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Platinum-level customer service reigns at ‘Best of the Best’ dealership
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Published with the October 1, 2013 Baton Rouge Business Report. Copyright © 2013 Louisiana Business Inc. Special Advertising Section.
MERCEDES-BENZ OF BATON ROUGE has fashioned a luxury retailer business model that has driven the dealership to the top of its class. By leveraging the latest in techniques and technology, the car dealer offers world-class customer service modeled after luxury brands like Saks Fifth Avenue and the Ritz-Carlton with amazing results.
Recent accolades include a prestigious Mercedes-Benz 2012 Best of the Best Dealer Recognition Award, which was given based on superior performance in customer satisfaction, sales, leadership, parts and more. Also, based on sales savvy, this year MBOBR was chosen as the only dealer in the state to be an AMG Performance Center, offering vehicles from the high- performance division of Mercedes-Benz.
AMG originated in the 1960s turning Mercedes-Benz vehicles into racecars. The tradition continues today, whether for racing or on the road, with AMG units, including hand-built engines and other upgraded features, now available at the exclusive AMG Performance Center in MBOBR.
Joe Agresti, president and co-owner of MBOBR, believes the experience of buying and owning a Mercedes should be as luxurious as the car itself. That ranges from a no-hassle, no-mystery purchasing experience to promptly re- turned phone calls. A key driver of this philosophy is the co-owner approach: The MBOBR leader- ship team also owns the dealership.
“One of us is here at all times,” says Nick Pentas, co-owner and general man- ager. “We’re local owners with a relationship with our customers. There is a long- term commitment from management to ensure everything goes right, and we’ll fix anything that doesn’t.”
The showroom on Airline Highway offers an open, modern feel with natural light and glass-front offices, reflecting both transparency and luxury. It also includes comfortable seating and flat-screen TVs. “We offer WiFi, cappuccino and fresh pastries,” says Pentas. “We make sure we have all the amenities.”
To communicate with customers and incentivize staff, the dealership increasingly leverages social media outlets like Facebook, Twitter and YouTube—and with great success. The employees gather in a “culture team” meeting each week to share video testimonials of the exceptional service customers received at MBOBR. This encourages a friendly competition amongst personnel who vote on which story is the most compelling for posting on Facebook. Also, MBOBR Twitter followers can receive offers for discounts on service.
“The Golden Rule says treat others how you’d want to be treated,” says Pentas. “At MBOBR we follow the Platinum Rule, meaning we treat people how they want to be treated and surpass all of their expectations.”
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