Auto dealers, hybrids and bad customer service

Love your car salesman?

Recently, Jim Lentz, executive vice president for Toyota Motor Sales U.S.A., told an audience at the annual Management Briefing Seminars that customer service at auto dealerships was a serious problem. Citing a recent Gallup poll, Lutz claimed, "We have to improve, streamline and put the fun back into buying a car," he said, adding that the image problem created by disgruntled car buyers extends beyond lost sales.

"If we're not being seen as considerate to our own customers," he said. "Why should we receive consideration as an industry?"

Hybrid cars further demonstrate just how bad customer service is at many dealerships. Finish: Buying a hybrid: The car salesperson