Mission Enhance employee enthusiasm to achieve customer allegiance. The customer means the world to us. They help us reach our mission.  Their concerns drive our business. Our commitment is to listen, understand, respond and resolve issues.  We are here for you! Values Customers are the reason for our existence Treat customers with dignity Open honest communication The truth at all times Going the extra mile to achieve complete satisfaction in all business transaction Doing the little things well Program Goals A renewed enthusiasm for employees taking care of customers and championing each other     fulfillment, synergism Achieve customer allegiance     loyalty, faithfulness, commitment, duty World Class Customer Eminence     distinction, renown, reputation, fame, importance, prominence          Program Concept A 24,902-mile journey around the world.  Each positive customer comment equals one mile Each negative customer comment will equal a negative two miles  Participating customer would receive small gift (key chain) for comments and be entered in drawing for bigger prize  DCMS will tabulate the results and provide scores for individuals, teams, departments and the overall dealerships. Individual, team and department members will be rewarded for their achievements Miles will be tracked by: employee teams departments Teams consist of people who service a particular customer The technician and a cashier A body shop customer could have the estimator, the technician and the cashier A new car customer could have the sales person, the finance person and support person Team competition will be based on points Track department performance: add up all points for every employee in the department.  At end of getting around the world have a party for all employees and customers who assisted in getting around the world. Monthly winners, quarterly winners and an annual winner. Monthly winners will receive t-shirts, badges, ribbon and hats showing that they were the pacemakers. Quarterly winners will receive a different colored shirt, like the tour de France, and a gift.  The annual winners would receive a different shirt and a bigger gift (i.e. plaque). Program Ingredients Total employee involvement Customer involvement Employee commitment Fun Everyone participates and benefits High visibility Rewards that everyone can achieve Reward high-performing individuals, teams and departments Customers rewarded for completing their CSI survey (small gift and/or lottery) Employee newsletter New skills Banner with pictures of every employee, hung in customer viewing areas of the facility Employee commitment to goals of the program Employee feedback program.  Make recommendations for improvement.  Prize and enter into drawing Theme song “Simply The Best” by Tina Turner Value cards distributed at each meeting Monthly focus groups Required Materials Customer comment cards Employee comment cards Customer gifts Employee gifts Team awards Department awards Banners placed all over the facility (everyone’s picture and place on banner that customers see). “Our commitment to customers” will be placed on the banner. Comment board Achievement board would indicate how many miles are accomplished. Activities Customer focus groups Standards for departments Monthly focus groups Monthly focus groups conducted by: Different employees from departments each month along with a manager Results will be reported to management team each month Results will also be published in a newsletter Trips to experience high-level customer service Performance measurements for all departments rewards “Customer Feedback Wall” Each department will hold an event for other departments