A customer called into the dealership to say he was blown away by the fantastic service he received from Stuart.

Stuart went to collect a customer’s car and got into a very in-depth conversation about the brand. The customer was really impressed by Stuart’s knowledge of Porsche and he advised the customer what to look for in his next purchase. The customer would have purchased the wrong car, but with Stuart’s guidance, he was able to make an informed decision. He called into the dealership to say that the passion within our dealership was fantastic and Stuart should be a sales person!

Maisie took a call from a customer who was very unhappy with the Vodafone tracking system. Her husband is also going through cancer treatment which was putting excess stress on their lives and they needed a resolution.

Maisie is not a technical person but she decided to sort out the problem herself by diverting her journey home by some 15 miles to the customer’s house and then calling the manager, getting the system reset, resulting in the tracking system finally working. The customer called the dealership to thank us for our service.

When he is ready to buy his number 11 Porsche he will be straight in touch.
– Mrs G

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.

A vehicle came in as a breakdown with a smoking engine, and the customer, Mr W, was very upset that his 911 had let him down. He explained that his wedding anniversary was coming up (celebrating 28 years) and he and his wife had booked a weekend away.

Not wanting their special weekend away to be disrupted, Dave spoke to GSM to see if we had a spare car. Dave managed to get a nice Panamera ST for them to use and also had a special hamper made up and put in the car for them to enjoy on their journey.

Mr W was over the moon with his treatment and had a fantastic anniversary weekend with his wife.

A long-standing lady customer had arranged to collect her 5th new car from us. Rosy and Maureen wanted to make it a more memorable occasion for her, so they arranged a full afternoon tea complete with a glass of Champagne for her and her husband.

Mrs M thought they would be here at the dealership for half an hour, but no it was 2 hours – she was completely overwhelmed by the experience to the extent she hand-wrote our Head of Business a letter of thanks detailing what a fantastic experience she and her husband had.

Well done ladies, a great idea!

I thought I would be half an hour then off I would go, No! No! That was not to be, I was there from 1.00pm till 3.00pm. They had organized full afternoon tea, I even had a photo shoot. What an afternoon I had!
– Mrs M

Jim came to the dealership at 6.45am and had arranged to meet Tony Singh.
Tony was arranging to show Jim around the new Panamera G2. Tony met him early due to Jim’s commitments.

Jim had a dreadful trip from Shropshire due to traffic and was stressed but Tony sat him down and with coffee and cakes and got him into a relaxed state. When he had calmed down Jim went around the Panamera and was delighted so much with how Tony had treated him, he not only thanked Howard and expressed how impressed he was with Tony’s calming nature but then went on to order the new car.

Great result combined service into sales.

We recently had our 2018 Cayenne Launch night here at Solihull. Throughout the evening, we all were talking and getting involved with the 400+ customers. One customer was looking worse for wear due to too much champagne.

Lucy recognised the customer and sat him down to ensure he was fine. After much deliberation, Lucy got her car around the front of the business and took the customer home to ensure he arrived safely.

The next day Lucy organised the drivers to deliver his car back to his house washed and vacuumed. The customer was over the moon with Lucy’s service and came back in the following afternoon and gave her a large box of chocolates.

Whilst out on road test, Josh saw a car approaching him on the wrong side of the road, the car then veered left going into a hedge by the edge of a field.

Josh immediately stopped his car so other road users could see there was an incident. He then went to see if he could assist the driver of the car and inside was an elderly gentleman in a clear state of shock. The driver’s door could not be opened as it was stuck against a trunk so he called the emergency services and managed to gain access through the passenger door.

Josh comforted the gentleman until the Police arrived, reassuring him he would be ok. The Police commended Josh for his caring attitude as most people turn the other cheek these days.

Well done Josh.

On Friday 19th January, Mrs Faulkner called the service department explaining that her MOT had expired and she had to visit a relation over the weekend – could we help?

After a discussion with the service advisor, Adam agreed to meet Mrs Faulkner at her home (30/40mins away) at 6.45pm that night, bring the car back to work so the MOT could be carried out first thing on Saturday morning and returned. Adam had the car back at her home mid-morning on the Saturday with a new MOT and looking spotless after he had cleaned it.

The customer was delighted with the service Adam provided.

A very long standing customer of ours, Mr D Dutton, recently became unwell with a heart condition. He is fanatical about his Porsche and keeps it absolutely pristine. He phoned the dealership to discuss his situation and was worried about leaving his car in his garage not being driven for a few weeks whilst he recovers.

Paul took the call and discussed what could he could do to ease his concern, one of the ideas was to put his car onto a trickle charger and Paul offered to pop round to his house on his way home and sort this out for him. Mr Dutton was delighted and phoned Andy Reville, our Parts Manager, to express his gratitude.

Well done Paul!

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!

A customer collected his car from Service late one night at 6.15 pm and called in again later on to say his car wouldn’t start and he was parked in a dangerous situation. He was in Leamington Spa and Steve volunteered to go to meet the customer on his way home.

When he arrived he found a relay had failed which was not related to his earlier visit, Steve replaced it and the customer got on his way, this was now around 7.30 pm. The customer really appreciated the service he received, especially from Steve taking his own personal time to help him out.

A customer called late on a Friday afternoon stating he had broken down in Leamington Spa, as his suspension had collapsed, so we arranged for the car to be recovered. The first recovery truck could not load the car on, so a second truck was sent, this was now 8pm on Friday night.

Dean had arranged to meet the recovery truck here so we could secure the car in our compound, as Dean lives locally. It was nearly 11pm when the truck arrived together with the customer who was now tired and hungry and needed to get home to Nuneaton, 25 miles away. Dean offered to take the customer home for which he was extremely grateful for, resulting in Dean finally getting back to his own home at 1am. This is a great example of working as One Team and going the ‘Extra Mile’.

A customer brought her car in for an MOT on a Saturday morning, (a new customer to ourselves), and whilst carrying out the MOT we noticed a major fuel leak rendering the car unfit to drive. The car had been maintained by a specialist and it was during the last service the damage was caused, the lady broke-down in front of Lucy, but Lucy remained calm and helped prioritise the problem and came up with a solution and then took the lady home. The main reason for the nomination is due to the email I received from the customer which demonstrates that Lucy wasn’t just doing her job.

Thank you Lucy for this.

Also my sincere apologies for my meltdown on Saturday, so sorry! I think it was the straw that broke the camel’s back unfortunately. I can’t thank you enough for your kindness/empathy and for going the extra mile, you’ve restored my faith in human nature.

Thanks again.

Dawn.

Well done Lucy.

A lady customer telephoned in and spoke with Sarah regarding getting a problem fixed on her car, the lady was a little distraught as she had a very important trip to make to see her husband in hospital.

We were fully committed for collection and deliveries so Sarah arranged to collect the car herself. Sarah went to the lady’s home early one morning directly from her own home, ensured it was repaired, cleaned and ready for the trip and took it back later the same night to meet with the customer.

She telephoned our service manager and expressed her delight in the service she had received from Solihull in particular Sarah.

Well done Sarah!

We had a customer who wanted to reject her Macan Diesel due to ongoing DPF problems, the fault was rectified and Des took the car back to the customer (Mrs McAuliffe).

Mrs McAuliffe called me shortly after to express her gratitude for the repair but was more impressed that our ‘delivery driver’ bothered to take the time to take her on a test drive to demonstrate the difference now the fault has been rectified. He explained how this technology worked and how her driving style has an impact on the performance, he also explained how the Ackerman Principle works because she complained that the car made a ‘funny noise’ when turning.

Due to this she has now decided to keep her car – fantastic service Des, definitely ‘Making it Special’ for this customer!

Since Rosie joined us at the beginning of the year, the feedback from customers has been fantastic, people commenting on her always smiling and her general caring demeanour. The reason for this nomination is that even the smallest things can make a huge difference for a customer and ‘Making it Special’.

Mrs Alison Clements collected her new Macan on the 12th May, Rosie engaged with her and became really friendly even taking a photo of her receiving her new car. Alison commented on how nice our coffee was and just before she was about to leave, Rosie had found out that Alison had her own coffee machine at home and gave her a bag of our coffee beans for her to enjoy and to remind her of the special handover she had whilst drinking a coffee at home. Below is part of the letter I received from Alison and it goes to show how a small thing can make a huge difference:

I mentioned earlier ‘the cherry on the cake’, Rosie then came back and presented me with a bag. Inside the bag was a bag of the coffee I had enquired about earlier on. Wow, what an amazing thought; thank you so much Rosie!
–

Our Service department received a phone call from a distraught lady customer in Leamington Spa late on a Friday afternoon stating that her driver’s door mirror glass had been broken and she had to drive to Heathrow early on Sunday morning to catch a flight to Canada and was very concerned because of driving on the motorway.

We ordered a mirror glass to arrive for Saturday morning but she hadn’t time to drive to the dealership as she had a family luncheon to attend so Steve kindly volunteered to meet the customer at her home at 6.30pm on the Saturday night to fit the glass. He duly did this and the customer was delighted.

Well done Steve for playing a key part in ‘Making it Special’ for our customer.

We have experienced serious delays from the manufacturer due to additional quality inspections and then a delay due to the changes in VED. During the last 2 weeks of March this meant we had a significant amount of cars to prepare and deliver.

Daniel’s commitment and customer focus is beyond expectations, he worked exceptionally long hours to ensure no customer was disappointed with the presentation of their new car, ensuring every car was ready for the customer handover at the agreed times. Without doubt if it wasn’t for Daniel’s work ethic and customer focus we certainly would have struggled to ‘Make it Special’ for many of our customers and he is a very worthy nominee for this award.

Maureen had been speaking with Mr Slattery about his car as he had ordered some items from the Porsche Design range and arranged to meet him with the salesman at 7.45am on the morning of collection. Mr & Mrs Slattery were very excited and Maureen was asking him about his plans for the day and he said he was taking his wife for lunch at a surprise location in the Cotswolds. Maureen managed to gain the information on where they were going, still keeping it a surprise for his wife.

When they had left Maureen rang the restaurant and arranged for them to be met with a glass of Champagne on arrival.

I would also like to mention that having ordered some accessories from Maureen she engaged me in conversation on Wednesday morning asking of our plans for the day. You can imagine our surprise and gratitude when we arrived for lunch to find that she had phoned ahead and ordered some complimentary drinks. I called Maureen and thanked her but again wanted you to know how attentive and memorable your colleagues are.

A little thing that made a huge difference and made it very special.