Suanluang Autohaus’ approach to customer service has made it the number one Mercedes-Benz dealership in Thailand for more than a decade, garnering loyalty and respect from its clientele. Second-generation executive and director Kittarin Limrabruen credits these successes to the importance of developing services that meet the individual needs of each customer. According to her, the award-winning, tailor-made services offered by the company’s sales teams are always being improved, which is why customers hold Suanluang in such high regard.
What differentiates Suanluang Autohaus from other dealerships, she says, is that they place a high premium on service excellence by focusing on every little detail. “This is what makes us different. The service starts before the customer has even reached the showroom. Nowadays, most customers have already researched the model of car they’re most interested in before arriving; therefore, the first service touch-point begins on the Suanluang Autohaus website. It is always completely up-to-date with the latest information about the various models available and their design, while our website is also integrated with social media platforms to answer customer enquiries.”
According to her, their website and social media channels are mostly the first contact points with customers. “A good impression determines whether or not they believe in our professionalism. We have a team that responds to questions and diligently reviews the comments we receive. Today, we have a complete line of communication channels, including an official Line account, website and fan pages. We were the first dealer to fully integrate social media platforms into our service.”
Kittarin also believes in a holistic approach for her showroom, which is located on Srinagarindra Road in Bangkok, and goes out of her way to make customers happy from the moment they step inside. “The decoration of our showroom is in accordance with global Mercedes-Benz standards, but what’s more is we ensure the showroom looks lively and feels comfortable. We pay attention to all the elements of the atmosphere – even small things like background music and the room fragrance,” she explains.
“In the showroom, there are lounges where customers can enjoy refreshments and drinks, or they could even choose to have lunch from a menu that is hand-picked and prepared specially for them.”
Once a customer places his trust in Suanluang Autohaus, after-sales service is one of the most important and strongest aspects of the business. The dealership does not only boast one of the largest service centers in terms of space and number of cars, but it is also the most comprehensive of its kind – complete with a body and colour repair shop that meets the Mercedes-Benz Certified (Thailand) standards.
“When customers decide to buy a car from us, a binding contract is written – one that’s more sacred than just simple legalese, it is almost like a marriage. It is a promise we will take care of them forever, starting from the delivery date. We will even deliver on special occasions, such as birthdays and graduation days, to impress our customers. We will even pick up the car to send to any location they request. In addition, we have a service called Product Expert to explain the functions of the Mercedes-Benz to the customer, and we will also take our customers on a tour of the after-sales service so they are familiar and confident that we will always take care of them,” Kittarin explains.
Suanluang Autohaus’s dedication to service is an important factor in customer satisfaction, especially for customers who choose to purchase a world-class car like a Mercedes-Benz. They expect excellence in terms of car performance and after-sales service. The heart of the service is therefore focused on experience, knowledge and action.
“Our maintenance team is equipped with state-of-the-art technology that builds off of the latest Mercedes -Benz technology. Our sales team is at the heart of our company and we have an award that guarantees the quality of our service,” Kittarin says.
Suanluang Autohaus was recently awarded ‘The Marque of Distinction Award’, which measures the ability of a sales team to achieve satisfaction for up to seven years. The company has also won the ‘Service Excellent Award’, which measures the ability of the service team to maximise customer satisfaction. This award is the pride of the dealershio, as it is not always easy for a large service center to make every customer come back with a great score.
“The awards and achievements are both a source of pride and motivation for us to improve ourselves in terms of technology and service,” Kittarin says. “We have never stopped developing or lost motivation to make our business successful. What makes our company grow every day are the high scores and loyalty our customers bestow upon us. We want to be the number one dealership in our customers’ hearts. If you want to buy a Mercedes-Benz car, we want you to think of us first.”
The Marque of Distinction Awards
2017 : The National 4th Runner- Up
2016 : The National 2nd Runner-Up
2015 : The National Winner
2014 : The National Winner
2013 : The National Winner
2012 : The National 2nd Runner-Up
2011 : The National Winner
2010 : The National Winner
2009 : The National Winner
2015 : The Best Performing Partner
2010 : The Regional 1st Runner-Up
Service Excellence Awards
Service Excellent Awards
2017 : The Winner CSI Incentive Trip
2016 : The 2nd Runner -Up NPS Awards
The Winner CSI Incentive Trip
2014 : The National 1st Runner-Up
2013 : The National 1st Runner-Up
2010 : The National Winner
2009 : The National 1st Runner-Up
2008 : The National 1st Runner-Up