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Trainers from Ritz-Carlton show Cadillac dealers how to reconnect with customers

In an effort to revive Cadillac, General Motors Co. gathered 300 salespeople on June 3 for a combined pep rally, lecture and confessional. Amid Cadillac's fading appeal, GM CEO Ed Whitacre said that its customers should be treated better.

During the meeting, GM managers shared an instance that a Texas salesman had discouraged Whitacre's friend from purchasing a Cadillac CTS-V sedan. As he was test-driving the vehicle, it ran out of gas.

In large letters on a screen, Whitacre's emailed response was shown, stating, "If true, awful." Cadillac has had a difficult time of convincing the younger generation to buy its vehicles and also of convincing consumers that the brand is worth paying a premium.

Read the entire article Trainers from Ritz-Carlton show Cadillac dealers how to reconnect with customers