The Washington times., 1915-05-15
SERVICE PROBLEM
AC|TATES DEALERS
Packard Company Manager
Shows Manufacturers Must
Adopt Uniform Policy.
By his bold handling Of the much dis

By his bold handling Of the much dis
cussed problem Of service. Alvan
Macauley opened the eyes Of the leaders
Of the motor truck industry at the con-
vention Of the National Automobile
Chamber OF Commerce held recently in
Detroit Mr.. Macauley, who is vice
president and general manager Of the
Packard Motor Car Company, pointed
out the need of public education on this
subject and indicated that, in Justice
to themselves and their business, the
manufacturers must sooner or later
adopt uniform service policy. He
said In part:
THE term service at present covers
three branches of work. as ! see II:
"First-The correction. at the manu-
facturer's expense. Of defects in mate.
rial or workmanship, for which the
manufacturer is properly held account,
sble.
"Second-The repair of vehicles that
have deteriorated through use or abuse
"Third-An indefinite something be.
yond legitimate repair work which is
performed gratis for the purpose OF
showing the broad-gauged good will OF
owners Of vehicles.
Il think 1t is correct to say, there
fore, that service consists essentially
OF repair work and advertising
In the absence of specific promises
,, 70 ms patrons. the manufacturers OBJ.
iigation extends only to the point of de-
iivertng to his patrons cars or trucks OF
mis- standard of material and workman
ship There is no obligation upon him
TO deliver a perfect vehicle. especially
since such vehicle has probably moi
yet been devised. But there is a strong
obligation to deliver to patrons that
Huaiity Of material and workmanshin
which he has previously established as
MS standard Of excellence.
beyond this point we are under no
moral obligation, and what we may do
additional constitutes the advertising
element or service. Is there any COM
mon ground which 1t is advisable for
all manufacturers to stand upon?
I'm the long run patrons are hetter
satished TO pay fair price for service
work. II It is done Immediately the need
develops. and II 1t is thoroughly we'll
done at the first effort. than with care
charge Is made. NV
'Wh hat kind of service is promised
you when you buy a yacht; or a gun. or
a locomotive. an installation for vour
power plant. machine tools, an elevator
or Wna! not; In all Of these lines we
EXPECT the manufacturer to make good
II ne sells us an article that Is below
his established standard of excellence
Also. We know perfectly we'll that If
we ask him to do anything more we
shall expect to nay the bill for time and
materials. and reasonable profit,
Eoucation Ia what Is badly needed
"uucaton along broad lines OF fair and
uniIorm dealing. untainted by influence
or pressure.
IAN manufacturers adopt a standard
service policy? OF course. they can but
they won't. probably until the absolute q
necessity is brought home to them
through the financial showing of their
ueaiers. II Will come in time as a mat
come soon. because the margin OF profit
from the manufacture and sale Of easo:
iene vehicles is narrowing rapidly Under
the intensive competition
! believe all manufacturers are ready
TO ADOPT a standard service policy an
soon as they are. shown one that is in
successful operation. and which is fair
70 owners and possible of being carried
out by dealers"