Devilishly clever customer service from Mercedes-Benz
By Mike Hanlon
June 28, 2005
June 29, 2005 Direct from the why-didn’t they-think-of-this-sooner department comes the news that Mercedes-Benz Australia will launch a new customer service concept for Australian luxury car buyers early next year when it opens purpose-built sales and service facilities within airport precincts in Melbourne and Sydney. Based on the premise that luxury car owners travel frequently, and will appreciate the convenience of having their car serviced in the “downtime” whilst away, we think it’s very clever and a logical extension of the company’s customer service philosophy. All drop-offs and pick-ups are arranged by a Mercedes-Benz Airport Express valet and instead of sitting in a carpark, your pride and joy is being looked after with all the tender loving care of Mercedes Benz.
Mercedes-Benz has entered into long-term lease agreements with airport authorities in both Melbourne and Sydney for the development of the sales and service facilities and the new Airport Express locations will be developed in line with existing Autohaus company design guidelines and requirements.
The investment in Airport Express is part of the company’s growing investments in new retail facilities in Australia, including a new multi-million dollar state-of-the-art dealership due to open in Melbourne next January and the recent purchase of a new 17,000 sqm site for the development of a similar facility in Sydney.
“With many luxury car owners travelling more often for business and pleasure, the time is ripe for a retail concept like Mercedes-Benz Airport Express,” said Horst von Sanden, managing director of the Mercedes Car Group in Australia. “With Mercedes-Benz Airport Express we aim to set a new benchmark in customer service excellence in the luxury car market.
“The airport authorities at both Melbourne and Sydney are as excited as we are about this new retail concept and we look forward to continuing our close cooperation into the future,” said von Sanden. The first Mercedes-Benz Airport Express is due to open in the first quarter of next year at Sydney Airport. It is conveniently located on Sir Reginald Ansett Drive, the main thoroughfare into Sydney’s domestic airport.
Melbourne Airport will be home to the second Mercedes-Benz Airport Express, with the location scheduled to open mid next year. The Melbourne facility will be located in a prime position at the entrance to Melbourne Airport on Airport Drive.
Customers who choose to have their Mercedes serviced at an Airport Express location will also benefit from Mercedes-Benz looking after their car whilst travelling, longer opening hours and the convenience of having their car serviced whilst away.