Overheard: Not saying ‘no' to a customer

"We are a lot more creative in the ways that we approach our customers. Parts department, service department come together and we listen to the people that come in to do business with us. If we're not listening, then we just do the same thing over and over again. As our customers' habits develop into better use of technology, they see comfort and ease in their transactions in other areas. We try to beat our competition to that. So mobile service is a huge part of our growth. Servicing fleets, taking care of customers that didn't want to come in and wait ... We've decided that we would not say 'no' to a customer." — Robert Sullivan, fixed operations director at Mercedes-Benz of Hoffman Estates near Chicago, on the "Driving Vision" podcast hosted by Sam D'Arc, COO of Zeigler Auto Group.