I was talking to a woman yesterday who asked my opinion on what vehicle she should buy. When I mentioned a model, she said she'd never buy a domestic. Why not? She wasn't happy with the dealer she'd encountered.
Which made me realize something very vital. An auto company spends years and millions of dollars designing a vehicle. It spends many more millions getting it onto the assembly line, and then spends again to launch and advertise it. The CEO poses beside it at the auto shows, the publicists woo the media with it, and men and women toil on the assembly line to build it.
And then it all comes down to the guy on the other side of the desk at the dealership.
I worked in dealerships, and I can tell you this: there are some really good, really dedicated people out there who genuinely feel a calling, and who truly have the customer's interests at heart. And there are more than a few who couldn't make a go of it selling computers or lawnmowers or whatever, and so they answered an ad, spent a week learning the ropes, and then got sent out to deal with the public.
For all the public sneers at auto salesmen, selling cars is not a cushy job. There are very long hours involved. You've got pressure from the customers, pressure from the sales manager, pressure from the dealer principal. You have to deal with tire-kickers and people who don't think the company should make a penny of profit on the car. And even though you've been behind your desk for ten hours that day, if you don't sell a car, you don't take home any money.
And yet, that car salesman, whether he's good or bad, is the auto company. If he screws up badly, never mind that the customer isn't coming back to the dealer again; he or she may never come back to the brand at all.
No matter how big the auto company is, no matter how much they pay the CEO, no matter how many people work for it, it all comes down to this: all that time, all that engineering, all that design, all that assembly, and the final spokesman for the brand is a guy who doesn't even work for the company itself, and who really just wants you to buy the car so he can go the hell home to his family.