Preparing For The XL-3 SSC
OverviewLexus is initiating a Special Service Campaign (SSC). The XL-3 SSC is for certain 1999 RX 300s. This SSC is an opportunity to strengthen the relationships we have established with our valued customers. This bulletin provides all the details necessary to plan and implement the SSC at your dealership. Key points on the SSC are summarized below.
XL-3 Condition
On certain 1999 RX 300s if the head light switch is set to the "AUTO" position, the headlights and taillights may not automatically illuminate in low ambient light. Under this condition, only the daytime running lights (using high beam at reduced intensity) are illuminated.
XL-3 Repair
The XL-3 SSC involves replacing the Body Electronic Control Unit (ECU) with an improved one.
Note:
Federal regulations require your dealership to perform any safety recall prior to delivery of any vehicle.
Customer Notification
Notification letters will be sent to owners of affected vehicles in early February 1999. This letter will advise owners of the need to have the vehicle repair performed.
SSC & Customer Satisfaction
The Special Service Campaign provides us with an opportunity to demonstrate the Lexus commitment to total customer satisfaction. By implementing the XL-3 SSC in an organized and efficient manner, we can nurture our relationships with new and core customers and strengthen these associations. Throughout the campaign, we need to let the customer know that we are genuinely interested in resolving the matter in a timely fashion with as little inconvenience to them as possible.
Determine Your Demand
SSC XL-3
The XL-3 Special Service Campaign only applies to 1999 RX 300s within the VIN ranges shown. No other vehicles before or after these ranges are to be repaired under the provisions of this SSC.
The SSC summary report lists vehicles sold by your dealership. From this list, please determine the actual number of customers who should come back to your dealership for this SSC.
NOTE:
Please be aware that some of the vehicles subject to this campaign may be subject to SSC XL2 as well.
Manpower and Facility Requirements
Your dealership must plan ahead to accommodate the additional service volume generated as a result of this SSC. It is the intent of Lexus to have 100% of SSC repairs completed by the end of June 1999.
In reviewing your dealership's manpower and facility requirements for this Special Service Campaign, there are several items you need to consider.
^ Do you need to develop ways to increase your service capacity?
^ Do you need to hire additional support staff for pickup/delivery, car washes and fuel tank fill-ups?
^ The special Enterprise Rent-A-Car arrangement that started with SSC WL-1 is also in effect for XL-3.
You will need to hold a meeting with all dealership associates to discuss:
=> Importance of Lexus customer care for each SSC customer.
=> Various procedures such as phone inquiries, pick up and delivery, loaners, etc.
=> Campaign specifics including your dealership's assigned quantity, completion objectives, and technical details.
Tools and Equipment
The XL-3 SSC requires these tools.
^ Standard Tools
Technical Training
We recommend that one person at your dealership be designated as the Campaign Coordinator.
Your District Service and Parts Manager or District Sales Manager will meet with you to answer your questions and monitor the progress of the SSC.
Parts Information
Availability/Ordering
All dealerships will have a quantity of these parts installed on their DEALER STOCKING GUIDE (D.S.G.). This will ensure automatic ordering to your facing Parts Distribution Center (P.D.C.) when you sell or obligate inventory. The quantities assigned will be based upon the number of vehicles at your dealership requiring the SSC.
You are encouraged to order only those parts needed to repair the vehicles with service appointments. There is enough inventory available at launch to accommodate all vehicles. Individual dealer tracking will be made and irregularities in quantity ordering will be passed on to Lexus Area Offices for follow-up and correction.
TDN System
The following steps must be taken to prepare your TDN System for processing SSC claims:
^ The labor operation codes have been transmitted to your dealership. Remember that each dealership must request and apply them to their system. If you have not received these codes, call the TDN hotline.
^ Create a menu code using the new labor operation codes established for this SSC.
Planning Your Communication Strategy
It is important that you develop a strategy to communicate effectively. The Questions and Answers shown are some general statements that can be used when explaining the SSC.
Calls to Your Customers
^ Customers involved in the SSC
=> Although each affected vehicle owner will receive a notification letter, we would like your dealership to use the customer list provided in the SSC package to help manage your service volume. We strongly suggest that your dealership's service management and consulting staff review the list and proactively contact customers for prompt service. Also let them know how valuable a customer they are and that this Special Service Campaign is being undertaken by Lexus to keep their confidence in the Lexus brand.
^ Customers not involved in the SSC
=> Assure any customers with vehicles outside of the involved VIN range that this repair is not needed.
Calls from Your Customers
^ It is important to institute a system to respond to customers calling your dealership for more information regarding the SSC. We recommend designating an individual or individuals to answer these inquiries to ensure that callers get accurate, consistent information.
^ The Lexus Website (www.lexus.com) also addresses customer concerns. A special section helps answer questions regarding Campaign procedures and affected vehicles.
Calls from the Media
We ask that you refer any calls from the media or government agencies directly to Lexus headquarters in Torrance, California. The contacts at Lexus are:
Nancy Hubbell, Lexus Public Relations Manager (310) 781-3282
Holly Ferris, Lexus Public Relations Administrator (310) 781-3279