I wish I could say I was surprised. It would be nice to think that in these highly competitive days, Europe's car dealers were raising their game with customer-pleasing initiatives — as we're always told they should do. The gurus in the world of customer satisfaction — this guru included — have been preaching the importance of taking care of both present and potential customers with exceptional skill and attention. Regrettably, however, a new survey of 1,120 dealerships in Germany shows that we have a long way to go, writes Karl Ludvigsen.