I recently bought my first new Lexus, and have to say it was one of the nicest experiences I’ve ever had buying a car. The staff were all no-bullshit, no-pressure, and all legitimately friendly people. The first service did similar to the story linked, picked it up from our home, gave us a loaner (higher model fully specced out), and left some decently high end gift products in the back seat when we got our car back, as well as it being detailed with a full tank.
In comparison when I bought a brand new “high end” VW that had major mechanical issues within the first few months (needed entire motor and gearbox replaced with 5k kms on the clock) they made me drop it in and get a taxi home, then tried to charge me extra for “storage” for picking it up late (I couldn’t get there on the day they said it was done). Similar horror stories for other dealerships.
Lexus aren’t the fanciest cars in the world, but what you get for the price and the overall owner experience after years of dealing with sleazy stingy dealerships has pretty much guaranteed I’ll always go back to them from now on.
Goes to show how far a bit of genuine customer care goes. Of course it’s a business decision and not purely then wanting to be nice, but it’s proven time and time again to create customers for life, and customers who’ll pay a premium purely to be treated like a human being.
In comparison when I bought a brand new “high end” VW that had major mechanical issues within the first few months (needed entire motor and gearbox replaced with 5k kms on the clock) they made me drop it in and get a taxi home, then tried to charge me extra for “storage” for picking it up late (I couldn’t get there on the day they said it was done). Similar horror stories for other dealerships.
Lexus aren’t the fanciest cars in the world, but what you get for the price and the overall owner experience after years of dealing with sleazy stingy dealerships has pretty much guaranteed I’ll always go back to them from now on.
Goes to show how far a bit of genuine customer care goes. Of course it’s a business decision and not purely then wanting to be nice, but it’s proven time and time again to create customers for life, and customers who’ll pay a premium purely to be treated like a human being.