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LaNeve: Changing the Perception of GM, One Customer at a Time

Thursday November 20, 2008

In the latest post on the GM fastLane Blog, Mark LaNeve, VP of Sales and Marketing at GM sends a message to those involved in the bailout discussions that seem out of touch with the reality surrounding the situation of the Big Three (especially GM) today and who instead seem to argue with misconceptions and outright lies. But, he does much more than just call them out on their questionable behaviour.

He then goes on to formulate a rebuttal of practically every argument that is typically being used against them, by those who do not support the idea of a bailout.  Fact checking shows that what he says is true, as well… The main idea is, 30 years ago is 30 years and today is today: those complaining about poor quality are typically basing their “argument” on product from 2-3+ decades ago, or simply going by what they’ve heard.

In any case, rather than parrot everything he says, you can read the highlight below, and the entire post through the link at the start of my own post.

HBere I am, working “virtually” at home, recovering from hip replacement surgery, paying the price for an old football injury. On TV, I’m watching the action in Washington, listening to speeches based on outdated perceptions that persist among some of our most experienced leaders and media pundits. Apparently, many of them haven’t been into a GM showroom lately, talked to our customers, or driven our vehicles. In some ways, GM and I are both paying the price for some old injuries.

But change is upon us, and the news from J.D. Power today tells us that every GM brand scored above industry average in their latest Sales Satisfaction Index (SSI) Study. We continue to improve, and our dealers are providing the best service to customers in the industry — better than the imports, I might add.

Sure, between 2002 – 2006 General Motors reduced its warranty repairs by 40 percent … then reduced repairs again in 2006 and 2007 by about 14 percent, consecutively. We’re on track to do the same thing in 2008. That’s a testament to our quality. But if you asked a lot of folks today, they’d tell you about the problems they had, and won’t forgive, from plus-30 years past on their 1982 Oldsmobile.

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