The number one reason is that Machens has been in business for over 40 years – you just don’t stay around that long if you don’t know how to take care of customers. Machens sells over 2000 cars every month, and so much of that is repeat business; we want people to come back and refer their friends and family, so we take care of them. One of our biggest benefits is service after the sale. We provide Mercedes service loaners so our customers don’t have to worry about getting a ride. We have a new, state-of-the-art service facility, technicians with over 20 years of experience, and cutting edge service technology. We are so committed to taking care of our customers for the life of their cars, and then helping them with the next one, and the next one.
The number one thing is safety. I was in a head-on collision in 1990, effectively going 120 miles-per-hour when you add the speed of our two cars together, and I basically walked away unhurt. Both cars were totaled and all I needed was surgery on my little finger. Thank God, the other driver was okay, too. My son drives a Mercedes, and I feel so much better about it. I also love the style, and even the history. Most people don’t know that Mercedes is the oldest car company in the world. That’s just kind of cool.
The thing I love most is a happy customer. You finish the transaction and they are smiling – if a customer is happy, then everything is worth it. Even a year or two later, my customers tell me how much they like their car and even the buying experience. Buying a car should be a special experience. I also love the relationships that can come from working with happy customers. I have become close friends with lots of my customers – we’ve taken trips together, played tennis together. I have customers who I have sold ten cars to; I have sold cars to entire families. Take care of them and you really can get to know people.
I think about a lot of my customers – they are just so “work, work, work,” you know? But you get into a nice car like a Mercedes-Benz at the end of the day and you just feel good. It’s like a reward at the end of the day. It’s an emotional thing for people – a well-deserved reward for working hard.
I love it. Why else would I do it for nearly 30 years? When I sell a car, I try to make it a pleasant experience from the first moment until the last. I treat people the way I want to be treated. I try to understand their wants and needs and get them the car that is exactly right for them.