Though it was a totally different sector, the principles of great service, looking after your customer and making them feel values, are the same no matter what business you’re in.
When I started at Stafford Land Rover, as a driver, we were still operating from the old site; so, moving to the new purpose-built centre was a real treat!
Though I started as a driver, my hard work was quickly recognised and I was made valeting co-ordinator. Very soon after that, Simon Fisher, the Aftersales Manager, asked me if I would be interested in joining the Service Department team, he told me I had a lot of potential, which was great to hear.
I moved to become a Service Advisor and I haven’t looked back. Since the first day I started that role I have been our top Service Plan seller, something I’m really proud of and in September 2014 I made it into the top 20 service plan sellers in the country.
Every customer is different and I enjoy that variety; occasionally very strange requests come along, the one that sticks in my mind was when I ended up as a wedding planner. One of our customer’s was getting married and at the last moment their wedding car provider pulled out and let them down, leaving them without transport for the bride on her big day.
The Bride loved Land Rover Defenders, so we leant them the dealership’s demonstrator; I wanted to make it really special for them so I got to work, decorating it with wedding ribbon and organising flowers for the interior.
I wanted to make sure the Bride had the car she deserved and I must have done a good job, because I was invited to the wedding!