BEST PRACTICES
SHARING MOMENTS
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CROSS-MARKET
MOBILITY SUPPORT
Request: RRC client requests a mobility vehicle for both Düsseldorf and St. Tropez.
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Process: PMA contacts the German retailer and provides pricing. For France, the PMA consults RRC France. Boris Virfeu shares detailed French pricing with PMA.
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- GERMANY
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CROSS-BORDER
CHAUFFEUR SERVICE
Request: RRC client requested chauffeur service from Nice to San Remo in August.
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Process: PMA arranged the full service within 24 hours of the client request.
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- GERMANY
SHORT-NOTICE VEHICLE
FOR WEDDING
Request: RRC client requested a vehicle within 48 hours for his wedding.
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Process: PMA arranged the vehicle within hours, supported by the JLR Germany team to fulfill the client’s wedding wish.
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- GERMANY
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VEHICLE BREAKDOWN DURING FAMILY USE
Request: RRC client lent his vehicle to his son-in-law; the engine overheated and the car stopped running.
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Process: PMA prioritized the case by coordinating with the retailer and workshop, and is personally following up with the client throughout the repair process.
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- GERMANY
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​SHORT-NOTICE CROSS-MARKET MOBILITY SUPPORT
Request: : RRC customer contacts us at 7:30 p.m. requesting a mobility car for the following day in Cannes at 2:00 p.m.
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Process: Boris Virfeu was contacted, who then contacted the retailer in the Cannes area, and together they arranged for the customer to have a Range Rover Sport at the desired location and time.
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- AUSTRIA & SLOVAKIA
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TIME-CRITICAL VEHICLE DELIVERY DUE TO TAXATION
Request: RRC client requested early delivery of his new vehicle before July 1st to avoid taxation issues.
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Process: Initial delays were overturned through escalation by NSC Austria (A. Loose & M. Siska). Delivery confirmed for June 24th in Bratislava, allowing time for PDI. Handling time: May 13th (client contact) to June 24th (delivery to retailer).
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- AUSTRIA & SLOVAKIA
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CROSS-MARKET
MOBILITY SUPPORT
Request Request: RRC Clients´vehicle looses cooling liquid, needs to be towed to retailer in Palma and customer needs a spare car. Vehicle was second car-no warranty.
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Process: Together with Allianz Spain we managed to cover mobility, towing, appointment at retailer and spare vehicle for customer for a week. Customer was very happy.
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- AUSTRIA & SLOVAKIA
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CROSS-MARKET
MOBILITY SUPPORT
Request: RRC Client requests a mobility vehicle by JLR from Cannes to Monaco for five days.
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Process: He calls on September, 2nd at 7 pm and needs confirmation by us by September, 3rd by 10 am . Retailer in Cannes sends estimate (delivery to airport, rental for five days and pick up from airport) for 2 260€ (800 km included). Customer confirms - is happy!
Also, customer would like to attend Ferretti boat show.
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- AUSTRIA & SLOVAKIA
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SHORT-NOTICE CROSS-MARKET MOBILITY SUPPORT
Request: Client asked for a month‑long mobility vehicle in Ibiza.
Process: Despite broad checks across the island during peak July–August, available options exceeded the client’s budget. To recognise his loyalty, we invited him and his wife to the Defender Experience Ibiza (11–30 September), which he appreciated — reinforcing our commitment even when we cannot meet every request.
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- ITALY
COURTESY VEHICLE
Request: Client reported an ongoing plug‑in cable issue for over a month
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Process: PMA contacted the retailer for clarity but initially received incomplete updates and discovered the original TA case had been closed. With support from Stefano Lo Cilento, a new TA case (4025873) was opened to continue troubleshooting. The retailer also confirmed the client has been provided with a high‑tier courtesy car — a Range Rover Sport 3.0d — in line with his profile.
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- ITALY
DELAYED AND DAMAGED
SPARE PART
Request: RRC client waited months for a spare part, which arrived damaged.
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Process: PMA, with support from the Italian NSC, ensured rapid replacement and proper delivery. As a gesture of service, the client was offered an overnight stay with dinner at the Mandarin Oriental near Lake Como.
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- ITALY
ONGOING PLUG-IN
CABLE ISSUE
Request: RRC client reported an unresolved plug-in cable issue, ongoing for over a month.
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Process: PMA investigated with the retailer and discovered the initial TA case (#4006931) had been closed without resolution. A new case (#4025873) was opened with support from Stefano Lo Cilento. The client received a courtesy Range Rover Sport 3.0d. Given the repeated issue, Stefano escalated the matter to Retailer Quality Manager Roberto Guidotti.
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- ITALY
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CROSS-MARKET
MOBILITY SUPPORT
Request: Czech RRC Client requested 7-seat rental car for a day in Naples.
Process: Despite only having 5 days’ notice, the PMA worked closely with JLR Italy to find the best solution.
On the day of delivery, the PMA ensured the client received the car as scheduled and confirmed its return. The following day, the PMA followed up to ensure everything went smoothly: the client was extremely satisfied with the service.
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- ITALY
ACCESS TO
EXCLUSIVE EVENTS
Request: A RRC member wanted to attend the Hahnenkamm Ski Race but couldn’t get tickets. At the very last minute.
Process: The retailer remembered the RRC program. The RRC member was registered, and tickets were secured – big excitement and gratitude!
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- AUSTRIA & BENELUX
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ZOUTE GRAND PRIX TICKETS
Request: RRC Client wants tickets for him and his son to join the Zoute Grand Prix for October 11th. All tickets were sold out.
Process: PMA could arrange two Deluxe tickets for October 10th including Parking.
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- BENELUX
SPECIAL REQUESTS
COLORS & LEATHER
Request: A RRC member had special requests regarding colors and leather for their new Range Rover.
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Process: The Private Mobility Advisor leveraged a defined SV contact in the UK to manage and fulfill the customer’s requests.
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- BENELUX
URGENT WINTER WHEELS
Request: A RRC member urgently needed winter complete wheels within 5 days.
Process: Provided wheels from an internal JLR fleet vehicle. The customer was able to travel and is now fully satisfied.
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- BENELUX
TAILORING CLIENT EXPERIENCE
Request: A RRC member wanted a more authentic experience, reflecting the local mountain spirit, without the “glamorous” aspects of the standard package.
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Process: PMA created a complete, personalized proposal enriched with additional services, creating value for both the client and the brand.
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- FRANCE
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CROSS MARKET
TECHNICAL SUPPORT
Request: A new registered RRC Client mentioned an issue with his vehicle: a warning light that doesn’t always turn on. At that time, he was in the Netherlands.
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Process: PMA colleague in the Netherlands to coordinate the intervention. Based on the client’s exact location, identified a retailer located less than 15 minutes away, Client was extremely satisfied with the speed and efficiency of the service, strengthening his engagement and trust in the RRC program.
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- FRANCE
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CROSS-MARKET
MOBILITY SUPPORT
Request: Austrian RRC Client needs a vehicle for
his stay in Cannes
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Process: French PMA contacted retailers via NSC to secure the best price, PMA Coordinated and followed up to ensure the vehicle was delivered quickly.
The client received the vehicle in less than 24 hours and provided very positive feedback.
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- FRANCE
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VEHICLE ISSUE
TIRE REPLACEMENT
Request: A RRCclient on vacation in Loire-et-Cher (which made responsiveness and efficiency essential in order to minimize any disruption to his stay), reported an issue with his vehicle´s tire. It needs a replacement.
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Process: PMA contacted dealership closest to the customer's location, - no success. PMA contacted dealer in Paris. Efficient coordination between the teams, arranged for the tire to be dispatched and delivered to the retailer in Orléans within less than one hour. This rapid logistical setup ensured replacement before noon, allowing the client to continue his vacation with minimal inconvenience.
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- FRANCE
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RANGE ROVER CLUB TRUFFLE HUNTING EVENT
Request : A RRC member wanted to arrive some days earlier to the event with his wife.
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Process: PMA searched for the most suitable hotels with very good restaurants on site. After offer several options, the client chose one of them and confirm he was so happy with the support provided.
This interaction helped establish a strong relation ship of trust with the client.
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- FRANCE
REPAIR &
HAHNENKAMM EXPERIENCE
Request: Retailer informs PMA about a RRC Client who needed to go to the retailer because the engine of his vehicle stoped working.
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Process: PMA once have all the information, proceed to call the client and check the situation with him about the engine. During the call the client express his interest in the experience of Hahnenkamm. PMA customized the experience for this client who is a big fan ok ski.
Finally, the client got his vehicle repaired and joined an unforgettable experience.
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- IBERIA
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COURTESY VEHICLE
Request: had an accident with his vehicle, which collided with another car and sustained damage to the front end.
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Process: PMA immediately coordinated with his dealership and organized everything necessary to ensure that his vehicle would be repaired as quickly as possible. In addition, the PMA arranged a courtesy vehicle for the duration of the repair, securing a Range Rover Sport so he could maintain his usual standard of comfort and mobility.
The entire process went smoothly. The client was very satisfied with both the quality of the service and the speed with which we managed the solution.
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- IBERIA