Total Recall, A New Beginning

I received a call at work from Saturn of Ann Arbor last week. This professional female voice informed me that my Saturn Vue currently had two recall announcements and asked when I would like to schedule the GM paid repairs. This call took me completely by surprise. How did the company I bought while I lived in Michigan track me to my job in Ohio? I had to shake off the pre-internet paradigm and remember that you can usually be tracked anywhere. Of course I was working here when I bought the car and probably gave them this phone number in case they needed to contact me.

I politely informed her that Ann Arbor was a little out of my way and asked if I could take it to any Saturn dealer? She politely said yes, thanked me for my patronage, asked if there was anything else she could do, then hung up. I called the Saturn dealer in Toledo to schedule the repairs. I told the shop manager who I was and what I wanted, he pulled up all of the information on me and my car and gave me a range of dates. He let me know that it was a 4 hour job and that a rental would be available at no cost.

It amazes me that all of this information is available so quickly. I guess that they have their databases set up to manage to allow them to get any customer information immediately to avoid costly delays. I am also pleased with the level of service that the dealerships are coming across with. Polite and customer responsive are two things that I am not accustomed to. Maybe the level of competition is finally creating a push to become responsive to a customers needs. Wow, imagine that, a company that cares about you after they sell you the product. It is usually the wooing and the consummation followed by years of neglect. Sounds like the premise of every sitcom.

Icool

Cobb