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Customer Service Improvements


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Guys and Gals,

I know we're getting to the end of our teathers on "crowns slipping" and all of that, but I thought we could put a topic together to tell the dealers what we want them to improve to keep Lexus at the top of the Customer Service tree. We are actually providing clear constructive feedback TO HELP THEM!

I know some funny things will be posted, but some serious ones too hopefully (we do have a sense of humour and should flaunt it):

1) Clear accountability, when things go wrong put your hand up and don't be defensive towards the employer

2) Promises made are Promises kept - they tell a customer something, then they forget to do it...until the customer reminds 'em again and again :excl:

3) Sw4nky looking showrooms and caramelised bicky's are one thing, but quality of the srvice and interaction is much more important. Went to Sutton Coldfield Lexus, showroom smaller than Leicester, but they were much more pleasant, knew I was not gonna buy from them, but still took me for a 45 minute drive in an auto 250. Leicester wanted me out 'cos it was closing time on my first visit...

4) Keeping the customer informed - email etc is there, most have it, so they should use it. I couldn't get my salesmans to work at all...gave up in the end...he does not know why either!

5) THE BIG ONE - product knowledge - it's poor in every industry, especially the motor industry. You spend £30odd grand or £1grand, the bloke you're buying it off should know more than you do (we're not all t**ts!) and like I've said before there are people on the forum who understand the process's and the products much better then they "experts"

6) Knowing which forms to fill in :blink:

7) Honesty about delivery lead times and commitment from the heart - they should be working for you (or at least make you think they are)

8) Careful what they say - suggesting refunding the cost of petrol...£1.15...yeah right...dealers can be offensive

9) Smile more often :D

These are based on my personal experiences, and I know you'll have more - so it's over to you if you feel inclined

It galls me - having worked in the Customer Service industry for years, having been on (and running) training courses etc over the years, nothing much has improved...

"Have a nice day..."

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Jamboo

I think you have covered it all, but I would like to add something to the first point of accountability:

a) The dealers should be accountable when things go wrong - they are reactive rather than being proactive and often blame it on Lexus Head Office and leave the customer confused.

B) Secondly, please can they have seperate service centres, not with toyota.

c) Thirdly, please can somebody answer the phone,(if there is staff shortage, recruit pls) I always have to leave a message and chase again

Javeed

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Jamboo,

Lexus's Mission Statement can be interpreted "to supply the Best Cars to their Customers & to exceed those Customers Expectation's such that their cars are an absolute delight to enjoy each & every day".

Purchased my last 3 IS's from Coventry & the Team there meet the above goals:it appears others need Auditing into shape rapidly before the Crown really does slip!!!!!

Tel

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What may be a good idea is to name and shame those dealerships that have offered poor service in all aspects of the so called Lexus Experience. We should also name those who have experience what Lexus are renowned for.

Rather than a Poll, just tell of your experiences good or bad. and hopefully if the dealers read these posts it may just spur them into investigating why they are getting some negative views, and ensure that their mission statement is put into action for every existing and new customer.

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Guys and Gals,

I know we're getting to the end of our teathers on "crowns slipping" and all of that, but I thought we could put a topic together to tell the dealers what we want them to improve to keep Lexus at the top of the Customer Service tree. We are actually providing clear constructive feedback TO HELP THEM!

I know some funny things will be posted, but some serious ones too hopefully (we do have a sense of humour and should flaunt it):

1) Clear accountability, when things go wrong put your hand up and don't be defensive towards the employer

2) Promises made are Promises kept - they tell a customer something, then they forget to do it...until the customer reminds 'em again and again :excl:

3) S****y looking showrooms and caramelised bicky's are one thing, but quality of the srvice and interaction is much more important. Went to Sutton Coldfield Lexus, showroom smaller than Leicester, but they were much more pleasant, knew I was not gonna buy from them, but still took me for a 45 minute drive in an auto 250. Leicester wanted me out 'cos it was closing time on my first visit...

4) Keeping the customer informed - email etc is there, most have it, so they should use it. I couldn't get my salesmans to work at all...gave up in the end...he does not know why either!

5) THE BIG ONE - product knowledge - it's poor in every industry, especially the motor industry. You spend £30odd grand or £1grand, the bloke you're buying it off should know more than you do (we're not all t**ts!) and like I've said before there are people on the forum who understand the process's and the products much better then they "experts"

6) Knowing which forms to fill in :blink:

7) Honesty about delivery lead times and commitment from the heart - they should be working for you (or at least make you think they are)

8) Careful what they say - suggesting refunding the cost of petrol...£1.15...yeah right...dealers can be offensive

9) Smile more often :D

These are based on my personal experiences, and I know you'll have more - so it's over to you if you feel inclined

It galls me - having worked in the Customer Service industry for years, having ben on training courses etc over the years, nothing much has improved...

"Have a nice day..."

Great idea Jamboo!

I'm assuming you're gonna post/email to Lexus head office "Customer Relations Manager".

I've only had the pleasure of dealing with Lexus Poole and would have to say they are a great bunch of people who I believe wear the Lexus crown and are committed to keep wearing it. My only complaint is that I don't get caramelised bickys and I'll be bringing this up with Suzie (centre host) next time I'm there :D

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Scott - absolutely will email them...and then wait with "a bited" breath!!!

I have thought of one more - and that is not charge you £hundreds for doc fees etc when setting up finance...Banks and Buildo's don't charge a penny!!

PS - just arranged me finance for mine now, 6.5apr (3.35% flat)...and that's with a Bank! No doc or set up fee's...

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Hi Jamboo....as stated, think you got it pretty well covered there m8.

My 2penceworth -

1) Show a sense of urgency about problems raised - If my sales guy was any more laid back he'd fall over

2) Follow through on actions promised - when someone says " I will call you tomorrow" - DO IT !

3) Make EVERY customer feel like a King - It costs nothing really...

4) Recruit nice "people people" :D - you can't train personality into someone.

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Believe it or not, I did all the calls and chase up when buying the current Lexus. They promised to ring me but never did in the end of the day.

I've seen many complaints and compliments about getting the Lexus in other posts of this forum, it would be great that it all be moved into this thread and the link be sent to the management of every Lexus Dealers.

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Believe it or not, I did all the calls and chase up when buying the current Lexus. They promised to ring me but never did in the end of the day.

I've seen many complaints and compliments about getting the Lexus in other posts of this forum, it would be great that it all be moved into this thread and the link be sent to the management of every Lexus Dealers.

...and lets face itall of those posting on here are pukka Lexus customers who love the Lex to bits!! So if Lexus GB/dealerships choose to ignore us then it is to their and the Marques detriment (Lexus GB be warned).

My poor experience at Vauxhall has meant that I have never bought one again...and as mentioned in the initial thread don't even want to drive a hire car that wears a GM badge...

I'm not saying I would do the same here, but so far the experience has not met my expectations...

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Huh? My local dealer is great. Can't fault them. :huh:

Likewise - guess it's the same team in Reading! :D

Looks like we experience a wide range of customer service across UK - maybe time for Lexus GB to intro the "Mystery Shopper" to help the failing dealerships improve their customer service performance.

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Huh? My local dealer is great. Can't fault them. :huh:

Likewise - guess it's the same team in Reading! :D

Looks like we experience a wide range of customer service across UK - maybe time for Lexus GB to intro the "Mystery Shopper" to help the failing dealerships improve their customer service performance.

resting on laurels could be a problem (just ask Mercedes Benz)!

Inconsistency appears to be a key issue, and I agree the mystery shopper is a good thing...

But you guys that have good service - can I ask if you've actually had a major problem with your car and the dealers have really shone, given youthe benefit of the doubt, bent over backwards etc? If so what was it?

A major concern is a lack of ideas when things go wrong, and the engineers and sales staff faff around 'cos they don't know! That's not what we pay (or Lexus GB under warranty pay) 'em for...

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I have dealt with Ford, Peugeot (Never buying a french car ever again), and Mercedes.

They were all extremely poor. Mercedes were the worst. They did some shocking things like fixing a leaky seal around the windscreen with clear silicone, rather than replacing the seal (They didn't even try to hide it, it was visible on the outside.)

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My dealer says that "mystery shopper" is already a big operation measurement tool in use at ALL Lexus GB authorised dealerships :o

Time perhaps then to change the company doing the shopping - or at least the measurement criteria. I suspect that this is currently items such as initial host greeting , availability of coffee and biccies etc, rather than the "real thing". I would imagine that using 3rd party people to check the sort of issues we are having would be nigh on impossible.

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My dealer says that "mystery shopper" is already a big operation measurement tool in use at ALL Lexus GB authorised dealerships :o

Time perhaps then to change the company doing the shopping - or at least the measurement criteria. I suspect that this is currently items such as initial host greeting , availability of coffee and biccies etc, rather than the "real thing". I would imagine that using 3rd party people to check the sort of issues we are having would be nigh on impossible.

.....absolutely agree----and all the more reason for constructive comments like yours on this post so that WE tell 'em - i.e. the ones it matters the most to and without whom they'd be working at a BeeEm garage!!!!

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Another one that gauls me is that they always say:

"..get a finance quote from your bank and we'll match/beat it..."

Why the 'eck can't the dealers just give you the cheapest possible price? How can you trust doing business with anyone (Lex or not) if that's how they treat you?

I was promised call today from Jon at Leicester to confirm the finance they could offer - nothing...so I have now taken 6.5APR fixed for 2 years (3.35% flat)...good deal or what...? And oh yes, no Doc fees which always come to between £150 and £200 at the dealers...

PS that was my bank which offered me the deal...signed and delivered the form to my bank manager by hand!

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Another one that gauls me is that they always say:

"..get a finance quote from your bank and we'll match/beat it..."

Why the 'eck can't the dealers just give you the cheapest possible price? How can you trust doing business with anyone (Lex or not) if that's how they treat you?

I was promised call today from Jon at Leicester to confirm the finance they could offer - nothing...so I have now taken 6.5APR fixed for 2 years (3.35% flat)...good deal or what...? And oh yes, no Doc fees which always come to between £150 and £200 at the dealers...

PS that was my bank which offered me the deal...signed and delivered the form to my bank manager by hand!

Jamboo,

In the past I have received truly excellent response from both GB & My Dealer over a major fault on my then new IS Sport/Nav but what is of concern now is the apparent patchy response by some Lexus Specialists to the IS250:is the LOC Dealer Review the place to rapidly audit our Dealer Views which all dealers view?

Tel :driving:

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Tel,

is the LOC Dealer Review the place to rapidly audit our Dealer Views

YES, unfortunately the use of this has dwindled :(

I thought long and hard about where to start this.

Steve is correct, it's use is not high, but what has struck me is that the problems which have really got the dealers puzzled and inconsistent are the ones on the new IS (rattle, seat belts etc). So as this is the hot IS forum overall capturing the problems and people feelings, I thought it was the best place too...

I'll wait until all comments have stopped and then may be email this thread over to Lexus GB...

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HI Javeed

That is not true. Speak to Jill Want At lexus GB She knows all about the rattle issues. Lexus woodford have photographed the build error and sent is on to them. and to Japann I was told...A recall would just do their image too much harm...so when in doubt just deny all!!! Its like the seat belt issue .I was told that until mine fails they won't recall all affected cars> although Lexus woodford ( to James's credit)are checking the serial numbers of the belts and have offered to change it if it is in that range

alan

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Jamboo

Just to let you know that I emailed the thread on 'rattle' last week to Lexus GB and the lady said to me that they have not recieved that many compliants at the head office and hence wouldnt act on that.

Javeed

Thanks Javeed - saw that - but there are underlying issues too, such as lack of comm's from Lexus to the dealers about some of the teething troubles, or the dealers are lying. Leicester Lexus claimed that had not heard of any problems.

I would have thought a company the size fo Toyota/Lexus would have info notices or buletins, or even the dealers version of this forum that we can't see. 'cos without that I cannot see how they can communicate.

I will wait and see if there are more things to put on here before sending. If there is no more then I will have to assume that it is a small proportion only...and maybe it's not worth it?

I've also noticed that the "Improvements" Thread that was started has stopped too...so may be we're all loving the new IS too much!

PS - with all of that hype I would have thought that Lexus would take EVERY complaint as seriously as possible..I think you've been fobbed off, which is not what Lexus' legendary customer service would be about as far as me a new Lex customer thinks...

PS - Is it really that good, or is it the fact that the cars are so reliable that they've never been tested, and they're not in reality better than the competition? I know some people have had wonderful service, but then so do some BMW customers...

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