Customers compare the new Kuni Lexus of Greenwood Village, Colo., to a resort -- they would rather be there than at home, says Gregg Stone, the dealership's president.
"Guests say: 'I have never felt that comfortable. Where do I check in, and can I stay here longer?'" That's music to the ears of Stone and parent company Kuni Automotive, which owns 14 dealerships, including four other Lexus stores.
Customer service is the new battleground for luxury dealerships as competition intensifies and margins shrink, says Stone, 54, who has run the store since June 2006. Like all the other Kuni general managers, he is a part owner of the dealership.