to social media may be of interest.

Credible Measurements need to be credible to influence your important stakeholders and constituents. Producing the measurements yourself or relying on a company that does not have a core focus in CSAT measurement may dilute your efforts.

In future installments, we will explore more specific uses for the measurements in the HD environment and some of the most widely used tools for this type of strategic initiative.