Chicago_grl

Thank you for sharing your experience with me. I know it may seem quite often that dealerships try to upsell you on things, we do have to make money just like any other business but you are correct in that it does not need to be done at the expense of a customer. What we have in place already (and I'm sure other dealerships do as well and if they don't please bring it to the attention on their manager) that we fully explain why we recommend something, what it does and what your options are. I'm sorry your experience has been so negative! I hope next time you are treated by a more professional attitude ! I will certainly share your comments and feelings with our service dept so they know how some people feel. thank you again !

A suggestion if I may. To legitimize your post as an authentic initiative from Lexus, why not devulge the name of your dealership. I would also suggest posting an email address or perhaps even creating a forum where readers could voice their suggestions and concerns directly to you and allow you to get to the heart of their issues without having to filter through postings to find the ones that are addressed to you specifically. Not only would your post gain credibility, but due credit as well for your desire to: Here's one. I had an occaision to discuss cleaning the rack solenoid on my LS with a Lexus service advisor who said they don't do that service, instead they replace the rack. I would suggest that if the Greening of Lexus/Toyota with the advent of the LSh, RXh, GSh, Prius and the like is genuine, then recycling, rebuilding, renewing, and cleaning, should be operative protocols rather than the standard and definitely "Ungreen" remove and replace. Here is a thread that might interest you at: http://us.lexusownersclub.com/forums/index...showtopic=48232 where I describe experiences I had at a couple of dealerships that indeed impressed me. I'm sure if you structure this venture with commitment and authentic concern for your clients (such as identifiying the dealer as described above) you will gain the trust and co-operation of members of this and other forums to: . Good luck! WOW. You are quite good at this posting stuff ! I admit this is my first go at it so thank you for all of your help in this. I have edited my post complete with my email address etc. at Lexus of Naperville so I can be contacted there as well. I appreciate the thread that you sent. Although I had no idea what a thread was to begin with ! Its always good to learn something new. We certainly want ideas for all aspects of your experience, from the moment you walk in the door, what you want to see, what you want to feel, how you want to be treated, how to improve your overall experience, from the sales process, to having your vehicle services, what you want to see in the people that work in the dealership, what you want your waiting time in the service area to be like, what ameneties you want to have, what you want to make your experience absolutely amazing. We want raving fans here, people who love to come here, people who love us, people we love back, this is a really really tough job and we want to gain as much feedback as we can as to what YOU all want. It is important to us. This is a project to raise the bar yet again for Lexus dealerships. Other dealerships/manufacturers now offer what we do, so it is our task to set an even higher standard of customer service. Not just because others are offering what we do but because we want to keep Lexus the best of the best, because we know that is what our customers want. This is a great way to use your imagination, to think of whats not ever been done before ! Thank you for helping us !

I am quite sorry for your experience with Johnson. It was very unprofessional. As for the reasons behind the prices for oil changes, that will be something I bring up in the next meeting to see what the difference is and why the prices are the way they are. I agree with you completely that service is the key to everything. Your comments are appreciated and I will look into what you suggested as a way to improve the customers experience at our dealership and hopefully throughout other dealerships as well.

Thank you to everyone who has posted. I've read all of the posts and will be getting back with you all individually. It may take me some time ! Thank you !

Hello ! I work for a Lexus Dealership and I am in charge of a fantastic project Lexus is working on called the Innovation Project. It is all about elevating the expereinces of our customers. It is our goal to provide our customers with Unprecidented and unmatched customer service, to impliment a visionary business idea to serve you (our customer) to the highest degree and more important than anything else we want to create something within our dealership that is a value to you and therefore other Lexus dealerships will follow suit. Why am I on the blogs asking you for your advice on what we should do? Easy ! What knows better than you about what will make you completely WOWed! We want you to be thrilled and we want to know how to do it ! Please feel free to share with me all of your ideas, you can even complain about what you dislike as long as you are kind enough to give me an idea of how to make it better. Please keep in mind we are doing this for YOU and I care very much about making this project a success. All ideas are welcome and I will respond to all posts. Be kind though I'm knew to this! Memebers of my sales, service, parts, accessories, management and even a customer panel meet on a weekly basis to toss around ideas to improve your experience, not just from the sales side but from all aspects. Please help us help you ! So...what would wow you ? Thank you for all of your help !

Hello ! I work for a Lexus Dealership in Naperville IL (I've also worked in other Lexus dealerships in other parts of the US as well) and I am in charge of a fantastic project Lexus is working on called the Innovation Project. It is all about elevating the expereinces of our customers. It is our goal to provide our customers with Unprecidented and unmatched customer service, to impliment a visionary business idea to serve you (our customer) to the highest degree and more important than anything else we want to create something within our dealership that is a value to you and therefore other Lexus dealerships will follow suit. It is our task to create something that has never been done in any Lexus dealership before that will make your experience Truly outstanding and that will be of value to you. Why am I on the blogs asking you for your advice on what we should do? Easy ! What knows better than you about what will make you completely WOWed! We want you to be thrilled and we want to know how to do it ! Please feel free to share with me all of your ideas, you can even complain about what you dislike as long as you are kind enough to give me an idea of how to make it better. Please keep in mind we are doing this for YOU and I care very much about making this project a success. All ideas are welcome and I will respond to all posts. Be kind though I'm knew to this! Memebers of my sales, service, parts, accessories, management and even a customer panel meet on a weekly basis to toss around ideas to improve your experience, not just from the sales side but from all aspects. Please help us help you ! You may also email me your opinions, advice, suggestions for what would WOW you and what would make you a RAVING FAN at mloebach@lexusofnaperville.com. I get a ton of email there already so it may take me longer to respond than here but please feel free to email me anytime. Please remember I am here to help elevate your experience as a Lexus customer. Please note that all posts will be printed and submitted to our Innovation Team for review and may even be submitted to the judging panel as part of the project. If you would like your name ommitted or your post to not be used please note that in your post. So...what would wow you ? Thank you for all of your help !

Hello ! I work for a Lexus Dealership and I am in charge of a fantastic project Lexus is working on called the Innovation Project. It is all about elevating the expereinces of our customers. It is our goal to provide our customers with Unprecidented and unmatched customer service, to impliment a visionary business idea to serve you (our customer) to the highest degree and more important than anything else we want to create something within our dealership that is a value to you and therefore other Lexus dealerships will follow suit. Why am I on the blogs asking you for your advice on what we should do? Easy ! What knows better than you about what will make you completely WOWed! We want you to be thrilled and we want to know how to do it ! Please feel free to share with me all of your ideas, you can even complain about what you dislike as long as you are kind enough to give me an idea of how to make it better. Please keep in mind we are doing this for YOU and I care very much about making this project a success. All ideas are welcome and I will respond to all posts. Be kind though I'm knew to this! Memebers of my sales, service, parts, accessories, management and even a customer panel meet on a weekly basis to toss around ideas to improve your experience, not just from the sales side but from all aspects. Please help us help you ! So...what would wow you ? Thank you for all of your help ! :D