Mr Alexander had arranged with one of our Sales Executives to test drive a Macan on the 25th January. He was greeted by Rosy on his arrival and was chatting with her whilst the Exec fetched the car he was to test drive. Rosy noticed that Mr Alexander was looking anxious and asked if he was OK and he said he was diabetic.

Rosy asked if she could get him anything and he asked for a ham sandwich with a smile on his face but said a biscuit would keep him going whilst he went on a test drive. Whilst out on the test drive she went out and collected a plain ham sandwich which was then waiting for him on his return on our coffee bar, he was delighted by this gesture and of course, went on to purchase the car.

A little gesture that made a huge impact with Mr Alexander.

Late one Friday afternoon, we received a call from an upset Mr Hambleton regarding his wife’s Macan which had developed an issue on the way back from one their children’s nativity plays at school. Mrs Hambleton was distressed and really concerned due to the pressures of what was planned that coming weekend and the build up to Christmas.

Following a discussion and agreement with the customer, Paul volunteered to take a replacement car to their home address that evening and bring their car back into work. The Hambletons live approximately 60 miles away from the dealership, Paul drove to their home and waited for Mrs Hambleton to arrive back at home from another appointment, swapped cars and drove back. Paul arrived at his home after 9pm that night. The issue was resolved and the car returned Tuesday the following week.

Whilst we recruited for our replacement full time accounts assistant Pauline, who works part time, could see as a business we were under pressure and without having to be asked, stepped into the role helping to cover that position. She continued doing her own work, which of course meant working longer hours and therefore changing her own personal arrangements.

Pauline also helped to train a temporary assistant and subsequently has helped to train our new full time assistant. Her attitude is exemplary, especially during the few months this was going on and whilst this was not directly towards an external customer she certainly ‘Made it Special’ internally.

One Saturday afternoon, Mr Bullon phoned and spoke with one of the sales team saying his 911 was stuck in gear and he was due to drive to Germany the following week – could we help? They called Stuart to see if we could offer any assistance and Stuart phoned Mr Bullon to find what the exact issue was.

After a couple of photo messages, Stuart could tell the selector cable had broken. He arranged to meet Mr Bullon on Sunday morning to take his keys off him as he had arranged for a breakdown truck to collect his car on Monday morning to recover the car to work, it was duly fixed and returned to Mr Bullon on the Monday. Needless to say he was delighted with the service he had received from Stuart which completely exceeded his expectations.

At around 5pm one Thursday evening, Howard noticed an elderly lady walking around outside the showroom. He approached her and asked if she needed any help and it very quickly became apparent to him that the lady suffered from dementia. He brought her inside the dealership and made her a cup of tea and chatted with her trying to find out where she was from – the lady was in her mid 80’s and could remember everything from her early life but nothing about the here and now.

Realising the seriousness of the situation he called the local police who attended and tried to help by contacting her family with no success, apparently she had wandered off on numerous occasions before. Howard stayed with her until the police finally took her home at 7.45pm. He ‘Made it Special’ for a very confused old lady who needed help.

Zoe had a customer in for a routine service who came in with his little boy called Charlie.

After talking to his father it became apparent that Charlie had been diagnosed with cancer of the kidneys. Charlie was the happiest little boy you could find. Zoe got him a Lego Porsche car for him to build as a present and she then went on to getting a collection together to raise money for his charity. Zoe raised £100 to which his father was over the moon, to the point of welling up with happiness and gratitude.

Little Charlie has since returned with his father to see Zoe and the relationship continues to blossom. Zoe showed compassion and thoughtfulness toward this family with no expectation of anything in return even though Charlie’s dad has expressed his interest in purchasing a new 718 since this event.

Well done Zoe… Great work.

Our sales department took an inquiry from a prospective customer on a used Macan, the car we had was not to his first choice specification but Edinburgh had the car he was looking for. We were on a tight time scale as the customer wanted the car for the next weekend to go on holiday in. Whilst we were deliberating what to do Gavin had overheard the story and offered his services to collect the car.

We agreed the deal with the customer and we immediately booked an early flight to Edinburgh the next day which Gavin took and drove the car back here in time for us to check and re-valet in time to handover the day after.

Gavin is a true team player and saw the bigger picture. The customer was delighted.

Our valeting team always seem to step to the fore when the pressure hits, these guys are the unsung heroes. This was month was no different, with many deliveries falling at month end accompanied by staff holidays, this only added to the pressure further.

With no questions asked, Dan jumped in head first, coming in early and finishing late for a number of days, including all day one Saturday, to ensure all customers’ expectations were met.

Throughout this busy period, his attitude was second to none, as it always is, showing he is a true team player.