Andrew Mitchell, a fleet manager in Newcastle, exceeded a customer's expectations for service. The customer, Phil Scotson, had previous experiences with other luxury brands that lacked personal engagement. However, Andrew was passionate, informative, and provided excellent customer service throughout the process of Phil taking delivery of his new Jaguar XE. This included initial discussions about the model and a thorough personal handover, unlike Phil's previous delivery with Mercedes that was simply dropped off. As a result, Phil was so impressed with Andrew's service that it changed his perception of what customer service should entail.