Don't Waste a Good Crisis

The Chinese use two brush strokes to write the word "crisis". One brush stroke stands for danger; the other for opportunity. In a crisis, they say, be aware of the danger – but recognize the opportunity.

This downturn, recession, depression or blip is like no other I have known. It is not by any means universal - neither by business sector nor national geography.

I now have a list of over 30 business sectors that are doing well - in some cases exceptionally well, and over a dozen countries with significant GDP growth forecasts.

I simply can't emphasise strongly enough that unless you are in automotive, construction or real estate then almost certainly you remain in control of your own future – no-one else. Indeed even in the automotive sector it is not universal gloom - I see that not only did Volkswagen have a record sales month in February but that the German car industry overall still expects to sell 200,000 more units this year than last and further that Toyota has actually increased sales in the US this year.

There are many growing markets with money to spend that you can and should target.

I recently spoke to a group of business leaders in London and was strongly emphasising the need, especially in these times, for businesses - all businesses - to be proactive in seeking out and converting new customers – in other words "prospecting". A man came up to me afterwards and asked for clarification of what I was saying. He was, he said, the Managing Partner of a legal practice with 15 partners and asked what I meant by "prospecting".

"Seeking out new clients who have not previously used you", I said

"Oh", he said "how?"

"For example", I said "do you ask for referrals? - do you ask each of your satisfied clients to recommend others to whom you could sell your services?"

"That goes against the grain" he said "I'm not sure about that" and walked away.

That Managing Partner is running a business - just like any other business - and whereas we may have had the luxury in the past of new clients finding us THAT TIME HAS GONE.

I believe that we must assume that the basic rules of business now apply to all businesses - we all need to seek out new customers, we need to sell to them, we need to provide unrivalled products and services and we need to treat those customers like our life depends on them - because it does!

None of this is rocket science or new, none of it is things we should have been doing anyway, but I do believe it's going to be those businesses that really get their act together that I come through these times really humming.

There is a risk - a big risk - that the rest will fall by the wayside and I see no reason to mourn them.

In addition to the business sectors that are growing there are national markets also to consider. For example the OECD says that Brazil will likely avoid recession completely in 2009. Petrobras - its state oil company has a four-year $174bn expansion plan, whilst Embraer remains one of the largest passenger jet makers in the world. Brazil is seen to have outperformed India and China and has a well regulated banking system that is not exposed to sub prime. Go and sell to them.

There are other nations who are continuing to grow and invest - but maybe not as fast as heretofore - but nevertheless at rates of growth that are the envy of most other nations. Go and sell to them.

If we are running a business or involved in running a business I believe it is our responsibility to develop and implement a growth strategy to ensure that our business and our employees thrive through these times.

That's our job - now more than ever.


©2009 Roger Harrop Associates

Golden Helicopter Award

In my business I come across many event companies, training companies and the like. Some are large, some small and they have to do a very special job of organising every single aspect of an event or training courses - down to the finest detail. They have to co-ordinate venues and logistics as well as delegates and speakers - sometimes akin to herding cats I suspect!
Earlier this year I ran a one day CEO Masterclass in Lahore for Octara Training and their outstanding General Manager, Muhammad Arif.
I have to tell you that the pres event publicity materials were the best I have ever had, the organisation was exemplary and every single thing was done to facilitate both the delegates and myself.
I am therefore extremely happy to award Muhammad Arif and Octara a Golden Helicopter Award.

The first DOUBLE Golden Helicopter Award

We have just bought an Apple Mac laptop for my wife - and the whole experience was unbelievably good!
I first called in at the Apple store and was given 45 minutes of uninterrupted attention - answering all my questions and concerns about transferring from pc - like they will transfer all your files over for you for free and you can get Office for mac for very little, etc. etc.
He then suggested my wife and I ought to come in - and that we could make an appointment online - which we did for 12 noon on a Sunday.
We then got two hours of very patient help and advice (did you know you don't need a virus checker with Apple?)and we ended up buying what is an exquisitely designed piece of kit. The functional and aesthetic design is superb and the software is intuitive - even the packaging is a delight!
I was SO impressed - compared with the nonsense of MS - and all the bad stuff about Vista that I will probably move to Mac myself.
So - for one of the very best experiences ever I give APPLE the first ever DOUBLE GOLDEN HELICOPTER AWARD!

Golden Helicopter Award

Here's a nomination from Steve Jones:

"I would like to bring to your attention two chaps I met last night at a networking
event. They are George Bowler and Oliver Yorke from Hurst Community College in Baughurst, in Hampshire.

They have just launched a local magazine, You may be thinking why on earth you telling me? well, they are both 15!and have suitably impressed people who were at the Basingstoke event last night with the third issue of their
local magazine "The View" and I would like to nominate them for a Golden Helicopter award because they look like
they have well and truly taken off in business despite not even having a National.Insurance. No. and are
preparing to sit their GCSE's this summer?

Here is their email: info@theviewmagazine.co.uk"

Fantastic! - I'm more than award to give a GOLDEN HELICOPTER AWARD to George Bowler and Oliver Yorke of Hurst Community College.

Ditched Helicopter Award

A DITCHED HELICOPTER AWARD for lousy service:
I have just stayed in the Fawlty Towers Hotel of Dubai – The Seven Sands. When I complained about my room the manager asked:
“What do you want me to do? – they are all as bad as yours”!

I had to rearrange my booking at the last moment and my agent booked this as a 4 star hotel – I’d say it’s about 1.5 stars.
On their brochure and website they say:

“Extended Hospitality” – Untrue
“Fully equipped gym” – Untrue
“Coffee Shop” – Untrue
“Business Centre” - Untrue
“Complimentary welcome fruit basket” – Untrue
“Complimentary daily newspaper” - Untrue

The place is dirty, badly managed and a disgrace so a mega DITCHED HELICOPTER to the SEVEN SANDS HOTEL, Dubai

Golden Helicopter Award

Roger Venables sends us this nomination:

I would like to nominate Chris Booth, Director of Graphics Direct for a Golden Helicopter Award. The longish but encouraging story is this:

• Our usual (shop) supplier of materials for mounting photographs had closed and I was struggling to find a replacement (Shop). We were in urgent need!
• So I searched the web for ‘Artists’ Materials and found Graphics Direct. It was difficult to tell whether they were first class or charlatans, except that they actually offered a phone number on a selling website, which was a good start.
• A call generated a very courteous response saying the relevant person was out but would call back, and they even asked when would be convenient – asap was the answer and they said about an hour.
• Chris Booth called back earlier than forecast, without declaring his position in the company, by which time I had found most of what I wanted on the website but not everything. Chris expertly took me through a process of booking what I wanted, then asking for a pro-forma invoice when getting to the payment stage. He then called me back within a few minutes to talk though adding what I wanted that was not on the website, adding that to the invoice, and taking payment. I had also wanted next day delivery as close to 100% guaranteed – no problem was the answer, and at no extra charge
• Within a minute or so, there was the invoice in my inbox, followed a couple of hours later by the Royal Mail tracking number for the parcel. The parcel arrived before the target time, and all was as ordered 100%.
• Then, 5 days after the order, an email from Chris, who turned out to be a (or perhaps the) Director of Graphics Direct, expressing the hope that our first experience of using them had been a good one and asking for feedback, which I duly gave him, and the whole experience prompted me to write to you!.

Outstanding! – I’m very happy to award a GOLDEN HELICOPTER AWARD for outstanding service to GRAPHICS DIRECT and CHRIS BOOTH

Golden Helicopter Award

It’s only when you travel that you come to appreciate just how good London cabbies are at their job. For the benefit of my overseas subscribers you cannot become a London taxi driver without “The Knowledge”. This is a very testing examination that you have to pass where you not only need to know every street and major building in the entire city but also the best way to get there.
They also ALWAYS have a view on local and world events – possibly slightly bigoted on occasions!- although that’s not part of The Knowledge as far as I know!
So a resounding GOLDEN HELICOPTER AWARD for outstanding service – over many years - goes to LONDON CABBIES!



TELL YOU WHAT……………..Let’s start a London cabbie anecdote blog here! Any stories you have about, or any experiences you’ve had with, London cabbies put them up here.

Winning through the Downturn

Yes - the downturn might affect your business dramatically
Yes - that just might be terminal

BUT remember:

“Pessimism is a totally useless philosophy since it probably won't work any way.”

Our job as business leaders is surely to win through a downturn like this and set the strategy and the tactics to do so.

So let's start by examining the problem:

Following the credit crunch finance is tight in the West and the prices of oil, steel and food have all increased dramatically wordwide. We have significant inflation being posted in a number of developing countries and finally we have an increasing number of profits warning from public companies in the West.

So how should we respond to this?

Firstly as far as your business is concerned you should be seeking to harvest cash and be really hard-nosed about any investment. It must generate an adequate and expeditious return. My advice is be super cautious with the banks – they caused a good deal of the problem and I don't think we can assume we can trust them at this time.

Next, now must be the time for you to work hard at improving your business efficiencies - and by that I mean not just your "shop floor" operations but wall-to-wall. To me the best measure of efficiency or productivity is simply added value per employee and you should be seeking to improve that continuously so that you are both lean and mean and fleet of foot.

If you are in an industry where you buy basic materials that are not fashion influenced and is worth helping to protect your margins by considering investing some of your cash in additional stocks at today's prices - that you can subsequently add value to and sell at tomorrow's inflated prices.

Finally in this area I would recommend that each and every time you think about recruiting question whether you could outsource that activity as an alternative.

You need to be tough but fair with your suppliers --negotiate simply everything and share with them your future plans and your confidence going forward. Never pay them late, however, no matter what the accountants might say, it will cost you in the end.

What about your markets?
If you look around there are a many markets for you to target that are thriving and will continue to do well. Obviously the oil rich countries of the Middle East and elsewhere are thriving and the so-called BRIC countries (Brazil, Russia, India and China) continue to do well and are expected to be the leading economies of the world in the foreseeable future. Target them.

Some of the industry sectors that are thriving are all forms of mining - giving a particular boost to the economies of Australia and Canada (Canada is now referred to as the Saudi Arabia of phosphate -- it has one third of the world's supplies) and food production.

The energy industry - from oil and gas extraction through to sustainable, fossil fuels and nuclear power are all set to continue to thrive into the near future. The Aviation industry (but not western airlines) is thriving with record order books at both Boeing and Airbus (over six years of production with only 10% from the US). These companies increasingly outsource globally – target these suppliers like Meggitt in the UK who have just announced record results.

There are more billionaires in the world now than ever before - with large numbers in India, Russia and China as well as the West. Any industry or service sector where they spend their money will continue to thrive - be it super yachts or super hotels or super fashion. Can you sell to them?

Looking at customers generally you need to exploit your strengths mercilessly, you need to be seen to get in the shoes of your customers more, to customise and be creative. You should be moving your mindset from "sell" to "help" and focusing on a getting a "wow” from them each and every time they do business with you.

You need to bring out exceptional new products and you need to focus strongly on giving perceived added value to counter any suggestion that may be coming from customers that you might be inclined to lower prices - don't do it!

I'm sure it does not need saying that you must be very tough indeed on receivables in these times – that hard fought order, that great sale is worth nothing unless you get paid. It's probably prudent to assume a percentage of your customers will go bust in the next 12 months - and you don't want to be left with a big hit.

A word about your team.
Each and every one of your employees (and their partners) are reading and hearing a constant stream of bad news and depressing projections about the future and it is you that they are looking to for a lead. Despite what you might be feeling you need to exhibit a positive attitude at all times, you need to communicate and listen more than ever before and you need to demonstrate that you have the situation under control.
Research has shown that people follow leaders who are decisive, passionate and have fun – and that's what you need to exhibit.

Particularly in these times we need to challenge our paradigms, ramp up our creativity, and look to the big picture.

Otherwise known as:

Helicopters and Boxes!
(Staying in the Helicopter® and Thinking outside the Box)

- why not set up a helicopters & boxes team now?

Finally, for UK readers, I have just read that Goldman Sachs predicts that by 2020 the UK will have the highest the income per person in the world – we will be more prosperous than anybody!

– so all you’ve got to do is to get through ‘till then!

Enjoy!



© 2008 www.rogerharrop.com

Golden Helicopter Award

This one's from Mike Ogilvie:
Following a long day in Manchester at PSA meeting having caught 8.30 plane from Gatwick, Derek Arden and I went to BA and asked to be seated in same row with one seat between us so we could spread out

Despite us having checked in that morning in Gatwick the man at the counter was very obliging at the sight of Derek's BA Silver executive card, and once he had changed our seats he was presented with a WOW card acknowledging his superb service by Derek

I noted his resulting beaming smile and stored this idea for future use - not realising how soon that would be

We went to the Executive lounge to be told by Jemma the receptionist that our plane was delayed by at least one hour until after 10pm, and that as we were the only two in the executive lounge , the lounge was to close at eight

Well "Arden the negotiator" went into action and asked if we could possibly be switched to the Heathrow flight, but Jemma was told by BA that as we had not got open tickets, the only way was if we paid them £69 for new tickets

Well that was far too much for two tired speakers, so we said we could not do that.

Derek was getting frustrated and explained how much he spent with BA each year but, remembering our recent experience, I pulled Derek aside and asked for one of his WOW cards. I said to Jemma that we realised she had done her best for us, but we could not justify spending the extra £69, but please accept this card as our recognition of her efforts on our behalf.

She smiled and we retired to the lounge to eat BA sandwiches and drink BA wine

15 minutes later Derek was called to reception and Jemma presented him with two tickets to Heathrow free of charge. She had appreciated the fact that we had not given her grief, and in fact had recognised her efforts on our behalf, so she called BA herself and persuaded them to switch our flights

WOW - we were smiling now, and when we picked up our cars from Gatwick before 10pm we realised our original flight would not have yet left Manchester

So Jemma Hodgkinson from Aviance Manchester terminal 3 has now been nominated by us for a Golden Helicopter award and we have written to her boss to congratulate him for having such brilliant team members

EVERYONE was a WINNER - so next time speakers, when your ego is threatening to take over, remember it might achieve more to be nice than to be angry.

So a Golden Helicopter Award goes to Jemma Hodgkinson from Aviance Manchester

Golden Helicopter Award

My wife and I I have just spent a week in one of our favourite places - where we used to live - in Wembury near Plymouth in Devon.
Nearby in the Yealm Estuary are two idyllic villages - Newton Ferrers and Noss Mayo.
In Noss Mayo there is the most wonderful pub, The Ship Inn, in a delightful position by the creek, looking out across the two villages. The food is outstanding and the service second to none - so much so we went three times in 5 days!
So THE SHIP INN gets a well deserved GOLDEN HELICOPTER AWARD

Ditched Helicopter Award - Abbey

This comes from David Winch:

"I am moving shortly and, having been completely satisfied with Abbey's home insurance products in the past, I contacted them for a quote for the new place.

One of the first things they wanted was the postcode, which I gave. I was met with the classic 'Little Britain' "Computer says No" response!

"This is an incorrect postcode, Sir. Please can you give me the correct postcode so I can proceed with your quotation?"

So I informed them that:
a/. This was the postcode on the Estate Agent's particulars
b/. I had put this postcode into Streetmap.co.uk and it had showed me the correct location to view the property
c/. While we were talking, I put it into Multimap.co.uk and achieved the same correct result
d/. Also while we were talking, I had entered the address into the postcode finder on Royal Mail's website and it had given me the same postcode

"Ah, but my computer's telling me it doesn't recognise this postcode. Is it a new property?"

So I told them that it was approximately ten years old, but I was aware that the village in question had all its postcodes changed - about four years ago! - so I hoped their system might have caught up by now.

The poor operative had no where to go but to say once more that she couldn't proceed without a postcode that her computer deemed to be correct.

Are you surprised that I've gone elsewhere?"

A definite Ditched Helicopter Award to Abbey

A Golden Helicopter Award

I've just had an operation on my back to release a trapped nerve at the wonderful Chiltern Hospital. I spent three nights with them and they were simply fabulous - but the very best thing about the hospital was that I could have a glass of wine with my evening meal - bliss!
So a definite Golden Helicopter Award to the Chiltern Hospital, Great Missenden.

Two Ditched Helicopter and a Golden Helicopter Award

The first comes from Philip Pagan:
" I would like to nominate the refuse department of Carlisle City Council for a ditched helicopter award.
Last week I was on holiday and my son forgot to put out our refuse which has recently been changed to twice weekly collection. As I did not want to put the refuse in my car I asked my son if I could borrow his works van and take it in that.
When I arrived at the council depot (a journey of about three miles) a little man jumped out of his tin hut and the conversation proceeded as follows:

Little Man: “You can’t bring trade waste in here”

Me: “Its not trade waste it’s my own refuse, I missed the collection earlier in the week”

Little Man: “You can’t come in here with a van weighing over 3.5 ton”

Me: “Okay, I will take my refuse out of the van and wheel it up it the skip on foot”

Little Man: “You need a permit to do that”

Me: “Okay, will you issue me with a permit please”?

Little Man: “You need to ring this number to obtain a permit”

Me: “Okay I will do that”

Little Man: “No point doing that it’s closed on the weekend!”

Me (Sarcastically): Okay I will just dump it on the pavement then shall I?”

Little Man: (Seriously): “£3,000 fine if you do that!”

My refuse was duly returned home where it will have to sit for two weeks until the next scheduled collection."

I think that's a definite Ditched Helicopter to CARLISLE CITY COUNCIL










Next comes a REPEAT AWARD!!!

I flew British Aiways from Johannesburg last week (Client booked it) and, as normal, they said that the computer would be selecting certain seats to fill in a confidential questionaire. I was selected and in answer to the final two questions - "What was the single best and worst things about this flight" I answered "The flat bed seats" to the first and "the crew" to the second and handed it in.

10 minutes later the, appallingly titled, Cabin Services Director (Chief Stewardess) came and asked me what was wrong with the crew!!!!

How to get things totally wrong! (incidentally what was wrong with them was that they were careworn, and bordering on the aggressive)

So a repeat Ditched Helicopter Award to BRITISH AIRWAYS









Now for the good news - a Golden Helicopter Award for outstanding service.
I ran a workshop for the delightful GfK Marketing Services recently at their retreat held in the simply delightful Ashford Castle in Galway, Ireland. It is a magical place with fantastic food and outstanding service. Guys you MUST surprise your other halves with a weekend there - and you can fly at a very reasonable price from Luton direct to Galway.
So a Golden Helicopter Award goes to ASHFORD CASTLE

Another Ditched Helicopter Award

Here's one from my friend Alan Stevens, the Media Coach:
"I took advantage of Air Canada's online check-in system recently. Being well over six feet tall, I need the leg room provided in the over-wing exit seats. Before I checked in, I phoned the Air Canada office and asked what rows to pick. "18 and 19", I was told, by a very nice man who said he was also very tall, and always booked into those rows at online check-in. So, I went online, only to find that rows 18 and 19 were not available. I rang Air Canada again, and was told this time "You can't book those rows online". "But" I protested "the last time I rang, I was told it was possible". "You can't have been told that" came the reply "and you can't have spoken to anyone here". So there you go. Customer Service nil, Air Canada one."
Definately a Ditched Helicopter Award for Air Canada this one!

More Helicopter Service Awards

I'm worried about the Intercontinental Hotel group. The feeling you get these days when you stay in one of their hotels, frankly, is that they're trying everything to rip you off. For example I find in most hotels these days they provide at least one free bottle of water each day. Not in the Intercontinental -- I recently stayed at their Singapore hotel where they wanted to charge you the equivalent of £3 ($6) for a bottle!

As always it is the little things that make the difference -- no free newspaper for example, or a very poor selection of fruit at breakfast.

We have lots of choice in hotels these days -- with outstanding levels of service being set by some that the others simply have to live up to.

Intercontinental Hotels therefore get a ditched Helicopter award.









Now how about this example of putting the customer firmly in his place!

This comes from a friend of mine, Kevin Coulthard, who visited the Selfridges store in Manchester and went to the Illy coffee bar for a coffee and cake.

I'll let him continue: " My wife and I looked at the cakes on display in the counter next to the coffee bar and asked for two cakes, though I cannot remember what exactly they were. There were at least six types of cake on display.

The conversation went along the lines of the following with the names of the real cakes changed for the sake of anonymity

Me – 2 cappuccinos and two chocolate cakes please
Staff - I am sorry you cannot have those cakes only banana or apple
Me – Why? When the cakes I want are next to the ones you want to sell me
Staff – the others are selling fast and we need to sell banana and apple
Me – So you will go the cake counter and pick up apple and banana cakes but not chocolate
Staff – Yes because I can only sell apple and banana cakes
Me - So as the customer I cannot have what I want
Staff – No. Sorry.
Me – I will go elsewhere then
Staff – You can have a chocolate cake to take out
Me – But I cannot buy a chocolate cake to take out and eat it here with a coffee
Staff – No

At this point I was completely demoralised and went to M&S"

I think that's got to deserve a ditched helicopter award for Selfridges!

Some Airline Helicopter Awards

British Airways

I've been a massive supporter of British Airways over the years and for some time they really got it right and were the best in the business. However I've had it with them now - my wife and I had a flight from Singapore where the cabin staff were surely, the food inedible and they couldn't turn the temperature of the plane down. It's not good enough and British Airways there fore receive a Ditched Helicopter Award for lousy service.






Singapore Airlines
Emirates Airlines

Singapore Airlines and Emirates Airlines on the other hand are simply the best. I have many excellent example of outstanding service - including recently when my SQ flight developed a fault and we had a plane change.
So both of them get The Golden Helicopter Award for outstanding Service.

More Helicopter Service Awards

I seem recently to have been experiencing the two extremes - and whilst it's the bad service that sticks in your mind the longest, let me share with you two establishments that leave you with the warm glow of having had a wonderful experience.

Chris, my wife, and I have fallen in love with The Scilly Islands - which for those who don't know, are about 30 miles into the Atlantic off the South West tip of England. We fly there by helicopter (how else!) and we stay the night before the flight in the lovely town of Penzance in Cornwall.

We have discovered a small hotel there, The Camilla House, which is exceptional. Susan and Simon Chapman gave up the rat race in London and moved to Penzance four years ago and they have just finished refurbishing the hotel up to their very high standards. It's very special.

So A Golden Helicopter Award goes to the Camilla House.



On a similar vein I've now stayed at two Shire Hotels in the UK- indeed we ran a recent Professional Speakers Association National Meeting at their Leeds hotel and it's a similar story of service. The staff simply cannot do enough for you, the facilities are excellent .and the food exceptional - and how many hotel chains can you say that about?

A Golden Helicopter Award then to Shire Hotels also.

New Helicopter Service Awards

I find myself increasingly putting the service I receive from organisations into one of two categories either "outstanding" or "lousy" - there doesn't seem to be just 'average' any more.
I've decided, therefore, to introduce and list in my newsletter my new "Golden Helicopter" outstanding service awards and "Ditched Helicopter" lousy service awards

Here on the blog I'm going to share with you the reasons behind each one!Please feel free to comment and to add your own recommendations for awards.





Alfa Romeo

I'm looking at buying a new car - but the experience of trying to do so is simply unbelievable!

I was interested in trying an Alfa Romeo so I went on their website, clicked the "nearest dealer" button and was taken to the Perrys of Aylesbury website. Here I was pleased to find I could book a test drive and did so for 4 p.m. the following Wednesday.

On that Wednesday my wife and I drove the 18 miles to Perry's and walked in to be met by the Sales Manager.
"What can I do for you" he asked
"I've booked a test drive for this afternoon" I replied
"What here?" He responded
"Yes" I said "at 4 p.m."
"give me a minute" he responded and walked away.

A salesman then appeared whose first words were:
"I'm not from here, I'm from next door but I'll try and answer any questions you have."
"am I right there is not a diesel automatic option on the Brera?" I enquired
"I'm sure there is -- but I'll check " he responded and went off
he returned "no -- you're right there isn't that option"
the Sales Manager then reappeared with the words
"we don't have any test cars here but I've talked to Amersham and they have one" (note Amersham is 16 miles away)
The salesman then enquired "is anything else we can do for you?"
"Yes" I replied "I would very much like you to try and sell me a car!"
believe it or not the response from both was complete silence!
My wife and I walked out without another word.

How can a company get it so wrong?
Alfa Romeo are therefore the first recipients of the Ditched Helicopter lousy service award.







Audi

I then decided to look at the Audi TT car and went onto their website. In this case you could request a test drive of a specific model directly from the main website and this I did. I immediately got an e-mail confirming receipt and advising me that someone would contact me within 24 hours to tell me where and when I could drive the specific model I had requested. Great German efficiency!

However.............. four days later I had heard nothing. I therefore telephoned Audi head office and explained the situation and was told "you should have heard" to which I responded "but I haven't" to which he said "but you should have done".

"can I please take your details, Sir, and I will arrange it directly?"
"I've already spent a long time completing your forms when I applied through the website." I responded
"sorry sir we don't have access to that database - I'll have to go through it again"
So we spend some time doing that and I explained that I wished to test drive an Audi TT,2 litre automatic and that I would travel to anywhere in the country if necessary. She assured me that someone would ring me within 24 hours to fix it up.

One day later I had a telephone call from Oxford Audi:
"I understand you wish to test drive and Audi TT 2litre" he said.
"Yes" I said
"we don't have one" he said "we only have the larger engine -- it's extremely difficult to get hold of Audi demonstrators these days"
"I don't understand why you've rang me" I said "since I made it very clear that I only wish to test the specific model that I'm thinking of buying"
"I only rang you because head office told me to" he replied.

The next day Audi head office rang me back saying that they understood that Oxford Audi had been unable to help me. I replied that as I had made clear I wished to drive the specific model that I was thinking of buying and that I would travel anywhere in the country to do so.
"Leave it with me" she said.

Two days later I happened to be driving through Reading - relatively close to my home - and noticed an Audi dealer. I called in and was met salesman Raj Charan who single-handedly saved Audi and ensured that I would end up buying an Audi car. He was courteous, interested and happy to explain all about the vehicle. His response to my question "I'd like I test drive a TT 2 litre automatic, if that's possible" was
"of course I can have one here for Thursday if that's okay, what time would you like me to fix it for?"
"4 p.m. please -- and my wife will join me"
"that's fine" he said "you can have the vehicle for 45 minutes if that's okay and whilst you're doing that I'll look your existing car over so I can give you a trade-in value when you and your wife return"

At that moment my mobile phone rang and it was the lady from Audi head office
"I've found you a car to test drive, but the nearest to you is in Salisbury - 80 miles away"
"no it isn't" I replied "I'm in Reading Audi at the moment and they've arranged a test drive for me here this week"

"Oh - (silence) - good - you're satisfied then"

As a result of this experience I am going to make two awards:
Firstly,just like Alfa Romeo, Audi get a Ditched Helicopter award for their complete inability to have a joined up operation that "walks the talk".


The second award however is a our very first Golden Helicopter award for outstanding service and it goes to the Audi Reading salesman, Raj Charan, because he alone got Audi out of the mess they had created and got them an order. He represents everything good that you should experience when dealing with the company as a prospective customer.
Well Done Raj!




There's a postscript to the Audi story. Two weeks later I was telephoned by a marketing company working on behalf of Audi asking me to rate my experience of seeking a test drive. I took them through the whole story to which they responded "it happens all the time - you wouldn't believe the stories we hear"!!!