Driving.ca took a unique turn with their review of the Lexus LS 600hL, putting Jimmy Pattison, the fourth richest man in Canada, behind the wheel:

Once the colourful self-made billionaire figured out how to operate the keyless ignition and push-button emergency brake on the 2008 Lexus LS600h L — and put his seat belt on “old school” style, with the shoulder belt behind him — he instinctively piloted the massive executive sedan for a highway off-ramp and a place to wind out the new Lexus flagship.

Within just seconds of turning onto the highway, Pattison had the hybrid luxury car sniffing 160 km/h on an empty section of the TransCanada Highway. With his well-manicured hands firmly gripping the wood and leather-trimmed wheel, he effortlessly and confidently settled into taking the Lexus through its paces.

“Boy, this is some car,” the natural-born salesman commented a number of times during the highway run, typically when he’d mat it.

“For the size of this car, it really goes.”

He was even more impressed by the groundbreaking LS600h when reminded it is a hybrid.

“Boy, that’s something.”

The idea of actually incorporating a potential customer into the review is a novel one, too bad there’s a catch — Pattison earns part of his billions by owning car dealerships, including a Lexus branch in Vancouver, BC.

According to the latest JD Power Sales Satisfaction Index Survey, when it comes to selling cars, Lexus is tops:

“Lexus improves by four rank positions from 2006, which is a gain driven primarily by increased customer delight with the dealership facility, salesperson performance and vehicle price,” said Tom Gauer, senior director of automotive retail research at J.D. Power and Associates. “For example, Lexus salespeople show particular concern for helping customers stay within their budgets, choosing the right vehicle for their needs, as well as for making the negotiation process clear and understandable.”

This marks the first time in three years Lexus has placed first in the survey, which was more an indication of the climbing quality of competitors rather than a decline on Lexus’ part. The industry on a whole hit an all time high this year, averaging 852 points.

(This video from JD Power explains the survey and its results quite well.)

The newly relocated Lexus of Bellevue is a sprawling, beautifully appointed 275,000-square-foot dealership that takes the concept of customer experience and hits it into the stratosphere. No kidding, here’s a list of some of the more over-the-top features:

• A set of artificial putting greens
• A deli (!!!)
• Gas station on site
• Standalone automated car wash

For good measure, Car Domain user BB_AE86 has put together an amazing photo tour of the facilities — Here’s just a sampling of the 58 shots taken:

Sadly, no pictures of the deli.

[Source: The Seattle Times]

The Truth About Cars has posted up a delusional article today badmouthing the buildings of Lexus dealerships in Newport and Bellevue, then making this grand-sweeping statement about all Lexus dealerships:

While Lexus’ “L-Finesse” design language is moving their cars away from cod-Mercedes shapes, the Japanese automaker’s dealership architecture remains heavily influenced by parking garages, government buildings and maximum security prisons.

I say delusional because this photo was used as proof of bland architecture:

Does this in any way resemble a parking garage? How about a government building? What about this dealership? Remind you of a maximum security prison?

The commenters take the author to task, and rightfully so — How did this even pass TTAC quality control? My only hope is that there’s some sort of punchline yet to be revealed.

Barry Brownstein, professor of economics and leadership at the University of Baltimore, has served up some criticism of Lexus Japan’s new sales techniques:

A “Lexus Face” [a peaceful Ogasawara-style closed mouth smile said to put customers at ease] put on the face of a Lexus employee will fool nobody if either the employee does not have positive regard for their customer or the employee does not have autonomy to demonstrate their regard by the service they perform.

It is out of a frame of mind that has a genuine desire to be of service that we go beyond the need for technique. A “Lexus Face” may be better than a scowl, but not much better; especially if the “face” is not accompanied by sincere regard and the autonomy to be of genuine service.

Something Brownstein disregarded is his critique is that Lexus has consistently been tops in owner customer satisfaction since releasing their first car in 1989, and it’s doubtful this was achieved by anything less than a “genuine desire to be of service”.

I will agree that appropriating old world samurai techniques in a superficial way would come across as nothing but a farce (not to mention disrespectful), but even in the original WSJ article, it seems the employees are taking it to heart:

Yuka Miyazaki, 24, a Lexus sales consultant in Tokyo, says it took time, but she eventually became so accustomed to the manners she sometimes can’t shake them when she goes out. “I was at a coffee shop with friends the other night,” says Ms. Miyazaki. “And I bowed with both hands crossed at the waitress.”

All in all, there’s nothing in Lexus’ history to suggest that this is anything but a sincere attempt to make Japanese customers enjoy their car purchase.

It’s a unique circumstance to destroy your engine after hitting a raccoon, but that’s what happened to Nathan Pitzel in his brand new IS 350:

While driving through Texas a raccoon ran right in front of my car. It was the middle of the night 100 miles outside of Amarillo @ 1:30am, at first I felt horrible about killing the raccoon. However, when all the emergency lights on my dash lit-up my train of thought quickly changed to what am I going to do.

When I talked to him [Greg @ Alderson Lexus] explained to me that my engine was fried and that I’d need a new one. Shocked of course, I asked him for further details. He went on to tell me that the bad news is not so much that I need a new engine, but that there are no new Lexus engines in the US. And, that Lexus will have to build one which means my car won’t be ready for 5-8 months. WHAT! 5-8 months, that is INSANE! I thanked him and immediately called Progressive.

Progressive pretty much reiterated what Greg had told me and said that their hands were tied.

Certainly not a situation anyone would want to be in, Nathan is definitely between a rock (Lexus) and a hard place (Progressive Insurance).

While he feels Lexus is mostly at fault (take a look at his domain name), it’s his insurance company that he should be looking to for compensation. It’s true that the dealership should have been more cognizant of his situation, but isn’t it the insurance company who handles your accident claim? If it takes so long to fix the car, shouldn’t it be just be written off?

Still, you have to wonder how hitting a raccoon could total the engine — regardless, you have to feel for the guy. It’s a no-win situation that will probably get worse before it gets better.

Lexus of Santa Monica has taken the dealership experience to a entirely new stratosphere, installing the cars in a place that looks more like a villa than a showroom, with fountains, a grand piano, chandeliers, and even a cobblestone drive. Quite a departure from the antiseptic look of the usual standard. I’m not entirely sure what to make of it.

They have a commercial, take a look for yourself:

Certainly looks comfortable, but don’t the cars seem out of place? I imagine it’s something you have to experience in real life, but it seems more like a restaurant than a place to buy a car.

One thing’s for sure, the women over at Ask Patty love it.