Employee Profile: Joe McKenzie, Service ManagerAug 4th, 2016
There’s no “I” in “Team,” and there’s also no “I” in “Northwest Lexus.” Everything we do at our dealership is done in the spirit of camaraderie, both for our team and our guests. Nope, there’s no “I” in “Northwest Lexus,” but there is a “we”…and an “us.”
As a way of introducing our family to yours, we’re doing a series of employee profiles. We know how personal buying and owning a vehicle can be, and we’re proud of our team members who contribute to make that experience the best it can be.
This week we’re directing the spotlight onto Joe McKenzie, Northwest Lexus’ Service Manager. Joe grew up in…you know what? We’ll let him tell you.
How long have you been doing what you do?
I started as Service Manager in May of this year, and have worked in automotive service for 23 years.
Where did you grow up?
I grew up in Shelburne, Ontario.
What was your first car?
I was 23 and in college when I bought my first car. It was a 1986 Honda Prelude. The rust added character.
What do you drive now?
I’m currently driving an NX200t F Sport, which I’m loving!
Have you always been a car guy?
It’s funny, but I’ve never really been a “car guy.” I was always a people guy. Lexus owners are an amazing enigma, they are generally passionate about what they drive, but love to come in and talk about their experiences. I feel very fortunate to be able to work with great people and deal with amazing guests, all revolving around what I consider the best automotive product on the planet.
What’s the most satisfying part of your job?
I always enjoy watching a first-time Lexus owner bringing their vehicle in to the service department for their first maintenance visit. Our Lexus team makes every effort to ensure that the guest receives an incomparable level of service. It could be as simple as an advisor going to the lounge and making a cup of coffee, or as much as going to a house across town to have a battery installed on a cold winter day. It’s the wow factor that gives me satisfaction, and I see it every day.
In your mind, how has the dealership and service experience changed over the last ten years?
I have watched it evolve over the last couple of decades. There are so many options and choices for someone shopping for a car or a place to service a car. When a guest pulls into a dealership now it has to be an experience that transcends going to get an oil change. When I first started at Northwest Lexus, one of the things that really resonated with me was the Lexus philosophy: treat every guest the same as you would a guest in your home.
How does this philosophy come through in the Service department?
The dealership experience is constantly changing and we are always looking for new ways to make sure that each experience is better than the last. Today, we offer our guests access to our luxury lounge, which is bright, comfortable and inviting, with refreshments and snacks, television and a computer work station. A Lexus guest who finds it difficult to get to the dealership to service their vehicle can simply book a valet appointment and have it picked up at their home or office by our drivers, brought in for service and returned to them. Every Lexus that comes in for service has to leave cleaner than when it arrived, we wash and vacuum all of our guests’ vehicle. Loaner vehicles are available to guest’s dropping off their car for the day.