CHICAGO – Resource Automotive Inc. announced that its “Fix It Right the First Time” (FRFT) program has been extended into 2011 by Kia Motors America (KMA), because of its successful implementation of the program with 100 participating dealers in 2010. Since the program was launched five months ago, 73 percent of participating dealers have seen improvement.
Addressing the most important consumer service concern – fixing it right the first time, the program conducts comprehensive assessments of dealership processes utilizing onsite Resource Automotive Specialists. Improvement opportunities are identified to enable enhancement of the entire customer service experience. Solutions are developed in collaboration with Kia District Parts and Service Managers and dealership management and employees, with the goal of 100 percent customer satisfaction – the first time, reported F&I and Showroom.
“Resource Automotive is proud to play a part in Kia’s success in improving FRFT. The benefits that can be realized through FRFT improvements are often overlooked. The epiphany experienced by dealership personnel as a result of the assessments is eclipsed only by our specialists’ ability to take advantage of it. All levels of the organization have contributed to the program’s success. Oftentimes, that’s what it takes,” said Randy Schwantes, national vice president for Resource Automotive.
“As part of Kia’s enterprise quality focus, FRFT is critical to our dealers’ ability to deliver the best customer experience in the business. With the support of Resource Automotive, our dealers, and Kia field personnel, we expect our dealerships to continue to improve and maintain the quality processes they are implementing,” said Scott Slade, manager of Owner Satisfaction for KMA.
The “Fix It Right the First Time” program is part of Resource’s overall dealership strategy to help Kia leverage the value of every customer touch point to enhance customer retention, acquisition and loyalty. Resource Automotive, established in 1964, has relationships with over 3,100 clients in the U.S., Canada, U.K., Europe, Latin America, Asia and Australia.