Henry Ford never would have made it at Rolls-Royce. His quote about not listening to his customers—“If I had asked people what they wanted, they would have said a faster horse”—contradicts the British coachbuilder’s entire philosophy.

Because when you talk to the folks who work there, from Chief Executive Officer Torsten Mueller-Otvos on down, they talk about customer feedback so often and so worshipfully that one begins to wonder if they’re kowtowing to clients a little too much, as if drunk on some sort of Grey Poupon-flavored Kool-Aid. More