Cadillac contracted the services of the Ritz-Carlton to train Cadillac dealers to provide 5-star service. The Ritz Carlton, first recipient of the Baldridge award in 1999, has a side business in training other companies to provide quality service.
Don Butler, Cadillac’s marketing VP, said to Automotive News [sub] that the program will emphasize customer treatment rather than facilities. For instance, he said, a dealership employee might take an umbrella and walk a customer out to his or her car when it’s raining. “It’s simple,” Butler said. “It’s the things that don’t cost a lot of money.” If he would only know. (Read More…)
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jeffzekas - I suppose if you are comparing BMW with Yugo, then said car would be considered “reliable”. BMW CARS ARE EXPENSIVE, HIGH MAINTENANCE, AND...
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jeffzekas - If you’re going to recommend an RX-8, why not go all the way, and tell him to buy an Alfa Romeo? “It is not because the truth is too difficult...
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