A few weeks ago, I had the pleasure of meeting Stephen and Helen at a Berkshire EV event.
Like many people considering the switch to electric, they were weighing up their options and trying to understand the differences between hybrids, plug-in hybrids, and full EVs. Their previous attempts to get answers from local dealerships had been disappointing.
Sales people seemed uninterested in taking the time for a proper test drive, let alone addressing their specific needs.
Their one non-negotiable requirement was simple but crucial: they needed a vehicle with enough boot space to accommodate a wheelchair for a family member. This wasn’t just about car shopping, it was about maintaining independence and dignity for someone they care about.
At the event, several fellow EV friends and I spent time chatting with Stephen and Helen about electric vehicles. We’re all passionate about EVs, and it was wonderful to see how a genuine conversation with people who truly understand the benefits could help clarify their thinking. It proved that whilst research is valuable, there’s something irreplaceable about hearing real experiences from actual EV drivers rather than just listening to sales pitches or online articles.
Following our conversations at the event, Stephen reached out to say they’d decided to go fully electric. I was over the moon, and I offered to accompany them on their test drive if they would find it helpful.
Last week, I joined Stephen and Helen and their daughter at Waylands Volvo in Reading, where we met Jed, their sales consultant. From the moment we arrived, the experience was refreshingly positive. Jed listened carefully to their needs and answered Stephen’s very comprehensive list of questions with patience and expertise. When the first vehicle they were looking at couldn’t accommodate the wheelchair properly, I suggested we try a model with a slightly larger boot. Stephen and Helen had previoulsy been looking at another slightly larger model, and Jed immediately brought one over.
The wheelchair fit perfectly with plenty of room to spare, which I know they were really pleased about. Stephen, Helen, their daughter and I headed out for a test drive.
It was wonderful watching them get to grips with regenerative braking, as that one is always a bit of an eye opener for new EV drivers.
Whilst they were taking it in turn to drive, I explained how they needed to be quite featherlight on the accelerator when braking. This is one of the main differences when you’re driving an EV; it’s not the same as in an petrol car when you change down the gears and lift your foot right up as you do that.
When you slow down in an EV using regeneratie braking, you lift your foot slowly and featherlight. As you do that, it slows the car down gently using the regenerative braking system.
You do use the brake, just not as often in an EV as the regen does the work for you; that’s why its called 1-pedal driving, as you mostly use the accelerator for everything until you needd to come to a stop, or you have to brake in an emergency etc.
Stephen and Helen seemed to pick it up fairly quickly, although as I mentioned, it does take a little time to truly master.
Following the test drive, I wanted to share that Stephen contacted me to confirm they’ve decided to purchase the Volvo EX40. What made the difference wasn’t just the vehicle itself, but the quality of support they received throughout the process.
I’ve also offered to take them on their first public charging experience once they have the car, it will be another step to help build confidence with the whole EV experience.
All of this highlights something fundamental about successful transitions like the one we’re going through currently: trust is built through small, consistent actions that show genuine care for individual needs.
When Stephen and Helen felt heard, supported, and confident in their decision, the transition to electric became not just possible, but exciting.
Jed and the team at Waylands Volvo demonstrated what excellent customer service looks like in practice. Jed took the time to understand their unique requirements, offered solutions rather than obstacles, and created an environment where an important family decision could be made with confidence.
Whether in automotive retail, infrastructure services, or any customer-facing business, the human experience often matters more than the technology itself.
When we prioritise genuine customer care, listening to concerns, addressing specific needs, and going the extra mile to ensure a positive experience, we’re not just serving individual customers. We’re contributing to the broader success of sustainable transport and demonstrating that the EV community truly cares about making electric mobility accessible for everyone.
A story like this really reminds me why I’m so passionate about this work. The shift to electric isn’t just about better technology, it’s about people feeling confident that they’re making the right choice for their family, supported by professionals (and others who are happy to support them) who understand that exceptional customer service isn’t just good business, it’s essential for building the trust that will drive widespread adoption of sustainable transport.
