Vin Micciche raises operational pragmatism in dealership operations. He argues against chasing unrealistic 100% satisfaction metrics, advocating for standardized processes that deliver consistent 80-90% reliability across call response times, follow-up cadence, and issue resolution. The episode highlights how Strolid’s “tamper-proof” reporting identifies actionable friction points without overwhelming staff. Key takeaway: “A ‘B+’ experience delivered consistently outperforms occasional A+ service with erratic execution.” Learn more about how Strolid helps dealerships Never Miss opportunities for dealers at https://www.strolid.com.
Chapters
00:00 - Introduction to Service Realities
01:23 - Core Customer Service Principles
04:45 - Training vs Perfection Paradox
09:12 - Digital Retailing Limitations
15:30 - AI vs Human Nuance
22:47 - Taco Bell Case Study
29:48 - Data Overload Challenges
35:15 - Colorado Inventory Example
40:01 - Future of Balanced Service
44:01 - Key Takeaways & Action Steps
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