Alex Potapenko

Review of Keyes European (Mercedes–Benz)

Typically, when you walk into a car dealer, you ca...

Typically, when you walk into a car dealer, you can anticipate a salesperson being fairly aggressive to gain your business. When walking into this dealer, this seemed to be the case, at first, which is a good thing. An interest in the customer shows a desire to help them purchase the car they are hoping to find. I was looking to lease the A220, but I wanted all of the available vehicle driving capabilities. As soon as the person realized that I was in the market for a car that did not exist on the lot, their demeanor changed. They handed me their card, told me to go online and build the car I wanted and to send that to them. They would then order that car, and we could work out a deal when the car arrived. To me, this ruined the experience. Going into Mercedes, you d expect a level of customer experience that goes beyond just a simple, Sorry we re out of that, come back some other time. I get that the brand, Mercedes, itself brings customers in, but it s somewhat surprising that this attention to detail is vastly overlooked. This salesperson had an opportunity to gain not just a customer, but a promoter, which is more valuable to a brand than only a buyer. Instead, I left feeling like that was a waste of time and that I m going to head to a different luxury brand that will hopefully be more attentive to the customer experience.