So, Bob Lutz returns to the blog after lots of car show duties and comments about reactions to his first couple of posts:
I must say I'm overwhelmed at the number of responses, and the enthusiasm contained therein. I wish I could reply personally to all of them but if I did I'd never get around to doing all the things you've asked me to do. I will, however, briefly address one issue that's coming up a lot: As far as the blog goes, I, like many of you, also hope that we "get it." I'm sure you'll tell us if we don't!
That's the nature of this blogothing (now is it a world?, is it a medium?), Bob, it will let you know when you "get it" and when you don't.
One small suggestion: ask more questions.
Update: Another small suggestion, tell the PR firm to at least get the thing right!
Update 2: A representative of the PR firm charged with hosting and moderating Bob Lutz's blog responds to my chides.
I agree about more questions. Great blogs have two ears and one mouth and use them in that proportion. I love the passion for the cars, but what about the dealers? Going to a dealer is worse than going to a dentist. When will we get the respect we deserve as customers in these stores?
Posted by: ANG | January 15, 2005 at 03:08 PM
That's a great point...will Lutz's blog focus only on the "technical" side of the business or will he see the customer experience more broadly?
Posted by: Tom Guarriello | January 15, 2005 at 03:45 PM
Just a thought, Bob: I can buy a $40 piece of software or a $300 computer printer, and if I have any question about it -- or a problem -- I can call a customer support phone line, send their tech people an e-mail or do live chat.
Now, if I buy a $40,000 Cadillac, and if I have any questions about it, GM expects me to go to the dealer, where the sales staff knows nothing about the cars and the service staff just tells me to bring it in.
Why can't I call someone at GM and ask them how to program my seat settings or whether using synthetic oil is a good idea?
I once called all around the RenCen to ask a question about my Oldsmobile. I was told to write them a letter... It's a modern age. Customers expect more.
Posted by: Alan | January 19, 2005 at 04:58 PM
Alan, this is exactly the kind of question Lutz and the GM'ers need to answer. You're right, the auto industry still operates on an almost century-old model. When will these companies change?
Posted by: Tom Guarriello | January 19, 2005 at 08:49 PM
If you have a $40,000 Cadillac I would say it would have Onstar all you would have to do is push the blue button and ask the question. If you have a check engine light on they can even do remote diagnostics.
Posted by: Bob P | January 20, 2005 at 01:34 PM
I was so thrilled to hear Cadillac is offering all-wheel drive for 2005, that I made an appointment with my local dealer for a test drive –when they get one. If I like what I drive, I may consider trading in my 2003 Audi Quattro someday. But I must admit it’s going to take a lot of convincing to go back to Cadillac, after being spoiled by Audi “Quattro” all-wheel drive and Audi ownership experience –after having owned a 1986 Cadillac Seville. If Cadillac can match the Audi driving experience, the key persuader will be customer service –I wasn’t impressed that the sales person didn’t know who Bob Lutz was??!! The fact is that dealers will treat you like royalty before the sale, but then tend to discard you like a used rubber after you turn in the cash.
Posted by: Bigblau | January 27, 2005 at 01:32 AM
HowCome dept:
How come GM doesn't build a truck like the Canyon and put very light springs in the rear along with the air lifts as they do in the Buick Park Avenue?
Then you would have a truck that didn't ride like a lumber wagon when empty but would carry a small load when needed.
Posted by: Bob Hazel | April 25, 2005 at 09:52 PM