Alan
I just wanted to express my view on the standards at your establishment.
I have become convinced that you need to set up an academy for all other dealerships of all brands of vehicles.
As a retired businessman, I still look for and enjoy excellence in business and customer service. I have yet to find a fault in your sales room or in your service department.
Simply your sales staff approach customers with exactly the right manner and demeanour and amazingly I find they all have product knowledge to a high level. Product knowledge out there in the vehicle world is today very hard to find. I recently purchased a Toyota Landcruiser Sahara. I wished that you had sold them as I could not find a salesman in Melbourne who knew anything about the vehicle. Elsewhere they try to sell a vehicle with a deal. At your establishment you sell the benefits of the vehicle which brings home the sale.
We enjoy our Lexus immensely and it is clearly the best car we have ever owned. Your Service Department looks after it and they are second to none.
Yes Singapore Airlines is noted for the best service in the world and they run an academy for all of the other airlines.
You most certainly should consider the same and show the light to the rest of the industry.
Visiting and dealing with your establishment is a joy.
Kind regards
Louise
Lexus of Blackburn.
The recent purchase of my Lexus was nothing short of wonderful! No hard sales pitch, simply a test drive of a vehicle that was recommended which turned out to be unsuitable for my families needs so a second test drive of a slightly larger car proved to be perfect! Simon took me for a drive, then gave me the opportunity to drive myself whilst telling me the features and benefits of the car. Simon is the epitome of the perfect gentlemen, he was helpful, non threatening and sold the car to me, not my husband!!! My biggest decision was the colour!
When my car was delivered, Simon and Jordan patiently went through the bells & whistles with me - including the Bluetooth connection for my phone. I joked with them that I would have them on speed dial as I learnt how everything worked. I left Lexus of Blackburn, on my way home in my shiny new car, with goreous mohair rug & key rings gifts feeling very happy with myself & excited about driving it over the weekend.
I got to the nearest intersection, approx 20 meters from Lexus of Blackburn, a big smile on my face, turned at the green light and BANG! A car ran the red light and hit my shiny new Lexus! Tried to call my husband - he didn't answer, so in desperation, I called Simon & babbled the situation. Simon & Sonny were with me in a flash, literally running to my aid! They dealt with the other driver, called the police and waited with me for about 1.5 hours (after 6pm on Friday), they gave me a much needed hug, dried my tears and then after an offer of a loan car which was refused (I was too shaken up to drive) drove me home. They also evaluated the incident and ascertained that is wasn't my fault.
Now every time I drop in to Lexus of Blackburn, I am greeted with a warm and friendly smile, they know my name and it's like chatting with old friends, oh, and the coffee is great!
Lindsay and Wayne
Just a short note of thanks, for the way we have been treated by Lexus of Blackburn. We naturally expected good professional service but our expectations have been exceeded. Our experience in the past with other cars we have bought was that once the sale was made, the salesperson went on to other sales and we were left to deal with other people. With the GS 450h, it seems that we have had even more help and attention after the delivery from you than the great service we experienced before the delivery. This has been most helpful and rewarding, making our purchase more enjoyable. Congratulations on this approach, we will tell others. P.S The car is wonderful, we love it!
Martine & Stefan
Iam writing in regards to the purchase of our Lexus this week.
We were so impressed and amazed by your team's customer service. It was a very easy purchase decision for us given the helpful friendly advice we received. We dealt with Mahesh and Nathan and couldn't have been happier. They were all very professional with a down to earth friendly manner, very easy to deal with and happy to help in whatever way they could. They even put up with the odd joke or two. They are definitely a credit to Lexus and we wouldn't hesitate to recommend family and friends to go and see them.
It is nice to know that customer service plays a big part of the Lexus experience and we very much appreciated it.
Ian
Yesterday I had the 15,000km service for my RX 350. Being my first Lexus it was my very first experience of your incredible level of service. Having the car picked up at home and returned to my work was just amazing. The level of courtesy was extreme and the gift given to me was greatly appreciated. In the past, organising a service and getting it done was a painful experience. You have put an end to all of that. Please pass on my thanks to all involved.
Bron
Just wanted to thank you for a job well done! We have been very impressed with how you conducted yourself from the get go. I'd like to especially thank you for making time to take us through the car this morning. We were mindful that it was "Jordan's"role to do that, but we acknowledge you made time for us.Congratulations Nathan. We were very impressed, and what's more you did it easily.
Also, well done on impressing Graeme, trust me, not easy to do! Congratulations Lexus of Blackburn.
Jamie
I would just like to pass on my thanks in regard to the prompt and efficient manner in which you and your team serviced my LX 470, and assisted my family, at such short notice this morning. Through a range of contacts and experiences I have had with your operation over the past couple of years I have been nothing but impressed. This is a further example. Thank you again.
Joe
Just wanted to drop a note to say thank you!
Not many of you guys around that don't pressure people to buy a new car. For us it was made really simple and a comfortable to deal with, because of you.
Please also pass on our thanks to the team! We appreciate your help.
Graham Couch
My purpose is to personally convey to you my absolute delight with the great team you are so fortunate to have at Blackburn and my appreciation for their outstanding professionalism in all respects.
For some 18 months we have been in the market for a new luxury car and have visited and test driven Porsche, BMW, Mercedes Benz, VW and Lexus.
Although calling at many dealers of these vehicles we had no reason to do so with Lexus. We always buy new cars and our last had been a Lexus and a Prado Grande from Melbourne City Lexus and Melbourne City Toyota. The reason was the caring, understanding and sincere attitude of Shane Rigby - a rare * experience today !. Shane's regular call and the trust that we developed was reassuring and a major contributing factor in our ultimate decision. One month on and we are so pleased with our NX200t.
I have in my career been CEO and on the board of listed companies and wanted to tell you of my " journey " and experiences with your major competitors and why we chose L of B. Perhaps you may have time in the future.
Without exception every member of the L of B team that we had contact with were so helpful, courteous and caring.