Q1: Tell us about your journey with LSH Auto Australia, when did you join and how has your career progressed?

A: I’m entering my 7th year with Mercedes-Benz Melbourne, I started as a sales cadet and then progressed into the new car sales team and almost immediately was drafted into the AMG Sales team.

I have a keen interest in motorsport and the driving characteristics of AMG Vehicles which is why I was given the opportunity to perform as an AMG Sales Specialist. After a couple consistent years of good sales I was promoted to AMG Brand manager. I am now in my 4th year as AMG Brand Manager and still looking at new ways to drive continued success.

Q2: What does your day look like, as an AMG Manager?

A: Essentially my day entails the same responsibilities as any of a new car sales executive, but I largely connect with a database of existing clients to seek out needs and opportunities. From home it’s been mainly phone and email interactions working with existing customers with vehicles coming up for delivery and through sales interactions, trying to close business from the desk in my kitchen.

Q3: How has your work life changed since the COVID-19 outbreak?

A: Just like the rest of us I’ve had to adapt, not only my day to day routine but also a mental shift to make sure I am still delivering a quality experience for my customers. I’ve got a newborn baby boy at home sharing the workspace, so it’s definitely been a combination of worlds. Most customers also have families so the interactions from home seem to be more relatable. If anything the customers I’ve dealt with over this time have had more patience and definitely show a deeper understanding than before.

Q4: How have your interactions/engagements with clients and colleagues changed?

A: I’ve had to change my workflow to be completely remote. Without access to demonstrator vehicles or visuals and working from home I’ve had to rely on information sharing between the team at the office and my customers. All in all similar challenges as usual but without the face to face interaction with the customer.

The fact is the sales process is shifting away from the face to face trust building that I’m used to. If anything the interactions have shifted further into a more supporting mode than previously and trying to cover more ground in the conversation, because the visual cues are no longer there. Completing such interactions would not be possible without the support of the new car team back at the office. Whilst I have been off-site the physical handover of customer cars and other physical sales interactions have been handled brilliantly.

Q5: What do you see as the top-of-mind issues for your clients during the current situation?

A: In a word reassurance. I am noticing customers double checking, following up details and costs more, meaning that general concerns are greater than that before COVID

Q6: How do you work to address those issues and what steps is the organisation taking?

A: By delivering best practice in building trust and being prompt and forthcoming with all details. All the way through the interaction and after the handover.

Q7: What have you found to be the most effective way to stay in contact with your customers during the pandemic restrictions period and has that differed from the normal period?

A: Definitely more reliant on phone interactions than email. It’s the best way to retain that organic interaction, picking up on emotional cues, whereas email can come across as a bit cold.

Q8: How have Mercedes-Benz AMG customers reacted to the pandemic and the economic impact of the restrictions?

A: Like all of us they have been affected in some way or another, some of my customers have had huge layoffs within their staff. Others are, surprisingly, pushing through quite well. Many clients are learning to adapt their businesses during the pandemic and meeting the demands and needs of their customers, whilst keeping themselves afloat and, more importantly, their staff in a job.

Q1: Tell us about your journey with LSH Auto Australia, when did you join and how has your career progressed?

A: I began with LSH Auto Australia in February of 2019. I initially started my career in the automotive industry at the age of 19, working for Daimler Truck & Bus. I was with this company for close to three years before leaving the industry completely, to pursue what I imagined was my dream career in law. However, I found myself missing the fast-paced work environment, so I applied for my current role. I have now been with LSH Auto Australia for 15 months.

Q2: What does your day look like, as an LSH Auto Australia Business Development Consultant?

A: As an employee working in BDC my role normally consists of handling incoming service enquiries for all of our Australian Dealership (MBS, MBM & MBB). I help our service customers by providing information and assistance where needed, answering questions and offering support where required. I may also, from time to time, assist with our outbound team in maintaining current clients and in client retention.

Q3: How has your work life changed since the COVID-19 outbreak?

A: Since the outbreak of COVID-19 the LSH Auto BDC team has relocated to the safety (and comfort) of our homes. Being able to work from home has definitely had its positive and negatives. Although many would view working from home as a blessing in disguise, some of us, much like myself, have found this change quite boring and lonely.

Avoiding the congested commute to and from the dealership and also having the convenience of waking up and walking a few steps to my desk have been a bonus. That said, I am greatly looking forward to going back to the dealership environment. I do believe having your colleagues around gives your work ethic and productivity a boost, at least it does mine.

Q4: How have your interactions/engagements with clients and colleagues changed?

A: Working in BDC we are often the first point of contact for LSH Auto Australia clients in the Aftersales department. The way I assist customers (over the phone) has not changed at all, many of them do not even know that I am working remotely. But what I have found during this time is that our clientele now requires a lot more flexibility with their bookings and also require a lot more reassurance when making their bookings or enquiries.

The interaction/engagement with my colleagues has been the biggest change. Our team is made up of 15 and we are a close-knit team. Working remotely has not only reduced our office banter but also the comfort of knowing that there is someone you can instantly bounce something off as opposed to communicating with each other via e-mail or phone/ Working in a call centre can be quite challenging at times, we deal with many different personalities and having a team around to motivate your handling of the next call is crucial.

Q5: What do you see as the top-of-mind issues for your clients during the current situation?

A: I believe our clients are facing several top of mind issues during this uncertain time. Most revolve around safety. Our clients want to ensure that the dealerships are taking all possible safety precautions during their visit and while we are working on their vehicles. Flexibility is also something we have taken seriously, by working around our client’s individual situations and offering appropriate solutions in the upkeep of their vehicle.

Q6: How do you work to address those issues and what steps is the organisation taking?

A: Our key focus in BDC during this time has been listening to our clients and understanding each individual situation. Whether their need is minimising virus exposure risk, managing children at home or working from home, we have been accommodating and offered alternatives such as; pick up/drop offs, Ubers, loan vehicles and providing a safe waiting areas.

Such measures have helped to put our client’s minds at ease and given them confidence in our brand. Also, I have found that clear communication to both our staff and clients about our enhanced sanitisation processes has been a big help.

Q7: Have you noticed an increase or decrease in customer enquiry during the pandemic restriction period?

A: There has been an overall decrease in our individual customer enquiry during COVID-19. However, often we may speak to the same customer multiple times in a day. Consequently our overall volume of calls has not seen too much of a reduction.

Of course, as expected, given the restrictions on movement, there has been a noticeable reduction in the number of bookings. Our clients really just want to know how our business is operating and implementing measures during this situation. They also face the reality that their own schedules are not certain and can change at any time.

Q8: If so, what is the nature of enquiries that have seen the greatest rise or fall?

A: Whilst we have seen a noticeable decline in our service bookings, it has not been at a level as low as we feared. Many of our clients have chosen to postpone their vehicle maintenance until the pandemic has come to an end and many others have just required some friendly reassurance that we are still open for business and have the right measures in place to ensure their safety and the safety of our staff.

Q1: Tell us about your journey with LSH Auto Australia, when did you join and how has your career progressed?

A: I joined the LSH Auto Australia team in 2019 as Marketing Assistant at Mercedes-Benz Brisbane. The job has already allowed me to be a part of a lot of incredible projects, such as the opening of the Breakfast Creek Lifestyle Precinct, the EQC launch and working with LSH Auto Ambassadors such as Australian icons Stephanie Rice and Tess Alexander.

In my role I've been able to take an active part in growing Mercedes-Benz Brisbane's marketing activity in the digital space. I am incredibly excited to see how we can continue to grow and innovate through our marketing.

Q2: What does your day look like, as a Marketing Assistant?

A: A day in the life of a Marketing Assistant is never the same, alongside learning to operate in the new home of Mercedes-Benz Brisbane I've been able to assist in cultivating digital customer communications through eDM's, Instagram, Facebook and events. These platforms have been an essential tool, even more so when our communications shifted during COVID-19.

Q3: How has your work life changed since the COVID-19 outbreak?

A: The biggest change has been the shift into working from home full time. I'm incredibly lucky that marketing can really be done from anywhere as long as you have a trustworthy and productive team that communicates efficiently, which our team has done very successfully.

Working from home has certainly changed my working style, I've found myself to be very productive with my workload and my thought process. In the current climate, thinking through the best way to challenge the status quo is critical.

However, I do miss the social aspect of being in the office and surrounded by multiple departments, which allows passing conversations to evolve into something that is integrated into our marketing strategy.

Q4: How have your interactions/engagements with clients and colleagues changed?

A: Communications with colleagues changed to be a bit more formal. We needed to create scheduled meetings to ensure everyone as on the same page and understood what we all needed to do to keep our workflow productive. Communications were kept open and constant via phone calls and Zoom meetings, so the whole team was across even the little things that keep the marketing side of the business moving.

As I look after Mercedes-Benz Brisbane social media my interactions with clients didn't change but we have increased the amount of time dedicated to maintaining two-way communication.

Q5: What do you see as the top-of-mind issues for your clients during the current situation?

A: A top of mind issue for our existing clients is ensuring that their vehicles are maintained safely. For existing and potential clients a big focus for me to ensure that our campaigns focussed on looked after clients financially, through the purchase process, are communicated bly. Also that all targeted enquiries are responded to promptly to demonstrate our care for clients.

Q6: How do you work to address those issues and what steps is the organisation taking?

I work hard to ensure that communications are consistent across digital and right through to showroom. All communications should have a unified message from Mercedes-Benz Brisbane, LSH Auto Australia and, in the case of the current situation, be consistent with state and federal government advice.

For social media messages I take a very personalised approach to building trust during this time. Clients, no matter the enquiry, need to know that we will be there for them during and after difficult situations.

Q7: Are there new tools that you are using to communicate and entice customers during this period?

A: We have been very data-driven during this time to ensure that the communications sent out are appropriate and relevant. I am using our social media reporting tools to see what content is generating the most engagement over this period of increased digital consumption. We also conduct a thematic analysis so I can change my messaging based on enquiries and so that we can continue generating business.

Q8: Do you think the impact of the pandemic will have any lasting effect on how you engage with customers?

A: Absolutely! I think that the pandemic has changed the way we engage with customers. With the increased time on digital platforms, people are taking the time to visit our website and start planning for their next move. They have the time to start evaluating what they want to do going forward. That is creating a foundation of trust and awareness that will set us up for an increase in leads as restrictions start to lift.

Another big social media trend I've noticed is that our audience are actually consuming the content. Instead of scrolling through and just liking, our followers are actively engaging by commenting on posts, sharing stories or sending us messaging with their thoughts on the content. I anticipate that such engagement will continue once we are on the other side of the pandemic. People have now created a habit of engaging. That offers us greater opportunity in the future.