Be honest

How easy all this would be if we could just influence customers to score us favorably, right? Wrong. That thought process defeats the entire purpose of the CSI concept — unless you’re interested in looking good vs. actually being good. We’ve heard all kinds of stories about how dealers try to influence their scores — from asking customers for perfect scores, to telling them how much only the best scores will help, to dealers buying CSI cards back from customers so they can fill them out “for them.” Now that’s extreme. Whether or not these are true, the only way to make progress with your business is to stress to the customer that their honest opinion is what matters.

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