REV #041

Sorry Sales, Communication is No Longer Just a Fixed Ops Problem

BY JAKE HUGHES

November 6th, 2025

Lexus and Subaru stand out, holding the #1 and #3 spots in the Q2 OEM

Reputation Rankings, respectively (full list in the Q2 VOC Report).

Lexus service feedback indicates why. One reviewer wrote:

“The staff was friendly, knowledgeable, and kept me informed every step of the way. My car was ready on time, everything was explained clearly, and the whole process was smooth and professional.”

That kind of experience—consistent updates, clear expectations, reliable follow-through—is exactly what separates top performers. When communication is proactive, customers are more forgiving of delays or hiccups because they feel respected and informed.

It’s a reminder that communication isn’t a “soft” skill for auto brands; it’s a measurable factor that directly shapes brand perception and overall customer experience.

So why are sales complaints climbing? 

Customers increasingly expect more from the sales experience as vehicles get more complex: timely updates, clear explanations of pricing and options, and consistent follow-through. When sales staff juggle multiple deals or fail to own follow-ups, these expectations aren’t met. The result is frustration and negative reviews—most often flagged with “No one called me back.”

The takeaway: rising sales complaints aren’t random; they’re a symptom of broken follow-up, inconsistent communication, and unmet expectations. Like service, sales is now a department-wide test of trust and reliability.