Which came fist, the customer service or the customer? Last year I received a letter (like all stock holders) from General Motors CEO Rick Wagoner, detailing the cuts in production and so forth that were taking place with GM for survival. I couldn’t find a mention of customer service anywhere in the letter, or anywhere in the media, for that matter. (Check out the post I made July 26, 2008: GM Customer Service). I could tell from the letter that customer service wasn’t mentioned, that it was a survival mode, and the luxuries were not being addressed. Like Maslow’s Hierarchy of Needs, basic survival comes before self actualization. Since when is customer service a luxury??? Maybe that’s where things went wrong. Rick Wagoner has been with GM since 1977, according to an article today on Yahoo News, and was asked today by President Obama to step down. Well that doesn’t come as a surprise since the company is being artifically supported by me, and you, and every other American taxpayer! I had a few ideas last July about directions that GM could go, and they all centered around good customer service. What do people need? They don’t need huge expensive “boats” for cars, that’s for sure. Why are people oversold items they can’t afford and don’t need? That old model of corporate America is folding like a house of cards…
Good by Mr. Wagoner, best wishes in your retirement. Good luck President Obama, I hope your patient survives!
