To the Editor:
While General Motors Co. CEO Ed Whitacre's idea about using Ritz-Carlton methods to treat customers is on the right track, giving employees money to wow customers is an interesting concept also ("Cadillac calls Ritz to capture luxury lost on young," autonews.com, June 13).
But unless things have changed since my time in the business, dealerships also need to take care of their salespeople.
Salespeople are disliked by most of the other dealership employees. They need to make a steady income and look and act like they can drive a Cadillac. Until that happens, you have unhappy salespeople, and that reflects the entire attitude of the dealership.
The dealer, owner, general manager and other managers have to be retrained also. The old way of selling cars is over.
Kudos to Whitacre for trying to effect change. I hope he can do it. GM has the product. It just needs to change the culture of its dealers.