Don Fordiani, group manager, customer experience and fixed operations, Lexus Division

A discussion with Don Fordiani, group manager, customer experience and fixed operations for Lexus Division.

Practices of retired Lexus service chief endure among his disciples

Though Dick Chitty retired from Toyota more than a decade ago, his parts and service principles still ring true at Lexus stores today. One of his disciples is Dave VandeLinde, who is putting his own stamp on service operations at Kuni Lexus in Oregon.


Lexus patient with fixed-price program

A year into the Lexus Plus no-haggle pricing program, the expected waves of dealers joining are only ripples. But brand executives say a slow and steady pace has its benefits.

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