Wear A Shirt And Tie To The Dealership!

[Gumart1]

I stopped by a local Lexus Dealer today to get some details on the service history of my '98 LS400. I was wearing an inside out sweatshirt, and I hadn't shaved in 3 days. I drove my Ford Explorer and left the Lexus at home. After being greeted by a Salesperson (didn't care what I was wearing), I was told to wait by the Parts counter and a Service Adviser would be called. After nearly 10 minutes, I was instructed by rep to pull my car in. "Sorry, I said. I wasn't interested in any service today but would like some info on my LS400." OK wait just a few more minutes. Finally someone asked what I needed and when I said I would like a more detailed service history, he said he was on his way out and didn't have time. I then told them that if they could not perform this simple task, then I wouldn't bother having my car serviced there (although I don't plan to anyway). He claimed that he didn't have access to the detailed records. I knew this to be false. Any Dealer can access the Nationwide records by logging in online. Finally, he did. Now either things are different at different dealerships, or these guys don't know what they're talking about. When we went over the maintenance schedule, he told me that the spark plugs in the '98 are good for 90k miles, then he corrected himself when he saw that mine were changed at 60k. Also, when he saw on the list that my starter was replaced, he mentioned that there was a recall on it. But then I produced the former owner's bill for the starter repair for $1,000, and he changed his story about a recall. In any case, he did take the time to help me in the end. But in the future, I think I'll shave and clean up a bit when visiting my friendly Lexus Dealer!

[SW03ES]

I always wear a suit whenever I deal with people like this. It makes them MUCH more pleasant. Shouldn't be that way, but it is.

[914lps]

If what you say is true. The local dealer at best has employees that are inept. At worst they are lyres and cheats. You really think dressing nice is going to make them a good place to due business with. I would stay away from them.

[SW03ES]

You'd be surprised the difference it makes.

[Shaggz]

Your appearance may have had some influence on the way you were treated at that particular dealership, however, I can attest to quite a different experience when visiting my local dealer. This is a true story, within the last 30 days even...

I had just spent the morning taking apart my LS400 in hopes of quickly replacing a failing fan clutch. Once inside, I realized the fan clutch was not the problem, but the fan mounting bracket was. At the time, I did not know specifically what the part was, so I took off my repair gloves and headed down to the dealer with a picture, not knowing if I could replace part of the assembly or what. Note, all I did was take off my gloves. I wasn't covered in grease, but I wasn't exactly "just out of the shower" either.

I got to the dealer, strolled through the showroom without being bothered at all, although I did receive a few "accepting" nods from a couple sales folks. I then went to the Starbucks kiosk and poured myself a complimentary cup of Breakfast Blend coffee. Not my favorite bean, but definitely my favorite price - FREE! Once I got my cup of coffee, I admired the 30 bay service area through the wall of glass next to me for a few minutes and was just amazed at how clean and orderly it was kept. Surprisingly, many of the bays were empty and I think I only saw a couple people walking around it even :) I then proceeded past the (empty) waiting lounge (complete with widescreen tv, couches, chairs and a fireplace) and the (empty) complimentary business conference suite (fully wired) and down a hall to the parts area.

The guy behind the parts counter was more than willing to not only tell me what the part was, but he walked around the corner and brought one back out to show me. Now, the fact that they actually had a fan bracket for my 91 LS is beyond me, but then when he offered right away to knock the price down from $260 to $230 (after tax) I just couldn't pass it up. The next best deal would have been only $50 cheaper and a week in shipping. After having a brief chat, I gladly paid the man and bid him good day.

I then proceeded out through the dealership and on my way without a negative vibe from a single soul on the property.

I guess the folks here don't really care what you look like and really whether you spend any money or not. Even if you don't, there are plenty of people that come through there that pay quite handsomly. But the attitude is definitely instilled by the management of the location. Heaven forbid you ever actually "need" the dealer for anything, but it would be nice if you could find one you might consider trusting before you're in a bind.

[SW03ES]

Thats how all the dealerships should be, but sadly not all of them are.

[TexasLexus94]

Your comments are right-on. Lexus is looking for well-heeled dopes who don't have a clue about car repair. My 94LS, which was a one owner car here in Vegas, had 97K when it was traded in.

After asking for the maintenance history, I found it had had 3 brake jobs between 70 and 89K. The owner paid $200 for cabin filters which were never installed. The oil changes cost over $150. When I got the car, 8 interior lights were OOB. Curiously, Lexus refused to give me the history before 70K miles.

So I called the previous owner, who was *BLEEP*ed, and stated that the car cost him a fortune due to maintenance. That's why he got rid of it. Since I know this owner is a millionaire construction company owner, I'm convinced of the following:

1. Lexus sells a costly but luxurious automobile.

2. As the car ages, they stick it to the original owners for repairs and general maintenance costs.

3. As the original owners dump the car for new ones, they know that the used car owners are a little sharper, and ask questions about repair costs.

4. So they treat the new owner like old underwear, feeling that you are more trouble than their inflated charges need to endure.

Sadly, many independent shops consider used Lexus owners as sheep needing fleecing, too. So it's a non-ending problem. This forum is a life-saver-stay tuned.

[SW03ES]

If you live near JPI go there, I wish I lived near him.

[Gumart1]

Texaslexus94, you said it. The ironic thing is that the former owner was taken by the Dealership, maybe not abused, but he certainly didn't have much knowledge about his car and was at their mercy. I suspect perhaps 80% of Lexus owners are in this boat. This is what I loved about the car I bought from a private party, the engine compartment hadn't been steamed or cleaned, it wasn't very dirty either but I knew nothing was hidden from me. Mine had exactly 97k when I bought it and I think the owner just got fed up with the maintenance costs especially after the 90k service, which was the best gift to me I could ask for. And I believe you are correct about the Dealer's attitude about me. It is true that there are good dealers out there, in fact tonight I had a very pleasant experience ordering a door handle trim piece from a different Dealer. The guy spent at least 15 minutes on the phone with me, checking his diagram to make sure the part was right, and even checking my VIN to confirm all my options on the car when new. All this for a $17 part. And the first Dealer quoted $27 for it, so sadly again you can't trust every Dealer.

[blake918]

You'd be surprised the difference it makes.

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Very true especially if you're young in my(and in yours) case. I've gone to the dealer in t shirts and shorts, and I've been wearing dress slacks and a nice polo. The difference in the way I was treated was astouning, a complete 180. The time I wore the nicer clothes was the first time I had a pleasurable dealer experience....they offered me a loaner for a 45 min. job(the advisor looked at me and scratched his head when he got my license to copy. He siad 18?????? lol). That was a first! This can be applied to any place you go, imo.

[Lexls]

If you live near JPI go there, I wish I lived near him.

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Me too.

[SW03ES]

You'd be surprised the difference it makes.

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Very true especially if you're young in my(and in yours) case.

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Oh yes! I've always looked older than I am but when I started my business in College (which involved selling to car dealerships) I learned that people in their late teens/early 20s get no respect at all, if you want to get results you HAVE to look older. Its funny, I was in that real estate class last week and we were talking, turns out one of the people in there went to my high school. Turns out he was in my graduating class! None of them could believe it when they heard how old I was. I've learned. SO, I always wear business casual attire and dress for business (a suit) whenever I'm dealing with people like car dealerships. A nice watch helps too, so does a mature style of haircut. If you're wearing a suit, wear conservative suits. etc

[SRK]

There is some very good advice given on this topic so far.

We are constantly judged and assessed by others, in real time, and to expect to be treated well without regard to the way we present ourselves borders on naive.

People judge us on how we dress, our use of language (syntax, word usage, dialect, jargon, accent, clarity), our non-verbal clues (how you stand, shake hands, eye contact, etc..) and physical appearance in general.

We do this to others, and consequently we must expect others to do this to us.

[vcv10guy]

You'd be surprised the difference it makes.

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Very true especially if you're young in my(and in yours) case.

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Oh yes! I've always looked older than I am but when I started my business in College (which involved selling to car dealerships) I learned that people in their late teens/early 20s get no respect at all, if you want to get results you HAVE to look older. Its funny, I was in that real estate class last week and we were talking, turns out one of the people in there went to my high school. Turns out he was in my graduating class! None of them could believe it when they heard how old I was. I've learned. SO, I always wear business casual attire and dress for business (a suit) whenever I'm dealing with people like car dealerships. A nice watch helps too, so does a mature style of haircut. If you're wearing a suit, wear conservative suits. etc

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Yep that's why I let my mustache grow back and for the past few years I always dress business casual (I like dressing my best, so it's no biggy). It's funny too, when I let my mustache grow back a few months ago, people started treating me with a lot more respect than before. It's a real shame though that you get respect simply on those variables. Oh well that's how it goes...

[TexasLexus94]

SRK's message about non-conforming people being "naive" when going to a Lexus dealer is a perfect example of someone who somehow feels that you have to act differently when going to buy a car or parts from a high-dollar company, than when you go to a Chevy / Ford or truck dealership. Being treated according to how we dress and act reflects the exact attitude of Lexus dealers, and I don't like it. I don't like it, but it's the way it is. An example-

I recently went to Fletcher Jones Lexus to buy 2 tiny bulbs that illuminate the driver and passenger side windshield visors. I couldn't find the bulbs anywhere, and thus was forced to drive the 25 miles to the dealer. I walked into the parts department, and immediately thought I was in a Golf Pro Shop, There were golf balls, golf shirts, tees, logo caps-all the stuff we used to have when I worked in a Pro Shop 30 years ago. There were display cases filled with Lexus emblems, license plates, and such high priced impulse items. No car parts, that's for sure. The clerk on duty, a shapely 25-ish female in a tight dress, who sure didn't look like she'd ever used Goop or a red mechanic's towel, looked at me like I was lost. I asked for the exact part, however, and she returned after 10 minutes with the bulbs.

My point is that I paid $14.00 for those 2 tiny bulbs. How much of that cost was to impress those high-rollers who buy a new Lexus while waiting around in such sumptuous surroundings? Beats me-it's a lot, however. Curiously, however, I'll bet that Lexus would take my new car money even if I was dressed in jeans and a tee-shirt. And they certainly would take SRK's money while wearing a suit and tie. Maybe SRK would get more pats on the back and elsewhere, but the price would be the same.

[SRK]

Texas, somehow you derived from my post that I wear suits. I don't. I had an S class Mercedes in my early thirties and I used to drive into the dealer lot, and get out wearing cut-off jeans and a ball cap. But I parked the car right up front. I bought parts, never talked to the service department, didn't want to see the new cars because the salesmen all smelled funny, and got below wholesale everytime on the price. So they saw the car and then me, the small business owner.

It may not be fair that people judge others by how they dress and act, but they do. Some folks have to wear jeans that cost $100.00. I find Kirkland jeans work just fine. I was in the military in the early seventies, and I took a lot of abuse wearing a uniform. I was judged, at a time when the Vietnam war was still raging, and I am Canadian.....and dressed in civvies, people judged me because I had short hair, and didn't "fit in" with the long-haired hippy bunch. So that's people, and there isn't much you can do. No matter how you dress or act, you will be treated accordingly. It's the law of toyland.

Most high end dealerships are also aware that some wealthy people dress down in order to see how they are treated. So the good salemen will treat everyone the same. That's great, but not always the case.

So why do we all drive Lexus? We may have myriad reasons, but if we are honest the answers will be perhaps a bit embarassing because its tough to argue against the fact that a Cavalier will get us from A to B.

I can hear the rationalizations now......

Remember what Henry Ford II said - "never explain, never complain". And so it is with this topic. Walk into a Lexus dealership with your best ditch-digging clothes on, and a large chip on your shoulder "demanding equal treatment" like some commie comrade, and you'll have your answer quick enough.

[90LS400Lexus]

Well, I was suprised at my local Lexus dealer. I thought that since I was taking in a 1990 Lexus, looking much younger than I am (in my very late 20s, but everyone thinks I am 18-19 - which is fine with me :) ) I thought I would not get the "red carpet" treatment there. <_< Suprisingly, everytime I would take my car in- for a oil change, transmission service, etc., they all were very nice. The first time I took my Lexus to have the airbag light checked- the service advisor told me that it would be a $30 minimum charge- and $60 per hour to check it. They had the car back there for about an hour- I was getting anxious as time went by. They called me to the service department. She said that the previous owner had disconnected the airbag system and removed the bulb. She said they went ahead and repaired it. I was thinking $$$, but when she said $33.00 I was suprised. She said $25 labor and the light was like $1.50- then tax of course. I took the car in a few times after that for oil changes. I took it again for the vibration problem. It was back there for 45 minutes. They told me the tires had "cupped" due to bad alignment (no alignment after rear strut change at small shop) and did not charge me one penny! He even said I should "wear out" the tires on it, THEN have it aligned. They could have took advantage and recommended an alignment at that time, but they did not. If I ever buy another Lexus, I will not hesitate to go again.

Now, our Lexus dealer is not all that "fancy". It was built in 1989- when the Lexus was just introduced- and does not appear to have ever been remodeled, but it is still nice. No big screen TVs, no big lounge chairs, etc, but rather a nice showroom for about 3 cars, a leather sofa and a leather EZ chair, with a TV fixed into a wooden wall, and illuminated photos of Lexus automobiles surrounded by magazines and Lexus brochures and several windows on the end of the waiting room. There are only enough seats in the waiting room to seat 4 at a time. Our Lexus dealer also has a Toyota dealer next door- which is the same dealership, but the buildings are seperate. However, they do "share" the service garage- which is connected to the Toyota building. Kind of odd, but like I said, they are nice and very helpful and have been honest with me.

I think this dealer you visited is rude and does not deserve business. I also think that they ALL have access to those service records. My dealer was glad to give me the records on my 1990 when I asked for them. However, some of the data is unclear. It shows service, but not what exactly was completed.

They should treat everyone with respect. You cannot go by how someone is dressed. My uncle heard a story from a co-worker a few years ago- his friend had known of man (a farmer) that had gained a nearly two million inheritance back in the mid 1980s. He went to the Cadillac dealer to pay cash for a new Cadillac, but was dressed in his farming clothes- which was the way he was always clothed. They ignored him, but one salesman did finally ask him if he needed help. When the man showed the cash and said he wanted a new Cadillac- they ALL were more than eager to roll out the red carpets!

[TexasLexus94]

Hey, SRK. "Commie Comrad"? Goodness, have times changed. Funny how the accumulation of money puts your life in a totally different perspective. Like this:

A very successful lawyer parked his brand-new Lexus in front of his office, ready to show it off to his colleagues. As he got out, a truck passed too close and completely tore off the door on the driver's side. The lawyer immediately grabbed his cell phone, dialed 911, and within minutes a policeman pulled up.

Before the officer had a chance to ask any questions, the lawyer started screaming hysterically. His Lexus, which he had just picked up the day before, was now completely ruined and would never be the same, no matter what the body shop did to it.

When the lawyer finally wound down from his ranting and raving, the officer shook his head in disgust and disbelief. "I can't believe how materialistic you lawyers are," he said. "You are so focused on your possessions that you don't notice anything else."

"How can you say such a thing?" asked the lawyer.

The cop replied, "Don't you know that your left arm is missing from the elbow down? It must have been torn off when the truck hit you."

"My God!" screamed the lawyer. "Where's my Rolex?"

Needless to say, SRK, you've ruined my conception that Canada is a more tolerant place. "Commie Comrad ??????

[SRK]

Great joke Texas - made me laugh out loud!

I should have said "When one walks into ....." as I was not implying you specifically. Here in Canada we have a more socialist lifestyle, and frankly I am getting tired of it. I prefer the American attitude which is to help yourself by working hard, rather than our solution which is a government that taxes me heavily in order to spend my money on people I don't know, who don't want to work. That's where my commie comrade comment comes from. (how's that for alliteration?)

[TexasLexus94]

I agree with a lot of what you wrote, SRK. On a recent visit to beautiful Vancouver, I was impressed with the friendly people and all the high-rise construction. The whole city seemed like a great place to live and work.

On my last day, however, I killed time by walking down through the Hastings area, and found out that Vancouver has all the same problems that the States have. Drugs, bums (excuse me, the homeless), and the like. I guess it doesn't matter-You can live in a Red Neck area (place city name here _____), or a liberal area (_______), and you can't avoid society's problems.

Guess we all need to prioritize-taking care of #1, #2, and #3. Wife, Kids and the Lexus. Best of luck.

[SRK]

I lived in Vancouver for three years while attending university. Hastings and Main was an intersection to stay away from then, and more so now. But I am glad you saw the other side too - it is a great city.

Your priority order is the one I follow, although the wife accuses me of reversing it sometimes.....I tell her if she doesn't want me to work on the cars, she can always pay the dealer.

[stockgixer]

This is scary!

[mason]

Well, I made my first-ever visit to a Lexus dealership on Friday, with my new '94 LS400. I needed three light bulbs replaced, and as silly as that sounds, the quote I was given from the dealership exceeded the independent shop by only $15. So I decided, what the hell, I've never had this opportunity before and it might be the only time I do this.

I had just read your post and thought about dressing up, but decided to go just as I was--in jeans and a rugby shirt. Now mind you, I am 48 years old, although I'm told I look no more than 30, and I have longish hair. So the way I was treated might have been some reflection of my age; however, I really don't think so.

From the moment I arrived and was greeted by a smartly dressed "service consultant" to the moment I paid the surprisingly low check at the marble "concierge desk," I was treated as though I had just purchased a new LS430. No one looked at me with disdain for bringing in a car of age eleven with more than 150,000 miles on its clock. They included the complimentary wash and vacuum and offered to take me to meet friends for lunch when I discovered that I was going to be late. For the short time that I waited, I had access to complimentary Starbucks coffee, free high-speed internet, a widescreen TV, comfortable chairs, and I promise: Every employee I encountered looked me in the eye, spoke to me, and asked me if I needed assistance.

I imagine there is some degree of difference among the Lexus dealership network. Indeed, I have heard tell of the snootiness of the "other" Lexus dealership in town--which is one reason I avoided that one. And as I said, this might be the one and only time I go to the dealership, and for that reason, I am very happy that I had a positive experience.

Oh, I guess I will have to go back to get extra keys, since the seller of my new baby so far cannot find the others.