I was just reading an interesting article that maintains that initial customer satisfaction with cars is positively correlated with their long-term dependability.
So, if our rides are solid during the first 90 days, they’ll probably hold up well for the next three or four years, so they say at J.D. Power & Associates.
Topping the article were photos of some reliable cars: the Buick Century, Toyota Echo and Acura CL., which are no longer made, by the way.
If you study these pictures you’ll notice something dramatic: All three models are ugly.
I have two pet theories: (1) Car makers TRY to make models ugly because that induces us trade them in more often; and (2) Ugly cars, for some unexplained reason, are more reliable.
Just think about the most beautiful designs in history, many of which came from Jaguar, before it was acquired by Ford. The lines were gorgeous, interiors burnished and silky, and they rode pretty well, too.
But they were always in the shop.
Exotic and gorgeous sports cars are known to be finicky and expensive to maintain and repair.
Recently, my head has been turning to the Range Rovers I’ve seen ambling down the highway. They boast clean, symmetrical lines, nice large windows, and a certain amount of grace and poise.
And Range Rover is yet another impressive luxury nameplate absorbed by Ford.
Where did it rate in a recent initial customer satisfaction survey?
Dead last, but I’m coming to expect that from cars that are drop-dead gorgeous.
Best-selling author of 12 books and more than 750 articles, Dr. Gary S. Goodman is considered the world's foremost expert in telephone effectiveness, customer service, and sales development. A top-rated speaker, seminar leader, and consultant, his clients extend across the organizational spectrum, from the Fortune 1000 to small businesses. He can be reached at: gary@customersatisfaction.com. |
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