Emira Update from Lotus

[JB]

2 hours ago, Rambo said:

How about Tom, to name just one 😐

I believe he’s at a different dealer but will be having a chat on Sunday all things being equal 

2 hours ago, C8RKH said:

I still think you're confusing things - a new model (same as the old ones to be fair) did not need a new agency model. Let's remember, the EMIRA was, or IS, a "sop gap" model, branching the old worlds and the new.

It's not whether I like it or not. Stop the deflection. It's how have they performed. How are they performing?

This is the problem with stuff these days. Everyone is too "nice" and just offers up excuses - sometimes you just need to tell the parents that the baby is "fooking ugly" and sometimes they just need to accept it.

As to your last point, plenty of people with orders on here are grumbling re information and comms.

So what would your solution be?

Happy to take on board n feed up or implement if possible 

[C8RKH]

12 minutes ago, JB said:

So what would your solution be?

Simple - don't try to do too much at once as you'll cock some things up.

If it was me, given the Emira was replacing all three models, and had been declared the "transition" car from old to new I would have put all of my effort into getting that car right:

The design - to be fair, job done, it looks great

The build - to be fair the new factory looks great etc

The launch - to be fair, it was not that bad

But then the problems - poor comms - confusing, lack of clarity, no answers etc... Some of the demo cars not being the "best spec etc.

ALL of MY effort would have been on getting that car launched right, solid comms, delighted customers, ecstatic journo's etc...

 

I would not then have tried to over reach by overhauling my whole go to market strategy. Coming up with an "innovative" new model that wasn't fully understood, by dealers, customers etc. That required me to create whole new processes that I had never used or experienced before.

 

So my solution would have been to "keep it simple". Keep it focused. And knock the ball out of the park by getting the damn fine car that the Emira is out there and blow every one away.

I know they've upped their game on PR, but yet again, we hear of people having poor comms from Lotus. Phone calls re orders were the people on the Lotus end of the call have limited info - lack of knowledge re what is going on etc.  Dealers who were not fully up to speed, knowing what was happening. Etc.

Trying (with the best intentions I am sure) to do too much. Too quickly. Don't forget at the same time as all of this they were building a new factory. Developing a new automated build process. Recruiting hundreds of new staff. Etc.   A huge, huge amount of change and hugely challenging to do all of that at once, and do it well.

Not trying to be a smart arse, but you asked what I'd have done differently: Absolute focus. Faultless execution. A lot less at once.

 

[TomE]

5 hours ago, JB said:

I’m not saying lotus have it right yet but they are the first to go to agency model and with the new model car felt it right time to do so. Yes they got things wrong and need to improve in areas. These I am sure will be addressed as time goes on. But any organisation that changes the whole way it does business does need some slack in my opinion. I am new to retail Lotus and this model is very different to the ‘old’ ways. But they took the leap to change, you might not like it, but it’s coming to every retailer sooner or later. Lotus are the Guinea pigs really.

perhaps they should’ve changed to the agency model with Eletre but they have their reasons I am sure. 
Embrace the change and future and teething problems will be ironed out soon enough.

What I do find interesting though is every customer I have spoken to who has a car on order isn’t giving us any grief at all over communication and contact. Perhaps because we are new and have been passing on whatever information we have in a timely fashion🤷🏼‍♂️

Lotus aren’t the first to implement a direct to customer model. Matt Windle worked at Tesla.  Geeley have Polestar and Lynk as sister companies to Lotus.

But Lotus are the first to implement it without thinking about how to pick up what dealers used to do, or how to manage the customer experience. It’s amateur. Anyone with any understanding of designing a new customer experience would have done better.  You don’t implement a new model and say “let’s just see how it goes”.  Even guinea pigs know how to run on a wheel. 

They’ve had feedback from a customer sample (in Jan) and still don’t understand what they need to do to improve. In fact, they think they have improved  

I’m astonished you’ve had no grumbles from customers.  Talk to B&C, Silverstone, JCT, Rybrook, others and ask how many “what’s happening about my car” emails they’ve had over the last 2 months. 

[Rambo]

@C8RKH and @TomE you've passed the interview. Can you start Tuesday 😉

[Matt W]

Nothing here has been thought through or planned properly it seems, Lotus is continuing as it has for years with clueless customer support, especially once they have your money. 

What's should be more concerning is this is the 'new' sales process, wait until there are issues with cars, and 'new Lotus" customers discover how utterly abysmal Lotus aftercare and dealer networks are, as I can't for a second think Lotus have considered that part of their offering. 

[C8RKH]

Re your last point @Matt W just wanted to add that several Lotus dealers were exemplary, not just against dealer peers in the Lotus network, but ALL dealers, in terms of their customer service, operations etc. The challenge will be the "new world working".

Also for balance, I have had limited dealing with Lotus direct (because my two Evoras have been so damned good) but I have to admit those dealings were superb. Indeed only in August I was a complete idiot. 100% my fault, left myself stranded over 300 miles from home with a ferry to catch. Lotus (thanks also to @Bibs) went above and beyond and got me sorted in an hour. I don't think ANY other manufacturer would have done that.

i know I can be direct at calling out issues, but credit also needs to be given fully, and with pleasure, when things are done well.

The spirit of Lotus lives strong still. It's not perfect. But then neither am I (just don't tell my wife I said that).

 

[Barrykearley]

I need an i4 emira. I wish they would hurry up with that one - it’s the one everyone wants 🎣

[Matt W]

1 hour ago, C8RKH said:

Re your last point @Matt W just wanted to add that several Lotus dealers were exemplary, not just against dealer peers in the Lotus network, but ALL dealers, in terms of their customer service, operations etc. The challenge will be the "new world working".

Also for balance, I have had limited dealing with Lotus direct (because my two Evoras have been so damned good) but I have to admit those dealings were superb. Indeed only in August I was a complete idiot. 100% my fault, left myself stranded over 300 miles from home with a ferry to catch. Lotus (thanks also to @Bibs) went above and beyond and got me sorted in an hour. I don't think ANY other manufacturer would have done that.

i know I can be direct at calling out issues, but credit also needs to be given fully, and with pleasure, when things are done well.

The spirit of Lotus lives strong still. It's not perfect. But then neither am I (just don't tell my wife I said that).

 

I'm not sure I'd agree with ALL dealers being exemplary, JCT in Bradford were truly abysmal (I've never heard anyone saying anything positive about them); losing my keys (I was in reception for 40 mins watching them try and find them), I had to remind them what work they were doing several times as they lost the job card, no general communication, I had to chase everything, Oakmere had multiple attempts to fix my issues before I took it to an independent who then fixed it. Then there's general parts availability and pricing (£300+ for a piece of replacement aluminium grille I can get for £20), issues which have never been resolved, maybe Emira parts will actually be kept in stock?

There may well be decent dealers, I have heard only positive things from B&C, but my less than a year old Exige will never go near a main dealer unless its serious warranty issue. 

It sounds like you had an really positive service, which is great, but I've not heard of many cases like that.

Edited September 17, 2022 by Matt W

[hml_xy]

Hope it is also seen as a positive sign that I can confirm my car will be delivered in max. 3 weeks. My dealer just send me an email confirming the car is on it´s way and should be with him soon.

(German dealer who just got his demo cars today)

 

[C8RKH]

2 hours ago, Matt W said:

I'm not sure I'd agree with ALL dealers being exemplary

So where did I say that FFS?

What I did say was "that several Lotus dealers were exemplary"

[simonb]

23 hours ago, JB said:

So what would your solution be?

Happy to take on board n feed up or implement if possible 

It is too easy

There is a list of email addresses for deposit holders

Email those information as it happens, or as issues need to be addressed, or monthly

only send information that you are happy to be on social media (as it will be)

then send the odd easter egg

will take about 10 minutes to set up

[jimichanga]

If Lotus are using Emiras for the Hethel driving academy then early deposit holders should be being offered the chance to drive it on track and on the road as well while they’re at it. Would be ideal opportunity to try both tour and sport set ups before their cars are built. Until now customers are having to guess which is the right one for them.

Edited September 18, 2022 by jimichanga

[r3nault]

Except that early deposit holders have long since had to finalise spec, and surely wouldn’t be able to change it at this stage?

[KennyN]

It is possible to change spec, but there's no guarantee when you'll see your Emira if you do.  They won't even commit to a month if you wish to delay delivery with no spec change.

[JB]

17 hours ago, simonb said:

It is too easy

There is a list of email addresses for deposit holders

Email those information as it happens, or as issues need to be addressed, or monthly

only send information that you are happy to be on social media (as it will be)

then send the odd easter egg

will take about 10 minutes to set up

Tbh I thought that had been happening. 

[C8RKH]

On 17/09/2022 at 08:59, Barrykearley said:

I need an i4 emira. I wish they would hurry up with that one - it’s the one everyone wants 🎣

Not me. I want an Emira Cup/GTR - 450bhp+, lot's of carbon, stripped out interior and don't care if the engine is a V6 manual or an I4 paddle. Doubt it'll happen but...

[JB]

6 hours ago, jimichanga said:

If Lotus are using Emiras for the Hethel driving academy then early deposit holders should be being offered the chance to drive it on track and on the road as well while they’re at it. Would be ideal opportunity to try both tour and sport set ups before their cars are built. Until now customers are having to guess which is the right one for them.

I have spoken to a few customers who have driven them at LDA. 

1 minute ago, C8RKH said:

Not me. I want an Emira Cup/GTR - 450bhp+, lot's of carbon, stripped out interior and don't care if the engine is a V6 manual or an I4 paddle. Doubt it'll happen but...

Rumour mill is strong that a final hurrah to the v6 will be a cup version with lots of porn on it

[jimichanga]

The LDA customers had to pay for driving an Emira and not many LDA punters even have an Emira on order. Yes it should have been offered as soon as the LDA started using Emiras but they are still a separate company as far as I know and I don’t think Lotus has been very smart in cutting a deal with them to manage the frustrations of deposit holders.

Ferrari put customers ahead of journalists, often launching cars in vip events before the press launch. It’s very smart as they get often the cars sold out before the press get their hands on them, rendering their opinions as largely irrelevant. More importantly customers feel appreciated and valued and loyalty is fortified. Sure beats the ‘Dear valued customer, sorry we couldn’t remember your name’ platitude. Lots of very loyal Lotus customers still haven’t driven an Emira, while a number of largely indifferent blokes have been out in them because their wife bought them an LDA day for their birthday.

[Bibs]

Anyone can book an LDA day, even Emira deposit holders and it's been well know that they're using Emiras now. LDA is a part of Lotus now too, it's no longer a separate entity since I think the beginning of this year or thereabouts. 

[Rambo]

47 minutes ago, jimichanga said:

Ferrari put customers ahead of journalists, often launching cars in vip events before the press launch. It’s very smart as they get often the cars sold out before the press get their hands on them, rendering their opinions as largely irrelevant. More importantly customers feel appreciated and valued and loyalty is fortified. 

Unlike Ferrari to get their strategy right 😲

But very smart they are putting their customers first 👍

[Rambo]

4 hours ago, JB said:

Rumour mill is strong that a final hurrah to the v6 will be a cup version with lots of porn on it

But it will need a lot more cleaning......😲

 

 

 

.....to get the white stains off 🤣

[JB]

3 hours ago, jimichanga said:

The LDA customers had to pay for driving an Emira and not many LDA punters even have an Emira on order. Yes it should have been offered as soon as the LDA started using Emiras but they are still a separate company as far as I know and I don’t think Lotus has been very smart in cutting a deal with them to manage the frustrations of deposit holders.

Ferrari put customers ahead of journalists, often launching cars in vip events before the press launch. It’s very smart as they get often the cars sold out before the press get their hands on them, rendering their opinions as largely irrelevant. More importantly customers feel appreciated and valued and loyalty is fortified. Sure beats the ‘Dear valued customer, sorry we couldn’t remember your name’ platitude. Lots of very loyal Lotus customers still haven’t driven an Emira, while a number of largely indifferent blokes have been out in them because their wife bought them an LDA day for their birthday.

Ferrari could put a polished turd out and people would swoon over it. Journos won’t say bad things in case they’re not invited back. But also Ferrari are in a whole different ball game, appealing to the supercar blondie and the like. And if I was spending that kind of wedge I would want at least a vip event with a soggy sausage roll and a drop of pinot 

[jimichanga]

£70k is still a huge amount to spend on a car for most people, they should be going the extra mile to make that experience special.

[Barrykearley]

When buying a car - I’m doing just that. I’m not buying an experience of the salesman kissing ass or blowing smoke.

[MJON]

Exactly, and you certainly don’t want that old Evora “Blowing Smoke” 😳😂😂🤐