After taking delivery of an Aventador Roadster, the customer spoke with Adam late afternoon and explained that he was experiencing starting difficulties. Adam and Cameron drove to Kent straight away, arriving around 7pm but, frustratingly they couldn’t resolve the fault so they pushed and repositioned the car for recovery and returned home around midnight.

The following day Adam was on a course, throughout the day he spoke with Lance trying different options. When the course finished he returned and supported Lance and they eventually traced the source to a faulty instrument cluster, resulting in another late night. The following day they were informed by Lamborghini that the part was on back order, by now the customer wanted his money refunded.

Lance decided the only option was to rewire from the fuel pump to the dashboard. The Roadster was returned early Saturday morning by truck, the customer was delighted and completely oblivious to the man hours and commitment given behind the scenes from Adam and Lance.

Our nomination for this month is Daryl, for not only providing an exceptional standard of service to customers, but for also proactively undertaking additional tasks during absences to help the rest of the team. With our GSM away on holiday, Daryl took on additional work to ensure the sales department continued to run smoothly, assisting other members of the sales team when required, ensuring the showroom was always presentable and adhering to brand standards, as well as continuing to excel at his own role.

When it comes to his customers, Daryl always goes out of his way to ensure they receive the highest level of service. There have been several occasions where Daryl has travelled to meet a customer outside of working hours to ensure the customers’ buying experience was as convenient as possible. We regularly receive comments from customers praising his attention to detail and the unique service he provides, which make his customers come back over and over again.

We received a frantic call from Mr Berg who was touring Italy in his new McLaren 570S and his air conditioning stopped working completely. Mr Berg has owned Porsches for 30 years and has very high expectations in terms of reliability and service follow-up.

Gemma Cormack received his first call and having then spoken to McLaren Automotive it became clear they had no immediate solution and local dealer to get to assist the customer. Gemma took it upon herself to establish Mr Berg’s exact itinerary and it transpired that he was due near Geneva in the following 48 hours. As an alternative to telling the customer that McLaren had no solution to assist him Gemma suggested that it would make more sense for him to wait until he was in Geneva as he planned to spend at least 3 days there and it would give them chance to carry out a repair without holding up the driving element of his trip.

Not only did Mr Berg agree that this was sensible but Gemma organised a loan car to be ready and available, for the parts to be ordered in advance of the customer and car arriving and also for a specific point of contact to be responsible for a very slick meet and greet. Needless to say the customer was delighted!

Lee sold Mr McCallum a used Ferrari California T and his son, William is a huge Ferrari fan. His father told Lee that he would be bringing his son to the handover as he was so excited to see the various cars in the showroom.

Lee used the opportunity to make the handover extra special by showing William around the facility, presenting him with a gift wrapped remote control California and Ferrari baseball cap and then our Host Gemma took a picture of father and son next to their new car.

Whilst Lee completed the paperwork, Gemma then printed and framed the picture for Lee to present at the final moment of the handover.

William and his father were so pleased that William even recorded a video (in his baseball cap) thanking Lee and Gemma and emailed it into the dealership the following day.

A special thanks to Lee Whyman and team for all their help and making William and myself feel very welcome, Great service!

Rachel looked after Mr Cherry and his F12 whilst it was in for service and he was waiting in our showroom. Our technician identified a fault on the car which we needed to order parts for and Mr Cherry was safe to use the car in the meantime. Mr Cherry indicated to Rachel that he was going on a European tour in the car and would like to get the part replaced before he went. A week later the part arrived (2 days before his European tour) – Rachel excitedly telephoned Mr Cherry to give him the good news, he was delighted with this and arranged to be with us at opening time the following day.

During the call Rachel found out it was his birthday that day so without hesitation she ordered a personalised birthday card to be delivered the following morning and on her way into work she popped into a supermarket and purchased a birthday cake and a bottle of Champagne.

Mr Cherry arrived early and Rachel greeted him and showed him to an office as he’d said he needed to do some work until the car was ready. Once the card arrived Rachel got all staff to sign it and then presented Mr Cherry with his birthday surprises, he was overwhelmed and said he had never known service as good as this ever before.

Our nominee for August is Ashley from our Reception team based at our Tower showroom site as she consistently gets mentioned in our customer feedback.

Very warm and professional welcome immediately as you walk through the doors. Reception is well situated and the reception staff were immaculately presented and charming. Having been to a number of other showrooms in the last two months, this was the warmest and most professional treatment I experienced. Perfect balance of friendliness and professionalism. I was made to feel very welcome and very special. From initial contact to driving my new car away, the entire experience was a joy. With a two year cycle on my cars, I fully expect to return to this showroom for my next car. I am not sure if you have a staff recognition scheme for excellence but if you do I would like to make a recommendation.
– Mr Neil

Mr Ingram had previously had a very disappointing experience when trying to book his car in at another Centre for some service work. This experience left a very bad taste in his mouth and made him reluctant to use another OPC but he called Porsche Centre Glasgow’s Service Department as he didn’t want to take his pride and joy to any old garage. He was put through to Allan who dealt with Mr Ingram’s requests efficiently. Mr Ingram was delighted by the service he received from Allan who was friendly and professional from start to finish and sent in a lovely email about his experience:

Allan was very helpful gathering the information up front about what the car needed.
I especially liked the effort in sending the email, outlining the things the car was coming in for as that’s the bit where you get the chance to add other bits you more than likely forget to ask about on the first call, so that was very useful. On reflection the service was outstanding and I will not hesitate to call again for more work as the car is due a few items under warranty and also over the winter. The mints and water are a nice gesture as sitting in traffic around Braehead at 5.30pm isn’t the best!

Jaz joined Porsche Leicester at the end of June and has certainly already made a superb impression on our customers:

I contacted your Service Department on Tuesday this week (16 August 2016). I was making an enquiry about a vehicle I am purchasing from another Porsche dealership. I wanted to validate the authenticity of the PDI and service history. My call was taken by Jaz and I wanted to pass on my thanks and let you know as the General Manager (or equivalent) on how Jaz exceeded my expectations. Even though I’m not Porsche Leicester’s customer, Jaz was so professional in making sure I received the information I required to ensure I was comfortable spending £100K plus in the network. A great indication of the quality within the brand and dealer network.

Please pass on my thanks to Jaz. She made a difference and it should be recognised. I was going to purchase an R8 but the Audi network are nowhere near the quality of the Porsche people in the dealerships. I also have an AMG and I have to say that Mercedes build great cars but the people are not as good as they think they are. Please pass on my thanks to Jaz. She has influenced my decision to stay with Porsche.

Andy is a credit to this business, he is the first to help out at events and his willingness to get involved with customers is paramount to the success of the aftersales team by helping to build our great reputation.

In early August we held our Annual Show & Shine Summer BBQ, we had over 100 people turn up throughout the day and Andy offered technical advice. Andy went that ‘Extra Mile’ for lots of customers on the day, just one of many examples being Mr Bates. Mr Bates had an issue with his 911 Targa roof, with no hesitation Andy obliged and had a look.

As it turned out Mr Bates was missing a vital clip that could lead to the roof being damaged. He was obviously worried but instead of passing him to service to book him in for the following week, Andy went that step further, by sourcing the clip from another Targa in the compound and rectified the situation within minutes. Mr Bates was blown away by the level of care and willingness Andy displayed, which meant that not only had the issue been rectified but it also meant he didn’t have to return at a later date. Mr Honess and Mr Steed also had concerns with their cars that Andy resolved on the day, both were amazed at the level of customer service he displayed.

Due to unavoidable overlap of absences in our Reception team, the front desk was looking a little bare at the start of August.

Charlotte, our Accounts Assistant, was happy to help out at the busy time. To make sure that month end was properly seen to at the same time, Charlotte was even taking her own workload downstairs with her to make sure she could close the accounts during quiet times. Charlotte showed her ability to multi-task by displaying her professional hosting skills while finishing the accounts and was complimented by the customers for her warm greeting and friendly service.

Charlotte has shown fantastic team spirit by stepping in to ensure that every customer was greeted in a true Porsche fashion, especially as this meant that she would have to stay behind to finish up her own work most evenings.

Well done Charlotte for giving the customers fantastic service at a busy time!

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.

Mr Nathan Ellis-Calcott decided to call our Head of Business a few days ago to convey his absolute delight over his 3rd Porsche which he has purchased from our centre and the service he has received from Paul Paxton in particular. Time and time again, Paul has gone beyond the call of duty to give Mr Ellis-Calcott an exemplary experience. From visiting Mr Ellis-Calcott at his house and work to working out of business hours Paul has really demonstrated our philosophy of ‘Getting it Right’ and ‘Making it Special’ on each sale. Furthermore, Mr Ellis-Calcott advised the General Sales Manager that one of the main reasons for him buying from our centre time and time again was due to Paul.

For some of the answers I marked 'as I expected', this is because I have bought three cars through Porsche Edinburgh and the standard of service, personnel and and overall experience is one of complete excellence and I have become accustomed to it. People worthy of mention and in no particular order are Paul Paxton and Allan Duke - Your customer service and quality of product ensures my future custom. First Class.
– Mr Ellis-Calcott