So I’m about
eleven months away from the expiration of my car lease and I don’t think it’s
too early to start researching a new vehicle. My current ride is the official
state car of Arizona, a white four-door sedan. Very comfortable, extremely
reliable, great on gas mileage, and it was affordable.
Next time
around, however, I’m thinking of going a little bigger, possibly something
SUV’ish, truck’ish, or even Minivan’ish. That’s because I will probably be
doing a little bit more hauling of grandkids, groceries, and plywood, not
necessarily in that order.
And so, I’ve
begun my top secret research, looking at advance photos of next generation
SUV’s and minivans, possibly even crew cab pickup trucks, the other official
vehicle of Arizona. I’ve also been checking websites such as Edmunds, Kelley
Blue Book, Consumer Reports, and the big auto magazines. It’s amazing how much
information is out there…down to the last millimeter of every nook and cranny
of every vehicle.
Well, I
think that I’ve got my short list of contenders whittled down to my top five…
or six…or seven. But all the statistics and photos in the world don’t really
tell the story of what it’s like to sit behind the wheel, get the speedometer
up to 30 or even 40 miles an hour, and see how many rolls of Costco toilet
paper fit behind the last row of seats.
This morning
I was on my 6 AM walk with Bruno the Wonder Dog and I walked right past a
neighbor’s open garage. Inside was one of my short list cars. My neighbor was
about to drive away and I greeted her a good morning and casually said, “How do
you like your new Jeep?” She stopped in her tracks and went on for five minutes
about all of the things, large and small that she loved about the car. I
thanked her, after verifying that she didn’t work for the dealer or the
manufacturer, and continued on my way.
As I walked
I thought to myself, “This car is now near the top of my short list. It sounds
like the perfect choice.” And it occurred to me that my neighbor’s spontaneous
little speech had more influence on me than all of the research I had done to
that point and all the advertising that I had ever seen for the car and the
brand. A few heart-felt words from a neighbor swayed me more than anything else
I had seen or read.
What’s my
point? It’s that in today’s highly connected world, whether through social
media, mass communications, texting, or talking we are influenced by buyers/users/consumers/raving
fans far more than by sellers/marketers/advertisers.
Which made
me think, “How do our customers really feel about what we do? And are they
telling us about it when we screw up? Are they telling others when we do a good
job?” Based on my car research experience I’m asking all of our readers to
share the good and the bad with each other, and to especially let us know when
we’ve let you down or missed your highest expectations. If you do, we can work
on constantly improving our flaws. And if you share your positive experiences
with friends, family, neighbors, and co-workers we can serve more of you to the
best of our abilities. We can also share many of the great insights that we learn
from you each and every day as well. So start texting, tweeting, posting,
e-mailing or calling. We’re looking forward to getting our “report card”.
Thanks for
reading.
No comments:
Post a Comment