Service
Lexus has become known for efforts to project an upscale image, particularly with service provided after the sale. The waiting areas in service departments are replete with amenities, ranging from refreshment bars to indoor putting greens. Dealerships typically offer complimentary loaner cars or "courtesy cars" and free car washes, and some have added on-site cafes and designer boutiques. Service bays are lined with large picture windows for owners to watch the servicing of their vehicle. In 2005, Lexus also began reserving parking lots at major sporting arenas, entertainment events, and shopping malls, with the only requirement for free entry being the ownership of a Lexus vehicle. An online owner publication, Lexus Magazine, features automotive and lifestyle articles and is published online monthly and on a mobile site.
Since 2002, Lexus has scored consecutive top ratings in the Auto Express and 76,000-respondent Top Gear customer satisfaction surveys in the UK. Lexus has also repeatedly topped the 79,000-respondent J.D. Power Customer Service Index and Luxury Institute, New York surveys in the U.S. As a result of service satisfaction levels, the marque has one of the highest customer loyalty rates in the industry. To improve customer service, employees are instructed to follow the "Lexus Covenant," the marque's founding promise (which states that "Lexus will treat each customer as we would a guest in our home"), and some dealerships have incorporated training at upscale establishments such as Nordstrom department stores and Ritz-Carlton hotels.
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Famous quotes containing the word service:
“We could not help being struck by the seeming, though innocent, indifference of Nature to these men’s necessities, while elsewhere she was equally serving others. Like a true benefactress, the secret of her service is unchangeableness. Thus is the busiest merchant, though within sight of his Lowell, put to pilgrim’s shifts, and soon comes to staff and scrip and scallop-shell.”
—Henry David Thoreau (1817–1862)
“We have in the service the scum of the earth as common soldiers.”
—Arthur Wellesley, 1st Duke Wellington (1769–1852)
“The more the specific feelings of being under obligation range themselves under a supreme principle of human dependence the clearer and more fertile will be the realization of the concept, indispensable to all true culture, of service; from the service of God down to the simple social relationship as between employer and employee.”
—Johan Huizinga (1872–1945)