Amber had booked in a Mrs Kershaw for her annual service, with one of the drivers collecting the Porsche from her work address. However, the day before we were due to collect her car the customer called to say we would need to collect it from her home address instead as she was too ill to go to work. Amber made the appropriate arrangements for the customer but also went one step beyond her day job!

Amber put together a “Get Well Soon” package for the customer – including a card from the team, orange juice, grapes, magazines, a puzzle book and (of course!) some chocolate.

She arranged for the driver to give this very thoughtful package to Mrs Kershaw when he collected her keys, and she was delighted at the gesture. Well done Amber for making this customer’s day much better!

While covering reception, Emma noticed that a young mother was struggling with her bags as she entered the Centre. Emma was quick to help her find a seat with enough space to get settled while she waited for her car to have its MOT.

Unfortunately, as babies do best, the customer’s son was sick on her brand new scarf. Emma offered to wash the scarf for her, but the customer wanted to have some time to clean herself up so Emma was left literally holding the baby! Emma ensured that any other items that had been dirtied were clean and a fresh glass of water and coffee were ready for the customer when she came back from the bathroom.

Our customer was very pleased with the customer service and thanked Emma as she helped her to her car with her things at the end of her appointment.

A few weeks later, the customer’s husband was in and personally thanked Emma for being quick to lend a hand even if the circumstances were a little unusual!

In January, one of our customers phoned in to the Centre as her AdBlue warning light had come up on her Cayenne. We knew that Mrs Ethell had recently had a baby, so when taking the call, Amber knew it would be difficult for her to make it into the Centre with her 3 young children. Mrs Ethell needed the car the following day and Sean offered to drive to her house first thing in the morning to ensure everything was ok with the vehicle and top up her AdBlue. Sean left his house early doors to ensure he could help Mrs Ethell and still arrive at work on time!

Sean went above and beyond when he got to the Cayenne. Not only did he top up the AdBlue, but he cleaned the windscreen and checked the lights, levels and tyres were all ok for the onward journey. Mrs Ethell was very impressed with the prompt service and thanked Sean for going above and beyond to help her.

Well done Sean!

One Saturday in the run up to Christmas, Russell was just about to leave work for the day when he overheard a customer had broken down on the way to a wedding in their 997.

The customers were frantic at the thought of being late to the wedding and shaken up by the car breaking down while on route. While the couple were seated and given a cup of coffee with a mince pie to calm their nerves, Russell launched into action to fix their Porsche as quickly as possible. Once the faults were cleared down and Russell had test driven to ensure the car was 100% safe to continue the journey, he handed back the keys to the customers who made it to the wedding in time.

Russell proved true commitment to ‘Getting it Right’ and ‘Making it Special’ by giving up his own time to ensure that the couple would be able to continue safely on their way.

Well Done Russell!

Jordan has been part of our team for a little over a year now and has made a great impact on the department already with his enthusiasm for the brand and his helpful nature.

Recently when a customer was looking for a Christmas present for her husband, she was overwhelmed by the attentive service she received from Jordan while visiting Porsche Silverstone. Jordan spent the afternoon with her making sure she was able to select the best gift possible for her husband, who is a Porsche enthusiast. After perusing the display, Jordan thought of something much more special for her husband and even offered to gift wrap the high value GT3 Shelf for her in Porsche wrapping paper!

This has now sparked a centre initiative in which we will now be offering a Porsche wrapping service over the festive period – Jordan’s kind offer to one customer will now ‘Make it Special’ for many people over Christmas!

Well done Jordan for taking the time to find the perfect gift for a Porsche enthusiast and for making the centre more special this Christmas!

Tracey is an enthusiastic member of our team who is willing to help anyone and will always go the ‘Extra Mile’ to ensure a customer receives the best service possible.

As well as doing a brilliant job of hosting on the front desk, Tracey recently took on the added responsibility of overseeing the Porsche Drivers Selection Shop. Her duties include making sure the shop is welcoming to customers and is always presentable and accessible, but Tracey has brought so much more to the role. Her enthusiasm for the brand combined with the way she greets every customer with a beaming smile, has definitely contributed to sales and even lead to the highest rank of a Gold pass in the PDS audit.

This achievement is testament to the effort Tracey has contributed and her warm and friendly approach to customers. She will even go out of her way to wrap up birthday presents in Porsche paper before the customer leaves the shop, often staying late in her own time to ensure that the customer has a fantastic experience and walks away feeling pleased with their purchase.

Well done Tracey for everything that you do for the customers and for ‘Making it Special’ for them!

At the start of September one of our customers was recovered to our Centre, she had packed her car to the rafters full of her daughter’s things to take her to her first year of university.

The car needed extensive repairs immediately, and the lady became very distressed at the thought that her daughter might miss the start of her course the next day. Mark sprang into action when he heard and instantly found her a replacement to complete the rest of the journey. He helped her to unpack her broken down car and they continued their journey. In the meantime, Mark liaised with the Parts and Service departments to ensure that her car was ready to collect the next day on the return trip from dropping her daughter off.

Mark showed extreme attention to detail and acted quickly to resolve the customer’s problem – to show her gratefulness for everything Mark did for her, she may be purchasing a new Macan from him over the next few days – well done Mark!

Due to unavoidable overlap of absences in our Reception team, the front desk was looking a little bare at the start of August.

Charlotte, our Accounts Assistant, was happy to help out at the busy time. To make sure that month end was properly seen to at the same time, Charlotte was even taking her own workload downstairs with her to make sure she could close the accounts during quiet times. Charlotte showed her ability to multi-task by displaying her professional hosting skills while finishing the accounts and was complimented by the customers for her warm greeting and friendly service.

Charlotte has shown fantastic team spirit by stepping in to ensure that every customer was greeted in a true Porsche fashion, especially as this meant that she would have to stay behind to finish up her own work most evenings.

Well done Charlotte for giving the customers fantastic service at a busy time!

On a Sunday evening, Mark Cahill received an email from PCGB asking him to contact a Porsche owner who had left his car at Porsche Centre Silverstone on the Sunday morning.

The owner had left his car at Porsche Centre Silverstone for the day without informing the Centre while he attended Silverstone Classic over the weekend. When he returned on Sunday evening to collect his car, it was locked in behind the barriers.

Mark realised from the email communication he was sent that the customer did not live close to Silverstone, so it would be a considerably long journey to return to get the Porsche on the Monday. Mark contacted the customer directly to arrange him collecting the car Sunday evening so that he could continue his onward journey.

The customer was very happy that Mark was willing to give up his own time to help him get his car out, especially as he was not a customer of the Centre with living so far away. He said he will walk away with a fantastic lasting impression of Porsche Centre Silverstone and their Aftersales Manager.

When a customer was pressed for time and needed his car delivered to Edinburgh as a matter of urgency, Carl offered to help.

Carl trailered the car up to the customer to avoid putting any extra miles on the car for him. Carl gave up his own time on his Saturday off just to make sure that the customer was ready for a touring holiday that he was about to embark on, which wouldn’t have been complete without his new Porsche!

When Carl arrived with a bottle of Champagne for the customer to enjoy, the customer was delighted with the fact that he had gone the ‘Extra Mile’ to help him out and could go on his holiday with a big smile on his face.

This is not the first time Carl has selflessly volunteered his own time to ensure that a customer has had their new car delivered in time, and he often will go beyond the 9-5 call of duty to make sure a customer’s first impression of their new Porsche is a good one.