What you don’t tell customers might kill you

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I just got off the phone with a survey company. They were surveying me about my recent interaction with GM.

The amazing thing was how great my experience with GM was. I’m surprised too.

The story began with me emailing a few of their executives to complain about how my 2006 GMC Yukon was rusting. Yes, I was definitely surprised by that. I was even more surprised that GM’s executive office called me a day later to talk about my problem. About two weeks later I was at a GM body shop getting my truck looked at by a GM engineer. Again, to my surprise my truck wasn’t rusting apart–it was something called “rail rust” and was cleaned off with an acid wash (whatever that is). That night my truck looked brand new.

GM to the rescue right? Right. But who will know but me, my family, friends and the rest of you who might stumble upon this post? That’s the problem.

So answer these questions:

How many of you ever heard of rail rust and that it is a common problem?
Did you know GM had an executive office that took complaints?
Did you know you could complain high enough up the food chain and get something fixed even if it wasn’t under warranty?
Did you know that GM has good corporate customer service?

My guess is that you answered “no” to all of those questions. Again, that’s the problem.

GM should pull a Jared and do some commercials not about how they are going to have an electric car in 2 years, but how they actually care about their customers.

People will care about companies who care about them.

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