Lexus Dealers Take Customer Service to the Next Level | Edmunds

Lexus Dealers Take Customer Service to the Next Level


NEW YORK Lexus dealers and their teams are building relationships with customers by doing everything from shoveling snow to driving nervous grandmas to the hospital, according to Mark Templin, Lexus International executive vice president.

Speaking to the 2015 NADA/J.D. Power Automotive Forum last week, Templin recounted several heart-warming dealer stories.

"Over the years, our guests have told us story after story about our team members going the extra mile for them," Templin said.

The examples go far beyond just selling such products as the Lexus RX 350 and Lexus CT 200h.

"One customer was surprised when their Lexus dealer and his team showed up to shovel snow off their driveway," Templin said. "Another told us about one of our sales consultants driving her to the hospital where her daughter was about to give birth because she was too excited and nervous to drive herself."

He added: "And then there was the sales consultant who got an urgent call at midnight from his customer who had his car in for service but flew home a day early and was stranded at the airport. Of course, the sales consultant got out of bed, picked up his customer and took him to the dealership to get his car."

The actions are all part of the "Lexus Covenant," a pledge to maintain a strong network of retail partners and treat every customer "as a guest in our home."

"The point is our retail partners and their teams build relationships with their guests that fuel our future growth," Templin said.

Lexus competes with a large number of luxury automakers, including Audi, Cadillac, Lincoln and Mercedes-Benz.

Edmunds says: Kudos to the Lexus dealers who deliver superior customer experiences.

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