During one of the visits during the sale of Mr & Mrs Curtis’s Aston Martin Rapide it came up that Mr Curtis did favour a certain bottle of wine. Teddy and Rebecca made a mental note and ensured that when the car was delivered it came with the aforementioned special bottle as part of the handover process.

Mr & Mrs Curtis were extremely happy and particularly commented on the attention to detail shown in making their experience memorable.

Just a quick word to thank you and your team for the manner in which you handed over the Aston Rapide to us and for the thought that went into making our younger generations feel part of it. Can you give a special word of thanks to Teddy and Rebecca for the present selection....I really appreciate them noting one of my favourite wines from our general conversations and selecting that for me.
– Mr Curtis

Alan was in the process of delivering a set of wheels and tyres for a blue 1996 Lamborghini Diablo to Mr Burkitt, a new Specialist Division customer, who lives in the East Midlands.

He was delayed due to helping a colleague clean another service customer’s car, which was also promised for the same evening. Once he had finished helping his colleague, he went on to deliver the tyres, resulting in him not returning home until after 9pm.

Mr Burkitt was delighted with the level of service he received from this first experience with us and is subsequently thinking about returning to us for a clutch replacement and major service.
Well done Alan, for your commitment to delighting a new service customer.

Our nomination this month is Paul ‘Bob’ Malinowski, Workshop Controller, who has gone above and beyond to provide a group of VIP customers with an exceptional level of service.

Some issues had been found with 3 vehicles belonging to some extra special customers in the South of England, so Bob took it upon himself to visit the customers at their homes. The customers had other appointments to attend during the day, so Bob arrived early in the morning, in his own time. He then went on to a fourth customer who he knew had the same problem and resolved that as well. The VIP’s were absolutely thrilled that Bob managed to fix the cars and were even more overwhelmed that Bob had made the trip in his own time.

Well Done Bob!

Whilst on a road test, Matt assisted two elderly ladies at the local shop when he noticed them in distress. Their four tyres had been let down so he re-inflated them, drove the car to their local garage and made sure it was safe before returning to work. The ladies called and said that Matt was most certainly their ‘Knight in Shining Armour’.

On another occasion, during our event in Anglesey, Matt fuelled up a customer’s car who had arrived on very low fuel. He then noticed a TPM fault, resolved the issue and fully cleaned the car so when she returned from her driving experience her car looked like new.

Mr Powell’s Maserati was due to be collected from the dealership by Maserati Assistance. The collection transporter broke down meaning that a replacement had to be sent. The replacement did not arrive until 8.30pm. Daniel arranged a babysitter for his daughter and came to the dealership to unlock the site and hand over the vehicle.

Mr Powell was overjoyed as the vehicle was booked on a ferry to France the next morning at 8am! The vehicle had to be delivered to London during the night, leaving the customer amazed that Daniel and his team had done the ‘impossible’ to get his car back so that he could go away on holiday.

Whilst on training with Ferrari down in Slough, Matt offered to go to fit a number plate at a customer’s house in London. This took up three hours of his own time after the course getting round the M25 and through the London traffic.

He did this to help provide the customer with the best service and also to save sending another person down from the dealership during work time and having them spend most of the day on the road. The customer was over the moon that we sent someone to their home to fit the number plate rather than having to organise collection and delivery of the car all the way to the dealership and back.

Having problems with a Maserati Ghibli at the roadside, Mrs Phelps called Maserati Assist for help and was stranded with her three young children.

A recovery vehicle was dispatched to help but there was a delay in getting to them. Mrs Phelps then telephoned our dealership and Jamie took the call. She was getting quite upset as it was freezing conditions, she could not move the car and had three young children who were also getting quite distressed.

Jamie contacted Maserati but they could not confirm an arrival time. Realising the distress; Jamie drove to the location to meet Mrs Phelps, and leave a colleague with the broken down car.

When he arrived Mrs Phelps was very worried, the children were hungry, hadn’t eaten some time and were fed up. Before returning to the dealership to collect the hire car, Jamie took them to the local McDonalds to cheer them all up. Afterwards, they returned to the dealership and all was well.

All in all, this worked out well, Mrs Phelps was very grateful for Jamie’s intervention in resolving a very stressful situation.

Mr Fraser purchased himself a 911 Cabriolet from Martin in November. Mr Fraser works offshore and there were only 2 days in November when he was back home. When trying to arrange delivery of the car, he found out that one of the two days Mr Fraser was home was his 50th Birthday.

Martin organised delivery for this day without letting Mr Fraser know that he knew it was his birthday. When Mr Fraser arrived Martin had banners and balloons all over Mr Fraser’s 911 and even bought him a birthday cake. Martin also gifted Mr Fraser a driving experience at Silverstone.

To say Mr Fraser was delighted is an understatement!

Well done Martin!

This month we would like to recognise a team effort from two members of our team from different departments. Claire and Paul joined forces to help lighten a heavy workload for the Centre. With a substantial number of cars that needed washing and valeting, Paul stopped what he was doing and offered to help in order to meet the demand. They worked non-stop completing 13 cars in one day, most of which needed significant work and attention to detail to maintain our Porsche standards. As a finishing touch, they put a bottle of Porsche water in each car, ready for the customer to collect.

We acknowledge this effort as not only was it a collaborative effort in a pressurised situation, they went the ‘Extra Mile’ to ensure that the customers’ experience was not just untainted but rather extra special by receiving a spotless car, on time and with a thoughtful bottle of water in the drinks holder.

Well done to both Claire and Paul.

Jane was approached by a member of the Weald Classic Club, asking whether it would be possible for us to host an award presentation for 8-year old Noah, after he won a competition they were running. Not only did Jane accommodate this request, but after finding out Noah was an avid Porsche fan, she organised for the family to come to the centre, a presentation to be made and then gave Noah and his brother some fantastic Porsche goodies.

To top it off, she helped organise for Noah to be taken out for a spin in one of the latest models. The young boy and his family were completely overwhelmed with the generosity and Weald Classic Club said:

Will you please convey thanks on behalf of the Weald Classic Vehicle Club and the Kirbyshire Family to Andy Crabb and all of the Centre staff who were involved. A great experience!

Noah was too overwhelmed to say too much but did say he would enjoy the prizes and keep the Porsche water forever.

Our customer Mr Clark called Craig at 15:30 one Saturday as a warning light had just come on in his Porsche instructing him not to drive the car. Mr Clark was upset and concerned that he was going to be late for an important family gathering.

Craig leapt into action – he took a courtesy car straight to Mr Clark and arranged for recovery of his Porsche for Monday morning. The fault was rectified and his vehicle was returned quickly with little fuss. Mr Clark was delighted and very grateful for Craig’s quick and decisive action.

Mr Clark contacted the Centre and spoke with Ross Clements, our Business Manager, and asked him to pass on his thanks to Craig for his efforts.

We had a transient customer breakdown close to our dealership travelling back home to Luxemburg. He called our dealership and got put through to Maisie who advised that we closed in 30 minutes but would hold on for him to get to us.

When he dropped in he was very distressed as he was travelling back home with his wife and children. Maisie took control of the situation by arranging them a hotel to stay overnight in, calling Porsche Assist and getting a courtesy car dropped out to them at the hotel in the morning. Maisie also dropped the family at the hotel, which was out of her way, but she could see the family needed to be settled in as soon as possible.

Next morning first thing, she ensured that the courtesy car had been delivered and they were ok to carry on their journey home. The vehicle stayed with us to be repaired and Maisie had great communication with the customer resulting in best advice being delivered.

The customer came back a few weeks later from Luxemburg to collect his car and gave Maisie flowers and chocolates for the service, care and attention she had provided throughout the situation.

Mr Martin also met with Howard (our Aftersales Manager) to let him know personally about his experience and how delighted he was.

Well done Maisie!

Ana went over and above the call of duty and bought the Naylors a lovely card and soft toy that really meant something to them when they were collecting their new car.

The Naylors were blown away by this and asked Ryan Houston, their Sales Executive, to make sure her boss knew about it. When Ryan called the customers two days later as a scheduled follow up they were still raving about it and his wife was overwhelmed by the personalised gifts.