Don Hudler: "I Didn’t Expect to Finish this Way"

Peter Brown from Automotive News: At 75, Saturn megadealer Don Hudler figures he's going to stick with the brand till the fat lady sings. "We're diehards. We'll probably go to the bitter end," Hudler, the former chairman of Saturn Corp., said last week after the shocking news that Roger Penske's deal to buy the Saturn brand had collapsed. Hudler owns three Saturn dealerships in Houston and three in Dallas. The day after the deal collapsed, floor traffic "all but stopped," he said. Hudler's history is intertwined with the once-promising brand. He was its marketing chief in the early 1990s as Saturn became the industry's leader in customer service and loyalty. Then he became chairman, briefly ran a GM subsidiary that bought more than 20 Saturn dealerships, and then bought the Texas stores in 2001. Now he's looking at an empty cupboard and a slow death for the brand. "I never like to admit that I don't have a plan," he said in a phone interview. "But I was stunned by it. It sounded like it [the sale to Penske] was just waiting to close."

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Saturn Ties Honda, Tops Toyota, Nissan, and Mazda in 2008 J.D. Power Customer Service Index

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Overall customer satisfaction with dealer service improves considerably in 2008 – with more than two-thirds of the 37 ranked brands demonstrating gains – according to the J.D. Power and Associates 2008 Customer Service Index, or CSI, study released today. The study, now in its 28th year, measures satisfaction among vehicle owners who visit the dealer service department for maintenance or repair work during the first three years of ownership, which typically represent the majority of the vehicle warranty period.