How Lexus Coddles Customers

Dealerships go the extra mile (or even 2,500 miles) to deliver extraordinary service to their guests
 

August 21, 2013
 
Lexus Allure – Lexus Escondido lured one discerning customer from Maryland to California with a car he couldn’t find anywhere else. The dealership even paid for his flight.
 
 
Going the Distance
 
A Maryland driver wanted a 2013 ES 300h in a specific color with a specific set of options. He found it online – at Lexus Escondido in Southern California.
 
“Within minutes, we negotiated a very, very fair price that included flying me to the dealership,” he says.
 
Dealership associates picked him up at the airport, explained the car’s features, completed the deal and made sure he got dinner before they took him back to the airport that same day. They later sent photos and live video to his iPhone while his car was being loaded into an enclosed carrier for delivery 2,500 miles away.
 
“I am amazed,” he says. “They are my new ‘local’ Lexus dealership. I only wish I could have the car serviced there!”
 
Not a Lexus? Not a Problem
 
When an RX owner had trouble with her navigation system, she went to Park Place Lexus in Plano, Texas. But she didn’t bring her RX into the dealership. She drove her other vehicle – an Acura MDX.
 
She’d taken the car to a local Acura dealership, but nobody there could help her.
 
Although they weren’t Acura navigation experts, two Lexus delivery specialists began working on the system. They resolved the issue, ensuring that the satisfied customer will continue to make Lexus her destination.
 
Tireless Service
 
A couple was driving from Illinois to Florida when a tire blew out on their RX. The husband knew it was bad when he looked in his rear-view mirror and saw half the tire roll across the highway onto the median strip.
 
After putting on the spare tire in 25-degree weather, he contacted Lexus of Peoria. Because the couple wasn’t close to any Lexus dealers, they were advised to drive to a nearby Toyota dealership.
 
The Lexus service manager dispatched an RX loaner, switched vehicles and promised to deliver their RX to them after the tire was replaced. A few days later, they were elated when a flatbed trailer arrived at their Florida home with their RX, as promised.

By Susan Pack
 

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