Service Experience Suggestions - Mercedes-Benz Forum

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post #1 of 2 (permalink) Old 07-24-2005, 12:36 PM Thread Starter
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Service Experience Suggestions

One of my oldest friends is the parts and service manager for a very large truck dealership. We once attempted to list some things that would make a trucker’s visit to his service department more pleasant, and perhaps generate more service or sales business. While a Mercedes is not a truck, they still must be serviced; perhaps there is something in my old notes that might be useful to others. In rewriting my comments, I have modified them to reflect more on a Mercedes customer experience.
Statement: Vehicles are brought in for either preventative maintenance or to correct a problem. The preventative maintenance is both profitable and desirable for our department, and we need to do what is reasonably possible to give the customer the most pleasant experience possible, in order that he will return. While a visit to correct a problem is under less happy circumstances, a positive experience can lead to good will toward our dealership, and possibly a future return visit for preventative maintenance, recommendation to others, or even a future vehicle purchase.

We should remember that we are selling and servicing a premium class of automobile. A Mercedes buyer generally lives in a better home, dines at better restaurants, works in nicer facilities and is familiar with proper treatment and facilities. Our customers are generally more accustom to proper service and treatment than others, and have certain expectations about training, HOSPITALITY and facilities when visiting either our sales or service facilities.
When a customer is seen approaching the area, the service writer should round the desk to greet the customer.
If there is a door, the service writer should open it for the customer, if possible.
Service writers should either stand at a counter or be seated at an elevated level where they are at eye level with the customer.
If the customer is recognized, he should be greeted by name, such as “Good morning, Mr. Jones.� First names should never be used unless requested by the customer.
The service writer should be trained to listen to the customer, ask pertinent questions and be seen taking notes.
When in the presence of a customer, the service writer should give the customer his full attention and not answer the telephone.
The service writer should have access to a small refrigerator with bottled water to offer the customer.
The service writer should escort the customer to the waiting area, if there is not another customer waiting.
A card with the service writer’s telephone number should be handed the customer and the customer told approximately how long the wait will be.

Waiting areas should be spotlessly clean, well lighted and appropriately cooled or heated.
Restrooms should be checked frequently and cleaned often.
Coffee should be available and checked regularly to insure freshness.
After the peak coffee drinking time, a carafe should be used to hold hot coffee.
There should be hot water for tea, along with a selection of tea bags.
There should be complimentary bottled water available.
There should be cola and snack machines available for purchase.
Complimentary donuts or pastries should be offered in the morning, along with napkins.
There should be a good television set, tuned to a local or national news station.
There should be current magazines reflecting the reading habits of the customers, such as Time, Newsweek, Popular Science and other general interests.
There should be several local newspapers, along with a WSJ for the customers to read.
Chairs in the waiting area should be padded and comfortable.
There should be work stations for customer use, complete with WiFi or at least Ethernet Internet access points and local telephone access.

If the customer is to be given a ride home, the shuttle should be washed at least daily and the interior spotlessly cleaned. The driver should have a pleasant personality and speak English. The customer should be told how long the wait will be.

The shuttle van driver should have cards to hand to customers, giving the number to call when the customer is ready for pick-up.

If the customer is to be given a loaner vehicle, it should be in perfect condition, filled with gasoline, freshly washed and the interior smoke free and clean.

The customer and service writer should discuss how the customer prefers to be contacted about additional service items or when his vehicle is ready. EMAIL and SMS should be available to the service writer, should the customer request being contacted that way.

When the serviced vehicle is returned, it should be returned freshly washed. Precaution should be taken to insure the interior is not marred or dirtied during the service work. All glass should be cleaned inside and out.

The vehicle should be driven by service personnel to a designated customer pick-up area. This should be protected from inclement weather or sun by a canopy or carport-like structure.

The service writer or cashier should walk to the customer waiting area and address the customer by name, saying, “Mr. Jones, we have your vehicle ready if you will come this way.� There should never be any calling out the customer’s name, or use of a paging speaker.

The customer should be accompanied to the vehicle by the service writer, who should go over what was done and insure that the customer is satisfied with the work.

The service writer should let the customer know when the next service will be needed and hand the customer a card with the telephone number to call to schedule an appointment.

The service writer should thank the customer for bringing the vehicle in for preventative maintenance.
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post #2 of 2 (permalink) Old 07-26-2005, 05:55 AM
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RE: Service Experience Suggestions

I agree with you with this suggestion. MB dealer standards according to DCAG do require this similar kind of policy. but to the dealers its much of a hassle for them, well of course not all of them[:D]
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