Services
At DGA we offer, upon request, a multitude of different services to compliment our Customer Follow-up program. These services offer the additional steps necessary to groom processes within, as well as outside of your facility. Please browse the following, and you will clearly see that DGA is the most comprehensive Follow-up Vendor in the industry.
  Telephone Follow-up How well did my Staff perform in ensuring Customer Satisfaction?
  Alert Reporting If a Customer was not Completely Satisfied, what was the cause?
  Alert Follow-up Did the Responsible Manager follow thru to correct a Customer's dissatisfaction?
  Alerts & Monthly Reports How did my Staff Perform during the Month?
  Advertising Effectiveness Where are my Advertising Dollars best Spent?
  Trend Analysis Are there specific "Areas of Concern" that need my attention?
  Facilitation & Training Does my Staff fully understand the needs & expectations of our Customers?
  Employee Surveys Does my Staff have concerns that keep them from performing at their best?
Telephone Follow-up
Go To Top
Our Customer Satisfaction Representatives make numerous attempts at contacting your Customers. They will telephone your Customers at their home phone, and (if provided) their work phone numbers with a minimum of six attempts made within 3 days of receiving their information. Each Client Dealership is designated one (1) DGA Representative so to provide that "in-house" feeling. DGA has found that designating one specific Representative for each Client is vital to your success, as well as ours. This is because each representative is individually accountable for our high contact percentage rate, usually between 85-93%, that we provide in all of our Client Dealerships.
Upon request, our Customer Representatives can also collect Email addresses from your Customers to aid in the convenient delivery of Monthly Service Specials, and recall notices. DGA typically provides between 15-25% email responses, each month, from contacted customers. All of our representatives are "customer friendly", and are fully experienced in the Microsoft products that we use to generate the information that we provide to you.
Alert Reporting
Go To Top
One of the most important parts of DGA's Follow-up Program are the daily Customer Concerns (or Alerts) that are forwarded to your Managers after our Representatives speak with your Customers. By receiving promptly provided information regarding the concerns, or disappointments of your customers, it will empower your staff with the ability to resolve minor irregularities, in turn saving the Customer's patronage, and future recommendation. Our Customer Representatives will, on occasion, contact the assigned Client Manager directly, by phone, for customers who have immediate needs.
Alert Follow-up
Go To Top
Just as important as the "Customer Follow-up" part of our program is the "Alert Follow-up" portion of our program. The DGA Staff will ensure that "Alerts" are addressed, by your managers, in a timely fashion, through gentle "email" reminders. A lack of response, on these requests, will be followed by telephone contact. This helps to make certain that your staff is contacting your Customers, and returning the completed Alert to the DGA Staff for eventual inclusion into your Monthly report. Ultimately, the Client will be notified directly if our efforts to retrieve the Alerts are futile, prior to delivering the report.
Alerts & Monthly Reports
Go To Top
The following links will provide you with common examples of the "Alerts" and Reports that DGA uses to provide you with the valuable information that we collect from your Customers. Both the Alerts and Reports are easily modifiable to suit the needs of your specific Dealership
   Sales Alert
   Service Alert
   Sales Report
   Service Report
Advertising Effectiveness
Go To Top
DGA help to identify the performance of your advertising budget, by speaking to your customers, and simply asking the right questions, based on your requirements.
Trend Analysis
Go To Top
Included in every Monthly report are charts and graphs, that run concurrently for six months demonstrating any improvements, and areas needing concern resolutions.
Facilitation & Training
Go To Top
Our proven methods of training are created using input based on your customer's perceptions. Thus, allowing us to train your staff, more effectively, based on the specific requirements of your Dealership. We work individually with your staff to provide the Computer experience required to participate in our innovative and enterprising Follow-up program.
Employee Surveys
Go To Top
The "Employee Satisfaction Survey" will give you the unique opportunity to truly understand your staff. Thus, allowing you to make the changes that will result in happy employees who will ultimately pass on their positive attitude to you Customers.