An Unfiltered Conversation with Lexus! (Experience, Drama and More)

Performance Lexus, your Hamilton-Niagara retailer. We're part of Performance Auto Group.

🚗 Come visit us! 262 Lake Street, St. Catharines.
📲 Call us at 905-934-3336

(00:00) Introduction: Craziest dealership story begins.
(00:28) Welcoming viewers to the video, introducing Mark Lovelock, General Manager.
(00:58) Discussion about potential names for the series.
(01:26) Mark shares his journey in the automotive industry since 2003.
(02:29) Advice for anyone entering the car business: Customer service focus.
(03:01) Impact of enjoying people-oriented work in the industry.
(03:30) Transforming tough customer situations into positive experiences.
(04:27) Mark reflects on handling negative situations and building long-term guest loyalty.
(05:30) The importance of how businesses react to mistakes and challenges.
(06:55) Common misconceptions about needing car knowledge or passion for success.
(08:02) Discussion on Danny Meyer's book "Setting the Table" and its lessons on customer service.
(09:01) Insights from dealership book clubs and hiring strategies.
(10:03) Evolution of Mark’s love for the car business and brand excitement.
(12:07) Mark’s journey across various dealerships, including the transition to Lexus and Toyota.
(18:15) Adjustments and challenges in managing both Lexus and Toyota dealerships.
(20:26) Thoughts on other car brands and luxury industry values.
(22:09) Mark and Dustin discuss the Toyota Way and its influence on the industry.
(27:23) The story of Toyota’s origin from loom manufacturing to automotive innovation.
(35:59) The future of the car industry and the role of dealership models.
(42:50) Discussion on EVs: Opportunities, challenges, and the future.
(46:56) How EVs may change the driving experience and consumer expectations.
(50:27) The emotional aspect of car ownership and the appeal of unique designs like the Cybertruck.
(52:28) Mark’s dream car and preferences within the brand.
(54:45) Dustin reflects on emotional connections to cars, particularly within Lexus.
(56:04) The value of the YouTube project and its impact on the dealership and community.

[pabb]

Great video. I love the fact that Lexus is focused on the full customer experience and your Manager is engaged in validating that mindset.

[RyanFiedlerTRDFan]

Fabulous work! Your content is really helping me navigate my buying process. Thank you.

[loriehartman]

You know it’s good to hear you guys are passionate about what you do. I’ve listened to lots of videos and I’m actually in the process of possibly buying a new vehicle and I’m so skeptical because I feel like the sales manager is there to rip me off and not trying to give me a good deal and I know you have to make a living, but it’s like I don’t wanna be robbed either I just feel like they’re not being upfront and honest that they’re trying to scam and take advantage of customers And if somebody doesn’t do their homework and know exactly what you’re dealing with I feel like they would take advantage of you

[RSwrightMD]

Duston and @Performance Lexus your shows do all Lexus dealerships a big favor. I also enjoy the comparisons such as the NX v the Rav 4 you did with a salesperson from Performance Toyota. Keep up the great work. You are a wonderful ambassador for Lexus!

[Thulebeez]

We watching and getting insights all the way from Africa. It’s good have such an interactive Lexus channel from a dealership.
Keep on

[swavpietras]

Fantastic work! I truly enjoyed it. I believe it would be beneficial for owners of these cars to have Colin Brand from Performance Collision share his insights on the body shop side, covering certifications, training, and essential knowledge for anyone who may need to repair their car. Thank you.

[jkovimo]

Great conversation between you and Mark. Really liked both of your absolute candidness as you addressed the various topics… you pretty much forgot the camera was on. A very engaging video. Hope to see more of these!

What I really appreciate in a sales person is one who is passionate about what they are selling and have an indepth knowledge of the products they are selling. Yes, I do appreciate there are many models with different features to learn, but telling the customer (or guest) to search the internet and find the answers to their questions is not acceptable. I will always return to a dealership/salesperson where I have had a great experience, specifically one who is knowledgeable, personable and trustworthy as Stephen A. is at your dealership.

I don’t always comment on your videos but always find your content interesting and engaging.

I look forward to your new Performance Lexus Dealership… hopefully later sometime this year!

[jeffball]

Extremely well done Dustin. The conversation was very engaging to the end with Mark. Enjoyed it very much Thank you

[braddarden]

Great video! Keep up the great work Dustin.

[okiki]

I have been waiting for the Lexus TX for the past 8 months now. And was about to give up and go for another car due to the struggle. But seeing this video made me push back and wait one more month, giving them a chance to deliver. Nyc

[lwrgbr]

just bought a new es350, understand why most everyone loves this car, so quiet. also just bought a near new highlander, not near the quiet of the es

[pabb]

Will they improve on the quality issues on the rx500h....transmission, rattles, interior components falling off? I was down to MDX vs RX and stumbled on increasing quality issues on the RX 500h

[gogeorgia]

Gotta love Lexus.❤excellent work guys, it really is about service.

[eventhorizn]

As a Canada dealer, what do you see with customer base affinity or bias for Japan vs. TMMC manufactured? (My current and last RX both are TMMC. My 330 went over 200k. My 350 4th gen fsport now is going strong at 150+k)

[lwrgbr]

way to early for any electric cars, hybrids yes, we had 3 volts, loved them all

[mikefiftynine]

Excuse me gentlemen but what are the R-Zed and B-Zed autos you talk about here? Thx.

[VWGTI]

Is That Maximus Desimus Meridias? Are you not entertained!

[cme]

I don’t live EV, I want to hear my gas engine

[sophaman]

Just for me only I really don't care about what kind of the technology cyber truck have but to ugly truck I haven't seen in my life sorry about that thanks for sharing your video

[SuperDodoe]

cool now get a suit that's not fitted by conor mcgregor