A gentleman called John came into Wilmslow on Monday 24th. He brought with him a young teenager called Selina. John explained that Selina was the daughter of a friend and that she was visiting over from Pakistan, she’s not been to a dealership like ours before and that she is a massive McLaren fan. While they were having a look Joanne quickly googled how long the flight was to Pakistan, and depending on where you are flying from the UK, the flight is usually between 11-12 hours. Joanne thought it would be a nice idea to get some McLaren literature for her to keep her busy on her flight back. She set about raiding the sales exec’s offices for brochures and found one on the 720s, one on the Artura and one on the sports series. One of the sales executives also gave her a leather McLaren Manchester keyring for her too. When they came to leave, they both said thank you so much and Joanne then surprised her with the bundle of goodies. She honestly looked like she was going to cry! They both left absolutely beaming.

The customer was over the moon with how Joanne had looked after them
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Mr Raithatha suffered the second breakdown in a month on his recently purchased Ferrari California T. Mr Raithatha had the breakdown near Nottingham. Despite not buying the car from us or being local we took the car in and repaired it. Mr Raithatha had promised his nephew a day out in his new Ferrari on a Saturday and due to the short notice breakdown we had no way of getting it back to him in London. Ed from Service and Andy from Parts worked together to deliver the car back to London on a busy Friday night to a delighted client who could enjoy the car with his nephew that weekend, to top it off they took a couple of Ferrari caps one for Mr Raithatha and one for his nephew.

The customer was delighted and sent us a picture of his nephew wearing his new cap!
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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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One of our customer’s little boy is a massive car lover and gets really excited visiting Ferrari. Our customer said it would be great if there were a way to recognise children when they come in to collect cars etc. So Safia organised a model car, a colouring book and some stickers but more importantly, took the time to  hand deliver it to him on her lunch break.

Firstly, thank you for taking my feedback on board. It is much appreciated and the gesture of dropping over the gift was pure class. (In fact, I have told a few people about it as I was very impressed). My son loved the car and the colouring book. I think children coming in would be delighted to receive something like this and I think it will go a long way with your existing Ferrari owners and any prospective owners.
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I received this email from a client regarding our unsung hero Arun who handles the storage facility and client contac.t

I’ve been a Maranello client for a while on the car sales side, only recently using your storage facility.

I have received outstanding service from Arun. Nothing is too much trouble. His knowledge and customer service are second to none. Arun is a great asset to your business.
Ross Arbuckle
Sales Director

I've been a Marenello client for a while on the car sales side, only recently using your storage facility. I have received outstanding service from Arun, nothing is too much trouble. His knowledge and customer service are second to none. Arun is a great asset to your business. Ross ArbuckleSales Director 44 (0) 118 983 3882 44 (0) 788 072 1383 rossarbuckle www.azego.co.uk
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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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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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Alan drives our covered transporter and was delivering a car back to a client in Fraserburgh, on his way back down the motorway to the dealership a young lady was overtaking him and had a blow out which caused her car to swerve into the trailer causing an accident on a very busy and dangerous road. The lady’s car has since been written off due to the extent of the accident.

The lady and Alan were very shaken up but as you can imagine with the incident, the police and the ambulance were soon in attendance.

Thankfully both were physically okay.

Alan kept the young lady calm and made sure she was okay and looked after her even with himself being in shock from what happened.

The young lady's mother has since called me from their home in England to send her most sincere thanks to Alan for making sure their daughter was safe and looked after. It was her first business trip to Scotland and unfortunately, this happened but thanks to Alan for being the kind person that he is he made sure she was okay firstly a truly remarkable man and a credit to the Sytner Group and The Edinburgh Specialist Division.
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We have a very long-standing customer – Mr and Mrs Studholme who have never visited the showroom, despite buying 15 cars from us. We eventually persuaded him and his wife to visit us. Paul  and the Hosting Team arranged for lunch to be provided for them. They really enjoyed their visit and commented on how nice the quiche was that they had for lunch.

Paul was due to visit them in Boston 2 days later, so arranged with our caterers to make some additional quiche, which Paul delivered to them.

Mrs Studholme was amazed at the attention to detail shown by Paul.

As above
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Mr Hancock had come to visit the dealership Friday to see a car he was interested in in our showroom. He liked the car and went ahead starting the process in sales by the time he was all completed it was around 6 pm and arranged the collect his new car next week. Mr Hancock then left the dealership in his Bentley heading home, around 6:30 pm as we were closing up we got a phone call saying he had got halfway home and had a blowout so was stuck at the side of the road. He had called the RAC who said it would be a few hours before they got there as the car would need to be recovered. David Glover who drives our transporter here overheard the conversation and offered to go and pick the car up for the customer.
David drove towards Leicester and picked the car up then drove with the trailer to drop the customer off at home and brought the car back to Nottingham where the next day we sourced a tyre and got the car repaired.

Mr Hancock said he was blown away that the driver here would do that for him and was very happy with his first experience of Graypaul.
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