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It's only been about a year since MCI opened its Lebanon, Tennessee, service center, but already, it's hit with the Nashville crowd. Intended, in part, to serve the area's large conversion-centered entertainer industry, the Lebanon facility has been equally indispensable to seated-coach operators in the area as well as those just passing through.
"We're making Lebanon one-stop shopping for our customers," says Gary Myers, branch manager. "We try to make their experience one they will never forget."
Emergency Road Service saves the day — or night — for many
In May, the Lebanon service center started offering its own 24-hour emergency roadside assistance — which dovetails nicely with MCI's own 24-hour ERSA service. Available within a 200-mile radius of the service center, it's been of great help to many a customer, according to Myers. Myers reports that many have called to express their thanks for the helping hand. Eagle Tours of Irving, Texas, got a save-the-Saturday visit from a Lebanon mechanic after calling MCI's ERSA line. "It was a fairly minor problem, but the coach was down," says Gene Shield, owner. "The guy came out and got us back on the road in four-and-a-half hours. The operator did a great job for me, and so did the guy who fixed our bus. I hope they continue the service and build on it."
Entertaining excellence
When MCI opened the Lebanon Sales and Service Center, the company knew it wanted a showcase for its latest conversion shells — as well as a place to service them. Music City Coach in Gallatin, Tennessee, is just one of the entertainer- and conversion-coach customers that has made MCI a service resource. "They're doing a great job," says Olan Witt, operations manager of the leasing company that, according to its website, has served clients from Bon Jovi to Toby Keith to World Wrestling Entertainment. Witt says he has often called the service center after hours and when he's been in a bind for service or parts (Music City also maintains its own garage). "Gary Myers has literally jumped through hoops on both our MCI and non MCI buses. I can't say enough about them."
Another customer comes all the way from North Carolina for MCI's excellent service. Myers makes sure these VIP clients get want they want, fast. "This is a different type of market," says Myers. "It's challenging and a lot of fun. We have to be the best of the best."
Red-carpet treatment for tour-and-charter operators
Regular tour and charter operators are equally well served by Myers' team, and even non-MCI customers are beginning to discover the Lebanon magic. Myers rates his shop as state-of-the art and second to none. Technicians have attended MCI's training program, and the service center itself is an authorized service provider for both Detroit Diesel and Caterpillar. Myers says one of the facility's goals for 2007 is to train even more extensively. "We want to give customers the best possible MCI experience when they come to Lebanon."
Amenities for all
In addition to a clean, spacious, inviting lounge that sports cable television and comfortable, black-leather seating for six, the Lebanon Service Center maintains a courtesy van so that drivers and customers can take advantage of nearby attractions. A shopping mall is nearby, and central Nashville, with all its great restaurants and sightseeing opportunities, is only 20 minutes away.
Reaching out to the community
Myers says he has been making a point of meeting his customers and learning about their unique business needs. He and his team have additionally attended events including the most recent Tennessee Motor Coach Association meeting. "Being here in Nashville and building customer relationships has been great," says Myers, who brought a J4500 and a team of MCI Sales, Product Support and Fleet Support representatives with him. "The meeting was a great opportunity to answer questions and show customers that we can give them what they expect and what they need."
In the end, it's all about accountability. Myers want his customers to know, above all, that "if you find there is something you do not like, I am the guy to contact. I will do everything I can to make sure you get that red-carpet treatment that you deserve."
To reach the service center, which is at 215 Maddox Simpson Parkway in Lebanon, customers can call (800) 927-5041.
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