After poor experiences dealing with a major car manufacturer whose name begins with "V", I wanted to return to a premium marque. In the past I have had problems with upmarket cars, but I have also experienced good customer care during the resolution of this problems.
We walked in off the street at Inchcape Derby to look at a Jaguar XE I had seen on line. We were left free to wander around to look at their stock and only when we decided to look more closely at the car we had selected, did we venture into the showroom. We were greeted by Charlotte Brough, who became our principal contact during our subsequent purchase of the car. she was warm and friendly and following a brief discussion, she arranged for a test drive. All throughout the drive, she was chatty, informative and engaging. Upon our return to the showroom, we discussed finance arrangements and a part exchange for our current vehicle with Charlotte and Luke, the business manager, with sensible, informed debate and absolutely no pressure.
We decided to purchase the vehicle and agreed the terms and Charlotte subsequently sent the requisite paperwork via e-mail. After some minor amendments, amicably agreed, we completed the transaction as far as possible pending formal arrangements upon collection. Having agreed the collection date, we arrived and to be frank, we spent a lot of time engaged in chatting, such is the friendly atmosphere in the dealership.
After completing the arrangement and following a brief heads upon get us started functions of the car, Charlotte saw us off and took a video of us leaving in the car, which she sent to us - a nice touch. The whole experience was warm and friendly and Luke told us that the company now has a policy of selecting Sales Executives who do not necessarily have motor trade experience, preferring instead candidates who have proven customer care skills. In an age where customer care, especially in volume car manufacturers and dealers, is sadly lacking, this was a real breath of fresh air. I wish every week could be like the week we experienced.