When we had our showroom and office refit and changes to corporate identity, Graeme helped to relocate furniture across the dealership so that it was a seamless transition from a customer perspective. He helped to utilise all of the old cabinets so that we could more easily store customer records.

Graeme always steps in to help drop customers to the station or arranges to pick them up, in addition, he helps both the Sales and Service teams to drop cars off to customers. All round he is a real support to all departments in providing a high quality customer service.

Andy recently popped in on his day off to collect some personal belongings; when he arrived he noticed a customer who he had dealt with on a previous visit.

The lady had a fault with her vehicle and brought it in on her way past as the heating wasn’t working and she was due to do a lengthy drive the following week. Andy began talking to her whilst she waited for a technician and offered to assist.

He arranged with the customer to collect her vehicle on his way into work the following day. The customer was so impressed that Andy was willing to do all this whilst on his day off and was really grateful that he collected the vehicle in his own time the following day.

This is not the first time Andy has gone out of his way to help customers, well done Andy.

Daniel is our nominee this month. He has made a great effort in moving from his previous role as Parts Advisor at the dealership to his new role as Service Advisor, which is not an easy transition.

When we had a shortage of staff on service reception, Daniel helped out and supported the team. He did such a good job that when it was confirmed that one of our team wasn’t returning from maternity leave he was offered the role.

Whilst he has been a service advisor before at Ford, this is a different environment completely. He is always very enthusiastic and happy to take customer calls to see what he can do to help and works really hard to ensure he gives great customer service.

Our nomination for September is for Michael Elliott and Jackie Ware for going above and beyond the call of duty.

During our recent refit they have both taken on the role of helping to move most members of the dealership team from their offices to new locations in the dealership and then back again when the work has been carried out. This has involved relocating computers and switching telephone lines around, taking up valuable time from their already busy roles.

We couldn’t have done it without them, allowing the team to continue to provide our customers with the best possible service despite all the upheaval. Thank you and well done.

Our hosting team frequently receive great customer feedback and recently both Jane and Emma have stepped in and offered to take customers to the station to help out their colleagues and ensure the dealership continues to provide a high level of customer service.

A first class service from dropping me off at the station to the collection of my car. Everyone is so polite and enthusiastic, I will always have a Porsche for the service at your dealership. You even found a replacement badge for my anniversary 911.
– Mr W

Steve Barr, one of our Service Advisors, recently had a customer coming straight to the dealership from the airport to collect his car.

The customer rang up in a panic earlier in the day as his flight had been delayed and was worried about how he would get home. Steve agreed to stay until the customer arrived which was meant to be around 6.30pm but, due to a further delay, the customer didn’t arrive until 7.30pm.

The customer was blown away by Steve’s flexibility to help and couldn’t thank him enough.

Well done Steve!

Hannah has been very proactive in giving our customers and their families some great events to attend. The feedback from our customers on our 70th Open Day (to celebrate this anniversary for Porsche) was excellent, particularly because there was plenty to do for children. The quality of the event was remarked on by many of the nearly four hundred customers that attended. She also held an Owners Club event on the previous evening as a special preview evening.

Hannah has also arranged a Supercar Sunday here, which has drawn together our customers and allowed them to invite a friend to bring along their cars. Again, a really inspired event.

Conscious that many of our customers are women (and as Mary Portas confirmed, are 80% of the decision makers) Hannah arranged a ladies-only trip to a new Michelin star restaurant in Brighton, a trip to Hickstead for ladies not known to ourselves, hosted by herself and a female show-jumping journalist.

Hannah is coming up with some great ideas to wow our customers and prove that the relationship with us is as much about the lifestyle benefits – not just the car.

David ‘Bumper’ Brown is doing a great job, as well as juggling his Health & Safety role, he is the point of contact for all facilities including looking after the new site. Recently, he took a phone call at 4.30am to sort out the alarm going off.

He does all the H&S paperwork and new starters H&S inductions. David has many strings to his bow and when it comes to going beyond the call of duty, he is always running here, there and everywhere to meet requests for help particularly where it involves customers. He is happy to run a customer home, on occasion dropping everything to do so as well as providing a listening ear.

Our Hosts have recently been spending a little time in service, particularly with the Service Advisors, and one of them commented on how well both Jeremy and Stephen deal with customers on the phone and in person. This is despite being under a lot of pressure as they are under-staffed in their department with one team member currently on maternity leave.

Both have a very ‘jolly’ attitude and are extremely helpful to the customers (and to the Hosts while on service) and sometimes seem to get the rough end of the stick as they are not always appreciated for what they have to do.

I take my hat off to them both.

Bruce is our nomination this month. He has given a fantastic performance, delivering 28 cars throughout March, whilst ensuring that each customer receives an extraordinary experience. Bruce has received great feedback from customers on Porsche Passion.

Bruce Copping is simply superb at his job, very knowledgeable (I asked lots of detailed questions about the GT3 – a complex car- all of which he could answer), very amicable, and very professional. I was not sure if I wanted to buy a GT3 when I first met him. He was very patient and I can honestly say made the difference between me buying a car or not. And I love the GT3!

Bruce Copping is a highly experienced and polished representative for the Porsche and Sytner brand.

Bruce Copping’s knowledge of the Porsche brand was second to none.

Bruce consistently delivers a professional, knowledgeable and exceptional service to customers, regularly going above and beyond to ‘Make it Special’. He is an asset to the Sales Team and the Porsche brand.

Well done Bruce!

Jason is our nomination for this month for his commitment to delivering great customer service no matter what. On this occasion he was already juggling three jobs at once on that particular day, which is hard as it is, when a customer’s Hybrid Cayenne decided to make the day even more complicated.

It was 17:30 and Jason was already staying behind to get all his tasks completed for our customers collecting on that night when the Cayenne had an issue with oil measurement. Jason had at first said he would rectify the issue in the morning as this is when it was due to be completed, however, the customer had called and explained he really needed his vehicle back asap.

When Jason heard of this he took it upon himself to figure out what the issue was and rectify it as soon as possible. The customer was already waiting in the café and beginning to become a little agitated. As a precaution, we had decided to find the customer a loan vehicle, however, by that time (now 18:45 pm) Jason had resolved the issue. The customer was made up and extremely grateful and thanked Jason personally as well.

Although he is very new in the role and has not done the Service Advisor’s role before, he is extremely enthusiastic and helpful with customers and particularly with more challenging problems; his customer handling skills have been very good.

He has gone out of his way to give our customers a great experience by offering to run their cars back to them or collect them out of hours personally.

Stephen has also excelled at carrying out the accompanied direct dialogue inspections with the customers giving them best advice – feedback on Porsche Passion from our customers has been very positive about him.

Emma is our nominee for December, for consistently providing fantastic service to our customers, whatever the situation.

For example, making sure hungry customers get crumpets and tea and doing it with a smile on her face, helping customers out of bushes when they have fallen over, advising a customer how to make sure his child goes to sleep and stays in his own room; basically being an Agony Aunt for our customers whilst smiling and remaining jolly, no matter what is going on around her.

She’s a great asset to the business and goes beyond the call of duty each and every day.

Jane was approached by a member of the Weald Classic Club, asking whether it would be possible for us to host an award presentation for 8-year old Noah, after he won a competition they were running. Not only did Jane accommodate this request, but after finding out Noah was an avid Porsche fan, she organised for the family to come to the centre, a presentation to be made and then gave Noah and his brother some fantastic Porsche goodies.

To top it off, she helped organise for Noah to be taken out for a spin in one of the latest models. The young boy and his family were completely overwhelmed with the generosity and Weald Classic Club said:

Will you please convey thanks on behalf of the Weald Classic Vehicle Club and the Kirbyshire Family to Andy Crabb and all of the Centre staff who were involved. A great experience!

Noah was too overwhelmed to say too much but did say he would enjoy the prizes and keep the Porsche water forever.

In October we have had major staff shortages with Hazel and Jeremy off, leaving us with one Service Advisor.

Despite that, the whole team have pulled together and really helped by going the beyond the call of duty in many different ways to keep the wheels turning.

Also, we have maintained our position in Porsche Passion despite the staff shortages, a great team effort to continue ‘Making it Special’ for our customers in really challenging circumstances!

Jackie is a vital member of the Service Team, consistently providing a high level of service to all our customers, and has been instrumental in the recent Workshop Standardisation process in the Porsche network. Through Jackie’s hard work we have been accredited by Porsche as the first ‘Centre of Excellence’.

This month we would like to nominate Michael. He has worked for the Company for several years and always goes out of his way to help everyone.

If there are cars to move on site or cars to be delivered, customers to run home or collect even if it a long distance (London) he will always take them even if it’s late in the afternoon and impacts on his evening.

He is extremely loyal, great with customers and is a real asset to the company.

Our nomination this month is for Tiffany for going beyond the call of duty.

Tiffany has been very proactive at generating money for the local charities – in the last six months of 2016 she raised £20,878.00, so far this year in seven months alone she has raised £40,478.00.

She has been very entrepreneurial and included different charities and fun activities, such as cake making and entering a team from the Dealership in an “It’s a knockout competition”. As part of this she has also engaged with many of our customers, in particular our female customers, to get them involved in generating charity funds as well which has brought some great feedback from them too.

Well done Tiffany!

Paul has been to assist the Service team at Porsche Silverstone during three of the weeks in June after some new team members joined there, to help them get on top of their warranty claims and train the team in the warranty process so that they can better help their customers.

By helping to train them on the invoicing of the work, it has also assisted the team in teaching them the correct process for workshop standardisation which, in turn, will make it a smoother process for their customers when booking their cars in.

Thanks Paul for literally going the ‘Extra Mile’ to help the team!

Our nomination is for Jane who received the following feedback from a customer:

The lady on reception arranged for me to have access to a private meeting room so that I could join an urgent video conference call for my work. This was above and beyond what I expected and helped enormously. I did not ask for this, she could see I needed some help and was extremely pro-active. For me this was above and beyond what I expected and much appreciated. Thank you!

She also realised that one of our customers had borrowed a Cayenne from us for his daughter’s wedding so she organised to have some flowers sent from us. The customer was so very impressed and grateful.