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Lincolns Valet Success

Lincolns Valet Success

Owner satisfaction surveys rank two practices very high: when dealerships pick up a vehicle that needs servicing from the customer’s home or office, and when dealers provide loaner vehicles of comparable value during servicing time. Customers want both services to be free.

Meeting those demands is the concept behind a new program called Lincoln Service Valet. Starting with new 2017 models, Lincoln’s nearly 900 U.S. dealerships will provide pickup and delivery when owners schedule servicing. Customers get a Lincoln loaner in the meantime.

“We’re doing business on the client’s terms,” Andrew Frick, Lincoln’s North American director of sales and service operations, told Fixed Ops Journal. “For luxury clients, the No. 1 thing they value is their time.”

Executives of Ford Motor Co.’s luxury brand predict the program will yield a big advantage in a competitive marketplace by saving Lincoln buyers time and effort. It will become part of Lincoln’s 4-year/50,000 mile warranty coverage.

Dealers also will benefit, the automaker says, by gaining greater control over workflow in their service departments and by enhancing their ability to manage loaner fleets efficiently.

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