Everytime I have spoken to someone about the 110 issue they remind me of a political spin officer, however not a very good one.
Nuke, this is really what troubles me most about the process. It's a different way of saying it. But it is the question in a nutshell. It addresses directly the discussion Gary and I have been having.
Though short sightedly a company, any company, may not see that it is simply good business to do right by its consumer base it actually is good business to do so. Those with a returning consumer base have to advertise less. Their cost to bring money back in is less if they have consumers that come to them without being reminded.
Harley, however, has treated failures, issues and problems very much politically. As a kind of individually determined policy issue rather then a service issue. With the goal of that policy all too obviously sometimes being "how little can we get away with and how much can we avoid this time."
In a very narrow term that keeps money in your pocket. In the longer term it will kill. Harley is unlike almost any other company, except perhaps the street corner narcotics dealer, in that it has an almost addicted consumer base. And it knows that. It knows that we'll just keep coming back. And it takes advantage as a result. It can move service responsibilities to policy questions of +/- in the short term and get away with it.
The longer term, however, will bite them. Hard. They may be beginning to barely comprehend the lack of a perpetual yellow brick road now. But the next buying generation will not be as easy as we've been. Harley will have to actually compete in the market place. Both at the sales floor and in the service arena. It's been a long time since they've had to do that. So far they're not learning to do it very well or very quickly.
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Topic: Wouldn't believe it if didn't see it myself (Read 8339 times)