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Comments
-juice
I had a thought about how we could make a positive impression on her new management chain. While we all recognise that these factors are strongly related, these folks are less interested in the technical details of how cars in service get fixed. They are more strongly focused on how many previous customers return, and how many new customers join the fold, and why. What we need are some strong testimonials about how SoA's (Patti's) presence on these boards directly influenced your decision to buy your first or another Subaru, or how the positive things you said helped score additional sales to friends or family.
I strongly believe (trust me on this one...) that this will have a bigger influence on changing this situation than our present focus has.
Steve
Steve
Bob
I bought my second Subie ('04 Forester XT) again based on my own research. Patti's presence and the Edmunds community might have factored in to my decision, but I can't say that I wouldn't have bought the F-XT if Patti wasn't here. And when it comes time to replace our MPV (if another minivan isn't necessary in our requirements) or my F-XT, I'm 90% certain that a Legacy GT sedan would be in our driveway.
If Patti/SOA leaves the TH/Edmunds, I would still plan on the Legacy. Unless the Subaru lineup suddenly becomes clones of GM products...
Also, perhaps give SOA and Patti a break on the promotion - she and SOA likely had no idea the promotion was in the works when the Drive article went to press. When the position appeared, SOA looked for the most qualified person and found her.
-Brian
Anyways, Patti's presence here makes it a lot morelikely that I will buy another Subaru, and is also animportant part of the allegiance I feel to the brand....because her presence makes me feel like they have an allegiance to us. We're on Subaru #3 right now, and I also got Mom into one last year, as well as a co-worker. If SoA starts pulling the plug on their connections to their grassroots fans, then they lose some of their distinction for me. That in turn makes me more likely to shop another brand.
Ya know, we (well, most of us anyway) have overlooked obvious packaging defecits like HID, SatNav, 6-speed MT, 5EAT, no sunroof with manual trans, etc. because we really believe in AWD and in Subaru. but if they feel like kicking us to the curb, then it becomes time to consider shopping around more than I have in the past. If they want to be Audi or Volvo, fine. But just remember that by becoming just another premium car maker, you give us loyalists a reason to shop around more.
Rob: more likely ("most likely:)
Bob: much more likely ("very important")
Papa Bear: same
Lucien: much more likely
Keep 'em coming folks.
-juice
Much more likely to purchase another Subaru.
I know Patti's presence has been a deciding factor when I have encouraged friends to purchase a Subaru. This in turn has led to 3 Subaru's being purchased, the latest being last week in the Boston area when a friend purchased a LL Bean Forester for his dad.
As for myself, knowing Patti is here in an official capacity is reassuring, and will definitely be a factor when I purchase my next Subaru. I am unaware of any other manufacturer offering this level of support.
Mark
That fits me to a T. I'm sure I've said it here before, but Patti's direct involvement with the service department at the dealership where I bought my first Subaru was the defining event that led to my sticking with the brand and buying my second Subaru this summer.
At that time I was experiencing the repeated rear wheel bearing failure that plagued many first-gen Foresters, which was accelerated by the improper install by that dealer's service tech. Patti had someone come out and supervise the reinstall in person to ensure the bearing wasn't damaged in the process. That's attention to detail.
It's also pretty clear that Patti relayed feedback on features in future models from here back to product planning. The only thing my Forester XT lacks that would've made it perfect IMO is the Sportshift 5EAT, and I imagine if I'd been a bit more patient I could've gotten one in the not-too-distant future.
I understand perfectly why Patti as an individual may not appear here again in the capacity she once did. I do hope SoA has learned from her experience and will continue to have someone serve in that role. So Patti, if you're lurking, maybe SoA should set some time aside for you to train a replacement? I can think of a couple of people in Cherry Hill off the top of my head who, while never quite filling your shoes, could do a fair job walking in them.
Ed
Rob: more likely ("most likely:)
Bob: much more likely ("very important")
Papa Bear: same
Lucien: much more likely
Mark: much more likely
Ed: more likely
More likely...
Her influence does make a difference and shows that Subaru is serious about their consumers and are appreciative!!! I'm looking into the SUV, since I don't fit in anything else... but it'll be for my wife. That's the only saving grace Subaru has right now... but with Patti gone, it also tells us other things about Subaru, which don't sit well with me and leaves a sour taste in my mouth!
Rob: more likely ("most likely:)
Bob: much more likely ("very important")
Papa Bear: same
Lucien: much more likely
Mark: much more likely
Ed: much more likely
Big Elm: more likely
Keep 'em coming. The trend is clear already, though.
-juice
I think I just demonstrated that with my recent purchase of a 2005 Legacy GT Ltd wagon. There were several competing models, but the one factor that the other makes didn't have was customer intimacy.
No other company that I know of has an official presence where a customer can actually contact a live person who not only cares about the ownership experience, but remembers you as a person. For Subaru marketing people, Patti's value added translates into lower perceived risk which then lends itself to customer loyalty and real dollars.
Look at all the people here who have become product evangelists on account of having Patti on board. The impact of this group extends far beyond just the Edmund's forums but into the mass media (as demonstrated by juice) and other car owners groups. Not too many marketing initiatives offer such high return on investment.
Ken
Rob: more likely ("most likely:)
Bob: much more likely ("very important")
Papa Bear: same
Lucien: much more likely
Mark: much more likely
Ed: much more likely
Big Elm: more likely
Ken: much more likely
Even though Patti played some part in buying our first Subaru (Susan's Legacy) you guys had more of an influence. We spent quite a bit of time reading these boards and asking questions here and it definitely made a difference. However, the few small problems we've had have been solved with Patti's assistance.
Serge
The personal service and attention to details also makes me far more likely to purchase again.
Steve
Since Patti helped me and family members with Subaru issues, it made me understand that she, as an official rep of Subaru, really cares about doing the right thing and keeping customers satisfied with their vehicles. When my folks got their clutch fixed for free because of this attitude, it seriously made them into Subaru customers for life and reaffirmed my belief that Patti and her team are caring and fair.
Let's face it, Subaru dealers are not the best at keeping customers happy. SOA needs people like Patti who are willing to listen, consider the facts, and then act in the combined interest of the customer and SOA. We need qualified people like that who care. You just don't find that at dealers, so having the resource on Edmunds is a big plus.
Craig
Being able to communicate with her made me feel like Subaru really cares about their consumers. I understand that every company has to focus on the "bottom line" but this decission needs to be re-thought. Patti was worth her weight in gold as a good will ambassador.
- hutch BBP = bring back Patti
Rob: more likely ("most likely:)
Bob: much more likely ("very important")
Papa Bear: same
Lucien: much more likely
Mark: much more likely
Ed: much more likely
Big Elm: more likely
Ken: much more likely
Serge: much more likely
Craig: much more likely
Hutch: much more likely
C'mon Kate, Brenda, Dave, Mike, Dave, Steve....
-juice
It's so different in today's world to have someone from the company to talk directly too and have an ongoing relationship with. Very unique. But maybe we're tiring sometimes? ;-)
tom
Steve
Rob: more likely ("most likely:)
Bob: much more likely ("very important")
Papa Bear: same
Lucien: much more likely
Mark: much more likely
Ed: much more likely
Big Elm: more likely
Ken: much more likely
Serge: much more likely
Craig: much more likely
Hutch: much more likely
Tom: much more likely
Paul: more likely
Martin: much more likely
Swampy: more likely
Steve: much more likely
Sorry, Steve, I didn't see a direct response but I think it's pretty obvious there was a great influence. :-)
-juice
-Dan-
Rob: more likely ("most likely:)
Bob: much more likely ("very important")
Papa Bear: same
Lucien: much more likely
Mark: much more likely
Ed: much more likely
Big Elm: more likely
Ken: much more likely
Serge: much more likely
Craig: much more likely
Hutch: much more likely
Tom: much more likely
Paul: more likely
Martin: much more likely
Swampy: more likely
Steve: much more likely
Dan: more likely
(but yeah, I still bought an Evo)
~c
Rob: more likely ("most likely:)
Bob: much more likely ("very important")
Papa Bear: same
Lucien: much more likely
Mark: much more likely
Ed: much more likely
Big Elm: more likely
Ken: much more likely
Serge: much more likely
Craig: much more likely
Hutch: much more likely
Tom: much more likely
Paul: more likely
Martin: much more likely
Swampy: more likely
Steve: much more likely
Dan: more likely
Colin: more likely
She has been instrumental in convincing customers who were determined to go to another brand, because of indifferent treatment by dealers. Ed Johnston comes readily to mind, before Patti got involved on his behalf he was a very unhappy owner.Even though I am a Canadian owner she has even gone to bat for me when SOC was basically telling me to go whistle Dixie.
In conclusion Patti is a very positive representitive for Subaru, she has always held up Subaru of America in positive light.
Cheers Pat.
juice: much more likely
Rob: more likely ("most likely:)
Bob: much more likely ("very important")
Papa Bear: same
Lucien: much more likely
Mark: much more likely
Ed: much more likely
Big Elm: more likely
Ken: much more likely
Serge: much more likely
Craig: much more likely
Hutch: much more likely
Tom: much more likely
Paul: more likely
Martin: much more likely
Swampy: more likely
Steve: much more likely
Dan: more likely
Colin: more likely
Pat: more likely
-juice
I feel bad for saying 'same'.
I'm certain if I had a previous issue (one that Patti would have addressed), I would have rated it accordingly (likely getting a 'more likely' vote).
I do consider a Patti/SOA presence important and do really want her (or SOA) to participate in TH. Perhaps my vote should be between same and more likely?
-Brian
-Dave
but it makes me more likely to buy Subaru again ... as I have some 'qualms' about my local dealer at this point ...
BUT
it really sucks not having any selection. poor dealers get rewarded because there's no where else to take a product that earned their business.
I will appreciate a good dealer and consider buying another car from them, or having them service my cars in the future. My BMW dealer was remarkable in every sense of the word.
But I won't buy a car just because the dealer is good. The BMW dealer is adjoined to a Chevy dealer. I doubt their service on the Chevy side is as good, and I wouldn't buy a Chevy or another BMW just for that service anyway.
If there were two BMW dealers-- which like Subaru, there is not in my town of ~400,000, then I'd unquestionably choose the better of the two regardless of which was closer to me.
~Colin
While I have not had any issues for Patti to escalate / resolve, it is (hopefully not was) comforting to know that someone at SOA is ready and able to serve and satisfy their customers.
DaveM
-B
Not having that person will make it much easier to defect.
Jim
Finally got the photos up. The site says the code is for thumbnails; however, they are large.
Serge
P.S. For the first time in many years, the latkes came out TERRIBLE...will try again later this week...HAPPY Chanukah to all
juice, I am laughing out loud! Because I really want a new GT, and can be impulsive when it comes to buying a new Subaru, I have taken to walking into the dealer with only $30.00 in my pocket for my oil changes. No blank checks. No credit cards. No new car. Problem solved for the time being. The fence can be very slippery. Rob M.
Cheers!
Paul
~Colin
juice: much more likely
Rob: more likely ("most likely")
Bob: much more likely ("very important")
Papa Bear: same
Lucien: much more likely
Mark: much more likely
Ed: much more likely
Big Elm: more likely
Ken: much more likely
Serge: much more likely
Craig: much more likely
Hutch: much more likely
Tom: much more likely
Paul: more likely
Martin: much more likely
Swampy: more likely
Steve: much more likely
Dan: more likely
Colin: more likely
Pat: more likely
Dave (hypov): much more likely
Brenda: more likely
DaveM: more likely
beanboy: more likely
Jim: much more likely
I'm lucky, there are 7 Subaru dealers within driving distance.
But I think a lot of us would agree, especially with a small dealer network, a grass-roots presence certainly helps offset that disadvantage.
What would cost more, opening 300 more dealerships, or letting Patti browse these boards? :-)
-juice
"It'll be better when they add some stuff next year."
Just keep telling yourself this over and over and over . . .
But I'm really happy with my GT now! ;-)
tom