Old-fashioned service wins customers in South Hills

If there’s a word Richard Jacobs, president of South Hills Lincoln Mercury, emphasizes, it is “consistency.”

Jacobs, who came up in the service end of automobile business, places the highest of value on customer satisfaction. “He always reminds us to consistently do things the right way,” said general sales manager Jeff Innes.

Located on Route 19, South Hills Lincoln Mercury was established in 1983. Jacobs completed the purchase of the dealership three years ago. While there have been modernizations, not everything has changed. “We still provide old-fashioned service,” said Innes. Every car brought in for servicing, for example, is hand-washed and vacuumed before being returned to the customer. Then there are the familiar faces of employees, some of whom have been with the dealership since 1983, providing that important consistency.

The consistent customer service has not gone unrewarded. South Hills Lincoln Mercury was presented with the President’s Award by Ford Motor Company, given to dealerships that demonstrate the highest degree of customer satisfaction. Only the top 10 percent of dealers—about 450 of 5,000 across the nation—are so honored.

The consistency is all the more important at a time when Lincoln Mercury has gone through change. “We’re now targeting a younger demographic,” explained Innes. “As a result, Lincoln Mercury is winning accolades for quality and design, and we are winning customers.”

The 2008 Mercury Milan, as one example, has turned heads. As one automotive writer noted, “The Milan delivers one of the best combinations of handling, interior room and pleasing styling in its class…” The Milan has been named a “Consumers Digest Best Buy” two years in a row. Innes said the redesigned 2008 Mercury Mariner has also had an impact. Available with either a hybrid or a traditional gas-powered engine, it is a versatile SUV with a variety of smart features.

Then there is the MKX, Lincoln’s first crossover vehicle. In the luxury mid-size category, it offers a panoramic moon roof that provides outstanding visibility. Another favorite is the 2008 Lincoln MKZ, powered by a 263-horsepower Duratec V-6, rated as one of “Ward’s 10 Best Engines.” The vehicle offers all-wheel drive.

“One of the big changes,” said Innes, “is that in the past Lincoln Mercury had rear-wheel drive vehicles. Now most are available in front- or all-wheel drive.”

Pre-owned vehicles are never an afterthought at South Hills Lincoln Mercury. “We do extensive background checks on trade-ins,” said Innes. “We put them through a 169-point inspection. If they pass muster, they hit the lot with a fantastic warranty.”

Right now South Hills is planning a couple of special events. On May 19, the dealership will do a VIP preview of the 2009 Lincoln MKS, from 6 p.m. to 9 p.m. From May 16 through May 31, there will be a 25th anniversary giant tent celebration and sale at the dealership. “There will be great deals on new and used cars,” said Innes. “We’ll have refreshments on the weekend. It will be a bit of a party.”