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Q. How long has DGA been in business performing
customer follow-up?
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A.
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DGA's inception began 10 years ago, and has steadily grown in Sales and Staff since
this time. The company's founder, Karen Winterling, is a veteran of the Auto
Industry, who carries a vast knowledge of the Sales and Service processes.
In 1994 she saw a progression, in the Auto Industry, towards the concern for
Customer satisfaction, and decided to create a program that would assist the
needs of Automotive Dealerships. Since this time, our Questionnaires & Reports
are continuously refined to accommodate the needs of our Clients, changing
Manufacturer requirements, and the periodic changes in climate regarding the
needs of your customers.
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Q. Does your company name suggest that you will be our Greatest Asset?
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A.
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DGA's Company Name stems from the belief that your "Customers" are indeed the
Dealer's Greatest Asset. By allowing us to speak directly with your
customers, we can collect the type of high level, comprehensive information
& feedback that would not typically be volunteered.
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Q. What services can DGA provide for us?
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A.
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DGA Specializes in collecting Customer Satisfaction information & Feedback.
Our main Service includes the following:
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Daily downloading of Prospect, Sales, and Service customer information
(depending on your requirements)
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Contacting your customers in a prompt fashion, making a minimum of 6 attempts
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Forwarding (by way of email) any Alerts, or CPR's directly to the assigned Client Manager
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Training your staff on the proper completion, and forwarding of Customer Alerts back to DGA
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Prompting the assigned managers periodically to respond to forwarded Customer
Alerts during the current month (prior to creating your reports
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Trending and documenting all noted concerns
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Creating, Delivering, and Reviewing Monthly reports (typically by the 15th of
the following month) generated by using the total customer feedback results for
each month
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Available DGA Representation during all Validation meetings
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Other Services include: Communications & Computer Training, and Employee
Satisfaction Surveys.
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Q. Why is DGA the best choice for our customer follow-up needs?
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A.
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DGA provides a higher percentage of results, compared to our competitors, and
also offers a broad spectrum of services to assist you in numerous areas of
your business such as:
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Contact rates as high as 93%
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Stable representation, some of our representatives have worked for the same
dealerships for nearly 10 years.
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Individual representation in each dealership, allows us to be Accountable for
the contact rate.
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Our office staff ensures CPR's are addressed in a timely fashion through
gently reminders, via email, then by telephone. Ultimately, you will be
notified if our efforts to retrieve the CPR's are futile, prior to delivering
the report.
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Q. Who will contact my customers, and what methods are used?
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A.
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DGA mainly employs Representatives who "telecommute". These individuals
are professional people who prefer to work from home. They have DGA company
designated phone lines, and separate home offices. They will telephone your
Customers at their home phone, and (if provided) their work phone numbers
with a minimum of six attempts made. Each Client Dealership is designated
one (1) DGA Representative. 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 the high
contact rate percentage that we provide in all of our Client Dealerships.
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. As with any business, we also recognize that it is our highly
regarded staff that is OUR Greatest Asset.
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Q. Can we work directly with our assigned DGA representative?
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A.
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DGA's Representatives work for you. Therefore, you may certainly contact
them anytime. And, because of their commitment to you, there may also be
times when they would contact you directly if a situation occurred requiring
immediate action regarding one of your customers.
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Q. What if I do not like my assigned DGA representative?
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A.
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DGA always puts the needs, and concerns of our Clients first. If, for some
reason, you are dissatisfied with the performance of your assigned
Representative, we will immediately replace the current representative
making your calls. DGA also assures that there will never be any "down-time"
regarding the contact of your customers. On the rare occasion that one of
our Representative staff may be displaced due to family emergencies, illness,
maternity leave, etc, your Dealership will always have a professionally
trained Representative maintaining your customers.
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Q. Suppose I decide to hire my assigned Representative
directly and cancel services
with DGA Inc?
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A.
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You could certainly do that, but you would be losing the critical efforts of
DGA's on-site staff who:
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Manage, and monitor your customer alerts
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Generate your monthly report that displays the trending of concern items
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Reassign a new Representative should yours become displaced for miscellaneous reason
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Q. Is there a predetermined set of questions that you will
ask our customers?
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A.
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Through years of collaboration with our Clients, and their Manufacturers,
DGA has identified a viable set of tried & true questions that not only
provide a high level of comprehensive feedback, but also meet, or exceed,
the requirements of our Client's manufacturer. Additionally, our Clients
always have the option to custom design their own questionnaire to suit
their own information needs.
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Q. How many questions do you ask?
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Typically, between 6 to 10, mostly "yes" or "no", questions depending on your
requirements. Barring customers that have concerns, DGA attempts to provide
a questionnaire that can be completed, over the phone, within a minute or
less. DGA understands the busy schedule of your customers, and, wants
them to only feel "your concern for their satisfaction" when they complete
a call with one of our Representatives. Regardless, we will certainly ask
any question that you feel beneficial to your information needs. This
includes items such as: new car prospecting; setting service appointments;
collecting Email addresses; collecting vital advertising information; or
even determining your Competition.
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Q. Can I make changes to my questionnaire as deemed necessary?
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Most certainly! DGA will accept your questionnaire revision requests,
and provide them immediately to your assigned representative.
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Q. What are the rates for these services?
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A.
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DGA determines its rates based on the number of customers assigned for
contact. Depending on which services you utilize, the "Per call" rate
can be as low as $2.25. Flat rates are also available for negotiation.
On average, our E Group DaimlerChrysler accounts are spending approximately
$1,200.00 per month. The average amount of time we have been in these
accounts is 7 years! References of our Clients are attached. On the
other hand, if you were to factor in what it would cost to hire, train,
and then compensate a personally designated staff member to complete these
customer satisfaction surveys, and then compile the results, you would find
that DGA's services are much less expensive. Our minimum monthly fees to
perform services are $750.00.
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Q. Are there any other fees?
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A.
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DGA requests a minimal amount of funds to cover our "Start-up" fees
(DGA Startup Fees). These fees are required to offset the costs of
integrating new Clients into all of our systems, and to set up all
necessary forms required for your questionnaires, and reporting.
These fees are negotiable based on the overall scope of services requested.
Other fees are required for additional copies of our reports. This is
determined by the number of pages in each report. Standard monthly fees
include one report for each, Sales, Service, or Prospecting service, for
each manufacturer. Each additionally requested report is typically a
monthly fee of $150.00.
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Q. What are the requirements of a contract with DGA, Inc?
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DGA's contract only requires 30 days notice from our Client Dealerships.
If you find that you are not happy with our services, then we ask that you
only provide a written notice, of one month, to our main office. We require
this 30-day period primarily to guarantee consistent employment for our
current Representatives.
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