Nigel had a good client Mrs G who brought her 458 in for the first service since she took ownership last year. Whilst talking to her and her young daughter over a coffee, Nigel found out that it was her husbands birthday. He quickly got a Ferrari Coffee table book that he had wrapped up and before the car went back he put it in the passenger seat along with some Ferrari Lithographs and a poster for her daughter. Mrs G was delighted and sent a lovely email in to say thank you:

Hello,

I just wanted to drop you a quick line to say thank you for the book and picture packs you left in the car for us. My daughter was very pleased with them. I have put the book aside for Rob’s birthday – he will love it. I also wanted to let you know how pleased we were with the service too – it’s not often you are quoted a price and the final bill is the same!

It was lovely to catch up with you both and we look forward to catching up again at one of your events this year 🙂

We would like to nominate Anna Ratcliffe, our Marketing Manager, not for making it special for one client, but for over 100 guests at our recent 296 GTB Preview event.

Anna’s vision and determination managed to turn what is a building site showroom due to a refurbishment, into a magical Ferrari world for our clients to see the launch of the new model. We had a starlight tunnel leading into a completely enclosed event area within the showroom, which housed the event kit that Ferrari supplied perfectly.

The result impressed both the Manufacturer and customers equally with some fantastic comments, but more importantly, the event generated numerous orders for the new car from those that attended. One of the best launch events we have ever done – congratulations Anna

Garypaul Nottingham 296 Launch Video

Last month we had a customer in the showroom for a tailor-made session and to make it special I made the meeting room for him with some nice flowers and a breakfast. We also arranged for the Little Car Company to have the new Testa Rossa J to be here on display as he had ordered one but not seen it.

Mr Bhandal had purchased some artwork by Paul Oz who displayed some art at our 296 launch on the previous weekend. We thought it would be great if Paul would come and present the artwork and statues to Mr Bhandal personally, which he agreed to do.

Whilst Mr Bhandal was completing his Tailormade meeting, we displayed all the artwork and statues.

Mr Bhandal couldn’t believe that we had gone to so much trouble. He was overjoyed at meeting Paul Oz. So much so he ended up spending over £45,000 on his artwork!

“I cant believe that you have arranged all this just for me, thank you so much to the team for doing this”.

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!

Feedback from the customer that Andrew met during a road test and fuelling a Lamborghini. Please see below the email sent to the dealership from the customer.

Hi Dominic

I would like to acknowledge one of your members of staff. The member was called Andy and is one of your mechanics.
My son Josh met Andy when he was filling up a Lamborghini at the petrol station.

Josh is 9 and is a really really big fan of Lamborghini. We were on our way back to Edinburgh sick Children’s hospital where Josh has spent the last 17 weeks after having a bleed on his brain which left him paralysed down his right side. He has managed to regain most of his right movement back but not all. He has been through two brain surgeries and was due to be discharged last Friday after a routine scan. Unfortunately on the scan, it picked up an abnormality and he was told he would have to have yet another brain surgery on Wednesday, hence the reason for our return to the hospital.
At the time Josh was so happy to see the car and asked me if he could have a look, I asked your mechanic and he said Josh could but to be careful. I lifted Josh over to see the car, Andy was so nice to him and chatted to us and asked Josh if he liked the car and Lamborghinis. We were chatting and Josh told Andy a bit of what had happened to him.
Andy was so nice and understanding and took time out of his day to show Josh the car and make a young boy’s day. This may not mean a lot to some but to him it really has. It has made him that little bit happier on what’s not a great day for him.

There is a lot going on but trust me when something deserves recognition I will always do so. What Andy did today has really made Josh’s day and show that from a brand like Lamborghini anything is possible. You should be so proud of him as an employee, he didn’t have to take the time but he did. And also thank you for taking the time to respond. We very much appreciate it.

I would also like to say it’s a real credit to you, your garage and your staff for being so approachable and friendly.
Again could you pass on my appreciation and thanks to Andy the mechanic for his time. Hope this is ok and you can realise just how good this is and for a big brand to do.

Thank you

Ben