“Imagine,” Ford’s marketing wunderkind Jim Farley suggested, “if your service advisor knew your name? If he knew your preferences? What you wanted?” Well, as a former owner of two Phaetons, I don’t need to imagine that. Everybody in VW service at my local dealer knew my name, my wife’s name, our weekend plans, and which one of the dealership’s loaners I liked best (“Blackie”, a Passat 2.0T). That’s what happens when you sell cars that require frequent servicing and have nobody on staff in the entire country who can perform said servicing in even a marginally competent fashion.
Farley, of course, wasn’t talking about 5400-pound German crapwagons. He was talking about treating Lincoln buyers to the finest dealership experience available.
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