| Subject: | Optimizing Customer Satisfaction with Dealer Installed Options
and Accessories |
One issue that highly impacts customer satisfaction and also presents an opportunity
for improvement is that of dealer installed options and aftermarket accessories. The
very nature of this vehicle and its buyers command that the vehicle be heavily accessorized.
In order to assure that these components and systems are of the highest quality and
properly installed, review the following highlights:
| • | Rear mounted spare tire carriers - a noise isolator kit will be
available soon to retrofit all tire carriers you have in stock. In the meantime, request
these parts through Stinger Mac Accessories (SMA) (877.948.6637) for any tire carriers
that need to be installed on customer vehicles. |
| • | When installing tail lamp brush guards (P/N 89006800), take the
following precautions: |
| - | Check for contact between the lift gate and both brush guards when opening
and closing the lift gate. If contact exists, adjust either the brush guard attaching
bracket or lift gate as necessary. |
| - | Assure that the outer adhesive attachment is parallel to the body surface
prior to applying pressure. At least 30 lbs of pressure must be applied over
the entire length of the adhesive strip to assure a reliable and lasting attachment. |
| • | When installing auxiliary lights (grille or roof-mounted), DVD systems,
navigation systems or rear-mounted cameras, take the following precautions: |
| - | Use extreme care in removing and reinstalling interior trim, especially
the instrument panel. |
| - | Route and secure wire harnesses to assure that they will not rattle. |
| - | Visually inspect the final installation for fit and mutilation. Verify
that the component or system functions as designed. Road test the vehicle to assure
it is free of squeaks and rattles. |
| • | Explain to the customer the impact that any add-on accessories may have
on the performance of function of the vehicle. As an example, roof lights may create
wind noise. Let the customer know this fact in advance. |
Your complete and focused attention to the proper installation of these accessories
and options is vital to the customer's satisfaction with their vehicle and your dealership.
