We had a call from Bentley Motors to request someone from the dealership to attend at the factory in Crewe to assist with some technical work. This was at extremely short notice and would involve possibly up to three days work. Having asked Gary, he immediately responded positively although, once at Crewe, the job was not as straight forward as was originally thought. Gary embraced the challenges and worked over at the factory to ensure that the job was completed as requested in the quickest possible time. This involved 3 and 4 hours of additional overtime.

Gary has shown great attitude towards going the ‘Extra Mile’ to enhance the manufacturer relationship and juggling his own family commitments to embrace the challenge that he was given.

This demonstrates just one instance of where Gary has put himself and his family second to ensure that he delivers great service to the customers within the business, regardless as to whether they are retail, internal or manufacturer.

Excellent service, well done.

Daryl had the opportunity to demonstrate a used car to Sir David Garrard who has only bought new cars over a forty year relationship with a London dealer. He was so pleased with Daryl’s service that he wrote to Richard Wynn-Jones to describe his experience.

In coming into contact with Daryl Hastings and enjoying his consideration, his unarguable charm, his willingness to take everything that has been required of him in his stride, it is not so much that I fully understand why he is the Manager of New Car Sales, but rather how can and should this gentleman go and how well deserved would such heights be. I rarely find that there is a reason to write letters couched in these terms – so it is a pleasure for me to do so today.

This is a fabulous example of the service Daryl provides all of his customers with and shows why he can sell cars to clients in London who are a stone’s throw away from their local dealership.

I would like to take this opportunity to thank Lee Sterry for the superb customer service experience that I recently received. In particular the time and attention to detail that Lee showed whilst handing the car over. I’ve had the pleasure of purchasing and receiving many prestige vehicles but none on the level shown by Lee recently. I wish you and your team the very best for 2017.
– Mr Guy Nicholls

Our Dealership Host Gemma took a rather panicked phone call from a customer who was due at the dealership that afternoon to take delivery of her new Maserati Levante, her dog Bramble had gone missing and she didn’t know if she would be able to collect her car. Gemma assured the customer it was no problem for us and that the most important thing was for her to find her dog…

Fortunately, after a worrying couple of hours, Bramble was found safe and well and the customer arrived for her handover. Whilst excited to be taking home her new Maserati, she was understandably shaken by the incident. Gemma arranged a little “doggy bag” full of treats and sent it out to the customer along with a card expressing our delight he was safe and well. The customer was thrilled and sent us a photo of her happy hound to say thanks!

Hope had a customer in who was having a lot of work done on his 328 and mentioned that he liked nothing more than to sit in his garage and drink a bottle of wine whilst looking at his car.

As he was authorising a large amount of work, Hope decided to make up a pen drive of photos showing the car being worked on at various stages and then give it to him as a final gift. She then also presented him with a bottle of wine for when he is reviewing them at home.

The customer was over the moon with this and wrote in to our director saying how pleased he was with Hope.

Ray recently sold a Maserati Quattroporte to a customer who really wanted the car delivered to her home in time for her daughter’s return from a trip away, so Ray worked hard to make sure it was delivered on time. The customer mentioned in passing how great it would be to surprise her daughter by wrapping the car bonnet with a bow but had completely dismissed the idea thinking that it would be too difficult to organise in time.

That evening Ray mentioned this to his partner and she very kindly offered to make a bow for him and promptly ran into town to purchase the various materials. Ray arrived at the customer’s house the following day to deliver the car. The customer was genuinely pleased with her new car, but when Ray produced the handmade bow from the boot she was both taken by surprise and utterly delighted.

The customer could not believe that Ray had gone to the trouble of not just buying a ready-made bow but making one from scratch especially for her. She thanked him and insisted on also thanking Ray’s partner for her efforts. After a quick phone call to Ray’s partner expressing her gratitude, they were both invited to the customer’s house for a Summer BBQ. The customer feedback on this occasion was, “It’s often the small inexpensive gestures that make the difference between a good experience and a memorable one.”

One of our customers had ordered a 718 Boxster for his wife as a surprise and, it just so happened that the day they were coming in to collect was Valentine’s Day.

Mrs Brooks thought they were coming in to view the Boxster but in actual fact she was going to be driving away in it. Since it was Valentine’s Day, Craig decided to order Mrs Brooks a bouquet of roses too. Both Mr and Mrs Brooks were delighted when they turned up to collect the car, even more so when they saw the bouquet of roses Craig had ordered.

Well done Craig!

The whole Porsche team were excellent but in particular Craig Young. Presenting my wife with a lovely Boxster and a dozen red roses on Valentine’s day made it more special so thank you.
– Mr Brooks

Rob is one of our drivers at Porsche Leicester and has proven to be very popular amongst our customer, due to the outstanding feedback we have received.

A customer recently had a car booked in for service and needed it to be delivered back on the same day, as he was travelling away on business. Rob stayed late until the car was ready to ensure it was delivered back in time, as to not let the customer down.

Numerous customers have called in to say what a superb man Rob is and a real asset to the company. He continues to excel and provide fantastic customer service, always maintaining a true level of professionalism from start to finish.

Rob, thank you for all your hard work and for your continued support.

Charlotte has worked single-handedly as our only Receptionist on Saturdays for over 12 years, only being supported by another colleague since last year.

She has always been extremely reliable and fastidious in keeping the showroom and particularly the Café immaculate at all times to create a fantastic impression for our customers. She is always bubbly and enthusiastic, even under pressure and is committed to making each and every one of our customers special.

Charlotte is a true Ambassador for our dealership and deserves her nomination.

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!

Maureen had been speaking with Mr Slattery about his car as he had ordered some items from the Porsche Design range and arranged to meet him with the salesman at 7.45am on the morning of collection. Mr & Mrs Slattery were very excited and Maureen was asking him about his plans for the day and he said he was taking his wife for lunch at a surprise location in the Cotswolds. Maureen managed to gain the information on where they were going, still keeping it a surprise for his wife.

When they had left Maureen rang the restaurant and arranged for them to be met with a glass of Champagne on arrival.

I would also like to mention that having ordered some accessories from Maureen she engaged me in conversation on Wednesday morning asking of our plans for the day. You can imagine our surprise and gratitude when we arrived for lunch to find that she had phoned ahead and ordered some complimentary drinks. I called Maureen and thanked her but again wanted you to know how attentive and memorable your colleagues are.

A little thing that made a huge difference and made it very special.

Graypaul Edinburgh sold a pre-owned Ferrari California to a long standing Ferrari owner who was also a Ferrari Owners Club AGO. The California was a surprise present for his wife as they had been talking about buying one from when it was first launched in 2009. The time was right for them now to own a California. The Brand Manager had known the customers for 10 years and had given Alex a lot of information about the customers.

One of their passions was their Pug (Lola) who went everywhere with them, and was a very important part of the family. Alex decided to order Ferrari red dog bowls and doggy treats for when they came in to pick up the California. As it was a surprise for the customer’s wife, the manager had arranged with the husband that they were coming in for lunch and a catch up with him. The California was covered up with a red cover, and there was champagne and flowers as we knew the wife loved flowers and was a keen flower arranger.

It was a complete surprise for the lovely customer, she was very touched, and even took the bowls away as she loved the idea and wanted them as a memento at the house!