As you know, luxury cars are a very competitive business and the products all are mostly amazing. In almost every case, the primary difference is customer service. It's how a company makes their client feel and as a new Genesis owner, I am not feeling "the love" and I don't think they care.
I sincerely wish it was different, the dealer has done well, my salesman is very attentive and worked hard to get me what I wanted. BUT the dealer's knowledge of the vehicle is below par.
When I was buying a new Mercedes every 3 years, the salesman knew the details of an automobile down to the exact function of all the electronics, the specifications, and the differences between every product level. He would advise me against certain models or features because he understood me.
Nordstroms deeply understood the power of respect and attention. They kept clients for decades and charged premium prices for good quality products. Many years ago, I had a Nordstrom salesman who I purchased a suit from the past year called me and asked if he could drop off a small gift at my home. He brought me a tie that perfectly matched the suit I purchased almost A YEAR earlier.
After I made my first purchase of a new Mercedes, I received a polished walnut gold desk clock that to this day, 24 years later still sits on my bookshelf with the Mercedes 3 pointed star.
I bring this up because Mercedes understands the psychology of prestige and significance. We all love to feel significant and anyone or any company that recognizes this can be forgiven for a lot of mistakes. Even great products and the companies that create them won't last long if they don't show respect and even admiration for their clients.
OK sorry, I am ranting. My point is simply that if Genesis finally matures to become a world-class company they will truly understand the power of making people who spend a lot of money on their products feel special.
As I've posted in other messages, I am frustrated with the simple yet useful missing features from a very sophisticated and somewhat refined automobile yet dealing with a tone-deaf company that doesn't appear to listen to their customers. Apparently, it's been YEARS that customers have been requesting more than 3 saved locations in their nav.
That says a lot.
