To the Editor:
Almost from the moment the Toyota problems emerged, automotive dealers have been at the forefront of customer relations and information regarding the crisis. Dealers have been on TV, radio, in printed publications, posted information on their Web sites, established hot lines, extended service department hours and even offered to pick up customer vehicles for servicing in an effort to reassure their customers and correct the defect to their vehicles.
Toyota will survive as they assemble their crisis management team to deal with the recalls. However, the face of the company is their proactive dealer network, which will ultimately save the day.