Interesting thoughts on dealers, and I share the views on Stoke Mercedes who are local to me. Always got the impression of poor management lurking behind the shiny showroom. kinda like a shiny veneer with crappy chipboard underneath.
Having my 911 serviced at the end of this month, and its a similar mixed bag in my mind. Originally went to wilmslow and was put off by their snooty service people who didnt really want to speak to you unless your a footballer, and when I had a test drive their salesperson didnt place the trade plates nicely in the rear screen rather just chucked them and it clattered on the inside of the screen... its the little things which show they either care or dont give a monkeys.
On the flipside i've been using porsche wolverhampton and had a much nicer experience, or at least the cracks dont show as easy! Dealt with very efficiently, plenty of feedback, engaged in a good way; car was in their service showroom area when i picked it up etc. Just a good experience. This month its going in, and they agreed to pick up and drop off; and without asking they told me their driver was 20 years as a police driver and would take excellent care of it.... again the little things to pre-empt your obvious discomfort on parts of the process. We shall see eh.
Amazing car housey btw! love it.