Steven has recently received a thank you note from a customer who was really overwhelmed with the service received for his warranty renewal. Steven went above and beyond his normal day to day job role and this can be clearly seen with the customer’s wonderful comments. Steven saved the customer over £1000 which has made a massive impact on them and they will be a repeat customer for years to come.

Thank you for taking the time to support and coach Rob in the management of my warranty renewal.  Never underestimate the value of back-office functions and your own contribution to Porsche Silverstone and their customers. Your help saved me over £1,000 and you are directly responsible for generating turnover to the business in excess of £1,000 more importantly. You were key to delivering customer satisfaction that will drive repeat business. Keep up the good work.
– Mr C

Dominic recently joined us from Porsche Centre Leicester to help out due to workload and staff shortages. Whilst here he came in early and stayed late to ensure customers’ expectations were exceeded, he has now become a permanent member of the Porsche Centre Silverstone team and is doing a fantastic job on a day to day basis.

Dominic has played such a crucial part in turning around the service department with wait time for customers and getting their cars in for service, he has managed the daily diary for the workshop and has helped build a better workflow between the workshop and service department. We are fortunate that we have Dominic on a permanent basis moving forward as he is a real asset to the Silverstone team.

Faye has played a key role in the service department over the last month. We have been particularly busy in service due to receiving so many enquiries alongside having a couple members of staff on sick leave which meant we were short staffed.

Faye had scheduled some annual leave but cancelled this to help the team out. She has covered a lot of work over the last month and always has such a positive outlook which has helped massively in what could have been a stressful situation. She’s been a great support to the team and really helped them to continue to provide our customers with a high-quality service.

On the Bank Holiday weekend our Host who was due to work was unfortunately unable to attend as she was unwell. Joanna, who is new to the dealership, cancelled her weekend plans and came in to cover at very short notice, clearly demonstrating that for her customers come first as she knew we were extremely busy with appointments and handovers booked.

Joanna worked very hard over the weekend and Bank Holiday to ensure that all customers were looked after – we have been so impressed with the great start she has made within our team.

On his way home one evening, Ross took a call from valued client Mr W who advised him that his wife’s Macan Turbo was making an irregular noise from the gearbox. It was also driving erratically which was causing her some distress.

Rather than employing the services of Porsche Assistance to recover the car, Ross drove straight to the client’s house and left his Audi A6 Avant for Mrs Whitehouse. He then recovered the Macan to the dealership the following day, where a faulty transfer box was diagnosed. Within 72 hours Ross was delivering the car back to the Mr & Mrs Whitehouse with a bouquet of flowers!

Mr C’s Porsche windscreen wash failed and required replacement parts fitting. He was not happy because he was due to travel to Europe the following afternoon. Carl stepped up for the customer – he left home early the next morning in order to collect the parts from a different centre. He then drove onto the customer’s office in Telford to collect the car.

Carl then went straight to Bentley Birmingham, who had kindly agreed to fix the problem. Carl cleaned the car prior to returning it to the customer and placed cold water in the vehicle. Mr C was disappointed that the fault had occurred but was delighted with the way Carl stepped up and delivered to ensure a positive outcome.

We recently held a customer drive out day to Woburn Safari Park. Our customers and their children set off from the Centre in convoy in a selection of Macan and Cayenne demonstrators. When at the Park one of the children (JC’s daughter) started to panic when she realised that they were going to be driving through the park with the animals. Kellie managed to calm the child down and they went through the park as planned.

After the event, JC came up to me and said we don’t know what she said but it worked and she had a smile on her face all of the way around the park.

Thanks and well done Kellie!

In the last month, we have received three separate emails regarding our Parts Advisor Rita and the service she has provided. The customers have all said how helpful and knowledgeable Rita is and how refreshing it is dealing with someone so friendly and polite.

One of our customers who had a technical query regarding a Porsche Boxster wanted to inform our Head of Business about the excellent service he received and that he was assisted in a friendly and efficient manner.

Also, he wanted to say that he thinks Rita is a true credit to the Porsche Centre Silverstone team.

I recently made an enquiry at your dealership, relating to technical, specification and service information about the Porsche Boxster. I am pleased to say that I received an excellent level of service from Rita Kaminskaite, who assisted me with my enquiry in a very professional manner. Rita is polite, friendly and efficient and provided me with all the information which I requested. She is a true credit to your team at Porsche Silverstone. Keep up the good customer service!
– Mr SW

At the beginning of March, we had really bad weather and 1st March was an exceptionally busy day with customers collecting their cars. Milly and Tracey battled through the elements to be in the Centre for 7:30am and set up breakfast for all the customers collecting their cars.

This was really appreciated by all of our customers and they also said what a lovely welcome it was to have a breakfast buffet while collecting their cars. A lot of our customers’ journeys had doubled in time with the snow so the breakfast buffet and having a meet & greet when the customers thought that there may not be staff on time at the Centre due to the severe weather was very well received.

After recently collecting a Cayenne Hybrid from Porsche Centre Silverstone, Mrs Waud called the business extremely distressed. She was waiting outside her children’s school and was faced with a car that wouldn’t start and a red warning light informing her of a Hybrid fault, with instruction to have the vehicle recovered to her nearest Porsche Centre.

She spoke with Amber who reassured her we’d do all we can to assist, and put her mind at rest. Amber spoke to Mrs Waud’s Sales Executive, Sam Edmonds, and they leapt into action. Amber spoke to Porsche Assist who arranged for the Cayenne to be recovered within the hour and an emergency vehicle delivered so she could get her children home safely.

In the meantime, Sam jumped into a Porsche Macan and drove straight to meet Mrs Waud at her home in Dorset some two hours away. He collected the relief car and left the Porsche with her until her Cayenne was ready to go back.

Additionally one of the client’s children was unwell at this time so Sam arranged for the Waud family to have Sunday Lunch out once he’d recovered. He delivered their Cayenne back with model cars, caps and a few other goodies for the family.

On Saturday at approximately 12:15, Adrian was just leaving the Centre when he took a phone call from a Mr Crawford whose Porsche Boxster was making horrific screeching noises from the brakes.

Adrian asked the customer to drive straight to the Centre and put his car into the Direct Dialogue Bay. Adrian on inspection of the car identified that the brakes contained a lot of stones. With the help of a technician, they removed the stones and Mr Crawford left without charge.

Mr Crawford had not used our services before, having purchased the car from another Centre, and was so pleased with the service received from Adrian that he came in on the following Friday with a box Cadbury’s Heroes for Adrian and booked his car in for a service, now becoming a regular service customer.

Adrian is relatively new to Porsche Centre Silverstone and as this proves he is an exemplary Service Advisor.

Mr & Mrs Burt visited Porsche Centre Silverstone on the 30th of December with the intention of purchasing a new Porsche Macan. Whilst in the showroom Mrs Burt noticed a member of our team taking a Sapphire Blue Macan in part exchange and it was love at first sight.

Mr Burt went on to order his new Macan but said he would love surprise his wife on New Year’s Eve with the Sapphire Blue car, and a deal was concluded by close of play on the 30th.

With a busy year-end already scheduled, we were delighted that both Robin and Clive volunteered to work late on NewYear’s Eve to fully prep the car both mechanically and cosmetically. This ensured that Mr Burt was able to surprise his wife (she was overwhelmed). The dealership ended up selling two cars to Mr & Mrs Burt.

Our customer Mr Clark called Craig at 15:30 one Saturday as a warning light had just come on in his Porsche instructing him not to drive the car. Mr Clark was upset and concerned that he was going to be late for an important family gathering.

Craig leapt into action – he took a courtesy car straight to Mr Clark and arranged for recovery of his Porsche for Monday morning. The fault was rectified and his vehicle was returned quickly with little fuss. Mr Clark was delighted and very grateful for Craig’s quick and decisive action.

Mr Clark contacted the Centre and spoke with Ross Clements, our Business Manager, and asked him to pass on his thanks to Craig for his efforts.

When our events team met a young Porsche enthusiast at a local car show, they decided to send him a model Porsche and some brochures when they got back to the Centre, but Jordan decided to go one step beyond and host the Porsche fan on a personal tour of the Centre!

Oliver visited on a Saturday morning while Jordan works as a host. He took the time out of his day to show Oliver around the Centre giving him facts about the Porsche models and letting him and his dad take photos in the Porsches. After continuing the tour in the workshop, parts department and boardroom, Jordan even arranged for Oliver and his dad to go for a spin in a Macan Turbo – which Oliver thought was absolutely fantastic.

To top off the morning, Jordan had made a goody bag for Oliver with posters, pencils, playing cards and even a small Porsche Lego set for him to build his own Porsche at home. Oliver and his dad were blown away by how special their morning was and couldn’t thank Jordan enough for his time. Well done Jordan for giving an experience that they will never forget!

Sam recently went above and beyond for one of our customers, who isn’t even allocated to him! A customer had a car on order and was due to collect it in a few weeks, but when his plans changed and he needed his car as soon as possible, the Sales Executive he had been dealing with was unavailable to help with the arrangements.

Sam volunteered to deliver the Porsche to the customer’s door…all the way in Wales! Sam worked his day off to ensure that this customer’s needs were met and he could enjoy his new Porsche as soon as possible.

Sam, both the team and the customer are really proud of you for stepping up to deliver a first-class experience for this customer.

Claire went above and beyond for a customer and her baby when they visited Porsche Centre Silverstone for a recent service.

Our customer had dropped her car off for a routine service and walked down to Tesco with her child. Unfortunately, when shopping, the baby was taken ill and she had to rush back for her car to take the baby to the doctors – abandoning her shopping in the process.

Claire went to Tesco to retrieve the customer’s shopping and kept it refrigerated until she had a chance to drop it at the customer’s house later that afternoon. Claire also rescheduled the service for the customer’s car for her. The customer was very touched by Claire’s thoughtfulness and willingness to go out of her way.

Well done Claire for supporting this customer in a stressful time!

If Sarah is not running Race for Life for her preferred charities, then she is always looking to do the right thing for both her colleagues and customers.

Most recently, the Centre received a phone call from a member of the public who had travelled down from Manchester for a weekend in Northampton and was hoping to visit Silverstone race circuit (believing that it would be open to the public). The gentleman had promised his daughter, who has learning difficulties that she could see her favourite Porsche vehicles on the race circuit and was very upset, having been turned away by the security team. The gentleman and his family were invited to our Centre and given a Porsche Centre Silverstone welcome including a drive in our 911 GTS and Porsche Caps. Sarah hosted the family and then phoned the Experience Centre to arrange for them to attend the Centre and to be driven in a Porsche around the Experience Centre track. The family were beside themselves with joy and absolutely delighted with Sarah for taking the time to look after them so brilliantly.

Well done Sarah for showing the caring side of Porsche Centre Silverstone and delivering a special experience they will never forget!

Gee joined our centre at the end of May and is a fantastic addition to the Aftersales Department. Among the numerous reports of outstanding service we have had from customers about Gee, this one stood out in particular as a fantastic example of how Gee has already embodied the Sytner principle of ‘Making it Special’.

Just want to take this opportunity to say a big thank you to your Porsche Service Centre for the outstanding experience and service I received during my visit and car being serviced. In particular Gee was brilliant and that is an understatement, he went over and beyond to help including a lovely gesture for offering my children small gifts which he didn’t have to do. Keep up the outstanding work sir, it’s people like yourself who are a face to your business which will help retain and bring in further business. I will highly recommend your centre to friends and colleagues who also own Porsches.

We have received on average 3 similar emails a week which is a fabulous endorsement of Gee’s attitude and commitment to giving great service to our customers.

Well done Gee for delivering such brilliant service whilst still learning a new role!

Mac showed the whole team what a special handover looked like in May.

The customer was picking up her brand new yellow Boxster on her birthday. Mac made sure to make it a birthday to remember.

As the customer was having a busy day, Mac decided to organise some lunch for the 1pm handover, but didn’t stop there. Mac picked up sunflowers (her favourite flowers), a large yellow bow, and some Champagne to celebrate.

The customer was overwhelmed by the effort and thoughtfulness that went into the gesture. Mac made sure the birthday was a special one and the customer went away with a smile from ear to ear!

Well done Mac!

When Laura’s customer was picking up his car on his son’s 8th Birthday, Laura decided to make sure the handover was extra special.

The customer had often spoken about how much his son loved motorsport, so Laura arranged for them to have two tickets to the Carrera Cup in September. Laura bought a birthday card for the customer’s son and made some special VIP lanyards for them both to wear to the Carrera Cup and a pretend ticket made out to the Birthday Boy.

The customer was extremely grateful for the gesture and his son was over the moon with his cool Porsche lanyard and the gift of a day out to the racing with his Dad!

Well done Laura for ‘Making it Special’ for this future Porsche owner! It is certainly a birthday he will remember!