SYDNEY CITY LEXUS
INSIGHT
WELCOME: ‘BACK TO OUR FUTURE’ From John Roca, Dealer Principal On behalf of our entire team at Sydney City Lexus, welcome back to our loyal customers and guests. It was a happy day when the Covid veil lifted and we were able to greet our guests, like old friends, at our dealership. Some came because they wanted to see their new cars; others because they were concerned to keep up their service schedules, especially since they’d soon be travelling. And others came just to say hello. It’s been an incredible consequence of Covid lockdown that so many of us have simply missed the social experience. In the first week of reopening our coffee machine could hardly keep up with demand. We’ve been diligent in complying with NSW Health Regulations. Double vaccination is necessary, as is registration and social distancing. As those regulations ease or change, we’ll mirror them. In the meantime, we’ve been creative in finding ways to keep our guests satisfied. LEXUS CLICK, CALL, COLLECT. We pioneered our own version of the Covidphenomenon called click and collect. Some people found the new way of doing business, even with everyday consumer items, a bit challenging. I know I did.
With our showroom doors closed, contactless car buying was a necessity during Covid lockdowns. The questions were: how do we make it work? What would it look like? When it came to Lexus, we set out to make our version easy to understand, effortless to use, and ultimately a unique experience. We separated our protocol into three categories – Click, Call and Collect. CLICK: We used our www.sydneycitylexus.com.au portal, so our guests could explore our range. CALL: By email, SMS, phone or live chat on our website - we helped find our guest’s exact car and agreed to terms. COLLECT: Once we’d settled the transaction, we’d send the new car in our exclusive Lexus way, or alternately we arranged a dedicated area setup for contactless handovers. And once the new Lexus had been delivered, one of our experts would call for a one-on-one walk through. It worked really well, and honestly, if a guest wants to engage with us like this in the future, we’re happy to do so. But the Lexus purchase experience is such a personal one that we think face to face, in the comfort of our showroom environment, or with a sales representative on the road, is still the preferred method for everyone.