Corey Smith thanks Earl "Sticks" Brown for sharing his story and jumps into discussing boosting customer satisfaction. They talk about the importance of retaining customers and how dealers can achieve an ROI on CSI (Customer Satisfaction Index). Earl suggests breaking down barriers between sales and service departments, fostering open communication, and introducing customers to the service department after a car purchase. He also recommends using QR codes to link customers directly to the service department for scheduling and inquiries. Corey expresses admiration for this approach as it makes it easier for customers to do business with the dealership. They discuss increasing customer satisfaction in the sales department by providing product knowledge training, answering questions about vehicle technology features, and personally demonstrating their use rather than relying on manuals. Corey appreciates this approach as he believes that visual engagement is more effective in today's consumer market. They emphasize the importance of human connection in building customer satisfaction and loyalty, which leads to positive word-of-mouth referrals. Corey Smith had a discussion with Earl “Sticks” Brown about improving customer satisfaction in the service department. They discussed the importance of providing a unique service experience, such as offering routine maintenance and cosmetic repairs during the same visit. Earl emphasized that this can increase customer loyalty and lead to higher resale trade-in value. They also talked about measuring results through customer feedback and surveys sent by OEMs. Additionally, they discussed creating an action plan for dealerships to enhance communication, share information between departments, and recognize employee performance. Earl mentioned the significance of retention after the three-year mark by offering services that customers can't find elsewhere. He believes that dealerships have untapped potential in dominating routine maintenance and cosmetic repairs in order to maintain a competitive edge in the market.