For operators, every customer service and maintenance issue feels like an emergency. When a vehicle is sidelined, it is not covering its monthly payments or insurance premiums, and the profitability of the entire company is suddenly at stake.
To expedite these processes and build a synergy with the people it serves, Ford created its Limousine & Livery Department. Members of the group are professionals in their respective fields, supporting the company’s LimoCare dealers and QVM coachbuilders, offering marketing assistance to operators looking to promote their services, and providing solutions to issues on Ford’s selection of industry-specific vehicles.
These include the Lincoln Town Car livery sedan, available as an armored Ballistic Protection Series (BPS) vehicle, or modified into a limousine or funeral vehicle; Excursion and Navigator SUVs used by operators in standard form or as limousines; and the E-Series E350 Livery Wagon.
The following group is the latest incarnation of Ford’s Limousine & Livery Department:
KIM JOHNSTON, QVM coordinator, is the person to call for order scheduling and delivery of vehicles. She’s also in charge of scheduling industry events and can offer quick answers on when and where her team will be appearing to promote new vehicles and features.
Questions about incentives should be directed to ROBIN MORGAN, Limo Livery coordinator, who is responsible for all inquiries regarding incentive claims and payments.
SCOTT CLARK, Commercial Vehicle Operations Modified Vehicle specialist, manages the customer service department, answering inquiries at 800-34-FLEET. Clark advises operators to first seek assistance from their dealership. He resolves issues that aren’t being handled to the operator’s satisfaction, plus he expedites parts shipping.
DOUG WALCZAK, Limousine & Livery manager, is more than just the “face” at industry events. He’s in charge of keeping the team focused on meeting operator needs.
JIM MURRAY, limousine supervisor of Qualified Vehicle Modifier Engineering, deals predominantly with coachbuilders in Ford’s QVM program. He occasionally steps in to resolve engineering issues for operators, particularly if a recurring problem or an issue arises with a limousine built by a QVM limousine manufacturer that is no longer in business.
Behind the scenes are JOHN TRETER, rental operations director, and HAL FEDER, executive director of North American Fleet Lease and Remarketing Operations. Please visit www.fleet.ford.com.
FORD PRODUCT TIPS
Limousine and funeral customers will better ensure prompt payment of their rebate by filling out their Incentive Claim Form, found at www.fleet.ford.com/limo. Users must log in with their FIN code. Check under Modifier Links and click on Incentive Claim Form.
Looking for the nearest LimoCare to help with a service issue? At www.fleet.ford.com/limo, the Dealer Locator link is found along the lower left section of the main page. For more information about LimoCare dealers, click under Related Links.
If you are unable to find answers to any of your questions at the Web site, call the Limo/Livery Hotline at 1-800-34-FLEET. The hotline is for assistance with service issues, parts delays or warranty information. Hit Option 3 for Service, then Option 1 for Police/Limo/Livery. The hotline is open 8:30 a.m. to 6 p.m. EST Monday through Friday.