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Lexus Hull presented with Kiwami Award for finest guest experience

Lexus Kiwami Award winners 2018

Lexus Hull has become one of 10 Lexus European retailers to receive the annual award, presented due to its fine guest experience.

The award takes its name from a Japanese word meaning “ultimate” and demonstrates the principles of Japanese hospitality or ‘omotenashi’ which Lexus feels is central to its brand.

Lexus director of the John Roe Group, Steve Kelly, said: “This award is a credit to the great team we have at Lexus Hull and our principle of building relationships rather than selling cars.

"By getting to know our customers well, we are able to meet and exceed their expectations, and all our team work hard to achieve this goal.”

The winners were selected in a two-stage judging process, scrutinising each retailer’s guest experience standards and overall business performance.

Retailers must be successful with a sound financial structure and perform in line with their business and sales plans.

The successful retailers were presented with the Kiwami Award by Pascal Ruch, head of Lexus Europe, as part of special series of celebratory events hosted in Marseille last week.

Ruch said: “Lexus’s ambition has not been simply to redefine what great guest experience means in the automotive industry, but to constantly recognise and respond to changes in customer habits and priorities.

“By harnessing the concept of omotenashi in developing their business, our European retailers are able to maintain the highest service standards, supported by the dedicated work of everyone in their teams.”

Pictured: Lexus Kiwami Award winners (Steve Kelly third from right). 

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