A postscript to this sorry tale... a few weeks later your wife buys a new car from a different manufacturer. As an academic exercise you decide to investigate this company's approach to client care. The result of your research: your wife is addressed by her name, given complementary drinks while she waits for her car. Lastly, a very smart friendly lady takes time to explain the various functions of the car to your wife, in very nice surroundings. You suspect that this company's marketing people have researched their customer care and have ensured appropriate sales training has been given to all staff who interact with their customers.