I'm writing to share the "Status quo" and the outstanding performance of Lexus of Bellevue's service reps. I had a 'lost key' issue for my LX470. I called and was told by a service rep that my only alternative was to replace the locks and ignition for a whopping $1400!! I asked him for any possible alternatives and he stated none whatsoever!! When I suggested the possibility of "re-coding" locks and remote, he said "Lexus of Bellevue" doesn't repair only R&R with new. Short and not so sweet or helpful!
Fortunately for LOB and me, I had to believe there was more to consider. I drove to the dealership and asked to speak with a long time Lexus rep with considerable experience. I was introduced to "AJ" Jensen. "AJ" should stand for "Absolute Jewel"!! While I realize I was looking for alternatives, AJ took the time to "listen" to the whole story, offered up alternatives and made it all happen right then and there. He brought back the true meaning of service dept. Not looking for the simplest or most costly solution, but making the customer feel valued and & offering alternatives for the customer. He closed our time together by asking that I share my experience with other lexus friends.
So yes, AJ did not collect $1400 but he did represent L of B in the most professional manner and with true "customer service". Of course that will reap far more income beyond the $1400 he saved me! Word of mouth is so powerful and adds so much to the income and reputation!
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