SYDNEY CITY LEXUS INSIGHT
10 YEARS OF CUSTOMER SERVICE
Sydney City Lexus is celebrating 10 years of ownership under a protocol which has become the standard-setter for luxury retailers of the future.
The model combines beneficial corporate investment with private ownership which guarantees clients continuity of personal service even through generational change.
Ten years ago, Sydney City Lexus was a company store. Lexus sought to change the paradigm.
It recognised the most efficient dealerships are run by principals with an ongoing emotional and financial commitment to their businesses and to the customers who rely on them.
Customer satisfaction and enduring support is best assured by personal interaction.
It’s a successful concept. Pleasingly, now, Sydney City Lexus has one of the highest ratios of repeat business and a real connection with its customers.
Five interested parties responded to the Sydney City Lexus tender. Amazingly each asked me to lead their bid. At 35, I had been Chief Executive of Lexus Australia, so I knew the business from the corporate side. I had left, somewhat reluctantly, to pursue my dream of becoming dealer principal of a major retail opportunity. The Lexus offer which brought me back to the fold was kismet.
I chose to partner with Andy SciFleet whose family had been one of Lexus’ six foundation dealers. SciFleet is a household name in the Brisbane automotive arena. Andy’s father Gordon and mother Patricia epitomised the spirit of Lexus. In 1991 Patricia even baked cakes for their first customers and their daughter Sarah delivered them when personally returning their cars from service.
I became dealer principal. Andy and his associate Jarod Marshall used their first major joint venture outside their own dealerships as a launch pad to develop the concept. It now encompasses another seven retail outlets.
“Critical mass is important,” Andy said. “It assures stability. But it’s the choice of dealer principal as a major shareholder that is critical. John Roca is an icon in the industry, the right person to enter business with.”
Like me, the SciFleet family is taking the long view. Succession is a major pillar for success.
“We have a family constitution to guide our next generation,” Andy said. Eight next generation members of his family are employed in his SciFleet branded businesses.
At Sydney City Lexus my son Jacob has just graduated from TMCA's future leader course. After nine years gaining experience across our business divisions, he will soon enter management.
I am in no hurry to hand him the reigns, and he is yet to earn the right. Sydney City Lexus is the realisation of my dream. Jacob will turn 35 in another six years; the same age I became CEO of Lexus Australia. We may set that as his goal.
The celebration of this first decade has been emotional.
I would like to take this opportunity to express my deep appreciation to all those who’ve been with me – my family, my colleagues, my team, and especially my customers. A lot of enduring friendships have been formed along the way.
John Roca, Dealer Principal
PLUG INTO OUR MOST POPULAR SUV
We saw it coming and we could hardly wait – our two most in demand Lexus SUV’s, the RX and NX, are both now available as Plug-In hybrids.
It’s a massive move forward.
Plug-In hybrid technology provides the best of both worlds – the transition from standalone internal combustion engines to full electric mobility.
When we introduced the last year demand from our customers and those around the world was so overwhelming that we had to put a temporary halt to our order book. We were able to accept expressions of interest – and there were plenty of them.
Now NX has come back online and with it, its sibling RX has also been introduced with a plug-in hybrid version, the RX450h+.
Lexus is at the forefront of the mobility revolution.
Last year three out of four Lexus we delivered were electrified.
Across Australia our Lexus customers took delivery of a record 10,164 electrified vehicles, firming our resolve to adopt a multi-pathway approach to a new world of motoring.
For many of our customer’s plug-in hybrid electric is the right powertrain for the moment, offering total security as we continue to develop infrastructure to support a greater uptake of battery electric vehicles.
The introduction of flagship RX as a plug-in hybrid is a breakthrough.
It’s now available with three power trains – petrol, hybrid electric and plug-in hybrid electric and in two-wheel drive and all-wheel drive configuration.
Customers can choose from seven trim grades and two enhancement packs, offering exceptional choice.
We’re proud that more than three million Lexus vehicles featuring a hybrid or plug-in hybrid have been delivered to customers around the world.
Our RX400h made headlines back in 2004 as the first luxury SUV available with an electrified hybrid powertrain.
OVERTRAIL DEFINES BEST OF THE BEST
Since we first introduced it in 1998 the Lexus LX flagship 4x4 has been the definitive off-road vehicle.
Its cross-country capability, and more precisely its extreme traction in pretty much any circumstance, has made it the go-to vehicle for anyone seeking a luxurious means of towing or heading off the bitumen.
Now we’re pleased to announce that there’s a best of the best: the Lexus LX Overtrail.
It dramatically enhances the tractability of LX. How’s this for a suite of mechanical enhancements.
Low speed grip is maximised with front, centre and rear locking differentials combined with electronic aids – Multi-Terrain Select, Downhill Assist Control, Crawl Control, Multi-Terrain Monitor and Active Height Control.
Specially selected Toyo Open Country all-terrain tyres with taller sidewalls fitted with unique 18-inch Overtrail alloy wheels further improve grip.
The Lexus LX Overtrail is easily distinguished through its unique exterior design incorporating black headlights, front and rear bumpers, wheel arches, side mirrors, door handles, window mouldings and roof rails. In short – it’s the real deal, and its road presence tells you so.
Customers can choose from a duo of twin turbo charged intercooled V6 power trains – a 227kW diesel and a 305kW petrol. Both have stratospheric torque figures – 700Nm for the diesel and 650Nm for the petrol.
At Sydney City Lexus we have a cadre of customers who are prepared to take our marvellous, luxurious flagship SUV into the world’s worst terrain or use it tow their boat or float.
The LX Overtrail is made for them.
CERTIFIED PRE-OWNED PROVIDES SPECTACULAR ALTERNATIVE
We’re pleased to confirm Sydney City Lexus has restored its ratio of new and certified pre-owned vehicles to a level not seen since the supply interruptions of Covid.
The two together are a powerful force.
It’s not only first-time owners who access our certified pre-owned program. Many of our new vehicle customers dip into the pre-owned program from time to time for specific purchases.
People within the motor industry talk up our Lexus Certified Pre-Owned program as the best in the business, and they’re right.
Its successful because of the pride our customers show in their cars from new.
Our customers tend to turn over their Lexus at regular intervals. We have one of the highest repeat order ratios of all brands. Seldom do we receive a Lexus back at Sydney City in less than pristine condition.
Yet we’re mindful of the requirement to ensure the car’s next owner is totally satisfied.
That’s why our certified pre-owned program requires a rigorous 120-point condition check. Any vehicle entering the program needs to be less than eight years old and have covered less than 120,000 kms and must have an impeccable service record.
We’re fully transparent.
We show intending owners a full-service history of their purchase, a list of any damage it may have incurred, and we provide a full financial liability check.
Owners in the certified pre-owned program enjoy the benefits of our leading Encore program for their first year of ownership.
That alone is a reason to come on board.
A MAN WHO APPRECIATES QUALITY
Michael Pallier bought his first Lexus because Rolls-Royce used our starter motors.
Michael is the principal of Sotheby’s Realty. He is a superbly successful salesman. In the last month he has personally sold 14 eastern suburbs homes worth a combined $318million.
Michael began his career as a Rolls-Royce apprentice mechanic, travelling by train each day from his parent’s home in Wollongong to the NSW distributor York Motors in William Street. He was always a high achiever.
He became NSW Apprentice of the Year and used the grant from the NSW government to travel to the UK and work for a year in the Rolls-Royce factory.
“It was there that I discovered the best engineered cars in the world used Japanese made starter motors and electrics – the same as in Lexus,” he said. “That’s always stuck with me. Quality is paramount.”
Michael and Sydney City Lexus principal John Roca share a common philosophy: in sales, relationships are Number One.
He advanced from the workshop to the showroom floor, sold his first Rolls-Royce on his first day in a suit, and advanced to becoming one of the most successful salespersons in Sydney’s luxury sector.
“One of my car clients suggested I could sell top-end homes to the same people to whom I was selling cars,”
Michael said. He quickly became one of the Eastern Suburbs’ most prolific and respected realtors. Thirteen years ago, in New York he negotiated the exclusive agency for Sotheby’s Realty. The licence is for fifty years.
In 2002 Michael bought his first Lexus, an LS430 from Sydney City Lexus. He has subsequently owned another nine, four of which he still holds. “Their attention to detail is unsurpassed,” he said.
His Lexus collection shares his garage with three interlopers – a Porsche Boxster he bought his wife eight years ago, a Toyota Crown privately imported from Japan and a Rolls-Royce Ghost.
Understandably, the Rolls-Royce does very little work. It’s a sentimental purchase.
WE CELEBRATE INTERNATIONAL WOMEN’S DAY
At Sydney City Lexus we’re proud of our commitment to a diversity policy which celebrates the rich mixture of cultures which make up our team.
The annual International Women’s Day gives us an opportunity to recognise our achievements as a small microcosm of Sydney society.
For us it’s a lot more than a date on the calendar.
It’s a chance for us to recognise and celebrate the accomplishments of women in our industry and in our community.
We celebrated at morning tea, sharing cupcakes, and recognising each other’s achievements. There was a strong sense of appreciation and energy throughout the day. How times have changed.
Our HR administrator Ashley Marcelo, with us while our HR manager Olivia Irwin is enjoying maternity
leave, provided some pretty startling numbers.
Between 1992 and 2012 our Sydney City group employed just three women. In the decade 2013 to 2023 we employed 34 women and in the last year we’ve employed a further 24.
“I think it’s a pretty impressive jump,” Ashley said. “To go from three in the first ten years to ten times that in the next ten, and now almost that number again in just a year and a bit.” Ashley should know. She’s one of our high achievers – on secondment to us while she’s completing her Master of Business Analytics at UTS.
At Sydney City, we’re committed to diversity, inclusion and supporting women. It’s part of our culture.
Australia has been among the change leaders.
Our country first adopted International Women’s Day in 1928 and marked it with a rally in Sydney’s Domain.
GETTING THE MOST FROM YOUR LBX MORIZO
Everyone is excited about the arrival of our Lexus LBX Morizo, the pocket rocket we’re calling our mini-LFA.
Lexus has once again pushed the boundaries of luxury and performance with this exhilarating vehicle designed in the spirit of our parent company’s chairman Akio Toyoda. Toyoda-san IS Morizo – the pseudonym he chose to go racing while he guided a new direction in our love for motor cars.
This special edition takes the already sophisticated LBX to new heights.
Its enhanced chassis rigidity, sharper handling, driverfocussed ergonomics and more than 200kw of power is built for guests who crave precision and excitement on every drive.
The LBX shines on the road, but its true potential comes alive on the track. That’s where you can explore its maximum capacity. Track days have become an important part of the life of true enthusiasts.
They’re a compelling place to take your LBX Morizo.
Sydney is ringed by racetracks. More precisely they are closed roads where you can explore the performance of your LBX and hone your driving skills at the same time.
South of the city, two are track day meccas.
Pheasant Wood, at 8 Prairie Road, Marulan (02-4841 1422) provides a 1.6km, nine corner layout and a range of track hire options for beginners through experts. It’s just over 120kms from the CBD and you can get there directly down the M31.
The 2.35km One Raceway (formerly Wakefield Park) is further south at 4770 Braidwood Road, Tirranaville, 10km beyond Goulburn (0485 952 491).
West of Sydney there’s the choice of Luddenham Raceway (823-849 Luddenham Road, 02 9834 2366) and Sydney Motorsport Park (Ferrers Road, Eastern Creek, 02 9672 1000).
Luddenham is 1.4km and it caters for track days in performance cars like our LBX.
SMSP is a full-blown grand prix layout, but it has lowtraction training areas and a range of advanced driver training courses that are a bit like pro-lessons at your golf club. You can’t help but improve your skills.
Both Luddenham and SMSP have kart tracks attached – ideal for challenging your kids and improving their ability as well.
Coming soon, north of Sydney, is an amazing new residential venue called BlackRock Motor Resort.
The 5.4km track and adjoining electric-kart track is the centrepiece of an exclusive enclave of homes available for sale to true enthusiasts (www. blackrockresort.com.au).
And if you’re looking for something totally exclusive google The Farm, a private track built by the late Dean Wills, who built the 22-turn facility simply to enjoy his own collection of prestige performance cars.
Dean granted us access on occasions, but it’s a secret squirrel location known to just a few, and accessible to even fewer.
MYTH BUSTING WITH CON
We’ve always admired the ingenuity and curiosity showcased on the Discovery Channel’s MythBusters, where a team of adventurous scientists tackles widely held beliefs to see if they truly hold up.
From investigating the existence of ghosts to assessing the effects of an aircraft’s jet stream. They’ve even tested whether a person of average strength can tear a telephone book in half—back when telephone books were a thing!
At Sydney City Lexus, we encounter our own share of myths every day related to the car service process.
To address these, we’ve appointed our General Manager of Service, Con Hatzivasiliou, as our resident “myth buster.”
While we can't officially borrow the iconic name from the TV show, Con is dedicated to unravelling the misconceptions that surround car servicing.
Trust us to bring clarity to your car care experience.
MEET OUR MASCOT
Born from a charity auction for the Sydney Children’s Hospital, Wilbury the bear has become a symbol of generosity.
Our dealer principal John Roca bid $1000 for the oversized stuffed bear, and we’ve now transformed it into a travelling ambassador for noble causes.
Wilbury will be embarking on weekly adventures, adopted by kind-hearted individuals who donate $500 or more to the Sydney Children’s Hospital in exchange.
We’ll track his journey online and share it on social media, inspiring communities to join his mission.
By December 2025, Wilbury will return to Sydney City Lexus and will present the funds raised to the Sydney Children’s Hospital Foundation.
And why Wilbury?
‘Traveling Wilbury’ is a whimsical name coined in 1988 by Beatle George Harrison for a US-UK pop group comprising some of the world’s best artists so they could record together in relative anonymity. We remain mad keen fans.
So, we’ve christened ‘Wilbury’ in their honour. Wilbury celebrates the power of creativity, community and kindness.
To discover how you can be involved please contact marketing@sydneycitylexus.com.au and to donate to the cause please click here
Watch Wilbury as he sets out on his adventure…
LUKE MANGAN’S AUTUMN RECIPE
SMOKED SALMON, CRÈME FRAICHE, MELBA TOAST
SERVES 4
Ingredients
400gr Smoked salmon, blood removes (good quality)
1 punnet Celery cress
Melba toast
Duck egg dressing
Crème fraiche in a bowl on the side
For the Melba Toast
8 slices loaf Tip Top white bread
Extra virgin olive oil
Sea salt
For the Mango Salsa
2 Hard boiled duck egg chopped
15g Chopped capers
15g Chopped cornichons
10g Chopped tarragon
10g Chopped flat leaf parsley
15g Diced shallots
25mls lemon juice
100mls extra virgin olive oil
Method
For the Melba Toast
1. Pre heat the oven on 150 degrees.
2. Toast bread, cut off sides.
3. Slice through the centre and cut on an angle.
4. Drizzle with extra virgin olive oil and season.
5. Toast in the oven without colouring to dry out.
For the Egg Dressing
Mix all the ingredients together.
