During June, Sarah received a call from Mrs Green a Bentley owner, who was very stressed as she was sat in her car in a flood situation. Sarah spoke with Mrs Green and arranged for Bentley Assistance to attend, over the following hour and after several phone calls Sarah had ensured Mrs Green had got to safety, Mrs Green had sort refuge in the local Iceland store. Sensing Mrs Green’s trauma, Sarah called her and said she had finished work for the day and would go straight to where she was and take Mrs Green home, wrapped in a dry blanket.

Sarah would then liaise with the recovery team to give them the keys so the car could be recovered, her GTC could now be written off due to the extent of the water ingress .

Through Sarah’s actions after the end of her working day and using her own vehicle the customer was safely returned home and the recovery of her car was successfully completed. This action was appreciated so much by Mrs Green that when Sarah was at work the following day a large bouquet of flowers was delivered with a message thanking Sarah for her actions.

Well done Sarah!

A clear case of ‘Getting it Right’ and ‘Making it special’.

James was nominated by Mrs Lefley who works for the local council. She had just had some work done on her Vauxhall Corsa’s brakes and as she was passing, they were overheating so she pulled into the dealership and asked for help.

James offered her a drink and to call a taxi but she was in a hurry so he cooled her brakes down with water to allow her to get on her way. Mrs Lefley was so pleased with James’ help, she took the time to send in the following email via our website:

“I would like express a sincere thank you to the friendly reception staff and the man that helped me today when my car had mechanical issues. I am aware I am not a customer but felt that a thank you was deserved!”

A Mr Kingsly rang our support/24 hour phone line on a Saturday morning at 6.30am in distress as he had a very important appointment planned that day and his car had a warning lamp on and it wouldn’t move. Matt Thomson jumped in his car and drove straight over to the workshop to grab his tools and drove 65 miles to see if he could be of help. On arrival Matt found the Electronic Park Brake motor had failed, so he deactivated the EPB and made sure the car was safe so that Mr Kingsly could make his appointment on time. Mr Kingsly was exceptionally grateful and then booked into the dealership to have the rework carried out at a later date and at his convenience.

Mr Ashcroft had an issue with the lamp alignment on his Mulsanne. Due to the location, Mr Ashcroft wasn’t able to come to the dealership and was worried about using the car. When Mat heard this he volunteered to give up his Saturday and go to see Mr Ashcroft at his home to carry out the investigation to try and speed the repair up. Mr Ashcroft was over the moon in his eagerness to help with this unfortunate, stressful and inconvenient issue and he was even more delighted that the repair could actually be completed fully at his home.

Mr Davies received poor service on his last purchase from a different motor dealer so was clearly on the back foot when purchasing his new Maserati. We received an email regarding his experience.

I have recently purchased a new Maserati Ghibli from your dealership, I wanted to take the time to say how thrilled I am with both the car and the service I have received! My salesman was James Smith whose attitude and attention to detail was second to none from start to finish he was a pleasure to deal with and I feel must be a great asset to your team! In my line of business people are very quick to complain and less keen on taking the time to give praise where due. Thank you for making my experience with you a pleasure and looking forward to upgrading in 2-3 years time.
– Chris Davies

Mr Drayton called us late on a Friday to say he was planning to go away in his 550 Maranello on the following Tuesday and could we collect his car and fix it as, when he had started, the car the engine lamp was displayed and the engine was running rough.

He was based 150 miles away from the dealership and with our transporters being fully booked and no contractor being available, we were discussing ways we could help Mr Drayton when Jonathan overheard the conversation and advised he would go to Mr Drayton’s straight from home early on the Monday morning and see if he could resolve the issue for him. Mr Drayton was very happy with this and when Jonathan arrived and investigated the fault he found a new part was required. Thinking on his feet Jonathan drove another 60 mile round trip to go to Maranello Parts and collect the required part. Once back with the car the new part was fitted and the fault rectified. Jonathan arrived back home at 9.30pm.

Mr Drayton was over the moon with the service.

Mr Worrell is a new customer to Maranello who enjoys his Maserati. One evening whilst driving to bring his car in for service, he ran out of fuel having misjudged how much range remained.

It was only 10 minutes until we closed but he was left stranded with no means to get fuel to his car and there was no fuel station nearby. Paul volunteered to get a jerry can and obtain some fuel and then went to meet with Mr Worrell. After battling the rush hour traffic and a queue at the filling station, Paul was able to return to Mr Worrell and fill up his car, they then drove back to the Service Centre.

Mr Worrall’s lift was unable to wait for him so Paul kindly took Mr Worrell home, despite this being a considerable distance out of his way on the home journey.

Needless to say Mr Worrell was very happy and grateful for Paul’s support.

Stuart recently sold a car to a couple from London. The couple left London on the train at 7am to make their way to the dealership where Stuart was going to collect them from the train station. Stuart left the dealership and went to the train station but he made a stop at Costa first and got the couple a coffee each for getting off the train which they were extremely grateful for as they mentioned below in their Porsche Passion comments:

Stuart Wallace picked us up from Glasgow Central Station and met us with a cup of fresh coffee which was a very nice touch. He is a pleasure to deal with and a very positive advocate of the brand. Taking a presentation photograph of the car with my wife and daughter was also appreciated. Dominic Bell and Robbie Berry run a very tight ship at Glasgow Porsche and deserve a lot of credit for their professional approach to customer satisfaction. It is unusual in my experience to find such good customer service in the car trade. I have dealt with other Porsche Centres in the past and this is by far the best.

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!

Our nomination this month is for David Brown. Not only has he worked here for 30 years but he is always cheerful, always helpful and nothing is ever too much.

He is known by most of our customers and always takes time to speak to them and make them feel welcome, no matter what their reason is for visiting. I do feel that he always gives 100% of himself to the Company and nothing is too much trouble. He always covers for other staff, without any hesitation and is very well liked by the staff and customers alike.

When a customer was pressed for time and needed his car delivered to Edinburgh as a matter of urgency, Carl offered to help.

Carl trailered the car up to the customer to avoid putting any extra miles on the car for him. Carl gave up his own time on his Saturday off just to make sure that the customer was ready for a touring holiday that he was about to embark on, which wouldn’t have been complete without his new Porsche!

When Carl arrived with a bottle of Champagne for the customer to enjoy, the customer was delighted with the fact that he had gone the ‘Extra Mile’ to help him out and could go on his holiday with a big smile on his face.

This is not the first time Carl has selflessly volunteered his own time to ensure that a customer has had their new car delivered in time, and he often will go beyond the 9-5 call of duty to make sure a customer’s first impression of their new Porsche is a good one.

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.

Patrick as well as the other team members at Edinburgh dealt with a Dr Moran very well from start to finish. Dr Moran had brought back our Ghibli Diesel from a 24hr demonstration drive. On that Saturday afternoon Patrick had gone out to see a customer so Gary Beattie in sales helped with signing the Ghibli Diesel in, and discussing the vehicle with Dr Moran. Dr Moran liked the vehicle but felt the size was a bit too small for his needs. Gary directed Dr Moran to a Quattroporte to look at, and then introduced Jonathan Douglas our Business Manager.

Dr Moran was very impressed with the Quattroporte and liked the demonstrator he sat in. Later that day he called Patrick back and deposited on the Quattroporte demonstrator and said how impressed he was with Patrick’s service and also that of the other team members, in particular the way the whole process had been conducted from very first phone call.

Comment from his later email: ‘I have never had such superb service, without any pressure and extremely helpful. Thank you…if you would like me to put anything on your website, I would be delighted.’