Star Dealership
Mercedes-Benz of Lynnwood, Washington
By Ian Gleadle
Seattle Section
MBCA Seattle Section members have benefited from Mercedes-Benz of Lynnwood’s customer-satisfaction strategies since the dealership first opened in 2005, but Lynwood recently took its services to an extraordinary new level.
Last October, club members attended the grand opening of the Lynnwood dealership’s all-new 40,820-square-foot facility designed to follow the Mercedes-Benz signature “Autohaus” design concept. The state-of-the-art dealership features a 21-bay service center, a 5,000-square-foot first-floor showroom, an indoor five-bay car wash and detail facility, and a 91-car rooftop parking area.
The Autohaus concept has become a Mercedes-Benz worldwide standard. The goal is that customers should know they are at a Mercedes-Benz facility whether they are in the U.S., Germany, or Hong Kong. In addition to the decorative details guided by Mercedes-Benz, which include such elements as exterior blue columns, an entrance portal, a thin roof edge, a floor-to-ceiling glass facade, new external signage, and uniform colors and finishes, the use of glass throughout creates a crystal-like transparency that invites an inclusive experience where customers can engage in all facets of a full-service operation. Mercedes-Benz of Lynnwood is the newest dealer in the U.S. to have completed this transformation.
When Mercedes-Benz of Lynnwood first opened as a partnership between John Halata and Phil Smart Jr., its mission was to provide world-class service to all Mercedes-Benz owners. Service Manager Gary Lang’s strategy was to search out the best technicians available in the Puget Sound area. With 10 Master Certified technicians with 157 years of combined experience, the team of professionals built on the idea that great service results in satisfied owners and repeat customers.
Lynnwood’s efforts were rewarded when in 2008 it became the first dealer in the Western Region to win the Kundendienst Award from MBUSA; it won again in 2009. “Kundendienst,” which means “customer service” in German, is the highest possible achievement and represents superior customer care and Service & Parts team performance. In addition, Shop Foreman Don James has been nationally recognized with the Customer One for Precision Recognition Award, as well as the Stars of Service Award with William Amen, Jorn Beam, Ian Dechenne, and Steve Geyer. The Stars of Service Award recognizes the top 10 percent of technicians in the nation.
This award-winning level of service will be enhanced by the new facility. The Mercedes-Benz of Lynnwood Service Department has more than doubled its size to better serve owners and service more cars. Technicians are capable of serving their customers more effectively due to technological upgrades. Many computers have been added to the facility as well, increasing technician speed and productivity.
During the grand-opening event, Seattle Section members were given a taste of the upgraded amenities available for service customers. The well-appointed waiting area, complete with fireplace and stylish furnishings, has Internet access as well as telephones, magazines, and a flat-screen television. The dealership added Café Benz, which offers a variety of muffins and sandwiches, and provides complimentary coffee and soft drinks. Customers can also shop in a new boutique featuring clothes designed for Mercedes-Benz and a collection of items from the website.
While waiting for service, customers can browse the new models in the stylish eight-car showroom on the first floor. The second floor is host to one of the few AMG showrooms in the United States. In addition, Mercedes-Benz of Lynnwood is one of only two dealers in Washington State that sells and services Sprinter vans. New-car buyers will be treated to a first-class overview session in a specially designed indoor area sheltered from the fickle Northwest weather.
Mercedes-Benz of Lynnwood has been a strong supporter of the MBCA Seattle Section through its member savings, door-prize donations, willingness to bring out new models for display at the section’s annual Show & Shine, and advertising in the section’s local Silver Star newsletter. Lynnwood is located 20 minutes north of Seattle at the junction of I-5 and I-405, making it a convenient and centrally located destination for exploring the North Puget Sound, and an excellent starting point for many club events.
Most valuable has been the dealership’s willingness to open its service bays and provide its award-winning service technicians for club technical sessions. Several members of the service team are also Seattle Section club members who have invested their time and talent to lead tech sessions, where members can point out areas of concern and ask detailed questions about their individual cars. This is an extremely helpful service provided with a thorough technical understanding of the Mercedes-Benz marque. We were always impressed with the service provided at the old facility and can’t wait to set up the next tech session in the technologically advanced new service facility.
Our thanks to the Mercedes-Benz Lynnwood management team – John Halata, dealer principal; Gary Lang, service manager; Nick Wilson, parts manager; and Terry Haigh, sales manager – for their ongoing support of the club. We wish them continued success in meeting and surpassing their sales, service, and customer-satisfaction goals in this all-new, world-class state-of-the-art showroom and service center.
Mercedes-Benz of Lynnwood is located at 17800 Highway 99, Lynnwood, WA 98037. For more information, call (866) 856-5629 (Sales) or (866) 856-9629 (Service & Parts) or visit www.mblynnwood.com.