The Lexus Safety Experience
By Larry Nutson
The Auto Channel
Chicago, September 2010 - There is increasing recognition and acknowledgment within the auto industry by new vehicle manufacturers that a change needs to come about in how owners are educated about the technology in their vehicles.
The all-too-brief vehicle familiarization provided by the salesperson during the new vehicle delivery doesn’t cut it anymore. Technology in vehicles of today has become very advanced and sophisticated. Lexus has trained “Delivery Coordinators” in many of its dealers that are expert in explaining the technology and how it functions to new owners.
The challenge is to get customers to truly understand the product, not only for Lexus but for all manufacturers. Lexus’ program drives the enthusiasm of dealership personnel for the product. It helps them better explain to the customer why a feature is beneficial.
Every Lexus vehicle for 2011 is equipped with a full complement of standard safety technology including Anti-lock Braking Systems (ABS), Brake Assist (BA), Electronic Brakeforce Distribution (EBD) Traction Control (TC), Vehicle Stability Control (VSC) and Smart Stop Technology (SST).
Smart Stop Technology is the newest of these features, added as standard equipment on all models for 2011, providing brake override that will automatically reduce engine power when the brake pedal and the accelerator pedal are applied simultaneously under certain driving conditions.
While the pro-driver
rides in the passenger seat and not only explains the driving event but
also the technology benefit, Lexus vehicles are driven back-to-back both
with and without the a safety feature.
Dan Schwartz, Lexus Central Area General Manager, elaborated on the Lexus Owners Welcome program which brings new owners back to their dealer after a brief ownership period to allow them to ask questions about their cars and get explanations from professionals such as Craig Shook, Central Area Service Training Specialist.
Lexus has implemented SMART Teams consisting of 200 highly trained engineers and field technicians. They are deployed to any location in the US to investigate customer concerns about unintended acceleration. Over 4,000 hands-on SMART evaluations have been completed and have not found any evidence of a problem with the Electronic Throttle Control System.
With 229 dealers nationwide, Lexus seems committed to delivering an excellent and enjoyable ownership experience.
Final word: The owner’s manual has been said to be the most under read book in publication and programs like the Lexus Safety Experience will better help new car buyers understand the sophisticated technology in the vehicles of today.
© Larry Nutson