The Lexus Lesson

I hate buying cars.  I dislike walking onto a sales lot with my husband and the sales rep ignoring me and only talking to Jeff.

Ask most women and they will tell you the same story.

I dislike the whole dance on negotiating.  It’s so tedious. And buying on line?  Overwhelming.  So I wait as long as I can, take a deep breath and get through it.

So a few years back I needed to buy a car. 

And everyone told me a Lexus is best.  Why?

Because Toyota ‘s mission was build on quality.  No piece of junk that will fall apart right before the warranty runs out.  Plus fabulous customer service.

Sounded too good to be true.  So I bought one.  And it turns out it WAS too good to be true.

Because the demise of the company was that they lost their North Star.

The story is now discovered because customers demanded their voice to be heard.  Top leaders in Toyota left their quest for quality and instead focused on market share.  Selling more cars.  Scrimping on quality and putting our lives and our children’s lives at risk.

I’m outraged because I believed their promise and hence added to their profitability.  What can you learn from this troubled company?

• Set a noble mission that serves the greater good.
• Listen to your customers.
• Don’t settle for “good enough”.
• Measure your success beyond profit goals.
• Be true to your North Star.

Once again I have put off buying a new car.  And I have an old Lexus on my hands.

This time I plan to do real research not only on the car but the leadership of the company who makes that car. I’ll be reading annual reports and listening to analyst meetings.  And I’ll be watching if their “lips match their hips.”  And watching to see if their employees on the line and in the show room walk their talk.

It’s not a car to me anymore. 

It’s my commitment to support a company whose mission is greater than market share but for the greater good.  And if you know of a car company that fits that bill I’d love to hear from you.