Andy Goss - Top Man
Discussion
After all my moans about Porsche not caring about their enthusiast customers, and their 10k deposit policy on turbos and GTs, I must take my hat off to Andy Goss.
I emailed him a letter of complaint yesterday, and within five minutes he was on the phone explaining their position. Most MDs would've forwarded the email to a customer services manager, but he passionate about justifying their care for their individual customers, and he certainly convinced me that they have our needs at the forefront of their mind.
Now to scrape together the 10k for the GT3.
I emailed him a letter of complaint yesterday, and within five minutes he was on the phone explaining their position. Most MDs would've forwarded the email to a customer services manager, but he passionate about justifying their care for their individual customers, and he certainly convinced me that they have our needs at the forefront of their mind.
Now to scrape together the 10k for the GT3.
gmk666 said:
You're right, that is quite unusual for an MD. ( Now puts cynical hat on.) Nothing to do with your PH name being your real name, maybe? Be interested if anyone at Reading was actually reading any of our whinges and cr@p jokes...
I emailed him direct with my telephone number, I did mention pistonheads actually, but he didn't comment.
I don't know about whinges and crap jokes, but he's definitely interested in our views.
Always changes your perception of a company when that happens doesn't it?
I had cause to complain to a company (not car related) a few months back. I complained by letter, sent by email, and they called me back within half an hour, having researched my point and having a solution.
My impression of that company went from "avoid" to "definitely use again".
I think all a customer really wants is to feel their business is appreciated and it must take such a small amount effort to do that.
Oh, and the opposite is true as well. I had a bad experience with a company (funnily enough that my girlfriend works in a senior position for) and complained. The response from a customer care centre of poorly paid, badly educated muppets turned me from thinking it was a one off bad experience to the whole company being that way and I'll avoid them in the future (and stopped some other products we had with them).
Well done Mr.Goss!
I had cause to complain to a company (not car related) a few months back. I complained by letter, sent by email, and they called me back within half an hour, having researched my point and having a solution.
My impression of that company went from "avoid" to "definitely use again".
I think all a customer really wants is to feel their business is appreciated and it must take such a small amount effort to do that.
Oh, and the opposite is true as well. I had a bad experience with a company (funnily enough that my girlfriend works in a senior position for) and complained. The response from a customer care centre of poorly paid, badly educated muppets turned me from thinking it was a one off bad experience to the whole company being that way and I'll avoid them in the future (and stopped some other products we had with them).
Well done Mr.Goss!
Leadership by example - you can't beat it!
Actually my dealer had a word with Andy Goss, during a visit to the OPC, about a late spec change I wanted to do on my Orange C4S - he took the trouble to discuss it with the factory plant when he was next there. It wasn't resolved but at least he made the effort - TOP bloke!
Actually my dealer had a word with Andy Goss, during a visit to the OPC, about a late spec change I wanted to do on my Orange C4S - he took the trouble to discuss it with the factory plant when he was next there. It wasn't resolved but at least he made the effort - TOP bloke!
simonharrod911 said:
I emailed him a letter of complaint yesterday, and within five minutes he was on the phone explaining their position. Most MDs would've forwarded the email to a customer services manager, but he passionate about justifying their care for their individual customers, and he certainly convinced me that they have our needs at the forefront of their mind.
So how did he justify their policy then?
Chris
doctorpepper said:
Who's Andy Goss??? is he related to Matt and Luke?
You haven`t seen him have you. Poor sod`s even uglier than me !!
Individually the top people at Porsche are fine. Andy is Ok as is Geoff (Turral) their marketing boffin - although even a girl could drink him under the table! The problem comes with the middle of the sandwich, I think the same is true of most large organisations. The really great ones manage to link the top of the tree to the bottom and catch everyone in between so they all pull in the same direction, share the same passion and understand why things are done and the consequences of getting it wrong. Porsche GB is an offshoot of the larger parent Porsche AG who I suspect rule with a tight fist and don`t give much in the way of autonomy, sometimes to their detriment.
Henry
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