Been here four years now, so although I am not as long term as many I also have the advantage of relatively recent experience of UK service. It is constantly surprising just how difficult it is to actually get anyone to provide support, service, answers, or even just acknowledgement for anything.

Just recently a large car dealership has lost a new car sale because a relatively senior manager has failed to answer a yes/no question that didn’t require research or consultation. I didn’t even get any response at all to my message. If that’s pre-sales support then I have no hope to get help after paying my money.

This isn’t an isolated incident, it’s a repeated behaviour that I have seen from large, medium, and small businesses, and also from individuals. Right now it’s a very pleasant surprise to get an answer or support of any sort, and if it’s a positive one then it’s even more uplifting. That shouldn’t be the case.

Is it a matter of fear of consequences, a feeling that it’s a problem for someone else, or just simply laziness?

Just so no-one accuses me of bias against Spain, I would add that some of my worst experiences are at the hands of British-owned organisations. Being ghosted when you have a serious issue will not generate any urge to support a business, and I have been known to dissuade others from purchasing from these companies.

My approach to providing support in my work meant taking ownership for people: we made sure that issues were followed up one way or another. Even if it meant saying something couldn’t be done we had to take that step and sometimes disappoint people. However, they generally accepted that we were honest and acting in their interests. Ignoring them would have not worked to ensure a long term relationship – that’s something that several individuals here are learning.

So it gives me great pleasure to be able to thank one salesperson who took it upon themselves to research an issue for me, not just accepting a negative response from their own normal sources, and coming up with a successful answer that we can both work with. I won’t name names here (any more than the failures) but gratz to the Peugeot dealership in Bellregard…