What do you like to change to make Lexus dealers better?
 

I'm asking this question because today me and my service manager were talking about" what can we do to improve the sales and services experience at the Lexus dealer."

Back in the 90's a free car wash, a nice waiting area with TV and taking care of the customers like the guess at your home were some of the leading idea in the industry back then. Now, 17 years later, customers have higher expectation than the car wash, coffee and internet access. Some dealer offer the flat bed pick up for service and drop off when the car is done, the shuttle to air port while keeping the car at dealership with no charge and so on..( those are some biggest dealers in the country).

My question is what the average Lexus dealer can do to make things better, easier, more enjoyable experience and some thing that every Lexus dealer can follows( not just the high roller). Some thing that you can expect when you walk up to the Lexus dealer across the country and you'll know that you will have the same level of customer service

Right now at the dealership I work, we offer a free 45k service for the customers that do every single service with the dealership, higher $ on the trade in and deep discount on the new car. We're under a $10M upgrade to meet the customers expectation.

Any idea or input to make it better. Better for me when I go to work and better for you guys when you stop by...:D

Have salesmen actually talk cars rather than just sales?

IMO the services guys are a lot more friendly than the salesmen.

I understand that it's the salesguys JOB to sell cars, but it wouldn't hurt them to shoot the **** every now and then.

Show it off.
 

I think something very special for the car buying customer at the conclusion of the sale. Nothing would be more spectacular than to have your new Lexus on display ready for your first drive off. A place either inside the dealership or outside. Think how exciting your new Lexus would look at the auto show with special lighting soft music playing in the back round maybe even on a turn table slowly revolving showing all side of the car. Rich carpet, velvet ropes attached to gold standtions circling the display area. And of course a “Congratulation to the Name of buyer on there new GS350” in lights above, maybe color LED. At the time the buyers are escorted to the viewing area a chime would sound over the dealership sound system signaling the arrival of the new buyer to the display area. Probably other costumer would want to see what’s going on and maybe they would like the same attention at the conclusion of there Lexus buying experience. It should all be done first class so as to leave a lasting memory and a story to be told to all there family and friends. I'm sure you guys can start brainstorming and come up with more ideas.

One thing that would be interesting is what I found that a master mechanic up at the dealer in San Antonio showed me about 2 years ago the last time I had my Lexus in the states. He basically took me on a tour of my own vehicle mechanically, showing me what made my vehicle state-of-the art unique by pointing out things here and there. Granted, I knew a lot about mechanics, but I didn't know everything (I still find something new every day) about my RX300. It conveyed to me not only that they knew the vehicles as mechanics, but also they enjoyed the vehicles they worked on.

Haha, sorry osokuko, but that might be a little annoying on your sixth or seventh purchase when you just want in and out :D

It would be nice though for the dealers to actually PUT INTO PRACTICE WHAT IS SAID IN THE LEXUS STORY! :o

Greeting people by name -- haha. :(
Being able to see your baby get worked on -- haha. :(

The last time I asked my service advisor if I could simply watch my car be worked on, he replied "we don't allow customer back there for insurance reasons"

The Lexus service advisor did walk me back to the service bay once...but it was just consultation not viewing work up close. Still they all do have windows et al.

One thing that is important to me is if I'm going to wait while the service is done, don't tell me it's going to be 1/2 an hour and 90 minutes later I'm still waiting.

Maybe have more than 1 TV in the waiting area so not everyone has to listen to Kelly Rippa's whiny voice. :p

Have more things to buy while people wait - I think dealers miss out on a GIANT opportunity here. Go beyond the Lexus baubles...

Do the loaner process QUICKLY. If I'm to get a loaner, I want to drop the car off, get into the loaner, and LEAVE. Not wait around on a curbside for 10 minutes while someone drives it up from a far off lot. If it can't be done quickly for everyone, maybe reward those who service frequently with fast drop off or pick up, kind of like Hertz Gold (which is EXCELLENT).

Treat people with SC 300/400's like you treat people with LS460's. I drove to L.O.C. in my SC400 and the salesman walked in the other direction, came back two days later in my Benz and he almost tripped coming out the door to get to me. When he got there before he started his rambling I stopped him short and said don't bother, if you'd been as interested when I was in my SC 2 days ago I might have wanted to talk to you. I'll speak with the GM when I am ready.

Yeah, Bit, Hertz gold is so efficient and fast. I love it too, and I get some really nice cars. Hertz has an impressive fleet of rentals.

As for Lexus dealer improvements, I'd like to have LS460 loaners, as well as IS350s and GS430s. LOL I know I'm dreaming.

I really can't think of anything off the top of my head. I actually have no complaints about my dealership experience...and I'm one to complain. LOL But it helps that my service writer is a member of ClubLexus (Brad at Lindsay Lexus), and is TOTALLY cool, and knows all about this aftermarket stuff.

AND, the same tech works on my car everytime I bring it in, and the tech is excellent, and is also familiar with all this aftermarket stuff.

So my Lexus dealer experience has been outstanding.

Convenience convenience convenience (did I mention convenience?)

I'm too busy to enjoy the comfy leather couches while sipping a cappucino, snacking on cookies while watching plasma tv in guest lounge!

Longer service hours (cut tech work shifts in 2 - day shift and night shift) because I can't make it to the service department by 7 pm which is when most of them close.

Faster check in and out, have loaners pulled up front and center - gassed up and ready to go so I can get in and out as quickly as possible.

Mobile oil changes.

:)

Hmm..the fancier dealerships become, the more you pay for your car:sad:
I kind of like that idea though:)

Reading some of what you guys already have my wish is just for that:p

I wish we had a nice leather couch in our dealer waiting room. I wish we had a TV at that. Nah, actually, I realize our dealership is on a small lot so they can't have everything. All I really wish for is good service, actual Lexus loaners (We only had 1 actual Lexus ES350 loaner ever), and what OLT mentioned. For the sale staff to treat every potential customer the same whether they are looking at buying an LS460 or an IS250.

I think most Lexus buyers and buyers of any car for that matter would not want that. When I buy a car, especially a Luxury car I want to remain low key. Just have the car clean and ready for delivery on time. I personally wouldn't want any of that fan fare and attention.

Like someone else said earlier have the salesman know what the hell hes selling inside and out.

Also dont discriminate because of age or how you are dressed.

I was with a friend of mine and he was from a quite wealthy family and was about to graduate from college, he was telling me that he wanted to buy himself a car (a M3 to be exact) for his own graduate present. We didnt have anything to do one afternoon so screw it, we went to a BMW dealership. Mind you we look quite young and looked like ass since we both came back from work and it was a spur of the moment thing. We walk in, look around, pretend that we were window shopping hopping that a salesman would ask us that special question to make his day. First 3 mins nothing, 10 mins nothing, 45 mins nothing, you get the idea. So after 1 hour we left and my friend was pretty fed up with BMW's lack of service to us so we go down to the bank and stop by the Lexus dealership, right when we get out of our car we have someone walk straight up to us and us if we need any help without hesitation so long story short, he gets an IS300 and the dealership gets full cash. We go back to BMW and show the sales manager my friends brand new IS300 and a recipt and tell him that he could of made a sale but his employees were too stuck up. We go home happy as we saw the manager go yell at the sales reps.

I dont know how your dealership is but remind your reps that kids have money too.