Let’s firstly listen to Mercedes-Benz Sydney’s Burak Erener on how his team pavs pays particular attention to relevance when guiding customers to the ideal solution for their needs.

1. What brought you to this role? Tell us a bit about your career journey, so far.

Having a strong and early interest in cars, I chose to study Industrial Design at university as I wanted to design cars. After realising I did not really enjoy design, I transferred to a Bachelor of Business Management degree which I found better suited my strengths.

While still studying, I started as a Trainee Business Manager at a volume brand dealership. Then followed a move to the VW Finance Department, for several years, and then to Ferrari Maserati Sydney, where I gained valuable experience in customer service, retention and stakeholder networking.

The opportunity then presented to join Mercedes Benz Sydney as the 2IC for the Finance Department and, as the department grew, I was promoted to my current role of Senior Manager Finance Insurance & Aftermarket.

2. Of the skills you have acquired, both at LSH Auto and before, which are proving to be the most valuable in your current role?

The most valuable skill I have acquired at LSH Auto and my previous roles is the significance of customer service. Customer experience and relationships are at the forefront of everything that we do.

Without customers there is no business and I believe this focus was instrumental in our working through the COVID restrictions. Developing the people skills required to deal with each customer leads to sales and repeat business.

3. What is the most satisfying part of your role?

I am most satisfied when I influence, guide and/or mentor my team to further grow their skill sets. Watching F&I Team and Sales Department work together to gain positive results is very satisfying. I really enjoy making a difference and working together to meet our targets.

4. How do you select the right tools and packages to suit each individual customer?

In order to select the right tools and packages, it is vital to ask relevant and appropriate questions and talk to the customer about their induvial needs. Every customer’s reasoning for buying a motor vehicle differs. For example, some customers will purchase a motor vehicle due to business requirements, personal needs, work commutes or pure pleasure.

We have a variety of different products/packages to suit each individual’s needs and wants. My moto has always been “choose a loan product that you can control, rather than one that controls you”.

5. What is the most popular package customers choose and why?

Agility is generally a very popular method of buying a Mercedes-Benz. Customers like having no residual risk at the end of their term. This has become even more evident over the last 12 months as the used car market has been so fluid.

6. How do you work to make the car buying process as convenient and stress free as possible?

A Business Manager is traditionally the key sale completion point of contact for the customer. Having one point of contact for the customer makes the buying process a lot less stressful and streamlined. I encourage my team to be the single point of contact for all customers.

The speed of transaction is also extremely crucial to the buying process. With an abundance of dealers and banks offering the same services, the speed which we complete F&I arrangements is where we strive to stand out. That is what customers are after. When this process is quick and stress free, we will create a positive buying experience for our customers.

7. What is it about the LSH Auto way of working that helps you to create satisfied customers?

Being part of the largest Mercedes Benz retailer in the world, we are given all the right tools and facilities to do the job to the highest of standard, which reflects onto the experience of our customers.

We have a great focus on customer satisfaction across all teams and processes in place to deal with occasional niggles. I am able to approach my leaders for guidance in difficult situations and they help us reach positive resolutions.

This week, let’s hear from Mercedes-Benz Melbourne’s David Plant about how he turns his team’s focus on cooperation, stability and trust building into the best possible support for their customers.

1. What brought you to this role? Tell us a bit about your career journey, so far.

This is my 20th Year in the Automotive Industry, during my career I have held several roles in Sales, Sales Management and Finance Management.

I joined LSH after 12 years with BMW and MINI - this is now my 8th Year with Mercedes-Benz Melbourne as Group Business Manager.

2. Of the skills you have acquired, both at LSH Auto and before, which are proving to be the most valuable in your current dole?

Database/relationship management is the most valuable skill requirement of my role.

Having our LSH Auto team develop and maintain ongoing client relationships, generating repeat business and receiving referrals is crucial. Only by offering great service will we receive repeat and referral busines. That is imperative in continuing to build our business.

Another valuable skill is having an in-depth knowledge of all Mercedes-Benz Financial Services Products for both Finance and Insurance. We must understand all the details and possibilities to help our clients through their entire ownership experience. Ranging from Insurance queries on claims or repair requests, through our small damage repair, or working through the features of our Guaranteed Future Value Products (Simplicity and Agility) we can support clients with our deep knowledge of each product. Those skills only come with experience and time.

3. What is the most satisfying part of your role?

Having clients return 2, 3, 4 (or more) times to upgrade their vehicle is the most satisfying part of my role. (The current record I have is 10!)

Returning clients show that our products, service and dealership are all providing the best possible package. The more they return the more this is proven. That is the most satisfying part of the role.

4. How do you select the right tools and packages to suit each individual customer?

Spending time with clients asking questions to understand their needs (both current and future) gives us the insight into how they use and drive their Mercedes-Benz.

This information allows us to tailor Finance and Insurance to each client’s specific circumstances and requirements.

For instance, asking how often clients would they like to upgrade their Mercedes-Benz, how many kms they drive each year, who else will be driving their car. Also knowing how their needs might change over their next vehicle ownership period.

The result is knowing how to set up a client finance package, for example Simplicity. It is a product that will give clients a 3 Year cycle to drive their Mercedes-Benz and return at the end and upgrade.

5. What is the most popular package customers choose and why?

Simplicity Leasing is our fastest growing finance package. Simplicity gives clients a finance package that allows them to return their Mercedes-Benz at the end of the term without the risk of having a financial shortfall.

This protection from negative equity provides confidence that they can drive the Mercedes-Benz that suits their lifestyle and monthly budget, without the responsibility of a final balloon payment. Simply return and the end of the lease – and upgrade.

6. How do you work to make the car buying process as convenient and stress free as possible?

Having a large team of experienced Business Managers allows us the time to get to know our clients during their purchase journey. We like to spend time when we first meet clients to learn how they want to use their Mercedes-Benz, over what time period and what suits their monthly budget.

By understanding client’s individual needs, we use our experience and knowledge to offer a finance package to suit.

Once a client is with Mercedes-Benz Finance, we also assist them upgrading at the end of their contact (i.e Simplicity or Agility) to their next Mercedes-Benz. It is very streamlined, and upgrading is even easier – the hardest part is for client is to choose their next model!

7. What is it about the LSH Auto way of working that helps you to create satisfied customers?

LSH Auto provides a very stable framework for us to be confident that we will be here for them in the future for whatever their Mercedes-Benz needs are.

With the 3 Largest Dealerships in Australia – LSH’s investment shows we are dedicated and professional in delivering the best possible service to our customers.

Most of our Business Managers have been with at Mercedes-Benz Melbourne for 7 years – so when clients are dealing with the same person with each purchase, they can trust we will be here for this purchase and many more to come.

In the third of our series of interviews with the Finance & Insurance Managers at our dealerships, we hear from Michelle Deeb of Mercedes-Benz Brisbane, who has been with the dealership for 8 years and counts working closely with customers as one of the most satisfying elements of her role.

1. What brought you to this role? Tell us a bit about your career journey, so far.

Starting in the car industry in the late 90’s as an aftermarket consultant and thriving in the role, I was fortunate to be given an opportunity to become a Business Manager. Jumping at the opportunity and loving my new role as a business manager, I progressed into the prestige car market working and building on my career to proudly include 8 years now with Mercedes Benz Brisbane as the Senior Manager Finance, Insurance & Aftermarket.

2. Of the skills you have acquired, both at LSH Auto and before, which are proving to be the most valuable in your current dole?

My most valuable skill set is passion, which is the fundamental driver to success. Another is my dedication to the business, with this comes diligent follow up and ensuring the customer always receives first class service. I enjoy interacting and making customers feel valued.

3. What is the most satisfying part of your role?

Working closely with our customers, to ensure they have all the information that we have to offer, and being transparent in our approach, so customers can make informed decisions when purchasing a vehicle.

There is great satisfaction in the family environment that we have built over the years at MBB and the satisfying feeling of having customers coming back to the business requesting for me to personally look after them.

4. How do you select the right tools and packages to suit each individual customer?

Our regulatory requirements state we must provide our customers with general advice only, which is great for our customers as we get to show them all the varying packages on offer. This gives customers the power to make an informed decision.

It is also important to be asking a lot of questions, understanding their needs and providing enough information to ensure the customer has a good understanding of the wide range of options available.

5. What is the most popular package customers choose and why?

The Mercedes Benz Motor Vehicle Insurance packages are a strong offering and popular part of the package customers choose. Having the ability to quote Mercedes Benz Insurance from 2 different suppliers being QBE and Allianz, really gives our customers more choice and peace of mind, knowing their new Mercedes Benz will be covered by Mercedes Benz Insurance.

Having been with the business for many years I have witnessed so many success stories where customers have truly benefited from Mercedes Benz Insurance.

6. How do you work to make the car buying process as convenient and stress free as possible?

I am all about convenience and ease, transparency plays a major part of the stress-free experience. Having such time poor cliental I like to have them do as little as possible and be as efficient as I can.

7. What is it about the LSH Auto way of working that helps you to create satisfied customers?

Having our brand value “You Come First. Always.” , a belief I share, is a major benefit for any customer visiting us and making a significant purchase.

I also draw support and inspiration from our Dealer Principal, who encourages growth and has a genuine interest in customer satisfaction across all departments.