Fiona has recently become the Centre Community/Charity project team leader and has launched new initiatives that have inspired our team to do more community engagement work, Most recently Fiona identified that there were around twenty rough sleepers residing in and around MK train station.

Working closely with Georgia Leggett (a member of our accounts team) they arranged for goody bags containing New Socks. Toothbrush/toothpaste, chocolate, and a thermos mug topped up with hot soup to be given to the rough sleepers. This will not solve the problem of homelessness in our country but it has gone some way to demonstrate that we are aware of them and are concerned for their health and wellbeing.

Mr Jepson’s Taycan broke down on Thursday in Northampton. The customer was going to see his dad that evening in palliative care.

Anna drove a loan car to the customer @ 6pm in Northampton as Enterprise would not get him a car in time – and arranged collection of the customer’s car on the Friday so that he could still go to see his very sick father.

This allowed the customer to travel and see his father – he died the morning after. Mr Jepson called me specifically to thank Anna for the swift response allowing him to see his father for the last time (we are sending flowers today). Anna went out of hours and supplied the car due to the situation and felt like it really meant something to Mr Jepson.
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Tim Campbell tried to book his car in with Porsche centre Silverstone and at the time could not get through to the service team – we were the 3rd centre he had called and due to lock down all centres were busy. He left a 1 star google review and was not happy.

Anna Brown spoke to the customer and booked him in. We then updated the customer daily and exceeded all expectations with his visit. From this visit with his Turbo S he brought in his Cayenne s (spent another £2400) and booked his Cayenne Turbo for a further £3000 worth of work.

The customer has been delighted with experience and now left a 5* google review as well as nominating us as his new dealership.

Tim CampbellTim CampbellLocal Guide·28 reviews·143 photos20 hours agoNewRecently booked in for service and a few other jobs. Very happy with the customer service and work performed.Silverstone is by far the best official Porsche centre I've used, worth the extra trip for me vs local dealers and offers good value for money compared to independents.Friendly staff and hassle free. I can highly recommend you give these guys a call.
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The customer was booked in for work on his Macan. Marketing Executive Katy Lewis noted the customer was an online Car blogger and informed Peter to use it as an opportunity to supply a loan car which he could review on his YouTube Channel.

The customer came onsite and was hugely impressed with the Facility, the loan car and Peter’s interaction.

The video has had over 50k views on youtube and has increased our followers on Instagram

The video can be seen here:

The customer was booked in for work to his Macan. Marketing Exec Katy Lewis noted the customer was an online Car blogger and informed Peter to use as an opportunity to supply a loan car which he could review on his YouTube Channel.

The customer came onsite and was hugely impressed with the Facility the loan car gave us some really positive feedback.

The video has had over 50k views on youtube and has increased our followers on Instagram.

All of this was made possible because of Katy’s recognition of the situation and the centre has had some really positive feedback.

Anna received an email from a customer who had sent some photos of his Porsche key which has been eaten by his 2 dogs. In the email, he had used puns related to his dog and photos asking if we sold any tastier keys.

Anna replied to the customer using a dog pun heavy email which the customer really enjoyed. We ordered the customer a new replacement key and booked the customer in.

When the customer had come into the business and the key was coded Anna had gone out of her way to not only buy but create a Doggy Hamper – with different dog treats and a little note to the dogs. The customer was delighted and found it extremely amusing.

The customer scored us a 10/10 in Porsche passion and Anna still receives regular doggy updates from the customer via email.

It’s fair to say the customer “lapped” it up and Anna was Golden (retriever) in this situation.

Absolutely fantastic effort from the team at Silverstone, especially Anna Brown! Last Friday I contacted Anna to ask a question regarding Porsche keys, did they come in different flavours as my dogs found the standard key quite boring. This morning I was contacted to say my new key had arrived and when could I bring the car over to get the key coded. 5 working days in the current climate? Amazing! This isn’t the 1st time for this 1st class service from the team there, it’s not the 1st issue I’ve caused with the car. And if Gus chews another key, Rob can have him.

During January, four students from Potterspury Lodge, who are huge Porsche fans, were invited to spend the morning at Porsche Centre Silverstone.

Mark took time out of his already incredibly busy day to provide the students with an in-depth and informative tour of the new showroom and workshop. As well as a Q&A session, Mark allowed the students to get inside their favourite cars and get a good feel for what it’s like to be behind the wheel of a Porsche.

At the end of the visit, Mark gave each student a goody bag filled with a selection of items from the Porsche Shop to take away with them. The students loved Mark’s enthusiasm and the experience was fantastic.

Well done Mark.

On Friday 13th December, we had a very special visitor and a very special handover.

Sam had sold a Kids 918 Spyder Electric Car to a customer who was gifting it to his Grandson for his 2nd birthday and, rather than having it delivered, Sam arranged for the customer to come into the centre with his wife, his Grandson and his Grandson’s parents so that Sam could organise a proper handover. Sam made some miniature personalised registration plates for the car and had it out on display in the showroom, with a sign and a balloon ready to greet the birthday boy.

The customers were delighted with the surprise and the birthday boy loved his gift – he even took it for a spin around the showroom. Before they departed, Sam presented the birthday boy and his family with a delicious chocolate cake. They were so pleased and so grateful that they left some for Sam and the rest of the team to enjoy!

Over the course of 4 weeks in November, Darren spent time assisting a customer who was new to the brand. Mr L was about to purchase his first Porsche and needed help with checking the service history and specifications on various different Porsche.

Eventually, Mr L purchased a Porsche (not from Silverstone) and as he was driving home with his new vehicle, an array of warning lights displayed on the dashboard. Rather than contacting the centre where he purchased the car from, Mr L immediately called Darren.

Darren, desperate to make sure Mr L’s first experience with Porsche was a great one, immediately arranged for Mr L’s Porsche to be brought into the centre. As well as this being Mr L’s only family car, he is also only able to drive automatics due to a disability. Despite it being short notice, Darren made sure that Mr L was given an automatic four-seater so he was able to carry on as normal whilst his new Porsche was being repaired.

After two days, Mr L’s Porsche was returned to him, however shortly after it was dropped off, warning lights appeared again. Adamant on making sure Mr L’s experience with Porsche remained positive, Darren collected Mr L’s Porsche again on a Saturday morning on his day off to get it repaired.

By the following Tuesday, Mr L’s Porsche was fixed and ready to go and he was incredibly pleased with the service.

Darren has been absolutely outstanding. I have never experienced customer service quite like this – he met every single issue head-on, was empathetic and unbelievably helpful.
– Mr L

One day in October we received a phone call from an incredibly distressed customer, whose car alarm was continuously ringing whilst it was parked in her work car park and despite numerous attempts to turn it off, nothing would work. The continuous ringing led to employees from surrounding companies complaining about the noise.

Ms G spoke to Peter, who heard the panic in her voice and leapt into action. Despite having a busy day ahead, Peter arranged for the car to be collected on the same day and provided Ms G with a replacement vehicle. By the end of the following day, the issue had been diagnosed and rectified and by Monday morning Ms G was back in her car, thankfully, without the continuous ringing of the car alarm!

Ms G was delighted with Peter’s service and willingness to help despite it being last minute. She was so delighted that she sent in an email highlighting how happy she was with the quick turnaround and the overall service provided. Well done Peter for your quick thinking and dedication to providing outstanding customer service!

I was very pleased with the excellent service that I received from Peter!

Mr B rushed into the centre one evening in a bit of a panic; his original plans for that day were to head off on holiday, but a coolant warning light appeared on his dashboard!

Knowing Mr B was in a rush and needed to get to the airport that same evening, two of our technicians, Robin and Jory wasted no time in getting to work on Mr B’s car. Not only did Robin and Jory stay after hours to carry out a diagnostics test, but they also worked until 8pm to fix the fault and make sure Mr B was able to drive away and get to the airport on time.

Mr B was extremely grateful for Robin and Jory’s hard work and determination.

Well done Robin and Jory – this is a great example of going the Extra Mile for our customers.

Thanks to Robin and Jory for using their own time to fix my car – without them, I wouldn’t have been able to stick to my schedule and get to the airport on time.
– Mr B

Faye has demonstrated an exemplary commitment to customer service and teamwork over the past few weeks; picking just one occasion feels like somewhat of an injustice.

Earlier in August, Faye rescheduled her annual leave in order to assist her counterparts in Solihull with their warranty administration as they were short-staffed. Faye made the journey to and from Solihull over 5 days and did so without any hesitation and with her usual sunny disposition.

On several occasions throughout August, Faye has volunteered to help our General Sales Manager with the delivery of customer vehicles throughout the country, often during her own time. The most notable of these occasions was when Faye gave up her Saturday to deliver a customer’s car to North Wales, leaving at 4am to complete an 11-hour round trip. Needless to say, the customer was over the moon with the exceptional service that Faye had provided.

Faye has shown how going the Extra Mile for her colleagues and customers has such a tremendous, positive impact on the business and the brand. Well done, Faye!

I know that it had been an early start and a long journey for Faye but she turned up with such a huge smile on her face and seemed only too happy to be here. I really appreciate the effort that she went to in getting my car to me that morning. Thank you so much, Faye!
– Mr A

Sarah recently arranged a customer track day at the Silverstone GP Circuit for customers in their sports cars.

We had a total of 10 customers who joined us for the day to brush up on their driving skills. They were supported by one of our Porsche Technicians and were given free instruction throughout the day by a former Carrera Cup driver. They were also treated to a three-course meal for lunch at the Porsche Experience Centre and goody bags at the end of the day.

Sarah managed to negotiate the day to a low cost both to the centre and to our customers. We are confident that it will be the first of many events.

Just wanted to drop a quick line to say thank you for organising the track day on Thursday. What an excellent day! 100% count me in for the next one. Ed was fantastic and added so much to the day. Also thank you for the goody bag, completely unexpected bonus to what was already an excellent day.
– Mr B

Good morning Sarah, I just wanted to thank you for organising such a good day… I thoroughly enjoyed it and was great to get the car out on track at last… it’s now with Charles having its ‘de track’ clean! Already looking forward to the next one.
– Mr C

Many thanks for today, it was ace! Thanks to all from the dealership.
– Mr W

Steve was dealing with a customer who was stuck in London on a family emergency and unable to get his car to the Centre as agreed for his service and MOT.

Steve was the only manager available at the time to deal with Mr X and straight after work got the train and met Mr X at his home and took the car away for him ensuring his service and MOT were completed on time. The car was then delivered back to the customer. Mr X was delighted with the service received and has consequently placed an order for a new Porsche.

Chad had some excellent feedback from a customer who received their car over the bank holiday weekend. Chad noticed that there was a fault on the vehicle and on his weekend off ensured that the customer was not affected by this and that they could take their car on time and as expected.
The customer sent the following email into the dealership:

Last weekend I purchased a Cayenne S from your showroom and took delivery of it this weekend. I wanted to write to you to say how impressed we were by the level of service delivered by Chad.

Not only did he pull out all the stops to get it ready on time for us but after a slight fault with the car then went above and beyond on his time off this weekend to ensure we were happy. I’m sure this is the level of service expected of your sales team but I wanted to pass on my expressed thanks and gratitude for Chad’s extra effort.

The customer was due to have a handover of their car and they had been having some in-depth discussions with their sales executive leading up to the handover. The sales executive who sold the car had started their paternity leave the day before the handover which had left the customer unsure what was going to happen with their handover the following day. Sarah stepped up and dealt with the handover so that there was no inconvenience to the customer. The customer a few days later sent in the following email:

Gina and I will like to say a big thank you for all that you have done over the last few weeks. We thank you for taking the time to pick us up from the train station which made our journey to Porsche Silverstone a lot easier and very pleasurable. I also had the opportunity to see the Macan being driven and ask lots of silly questions about operating the air con, radio, SatNav etc. Thank you also for the superb handover, taking us through the different options and functions of the computer systems on the car and setting the phone up so we were ready for our first journey. We both thought the drive home was brilliant and we are really looking forward to getting our own spec car with the air suspension and the rest of the toys we ordered. We thought it was very kind of you to provide the boot liner and Apple CarPlay lead and very thoughtful to have bought us a wonderful Jo Malone Lime Basil and Mandarin diffuser, Jo Malone is Gina’s favourite and we both love this fragrance. Once again Sarah many thanks for all that you have done, we know this was dropped on you last minute but you have handled it impeccably and have been so attentive whilst resolving the issues.
– Mr H

During the busy month of March, Tracey and Jo took the time to arrange special welcomes for all of our customers who were collecting their cars.

They made sure that a table of refreshments and goodies was laid out in the showroom and ensured that it was kept refreshed at all times.

All of the cars were individually decorated which was greatly appreciated by all the customers.

One particular customer, who was collecting his new Boxster with his partner, was celebrating his birthday and was presented with a birthday cake and card, much to his surprise. Another customer mentioned that they wanted to go for an afternoon tea somewhere locally, so the girls arranged for them to have afternoon tea in the Centre.

Carl has shown excellent levels of service and took great care and attention when delivering a customer’s car. The customer was so impressed that they left us a 5 star google review.

Carl the excellent service delivery driver spotted a slight fault in the transfer case and proactively reported it for investigation in the technician's test drive. Porsche Silverstone arranged a replacement under warranty. I am just so pleased with the service from Porsche Silverstone these days and their excellent staff.
– Mrs. E

Donna is fairly new to Porsche Silverstone and over the last month has really excelled herself.

We had a particularly busy month in January and on a few occasions Donna has come in early, stayed late and also worked the weekends she was supposed to be off. Donna has proven she is a real team player and has been nominated several times for this award this month by different members of the team which confirms how much of a valued member of the team we think she is.

Donna gets on with the job and always goes above and beyond with every valet, helping us to ‘Make it Special’ for our customers.

A service customer, Mr S, was on his way to the Centre to drop his car off to us however he was stuck in heavy traffic due to an accident. Rob stayed until 7pm for Mr S to get here and this was Rob’s first day with the company! The customer was very grateful that there was someone here to look after him when he arrived.

Another example of Rob’s excellent service was one Saturday, a customer was bringing their car in for a service and hadn’t mentioned that an MOT was required. Our MOT test centre isn’t open on Saturdays so Rob had arranged for another test centre to MOT the vehicle and paid for this out of his own pocket. The customer was really pleased with the service and has confirmed that due to Rob going the extra mile he will continue to use our servicing and MOT for years to come.