This is the whole idea behind the article: >“The Toyota guy explained this to the panel,” Martin went on. “He said, ‘Here’s our process.’ So I said to him, ‘Wh

This is the whole idea behind the article: >“The Toyota guy explained this to the panel,” Martin went on. “He said, ‘Here’s our process.’ So I said to him, ‘What do you imagine the people are thinking? They’re shaking like a leaf at the side of the road and after that whole experience they are told, “The car’s fine. Chill out. Don’t make mistakes anymore.” Of course they are not going to be happy. These people are scared. What if instead you sent people out who could be genuinely empathetic? What if you said, “We’re sorry this happened. What we’re worried about is your comfort and your confidence and your safety. We’re going to check your car. If you’re just scared of this car, we’ll take it back and give you another, because your feeling of confidence matters more than anything else.” ’ It was a sort of revelation. He wasn’t a dumb guy. He was an engineer. He only thought about doing things from an engineer’s standpoint. They changed what those teams did, and they started getting love letters from people.”