Service Drive Magazine – Today’s Owner of A Recalled Vehicle Can be Tomorrow’s Happy Service or Sales Customer
U.S. Defense Secretary Donald Rumsfeld, you may recall, felt there were three categories of knowledge:
“… There are known knowns; there are things we know we know. We also know there are known unknowns; that is to say, we know there are some things we do not know. But there are also unknown unknowns – the ones we don’t know we don’t know.”
Now, once your brain stops hurting trying to figure out what he was saying, I think you’ll agree that in auto dealerships, this same principle can be applied to define categories of customers…