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.

In passing conversation with the couple, it was mentioned that they were set to celebrate their 30th Wedding Anniversary whilst they were scheduled to be on a Porsche event weekend. Following the conversation, Natalie ordered a set of luxury champagne and chocolates from Fortnum & Mason, featuring a personalised label and message from the Centre.

Natalie enlisted the help of Tim, their Sales Executive, to contact them and invent a decoy reason as to why he would need to pass by their home on a particular day. The morning before they were set to leave for their trip, Natalie and Tim, under the guise of needing paperwork signed, headed to their Leicestershire home to surprise them with the lovely 30th Anniversary gift.

The couple were truly delighted with the luxury gift celebrating their special milestone occasion. They later contacted the Centre thanking both Natalie and Tim for their care and kind gesture.

This month we received some more great customer feedback when one of our service advisors called a customer to complete a CSI call. She received a rave review about one of our technicians, Callum, regarding the customer service experience he delivered.

The customer, who owns a 911 GT3, initially wanted reassurance that the torque on the wheels were as tight as necessary, as he was about to drive the car all the way to Luxembourg. He had previously had them tightened but wasn’t left confident. However, once Callum had completed the work on the car, he invited the customer into the workshop for one of our accompanied post-work walk-throughs using our specialized Direct Dialogue bays. Callum personally demonstrated the checking/tightening of the torques with the customer, who commended him, commenting to the service advisor that Callum’s explanation, product knowledge and delivery style was “exceptional”. The customer stated that he felt that Callum actually cared about both him and his Porsche. Immediately after leaving the Centre, the customer was so impressed that he called the GSM to express his praise for Callum.

Well done to Callum for demonstrating such excellence.

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, Kash made it special by going out of her way to deliver a personalised gift to a customer.

Early one morning, Kash left her home in Coventry and drove over to Great Oxendon to ensure delivery of a surprise gift by 7:45am. Aiming to catch the customer before they left for work, she managed to locate the elusive home among the rural Northamptonshire countryside, which is notoriously difficult to navigate. Upon arrival, it appeared as though no-one was home, but Kash knocked, searched, persevered and waited for almost 30 minutes before the customer appeared! The surprised customer was delighted with the gifts, and thanked Kash and team for the thoughtful gift and willingness to go the ‘Extra Mile’ to deliver excellent Porsche service.

Later that day, we received a lovely email from the customer who was impressed with Kash to say the least! “Thank you very much for the gifts delivered this morning, so sorry to keep the attractive young lady waiting, we need to improve door bells!”

Well done to Kash for ‘Making It Special’ for Porsche Centre Leicester.

We have recently been overwhelmed with jobs in the Workshop. Josh and Joe for the past few months have been staying late after their normal working hours to ensure the work is completed on time.

Most recently a customer insisted on waiting for completion of his vehicle as he needed to be at an appointment the following day. Josh worked on the vehicle with the help of Joe and together they managed to get the work completed.

The customer did have to wait a little longer than expected, however he was well looked after by Joe who even ordered pizza for the customer! The customer said Josh and Joe were incredibly helpful and it was a pleasure to visit the centre.

Tom recently had a situation regarding the unforeseen delay of a customer’s new car delivery. The customer lives abroad in Italy, and thus has to travel to collect the vehicle. The car was delayed by approximately 2 months, so was not the best experience for the customer.

When the car was ready to collect, Tom and the reception girls organised some little touches to go the ‘Extra Mile’ where they could. Tom collected the customers from the airport upon their arrival into England, and drove them to the dealership. Upon arrival, Natalie and Georgie had arranged a impressive spread of afternoon tea (sandwiches, cakes and refreshments) for the customers to enjoy during the handover process.

The customers were thrilled and appreciated the team’s effort to ‘Make it Special’ for them.

Kieran joined us in September and has shown great promise and is very passionate about the Porsche brand.

He has a natural flair of putting together impressive gift boxes for our customers. We have had customers returning asking for Kieran specifically and he always manages to sell everything from a keyring to a Motorsport jacket.

He is slowly building his own customer base and is gaining more confidence with customers day by day. He constantly focuses on the customer’s needs and aims to provide an exceptional service, making him very worthy of this nomination.

Becky is relatively new to Porsche Centre Leicester, however, she is already settling into her Service role very efficiently, creating a great impression and building a fantastic rapport with customers.

On one particular day the weather was horrendous and to save the customer and her baby having to go out in the pouring rain Becky transferred all of the shopping bags from one car to another. Becky also looked after the customer’s new born baby to give her some extra time to look over the paperwork.

She has already had some amazing feedback:

Becky was excellent and very knowledgeable about technical aspects of the service work. The loan car Macan S was superb.

Becky Hill on the service desk was very good and is a credit to your centre.

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.

The newest member of our team, Trish, certainly knows how to make a good impression.

One of our regular customers came in on Saturday asking if he could have a 911 brochure to take for his father-in-law who was in hospital so he could read it in bed whilst recovering from his minor operation.

Trish did better than just giving him a brochure, she made him a wonderful gift box full of Porsche literature and items focusing more on the 911, as that is his favourite model, giving it that extra special touch. The customer was overwhelmed and could not thank Trish enough for her kind and thoughtful gesture.

The following week the customer came in to give Trish a box of chocolates to say thank you. Well done Trish for making a lasting impression.

Welcome to the team!

The outstanding double act of Paul and Kash could not be more dedicated to providing exceptional service to our customers.

On many occasions, they have still been delivering cars well into the late hours, sometimes even right up until 10pm to ensure all cars have been delivered back to the customer. At times, both Paul and Kash have given up their days off to guarantee prompt delivery of the vehicles and to meet customers’ needs.

They are extremely professional, always exceeding expectations and are willing to go that ‘Extra Mile’ – a real credit and an asset to our team at Porsche Centre Leicester.

The dynamic duo Jack and Jaz cannot be more committed than giving up their own spare time on a Saturday!

A customer was due to collect his car on Friday evening, however called at the last minute to say he couldn’t make it but really needed his car back.

Jack worked his afternoon shift and his colleague came to work on the Saturday, where they both delivered the car back to the customer in their own time. He was extremely happy that they were able to meet his requirements.

Well done to you both and keep up the good work.

Carl is a man of many talents! Not only does he deal with all the Warranty work, he is often called into the Workshop to assist as and when needed. An extremely hardworking individual, Carl has managed to build a relationship with customers who prefer Carl to work on their vehicles.

Some of the customer comments:

A special mention to Carl in the workshop for assisting with a reoccurring problem and diagnosing a faulting gearbox mount. Carl is a pleasure to deal with.

Carl is always pleasant and friendly. A great credit to Porsche Leicester.

Carl has always been the point of contact. He has always acted promptly, and with the utmost levels of professionalism.

Keep up the good work Carl.

We recently received a copy of the following email from a customer:

When I purchased my vehicle there was an intermittent fault, Porsche Nottingham failed several times to locate and fix the issue (the engine kept cutting out for short periods). Porsche Nottingham couldn’t fix it so I visited Porsche Reading, who had it for 5-6 hours and still couldn’t fix it!

Porsche Leicester were resilient and cured the problem (hair line crack in Oil Probe causing migration of oil into the wiring loom). Mark their Gold Technician is technically brilliant, his service alone will ensure I stick with Porsche Leicester for all servicing new cars etc.

Well done Mark, keep up the good work!

Jaz joined Porsche Leicester at the end of June and has certainly already made a superb impression on our customers:

I contacted your Service Department on Tuesday this week (16 August 2016). I was making an enquiry about a vehicle I am purchasing from another Porsche dealership. I wanted to validate the authenticity of the PDI and service history. My call was taken by Jaz and I wanted to pass on my thanks and let you know as the General Manager (or equivalent) on how Jaz exceeded my expectations. Even though I’m not Porsche Leicester’s customer, Jaz was so professional in making sure I received the information I required to ensure I was comfortable spending £100K plus in the network. A great indication of the quality within the brand and dealer network.

Please pass on my thanks to Jaz. She made a difference and it should be recognised. I was going to purchase an R8 but the Audi network are nowhere near the quality of the Porsche people in the dealerships. I also have an AMG and I have to say that Mercedes build great cars but the people are not as good as they think they are. Please pass on my thanks to Jaz. She has influenced my decision to stay with Porsche.

Having already been overwhelmed with Service bookings, Josh last week completed 15-20 hours overtime, cancelled his mid-week holiday and even returned a couple of cars back to customers to make sure their expectations were exceeded!

Josh is a very committed individual and is always willing to help walk-in customers, especially after hours. He has a real focus on providing top level service to all our customers – well done Josh, keep up the good work!

Jack has been with Porsche Leicester since October 2015.

During his time here he has received excellent feedback from our customers:

I have dealt with a number of Porsche dealers over the years and Jack Scarborough is the only service advisor I dealt with that I have not had to chase for an up date. A quick email or message was all that was needed and Jack did this, as a result I will be back in the future!

Jack has been taking care of my cars and doing a great job.

The whole experience was first class especially Jack my service advisor.”

My service coordinator Jack was very helpful and made my visit a pleasant experience. Very impressed, thank you all.

Jack is always enthusiastic and always willing to help customers and colleagues. He often comes into work out of hours to catch up on his busy schedule. Keep up the good work Jack!