A lady whose brother has terminal cancer contacted the Centre to ask if she could make her brother’s wishes come true before it would be too late to do so. His dream was to be a passenger in a 911. She contacted reception and Rosy passed on their details to Harry our Porsche Pro who contacted them to arrange a special visit.

Upon arrival, the gentleman was provided with a Porsche Cap as the 911 was a convertible and had plenty of photo opportunities before Harry took him out for a memorable driving experience, explaining the Porsche Brand and the 911 in detail. Harry even dropped the gentleman back home where his sister and family were waiting to take more photos. Harry went above and beyond and invited the family to the Centre’s 75 Anniversary celebrations and was on hand to welcome them and personally show them around the fantastic cars that were on display.

The feedback was fantastic; they wrote a letter to Harry and Terry the Centre HOB as well as sent a personalised thank you card. I'll send these in a separate email to Lara.
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A customer contacted the business politely requesting that his wife could experience a Porsche for her 60th birthday. Having never been into a Porsche centre before he wanted to make her birthday a special experience as they are both huge fans of the brand but have never been able to own one.

Sam our Porsche pro picked up on this, arranged flowers for her on arrival and spent time showing them around the business; giving her the opportunity to take pictures in the cars, speak to staff about the brand and Group as well as take them both out in a Taycan and 911.

She was close to tears and overwhelmed with the whole experience, especially the way Sam treated her and her husband.

Hi, team @Porsche Solihull Just a quick follow up email to say thank you for your kind hospitality on Friday 6th May and for making Jayne's day a memorable experience. To you guys, I'm sure it's pretty much run of the mill stuff but we don't get to experience this kind of thing that often and I know Jayne really enjoyed the day and the whole experience.
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Anna arranged individual cupcakes for a customers 6oth birthday that coincided with him collecting his brand new Porsche. She also arranged flowers, balloons and a special greeting message for when the customer arrived at the Centre. He and his family were absolutely blown away.

Hi AnnaI wanted to reiterate my sincere thanks for all your help and assistance to secure my new car, which I absolutely love!!We were absolutely blown away by the thoughtfulness and generosity of the really wonderful gifts you gave me!! Its an experience I will certainly never forget!! Following this great service, if ever I can help you or the dealership in anyway please don’t hesitate to ask…..having reflected upon it you have fully converted me into becoming a real Porsche fan.Please also pass my thanks on to Peter for his time and Sam for his great photos!!Have a great weekend……I certainly am!!!
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A gentleman from Manchester came into the showroom one Friday with his three young Grandchildren who are Porsche mad. The reason he was visiting Solihull was that they were all attending a relative’s funeral locally so he wanted to cheer the kids up. He ended up contacting me and wanted to emphasise how delighted he was with the front of house and how welcoming everyone in the business was, particularly Maureen who showed the kids upstairs to take photos of the cars, arranged Porsche Caps & Chocolates with no pressure and in his own words got a great vibe in the business and all of the staff that were so welcoming.

He visited Porsche Chester the following morning (his local Centre) as a previous customer of theirs wanting to place an order on a 911 after looking at our Showroom car. They declined to let him look around and would not open the car in the showroom as he didn’t have a prior appointment… He has now placed his order through Solihull on a new 911 factory order due to the care and attention received from Maureen and the front of house team.

Chantelle was new to Porsche and Porsche Solihull, having only joined us in November 2019. In her first 3 months, she has quickly learnt the Sytner and Porsche way of delighting our customers and we have received some great feedback from a number of customers, an example of which is below. I am sure she will continue to develop and delight our customers for some time to come. Well done Chantelle keep up the great work.

Previously my Porsche was maintained by Wolverhampton until I had a breakdown issue (repeated despite Wolverhampton twice addressing the fault) and was in close proximity to Solihull... I can honestly say the level of service and quality of the work done at Solihull is exceptional. I have not had to return the vehicle following any work carried out, faults have not resurfaced. The courtesy valeting following extensive work is done with very high attention to detail, it softens the blow of the bill a little. Thanks, Porsche Centre Solihull!
– Miss G

Mr & Mrs R (new to the Brand) were taking delivery of their Macan on the same day as the Macan Owners Club event at the dealer.

Nigel overheard them say that they were going to drive down to Caffeine & Machine in Stratford, so he spoke to Nina and asked if she could meet them and make them part of the event. Nina of course did and asked them to join the drive out which they did and they also joined the group for lunch. Nina introduced them to Mike Allen with the prospect of joining the Macan Owners Club.

Being new to Porsche, they thought the whole thing was fantastic and exceeded their expectations, they had never experienced such service and attention with other brands.

Mr P collected his Boxster S last week and, during his purchase, he mentioned his hobby of ‘Hill Climbing’ with his 3 historic MG cars. Christie decided to arrange tickets for the opening day of the 2020 Goodwood Festival of Speed event. On handover, he was so overwhelmed and speechless.

His friends who accompanied him for the handover were so impressed they sent a separate email to Christie saying:

Lovely to meet you, we had a great day watching Terry pick that stunning car up and going the Extra Mile with his gift. The gift was a very touching detail that is now a memory for him and for us to be a part of – thank you for inviting us.

Well Done Christie personalising the handover and creating a special memory.

Mrs N collected her new Macan from ourselves at Solihull. Whilst collecting her part exchange from her home a few weeks prior to delivery, Chris noticed that her taste in décor and collectables was very Art deco and that she was a lover of Champagne.

Chris thought that the perfect handover gift would be a pair of gold, vintage Champagne flutes. These were presented at handover, filled with (non-alcoholic) Champagne.

Mrs N was brought to tears and said it was far more than she expected and thought the Champagne flutes were better than the car. Well done, Chris, for making the handover very personal and unique.

One of our customers recently purchased a new Cayenne from Nigel but found the new technology challenging and he was struggling to charge his phone and use it in his car, he visited the supplier of his phone and couldn’t get what he wanted. He called into the Centre and it was Nigel’s day off so Christie helped him and explained what was required. She then organised to get him a lead for his car, went to his house, installed it and demonstrated how it works to him in a clear and simple way. He was very happy with the service provided by Christie. A good example of working as one team.

Tristan was making his follow up calls and whilst speaking to his customer, the customer revealed embarrassingly that he had just run out of fuel in his car. Tristan straight away told his customer he would come straight to him with some fuel. The customer told Tristan not to worry as it was his fault he would wait for the recovery company to attend, but Tristan persisted and went and assisted the customer who was absolutely delighted with Tristan’s level of customer service. Well done Tristan.

Maisie is currently one of the top performers for Porsche Passion, she continues to strive for ways to improve our customer experience and to ‘Make it Special’. Just recently she decided to give Mr C a proper Porsche handover on his vehicle after repair work has been completed.

Mr C had recently purchased his Porsche outside of the network and didn’t have the normal Solihull Porsche handover experience as well as his vehicle also developing some faults very early on. Maisie jumped straight into the action with a booking date that suited the customer, the next day, and then proceeded to negotiate with the third party on the customer’s behalf to get his car to correct standard; Maisie was determined to ensure this customer was made to feel special.

We had the work completed within the timescales but Maisie wanted to push the envelope so arranged for the valuators to clean the vehicle to showroom standards and then had it brought into the showroom and put undercover. The customer came in for collection and didn’t realise his car was sitting right behind him under a cover the whole time. With the help of the rest of the service advisor team she revealed his car in all its glory, the customer was speechless and over the moon.

Maisie really thought about the customer and his needs and what’s even better is this didn’t cost a thing.

We’re nominating Jordan for all his excellent feedback on PPR (customer survey). We have had numerous positive returns since Jordan joined us, with many customers choosing to give personal comments about him.

A customer, Mr R requested a call from myself after giving excellent feedback on a survey for Jordan. When I contacted the customer, he expressed further praise for Jordan and wanted to ensure he got his recognition.

Well done Jordan!

Jordan went above and beyond my expectations. He proved to be most receptive, helpful and accommodating. Thank you so much to Jordan for his friendly, enthusiastic nature whilst dealing with me. A great member of your team. Thoroughly enjoyed the whole experience. They made it easy and uncomplicated. Have had very different experiences with other car dealers so I absolutely appreciate Porsche. Well done!
– Mr R

Mrs S had purchased a 911GTS for her husband’s 40th birthday. The day for collection arrived and unbeknown to him, Matt had arranged for the delivery to take place at the Porsche Experience Centre at Silverstone in a dedicated handover bay.

Matt collected them from their home and drove past our Centre saying he was taking them for breakfast. Once at Porsche Experience Centre, they had breakfast and said they would like to take a look round whilst they were there. They arrived at their handover bay, a switch was flicked, the frosted glass disappeared and there was Mr S’s car. He burst into tears and both of the customers said it was one of the most memorable days of their lives.

Well done Matt.

Mr S ordered a pre-owned Macan Diesel from Chris and this was his first Porsche purchase experience. He was extremely excited about collecting his car but, due to circumstances out of his control, he could not get here on the arranged date. Not wanting his customer to feel disappointed, Chris re-arranged his afternoon and took the car to the customer’s house and handed the car over there.

Mr S was absolutely delighted as his comments below show:

Chris was probably the best salesperson we have ever dealt with, even though there was an issue and we couldn’t pick the car up when arranged, this was dealt with to our complete satisfaction with Chris delivering the car to our door! Very impressed!
– Mr S

Two hours after James had finished work for the day, one of the sales executives received a call from a customer who owns a Panamera (that he bought from Silverstone) who was travelling over to have a look at one of our 911’s. Whilst on the way here, his tailgate would not shut and he was heading to see family in Nottingham overnight so he wouldn’t have been able to lock the car and it was due to be parked on the street.

He rang us, due to him being incredibly concerned and asked if there was anything we could do. When he arrived, the sales executive had a quick look and realised it was way beyond his technical means (which pretty much stops at filling a car with fuel), so he rang James saying how desperate the customer was. James drove straight back to work and fixed the car for free which took over an hour. The customer was absolutely delighted.

Paul was returning from a morning of parts deliveries and as he was approaching the brow of a hill he saw that a lady was broken down in the middle of the road with a piece of metal wedged under her car. Paul made the road safe by using our delivery van with hazard lights on and proceeded to raise the car up on its jack and removed the piece of metal, he inspected the car for further damage and the lady was able to carry on with her journey. She phoned our Parts Manager to say how grateful she was for the assistance Paul gave.

A great example of helping others when the need arises and fantastic PR for the dealership.

Matt Allen sold a 718 Boxster in the colour ‘Rubystone’ to Mrs B. Matt noticed her love for the colour as she was wearing a top in the same colour and also that she loved leopard print.

Prior to handover Matt went shopping and found a nail varnish which was the perfect match to her Rubystone paintwork, Matt also complimented this with a leopard print scarf to match her boots which she was wearing when she collected her new car.

The customer was overwhelmed and emotional with the attention and for the thought that Matt had put into handing over her car and making it so special and memorable.

Mr T had an issue with his car and contacted Tony. Tony arranged for Mr T drop the car in where he inspected it with Tony gave him all the reassurance he needed to the point that Tony arranged for Mr T to have a Macan demonstration, whilst he left his car with us to repair.

Tony was thinking of the bigger picture and absolutely delighted the customer.

The overall impression from the day was that the car had been expertly maintained and that I was valued as a customer.
– Mr T

Mr F ordered a used 911 GT3 from Tris and he had arranged to drive up from Poole and meet Tristan look at the car and have a test drive. He, unfortunately, got held up and didn’t arrive the dealership until close to 6.30pm. Tristan stayed, welcomed him and carried on as normal leaving work after 8.30pm (and the customer feeling very special). Tris picked the customer from the train station following Saturday when he came to collect, handed over the car and had arranged a lunch stop for him at Caffeine and Machine on his way home, all fully paid for.

He was completely wowed by his experience.

It really was well above and beyond and topped off what was a fantastic experience from beginning to end. Clearly, Dean has trained Tris very well. I hope the above has given you a sense of the lengths the team at Solihull went to, to ensure this special purchase was just that. As I said, I’ve had numerous dealings with other Porsche dealers, BMW and Audi over the years. This experience is head and shoulders above anything I’ve had before.
– Mr F

Mr S was new to Solihull and travelling to purchase a new vehicle (Cayenne Hybrid) whilst nursing a serious medical condition, resulting in him being fatigued on arrival following his journey so, we arranged lunch and drinks for him and his family.

We also discovered that the 911 was a car they had always loved and Chris took them out individually to experience that model even though they were buying a Cayenne. Following his purchase, we arranged refreshments to take back on his journey home. We continued to make his experience special during handover and after delivery.

Had a wonderful experience buying my car from this dealership. I have previously bought a vehicle from Porsche West London (local dealership) and I can tell you the service at West London, does not compare to the exceptional service you will receive at Porsche Solihull. Chris Hitches, Ian Nieuwstadt & Nigel Davis were amazing, the process was simple from start to finish and vehicle handover was an experience that will not be forgotten. The dealership even contacted me a few days after collecting the vehicle, to ensure that I was happy with my purchase and the service received. Will definitely buy all my vehicles from Solihull in future, certainly worth the 4-hour round trip! Well done Sytner Group, keep up the 5* service!
– Mr S