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http://www.autocar.co.uk/blogs/anyt...01/ferrari-vs-mclaren-ferrari-s-response.aspx
Comes across to me as pompous and defensive, any other views?
Comes across to me as pompous and defensive, any other views?
Ferrari responce to Steve Sutcliffe re service
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While I feel Ferrari's response is appropriate, if a bit cold (and the manner in which they replied sort of lends credence to the original letter's feelings about Ferrari PR), I have to concur about how special McLaren has made me feel as a buyer. Ferrari did the exact opposite. When I went in to look at a 430 Scud, I was directly told I probably wouldn't even be allowed to test drive it (this was a used factory demo Scud w/ 10K miles). Then was told a different (higher) price than what was listed ON THE CAR. McLaren on the other hand is fast to answer questions, hooks me up with invites to events, and generally just is pleasant to speak to.
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Yes, guess Ferrari have had it their way for some time and , maybe, lost sight that they cannot survive without customers - or their dealers are not being managed and are part of the problem.
I once managed a business to a monopoly margin and it does seem to create internalised perspectives, nothing like competition to change those perspectives!!!!
McLaren seem to have started well but have yet to become a fully operational, independent, car company but they are making fast progress despite the inevitable hiccups.
Deer tracks and Turkey feathers make mighty thin soup.............but the MP12 margin will make mighty fat shareholders......watch out Ferarri...
I once managed a business to a monopoly margin and it does seem to create internalised perspectives, nothing like competition to change those perspectives!!!!
McLaren seem to have started well but have yet to become a fully operational, independent, car company but they are making fast progress despite the inevitable hiccups.
Deer tracks and Turkey feathers make mighty thin soup.............but the MP12 margin will make mighty fat shareholders......watch out Ferarri...
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lol - wish I could get in on some McLaren shares. I hold a ton of Vodafone though... so I feel a modicum of race team ownership? lol...
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Frankly, I'm surprised the FNE rep was authorized to respond. Very un-Ferrari-like in that they seldom get dragged into the minutiae of specific situations in public like this.
Perhaps McLaren is having more of an impact in Maranello than most had anticipated. I have to think if the original letter to Sutcliffe was from a Lambo customer, Ferrari would never have bothered to send a response.
Perhaps McLaren is having more of an impact in Maranello than most had anticipated. I have to think if the original letter to Sutcliffe was from a Lambo customer, Ferrari would never have bothered to send a response.
I am certain the top brass at Maranello are very concern. Recently they launched their 7 yr service program. From a market leader with a long waiting list and a reliable product, i was rather surprise. They both race in F1, hate each other's guts but deep inside, huge respect for each other. You don't see Ferrari bat an eyelid when it comes to Lambo. This is great news for us consumers and will result in better products and services to win us over.
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had an arrogant SOB in AZ ferrari.........but in Miami the salesperson was really nice........even gave me an investment tip
I understand some of the points that the rep makes in the response with respect to deposits and service. But I've had similarly poor experiences with Ferrari dealers here in southern California: no help buying a 430 so I bought privately, no information on the 458 despite being "on the interest list" for a couple of years, let alone invites to the new vehicle launches that the rep mentions. And no help from the dealer regarding info for F1 paddock passes, driving schools or the factory tour that she also mentions. The McLaren experience has been the polar opposite, so far.
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Comes across that Ferrari do not manage their dealers plus in Europe they have fogotten their customers want to be treated as ' on the team'.
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When the McLaren folk passed through Houston last week with their demo car, I jokingly said that "I hope I'll get invited to the Austin Grand Prix next year". They said that their plan is to get as many MP-4 owners as possible to Austin to support the team, so I fully agree that the McLaren ethos is to get us in with them rather than treat us in the 'Tifosi' way
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Man, that's exactly what I was thinking. The ONLY response is to change your behavior and then let the world report it. The worst thing you can do is defend yourself in public.
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Spot on August West. Are you in PR?
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He basically said, "Yeah, we were dicks to this guy after he bought 5 Ferrari's, but we're TOTALLY not gonna do it to you. Honest."
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Sort of. But that's not really where it's coming from. It's more from just paying attention, I guess.
How do you "save face" when you've lost or otherwise drawn criticism? We've all competed, and we've all lost (and tried/failed). And generally, we all know why we lost/failed. And we all know the VERY worst thing we can do is try to justify our losing by providing our explanations for losing (or trying to justify those things which we're being pilloried for) in the public arena. The only way to come back is to start winning/start generating positive feedback.
And it's the same with everything. ACTIONS not words.
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