Car dealers see recalls much differently than automakers and suppliers.
A product with faults can enhance the relationship, Pendragon CEO Trevor Finn said during a panel discussion on auto retailing at the Automotive News Europe Congress. If we fix it and they never have a problem again you build a bond.
Ton van Soest, CEO of Dutch-based dealer group Kroymans Corp., agreed, adding that todays cars are built so well that the contact between the end user and the dealership is limited.
Finn joked that the ideal scenario for retailers would be for component makers to put one easy-to-repair flaw into each car, so we can wow our customers.