I had a handover at the weekend and the customer sent through a 14 point check sheet prior to the collection which Luke attended to meticulously.

At the point of handover, the customer noticed a wheel scuff that had been missed and Luke took the car out of the showroom for us and repaired the scuff on the wheel within about 15 minutes. The customer was delighted. Luke really got me out of a pickle at the point of handover.

The customer was delighted, I can’t repeat what he said as he articulated his delight with a few swear words, but he was very pleased!

Louise provided exceptional customer service throughout the sales process.

I wanted to provide some brief feedback on my experience at Porsche Centre Leicester. It is always a well-researched purchase when I am buying a vehicle and I value integrity, value and customer experience.

Integrity
Integrity matters enormously in a trade where I and many others will have had bad experiences. It is a large purchase and while not at the top end of the Porsche pricing scale, I have to say my experience felt that it was. Louise did what she said she would and in the end bettered the terms we initially agreed upon.

Value
We can’t ignore that price drives these sorts of decisions but I could have realistically gone anywhere in the country and very often buy in England because prices are typically higher up in Scotland. I settled on the vehicle for a range of reasons, the price being one but age, mileage, spec mattered too. The willingness to further discount an already well-priced car made me feel like I was getting good value for money relative to the market.

Customer Experience
Louise has been very efficient in calling me, emailing etc when she said she would. I wasn’t kept hanging on for lengthy decisions from managers on terms of the deal. On arrival, the welcome small details including afternoon tea were a nice touch. The gift for my wife was a great way to close off a positive experience. It is these small touches that are memorable.

Overall, I know Louise is relatively new with the dealership but I found her really good to work with and hope she continues to grow with the group.

With thanks,
Alan Thornburrow

P.S. now we are Porsche owners let’s see what the future holds!

The best customer feedback you could receive from a sales customer:

I became a Bentley owner today for the first time and I cannot thank the staff enough at Bentley Manchester for the way they looked after me. The moment I walked in, a lovely lady greeted me and kept me in supply of wonderful cups of tea. James Walker who sold me the car was absolutely superb from start to finish and the experience was the best I’ve ever received from a car dealership. The level of professionalism shown today and the whole experience of buying an iconic Bentley has left me delighted and with a huge smile on my face.

Thank you Bentley Manchester.

Francesca has been with us for a short period of time and is new to selling Ferrari products. We have had some amazing feedback from clients and feel she deserves to be recognised.

Hi Stuart I trust you’ve had a good weekend. I just wanted to say a huge thank you to your team for the experience I’ve had over the last few weeks purchasing an F430 from Graypaul Birmingham.

From start to finish the process was exceptional with some of the best customer service I’ve experienced, certainly setting a bar for others. Frankie Dearing was my sales executive and she’s an absolute asset to your dealership, she kept in touch throughout and I genuinely felt she went above and beyond to make the purchase of my first Ferrari a memorable one, overseeing every last detail. I appreciate there were many others involved in making this happen; your reception staff were always fantastic, the mechanics that serviced and MOT’d the car, bodyshop that did an amazing job on the bodywork and sorted out the bits I’d pointed out (Frankie assured me they’d already been spotted anyway on pre-inspection), valeting guys making it look like it did when I collected and I’m sure there were others I wasn’t even aware of. Could you please pass on my thanks to everyone in those departments for what feels like a very personal service.

If I’m aware of anybody looking to purchase a car in this category I would pass them Frankie’s number without hesitation.

Hey Frankie/Neil, I just opened the bonnet to find the gifts that you had put in. Thank you so much for taking the time to do it, the kids adore the Lego and I mean adore it, (thanks for tying up my Friday night building it), equally thank you for the umbrella, hats and the candle, it really means so much for that personal touch, thinking about the kids and what part they play etc. It means more to me than the car or the experience when I come and see it and that’s what a ‘true quality brand’ looks like, the car sells itself but there’s so much more to it than that. Fair play, you properly knocked it out of the park on this one, not to mention that the car is simply exceptional!

Have a great weekend and thank you for some pretty exceptional service, I’ll be sure to reflect it with Stuart and any remedial survey from Ferrari.

Nigel Haynes had a good client contact him to see if he could help. The client had a new car that was due to arrive but had been delayed, which meant that he could not take his son to his School Prom night. He asked Nigel if he could help. Without hesitation, Nigel agreed and volunteered his time. On the evening Nigel took one of the Demonstrators over to the client and acted as chauffeur joining the parade of supercars at the prom. The client was over the moon as it meant he kept his promise to his son.
After the event, Nigel drove back to the dealership returning the demonstrator.

Mr T was due to pick up his new Roma on Saturday afternoon but unfortunately, there was a coach fire on the M1 Southbound closing it and he got stuck in the traffic.

He called James to let him know that he was on his way but could be a little late. This turned into a lot late, and James, knowing this was the client’s first Ferrari said that we would stay an hour late to hand the car over. James and Gareth kept in touch and waited until 6 pm but at this point, the client told them both to go home as he was still stuck in the motorway services as he was travelling by coach on his own to collect. James stayed in touch with the client and took the decision at 7.30 pm that he would drive to services an hour away and meet the client and bring him to the dealership where he met Gareth who had come back in to open and at 10 pm, the client drove away in his new car.

It was the client’s birthday on Sunday morning which is why James and Gareth wanted to ensure he could take his new car and make his birthday special.

Kevin saw our Blu Emozione Levante D and enquired via “React”. I, of course, responded immediately and then called to appoint.

During the phone conversation, it transpired that Kevin lived in Warrington, some 200 miles away. I put Kevin’s concerns to rest, not being able to view the car easily, by sending an extremely detailed CitNow video presentation.

After a little to-and-fro, we concluded a deal. Kevin then mentioned he would like to come down to London the night before. To assist, I advised that Richmond would be a lovely place to stay and easy for trains. To keep the Italian theme, I then provided details to an incredible Italian restaurant: Al Boccon Di’ vino.

On the morning of collection, I collected them from the train station and then returned to the Dealership.

After unveiling his new Maserati and making sure he had a thorough handover, I then took them through to Ferrari and gave them a guided tour.

Kevin was very appreciative and wrote some lovely comment’s on Trust Pilot, please see below.

Great experience, I made and enquiry online about a specific car over the internet, I was contacted by email and then by phone immediately. I was given a detailed description on the vehicle, I explained I lived up north and could not just pop in and view the car. The Sales person Adrian Jones suggested on a video which he sent to me a very detailed one, on seeing this i decided to go through with the purchase and to be honest it was the easiest process to buy a car that i have been through. I Told Adrian we would travel to London the night before and he recommended places to stay and restaurants to eat in not far from the dealership excellent recommendations. On the day everything went seamlessly as we had all ready done the deal. Nice touches with a tour around the dealership all the( beautiful Ferrari's. ) and endless lovely cups of coffee, So a big thankyou to Adrian and his team for making it an enjoyable purchase.Mr Joyce
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I met Liliana looking at Levantes on our forecourt. She told me she lived less than a mile away from the showroom and it was her dream to buy a Levante particularly in the electric blue with cream interior and she had a budget under £40,000. I advised they were rare and that price point sells really quickly however they do come up and we would stay in contact.

We kept in contact for 4 months before we had a car coming into stock matching her criteria. I phoned her to say today was the day we have the perfect car for her. She couldn’t come in that day so I had it cleaned and on the forecourt so she could come by that evening to come and see it. I had an email waiting for me in the morning saying she was so excited, it was the perfect car and she wanted to go ahead with the purchase – when could she come and collect it? We completed the paperwork, I noticed on her driving licence it was her birthday in 5 days time. I suggested why didn’t she collect on her birthday? Her eyes lit up, she almost burst into tears and she hugged me.

My team worked hard to get the car ready. The day before collection she emailed me to say she was choosing her outfit. Knowing that I chose to wear blue trousers and a cream top to match the car. On the day of collection, she wore a blue dress and had been to the nail salon to have her nails painted blue. On arrival, my reception team greeted her with a happy birthday. We had a cake ready along with a birthday card signed by the whole Maserati team and a bottle of fizz. Howard and Paul introduced themselves, thanked her for her business – she was overwhelmed and felt very special. After the reveal, and explanation of the controls, lots of photos were taken, we had made her dream come true.

Mr and Mrs Solomon were due to take delivery of their new Ghilbli on a Friday at 3:00 pm.
Everything was going smoothly and they were really enjoying the Handover experience. Being elderly it felt more of a social event and the conversation flowed and many stories were told.

As we completed the handover paperwork it became apparent that they completely forgot to swap their insurance from their old vehicle to the new Ghilbi. After two and half hours of trying it became clear that this was not going to be resolved in time and they started to panic and became worried. Without hesitation, I offered to drive them home in their new car. No quick task as they live in Southend on Sea which meant traversing the dreaded M25 during Friday evening rush hour, eta 9:00 pm! Despite this, they were my priority and it was important to me that they arrived home safely and continued to feel good about their Maranello experience. We arrived at their home at 9:15 pm. Many trains later I arrived back at Egham around 11:45 pm and subsequently arrived home around 12:15 pm. Not the Friday evening that I was expecting but a very enjoyable one nether the less.

Dear Ray,I know you were in work today so you got home safely. We do hope theJourney was okay and you were not too late getting home.We cannot thankyou enough for you kindly driving us home. We really appreciatedIt. You are a credit to your company.The car looks gorgeous and we can’t wait to take it out next week.Thankyou again for all your help.Kindest regards,Derek and Jenny
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Our Sales Executive Martin Gallacher sold a car to Mrs Reid who explained her children, two boys and one girl, loved cars and asked if she could bring them along to the handover. She also explained that her daughter had a disability and was in a wheelchair. Martin prepared for the handover with this in mind as he wanted to make it an amazing experience for the whole family.

He moved some display cars and organised a section of the showroom to allow more privacy and accessibility for the family. As he revealed the Porsche Cayenne E-Hybrid he was just as excited to see the kids’ faces seeing their new car for the first time. To make the day even more special he asked Mr and Mrs Reid if the boys would like to be taken for a drive in our Porsche 911 demonstration car.

The family were over the moon by the customer service provided by Martin and could not thank the dealership enough for being so accommodating and welcoming.
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Akil received this amazing review from a customer and went the extra mile as you can see…..

I am compelled to write regarding my experience with my new Macan purchase, which was collected on Saturday. My every request was undertaken without exception and even the recently ordered Christmas presents were beautifully presented to me.

As some background, I was introduced to Akil Blake when my near neighbour purchased his 911 turbo Cab through your dealership. Akil was so enthusiastic in is his support with my neighbour that I thought if ever I were to purchase another Porsche I would speak with Akil. Remembering that Porsche Leicester is not my nearest dealer.

I decided that I would replace my existing 718 with a new 718 GTS and asked Akil if he would help in the process. I now have this car on order with a hopeful delivery of second-quarter 2022 and was delighted again to see Akil so supportive and enthusiastic and prepared to engage with me over many phone calls.

That said I fell out of love with my existing 2019 Macan S and decided to look for a replacement. To my complete delight, Akil was able to get me into a new Macan base without too much delay.

I write because Akil has been so professional in all my dealings with him and the dealership. I can assure you that such brilliant attention to customer service is now so difficult to find.

Please would you let him know how delighted I have been with all his great efforts to keep the two purchases on course and for all the encouragement shown to me to ensure that I order exactly what I wanted.

Following delivery, Akil has been in contact with me to ensure that I was happy with the car and its many features

Akil is a big asset to your company, but I’m sure you know this already.

Once again I congratulate you and Akil for such excellent customer service.

Stuart Cross sold our first batch of MC20s and Mr North’s car was the first one ordered and the very first car to hand over from Graypaul Maserati Edinburgh.

With the MC20 having a slightly delayed build time and delivery time Stuart had a tough job navigating these ongoing delays and keeping the customer informed and up to speed. Throughout this time he developed a very close relationship with Mr North and the experience has been nothing but 5 stars.

This MC20 was very important to Mr North as his son also helped spec it with him one evening back in February.

As the car eventually came close to arriving Stuart organised 3 very special gifts that are very unusual and bespoke for Mr North. The first was a small-scaled engine replica of the brand new Nettuno Engine designed wholly by Maserati for the MC20, the second gift was a print from a close friend of Stuart’s who made up a print of Mr Norths MC20 for his son to hang up in his room and the 3rd and final gift to Mr North…?

Stuart reached out to Klaus Bausse, the very man who designed the MC20 and requested very politely a signature on the Carbon Fibre Engine bay. Klauss was more than happy and even took a picture signing the car and sent it over to Stuart.

As you can imagine at that moment when Mr North saw all of what we had done, all of the issues of delays and waiting suddenly disappeared.

Mr North has since shared pictures with Stuart of the car on the Driveway and how much he loves his MC20.

It was a very big occasion for both ourselves, Stuart, Mr North and most importantly Mr North’s son who was very much a part of the process from start to finish.

Thank you.

Jamie

Mr North was blown away by the level of service provided despite the issues with delays.He said he felt
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Harry has Made it Special for several customers over the past few months:-

Mr & Mrs B bought a pre-owned Maserati from us through videos, phone calls and emails. Harry discovered whilst getting to know the customers, that the car purchase was part of their anniversary and that they would be travelling up to stay overnight and collect the car in the morning.

Harry recommended one of Scotland’s finest hotels, The Balmoral, after asking if they had a budget in mind. Mr B then booked the Balmoral. Harry purchased a bottle of Champagne and took it to the hotel’s reception personally and requested that this was dropped off for Mr & Mrs B during their stay.

They were both overjoyed the morning they collected their car and have since referred a friend of theirs to us with whom we are currently working. Mr & Mrs B also left a 5-star review on our google page following this experience.

The second customer was a Mr G. Once again, the customer was staying over and Harry had built enough of a relationship to establish where he was staying. Harry took a leap of faith and organised a bottle of Champagne for Mr G. This was done prior to Mr G committing to buy the car and had mentioned that if it wasn’t for the level of “over and above the norm” service, he would never have bought the Levante.

Finally, Harry was shopping at a nearby store on a Sunday (we are closed on a Sunday) and upon leaving, he saw a customer looking at our stock. Harry took it upon himself to talk to the customer and spent a bit of time with him, walking him through the range and then arranged an appointment for the Tuesday. Once again, this led to the sale of a Levante and the customer said the reason he came on the Sunday was that he wanted the peace. If it wasn’t for Harry, he most likely would not have enquired (customers words).

Harry has shown time after time he goes above and beyond to ensure he Makes it Special for each and every single customer.

A customer’s partner approached Lee back in June to see if we could provide a couple of cars as a centrepiece of his wife’s party as they are both huge motorsport fans and car enthusiasts. As we have been discussing Rolls-Royce with them for a number of years now and have taken them on a number of experience days, Lee suggested he should take the plunge and surprise her with actually buying her a Dawn and keeping it a secret until the party and announcing that the “display car” was actually her Birthday present. This was agreed and this was to be made more special by the fact that this particular Dawn was the last un-sold new Dawn we had before the end of production and the timing would be perfect as it was due a few weeks before the party.

The party was to be held in a unique location, in the Concorde Hanger at Manchester Airport with the Black Tie event to be held in and underneath Concorde itself (also powered by Rolls-Royce engines) and the plan was hatched to have the Dawn under the aircraft and to be covered for a reveal later in the evening.

The plans were going well until Rolls-Royce informed us that the Dawn was going to be delayed and there was a real chance it would not arrive in time. Several conversations and emails later (and a few very tense days) the Dawn arrived the day before the event and Team Manchester rose to the challenge and we had the car ready for the event within 4 hours of arrival.

Lee had arranged transport to the event on the Saturday morning and to be collected at midnight; he even stood in as the ‘official photographer’ as the chap booked to do the event came down with Covid-19 at the last minute!

The whole event was very special and the surprise was somehow kept secret to the very end and the customer was delighted.

Bobby was doing a handover with Mr R for his new 911 GT3 and he had brought along his grandson who is obsessed with all things cars. Mr R had mentioned this to Bobby prior to the handover and, with this in mind, Bobby gave the little boy a tour of the Centre showing him all the different cars and telling him a little more about them. After this he said ‘are you ready to see your Grandad’s car’… and revealed both the Porsche 911 GT3 in Miami Blue and the Baby Porsche in Miami Blue from the Porsche Driver’s Selection range, sitting side by side.

The little boy was absolutely over the moon, his very first Porsche! But, even more so, so was Mr R. He thanked Bobby for one of the best days out with his grandson made so memorable by seeing his Grandson so excited.

Bruce’s customer Mr M was travelling from Cambridgeshire to Glasgow to collect his wife’s new car. The couple decided to stay in Glasgow for a few nights and make the most of their trip. Knowing this was a long journey, Bruce sent over recommendations of things to do in the city including restaurants, hotels and also planned routes via Loch Lomond to enjoy a beautiful view in their new car. Mr M was delighted with the experience of buying the car from Bruce and kindly wrote a Google Review for the Centre.

Just bought my wife a car from the Glasgow Porsche garage. I travelled all the way from Cambridgeshire. The service I received was excellent from Bruce and I also had a follow-up call a few days later to check everything was okay. I would definitely make the long journey again to buy another car in the future.

Mr W is a long term ongoing enquiry of ours who has been holding out on ordering his new car during lockdown, as he wanted the full VIP experience of coming to the showroom to do it as this is a special purchase for him.

Of course, Conor gave him the full ‘red carpet’ treatment as we would any customer, and Mr W built his new Maserati in our configuration room, placing his order with us expecting to collect the car in 3 months’ time.

Conor then documented each stage of the build, delivery and handover process by taking photographs of the car being configured, arriving on the transporter, going through the workshop and being detailed by our valet team. Plus a stunning photo of the car in situ in the showroom ready to be collected. He then condensed all these memories into a PDF document and provided the customer with this at handover.

Mr W was over the moon with the unexpected care and attention Conor had put into making this a very special and memorable purchase, and suggested we will have a customer for life.

Fraser was preparing the delivery of a car for his customer who lives in England. The car was being transported and Fraser wanted to ensure the handover would be special for the customer despite not collecting from the Showroom. Whilst thinking of how he could add a special touch to the handover, Fraser thought back to the previous conversations he’d with the customer. One distinctive conversation came to mind: Mr F (the customer) had told Fraser about his trips to Scotland when he was a kid as he would visit family throughout the summer. Out of all the beautiful places he had told Fraser he would visit, Mr F’s favourite memory was his Gran’s cooked breakfast because he would have it ‘the Scottish way’ with square sausage and potato scone –  two things that shops don’t sell in England. For a personal touch, Fraser went to the butchers and picked up packets of square sausage and potato scone, as well as other ingredients to complete the breakfast, and packaged them in a Porsche cool bag.

Fraser drove down for the handover meeting with Mr F. However he left the cool bag as a surprise and sent a text once he had left. Upon discovering the surprise Mr F called Fraser and thought it was brilliant. Fraser laughed but was glad the personal touch  gave the customer a memorable experience. Fraser then received a text with a picture of the cooked breakfast from Mr F with a thank you message.

Sean wanted to do something special for a family who have been great customers and friends of the Centre for many years and are going through a very difficult time. On the family’s latest visit to the Showroom, Mr D was purchasing a new car for his wife, Sean noticed a significant difference in Mr D’s physical appearance and sadly learned his health was deteriorating due to a brain tumour. This came as devastating news to Sean as he had got to know the family and as he says, “you couldn’t meet nicer people”.

The family had become friends of many people within the Centre throughout the years and it came as a huge shock to everyone. Sean set out to create a memorable experience for the family on behalf of Porsche Centre Glasgow and decided to organise a Drive out Day. Alongside our GSM, Sean carefully handpicked a group of eight customers including Mr D, his wife and two daughters. Sean organised the Loch Fyne Oyster Bar for lunch, booking out one of the dining rooms that looks over the water for the event. The Centre provided a Porsche Taycan for each couple/family to make the experience unique by driving Porsche’s fully electric car for the first time. We drove through Loch Lomond to take in the scenic views stopping for a picture with the stunning backdrop.

Sean learned more about Mr D’s condition on the day out and also the work the whole family do on behalf of the Charity close to them. Sean and our GSM organised prizes for a charity golf event the family had organised including a Porsche Golf Bag, Porsche Golf Towel and Porsche Golf Balls to be auctioned.

The family thanked the Centre for everyone’s thoughtfulness and generosity and most of all Sean for pulling everything together and creating a fantastic day out for the family.

John’s customer had his factory visit cancelled 3 times due to COVID-19. He desperately wanted to see his Bentley in build.

To make this happen, John spoke to Bentley Motors and after a lot of time spent planning and organising, he managed to get a member of the team at the factory to take photographs of the Bentley at each stage of its craftsmanship. The said person at the factory taking the photographs had to carry out a COVID test each time they entered the premises.

John was then able to create a journey for the customer using the photographs provided, which made this a very memorable and unique experience.

Excellent service throughout the buying process from the whole team. A big thank you to John Machin for all his assistance and great personal touches such as arranging photographs of the car being built.