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Mercedes-Benz of St. Clair Shores Our Vision Mercedes-Benz of St.Clair Shores is the best automobile dealership in the United States. We are driven to sustainable profitability through passion for building caring relationships with our associates, guests and vendors. We deliver pleasurable, magical and unique experiences, with pride in serving and exceptional positive attitude. We have a passion to build on a standard of excellence created over a century ago. “Das Bestes Oder Nichts” Our Mission Our Mission at Mercedes-Benz of St. Clair Shores is to live our Vision; it is the principal belief of our dealership it must be known and owned by all. We will bring it alive in our work and interactions with each other and our guests each and every day by living our Three Pledges – Our Pledge OUR COMPANY PLEDGE • OUR ASSOCIATE PLEDGE • OUR GUEST PLEDGE OUR COMPANY PLEDGE Company goals and objectives are clearly communicated to all associates. Each and every associate is clearly told what the expectations are of them in their role and will be given the guidance and mentoring to help them achieve those expectations
We create pride and a sense of fulfillment in the workplace by encouraging all associates to be involved in the planning of the work that affects them. Safety is our first concern in all situations. We take responsibility for creating an environment that is safe, secure and accident free for our guests and our associates. The education and professional development of our staff is an investment in our future. Knowing this, we support all associates in becoming base certified in the MBUSA SOE Program at a minimum; striving towards Star and Master Certified where possible.
OUR ASSOCIATE PLEDGE We are aware of the image that our personal appearance presents and take pride in our personal appearance and grooming. We ensure that we convey a professional image by adhering to clothing and grooming standards appropriate to the Mercedes-Benz brand image. We recognize we are responsible to continuously identify defects throughout the dealership. We will ensure we know and support all company goals and objectives We are each responsible to create and continually foster a culture of teamwork and lateral service in support of each other. No one else can do this for us. We always remember there is no such phrase as “it’s not my job” and there is no “I” in team. Maintaining a dealership that is neat and clean is the responsibility of each of us. If you see it you own it. We care for and protect the assets of the dealership as though they were our own. We do our part in protecting the environment, conserving energy and maintaining the facility to Mercedes-Benz standards.
OUR GUEST PLEDGE The Three Steps of Service are the foundation of Mercedes-Benz hospitality and must be used in every interaction to ensure satisfaction, retention and loyalty. These steps are: Provide a warm welcome to guests and greet them by name. Comply with guest’s request, or even better, anticipate them. Provide a warm farewell to guests and make a conscious effort to greet them by name.
Every guest will feel as if they are a guest in our home. Our guests will receive individualized, personalized attention. We strive to be compassionate with our guests in every situation, regardless of circumstance Our guests will experience consistency in the quality of care they receive so that their expectations are in alignment with our capabilities. In the end, every associate is empowered to ensure guest needs are met and expectations are exceeded. When communicating with our guests we will use a tonality and style which are relevant and sensitive to their unique needs. They will be treated courteously, professionally, equally and fairly, without prejudice or regard to age, gender or race. Our guests deserve to pay a fair price, and be given an honest deal in every situation We are ambassadors of the dealership and the Mercedes-Benz brand image in and outside of the workplace. We always speak positively. We always smile and maintain positive eye contact. We use the proper vocabulary with our guests and each other. (Use words such as – “Good Morning,” “Certainly,” “I’ll be happy to” and “My pleasure.” Do not use words such as – “O.K.,” “Sure,” “Hi/Hello,” “Folks,” and “No problem.”) Guests should always be escorted rather than pointing directions or telling a guest how to get to another area of the dealership. We use Mercedes-Benz telephone etiquette. We answer within three rings and with a “smile in our voice.” We greet them by name. When necessary, we ask the caller “May I place you on hold?” We do not screen calls. We eliminate call transfers whenever possible. We have established, adopted and adhere to phone and voice mail standards that are known to all.
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