To create lifetime buyers, a car dealership must offer exceptional customer service. And while Mercedes-Benz was ranked ninth of 11 luxury brands in the 2013 J.D. Power and Associates Custer Service Index Study, they are looking to change this statistic and quickly.
Mercedes has introduced a new program, called MB Select, which was launched in order to offer exceptional customer service to their customers. With this program, Mercedes-Benz USA will provide dealers with as much as $2,500 for each buyer of the all-new S-class. The dealers are able to use this money as they see fit, but ultimately this bonus is to be used to help assist customer’s with any troubles they may encounter.
In a Dec. 2 article on AutoNews.com, they document a perfect example of MB Select working just as planned. The check engine light of a customer’s new S-class came on as the customer drove out of the dealership, a solution that was quickly fixed by a simple flash of the software. But the dealer was apologetic for the situation and purchased the customer a gift card towards a meal at the finest restaurant in town. The customer was so pleased, they came back the next day and bought an SL right off of the showroom floor.
“If we are communicating this is the best car in the world, what do we do if something goes wrong? It could be warranty or not, “said Steve Cannon in the AutoNews article, CEO of Mercedes-Benz USA.
Mercedes has also decided to extend the MB Select program to the new CLA, with dealerships receiving $1,000 for the purchase of each model. While the CLA comes in a a lower price (starting at $29,900) when compared to the S-class (starting at $92,900), Mercedes is looking to create lifetime customers out of those who buy the entry-level coupe.
If you’re interested in either an S-class or CLA, there is no better time than now. Be sure to visit your local Mercedes-Benz dealership for more information.