Every dealership claims to be the best.....it's pretty silly. They all say they are "the biggest, the oldest, the largest, etc...." 

We don't.

The fine people who work at Acton Lincoln Mercury are quite different, and there are very concrete reasons why.  
                                                                          

First, I am a local resident. Acton Lincoln Mercury is not an impersonal chain store owned by a Wall Street investment firm, or by a sports celebrity who doesn't really understand the business. I'm here every day with the rest of my people, 
and I am very interested in ensuring that our Service Department stays focused on fixing your vehicle right the first time. 
I will admit that I spend more time with my service manager than my sales manager....but that's better for you! 

Why? I guess because I entered the automotive business through that side of it. I think that any dealer can sell you a vehicle and make you happy, but getting the service relationship done properly is far more important to keeping you happy long term. Yes, I was a mechanic (we don't call them that any more, though). 

We are all committed to "doing what is right" and treating you with respect. Too many car dealerships still use evasive sales practices and employ sketchy people. We aren't like that, and we won't hire people who are. We have very low employee turnover, and many of our employees are over 20 years of service. You'll see the same faces here year after year because the employees are treated with respect, which in turns leads to happier customers.

Second, we don't care where you bought your vehicle. We'll service it happily, regardless of its source. Many dealers are finally waking up to this approach today, but we have always been arranged that way. It's part of our DNA. One of our customers once told me that he liked ALM very much because it was like a 1930's dealership. When I protested that we were loaded with high technology equipment and very modern, he laughed and explained it this way: 

"Acton Lincoln Mercury is run like a very well managed Service garage that also happens to sell cars very efficiently and honestly". 

Third, we'll work on anything. We will gladly service the other cars & trucks in your household too, regardless of brand. We have people who specialize in diesel repairs, foreign cars, performance cars, antique vehicles and more. If your dealer cannot fix your vehicle correctly, or can't get to the bottom of a tricky problem....we can do it. 

Fourth, we only employ highly experienced technicians who are paid hourly. They are not "flat rate" or paid on "piece work" like at 98% of the dealers in the US. This is a crucial difference and it lies at the heart of what makes ALM special. It means that our technicians slow down and get to the source of the trouble the first time. They are not working against the clock every time they are assigned a job. Rather, they are motivated to listen to the customer, research the condition thoroughly and solve the problem, regardless of the time it takes to do it. We have higher quality and fewer errors that cause "comebacks", and our extremely high customer satisfaction scores prove it. 

Fifth, we have an approach to doing business in our showroom that is low key, laid back and consultative in nature. We are not tacky. We don't exert pressure or jump and scream about the deals we can structure. All of our sales staff have all been with us for years and years. The car business is a mystery to many people because of the ever changing values of cars and the trade-in process. We know that, and we know it can get emotional, and that's why we try so hard to do it the right way. We will give you the best deal we can on any new or used car, and then give you the highest real wholesale value for your car. We don't play games with phony inflated trade in values, and we respect your time.

Sixth, we take an extremely discerning approach to selling used cars. We service every used vehicle we sell to the next appropriate major service interval. Why? This means that if you buy a car from us with 25,000 miles, we have already done the major service required at 30,000 miles. If one of our used vehicles needs brakes, needs tires, needs an alignment, needs filters that you can't see....WE DO IT. Not every dealership can say this. Sure, we make less profit on each used car as a result, but we have extremely high repeat purchasers of used cars. We don't hide anything, we want you to receive the best value we can find for you. Our used vehicles say a lot about what kind of an operation we run.     

Finally, and perhaps most importantly, I have an expectation that all my employees understand very clearly. It is very simple, 
but it is very hard to accomplish in the swirl of the retail car business:  

                                         If we say we are going to do something, it gets done. 
                                        
                                         If we make an error (and we make plenty), we will admit it and make it right. 

We wouldn't have been in business as long as we have by doing things any other way. Selecting an organization to do business 
with in today's automotive marketplace is often more important than the car you choose or the price you negotiate! 

Sure, we win our share of "awards"....but I don't think that recognition awards given to car dealers by their manufacturers mean 
very much to our customers. So we don't boast about that very much stuff either. 

Thank your visiting our site, and I hope you will come to visit us in person to give us a try. 

You will be delighted and surprised to find that nice, honest people in the car business really do exist!

Coleman Hoyt
President  

coleman.hoyt@actonlm.net