Page 0083

Page 82 MAY 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

Here's another example of Lexus' 110% effort.

A dealer phoned a customer shortly after the

purchase to ask if anything was wrong. The

customer was greatly pleased, the only thing

wrong was "the wind noise from the phone antenna,"

he responded. When the customer went

to get his car after the next maintenance visit

(which was brought to the curb next to the

door), he said, "that's not my car!" The service

manager looked puzzled. "It's the same color

and model, but the phone antenna is different

and my car was coated with mud." The service

manager smiled and said, "We contacted our

technicians about that wind noise you referred

to and we really appreciated your calling it to

our attention. Also it is our standard procedure

to clean and vacuum your car before returning

it to you." There are many more such stories

from many other very satisfied customers.

Did this passion for customer service excellence pay

off? You bet. Lexus was rated #1 for

customer satisfaction the very first year it was

measured, scoring the highest in the index of

any car in history.

Lexus

sales soared in

a down market,

which was

experiencing a

particularly

severe downtrend

in the

luxury car category.

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