As part of the group’s Lexus of Chatswood franchise, the centre puts customers first in what has been designed as a unique luxury space for clients while technicians attend to their vehicles.
It was created by group managing director Simon McCarroll and his wife Nici and who said they were inspired by the “Intersect By Lexus” luxury brand-experience space in Tokyo.
The McCarrolls said they drew on their first-hand observation in Japan to embrace the Lexus spirit of “omotenashi” – anticipatory hospitality and service that sets a new standard for customer experience.
They said they also incorporated the Lexus “yet” philosophy to design a centre that, without conflict or compromise, delivered customers’ automotive needs yet invoked the beauty and craftsmanship inherent in the brand’s Japanese heritage.
The result is a service and repair centre that has a carefully-styled interior that creates a tranquil place where visitors can experience Lexus through design, quality materials and first-class craftsmanship.
Mr McCarroll said the new centre has been created to provide an exceptional place that anticipates the requirements of customers for work or relaxation while their vehicles are being serviced.
“We thought deeply about Lexus, the philosophy behind the brand and how we could bring that to life by offering customers a space that, very simply, is somewhere they just want to be,” he said.
Lexus Australia chief executive Scott Thompson said the new centre perfectly encapsulates the brand’s determination to provide an unparalleled ownership experience – even when customers are not driving their Lexus.
“The Lexus of Chatswood centre reinforces our commitment to anticipating customer needs and offering them a heightened sense of the Lexus ownership experience and the lifestyle it embodies,” he said.
Lexus said in a statement that the centre “portrays the Lexus respect for Japanese tradition and form while incorporating modern luxury spaces where people can rest, work or collaborate with like-minded Lexus owners”.
“Details include intricate wooden lattice that is reminiscent of the Lexus spindle grille and, along with a traditional Japanese mural and garden, imbues the space with a strong brand identity.
“An exceptional culinary and service experience reflects the essence of a luxury lifestyle brand with visitors able to enjoy a casual yet elegant cafe-style atmosphere.
“High-quality food and coffee – available from charming service staff or self-service – have been carefully selected to contribute to unique and memorable occasions. Offerings cater for multiple dietary requirements.”
To reflect the current physical-distancing and hygiene rules, revised arrangements have been developed for food and seating, such as a maximum of four people using the board table at a time.
The centre also has plush seating and convenient working places including a 12-seat board table and private areas where service staff can explain the details of each service to owners or help them with insurance claims with their own body and paint repair shop also on the premises.
The new centre has 16 work bays over two levels, with 12 for general service and four for body and paint repairs.
By Neil Dowling
Read More: Related articles
