When I was growing up, my father constantly reminded us that his customers put food on our table– both literally and figuratively (he had a weakness for Mercedes). The man who was THE alpha in my life was no such thing in front of his customers. He was polite, attentive, deferential and charming. At the tender age of 48, I think I've mastered attentive. But I learned the general lesson well. I never forget that you, dear readers, don't have to spend your time or talents here. I work hard every day to earn your patronage. I never take it for granted, or assume I know better than you– about anything. I fully consider all your criticisms and do my level best to fix bugs as and when they're brought to my attention. I'm never too busy to answer your emails. OK, I am. But I do it anyway. Because without you, nothing. And whenever I'm at a bookstore, I introduce myself to buff book readers and discuss their literary and internet habits. I'm constantly asking car owners I meet on the street what they think of their "ownership experience." If Chrysler thinks that they're going to be a better company if 300 execs talk to one customer each per day, they deserve to go out of business. And will. It's as simple as that.
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Well, that’s what happens when you have a golden parachute and are not involved in the ownership (both literally and figuratively) of your company. Many low-level workers will be more involved than the higher-ups because they have fewer exits, and often will love the company, instead of seeing it as a cash cow and ramp to further success.
The chance and curse of entrepreneurs is to be both an exec and a low-level worker at the same time, but without golden parachute!
It’s likely that the 128i convertible’s hard ride can be attributed to the run flat tires. I’m sure BMW didn’t distinguish them from the coupe, and the extra weight for the drop top would harshen the ride on those tires. I’d be curious how much of an improvement a nice wheel/tire set would make.
Oh, and 10:00 exactly! nice.
Who is Earnest?
I wonder if Ernest Borgnine is earnest?
I meant to riff on Hemingway.
No, no….like Earnest Goes to Camp Earnest.
“I never take it for granted, or assume I know better than you– about anything.”
Robert: I believe you.
He who knows he knows nothing, knows and he knows he knows, knows nothing.
Try typing THAT 10 times fast!
Why is talking to a customer a bad thing?
Are you saying that since they’re already Chrysler customers that they don’t have valuable input on improvements, or are you arguing that it’s too little, too late?
I concur with Mj0lnir. Senior Execs talking listening to customers is generally a good thing. Perhaps the ever closer proximity of the Grim Reaper is making a dent in Detroit’s traditional arrogance. Whether or not it is too little too late remains to be seen.
Oh you illiterate fools… Are you kidding, or haven’t any of you heard of Oscar Wilde before?
the real Ernest
http://images.google.com/imgres?imgurl=http://saturdaymorningcentral.com/articles/article_images/012/ernest11.gif&imgrefurl=http://saturdaymorningcentral.com/articles/012.html&h=300&w=450&sz=309&hl=en&start=92&tbnid=C12nn9Ce4qyf8M:&tbnh=85&tbnw=127&prev=/images%3Fq%3Dernest%26start%3D80%26gbv%3D2%26ndsp%3D20%26hl%3Den%26safe%3Dstrict%26client%3Ddell-usuk-rel%26channel%3Dus%26sa%3DN%26ad%3Dw5
RF,
Is your point that one customer per day is not enough? Or, is it that these things are mostly silly management ideas that rarely bear fruit or lead to real change?
Seems to me that the point should be that if these guys aren’t already talking to customers regularly then they are likely in the wrong business.
The Importance of Being Earnest
Oh you illiterate fools… Are you kidding, or haven’t any of you heard of Oscar Wilde before?
I’m pretty sure that was Jim Varney being Ernest.
Hmmm, I am Ernest. Also, there’s a play with the above name. And a movie with Colin Firth and Rupert Everett. Good stuff.
To defend myself… I told Justin 4-stars before I figured out that my 128i Convertible goes for $44,375.
Which is insane
I wish all American companies well.
My brothers and I own a small business that makes Biotene mouthwash and toothpaste.
We have become larger in the past few years and I can see today what many businesses must be going through.
First, we have horrible politicking going on.
Even for our size, it stuns me to see how people become protective of their jobs and territories…at the detriment of the company.
Imagine this at such a large company like Chrysler!
And don’t think its only the higher ups!
The middle management level is FULL of I, I, Me, Me Mine!
It’s hard to discipline old employees.
When it comes to marketing, all hell is always breaking loose with difference of opinions.
And yes, sometimes we have to seriously confront our own weaknesses everyday.
We actually have to WORK at finding out what the customer needs and thinks.
You have no idea how easy it is to have what we think is a totally wonderful/fail safe idea…and only to end up with a product nightmare (read failure) that reminds us to be humble and actually seek opinions and advice from our sales people and the customers.
And, believe it or not…even when consulting with customers, you have to be careful because they to have an opinion that you can’t count on.
They tell you one thing…then actually do another.
I was reading all the LOVE from bloggers on the 2010 Taurus.
Bull…when push come to buying…they will get something else.
This is why I don’t trust polls.
And sometimes I think the US auto makers should share some of the blame with us American consumers.
We are nuts.
We DEMAND SUVs.
We DEMAND low cost fuel.
Yet it’s not our fault that Ford spends its cash from the rich years on purchasing useless European dog brands when they should have been spending it on R&D or perhaps loosing a little on high mileage small cars like the Japanese do so they have the product available when the consumer fad shifts.
So, if a small company like ours suffers from the inability to turn our boat around in the water quickly and successfully…I can only imagine the task involved with huge conglomerates like Chrysler, GM and Ford.
Let’s hope they somehow make more good decisions these next few months than bad ones.
Robert…hang in there.
I don’t know what I would do during the day without the wonderful and creative writing on TTAC.
Paul
Paul,
I use Biotene! Why don’t you create a Customer Advisory Panel and invite users with a message printed on every tube?
I think being earnest like everything else is a learned behavior. Its a humbling behavior ie. it pays for itself. Its admirable, worthwhile behavior. Nothing wrong with how anyone makes a living in my book. Although I hold people responsible to the degree that I’ll not feel pity when they own the corresponding consequences. Its sad how many people earn a corrupt living, its harmful to self, but hey no pain (consequences) no gain (opportunities for growth). We are works in progress, works in process.
factotum
Great idea…I will talk to Mike and Steve in the morning.
Thanks.