The Hague flagship of Mercedes-Benz

Teye, light and glass dominate the appearance of the brand-new Mercedes-Benz building in Forepark. Parking is available under the impressive canopy with a starry sky of spotlights. Inside, a warm welcome awaits from the hostess, who guides visitors to the sofa overlooking the latest models of the Stuttgart-based luxury brand. "It's almost like a cathedral, isn't it!", summarises aftersales director André Lexmond proudly as he approaches.

The Mercedes-Benz C-Class convertible

Mercedes-Benz

The cosmopolitan look is the new standard for Mercedes-Benz dealerships around the world. But much more importantly, it comes with a whole new service concept. "It's not about what we want to offer you, but what needs you have," he says.

That reverse approach starts even before you step over the threshold. "When you make an appointment, we ask for your license plate number, among other things," Lexmond explains. "When you then drive up, the camera notices you. Our traffic controller Fred points you to a reserved parking space, so you never have to search.

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Bar tables with touch screens

And even inside, people are now aware of your arrival and the reason for it. So you only have to tell your story once." Whatever you come for, once inside you can make yourself comfortable, with or without a cup of coffee from the hostess. There are low seats with books, bar tables with touchscreens to virtually put together a car and 'horizons' full of audiovisual spectacle. "Just what you are most comfortable with," he says.

Ins and outs

You can look around by yourself among the shiny bolides, but help is always nearby. "There are product experts walking around, recognisable by their black AMG shirts. Not salesmen, but guys who know all the ins and outs of the cars. They have a tablet with them and can, for example, help you complete the configuration you have already made at home via the site. Or show you samples of colours and interiors."

For those who prefer to talk about their next car in discretion, there is the private consultancy room. "There we adapt the atmosphere to the product you are looking for. Are you coming for a Smart or just an AMG? Then the light and content are tailored accordingly. We can even conjure up daylight to give a good idea of what the car will look like."

Not only new customers are at their beck and call. There is also a comprehensive programme for existing Mercedes drivers. "Via the Mercedes me app, we automatically get a signal when the car needs servicing and what the status is," explains the aftersales director. "Then we call for an appointment and see what you want: a quick drop-off that gets you back on the road in a replacement car in three minutes, a comprehensive consultation for questions and advice, or waiting until the car is ready."

Special cases

For special cases, there is what Lexmond calls the 'academic hospital'. "This workshop is where our top technicians work. Among other things, they maintain the cars of prominent people, who often stay there. Just like sitting at the chef's table. "Sports schoolSoon, Mercedes owners can look forward to even more convenience, according to Lexmond. "We are developing a programme for the waiting customer. We would like to give them a ticket to the gym and lunch nearby, or offer a movie via Netflix. In China, we even have meditation rooms, but we are too down-to-earth for that here, I believe." Meanwhile, technology is advancing and the possibilities are growing.

"This year, I expect the first models with telediagnostics, which will allow us to remotely update the software in the car." And where is the limit as far as Lexmond is concerned? "We only let the computer do what it can do better than humans. After all, the personal contact is what it's all about in the end."

www.mbdb.nl