The Orrin B. Hayes automobile dealership has been located in downtown Kalamazoo, Michigan, since it was established 94 years ago, moving to its current location at 543 West Michigan Avenue in 1938. Soon after establishing the dealership in 1920, Orrin Hayes – known as “Pug” to his friends – coined the dealership’s motto, “Service Sold It,” which became a registered trademark in 1924 and continues to sum up the customer-service philosophy at the business today. Two of Pug’s great-granddaughters run the dealership today – Amy Hayes Krone and Amanda Hayes Woodruf – the fourth generation of the Hayes family to operate the store.

Hayes started out selling REOs, Oldsmobiles and used cars and his business quickly became one of Western Michigan’s largest Oldsmobile dealers. Through the years, the dealership has represented several other auto manufacturers, including Renault and Subaru; the relationship with Mercedes-Benz began in 1972. Bill Tower, a young salesman at the time and now the dealership’s sales manager, recalls selling his first Mercedes, a 1972 220D. Who could have anticipated the successful legacy that would evolve over 40-plus years, selling some of the finest automobiles ever made as the Mercedes-Benz lineup has continued to lead the auto industry in technology and design: “The best or nothing!”

Hayes definitely set the bar, identifying service as the key to success in the early days of the business with the realization that a successful company is driven by people who provide valued services to meet the needs of those coming through the front door. The Hayes family has continued to conduct business in a friendly fashion on a first-name basis; they realize their customers are not merely buying a car, but fulfilling a dream. And the dream is fulfilled by skilled managers with a combined 109 years of service: Tower, 42 years; Bob Bolinger in parts, 37 years; and Greg Muck in service, 30 years. Brian Boekeloo also in the parts department has been at Hayes for 35 years and master tech Jim Kelly has been there 26 years. There are a number of employees with 20 years or more of service at the dealership. This is a great team, and great people with whom to do business.

Orrin B. Hayes Inc. has a very strong relationship with the Western Michigan Section of The Mercedes-Benz Club of America. The staff and leadership support MBCA membership by availing themselves to assist with the organization of club activities and by sponsoring several club events each year. Recent joint events included tech sessions where M-B technicians checked member cars and spoke about Mercedes-Benz service topics. A key event every year is the MBCA-Hayes Fun Concours, an informal drive-in car event held mid-summer at the dealership. The concours was the collaborative and creative idea of Hayes parts department manager, Bolinger, and West Michigan Section’s past president, Marv Berkowitz: Summer 2014 marked the event’s 10th anniversary, celebrated by a record number of participants and the cars entered. The dealership supports this event through the use of their fine facilities, staff participation, and providing refreshments, a catered lunch and trophies.

Orrin B. Hayes Mercedes-Benz offers other benefits to MBCA members and membership information and club materials are visibly available in the dealership; the sales people inform M-B purchasers about club incentives and other perks. They also offer competitive service rates and discounts to club members purchasing genuine Mercedes-Benz parts.
The dealership is celebrating its 94th anniversary this year by opening a new 3,100-square-foot showroom addition
to their classic main building at 543 West Michigan. The addition has reinforced the dealership’s commitment to its customers, its employees, Mercedes-Benz and downtown Kalamazoo. And after 94 years, a world war, the Great Depression, a tornado, two recessions and the elimination of Oldsmobile as a brand ... well, why move now?

Orrin B. Hayes Inc. Mercedes-Benz
543 West Michigan Avenue
Kalamazoo, MI 49001
269.345.0167
www.hayescars.com

Vern A. Yetman WESTERN MICHIGAN SECTION