Read this article that was written by Booz Allen Hamilton consultants. I think that this sums up what Mercedes is missing:

http://www.strategy-business.com/ene...le/enews040307

Notice how the article makes reference to Lexus, not Mercedes Benz. Coincidence? I think not!

 

Going the extra mile in order to serve the customer's needs is what mercedes lacks. The following passage just amazed me, and I wonder if Mercedes-Benz would ever do such a thing:

"The mutual commitment to customer service between automaker and dealer was first tested three months after the first Lexus models were unveiled in the United States. The company decided to recall its flagship LS400 model based on two unrelated customer complaints. Lexus was adamant that all of the recalled vehicles be fixed within a period of three weeks, an unprecedented deadline. Dealers picked up cars at customers’ homes, paid for rental replacements, and then returned the cars, freshly washed and vacuumed, with full tanks of gas. As one dealer recalls, “Lexus came to us and said, ‘We are in this together.… Do whatever it takes to make the customer happy, and we can discuss it later."

 

Yeah....I wish I had treatment right in my driveway...

I think just the MBUSA dealerships are fuxxed up, period.

I wish I can "high-five" the MB clerks (Insert joke here _________)

It's just a matter of WHEN...as of now Toyota/Honda are raping everybody.