I think he has a point. We have all been looking at things the wrong way. Tesla has it all wrong, customer satisfaction is not going to be solved with a direct sales model. We need to put a middle man between the car dealer and the customer. It is quite clear the car dealer does not have the user's satisfaction in mind when making a sale as it serves them financially and not the customer. The middle man would act in the customer's best interest to insure maximum customer satisfaction. I propose we ban car dealers talking to customers without an independent middle man to offer optimum customer service experience. The middle man will then bill the dealer for all the effort. Since it would be in the best financial interest of the middle man to bill the dealer for the highest sum possible, they will thoroughly work with the customer addressing every minor detail the customer might need.
Dealers should not have a monopoly on their own services in their own dealerships.