OK, Mazda, here’s your choice:
A. Replace the customer’s defective car now (cost: $30,000), or
B. Wait and cough up $300,000 later.
Guess which Mazda chose?
A simple conversation (a/k/a/ better business communication) could have resolved this mess 3-1/2 years sooner, salvaged a customer relationship, built great PR — and saved the company a quarter of a million bucks. What a waste…