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S1E12: Striking the Balance: Perfection vs. ‘Good Enough’ in Customer Service

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Manage episode 479635130 series 3661391
Content provided by Strolid Inc.. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Strolid Inc. or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

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

  continue reading

20 episodes

Artwork
iconShare
 
Manage episode 479635130 series 3661391
Content provided by Strolid Inc.. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Strolid Inc. or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

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

  continue reading

20 episodes

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