I enjoyed Edward Lapham's May 13 column about "passion for the product" at Harley-Davidson dealerships.
He hit on the nose why I have never been hired into the automotive business.
I have a passion for cars, the auto business and auto racing. That was never good enough for any manufacturer or dealer. My MBA and all the fancy (and expensive) leadership programs my employers would send me to never impressed anyone in the industry either.
What Harley-Davidson sells is a passion, something that every car has for its particular buyer.
But the auto manufacturers felt that the passion could be created by an expert who used to sell soap.
I was trained in delivering to the customer extraordinary service in the sexy business of health insurance, and I can tell you that if you can instill a passion in your staff and the ability to spread that passion to your customer, the loyalty to you and your product will always be there, regardless of price. Thanks for sharing the truth.