Info - Customer Interior and Exterior Cleanliness Expectations During Cadillac Gold-Key Delivery

Important: "GM of Canada" and "IPC" dealers are not authorized to utilize this service bulletin.

In the spirit of the Gold-Key Delivery program, "the owner's first impression is the most lasting." As a reminder, and in conjunction with sound business practice and increased customer Purchase and Delivery Satisfaction, it has become necessary to emphasize the importance of vehicle interior and exterior cleanliness. Recent J.D. Powers customer satisfaction indexes have shown an overall decrease in the area of vehicle cleanliness at the time of delivery.

Avoid Unseen Customer Dissatisfaction

In addition, customers may never take the time to report dissatisfaction with the delivery of their new vehicle but are apt to express their opinion to friends and remember this experience at the time of their next vehicle purchase. Most customers will look at the condition of the vehicle during delivery as a direct reflection on your dealership and the quality and care shown in the service department.

Simply Follow The Gold-Key Delivery Instructions

The Cadillac division has already supplied the essential tools to instill customer enthusiasm in the Gold-Key Delivery Folder. The interior appearance portion of the pre-delivery inspection process instructs the retailer to remove protective coverings and clean, as needed, the seats, headliner, visors, kick panels, carpets, console, instrument panel, moldings and hard trim. The exterior appearance portion instructs the dealer to perform detailed cleaning, remove any over-spray, sealer, etc., and to touch-up the paint as needed. The Gold-Key delivery certificate also requires that the interior and exterior surfaces are clean. Retailers must ensure that processes are in place to consistently achieve these important functions.