One of the things I always ask myself when our service organization wants to say that the customer is wrong, is …what made the customer think this way? Did our sales force sell it wrong? Is there something wrong on our website or our packaging? Read about a car manufacturer that misled customers but could weasel out of it legally through a disclaimer on the web. A few tips are given on how to handle situations where you have to say ‘no’ to a customer.

A recent beef in the Toronto Star called When a new car does not come as advertised about Toyota not meeting its advertised specifications for its Lexus CT200 demonstrates that Toyota still has not understood its customer expectations. When the car specifications in the websites, down-loadable brochures and owners manual do not match the customer specifications, customers will react negatively. With a large order backlog for CT200s, I expect Lexus will see some cancellations of orders as a result of this publicity.

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