Engineering vs. Customer Care

*The_Blur* · 06-23-2011, 12:30 PM

We talk a lot about dealers being idiots, and that frequently goes beyond the dealership.

Take, for instance, a case of engine modification. You talk to two shops. Shop number one, Best Engineering, has a Dr. House approach to building a fast car. They treat you like dirt. They don't keep you updated on the process. In the end, though, they always build the most durable, fastest car. Compare this with another shop, Amazing Customer Care, who builds a decent product but specializes more on the sales side than the build side.

This goes deeper. Would you rather pay to talk to a sales specialist who tells you what you want to hear or talk to a less eloquent performance engineer who gets the job done, usually at a lower cost if you compare apples-to-apples.

Discuss, and vote as if you can only have one.

8cd03gro · 06-23-2011, 12:35 PM

Product over service. However, that only goes so far. For example, if they give me a date by when an engine or what have you will be complete, but they miss that mark by a mile, I will be very dissatisfied. Pleasantries and bending to my will are unimportant to me. Getting the product done right and done on time are however, of the utmost importance.

LOWDOWN · 06-23-2011, 12:56 PM

Blur, there's no "black or white" answer to this one...only "opinion"...but, eventually, we all vote with our wallets. The busier shops have the best "compromise"...

The last time I checked, vinegar and honey cost about the same, roughly. So, if you engineer and produce an excellent product, why wouldn't you put a modicum of effort into seeing that folks clearly know and properly understand "the process", the "terms and conditions", and "realistic expectations and limitations"? "Engineers" are notorious for not having patience with the "great unwashed"...so have someone available who does...

"Grumpy" Jenkins is...but he's not the only one in the shop. (Sorry, Bill, just an example...)

canadian ss · 06-23-2011, 01:05 PM

With great engineering, you wouldn't need customer service. Things would be built to the highest standards.

Stew · 06-23-2011, 01:06 PM

Loaded question. IMHO you can't have one without the other. If you provide a great product, but treat me like shit, I will not be back, on the same note, you can treat me like a king, but if your work is shoddy, same result.

Rogue Leader · 06-23-2011, 01:29 PM

I voted for customer care, but I didn't mean to. Having a great line of BS is great and kissing my butt is too, but in the end its my money and i gotta drive the car around every day, so I would rather have the best quality build.

dmginc · 06-23-2011, 01:54 PM

Quote:

Originally Posted by Stew

Loaded question. IMHO you can't have one without the other. If you provide a great product, but treat me like shit, I will not be back, on the same note, you can treat me like a king, but if your work is shoddy, same result.

This!

CamaroSkooter · 06-23-2011, 03:04 PM

I pick excellent engineering every time. But that's because I'm an engineer.

Reminds me of the old addage:

Fast.
Durable.
Cheap.

Pick two.

*DGthe3* · 06-23-2011, 06:13 PM

Engineering ... but I'm a tad biased

Reminds me of Audi vs Jaguar. For years, Jaguar has led the industry in customer service yet their cars were ... not so great. Meanwhile, Audi has been at or near the bottom for luxury automakers yet their cars are the benchmark in a lot of areas. Most people I know would rather have an Audi over a Jag, myself included.

View Poll Results: Would you rather have great engineering or great customer care?
Engineering—they can treat me like dirt as long as my car is the best.	6	85.71%
Customer care—they have to treat me like a king even if my car is okay at best.	1	14.29%
Voters: 7. You may not vote on this poll

06-23-2011, 12:30 PM	#1
The_Blur Moderator Drives: 2018 Harley-Davidson Street Bob Join Date: Nov 2007 Location: San Diego Posts: 14,768	Engineering vs. Customer Care We talk a lot about dealers being idiots, and that frequently goes beyond the dealership. Take, for instance, a case of engine modification. You talk to two shops. Shop number one, Best Engineering, has a Dr. House approach to building a fast car. They treat you like dirt. They don't keep you updated on the process. In the end, though, they always build the most durable, fastest car. Compare this with another shop, Amazing Customer Care, who builds a decent product but specializes more on the sales side than the build side. This goes deeper. Would you rather pay to talk to a sales specialist who tells you what you want to hear or talk to a less eloquent performance engineer who gets the job done, usually at a lower cost if you compare apples-to-apples. Discuss, and vote as if you can only have one. __________________ RDP Motorsport//GEN5DIY//Cultrag Performance//JPSS//Rodgets Chevrolet// Operation Demon//Buy at Invoice//RACECARWEAR RESPECT ALL CARS. LOVE YOUR OWN. warn 145:159 ban

06-23-2011, 01:29 PM	#6
Rogue Leader Iatefiberglassinsulation Drives: 2010 Camaro 2SS M6 Join Date: Oct 2008 Location: Long Island Posts: 3,601 View My Garage	I voted for customer care, but I didn't mean to. Having a great line of BS is great and kissing my butt is too, but in the end its my money and i gotta drive the car around every day, so I would rather have the best quality build. __________________ 2010 Chevrolet Camaro SS - was daily driver, now toy 2020 Alfa Romeo Giulia Quadrifoglio - Daily Driver 2017 Mercedes Benz GLE 350 - Wifes Car 2008 Chevy Silverado 2500 HD LT 6.0 - Tow Vehicle 1991 Alfa Romeo 164S - Project Car 1994 Volkswagen Golf - Race Car "Like" my race team on Facebook: http://www.facebook.com/farfrumwinnin

06-23-2011, 03:04 PM	#8
CamaroSkooter Retarded One-Legged Owl Drives: 2010 Black Camaro 2SS Join Date: Oct 2008 Location: San Antonio, TX Posts: 9,745	I pick excellent engineering every time. But that's because I'm an engineer. Reminds me of the old addage: Fast. Durable. Cheap. Pick two. __________________ My VIN = 2G1FK1EJ9A9105017 Build Date: 04-23-2009 according to: http://www.compnine.com/vid.php

06-23-2011, 06:13 PM	#9
DGthe3 Moderator.ca Drives: 05 Grand Am GT Join Date: Jul 2007 Location: Niagara, Canada Posts: 25,366	Engineering ... but I'm a tad biased Reminds me of Audi vs Jaguar. For years, Jaguar has led the industry in customer service yet their cars were ... not so great. Meanwhile, Audi has been at or near the bottom for luxury automakers yet their cars are the benchmark in a lot of areas. Most people I know would rather have an Audi over a Jag, myself included. __________________ Note, if I've gotten any facts wrong in the above, just ignore any points I made with them __________________ Originally Posted by FbodFather My sister's dentist's brother's cousin's housekeeper's dog-breeder's nephew sells coffee filters to the company that provides coffee to General Motors...... ........and HE WOULD KNOW!!!! __________________ Camaro Fest sub-forum

06-23-2011, 12:35 PM	#2
8cd03gro Drives: 2005 STi corn fed Join Date: Jul 2008 Location: Colorado Posts: 2,997	Product over service. However, that only goes so far. For example, if they give me a date by when an engine or what have you will be complete, but they miss that mark by a mile, I will be very dissatisfied. Pleasantries and bending to my will are unimportant to me. Getting the product done right and done on time are however, of the utmost importance.

06-23-2011, 12:56 PM	#3
LOWDOWN Downright Upright Drives: Daily Join Date: Apr 2009 Location: Cruisin'... Posts: 4,145	Blur, there's no "black or white" answer to this one...only "opinion"...but, eventually, we all vote with our wallets. The busier shops have the best "compromise"... The last time I checked, vinegar and honey cost about the same, roughly. So, if you engineer and produce an excellent product, why wouldn't you put a modicum of effort into seeing that folks clearly know and properly understand "the process", the "terms and conditions", and "realistic expectations and limitations"? "Engineers" are notorious for not having patience with the "great unwashed"...so have someone available who does... "Grumpy" Jenkins is...but he's not the only one in the shop. (Sorry, Bill, just an example...)

06-23-2011, 01:05 PM	#4
canadian ss Psycho on day pass Drives: 2010 yellow 1ss m6 -GM tech Join Date: Apr 2009 Location: grimsby, ont. Posts: 487 View My Garage	With great engineering, you wouldn't need customer service. Things would be built to the highest standards.

06-23-2011, 01:06 PM	#5
Stew Drives: 92 Luminadead/01 Dakota/97 F150 4x4 Join Date: Jul 2009 Location: Eastern, Ky Posts: 3,789	Loaded question. IMHO you can't have one without the other. If you provide a great product, but treat me like shit, I will not be back, on the same note, you can treat me like a king, but if your work is shoddy, same result.

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