Kaizen
Search
Social Media

Enter your email address:

Delivered by FeedBurner

Contact
This form does not yet contain any fields.
    Wednesday
    Feb242010

    Despite Recent Concerns, Lexus Remains #1 in Customer Service

    We Lexus employees continue to focus on doing business in the way we would like to be treated.  Ultimatley, customer service is about listening to our Guests, and providing them with solutions and answers.  We have built long-standing relationships with people who expect to experience excellence. We are honored to share these relationships with our Guests. Thank you for keeping us at the top of this list!

     

    "Lexus and Hummer took top honors in their respective categories in the J.D. Power and Associates 2010 Consumer Service Index (CSI) Study. Released this time each year, the CSI rankings (based on a 1,000-point scale) measure satisfaction among vehicle owners who visit a brand service department for maintenance or repair work during the first three years of ownership – that wonderful honeymoon phase when factory warranties are still in full effect. The study is designed to focus on five measurements: service quality, service initiation, service advisor, service facility and vehicle pick-up. The results are tabulated, and then presented as a score on a 1,000-point scale. Unlike previous years, where all brands were lumped into one single category and only three made it to the podium, JDPA broke things into two segments: luxury brands and mass market brands.

    Lexus, with a score of 837, was at the top of the luxury brands, again – the automaker won last year as well. It was followed by Cadillac (827), who showed a big improvement over the previous year, and Jaguar (822). If you recall, Jaguar was at the top of the list in 2008 and finished second in 2009 (this is more indicative of a bar that continues to be raised rather than a decrease in service). Hummer (815) was top dog among mass market brands, followed by the now-discontinued brand of Saturn (808) and Buick (805). General Motors holds six of the top seven spots on the mass market category. At the bottom of the list are Suzuki (693), Mazda (717) and Jeep (720).

    Overall, the industry is showing improvement as customers have expressed satisfaction with the ease of driving in and out of dealership facilities, parking convenience, thoroughness of work performed, the speed of repairs and flexibility of accommodating schedules. While that sounds like great news, experts say it most of those improvements may be attributed to the lower volumes of service bay traffic as sales slump in the new car showroom. [You may view the] full press release here."

    [Repost of J.D. Power & Associates via Autoblog]

    Monday
    Feb222010

    Why a Lexus?!?

    During a past weekend I had my dad and friends over my house for a relaxing afternoon brunch. Since I am a collector of new and old motorcycles and cars, and am also an avid motorcyclist, I like to keep abreast of both classic and new bikes and cars. We sat talking about motorcycles and cars and I asked a hypothetical question, “Why a Lexus?” It wasn’t like I expected to hear astrophysics to answer it. However, I was certainly surprised when all heads turned faced me, and gazed at me like I had just accepted the biggest booby-prize by not knowing why people would choose our cars. 

    Judging by their expressions, these proud owners must have contemplated the merits of ownership extensively, and as the cars pertained to their everyday routines. It was easy not to be a devil’s advocate, as what I was hearing became quite beneficial.

    So, why a Lexus?  As one said, "I have had my Lexus for years. After owning plenty of American cars my wife wanted a luxury car. I researched all the luxury cars and Lexus surpassed the others in luxury. The Lexus LS430 was what my wife decided on buying, and we have enjoyed this car ever since."

    That story recalled the memories of my brother in-law who gave his Maxima to my brother and his wife and purchased their first Lexus LS400 in 1989. Their reason was the car was ranked highest in reliability and luxury by J.D. Power and Associates. Through the years, they have upgraded to newer models but remain loyal to the Lexus product.

    I was asked if I ever read Motor Trend or Motor Week. I said, "Not really," but I read the Consumer Reports on buying new cars, and Lexus was best qualified a lot of the times.

    My dad turned around and asked me if I had ever noticed the car my cousin Sharon drives is a Lexus, and she loves that car immensely. Not to mention my Aunt’s Lexus that everyone piles into going to church on Sundays. My friend Mike sat there and rattled off amenities that Lexus carries and the advantages it has for the owners like the Park-Assist and Backup Cameras, which he insisted were made for his girlfriend. Mike said the cars can be optioned with the rear seat entertainment system that has two video sources, which is cool because kids never want to watch the same thing at once. David said Certified Pre-Owned cars come with a 100,000 warranty. He didn’t think his Ford could pull that one off at all, or if it would even last that long (unfortunately his Ford did take a nose dive).

    Anyway, the answer to my question: “Why a Lexus?” was, indeed, a full deck of cards played well. I obviously had a winning hand. Ah, but to justify what my friends were saying, I found a link about Lexus and what they have achieved, which I have posted for you, our guests and friends, to review.  With this information you will have an easier time selecting a Lexus without a rocket science’s recipe.

    If you would like to add you experience of owning a Lexus please post; it is always great to hear what others have to say, and you always hear of something new, as I found out that day.

    Maya

    Tuesday
    Feb092010

    20... 10 Questions for Jim Lentz on Digg

    With all the news about Toyota and Lexus recently, we would like to take this opportunity to show you a source for accurate information. Digg, the social bookmarking website with 40 million users, took the opportunity to crowdsource its users for questions to ask Jim Lentz, tally the most popular ones, and ask them to him directly.

    You can see these questions in the video below. Each dot on the progress bar represents a point in time when Jim is asked a new question. 

    "With the recent controversy surrounding the Toyota vehicle recall, Jim Lentz, President and Chief Operating Officer of Toyota Motor Sales, USA, is answering the Digg community’s top questions for a very timely and topical Live Digg Dialogg. He’ll be sitting down with Digg to provide perspective on what happened, what they’re doing about it and what consumers need to know about the recall."

    [Courtesy of Digg.com]

    Monday
    Feb082010

    Driver Awareness

    Embrace Life from Haendel Dantas on Vimeo.

    When you buy a car, you hear a lot about active safety (like all-wheel drive and rain-sensing windshield wipers) and passive safety features (like airbags and crumple zones). To be sure, these are amazing technologies that save lives.

    Most accidents, though, can be attributed to driver error. This fact means all drivers should maintain a high level of situation awareness. Before every drive, check your tire life and pressure, fluid levels, assure your floor mats are properly secured, and please, always wear your seatbelt.

    The winter season brings us more challenging driving conditions, so we must be sure to prepare.

    Friday
    Feb052010

    Help for Haiti

    Hello All,

    I just wanted to show you the announcement that Penske Corporation made today about our donation to the Clinton Bush Haiti Fund. As many of you have seen, Haiti has been in turmoil ever since the massive earthquake occurred a couple of weeks ago. I also wanted to say, "Thanks," to every team member for helping in the recall efforts at our Toyota and Lexus stores.

    This project is part of our broader effort to engage in strategic, mission-related philanthropy. For more information on this school of thought, please see BlendedValue.org, a site established by former Stanford Graduate School of Business Professor, Jed Emerson, and McKinsey & Co. Senior Expert, Sheila Bonini. A background pdf can be found here.