service reps : anyone work in Lexus Cerritos or can verify this...
My friend went to Lexus Cerritos while back and had bad experience w/ the service rep, she complaint about it to the manager or someone over there. Today she went there again to get her lexus maintenance check up, turned out they assign her with the SAME service rep that she had given a bad review the first time *what a lucky day*. He told her that because of the bad review that she had written, he didn't get a paycheck that month. He was pretty serious and very defensive. She felt so uncomfortable and why would you tell your customer that you didn't get a paycheck?
Is that even make sense ? Didn't get a paycheck because bad service ? I have the service rep name if that even help.
I've never heard of that being done anywhere.
Maybe didn't get a bonus or something. I don't think it would be legal to withhold someone's paycheck on the basis of a customer complaint.....
Service advisors lose money on every bad survey they receive. Not sure on the amount exactly but enough to make a difference. They could have 100 good one's but just 1 bad survey and their pay check is affected.
I used to write service @ Lexus dealership. It is true that SA may not get the CSI bonus because he got a bad survey from a customer. But to say he didnt recieve a paycheck because of one survey is total BS. Hope this helps!!!!