Having just dealt with the local Lexus people on a new lease for my wife’s car, I once again encountered the truly bizarre ‘report card’ process many luxury car makers employ.
Our sales guy (or "Sales & Leasing Consultant" as his card states) was as nice as could be as he 
walked us through options, payment terms, delivery, etc. But, he really got down to business when the conversation turned to the ‘sales experience’ questionnaire we’d soon be receiving in the mail. As previous car salesmen have done in the past, the Lexus guy looked us firmly in the eyes and stated, "If there is any reason you feel you cannot give me outstanding grades in every category, please let me know now. You should know that my performance review and bonus depend on my receiving all ‘outstanding’ grades." Ouch. Talk about guilt!
Naturally, we nodded our heads and said, "Sure. No sweat."
But, the Lexus report card process got me to thinking: what other profession asks the prospective client for a straight A’s report card right in the midst of the deal?
Could you imagine a doctor doing this? "Oh, and one other thing. Before I perform the knee surgery, I’ll need you to fill out this report card. Please be sure to give me top marks."
Or, how about a PR firm who, as they finish up a big new business pitch, not only ask for the prospect’s account but, suggest that when their consultant calls in 90 days to conduct a verbal report card, the ‘new client’ provide outstanding marks in all categories?
So, here’s to the Lexus sales guy who will, in fact, be receiving outstanding grades from me when the ‘sales experience’ questionnaire comes in (he was a really nice guy, by the way). Far be it from me to rock the boat. And, besides, you’ve got to admire the sheer chutzpah involved in asking for straight A’s midway through the exam.
I, too, experienced this phenomenon a year ago.
I went into my local (30 minutes away) VW dealer to look at VW Jetta TDIs in Sept. ’05 after a roundtrip to Colorado (from Chicagoland) and was never even acknowledged. Then in Jan ’06 I went back because I was going from a public commuter to a driver for a new job – one that is 100 miles roundtrip each day and TDIs get over 40 miles to the gallon.
I was told I could order one because they were in high demand but could not get one until April. I said fine and dropped more money into my car with a bad cluth and then received a call less than a month later – they had my car! The salesman did the same thing with me – “Please,” he begged, “Give me good scores and if you can’t, call me and let me know how I can fix that.” Well, first off, he did a few shady things, so I called his office manager first.
He had told me I would need oil changes only every 10,000 miles (big selling point), but upon signing I learned it was 5,000. I also had to take an upgrade on a winter package which came with the car that bumped the price by $500 (included rubber mats in the car and trunk and mud flaps). If I purchased them separately it would have been less than $200! But they could not take them off and that’s what it would cost if I had purchased them and had them install them. I think I can install floor mats, thank you. And finally, he was trying to sell me a rust proofing, interior stain resistant package and never-wax exterior deal. It would have added about $50 to my payment. He said w/o rustproofing if he could get it down to $5 would I do it? I said sure. But when I went into sign the paperwork, the math didn’t exactly figure to $5 a month, more like $20 – so that was fixed really quick.
So after all that, he has the nerve to ask for a good grade?! It made me re-think the entire company.
Last week was my car’s one year anniversary. On Feburary 14, as I was driving down the road, I realized I had picked up my car on Valentine’s Day ’06. When I arrived home there was a card from VW wishing me and my car a happy first anniversary and they gave me an air freshener in the shape of an alarm clock. How thoughtful! We have had a great 32,000 miles together.
So this made me remember that all companies, great or not-so-great, all have not-so-great people within them. Maybe my dealership was shady, maybe just the salesman was shady, but so many companies have them. That report card was meant to help the company weed out the shady people because they can not see everyone and I do not feel one bit bad letting them know the truth for what seems like a great company or at least a great manufacturer (so far).
repman, see you had time for another enlightening post, yet i’m still waiting to hear specifically how you would have advised neeleman any differently. you were quick to knock jet blue b/c they wouldn’t hire you, so tell us what worldly counsel you would have offered to have saved jet blue?
by the way, if you watched any TV last night, you would realize that this could turn out great for jet blue. they are being applauded for their customer bill of rights and now the talk is that if other airlines dont follow suit, they will all be left behind.
repman, see you had time for another enlightening post, yet i’m still waiting to hear specifically how you would have advised neeleman any differently. you were quick to knock jet blue b/c they wouldn’t hire you, so tell us what worldly counsel you would have offered to have saved jet blue?
by the way, if you watched any TV last night, you would realize that this could turn out great for jet blue. they are being applauded for their customer bill of rights and now the talk is that if other airlines dont follow suit, they will all be left behind.