Nitisha has been nominated for the preparation that went into the Q2 Audit for Aston Martin. Aston Martin have their Quarterly audit heavily weighted around data content in Synergy to ensure we have accurate and individual knowledge of our customers. Nitisha works hard to make sure Synergy is always fully up to date. Andy Clarke from Impetus (Audit provider for Aston) commented that this was probably the cleanest audit he had ever undertaken for an Aston Business.

Well done Nitisha for helping us to ensure we deliver a personalised and high-quality service to all our customers.

Scott arranged a bespoke handover at Hampton Manor, a recently appointed Michelin star restaurant. Mr & Mrs J were completely overwhelmed with attention to detail in his preparation, the menu, car parked outside of the front of the hotel covered in flowers, photographs and gifts. They were absolutely delighted with new Bentley Continental and their memorable handover.

Our whole experience from start to finish was an absolute pleasure and a joy. Scott was very extremely professional and enjoyable to work with from the spec discussions to delivery. The handover was out of this world and we really appreciated the effort made to make the hand over of the new GT one to remember, Thank you.
– Mrs J

We recently had a new Continental GT in our workshop for a PDI, when Paul spotted a fault and the customer was due to collect the car the very next day! At that exact moment, Paul was also informed that a customer down in London had discovered an issue with his car, so whilst ensuring the customer’s New GT was ready for delivery, Paul also managed to make his way down to London and rectify the other problem. Most of this was done on his own time, both by working late and arriving early to ensure both jobs were complete and both customers happy.

The customer was able to take delivery of his new GT as planned and was absolutely thrilled with the experience!

This isn’t the first time Paul has ‘Made it Special’. Paul regularly works late and arrives early, as well as visiting customers far and wide to rectify any issues they may have reported with their Bentley.

One of our McLaren 720S owners had experienced a number of issues with her new car that had meant numerous visits to the dealership. The customer loves her coffee and also told Gemma during one visit that her car was called ‘Malcolm’. Gemma arranged to have a coffee mug made with a picture of the customer’s car on it and of course the name Malcolm.

She was really delighted with the gesture and is now enjoying both her car and coffee mug on a daily basis.

We have lots of requests to come to the showroom and never turn them away. We found out that Michelle wanted to bring her son down as it was his birthday and he’s mad on cars. When he came down, we showed him around the cars and gave him a Birthday card with a few gifts from us.

I just wanted to say a massive thank you to Sally and Gemma for the opportunity to pop down on Wednesday and look around with my son on his birthday. My son has not stopped smiling since you both made his day! The gift and card you gave him was fantastic, he was over the moon. Thank you both so much, the service was amazing!
– Michelle

Mr D booked in for a service on his Maserati with us and whilst talking to Rachel, mentioned he had been to watch Derby Football Club last week. The conversation followed on that he had been going to see Derby play since he was a child and was a big fan.

Rachel made contact with the club who agreed to sign a shirt for him. She then collected the shirt from the football club on her way home which was some miles out of her way. When Mr D collected his car Rachel presented it to the customer who was absolutely blown away by what she had done for him and the service she had provided.

A customer’s Maserati Ghibli was recovered to our service department, the fault was diagnosed as an engine seizure and a replacement engine was required. Obviously, this news was very distressing for the client but Antony managed the situation brilliantly and, thanks to regular communication, built up a good rapport with the client. The replacement engine was not immediately available and it became apparent it would not arrive in time for the client’s holiday, a road trip to Italy with his family.

Although he was provided with a hire car, it was not a Maserati and he had specifically planned the trip to Italy to enjoy a fabulous driving experience in his Maserati. Antony spotted the pending problem early and in enough time we were able to work with Maserati GB to come up with a creative solution and provide a replacement Maserati Ghibli for our customer’s trip.

What made this very special was solving the problem before the customer raised it and having a solution ready. He was absolutely delighted and when he returned from his holiday he decided to part exchange his old car for the later model Ghibli he had loaned from us for his holiday. Well done Antony!

On Thursday 19th July, Dylan took a phone call from a customer who was looking to have a roof box fitted to his Cayenne for going on holiday. The only issue was that the customer was going on holiday on the afternoon of Friday 20th July! He had already gone to his local Halfords and they had let him down so he phoned Dylan on the chance we might have had one in stock, which we didn’t.

Dylan asked the customer to leave it with him to see if he could sort something for him. He then managed to order the required roof box and ensured its delivery on Friday morning. He then had to liaise with the workshop to try and get the car squeezed into their already full diary but he managed it. Dylan called the customer back to let him know the good news.

The customer came in first thing on Friday morning and waited in the showroom enjoying some coffee and biscuits while his roof box was fitted. He was on his way by lunchtime and he was delighted with all of the effort Dylan had put in to making it happen for him.

Jeff assisted an anxious customer through the process of purchasing her first Porsche. The customer contacted our Centre to enquire on a Porsche Boxster and was put through to Jeff who identified her concern from the off. Having had a poor previous car-buying experience with another brand, the lady had some reservations about the service she would receive at our Centre.

Jeff took this on board ensuring that he provided optimum service, going over and above to exceed her expectations. Jeff spent significant time with her, understanding her requirements and discussing the available options at length. Jeff arranged for her preferred car to be transported to our Centre from another and provided specially catered refreshments for the family upon arrival. The customer was nervous about driving an Automatic as she had never done so before, so Jeff coached her through the process, allowing the customer several demonstration drives in the car until she felt confident.

The customer eventually purchased the car and sent Jeff a card raving about her experience, stating how delighted she was with the car and Jeff’s willingness to offer her time and genuine consideration throughout the process. Well done to Jeff for taking the time out to ‘Make it Special’ for this initially reluctant customer.

Steve Barr, one of our Service Advisors, recently had a customer coming straight to the dealership from the airport to collect his car.

The customer rang up in a panic earlier in the day as his flight had been delayed and was worried about how he would get home. Steve agreed to stay until the customer arrived which was meant to be around 6.30pm but, due to a further delay, the customer didn’t arrive until 7.30pm.

The customer was blown away by Steve’s flexibility to help and couldn’t thank him enough.

Well done Steve!

On his way home one evening, Ross took a call from valued client Mr W who advised him that his wife’s Macan Turbo was making an irregular noise from the gearbox. It was also driving erratically which was causing her some distress.

Rather than employing the services of Porsche Assistance to recover the car, Ross drove straight to the client’s house and left his Audi A6 Avant for Mrs Whitehouse. He then recovered the Macan to the dealership the following day, where a faulty transfer box was diagnosed. Within 72 hours Ross was delivering the car back to the Mr & Mrs Whitehouse with a bouquet of flowers!

A long-standing customer of ours who is based in Central London had a conversation with the service team to say how disappointed he is with the service he receives from the Porsche Centres local to him and enquired about having his car serviced with us.

Logistics were an issue but without hesitation, Adam said he would not mind collecting and delivering the car. Early one morning Adam catches the train to London, navigates the tube to the customer’s address and brings the car back and does the reverse to take the car back after the service. The customer was delighted.

Well done Adam.

Christie joined the team as a Showroom Host four months ago and has shown a lot of dedication and initiative in making each customer’s experience personalised and memorable.

When customers visit the Showroom, Christie takes the time to get to know them and genuinely connects with them, finding out about their interests and always remembering their preferences and how to ‘Make it Special’ for them on each visit. Christie takes pride in assisting the Sales Team with each handover and has received exceptionally good feedback from customers for the small touches that delighted not only the new car owner but their family members who visit the Showroom with them.

Last week Christie found out that Mr Jacobs, who was having his new Macan delivered to his home address in London, had just welcomed a baby boy into his life so she prepared some gifts for the Sales Executive to take and deliver to the customer on the handover of their new car. Mr Jacobs and his partner were surprised and absolutely delighted with the gesture.

Well done Christie!