Last Friday night at 6 pm, we had a service customer whose loan car had broken down in Mansfield, some miles north of Nottingham. Without any hesitation, Richard took his coat back off, went next door to Audi to sort out an additional loan car and delivered it to the customer so they could continue their journey. He then waited for Audi recovery with the vehicle as it was left in quite an exposed area to be sure everything was organised as it should be. He wouldn’t have got home before 9.30pm and showed fantastic commitment to providing the best customer service.

Well done Richard.

We had a situation where a customer bought a new Bentley GT in March 2017, unfortunately, some of the leather trim had some water staining. We ordered the relevant trim from Bentley when the car came in to have the trim replaced but the rear tonneau cover trim had not come correctly.

Gina’s role within the business is CRM – it was totally out her normal daily routine when she offered to drive up to Crewe and have the correct cover fitted whilst she waited, returning to the dealership with the correct part so that the customer was not inconvenienced any further.

The customer Mr Shortall was not aware of the effort that was put in behind the scenes to get it right first time.

Well done Gina.

Our nomination this month is a regular to the ‘Making it Special’ newsletter. Craig regularly receives fantastic comments from customers and colleagues alike for his can-do attitude and his ability to go above and beyond to ensure we provide the highest standard of service.

This month, Craig was assisting a member of the Sytner Head Office Team with purchasing a present for a friend. Lesley Birch, PA to HR Director, commented on how helpful Craig was and highlighted:

I have just spoken to Craig, what a lovely man and so helpful. I paid by card over the phone and he is going to post the pen out to me here at Penman, an absolute superstar who is a credit to your dealership.

Well done again Craig.

Captain Leighton, a Rolls-Royce customer, was arriving back from a business trip late on Friday and wanted to be able to collect his car after 8 pm.

Peter volunteered and arranged to collect the customer from the train station at 8 pm and drove him to the dealership to collect his car.

The customer was delighted.

Great commitment to customer service Pete!

We had a call from a local lady asking if she could bring her son into the dealership as it was his 11th Birthday and he loves Ferrari! We, of course, said yes and established what time they would be here so we could get some goodies ready for his arrival.

The birthday boy arrived at the dealership with his mum and grandparents where they enjoyed a drink and a wander around some of our cars.

Sally had the idea to speak to our Marketing Manager Nelli to see if we might have some spare complimentary tickets to a Ferrari day at Silverstone. We did, so Sally passed these tickets onto the little boy along with the Ferrari goodie bag. Needless to say, he was thrilled!

This month we would like to nominate Sumit for thinking outside the box to celebrate the sale of a Maserati Ghibli to Mr Malik.

Mr Malik had been deliberating over a Maserati for some time and during this time Sumit had got to know Mr Malik well. In fact, the two of them shared a passion for cricket. Mr Malik is an avid Pakistan fan whilst Sumit is a fan of India and the two enjoyed friendly batter (sledging).

During this time, Pakistan played India and beat them comprehensively. Sumit was straight on the phone to Mr Malik saying he should now be buying a Maserati to help him get over India`s loss. It must have worked as within a few days he had ordered a Maserati Ghibli. To celebrate the handover and in recognition for the joint passion of cricket Sumit bought Mr Malik a Pakistan Cricket shirt and had it signed by the dealership. Mr Malik was over the moon and told us it was the best experience he had ever had at a car dealership.

Well done Sumit!

Andrew was named unknowingly by a customer in the recent Ferrari feature on his restoration of his car in Classic and Sports Car. He commented what a pleasure it was dealing with Maranello Classic Parts and in particular Andrew who provided great knowledge and support in helping what the customer was trying to achieve with his car.

The customer commented “Andrew really got it”, which made the whole restoration experience a pleasure.

Well done Andrew!

One Friday night Shaun was getting ready to leave for the weekend and was going to visit his poorly girlfriend in the hospital when the Service department received an irate call from a rather tricky customer, whom we had an issue with earlier in the day.

The customer was demanding that someone drive to his house and fit new centre caps to his wheels. The department was frantically trying to rectify the situation and calm the customer down but didn’t have anyone available to drive to the customer’s house that night. When Shaun heard what was happening he offered to go to the customer’s house before going to visit his girlfriend. Shaun saved the day and stopped a tricky customer from becoming furious.

Well done Shaun!

This month at our Leicester centre, we received great feedback from a customer who was delighted with the customer service he received.

Following a frustrating initial encounter with our online contact form system, the gentleman called in to book his car in for its upcoming 20k service, Jaz, our CRM, took the enquiry and executed the service to the utmost precision. Her thorough professionalism and sincere manner didn’t go unnoticed by the customer, who wrote to our Head of Business praising his dealings with her. Not only did Jaz offer the normal requirements, she went over and above, listening to his experience thus far and further offering him a complimentary valet for his troubles.

The customer said:

Can I just feedback that Jaz, who took the call, was excellent, highly polished and very professional, and she even asked if I wanted the car valeting etc. So my initial contact with your service department has been superb. Thank you.

Well done to Jaz for going the ‘Extra Mile’ and finding simple ways to ‘Make it Special’.

This month we would like to nominate Michael. He has worked for the Company for several years and always goes out of his way to help everyone.

If there are cars to move on site or cars to be delivered, customers to run home or collect even if it a long distance (London) he will always take them even if it’s late in the afternoon and impacts on his evening.

He is extremely loyal, great with customers and is a real asset to the company.

Claire went above and beyond for a customer and her baby when they visited Porsche Centre Silverstone for a recent service.

Our customer had dropped her car off for a routine service and walked down to Tesco with her child. Unfortunately, when shopping, the baby was taken ill and she had to rush back for her car to take the baby to the doctors – abandoning her shopping in the process.

Claire went to Tesco to retrieve the customer’s shopping and kept it refrigerated until she had a chance to drop it at the customer’s house later that afternoon. Claire also rescheduled the service for the customer’s car for her. The customer was very touched by Claire’s thoughtfulness and willingness to go out of her way.

Well done Claire for supporting this customer in a stressful time!

A customer brought her car in for an MOT on a Saturday morning, (a new customer to ourselves), and whilst carrying out the MOT we noticed a major fuel leak rendering the car unfit to drive. The car had been maintained by a specialist and it was during the last service the damage was caused, the lady broke-down in front of Lucy, but Lucy remained calm and helped prioritise the problem and came up with a solution and then took the lady home. The main reason for the nomination is due to the email I received from the customer which demonstrates that Lucy wasn’t just doing her job.

Thank you Lucy for this.

Also my sincere apologies for my meltdown on Saturday, so sorry! I think it was the straw that broke the camel’s back unfortunately. I can’t thank you enough for your kindness/empathy and for going the extra mile, you’ve restored my faith in human nature.

Thanks again.

Dawn.

Well done Lucy.

We recently had some lovely feedback from a couple of customers who had just picked up their new Cayman.

They had been in to visit with their two Westies (West Highland White Terriers) the previous week and Ana had spent some time welcoming and hosting them so when Ryan told her they were coming to collect their new car, she thought it was an ideal opportunity to make their handover experience really personal

Ana put some little bits and pieces together for them including gifts for the customers but also some special treats for their dogs and they couldn’t have been more pleased! They sent a lovely card to the dealership to say a big thank you to Ana and the team.