The service receptionist who sold me a car......
Discussion
I really hope by Land Rover dealer gets the content of the feedback form emailed to me by Land Rover after my last visit.
The service receptionist was so good, she's the reason I bought a new Discovery Sport when I picked my car up after repair.
It needed some warranty work and I booked it in requesting a courtesy car. I asked if I could have a Disco Sport but was told they only had one.
On the day of taking the car in, the service woman called me to check what time I was coming. The car was being dropped off overnight. Is there a Discovery Sport? She said there wasn't but I just mentioned how I'd be in the market for one soon and would live to try one.
Get to the dealer, and she'd "stolen" a top spec Discovery Sport for me. Full tank of diesel and waved off at the door.
We loved it, returned 24 hours later to pick our now fixed car up! did a bit of dealing with the salesman, and ordered one.
All thanks to the service receptionist I ordered a new car six months to a year earlier than planned.
I got the email feedback form and filled it with praise for they way she just thought outside the norm, used her initiative, spotted an opportunity, and made things happen.
She called up yesterday (it's a paint work issue) to arrange for the car to be fixed and she knew nothing of the feedback. I get the feeling it's only when there's a problem they actually get the feedback.
I reckon she should get a bit of the commission.
It was just good to see superb service and thought from a bg main dealer chain.
The service receptionist was so good, she's the reason I bought a new Discovery Sport when I picked my car up after repair.
It needed some warranty work and I booked it in requesting a courtesy car. I asked if I could have a Disco Sport but was told they only had one.
On the day of taking the car in, the service woman called me to check what time I was coming. The car was being dropped off overnight. Is there a Discovery Sport? She said there wasn't but I just mentioned how I'd be in the market for one soon and would live to try one.
Get to the dealer, and she'd "stolen" a top spec Discovery Sport for me. Full tank of diesel and waved off at the door.
We loved it, returned 24 hours later to pick our now fixed car up! did a bit of dealing with the salesman, and ordered one.
All thanks to the service receptionist I ordered a new car six months to a year earlier than planned.
I got the email feedback form and filled it with praise for they way she just thought outside the norm, used her initiative, spotted an opportunity, and made things happen.
She called up yesterday (it's a paint work issue) to arrange for the car to be fixed and she knew nothing of the feedback. I get the feeling it's only when there's a problem they actually get the feedback.
I reckon she should get a bit of the commission.
It was just good to see superb service and thought from a bg main dealer chain.
Swampy1982 said:
If its me, i would email the CEO, people are really quick to complain and he will see a thousand letters a day about how this dealer messed up that, and that dealer messed up this.
I genuinely believe credit where credit is due, found the below as the details but not 100% sure on the accuracy.
Dr Ralf Speth Chief Executive
Email ralf.speth@jaguarlandrover.com
perhaps a tweet or something on social media might go down well
That's a cracking idea.I genuinely believe credit where credit is due, found the below as the details but not 100% sure on the accuracy.
Dr Ralf Speth Chief Executive
Email ralf.speth@jaguarlandrover.com
perhaps a tweet or something on social media might go down well
As for being fit, she is indeed without being distractingly so. You need to keep focused when talking about cracked paintwork and SatNav software.
I'm not someone who goes grinning and dribbling and slavvering over some dolly bird.
Indeed if a women starts waving her tits at me, batting eyelids etc its a sure fire way for me to do the opposite to what she wants. You know the type who comes in for interview and regards her physical appearance as something on the CV. That's really going to lose them the job.
What impressed me was what she did - not anything else. Most of the contact I had with her was over the phone, so it was irrelevant what she looked like.
Anyway I have an email to write to the boss of JLR. I will let you know what happens.
A swift response.
As Dr Speth is tied up in meetings this afternoon, please allow me to thank you for your lovely email on his behalf?
Dr Speth will read your note this evening and I know will be simply delighted to hear about the wonderful experience you had at Stratstone's and in particular from xxx. She really does sound like a credit to the Jaguar Land Rover team.
Dr Speth would, I know, want to also thank xxxx and therefore I will send a copy of our exchange of correspondence to Jeremy Hicks who, as Managing Director for Jaguar Land Rover in the UK, is ideally placed to pass our thanks on directly.
I cannot thank you enough for taking the time and trouble to write to Dr Speth. I wish you very happy motoring in your Discovery Sport when it arrives.
Kind regards,
As Dr Speth is tied up in meetings this afternoon, please allow me to thank you for your lovely email on his behalf?
Dr Speth will read your note this evening and I know will be simply delighted to hear about the wonderful experience you had at Stratstone's and in particular from xxx. She really does sound like a credit to the Jaguar Land Rover team.
Dr Speth would, I know, want to also thank xxxx and therefore I will send a copy of our exchange of correspondence to Jeremy Hicks who, as Managing Director for Jaguar Land Rover in the UK, is ideally placed to pass our thanks on directly.
I cannot thank you enough for taking the time and trouble to write to Dr Speth. I wish you very happy motoring in your Discovery Sport when it arrives.
Kind regards,
This morning another response.
It was such a delight to receive your mail calling out xxx for the great service she delivered.
It's lovely that she was able to deal with you so professionally and I have personally written to her to add my own thanks for just doing all the basic things so delightfully well.
My thanks to you too for your custom, its genuinely appreciated and I hope that you and your wife really enjoy the Discovery Sport - maybe biased, but I believe it is a very special car!
Kind regards
--
Jeremy Hicks
Managing Director
Jaguar Land Rover UK
So there we are. A pat on the back from JLR and no doubt the dealer will be happy that the people above him in his group are happy that he has good staff.
All is good.
They just have to build it properly now, and deliver it to me on time! :-)
berlintaxi said:
That would be a first.
I Know. As I said to the salesman. Land Rovers are a bit crap, but I like them. A 4 wheel drive Alfa. You know you shouldn't but....go on, I'll buy another one.The problem is, my other car is an MGF. I use its build quality as a benchmark, so most cars are well built reliable icons of engineering excellence to me!
And to conclude....
I just got an email from the lady at the garage to say thanks. The people I contacted were good to their word and she is delighted to have been recognised at the highest level for as she put it, just doing her job.
I'm someone who likes to take complaints if they are unresolved to the top, but it is something that goes both ways. Good service should also be recognised at the highest levels.
Thanks to the poster earlier in the thread who gave me the JLR bosses details. You helped put a smile on someone's face today and I don't know about you, but that pleased me.
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