Quote of the Day: "The Case of Bill Heard Enterprises Inc. Shows That General Motors' Customer-satisfaction Ratings Are a Sham"
TTAC called this one a while back, when we asked why GM was willing to supply “Mr. Volume” with cars when it was clear to anyone who ever had any dealings with his auto group that Bill Heard was the head of a vast criminal enterprise. Now that Big Bill has been knocked down to size, a bit, formerly silent observers are coming out from behind cover to give GM a right royal pasting. Writing in Automotive News [AN, sub], industry editor James B. Treece is [now] happy to point the fickle finger of blame. “What we do know is that GM was happy to cozy up to Bill Heard when the metal was moving. In 2004, GM gave Heard a Dealer of the Year award and the Jack Smith Leadership Award. The Smith award recognizes dealers who have attained the highest levels of sales and customer satisfaction in their region. Today, though, GM is singing a different tune.” Talk about sour notes… “It’s just individual people owning individual businesses, and it’s separate from the General Motors name,” GM spokeswoman Susan Garontakos told AN. “What happens at what dealership never reflects on the entire network.” You’re shitting me right? Treece goes in for the kill. “If that’s true, then why does GM bother tracking CSI scores, and supposedly rewarding dealers with the better scores? If a bad dealer doesn’t reflect on the network, then neither does a good one. It doesn’t matter.” Indeed it doesn’t.