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Conoly Phillips Lincoln-Mercury Launches First 21st Century Dealership

10 June 1997

Conoly Phillips Lincoln-Mercury Launches First 21st Century Dealership

    CHESAPEAKE, Va., June 10 -- Ford Motor Company's top sales
executives flew into Norfolk today to launch Lincoln-Mercury's first all-new,
full-sized dealership designed for the 21st Century.
    Conoly Phillips Lincoln-Mercury will feature, among other things, a
Women's Automotive Resource Center -- designed by women -- to address special
women's car buying needs: budgeting, insurance, installment buying.  The
dealership will be family friendly, featuring a playroom for children and
infant-changing stations in restrooms.
    The new 36,687-square-foot facility occupies five acres and employs 81 men
and women.  A groundbreaking celebration took place on September 8, 1996.
    "We are particularly proud that we are the first dealership in the nation
to include all elements of the new design program," said Conoly Phillips,
dealership chairman.  "Customers at our new dealership will have 24-hour drop-
off service, Saturday service hours, and a shuttle service to customers' homes
or offices."
    Jim O'Connor, Ford Motor Company vice president and general manager of
Lincoln-Mercury Division, said, "We are making our dealerships more responsive
to the customer and more efficient as a dealership operation.  What makes this
program unique is this is the first time the company has incorporated first-
hand customer feedback into the design of a dealership."
    O'Connor said that the goal of the upgrade program is two-fold: The
dealer-driven effort ensures that Lincoln-Mercury dealerships are up-to-date
and efficient in order to meet the needs of customers.  In addition, the
program ensures that dealerships are as competitive in terms of design,
quality and function as the new products they showcase.
    Focus group research led to several conclusions about the design of an
efficient and friendly facility, such as the need for:
    * An easily recognizable, centrally located entrance.
    * A receptionist/greeter to provide product literature or to call for
sales consultants when requested by the customer.
    * Sales, parts and service departments that branch out from the reception
area.
    * Open consultation areas with round tables on the display floor as well
as semi-private, glass-enclosed consultation rooms.
    * A centrally located customer lounge.
    * Designated customer parking at the entrance to the facility.
    * A sales lot that is organized by nameplate.

    Joining Mr. O'Connor for the dealership opening were Bob Rewey, Ford group
vice president for Marketing and Sales Operations; Tom Wagner, vice president
of Ford Customer Communication & Satisfaction Group; Ron Goldsberry, vice
president and general manager of Ford Customer Service Division; Steve Lyons,
Lincoln-Mercury's general sales manager; Sheldon Wardwell, Lincoln-Mercury's
franchise development manager, and Mike O'Driscoll, Lincoln-Mercury's
Washington Regional Sales Manager.

SOURCE  Ford Motor Company