2008 Lexus Rx 350 on 2040-cars

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2018 Lexus LC 500 Prototype First Drive

Chief executives aren't normally as candid as Akio Toyoda was last week. At the launch of hot new Lexus LC 500 coupe at the Detroit Auto Show, the chief executive of Lexus and Toyota and grandson of the company's founder, said that he'd received letters telling him that his Lexus luxury brand cars were dull and boring and that he agreed. "I took them to heart," said this tiny and forceful boss, "and I'm ensuring that the word 'boring' and 'Lexus' will never occupy the same sentence ever again." But boring has been an ongoing problem for Lexus. And for the last year I've been involved in trying to help solve it. Let me explain. Akio has made his extraordinary "Lexus is Boring" speech before. That was five years ago on the windswept golf courses at the Pebble-Beach Concourse d'Elegance at the launch of the fourth-generation GS sedan. With its new-look spindle grille, basking-shark air intakes, and razor-edged curves, GS was the first of the new-look Lexus models, but Akio still wasn't happy. In 2011, after 11 consecutive years of premium market leadership in America, Lexus had lost it to the Germans. Mercedes-Benz, BMW, and Audi didn't just build better looking cars, but more interesting and more fun-to-drive cars. "We're not just making a coupe, we're creating a new generation of Lexus." Lexus' shtick of reliability, immaculate-quality, hybrid gas-efficiency, golf-bag trunk optimization, and specification-adjusted value didn't cut it anymore. Akio, a keen race driver and petrolhead enthusiast, knew his cars needed a dynamic shot in the arm and a smoldering love affair with right-brain desirability. In short, he wanted Lexus engineers to build a car to bring a smile to drivers' faces. A tall order, then. And one which Koji Sato, deputy chief engineer on the LC had to consider carefully. As he says: "Akio's Pebble Beach speech was the starting point; we're not just making a coupe, we're creating a new generation of Lexus." With such a brief, and Akio's legendary peppery opinions in mind, Sato came up with a radical idea. Reckoning that sometime in-house teams can look so much in-house that they become blinkered, he decided he needed to open things up and recruit a team of outsiders. So, for the last year I, along with a small team of hand-picked journalists, race drivers, and keen-driving dealers, have been part of Sato-san's 'irregular army'. Why me? It's a good question.

Tesla says Model 3 is best-selling midsize premium sedan in America

Auto sales figures are sort of fuzzy numbers, no matter how you slice them and no matter which manufacturer you're talking about. Unless you're specifically tracking vehicle registrations, automakers generally self-report the figures. So, you have to trust that they aren't doing anything too tricky. Plus, not every sale is equal, as some are logged as dealership loaners or demo models, some go to fleets (like to a rental car agency), and still others are, of course, bought by traditional customers looking for a new daily driver. With that preamble out of the way, when we saw a tweet from Tesla claiming that the all-electric Model 3 is the best-selling midsize premium sedan in America, our interest was piqued. According to Tesla, market share of the Model 3 has just surpassed the Mercedes-Benz C-Class, which had up until now led the Audi A4, BMW 3 Series, and Lexus IS as the best-selling sedan in its class. Note that the graph from Tesla below is, we think, specific to four-door models. So, is it true? Judging by the numbers we can find, including some from Bloomberg, which has a running chart to track Model 3 registrations, the answer is... probably. We don't know exactly how many Model 3 sedans Tesla is currently cranking out, but Bloomberg estimates production at about 2,560 units per week, and total sales for 2018 at 34,414. We know the number is increasing regularly, though, and Elon Musk has said most recently production sits around 500 units per day, which, on a seven-day cycle, would be 3,500 per week. We looked up Mercedes' sales figures for the month of May, 2018, and found that the German brand sold 5,419 C-Class models last month, for a total of 23,917 for the year (incidentally, that's down more than 30 percent from the year prior). While the bulk of those sales would surely be made up of sedans, it would also include a small percentage of coupes. Either way, it's likely that Tesla is currently producing and selling more Model 3s than Mercedes is C-Classes. Now, it's also worth considering if the C-Class is the only vehicle from Mercedes that directly competes with the Model 3. We'd guess customers may also cross-shop the CLA sedan with the Tesla, and if that's the case, you might decide it's worth adding in Mercedes' 2,527 CLA-Class sales last month and 9,622 so far for the year. The same argument could be made for certain versions of the BMW 2 and 4 Series.

Satisfaction with dealer service rises, Lexus and GMC are tops

During the economic downturn, many car dealerships counteracted their slowing income by focusing on things that would set them apart from competition - things like the quality of customer service they provide. When the economy picked up and more sales and service followed, many also first invested those funds back into the business, improving their dealership facilities and service centers.
It looks like those investments are paying off, as J.D. Power and Associates' latest Customer Service Index Study shows that overall consumer satisfaction with dealer service has increased to 797 (on a 1,000-point scale), up from 787 in 2012 and 29 points higher than the score in 2011. The study also finds that people are more satisfied with the service they get at dealerships compared to independent service providers, despite the much higher average out-of-pocket cost per visit ($118 vs. $44).
Note, however, that this study only looks at how people are treated by a dealer's service department during the first three years of ownership (the survey is based on responses from 91,000 owners and lessees of 2008 to 2012 model year vehicles), so we're talking about the experience had when bringing a car in for repair or maintenance work, most likely under warranty. In fact, maintenance work is increasing in share and accounted for 77 percent of service visits (up from 72 percent in 2012 and 63 percent in 2011). This helps explain why customer satisfaction has also risen, since a properly maintained car is one that's less likely to require a dealer visit for an unexpected repair.