Indyron
New member
Dateline: March 29, 2024, Valcourt, Quebec, Canada
Jules Lafant, VP Dealer Relations and Customer Satisfaction, Spyder Division, BRP, recently announced that they have placed their last operating Spyder dealer in Nome, Alaska on probation. “We regret this decision,” he stated, “but we have to hold true to our pledge of complete customer satisfaction for all Spyder owners.”
The pledge Lafant was referring to was made ten years ago (2014) when the BRP Spyder Division turned over all customer satisfaction dealer ratings to members of SpyderLovers (SL), an online forum of Spyder owners. (Insiders though state that many SL “members” are really “SVs” or Spyder Voyeurs. SVs do not own a Spyder, they just follow the antics of real Spyder owners for their owner sick pleasure. LeTransformer, the screen name for the site administrator, constantly monitors the site for SVs but says, “its nearly impossible to tell a real owner from an SV.” )
“Since we made our pledge" Lafant continued, "we have closed all of our dealers in the US and Canada due to customer service violations. Our Nome dealer is our last one."
In 2014 SL members were given the task of rating the customer service received from Spyder dealers. If a dealer didn’t measure up to SL standards they were placed on probation. If their service did not improve in 48 hours BRP was required to terminate their relationship with the dealer.
During the next 48 hours the Nome dealer will be watched closely by both BRP and SL.
When queried about the standards SL implemented for evaluating the dealers Lafant agreed that they were quite high. He then added, “the SL members in charge of the secret shopping used to determine customer satisfaction were only following the guidelines established by the SL Customer Satisfaction Steering Committee (SLCSSC):chat:.” The SLCSSC was formed and members selected based on three criteria. The first was the number of “posts” a member made on the SL forum—the more posts, regardless of value, the better. The second consideration was the creativity of the members “nickname” or screen name used on the forum. Names that were completely silly were favored over more reasonable names. A third deciding factor for Steering Committee membership was the number of posts a member made that added absolutely no value to the original post. Once the SLCSSC was formed they established their dealer customer satisfaction guidelines. More than 68,000 customer service guidelines were created by the committee. While it would be impossible to list all guidelines here the ones that were most egregiously abused were the following:
Not greeting a prospective Spyder customer within 17 seconds of entering the dealership with the exact phrase, “Hi I’m (name) and I am here to answer any question you have about any Spyder regardless of model or year and sell you a Spyder at our cost.” While 17 seconds seems like an odd number it was a compromise between two SLCSSC factions. One wanted 20 seconds and another wanted 15 seconds, 17 was the compromise. If a dealer was in the 18-20 second window for greeting a customer just a notice was given, any longer—-instant probation.
The other leading cause of dealer probation was violation of guideline 27b, section 13k, subsection 497j, that states, that, “if in the sole opinion of an SL member a dealer service should be performed free of charge the dealer must provide said service at no cost to the member.” (This particular guideline was found to be abused by SVs who requested free service for their Harleys. That investigation is pending, watch here for future posts on the status of this flagrant abuse of SL guidelines.)
While not official it is rumored the Nome dealer accidentally charged an SL member (who had travelled from South Carolina for service) $1.98 for “shop materials” that he had previously requested for free enacting guideline 27b, section 13k, subsection 497j.
BRP executives are now meeting around the clock strategizing their next steps should the Nome dealer fail.
Watch here for further posts on the future of the BRP dealer network.
Jules Lafant, VP Dealer Relations and Customer Satisfaction, Spyder Division, BRP, recently announced that they have placed their last operating Spyder dealer in Nome, Alaska on probation. “We regret this decision,” he stated, “but we have to hold true to our pledge of complete customer satisfaction for all Spyder owners.”
The pledge Lafant was referring to was made ten years ago (2014) when the BRP Spyder Division turned over all customer satisfaction dealer ratings to members of SpyderLovers (SL), an online forum of Spyder owners. (Insiders though state that many SL “members” are really “SVs” or Spyder Voyeurs. SVs do not own a Spyder, they just follow the antics of real Spyder owners for their owner sick pleasure. LeTransformer, the screen name for the site administrator, constantly monitors the site for SVs but says, “its nearly impossible to tell a real owner from an SV.” )
“Since we made our pledge" Lafant continued, "we have closed all of our dealers in the US and Canada due to customer service violations. Our Nome dealer is our last one."
In 2014 SL members were given the task of rating the customer service received from Spyder dealers. If a dealer didn’t measure up to SL standards they were placed on probation. If their service did not improve in 48 hours BRP was required to terminate their relationship with the dealer.
During the next 48 hours the Nome dealer will be watched closely by both BRP and SL.
When queried about the standards SL implemented for evaluating the dealers Lafant agreed that they were quite high. He then added, “the SL members in charge of the secret shopping used to determine customer satisfaction were only following the guidelines established by the SL Customer Satisfaction Steering Committee (SLCSSC):chat:.” The SLCSSC was formed and members selected based on three criteria. The first was the number of “posts” a member made on the SL forum—the more posts, regardless of value, the better. The second consideration was the creativity of the members “nickname” or screen name used on the forum. Names that were completely silly were favored over more reasonable names. A third deciding factor for Steering Committee membership was the number of posts a member made that added absolutely no value to the original post. Once the SLCSSC was formed they established their dealer customer satisfaction guidelines. More than 68,000 customer service guidelines were created by the committee. While it would be impossible to list all guidelines here the ones that were most egregiously abused were the following:
Not greeting a prospective Spyder customer within 17 seconds of entering the dealership with the exact phrase, “Hi I’m (name) and I am here to answer any question you have about any Spyder regardless of model or year and sell you a Spyder at our cost.” While 17 seconds seems like an odd number it was a compromise between two SLCSSC factions. One wanted 20 seconds and another wanted 15 seconds, 17 was the compromise. If a dealer was in the 18-20 second window for greeting a customer just a notice was given, any longer—-instant probation.
The other leading cause of dealer probation was violation of guideline 27b, section 13k, subsection 497j, that states, that, “if in the sole opinion of an SL member a dealer service should be performed free of charge the dealer must provide said service at no cost to the member.” (This particular guideline was found to be abused by SVs who requested free service for their Harleys. That investigation is pending, watch here for future posts on the status of this flagrant abuse of SL guidelines.)
While not official it is rumored the Nome dealer accidentally charged an SL member (who had travelled from South Carolina for service) $1.98 for “shop materials” that he had previously requested for free enacting guideline 27b, section 13k, subsection 497j.
BRP executives are now meeting around the clock strategizing their next steps should the Nome dealer fail.
Watch here for further posts on the future of the BRP dealer network.
hyea::cheers:
This is starting to sound like a real party!! :2thumbs:
