Exceptional feedback received from Mr Mark Brown who collected a car from us in June. Not only on the survey but he emailed in to make sure the feedback was received by all. Every aspect of the sale and handover were complimented including keeping it a surprise from his wife throughout and then getting her a personalised gift for handover. On my Sales Manager follow up call he could not have been more pleased with the whole experience and also commented about the night and day contrast from his last experience when dealing with Porsche Nottingham. Already looking forward to buying his next one with us. Great work from Akil

Very welcoming, and presented very wellAll staff were professional and very helpful Akil Blake was extremely accommodating and nothing was too much trouble. It was a pleasure to buy our Cayman with himAll options explained clearly, our needs were listened too and metThe handover was the best part. Akil and the other staff helped keep this a secret from my wife, as this was a surprise gift, right up until the grad reveal. He even arranged a personal gift for her tooAkil went the extra mile and then some, Akil made the handover very special and memorable
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A lady called me last week asking if we had a certain mug in stock.

It is her husband’s birthday coming up and he had just smashed it, so she wanted to replace it for him.

We didn’t have any in stock, so I got parts to order her one in.

As she lives in Kibworth, it wasn’t ideal for her to come and collect it, so I arranged for it to be a stop on the parts delivery (with help of Dave Ashford).

It finally arrived yesterday, so I thought to make it extra special, I would wrap it up

She called for me this morning after it had been delivered stating she couldn’t thank me enough and that I had gone above and beyond to help her.

It’s the little things that matter

On Friday last week, one of Chris’ customers turned up without an appointment wanting to measure the boot of a Macan before he collected his on Saturday.

Since Chris was busy, Amy grabbed a tape measure and spent some time outside with him and his wife measuring the boot spaces.

When they looked in the Macan, there happened to be a bespoke boot liner inside which came when we purchased the car from the previous customer.

Now his face absolutely lit up when he saw that such a thing could be made and they had a lengthy conversation about his golfing and how it would be perfect for his golfing buggy.

So speaking to Jamie to make sure it was okay, (and with the help of Lydia) Amy removed it from the vehicle, got it all clean and put it into his new car ready for collection the following day.

Amy wasn’t there when he collected his car but he came in today and greeted her with two boxes of chocolates and many many thank yous, showed ushis nice tidy boot and kept saying how much he loved it.

We had a customer come in yesterday to collect his new Macan and whilst Yasmin was making him a coffee he mentioned that he had just become a proud Grandfather for the first time to a new baby boy!! After looking at all the baby pictures Yasmin remembered that we had a cute outfit on display in the showroom so had it boxed up and gave it to him as a gift for his new Grandson!! He was delighted and very touched by the gesture.

One of our customers who frequently comes in has fallen ill in Hospital with Pneumonia. His son is bringing his car in for some work to be done on the 6th of Feb and we thought it would be nice to order him a box of Biscoff as we have noticed he always asks for a Latte and some Biscoff when he comes in.

Robyn had superb feedback from a Porsche customer but not a Sytner customer.

This could have gone very differently had Robyn not been tenacious in her pursuit of helping the customer.

This was above and beyond getting the car fixed, charged and the customer refreshed leaving with full knowledge of how their car actually works.

“There are few times these days where one meets someone quite like Robyn and she is perfect for a brand like Porsche, she goes beyond what one might hope for and has certainly made me question why Porsche Tonbridge cannot operate in the same why as whilst they are nice people there, they just do not deliver to the same level as Robyn”.

Well done Robyn!

Good Morning, I wanted to send an email to say thank you for the first-class customer service that I was lucky enough to experience on Saturday morning. I have a Taycan that I bought from Porsche Tonbridge, to be honest, it has been a nightmare as there is clearly a problem with the charging units and general electrics- it has been ongoing for several months. I was up in Leicester ( my old home town) for the rugby and trawled the city, finally finding a high-speed charger, however the left-hand port would just not open, the right one has been stuck open for a couple of weeks, and nothing was working. I could not get the car charged at all and called your dealership in desperation. I was told by reception that you would make an exception and allow me to come over and get a charge, I arrived with just 5 miles range left and with a 148-mile journey ahead of me. I was met by Robyn who clearly loves her job and is an absolute credit to your dealership, Lauren found a technician and he was able to both open the left hand port and close the right hand one, the car was put on charge and Robyn spent the next hour and a half setting me up with a new account and teaching me how to use many of the features that I did not understand or even know the car had. She accomplished more than one of the times when my vehicle was taken in by Porsche Tonbridge for over two weeks and I was able to get home safely. I know a bit about customer service as I own the UK’s largest independent catering and event management company, I am involved in Formula I as well as many other sports and we deal on a very high level. Robyn is knowledgeable, empathetic, smart and focused, she made what could have been a very dreary experience enlightening and pleasant, I left with coffee, a brownie and a couple of oranges for the long journey. I left with more knowledge than I arrived with and felt really well looked after. I have Ferraris and Maserati’s and have been taken care of by HR Owen, Bentleys, Aston Martins and many Porches, I have never had such a good customer experience. There are few times these days when one meets someone quite like Robyn and she is perfect for a brand like Porsche, she goes beyond what one might hope for and has certainly made me question why Porsche Tonbridge cannot operate in the same way as whilst they are nice people there, they just do not deliver to the same level as Robyn. Thank you to the dealerships and with special thanks to Robyn,
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Mr Gill worked with us to pick his Taycan up today – his first car with us. He really wanted a 911 turbo but isn’t quite there yet so Alex helped him spec up his Taycan just like the 911 he would eventually want…

The customer has brought his family down to collect the car and loves it. Alex gave him a personalised handover gift – his favourite bottle of whiskey…. Not only this but he has had the bottle engraved with the customer’s name to commemorate the special day
Honestly, the customer welled up and I’m sure is a customer of Alex’s for life!!!

Mr Gill Said to me personally " Alex has been the best person I have dealt with in any business not just car dealerships, He's taken service to the next level "
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We have asked our Hosts to embrace people visiting and not buying a car, i.e families, children, and people who are generally interested in cars.
These people could be customers of the future. It is giving something back to the local community and also creates great word of mouth so we always want to look after them.

Hi

It was my son’s 6th birthday at the weekend and with him being Porsche mad we visited Porsche Leicester as a birthday treat.

We were greeted by Amy Dawson and once Amy found out it was my son’s birthday a bag of treats was presented to my son Tom.

Thank you to Amy and Porsche Leicester, Tom was made up!!

P.S Tom is already saving his birthday money for a 992 or a Cayman and I’m sure he will be doing business with you in the future!!

I had a handover at the weekend and the customer sent through a 14 point check sheet prior to the collection which Luke attended to meticulously.

At the point of handover, the customer noticed a wheel scuff that had been missed and Luke took the car out of the showroom for us and repaired the scuff on the wheel within about 15 minutes. The customer was delighted. Luke really got me out of a pickle at the point of handover.

The customer was delighted, I can’t repeat what he said as he articulated his delight with a few swear words, but he was very pleased!

Louise provided exceptional customer service throughout the sales process.

I wanted to provide some brief feedback on my experience at Porsche Centre Leicester. It is always a well-researched purchase when I am buying a vehicle and I value integrity, value and customer experience.

Integrity
Integrity matters enormously in a trade where I and many others will have had bad experiences. It is a large purchase and while not at the top end of the Porsche pricing scale, I have to say my experience felt that it was. Louise did what she said she would and in the end bettered the terms we initially agreed upon.

Value
We can’t ignore that price drives these sorts of decisions but I could have realistically gone anywhere in the country and very often buy in England because prices are typically higher up in Scotland. I settled on the vehicle for a range of reasons, the price being one but age, mileage, spec mattered too. The willingness to further discount an already well-priced car made me feel like I was getting good value for money relative to the market.

Customer Experience
Louise has been very efficient in calling me, emailing etc when she said she would. I wasn’t kept hanging on for lengthy decisions from managers on terms of the deal. On arrival, the welcome small details including afternoon tea were a nice touch. The gift for my wife was a great way to close off a positive experience. It is these small touches that are memorable.

Overall, I know Louise is relatively new with the dealership but I found her really good to work with and hope she continues to grow with the group.

With thanks,
Alan Thornburrow

P.S. now we are Porsche owners let’s see what the future holds!

Chloe always goes the Extra Mile with any person who enters our business regardless of the nature of their visit. I have had comments from delivery drivers up to customers collecting £200,000 cars and she treats every single person with the same level of service and respect.

This particular event involved making a very memorable experience for a young girl and her father (who weren’t purchasing customers):

This is a message for Chloe and her manager. I was in the area visiting some family and whilst in Leicester and being a Porsche fan, my 9-year-old daughter and I thought it would be nice to visit the local Porsche dealership. We were pleased to see you had a great stock of cars and my daughter was taking pics – she was very impressed with the 992 Turbo S in Crayon! But what made the visit to your dealership extra special was the politeness and warm welcome provided by Chloe.

We were greeted nicely and before we left Chloe very kindly presented my daughter with some posters and a Porsche pencil. This was something we weren’t expecting and was a very pleasant surprise. Not even our local Porsche dealer in the West Midlands has done this, so Jasmine (daughter) will always remember this trip of hers to Porsche Centre Leicester. I just wanted to take this opportunity to say thank you and provide some positive feedback for Chloe. I have a 992 GTS on order with another dealer, but with this level of service at your dealership and the fact I visit Leicester a fair amount due to my in-Laws being here, then I may use your dealership for servicing in the future.

Akil received this amazing review from a customer and went the extra mile as you can see…..

I am compelled to write regarding my experience with my new Macan purchase, which was collected on Saturday. My every request was undertaken without exception and even the recently ordered Christmas presents were beautifully presented to me.

As some background, I was introduced to Akil Blake when my near neighbour purchased his 911 turbo Cab through your dealership. Akil was so enthusiastic in is his support with my neighbour that I thought if ever I were to purchase another Porsche I would speak with Akil. Remembering that Porsche Leicester is not my nearest dealer.

I decided that I would replace my existing 718 with a new 718 GTS and asked Akil if he would help in the process. I now have this car on order with a hopeful delivery of second-quarter 2022 and was delighted again to see Akil so supportive and enthusiastic and prepared to engage with me over many phone calls.

That said I fell out of love with my existing 2019 Macan S and decided to look for a replacement. To my complete delight, Akil was able to get me into a new Macan base without too much delay.

I write because Akil has been so professional in all my dealings with him and the dealership. I can assure you that such brilliant attention to customer service is now so difficult to find.

Please would you let him know how delighted I have been with all his great efforts to keep the two purchases on course and for all the encouragement shown to me to ensure that I order exactly what I wanted.

Following delivery, Akil has been in contact with me to ensure that I was happy with the car and its many features

Akil is a big asset to your company, but I’m sure you know this already.

Once again I congratulate you and Akil for such excellent customer service.

.

Dear Mr Dickinson,

I am writing to commend you on the exemplary aftersales service we have received from your dealership, and notably the remarkable assistance provided by Rebecca Harris.

It has been my experience that complaints solicit a rapid written, or verbal, response, whereas the efforts made are often overlooked, ignored, or considered as the norm. Rebecca has visibly embraced and exemplified the higher level of service principles by communicating regularly. In the various companies I have run, the basic mantra I have instilled in everyone is to communicate even if one does not have the information. It would appear that your dealership has adopted this culture.

Rebecca ensured that we were kept abreast of a search for a tricky sensor, and did not place any pressure on us to return the courtesy vehicle immediately once it was found, and the kind offer of some gifts as compensation for the delay in finding the elusive airbag sensor was a remarkable commercial touch, which can only further ingratiate your dealership with us.

As you are no doubt aware, it is with actions, and experiences such as these that you will be assured that we will be purchasing our next vehicle through your dealership.

We had one Valeter off recovering from COVID and then unexpectedly the other two Valeters on site felt unwell so had to be sent for a PCR test.

Glenn, who was the fourth Valeter, was away and cut short his holiday to come in and get the cars prepared for the end of the month and really saved the day. What a hero!

We received the feedback below from 2 delighted customers who rated Jas 10 out of 10 from start to finish. Well done Jas!

Once again it has been a pleasure in the purchase of our used Porsche and even more so with the added benefit of your expertise, professional attention to our requests and friendly help and advice.

The whole experience from the beginning of the phone call to yourself, too the hand over of the vehicle to my Wife Marian, you made it special.

Throughout November and December, Dave has been going above and beyond to look after his customers. We had an extremely busy end to the year and, off his own back, he delivered cars up to Scotland, twice!

The places he went to were Orkney and Aberdeen, so not even just north of the border. Both of the customers were delighted with David and it is a credit to David that he wanted to help not only the business but deliver a wow factor to both of these customers.

Well done David!

Our nominee this month is Claire, she recently helped us to deliver Prof P’s car back to him.

His car had been in for investigation and he was a little unhappy that we could not find a fault despite numerous diagnostic tests. We offered to deliver his car back to minimise any further inconvenience but the drivers were fully booked for the day and he needed his car back. Claire stepped in and went with Anil to help and got the car back to the customer on time.

Well done Claire for always doing a fantastic job!

What started as a customer complaint was soon turned around when Jaz provided excellent customer service to a customer. The customer believed that his alloy wheel had been damaged whilst his car was with us for a service. Fortunately, Jaz had photos from when the car had been in with us previously and showed the damage was already there. Jaz spoke to the customer to defuse the situation and agreed that we could repair the wheels at a very reasonable price for the customer. He was thrilled.

Thanks for your excellent service and support. 10 out of 10 for your excellent service and getting my issue resolved!
– Mr P

A customer turned up at the dealership recently for his annual service and, due to a technical error, the booking was not on the system and we were not expecting the customer or his car!

Eiren knew from talking to the customer that he had driven up from London so did all that she could to get the car booked in and avoid a wasted journey. The customer was thrilled with the service he received and left the below 5-star review.

A big big thank you to Eiren in service for rectifying an admin error with my booking. Having driven two hours from London to bring my car here, they were unable to find my booking. Eiren liaised with the relevant parties to sort this all out and thus not wasting my journey and time. Overall, a fantastic dealership operating at the usual Porsche standards. Front of house are also welcoming and helpful. All other staff have appeared approachable and friendly. Highly recommended.

Mr H’s vehicle came into us several months ago after Porsche Assistance attended as a breakdown, it came in with various oil leaks, to say the least. We removed the engine to repair and it ended up with needing a major engine repair with parts on backorder.

Day by day and week by week Becky kept Mr H updated via phone and email to ensure that he was involved every step of the process. Once the vehicle was fully repaired, Becky had the car fully valeted, placed in the DDB bay and covered over for the full handover experience. After months without his car, it was important to do this to Make it Special for this customer. He was also given a Porsche wooden transporter including cars as a gift for his son.

Mr H actually brought Becky a thank you card and a cake for Ash who worked on his car!

I just wanted to say a huge thank you to you and the team for all of your hard work and efforts to get my car back fixed and roadworthy! You’ve provided excellent service from the very start and I’m extremely grateful. I can only apologise for all the issues you’ve had with the car and I’m sure there have been times you wish you hadn’t replied to my first email relating to my problems. Thank you again for everything you’ve done!