- CSI climbed from 87 to 93 within the first month — and has averaged over 90 for two years
- ~3 hours a day returned to the service director and manager to refocus on production
- Customers greeted immediately on arrival — the street backup is gone
- Advisers re-engaged with a noticeable increase in morale
[PLACEHOLDER DRAFT — NEEDS CLIENT INPUT: replace with the full Honda Marysville case study copy.]
The challenge
Cars backed up to the street at open, advisors parking vehicles instead of selling work, and a service director spending hours a day managing hourly coverage instead of production.
The approach
Citrin recruited, trained, and managed a dedicated service drive team for the store — greeters, porters, and shuttle coverage running as one coordinated operation.
What changed
CSI climbed from 87 to 93 within the first month, and has averaged over 90 for two years since.
The street backup is gone — customers are greeted the moment they arrive. The service director and manager got roughly three hours a day back to refocus on production, and advisors re-engaged with a noticeable lift in morale.