Well what can we say but "Unbelievable" is the word that best captures the experience and professionalism that we encountered to-day in taking delivery of our new Lexus IS350 FSport.
We were thoroughly "blown away" by the attention and detail that lavished upon us . You and your staff did make us fill like "Lexus Family".
All we can say is Thank you Bernard & Nicole.
Bernard in particular, you have left a us with an buying experience that we will never forget , one that is unrivalled and to be commended.
The vehicle is fantastic but the "cream on the cake" is the "outstanding service and attention from yourself and Lexus of Brighton.
We will absolutely have no hesitation recommending yourself & dealership and look forward to our next purchase.
Your Friends Always
Gianni & Terri Daminato.
I have been the very proud owner of a variety of wonderful LEXUS motor vehicles over almost twenty years. During that time, I have had the fantastic pleasure of dealing with a great many of the staff at Lexus Brighton, and specifically (for the purchase of the majority of those vehicles) with Bernard Beluite. I say with some pride that I regard Bernard more as a “working friend”, than a car salesman – he is a very generous man with his customers, and always willing to go the extra mile to assist in any way possible. Each and every one of the staff at Lexus Brighton has the utmost respect for the customer – from Service to Sales, PD to Finance – everyone is such a credit to the management team at this Dealership. But, Bernard is just so special – he cannot do enough to make his customers feel important and wanted – he devotes his day to promoting his passion – LEXUS motor vehicles.
My most recent purchase is a LEXUS IS300 Hybrid (IS300H) – and this is the car that I am so much in love with – the IS300H has all the sophistication of a LEXUS, and it is so much fun to drive. As with so many of my other purchases from Lexus Brighton, Bernard was THE MAN that convinced me of the merits of this car, and showed me how desirable it is to own.
I will say without any shadow of doubt that despite Bernard’s best efforts, he could not have sold me on the car any better than the car sells itself - it is a “new generation” vehicle for Lexus, and being a hybrid is totally silent in “electric mode” and a real miser on fuel economy. Doing real world urban driving across town (Home to work in the Outer Eastern suburbs – about a 40 km commute), I regularly achieve much better than 6 L / 100 km (PULP), and I’m not sparing the horses!
My car has all the great safety gear for which LEXUS is renowned, and also some fancy stuff like blind spot monitoring and lane departure warning (available as an Option Pack – well worth the investment in your own safety, and the safety of other road users) - typically additions found only in “top end” luxury European marques. Everything is controlled from “steering wheel”-mounted buttons that are both easily accessible, and intuitive and simple. The really great thing about the additional safety features available as an Option pack is that they are “bundled” with an upgraded Mark Levinson stereo – 15 speakers (Music Utopia!), better than my Home Theatre system – I never need to leave the car! All LEXUS vehicles come with a Digital Radio (DAB) as STANDARD and the IS-series is no exception – try getting that on any other vehicle (as standard fit; probably not even an option in most cars in Australia) and you will see why the IS offers such fantastic value for money. The car also has an in-dash satnav unit, with multifunction display capability in the instrument console – I haven’t had a chance to check it all out yet, because I’m enjoying driving the car so much that the comprehensive Owner’s Manual is taking a very distant second place at this time – but I will have to eventually (I guess?). Only problem I envisage is that I cannot ever see me NOT enjoying driving this car and I don’t know when I’ll be able to read the Manual to learn more about its many great features. Oh well, back to more button pushing, and menu scrolling…! Exploring all that the IS has to offer is more fun than a trip to Disneyland!
The IS series is also the first LEXUS series sold in Australia to include Lexus Enform as part of the package – I don’t begin to understand what this is, other than to say it is like your personal concierge in a car – how cool is it that you can ring someone 24/7 from your new LEXUS and gain assistance for so many things from anywhere in Australia – questions like “where’s my nearest petrol station” (although the satnav can tell you that!) or “help me find a Chinese restaurant in Adelaide” and stuff like that – if you want to know more, just type LEXUS ENFORM into any www search engine and ENJOY!
I cannot say enough about how pleased I am to be enjoying this car – my fifth Lexus, each of which my wife and I have purchased through Lexus Brighton. We were lucky enough to have our initial dealings with Bernard more than a decade ago (my wife’s purchase of a beautiful black early model ES300, which we still remember with great fondness – it’s just fantastic that this series will be re-introduced to Australia sometime soon – book your test drive with Bernard now – you WON’T BE DISAPPOINTED). Both my wife and I consider Bernard B. to be a true gentleman of the “old” school – sophisticated, amicable and so passionately knowledgeable about his product. He embodies and enthusiastically “lives” the Lexus “tag” – The Relentless Pursuit of Perfection.
Feel free to call me any time to personally discuss your prospective purchase of a Lexus – but be prepared for an enthusiastic and passionate customer who cannot stop talking about these great value cars (you won’t be disappointed), and the fabulous staff at Lexus Brighton – especially, my colleague “in kind” – Bernard B.
To Payam and Daniel – Congratulations on developing ALL of your teams to such an outstanding appreciation of the Customer and providing SUPERIOR (may I say, unequalled?) service. I have only ever personally experienced this in one other organisation and that is APPLE – widely regarded by many as the world benchmark for Customer Satisfaction studies. LEXUS embodies the concept of “the Voice of the Customer” and your Dealership embodies LEXUS – I cannot say any more without sounding like I’m “gushing” – but, THANK YOU! THANK YOU, so much.
Thanks to Lexus Australia for having the foresight to bring the truly wonderful IS-series to Australia; Thanks to Lexus Brighton for taking the time to keep in contact with your ever-expanding customer base (clearly demonstrated by the huge success of the IS-series LAUNCH PARTY held in July 2013 - check it out at the Lexus Brighton homepage on Facebook) and helping us stay informed of future opportunities to enjoy this great brand again and again…and especially thanks to Bernard – just for being Bernard – merci beaucoup.
Need I say more…
Yours in Lexus Ownership – Enjoy your time, whatever Lexus you choose!
Thank you so much for your help yesterday in ‘making it happen’ with my purchase of the new Lexus.
I have had my current IS 200 for only 2 years. Back in 2000 I bought a demo model of the same car and had a ball driving it for 6 years. I loved the whole Lexus experience. It made me feel ‘special’.
However, as I needed a car with more room with the kids growing up I traded it on a boring but functional Honda Accord which I kept for 6 years. All along I missed my Lexus so much. Eventually I could stand it no longer and although I really wanted a new IS 250 I could not afford to get one then. So I did the next best thing and swapped my Honda for an ‘old’ IS 200. Not what I really wanted, but at least I was back in a Lexus.
The time to change cars has now come and I decided I wanted a hatch this time around. The CT 200h was my instant first choice, not even having been inside one or driven one, because I wanted a Lexus. However, when I first came in last Saturday I left disappointed, because it seemed not the right ‘fit’ for various reasons. Hayley was very helpful in explaining all the features etc but something didn’t feel quite right with the interior set-up. After driving 6 cars over the weekend and comparing various features and prices I did come back for a second look though on Tuesday and again on Wednesday. Hayley was extremely accommodating in showing me several models and features, giving me a couple of cars to drive, explaining how things worked and offering alternative options/features. Nothing was too much trouble with her and largely due to her patience, supply of information and prompt courteous attention I made the decision to purchase the Lexus. A quality brand I am very excited to be reunited with. I don’t expect to drive anything else again.
Hayley has provided me with outstanding customer service overall, even with my post-contract questions, making the whole experience a very positive one. You’ve got a good one there.
First up! Thanks so much …your customer service skills are 10/10.
I previously was with BMW and never received anything from them once they sold me that car…just shows Lexus cares…great work!
Good Afternoon Ilan
Thank you for your courtesy email. It is indeed a pleasure to drive anywhere these days; just love the car! I am really pleased that I came back to Lexus and the service extended to me and your colleagues at Brighton Lexus surpasses my expectations.
Hope the year has started well for you and you are achieving outstanding results at Lexus
I am most appreciative of your attention and I feel very fortunate to have bought my new car at Lexus
Courteous, obliging, efficient and available for service; truely buying Lexus has been an amazing experience!
I would like to make another time to meet with Ryan as there are a few features I have not managed to conquer! And, enquire if say this Thursday at 4.00pm Ryan would be available
I will phone tomorrow morning to follow up
Again, thank you for your courtesy email; much appreciated
My parents would like me to tell you that they are extremely happy about your service, especially your humble, patient and positive attitude.
Whatever we asked you, you never said no, you just tried more than your best to check, find out and make it happened.
We appreciate everything you have done for us, especially helping us to secure the number plate we love (just too lucky!!) and answering all our picky questions.
You have just gained an extremely happy customer (see the photo attached) and we will definitely bring more customers to visit you in the near future.
Thanks again for everything,
To Chris T,
I just wanted to praise Scarlett for the efficiency and professionalism she displayed recently on the servicing of my LS600.
Scarlett was always polite and enthusiastic and kept me well informed, nothing was too much trouble for her during the process, she seems a great attribute to your business and I'll certainly look forward to dealing with her in the future.
I'd like to pass on my personal thanks to the Lexus of Brighton team on their impressive level of customer service, the level of which I have not experienced at any other car dealership.
I'd like to especially recognise Amanda & Henry for their professional attitude in tailoring a Lexus model & finance package to suit my exact requirements.
We are thoroughly enjoying all the IS350 has to offer, and look forward to our next experience with Lexus Brighton.
Hope all is well with you and your team!
Thank you once again for the fantastic service to our car today! As usual, your team is amazing esp. the communication skills – Scarlet, Brooke, Nanco and Sara. They are all very efficient, polite and pleasant. What a pleasure to dealing with them!!
Your professional team is also one of the reasons for my husband and I to purchase this car through Lexus of Brighton!!!
Thank you again and keep up the great work!
Have a great evening!
Hi there Chris,
Just collected my car after its service and as always the service and communication were excellent, my car is bright, sparkling and driving like a dream. It's all part of why I don't go anywhere else. Can you pass on my thanks and appreciation to your team?
By the way - GREAT email address - is your birthday December 25 and are you 2000 years old??!!!
Hi there just thought I'd drop you a line to let you know how happy we are with our IS250. It has now been 8 weeks since we brought it home and we could not be happier. Our many thanks to all the staff at Lexus of Brighton as they are a delight to deal with and a special thanks to Daniel Petkovic who lets the car do all selling, there should be more like him. ( by the way great coffee I look forward to coming for more )
Cheers Bob Mackenzie
Re: Lexus of Brighton Service
I stopped in to say that I thought I was going to get a blow out and they were wonderful. They lent me a car, which was great, because I had a million things to do. They had the car for the day, and I wanted to compliment them on the quality of the service, and the way the car was returned to me. The car had been cleaned and it was beautiful. They did an amazing job, it was superb. They went beyond beyond.
We met some months ago when I visited Lexus of Brighton with my previous employer, John Roca, when you took us through your delivery process.
Since then I've moved to Melbourne and started a role with Miele. I'm currently driving an IS250 and it required a service, so I booked it in with your service team.
I wanted to write to you and let you know of the excellent service experience I had, because it really was very good. The booking process was efficient and when I arrived in the dark, wet and cold morning yesterday, I was greeted by Scarlet who was charming and made me feel very welcome. The service was professionally explained and the loan car hand over completed in full. There was a change to the planned service and I was kept informed throughout the day - which I greatly apprecaited. On returning in the afternoon I was greeted by Claire (I think it was Claire), she knew who I was without having to ask and talked me through the work that had been done before getting me on my way in a matter of minutes. Great experience, great people.
Please thank the team on my behalf, it's so good to see after sales service done so well.
Thank you very much for the lovely opportunity for my son Jake and I to attend the Australia - Wales Rugby Match at Etihad a few weeks ago!
We had a great time and really appreciate all your efforts in that regard as well as helping us organise the Annie tickets that my parents attended back in May.
It is great to see that people like yourself, Georgia, at Lexus go above and beyond to make sure we get the best experience!
Best wishes and with great appreciation!
Dear Mr Mckenzie,
I would like to convey to you my thanks for the impeccable after sales service I have received from your sales staff member, Mr Bernard Beluite. He has given me unmatchable service, and is always on hand to help whenever I have had problems with my car. After owning a Mercedes and BMW and having to del with their staff, I have to say that the after sales service from Mr Beluite is refreshing and very helpful. I run my own business and am time poor. Mr Beluite understands this and has done all he can to make my Lexus experience an excellent one. Apart from the fact that I love my car, the service I have received has me converted, and I will now stay a loyal Lexus of Brighton customer. I sent my friend, Mrs Sandra Brand, to Mr Beluite to buy a new car, and her experience is the same. She had bought a Lexus from the Lexus dealership in the City, but decided to buy her new car from Brighton because of Mr Beluite's excellent service. I want you to know he is truly an asset to your dealership. Thank you again, I am one very happy Lexus customer. Warmest Regards,
Hello Mary – hope you’re having a good year so far!
As a by-the-way, we have now completed several surveys, both Lexus and an independent all-makes one, re our purchase experience. To all of those we have expressed our great satisfaction with Lexus of Brighton and the car itself. Robert also phoned me twice to check on progress. Great to see the after-sales care provided, which confirms our earlier experience with Lexus (had an IS300 for several years). Please pass on our best wishes to Robert and to the Sales Manager (sorry, his name escapes me for the moment).
Thanks for your message the other day. I’m having a lovely time driving my new car and really enjoying it. It’s so comfortable and easy to drive which is great. And I feel very safe knowing it has all the same safety features as my previous car! Can you please pass on the following message regarding our accident to the relevant staff at Lexus:
My partner and I were involved in a high speed collision in January. A car that was racing on the Monash Freeway doing an estimated 140-150km/hour ran into the back of us, spun us around and were hit a total of 3 times in the left rear corner, left back door and left front end while we were spinning around in the dark hearing screeching brakes all around us. My car was a 2007 GS300 Sport Luxury. We were able to walk away from the accident because we were in such a safe car. Police and CFA staff who attended the accident were amazed at how well the car stood up and told us it would have been a very different story had we not been in that car. My partner hit the left side of his head on the passenger door when we were first hit. Because we had curtain side airbags and they went off so quickly he didn’t sustain a nasty head injury thanks to the airbags. I am so very grateful to have been in that car.
So please pass on our thanks to everyone at Lexus for looking after us.
Thank you for the follow-up. It's a smashing car, absolutely smashing. No complaints, but then you knew that already. Most importantly, Siew and my daughter *really* like the car, so happy people all round. You can count on referrals from personal experience. I've no doubt you'll be seeing me/us in the future.
I wanted to take the opportunity to thank you for the exceptional service you provided recently during the purchase of our IS250.
From the moment we stepped into Lexus of Brighton we were given a warm welcome, big smiles and a first class buying experience. I appreciated the time you took to showcase the vehicle and your patience with all our questions. Nothing was too much trouble, never is with Lexus.
My kids are still raving about the hot chocolates, and the fact that one of the team spent time with them which made them feel very important.
Please also pass on my appreciation to Lyn, Mary and Ruby, very helpful and couldn’t do any more to assist.
You definitely have the formula right at Lexus of Brighton, thank you.
Exceptional service, wonderful follow-up and reliable cars!! The staff listen and respond and have thorough knowledge of their vehicles - communication is key - a most valuable asset! Thank you, Lexus Legends!
RE Tip Top Service
I was using your "Car Wash Booking" and had a couple of issues re minor damages to my paintwork.
Scarlett and Sara were TERRIFIC going out of their way to solve my issues which were NOT Lexus faults. Not only did they get your Service guys to repair the annoying scratches, but they did it quickly, on the spot, at no cost, and I had to ask where the damage was, as it was such a perfect result. (better than my long standing Panel Beater could do!!)
Also special mention to Jared for always solving my queries.
My sincere ecstatic compliments were passed on at the time to the ladies and to Chris your Service Manager who leads a wonderful caring team.
The service score is now 11/10.
Kindest regards from a now extremely happy Customer.
I'd sincerely like to thank you very much for your total and absolute professionalism,personal,caring and welcoming approach,and attention to every finite detail in the purchase and delivery of my new Lexus IS250C.
I have no hesitation in unconditionally and highly recommending you,your dealership,your motor vehicles and the "Lexus of Brighton experience" - ranking the above,No.1 by a long way in my 39 1/2 years of motoring and buying motor vehicles !
I'm happy to be an ambassador,and for you to use this testimonial,in any capacity you feel I may be of benefit to you,your company and your products in the future.
Thank you sincerely once again !
ps please pass on my sincere thanks too,to all who've helped me magnificently in this process - Mary,Ruby, Bernard,Trent,Paul,
Angela (love her hot chochies !) and Joanna.
Good morning Chris,
I am delighted to write to thank you, and your team, at Lexus of Brighton for the outstanding work they did yesterday in servicing my car.
This was the first service to the car, and in fact, the first service I had completed at Lexus of Brighton. I might say that given this experience, it will not be the last. From the moment your two representatives visited to pick up the car, my wife and I could tell it was going to work out very well indeed. We were not disappointed.
Your “pickup and deliver" service is very useful indeed and I am grateful you offer this service.
We were also delighted when the car was returned and presented in such immaculate condition. We are both therefore very impressed and encouraged by your remarkable service, which is something that I have come to expect from Lexus of Brighton. During my working life, I have had many cars and had them serviced at appropriate dealerships. However, none of those dealerships comes anywhere close to the exacting standards and presentation that you set out. Your standards are quite amazing.
I cannot remember an exercise going as smoothly as this one did. It was, therefore, a very pleasurable experience for us.
We will be grateful if you pass on to your team our thanks and congratulations on a job exceptionally well done. I am proud to say that you outshone our expectations in every way.
With best regards,
Just a short note to let you know that the standard of customer service provided by your service advisor Scarlett Wilson is outstanding and refreshing.
Scarlett is always efficient and her communication throughout the day is excellent. Scarlett is an outstanding representative for your business and has ensured my visits to Lexus of Brighton are stress free and ensure my continued business.
Please pass on my thoughts to Scarlett.
A big thank you goes out to you and the team at Lexus of Brighton for inviting Joe Kuriel and I along for the guest rider day on Saturday.
It was a thoroughly enjoyable, challenging and rewarding day and it was great to play a very small role in Team TDC’s fight against Cancer.
Tour de Cure does an amazing job and Lexus of Brighton should be very proud to have an association with them.
Please pass on my thanks to Dan and Graeme for having us along as it was a great experience.
I trust you are well and looking forward to a bit of a break over the festive season.
I feel compelled to write to you and congratulate you on the wonderful service I continue to receive from Lexus of Brighton. On Saturday I stopped by the dealership as I had jammed my console box (my fault entirely) and my mobile was stuck inside it. On arrival, I was greeted most warmly by Bernard Beluite, who proceeded not only to fix my console box (in about ten seconds), but also spent the next twenty minutes or so tweaking settings and providing a myriad of hints and tips to make driving my Lexus even more pleasurable.
He really went above and beyond my expectations – another fine example of the exceptional customer service and attention to detail offered by the staff at Lexus of Brighton.
With very best wishes for Christmas and the New year.
Hi Marsha – I just wanted to pop a note down the email in relation to Wednesday this week.
My daughter and I were privileged to get premium front row seats via Lexus for Wednesday’s performance of Mary Poppins.
Not only did we have a lovely time pre-show and met some delightful people, my daughter (16 year old) is a muso & studying music for her VCE – so for her to be able to look into the orchestra pit was just a bonus – she was talking to the musicians before & after the show.
We had just a great nite – so thanks again to Lexus for organizing such a wonderful event.
Just wanted to say a big thank you to you and the rest of the Lexus team for a great night at Mary Poppins last week! I am so happy with the level of service that I have received from Lexus ever since purchasing my car 2 months ago - it has certainly surpassed any expectations!
Attached is a picture I took with both Scarlett and Carly (I hope I got their names correct!)
Thanks once again and look forward to more events with Lexus!
Good morning Marsha
Just wanted to let you know we had a lovely time at Mary Poppins.
Thanks again for organising a great night
Great Evening at Miss Mary Pop-Pop-Poppins and thoroughly enjoyed thanks Marsha. Also pre and mid-term hospitality was of the highest order, with Carly, Scarlet and the catering staff performing as we're accustomed to at Lexus functions.
In all a super ripper evening and look forward to our next Lexus invitation somewhere !
Phil & Fran Marks
Hello Marsha and Staff at Lexus of Brighton,
My friend and I attended Mary Poppins last evening and would like to say thank you to you and your team for arranging what turned out to be a fabulous evening for us in every way. The show was spectacular and the service, refreshments, food, sweet package etc etc made the evening so much nicer. We met a couple of other Lexus ladies and shared the entire evening with them including accepting their offer of a ride home in their gorgeous new Lexus. (Made me think about upgrading!!)
Your planning and organizing is much appreciated and we look forward to future Lexus events.
Just a short note to let you know how much my guest and I enjoyed The Girls Day Out and golf at Southern last Monday.
Many thanks for the chance to once again enjoy a Lexus of Brighton golf day.
Thanks and regards
Just wanted to say a huge thank you for the invitation to the recent Italian Affair night. It was a wonderful night with great food, amazing venue and quality company. Once again Lexus of Brighton have outdone themselves
I recently purchased a is250 from your dealership . I was referred by a work mate and I have to say I truly believe that I will never buy a car anywhere else again. Diannah and Mary were simply an absolute pleasure to deal with and should be commended on their commitment to your brand. I am now a Lexus convert and will never drive another car again . I have already started to refer customers to your dealership .
Thankyou again to Diannah and Mary .
On behalf of my wife & myself (Cecilia & Mark McHale) please accept this email as a small but extremely heart felt appreciation for your absolute professionalism for the listed reasons below.
From the very first phone call to Brighton Lexus regarding my interest in a demo model IS 250 to the final day of picking up a new family member (a brand new IS 250) has been an absolute pleasure. We have never been treated in such a comforting and polite manner regarding purchasing a vehicle (we have had 2 new BMW experiences previously) and we are pleased to announce to the world we will never deal with BMW again!!!!
Your knowledge of the vehicles is outstanding (explanation on different configurations and specifications of the vehicles etc ) is magnificent and comprehensive. Your no push sales approach/ lack of intimidation should be used as a template for “setting the standard” in sales communication.
For the first time in my life, this is the time I want to change from Holden which is a total reflection of two things; one is yourself and two is the vehicle. In closing we have had no hesitation in recommending yourself and Brighton Lexus to 3 of our friends already and will continue to spread the word that meeting/dealing with yourself and Brighton Lexus is “Living the Dream”.
Cecilia & Mark McHale
Dear Sarah, Nicole and Diannah,
Firstly, I would like to thank each of you specifically and the rest of the staff at LEXUS of BRIGHTON for the time we shared on Monday last when my wife and I came to pick-up our new LEXUS IS300h. I just love the car, and love the LEXUS brand – (almost) everything about this deal reinforces my desire to be a long-term customer of Lexus of Brighton – even to the extent that when things went “pear shaped” during the LEXUS OWNERSHIP SOLUTIONS (LOS) finance discussions, every effort was made to bring the process back on track and ensure all parties were accommodated as best as possible.
In particular, Sarah deserves special thanks for being so patient and working through each of the issues that arose due to the “misunderstanding” over the LEXUS OWNERSHIP SOLUTIONS finance package. Her professionalism and willingness to listen to what we (as the customers) said, bears out the Lexus brand philosophy of “Pursuit of Perfection” – she deserves much credit for her efforts, and I need to personally thank her for her understanding and support, to ensure this deal was secured for Lexus of Brighton. I venture to say, that without her patient listening and “working through the issues” approach, the deal may have failed and we would all have been the poorer for it…so THANK YOU Sarah. I would also add that NONE of the problems we encountered on the day were Sarah’s doing – she simply picked up the “messy” pieces and “fixed it” – congratulations on an outstanding effort.
I would also like to pay particular tribute to the Customer Delivery staff – Nicole and Fiona – they were outstanding in their willingness to assist us in learning about this exciting new car, and made every effort to make us feel comfortable (indeed, BE COMFORTABLE) before we drove away from the Dealership. (Nicole - I cannot recall Fiona’s surname – my deepest apologies – would you please forward a copy of this e-mail to Fiona to personally reiterate my thanks – thank you). P.S. for Nicole – will the photos of our “delivery experience” be posted to the LoB FACEBOOK homepage (or did we “break the camera lens”?) – we are keen to tell our friends about it…
To Diannah - what can I say – your offer to “compensate” us for the “less than good (I do not want to say “bad”) taste” of the LOS financing “problems” by supplying a WINDOW TINT package free of charge is much appreciated and will be gratefully accepted. Your willingness to “think outside the square” and honour the brand tradition of integrity and customer focus is without peer. You, like all other parties to this deal from Lexus of Brighton deserve a HUGE thanks for helping to make both my wife (Mallory) and me feel comfortable with the ultimate decision – this purchase ENSURES we want to keep doing business with this Dealership for many more years. I will (under separate e-mail to you and Nicole) confirm the arrangements for the installation of the INFANT SEAT and WINDOW TINT, per Monday’s discussions. Thank you so much for reinforcing to us one of the many reasons we love this brand – customers are the only thing that matters and repeat customers matter as much as they did the first time they visited the Dealership.
Finally, I would also like to thank Bernard in absentia. He was the architect of this deal, and continues to baffle me with his selling skills and outstanding customer focus. When I attended the IS launch at the Dealership a few weeks ago, my wife was too tired to come along (following our “lightning visit” to Sydney to attend my mum’s funeral) – so I was “alone” for the evening. When I called her about 9.30 that evening to tell her that I had found my “dream car” (now the car of my dreams that I own…an IS300h) and had been in “preliminary discussions” with mon ami, Bernard B, she knew her “fate” was sealed – we would (jointly) become LEXUS owners again – an outcome we achieved with renewed happiness on Monday August 5. It was all a matter of “timing” and in this instance, the timing was all Bernard’s – and merci beaucoup from my heart…I hope to catch-up with you on your return from Bali and enjoy a quiet drink (café, of course) and a croissant…
Payam - all of your staff deserve a special thanks; I know it is their job, but each of them performs their duties and customer responsibilities so well and with a minimum of fuss and a maximum of customer focus. They make the entire Lexus experience so rewarding for us as customers. Please reinforce my personal thanks to each and every one of the team – if I have missed anyone, I apologise, but my thanks go to all of you for your outstanding efforts.
This is our fifth LEXUS purchased from Lexus of Brighton – some (like this one) NEW, some USED and even a Demonstrator... I am confident it will not be our last.
Thank you from both Mallory and myself for introducing us to the wonderful Lexus brand, and ensuring we come back again, and again, and again.
I am writing to thank you for selling us the most fantastic car we’ve ever had!
It was such a pleasure doing business with you. You are a truly professional and charming sales person, and you presented the car beautifully – how could we say no?! This is the first time I have ever bought a 2nd car of the same make from the same dealer, which is a credit to you, and of course to the gorgeous black on black RX350, which has my name on it!
At all times you were courteous, friendly, professional and your knowledge of the car is outstanding. The after sales service we have received from you has been so impressive, and will ensure we keep coming back. If I were asked to give you a score out of 10, it would be 10 without a doubt.
Please forward this email to your boss and to the dealership General Manager, as they should know what a gem they have on their hands.
I would not hesitate to recommend Lexus of Brighton, and in particular yourself, to anybody looking at a Lexus.
I just wanted to thank you and your team for the great service I received yesterday. From the lovely man who came to collect my car and for the condition it was returned in I can't thank you enough!
I bought a pre-owned Lexus ES300 at Lexus of Brighton recently, and took delivery of the car on Friday 4th June 2010.
Charlie Saracenco was the sales person who handled this sale.
This note is to inform you that Charlie provided exemplory service to me throuhout the process, starting from the initial inquiry right through to the delivery, and post delivery. I felt that he worked enthusiastically and professionally to coodinate all the activities to get the car ready, keeping me informed constantly. I was especially impressed by the fact that I was accorded a very high level of service even though my purchase was small in comparison to the much bigger sales that you handle.
Charlie is a credit to your organisation.
Based on this experience I would not hestitate to do further business with Lexus of Brighton, and would gladly recommend others to you.
Thank you Charlie !
Thank you for the level of service you provided. I had a colleague with me the other day when your aftersales people rang to check everything went ok, and he couldn’t believe the level of care Lexus gave to their customers! You make having a car serviced very easy.
I want to highlight and share my enjoyable experience in buying a Lexus RX 350 from you last month. I found the sales experience to be very professional and friendly. I had already decided on buying a Lexus but talking to you re-enforced my belief (the informal advice that you gave me also helped). The sales cycle was painless and the price negotiation was quick and fair. The service in terms of the paperwork was quite prompt. The attention to small details was outstanding (flowers and the bottle of wine at the time of purchase was a surprise).
I am now glad that I made the right choice because the Lexus I am driving is very enjoyable. From my perspective, the sales service that I got from you was world class and it complements the quality of the car.
Just a short note to once again thank you for your as usual professional service with regards to us buying our second Lexus through you and Lexus of Brighton. Being in an industry myself that also requires a high level of service I compliment you on the level that each of your departments reaches.
Being in the service industry myself, I must say that from the first time I walked through the doors of your dealership about a year ago I knew that when I buy a vehicle from you it would be a good experience.
I met Louise Moore and she helped me out and kept in contact with me, listening to my needs and not being the typical stereo type pushy car sales person, but rather a highly professional sales person. When the time came I came straight back to Lexus of Brighton spoke to Louise and gave her an idea of what I wanted to achieve, and within no time a deal was done, Iam now the proud and happy owner of a beautiful Lexus IS. My purchasing experience and so far after sale follow up was amazing, you guys really do it right. Working in one of Melbourne's top Real estate Agencies and knowing how we strive to get it right and make the buying and selling experience for our vendors as stress free as possible, I relate my experience with your company as a benchmark.
Thanks again, I will always recommend Louise and your company and look forward to a long and mutually beneficial relationship.
I am writing to tell you how impressed I am with Scarlett Wilson.
I had my car serviced this week, and had requested 2 new casings for my car keys. When the keys were not ready by the end of the day, Scarlett called me and offered to drop the keys off to me herself on her way home from work the next day. She subsequently dropped the keys off and even came inside with her screwdriver to swap the parts over.
I think that this was a very considerate thing for her to do in her own time after work. This was above and beyond the call of duty. So thanks again to Scarlett for excellent customer service.
I thought I would drop a quick note to say Mark and I are thoroughly enjoying our new car. It has exceeded all our expecations!
I also wanted to say that it was a pleasure to deal with you. You were highly professional, very customer focused and really worked closely with us to ensure all our pre sale expectations were met. We will no doubt recommend you and your dealership in the future.
Laura & Mark
Just a quick email to say thank you. The service was fantastic, i'm very happy & so impressed with Brighton Lexus Services & your professionalism. Definitely will spread the word.
Just wanted to let you know how impressed I was with the service I received on my RX 350, especially from Sara Prasad. The car itself is brilliant but Sara’s extra care efforts were exemplary. I had a loan car that I couldn’t get back at the agreed time and Sara was able to make alternative arrangements that suited my schedule without any fuss or hassle for me.
Based on my experience, you are lucky to have her on the team.
Just wanted to pass on my thanks to the team who organised and participated in the recent drive day at Sandown.
I've not been part of anything like this before and had a great time.
Thanks for a wonderful evening last night.
Rachel & Tom Winter.
Thank you and Lexus of Brighton for the wonderful evening we enjoyed last night with diner and the show. Your organisational efforts are much appreciated!
My sincere thanks to yourself and all who put on the Girls Day Out at Southern Golf Club yesterday. My guest and I had a most enjoyable time.
Even though we didn't manage to win one of the many prizes we felt like winners with our lovely goodies bags, the top quality golf umbrella and all the attention...especially the massage! Added to this, a delightful lunch.
Thank you all at Lexus Brighton. You made our Friday very special.
My car was serviced yesterday with a recall on the warranty. I was very impressed with every aspect of your service. Having been associated with the motor industry for 40 years through my husband I really appreciate the high level of professionalism at your dealership.
Mary and I just came home from Grossi Florentino and Chicago and want to thank you very much for a most enjoyable evening.
Just wanted to thank you and Lexus of Brighton for the night at Grossi and Chicago both Daniella and myself enjoyed every minute of it.
Ian and I wish to express our thanks and appreciation to you and Lexus following the repair of our automatic tailgate. We have always been and continue to be very impressed with the after-service we have received from Lexus and the advisors, like yourself, in the service department. It is always a pleasant and hassle-free experience when returning to Lexus for the service of our vehicle.
Many thanks once again.
Ian & Laura Rossborough.
Just to let you know that your after sales service is exemplary. Last week I came in as I had a problem with the GPS. I spoke to Josh Davis who remembered my name, even though I hadn't seen him since November 2008. The problem was attended to immediately. Not only was this problem taken care of but he booked my car in for the following week to buff out out some superficial scratches. I arrived on the Monday and all was attended to plus a car wash as well. I really couldn't ask for better service. I will only be dealing with Lexus of Brighton and I will naturally recommend highly your services and the purchase of an IS250, a vehicle I am extremely happy with.
I just wanted to personally say a big thank you to you and Lexus for being a part of our fete, it was a fantastic day. Your car certainly provided a splash of colour and focus for our sustainability marquee!
Your support is greatly appreciated.
I wish you all the best of luck with your hybrids, and look forward to future innovations!
Thanks for your email. The pleasure as they say is all mine. I love that car, it isn't driving, it is an absolute driving experience. I get into it with a million things on my mind, & I get out with a huge smile on my face...
If people aren't driving a Lexus as I see it, then they are cutting themselves short. This is my fourth. Thanks again, & feel free to use this email to illustrate to prospective new clients, what they should expect should they see the wisdom in purchasing a new Lexus from you guys.
Hi Daniel, Just a quick note to cover a couple of things.
The first is to say thanks for the invite to your initial launch of the new generation RX350, we have been waiting for the new RX for what seems a long time and to be among the very first to see it last week was great.
The second thing to pass on my admiration for the truly superb way in which Josh conducted "the sales spiel" as he took our group through the car’s features. I don't think I have ever heard someone with so much enthusiasm and passion for the product range that Josh does.
I know when we bought both Sabrina’s and Genevieve’s IS250s that he was a fountain of knowledge about the cars and a mountain of help in the months since, nothing ever seems to be too much trouble for him.
I look forward to chatting with you in the next week or two as I work my way through the steps that will makes us both happy for me to drive away in a new NG RX350.. making it probably the 7th or 8th Lexus from your dealership
Just a brief note to express our appreciation of your efforts in organising the wonderful Billy Elliot weekend with all it’s traps and trimmings. My wife, Moselle, is not a golfer however she was delighted to share in the benefits of winning your prestigious tournament which by the way is a totally well organised and enjoyable day in its own right regardless of any personal triumph along the way.
In closing, let me compliment your Company on it’s continued high standards as the service from all personnel I have had contact with since purchase of my vehicle has been outstanding.
Good luck in your role and please pass on my best wishes to Suzanne and Daniel in their quest to expand the Lexus team and thank them once again for their hospitality.
Naresh, I just wanted to thank you for your terrific assistance this week with addressing the various issues with my car. You have many customers and I am sure you will not recall, but this is the second time I have been attended to by you when arranging for the service of my car. You have been very helpful and professional on both occasions from the time of booking to the time of collection, making the whole process very comfortable for me.
A strong focus on customer service seems to be a rare trait these days and it is very refreshing to deal with someone like you who is undoubtedly committed to ensuring total customer satisfaction.
I recently purchased my second Lexus from your dealership and would like to pass on my thanks for the experience your team offers.
On both occasions I have been looked after by Josh and I couldn’t fault him. I know from running my own sales staff you rarely get to hear about the positive experience of a customer so I wanted to send you this quick note and give Josh the credit he deserves.
Wanting to express how happy i have been with one of your staff members Ali.
Ali has assisted us in every way possible to ensure that we are happy with the service provided. Ali is very prompt and thorough, he is a great attribute to the company and we look forward to be dealing with him in the future.
Thank You Ali
Anthony & Jackie Ibrahim
I am the very happy and proud owner of a GS 430 purchased from Lexus of Brighton.
I am retired having been in Sales and Marketing with two American corporations therefore I am always looking for sales and service excellence which I received in abundance from the staff I had contact with at Lexus of Brighton.
Bernard was our first contact with Lexus of Brighton, a beaming smile with a warm welcome and the offer of coffee. The fact that no mentions of cars was made impressed my wife Elaine immensely. Ian responded to my initial email enquiry very quickly and set up an appointment. He took me through the features and the benefits of the vehicle and was most professional in handling any questions I asked and his product knowledge is terrific. Costa briefed us on the features of the vehicle before our test drive and also looked after us when we called in for a further test drive on Ian’s day off. The enthusiasm displayed for the product was very evident.
Jared took me through the delivery process on Saturday which covered every part of the technology of the vehicle and answered all questions, was most patient and sold the Lexus experience perfectly.
Glenys was the last contact in the process and had previously discussed insurance with me. This was completed in a most relaxed, professional and friendly manner.
Daniel you have a fantastic culture of customer service at Lexus of Brighton. The staff at all stages of the purchase are simply magnificent. My wife who is not a car person said “I believe everything that Ian told us about the vehicle and Lexus”, and we had no hesitation in making the decision. This process was most enjoyable, meeting professional, warm, knowledgeable and committed staff and ending up with an amazing vehicle.
Wishing all at Lexus of Brighton a very happy Christmas and a terrific 2009.
Thank you for helping me realise my dream.. the car is fantastic!
I loved the flowers, it was a nice gesture on behalf of you and the Lexus team, it made everything more special.
Your service was excellent and the future customer care that will be offered to me and my new car from Lexus is great and I'm glad to have purchased the car from you...
Dear Nic and Jared,
Thank you SO much for the bottle of wine and the absolutely fabulous flowers which arrived safe and well yesterday!
I also want to thank Ian and Glenys for their kind help and courteous manner and for just being so terrific in helping Darrell and myself...
It was great to receive such wonderful, happy and friendly service. You are all a credit to Lexus and if I ever get enough money or the opportunity I will be buying one also!...
Have a great day to all your lovely kind folk in Lexus Land...:)
I am writing to than you and your staff for your generous hospitality at the Lexus Golf Tournament at Southern Golf Club on Monday 22nd
My husband and I thoroughly enjoyed the day and would like extend our congratulations to all involved for the warm welcome and excellent organisation of the day.
Thank you and "your team" at Lexus for a most enjoyable golf day at the Southern Golf Club on 12th September. It was a lot of fun, with good company, entertianment and food.
All the best to you all at Lexus of Brighton.
I am taking the time to email you to express my absolute and unreserved praise for Diannah. I purchased a luxury sports RX 350 on June 17 due to Diannah's product knowledge, enthusiasm, persistence dedication and belief in the vehicle. Diannah spent countless hours with my wife, daughter and myself passing on her tremendous knowledge. Diannah's desire for me to become a Lexus owner was a deciding influence in making the purchase. This is my fourth company vehicle that I have purchased and Diannah stands above all previous new car sales people I have experienced.
You were fantastic. Thank you for doing such a professional job with my group this morning. We debriefed the morning all the way back on the bus and the feedback about your professionalism, expertise and knowledge was all commented on by the whole team. They particularly enjoyed your personal approach and the pride you have in Lexus of Brighton.
People Pursuing a Passion
Certified Speaking Professional P/L
I dropped in on Saturday on the off chance you may have been in...to get a little help with some issues on the GS460 – hence the reason for the note. Josh helped me out and I must say he was absolutely fantastic. Not only did he resolve the electronic issues for me but he offered to get the car washed as well while I waited with a nice coffee and chatted with your staff who were all, as always, welcoming and thoughtful. Please pass on my thanks once again to Josh.
Chief Financial Officer and Company Secretary
SMS Management & Technology
Last week I purchased an IS250 Sports Luxury from your dealership. I would like to commend your team on their professionalism and enthusiasm; they definitely walked the extra mile in my eyes…I thank you and your team in making my vehicle purchase an enjoyable experience, I look forward in dealing with your team in the future and I will definitely be recommending Lexus of Brighton to EVERYONE !!
P.S. Thank you for the flowers and wine, they were a beautiful touch, it completed the transaction on a very very happy note. Thank you again, it was greatly appreciated.
Dear Costa, Josh and Jarrod,
Just a note to express our appreciation of your assistance in purchasing our Lexus. At all times, you demonstrate courtesy and professionalism.
We will catch up with you all on "Service Days."
Please accept our sincere thanks.
P.S. Many thanks for the beautiful bouquet and the wine
Thanks for your wonderful service and support yesterday.
You (and your team...the mechanics, et.al.) exceeded all our expectations. We REALLY appreciated the attention to detail and care you gave us and our car.
Thanks also for the loan car - it was brilliant.
We look forward to working with you in the future and seeing you all at our 30,000Km service.
(Sally, Andrew, Nicholas and William)
Dear Florence and Nicole,
Want to take this opportunity to say a big thank you for today. The way the car was presented is something I have never experienced before. Lexus welcomes their customers like no other. Well Done!
Had a great drive. Desire was to let it rip. But had to hold back because it only had 8 kms on the clock. Drives beautifully. I think Laura wants one too. I have a smile from ear to ear. Still making those funny noises, Florence!!!!
And for your information. ; It has a fantastic high quality DVD player!!!!! Bonus!!
Just seat memory needs fixing.
Hear from you soon,