First American Mercedes-Benz Satellite Service Center
1 July 1998
Good news for all those Mercedes-Benz owners living in a city where there is only one certified dealer. Mercedes-Benz of North America, in conjunction with several important local dealerships, is planning to open three satellite service centers. Von Housen Motors of Sacramento is the first dealership to agree to maintain such a facility, which is located 20 miles northeast in the city of Rocklin. The next two sites will open in 1999 and will be located in Cincinnati, Ohio, and a third in Las Vegas, Nevada. Mercedes-Benz of North America will use these sites to determine if more will be added in the future.
Mercedes discovered the need for additional service sites when a survey found that a significant number of MB vehicle owners were taking their cars to independent repair shops. Convenience was cited as the primary reason, since in many instances the official Mercedes repair facility (usually located at the dealership) was simply too far to drive for a small repair or maintenance check. In a medium to large city one repair shop is not convenient enough for the professional clientele who maintain vigorous schedules. Pricing was also a significant factor for many out-of-warranty vehicles: independent repair shops frequently offered lower prices on parts and labor. Yet, according to Mercedes-Benz of North America, "all things being equal, (Mercedes owners) would prefer to have their vehicles serviced by knowledgeable Mercedes-Benz technicians using genuine Mercedes-Benz parts." Bob Watson, Director of Service & Parts at Von Housen Motors of Sacramento, contends that many owners "feel like their Mercedes is part of their family", and in turn want to give it the best care possible.
In a proactive approach, Mercedes-Benz of North America has not only produced a plan for stand alone facilities, but also has lowered the prices of their parts and service for out-of-warranty vehicles. As evidenced at the Rocklin facility, Mercedes is demonstrating its commitment to service by providing extended hours and Saturday workdays, as compared with the normal Von Housen dealership schedule. All of the stand-alone facilities will also offer menu pricing, which provides the customer with the advantage of knowing what a particular procedure costs. In addition using Mercedes-Benz parts, all of the technicians are factory-trained and interchangeable, meaning they are all specialists for the features provided. The Rocklin facility also offers hand-washed detailing after every service encounter, to assure the customers that they are receiving the Mercedes-Benz first-class treatment.
The Rocklin location, however, is not entirely interchangeable with the full service Von Housen Motors' service bay. The stand-alone facility simply provides minor repair and regular maintenance checks, the most common procedures needed on a regular basis. Smog checks, wheel alignments, and regular tune-ups at proscribed mileage intervals provide the foundation on which they conduct their services. All major repair jobs are directed to Von Housen Motors.
The 7,622 square foot stand-alone facility is conveniently located minutes off the I-80 freeway. The building displays Mercedes-Benz' traditional blue and silver theme throughout, and is complimented by aesthetically landscaped surroundings. The rear side of the building, which is viewable from the freeway, presents a pleasant décor similar to the front. There is abundant parking with wide individual spaces that accommodate even the largest of vehicles.
The most notable feature of the service facility is the large waiting area equipped with private telephones and modems for customer use. This luxury feature enables the busiest of people to continue work as they dutifully take care of their Mercedes. A large glass display cabinet showcases numerous Mercedes accessories such as key chains, model cars, and wearable items.
A focal point of the service area is the runway that divides the garage. Extending from the waiting room through the entire service area to the car washing facility, the runway allows the customer to observe every aspect of work being performed on their vehicle.
Since its grand opening on May 11th, the Rocklin facility has already served 332 customers. If its early 95% satisfaction rating is any indication, it is sure to be a success.
Larkin Hill -- The Auto Channel
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