Cory Watilo

There are companies who seemingly couldn't care less about their customers, and then there are companies like Newport Lexus. I've serviced my car at Newport Lexus for four years now, but the service has never been better than it is today.

Yesterday it was time to take my car in for service. I called and let my service rep know I'd be arriving in about 20 minutes. When I showed up, the paperwork was already filled out and my preference in loaner vehicles was sitting there waiting for me. All I had to do was sign the paperwork. I literally walked inside, sat down, signed on the dotted line, and walked out to my loaner. I was in and out in less time than it takes to make a latte.

It's refreshing to know that some companies still care about treating their customers right. This is the kind of level I try to give people who use the things I build, and I appreciate receiving the same kind of treatment. It's why we built Less Neglect - an amazing support tool to help us support our users of FolioHD and The Mux.

When businesses go the extra mile to make their customers feel special, the loyalty they'll have is far greater than if you simply provide adequate service. And that's what makes customers for life.

Oh, and if you own a Lexus in Socal, go visit Joey Wilchek at Newport Lexus.

Of course, it may have something to do with the fact that the remote mysteriously stopped working...

If you have followed my blog for any amount of time, you're aware that I have sort of become a consumer brand advocate for Newport Lexus because of the way they spoil their customers, and I tend to share about my experiences on my blog, like here and here.

Part of the Newport Lexus lobby. Just took this on my iPhone.

Although I bought my Lexus GS at Tustin Lexus, I was disappointed early on by the ethics and attitudes of the staff, so I decided to try Newport Lexus for my service. Having been here for service maybe half a dozen times and received a couple dozen free car washes, I can safely say that I love this place. Of course, I haven't been through the car buying experience, but the customer service is fantastic. From the staff that receives cars coming in for service to the service managers to the cashiers, the entire staff is friendly and accomodating.

Like with any car, there have been several non-scheduled maintenance issues that have caused me to pay Newport Lexus a visit, but each time, I look forward to visiting. Unlike most situations where I would be frustrated to have to venture out of my "home to Starbucks and back" routine, I actually want to visit Newport Lexus. In fact, I like this place so much that I sometimes want to visit even when I don't need to take my car in.

It has gotten to the point where, when my car needs service, the idea of taking it to Tustin Lexus, the dealership just a couple minutes from my house, doesn't even cross my mind. Instead, I drive out of my way to Newport Beach, because Newport Lexus has nailed every aspect of the customer experience, and I am treated the way a customer should be treated. There aren't many brands that I use that I'm excited to talk about, but this is one of the few that I will sing praises of all day long.

The next car I was planning on buying was going to be a BMW 6-series, but I have become such a fan of Newport Lexus since I bought my Lexus last summer that I have already decided to make my next purchase from Newport Lexus. That's what this entire customer experience is for - to increase brand loyalty and encourage repeat customers. And in that regard, Lexus has most certainly succeeded. Newport Lexus - I'll see you in 2011 for the Lexus GS-F.