Episode 45: How Could Ford Improve the Communication about their Orders to Customers?

[fordvideoguy]

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[RonFLA]

Even if there is no change in status, we need the ability to quickly check status.

There should be a dedicated, model specific, webpage and phone/chat using AI to automatically pull your information and give you a current status.

Ideally as things begin to smooth out and Ford gets a handle on this direct to customer order process, providing basic projections for milestones in the process would be great.

Big picture, having the ability to access factory line, video cameras and actually see the Maverick production line, real-time would be really neat and motivating for us waiting.

 

[Meintc]

@fordvideoguy Do you know if the June Emails are still going to be sent for all orders not scheduled yet? That was mentioned in an April email I received from Ford.

 

[8211badger]

Better communication=share holders getting nervous at everything.
share holder getting nervous=stock price dropping.
This is how FoMoCo wants it.

 

[aitch-2-oh]

Would an Order Tracking tool that hasn’t worked 100% of the time count as a form of communication?
If so, queue Led Zepplin’s ‘Communication Breakdown’, set to 11…cuz the Tracker is broken…

 

[Captain]

Hi Tim. communication is really a simple thing. Bring back Customer Service. Remember when you first started selling cars? You called your customers, you came in on your day off to deliver their car to them. You were there for them, remember? You needed them, they needed you, and together you made a living, and they were happy driving out. But, so were you. You worked at the sale, you jumped through hoops and you felt good. Where is. Ford in that process now? No where, to be found, worse, they don’t bother to tell you anything about your order. They no longer need your trust, just your money. They no longer need to talk to you, just yes you to death. Ford needs to be hungry… remember just starting out, how hungry you were? Ford is quickly losing its more important money maker, losing the trust it had worked so hard to gain. Ford is losing me, and thousands like me, Ford has become that huge “I don’t give a shit” Company and that’s sad. A simple monthly email, low cost, even auto generated email telling me that I’m important, showing me I’m important would help get back some of that trust. Communication is a two way street not a one way dirt road. I’m tired of calling, Ford Chat and Maverick Forums… speak to me, Ford… your existence depends on me, the customer.

 

[Scarecrow]

As I've said before...

Just revamp the website so that "My Reservations, Orders and Purchases" has all status information beginning with the time you place the order (the My Reservations part).

 

[Demoguy1]

At this point, any communication would be appreciated. At the very least provide a quarterly update.

 

[theway-yay-ting]

@fordvideoguy Do you know if the June Emails are still going to be sent for all orders not scheduled yet? That was mentioned in an April email I received from Ford.

Maybe they're waiting until next week's round of scheduling (for late Aug production dates) is done?

 

[Wnbasac]

Even if there is no change in status, we need the ability to quickly check status.

There should be a dedicated, model specific, webpage and phone/chat using AI to automatically pull your information and give you a current status.

Ideally as things begin to smooth out and Ford gets a handle on this direct to customer order process, providing basic projections for milestones in the process would be great.

Big picture, having the ability to access factory line, video cameras and actually see the Maverick production line, real-time would be really neat and motivating for us waiting.

Your kidding, right? If you owned Ford would you invest in a seperate web site and manpower, just so impatient people could access other than what’s already available? Don’t think so, let it goooooo . It’s just not Ford its every Manufacture experiencing delays

 

[Vols44]

As one of the MTC posters who watched E45, @fordvideoguy stated most of what others posted and generally agrees that the gaps can be bridged.

He puts time stamps on all weekly live stream sessions so people can access which ever chapter they want to listen and re-listen to for pertinent details. I mentioned my ideas in the YT feedback area.

Are MTC posters looking for raw information about their order? How go get better feedback from their dealer?

I thought the detailed recall information was stellar. Ditto the Midwest Maverick Meetup, additional perspective on the Ford Authority spy shots and particulars on the on board modem. I also learned more about the VIN-to-window sticker transition.

 

[WesM]

Ok so I did not have time to listen to a 2 hour youtube video. but here are my thoughts.

When placing the order in the Ford system, Ford should require a buyers agreement or some legally binding contract that the dealership agrees to a certain price before the order can be placed with Ford. This agreement would still allow the buyer to back out of the contract for any reason. This would alleviate the markup shock when people go to get a truck they have been waiting 9 months for, only to find its been marked up $5-10k. If a dealership tries to markup the order on the buyers agreement the buyer can just not sign and go to a different dealership.

For order tracking, there should be an email sent out every month to confirm the order is in the system and let folks know its still in process and what stage of the manufacturing process their vehicle is in.

Once the order is shipped, it would be cool if the tracking system would let folks know what general area their vehicle is in. Kinda like a usps tracker of sorts. Not required, but it would give folks some peace of mind and allow them to see if a shipping glitch has occurred, so they can notify Ford of the issue.

 

[fordvideoguy]

Ok so I did not have time to listen to a 2 hour youtube video. but here are my thoughts.

When placing the order in the Ford system, Ford should require a buyers agreement or some legally binding contract that the dealership agrees to a certain price before the order can be placed with Ford. This agreement would still allow the buyer to back out of the contract for any reason. This would alleviate the markup shock when people go to get a truck they have been waiting 9 months for, only to find its been marked up $5-10k. If a dealership tries to markup the order on the buyers agreement the buyer can just not sign and go to a different dealership.

For order tracking, there should be an email sent out every month to confirm the order is in the system and let folks know its still in process and what stage of the manufacturing process their vehicle is in.

Once the order is shipped, it would be cool if the tracking system would let folks know what general area their vehicle is in. Kinda like a usps tracker of sorts. Not required, but it would give folks some peace of mind and allow them to see if a shipping glitch has occurred, so they can notify Ford of the issue.

All the livestream topic discussion starts 30:00 into the start of the episode. There will be timestamps/ chapters where I start discussing things. No need to watch the entire livestream.

I have many things I update viewers on in the first 35 minutes and then answer Chat questions until they stop asking me questions. Some weeks that is 1 hour, and some weeks 1.5 hours like the last 2 weeks.

Hope that helps you enjoy the discussion more. Maybe I need to cut that content into short form videos for the good content.

 

[Captain]

All the livestream topic discussion starts 30:00 into the start of the episode. There will be timestamps/ chapters where I start discussing things. No need to watch the entire livestream.

I have many things I update viewers on in the first 35 minutes and then answer Chat questions until they stop asking me questions. Some weeks that is 1 hour, and some weeks 1.5 hours like the last 2 weeks.

Hope that helps you enjoy the discussion more. Maybe I need to cut that content into short form videos for the good content.

Please keep doing what you have been doing. I enjoy your video’s and especially appreciate all the time and energy you put into them as well answering what I’m sure are hundreds of email questions. I don’t get to watch them live all the time, but I get to watch during other time in the week. Thanks

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