Experience Amazing at Lexus Cork

In Japan, it is hugely culturally important for guests to feel welcome, and the Japanese concept of Omotenashi.

A word which has no direct English equivalent sums up a commitment by any person or group to do just that.

In fact, Omotenashi has been an intrinsic part of Japanese popular and corporate culture for many decades and has been refined by many companies and is now embedded in the way its workers will  not just endeavour to make a guest/customer feel welcome, but fulfil their needs to the extent they enjoy a wonderful and memorable experience.

While the concept has been woven into the fabric of Japanese society through generations, in corporate terms, it has been adapted across many industries in their worldwide endeavours to bring the level of customer experience to new and heretofore unattained  heights.

In the automotive sphere, one of the companies which has adopted Omotenashi wholeheartedly since its inception in 1989 has been the car maker Lexus. 

Indeed, so comprehensive has that adoption been that it is now the global standard by which the company and its customers interact.

Before Lexus ever launched a car, it detailed its customer care philosophy in a document called the ‘Lexus Covenant’, a company manifesto which continues to serve as a mission statement, a rallying cry and a solemn oath.

That document still rules every decision that Lexus makes, every car it manufactures and each and every service it provides. Within its parameters, the company promises the individual attention and sincere consideration that makes Lexus a benchmark of customer satisfaction.

Although the Airport Road in Cork is a long way, culturally and geographically, from Lexus headquarters at Shimoyama, Aichi, in Japan, the Lexus Cork franchise there practices the Omotenashi concept in the same way as is done throughout the company’s global operations.

According to Lexus Cork Sales Manager, Ken Horgan, the ethos means that every customer who walks through their doors is treated in the same way as they would be if they were a guest in someone’s home.

“This is an ethos we have long propagated, and it mirrors the experience of Lexus customers worldwide. It makes the Lexus Covenant more relevant on a daily basis, despite the fact it was actually written thirty-six years ago,” he says.

Ken leads the sales team at Lexus Cork, which is actually a subsidiary of the Macroom Motor Services Group, which was established by Donal Lehane in 1971 and has been part of the Toyota Ireland family since. 

Now run by Donal’s son John, the Toyota links inevitably meant that when the Lexus luxury sub-brand came along, it too would become part of the company’s activities.

And that was the case in 2012 when it was appointed the Lexus agent for Cork and Munster. Following an initial period working out of Macroom and Douglas, in 2016 it moves to new, dedicated premises at Cork’s Airport road, next door to the Toyota franchise, Lehane Motors.

Under the management of Dealer Principal, Paudie Donegan, as well as Service Manager, Sean Dowling, Parts Manager, Mick Murphy, with Ken Horgan heading the sales team, Lexus Cork has been a vital part of a countrywide effort which has seen Lexus set fair to easily crack the 1,000 unit sales mark this year.

“We have possibly our best-ever product portfolio right at this moment,” Ken says, adding that the brand is doing well at present and set to top its best sales figure since 2006. 

That Lexus Cork was awarded the company’s ‘Retailer of the Year’ award in 2023 illustrates the commitment of everyone at Lexus Cork to their customer base.

“We want anyone who comes through our door to have a special and unique experience, and we are committed to that as we believe that the customer has to be prioritised in a manner that few other companies aspire to or achieve,” according to Ken Horgan.

Providing special levels of customer care at all levels of the purchasing and sales process is one thing, but the other essential element is having the product to match the customers’ expectations of what a luxury brand should provide.

Operating out of their state-of-the-art and dedicated showroom at the Airport Road, Ken says, the aim is “to offer our customers a relaxed and enjoyable visit, while discovering our new and pre-owned models. Our aim in terms of sales and after-sales is to endeavour to offer our customers professionalism and clarity throughout every stage of the process.” 

With a range which begins with the award-winning LBX hybrid, which offers you luxury at a price point of just €40,000 through the fellow hybrid-powered UX, ES and NX models and on to the RX plug-in hybrid and the recently introduced all-electric RZ, and the all-new Lexus ES electric due in early 2026, Lexus offers something for every type of customer.

“As we know the modern buyer is a highly sophisticated and knowledgeable beast who expects the same sort of expertise from those selling cars to them,” Ken says, adding: “At Lexus Cork, that’s exactly what we deliver.

“And that’s why we are also able to offer unbeatable warranty plans to our customers, largely thanks to the quality of the product we sell. Under the Lexus Relax programme, we offer customers a one-year warranty on cars up to ten years of age every time they come to us to get their vehicle serviced.” 

Ken also points out that warranty cover can be provided for Lexus vehicles which are up to ten years old or with up to 185,000 miles on the clock, providing even greater reassurance to customers and real peace of mind too.

All of this leads us to the fact that Lexus generally and Lexus Cork in particular provides an unrivalled buying and ownership experience, and that the cultural lessons learned from half a world away in Japan can be applied to any other part of the world because all-embracing consistency is at the essence of everything that is done under the Lexus banner.

You might never have heard of Omotenashi, but if you want to experience it in action, then simply call Lexus Cork, where you will be bowled over by the Lexus experience.

For more information, visit here.