Herb Chambers Lexus Adds Some Polish in Push To Win Customers | Edmunds

Herb Chambers Lexus Adds Some Polish in Push To Win Customers


Just the Facts:
  • Herb Chambers Lexus offers a complimentary shoe-shine to guests who visit the dealership on Fridays.
  • The shoe-shine service began five years ago and is based on similar services found at high-end hotels like the Four Seasons or Ritz-Carlton.
  • Herb Chambers Lexus also has 90 loaner cars for clients who set up a service appointment that will last longer than two hours.

SHARON, MassachusettsHerb Chambers Lexus believes its clientele should shine as much as the 2015 Lexus RX 350s in the showroom, so it offers a complimentary shoe shine to those who visit the dealership on Fridays.

"Fridays are our busy day," Daniel Negalha, service and parts director for Herb Chambers Lexus, told Edmunds. "I'm not sure how much the shoe-shine service contributes to that but I suspect it helps us with our retention."

Negalha added the shoe-shine service to the luxury dealership five years ago to help it create the "wow" factor that Lexus owners crave, he said.

"We've turned to world-class places like the Four Seasons hotel and the Ritz-Carlton and brought some of their concepts here to give guests that five-star experience," Negalha said.

At first, clients were cautious and unsure of the shoe-shine but now he sees people exit the building with big smiles on their faces.

"It makes for a great day," he said. "Elzio, the gentleman who performs the service, is a fun, engaging person, and who doesn't like a shined-up pair of black or brown shoes?"

Besides the shoe shine, Herb Chambers Lexus also has 90 loaner cars for clients who set up a service appointment that will last longer than two hours. It's so popular that it is booked two weeks out.

"Our loaners go out as far as Vermont, Maine and the middle of Connecticut," Negalha said.

"It's just another service we offer to get that 'wow' factor," he said.

Edmunds says: The little things, like shiny shoes, help a Lexus dealership take service a step forward.

Leave a Comment
ADVERTISEMENT
ADVERTISEMENT