As part of our marketing strategy for 2016 it was agreed that the Aftersales department would get more involved with the sales team at events during the year. With the annual Game Fair looming the Aftersales team were asked for volunteers to assist with the show and Ross volunteered from the workshop. Ross attended the Game Fair on all three days (giving up his weekend to attend the show) and received some fantastic feedback from the other team members.

Ross, out of his normal comfort zone, was happy interacting and taking enquiries from both prospects and current Bentley owners. In fact, Ross took the initiative to introduce current owners to a range of new styling upgrade packs which have just been introduced by Bentley. He helped the team bring back over 50 qualified leads from the event and over the next few weeks the team hope to convert these leads into both car sales and aftersales customers. This was a great effort from Ross and deserves recognition of both a commitment to providing customers and potential customers with great service and also a true One Team approach.

Well Done!

We recently received this feedback from Sanjay at the BMW Contact Centre who said ‘One of my team just sent me this, it’s her partner’s cousin that two of your team helped…Great service by Bentley Leicester!’

A lady was on her way home from the hospital and her Maserati got a flat tyre, not just a puncture but was completely flat. She rang the RAC and was not feeling confident with the way the call handler dealt with her call so was starting to worry. Two men stopped to check if she was OK and then proceeded to help her get her car back on the road so she could get herself and her son home safely. All the time they were with her she felt the worry and panic that had been brewing up easing. So who were these local heroes? Rick and Tim from our dealership team.

She posted what had happened on social media and has since been into the dealership to say thanks in person for the help she received and give them a bottle of wine each.

Charles attended a Mrs Taylor in Sheffield who had the Engine Management Light on after we had worked on her car only the week before. Charles brought the vehicle to us with the idea and plan of returning the car to the customer the same day. However on further investigation, the EML was caused by a different fault and parts needed to be ordered.

As this left Mrs Taylor without her vehicle for a few days Charles drove back over to her house in Sheffield on his way home that day to simply drop her a bunch of flowers to apologise for the inconvenience and disappointment this delay had or could cause. Charles did this totally off his own back and needless to say the customer was delighted and touched with how thoughtful Charles had been.

While on an advanced Pilota driving course, Matt took several pictures of our customers during the event – without their knowledge and in funny poses. He emailed them back to the showroom. Gemma, our Host, came up with a great idea of printing the photos, framing them and then sending them out to the customers. She made sure they all had personalised funny captions and then posted them to the customers so they were waiting for them at home when they returned from the trip.

Each customer contacted us to thank us for the funny memento of the trip and to let us know how pleasantly surprised they were by the thoughtfulness.

Well done Gemma!

Rachel took a call late afternoon from a stressed sounding Mr Cairnes who had a screeching noise from his Maserati and felt it unsafe to drive. Rachel helped to relax Mr Cairnes and thinking on her feet arranged Maserati Assistance to recover the vehicle to us straight away, she also arranged a Maserati loan vehicle to be cleaned for when Mr Cairnes arrived here at the centre.

The Maserati arrived on a recovery lorry before Mr Cairnes was here and Rachel quickly got the car into the workshop to be investigated by a technician. The tech found a stone trapped in the brake backplate which was causing the noise and had caused no damage. The stone was removed and the car was cleaned just in time for Mr Cairnes’s arrival.

Rachel greeted him in person and delivered the fantastic news that we had fixed his car and he could carry on with his day without further disruption.

Rachel really went the ‘Extra Mile’ to turn this scenario around and ‘Make it Special’!

One of our clients, James D’Souza, was having problems with his Ferrari 458. James has recently got married and it was his wife’s birthday so they had planned a weekend away. Jo had built up a good rapport with James in previous dealings and although a loan car had been provided by Assistance, it was not a Ferrari.

Jo undertook to deliver their car back to them at the hotel in Kent where they were staying on the Friday evening in her own time to ensure the D’Souzas could have it back as soon as possible. Due to the usual challenges of the M25 on a Friday Jo did not arrive until very late but the D’Souzas were delighted that they had the use of their Ferrari for the weekend and to allow for the celebrations to proceed.

Well done Jo!

Mr Carter from Nuneaton in Warwickshire was trying to restore a 1968 911 when he hit a bit of a snag. He needed to replace the two front wings but was having great difficulty sourcing them, he had tried all the Porsche Dealers in his area and a few other specialists but could not locate them anywhere. During his hunt for the wings, Mr Carter was advised to contact Daniel Anderson here at PCG as he had helped locate other Porsche Classic parts previously.

Daniel began the hunt for the wings and after a couple of days of searching, he managed to locate the two wings that Mr Carter required so he ordered them and informed the customer. Mr Carter was absolutely delighted to receive Daniel’s call as he was beginning to give up hope of ever finding them. As soon as the wings arrived at the Centre, Daniel got them sent off to Mr Carter to allow him to resume his restoration. Not only did Daniel delight Mr Carter with his great customer service and persistence but he also made over £2000 for the dealership. Well done Daniel, this is a prime example of ‘Getting it Right’ and ‘Making it Special’!

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!

Stephen really stepped into the breach recently when Michael, our Parts Manager, was away on holiday and our new team member in Parts had not yet started. Despite the challenges, Stephen managed to continue to give all his customers, particularly our Trade customers and the workshop team, a fantastic level of service.

He came in early and worked additional hours without being asked to ensure the department continued to give great service and deserves recognition for his fantastic efforts.

On a Sunday evening, Mark Cahill received an email from PCGB asking him to contact a Porsche owner who had left his car at Porsche Centre Silverstone on the Sunday morning.

The owner had left his car at Porsche Centre Silverstone for the day without informing the Centre while he attended Silverstone Classic over the weekend. When he returned on Sunday evening to collect his car, it was locked in behind the barriers.

Mark realised from the email communication he was sent that the customer did not live close to Silverstone, so it would be a considerably long journey to return to get the Porsche on the Monday. Mark contacted the customer directly to arrange him collecting the car Sunday evening so that he could continue his onward journey.

The customer was very happy that Mark was willing to give up his own time to help him get his car out, especially as he was not a customer of the Centre with living so far away. He said he will walk away with a fantastic lasting impression of Porsche Centre Silverstone and their Aftersales Manager.

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.

Mr Field had ordered his Huracán Spyder 12 months previously, literally as he was collecting his Huracán Coupe from Lamborghini Edinburgh.

The transporter with his new car was due to arrive on the Thursday morning, but unfortunately didn’t get to the dealership until early Thursday evening.

Martin Tracey worked over on the Thursday night to have the PDi completed along with the COBRA installation, so Mr Field could collect his car at 10am on the Friday morning, his birthday.

Great commitment to ‘Getting it Right’ and ‘Making it Special’ for our customer!