Chris had a customer who had ordered and customised his new Lamborghini SV Roadster and wanted to collect the car from the factory – at this moment Lamborghini do not offer a factory collection option but Chris managed to convince them to have the car ready and collected from the Ad Personam suite at the factory. All was ready for the Friday collection however, the customer now had a very important business meeting on the Friday afternoon in the UK and required the car earlier. Chris rearranged all flights, transfers and hotel and, because of his relationship with the factory, was able to move things to a Thursday morning collection, allowing the customer to return to the UK when he needed to.

Chris was at the factory helping to complete everything in time with the team there and everything happened smoothly and even managed to arrange for Federico Foschini (Commercial Director of Lamborghini) to be there for this special delivery.

I wanted to just drop you an email to thank you for the great efforts you went to organising the collection of my Lamborghini SV roadster. From ordering the car, specification to collection the whole experience has not only been seamless but also fantastic. The trip to the factory was better than I expected and meeting Mr Foschini as well as moving the delivery date made this event even more special. Your hospitality, organising the hotel, dinner and drinks was very much appreciated and rounded the trip off perfectly.

Our Lamborghini Sales Manager Paul Quickfall was in Italy on a factory visit. A new customer to the business visited the showroom enquiring about buying a used Gallardo. Our Trainee Sales Executive, Vinesh Mistry, discussed various options with the customer, as we did not have a suitable car in stock. Having ascertained that he was focussed on a monthly payment rather than the price of the car Vinesh introduced Rob Watson our Business Manager to him. Vinesh remembered a discussion from a morning meeting where the strength of Huracán residuals had been discussed. It transpired that instead of a 12 plate Gallardo, the customer could afford a 65 plate Huracán with the same monthly payment.

When the customer took delivery he made a point of talking to our Head of Business about how professional and attentive Vinesh had been and what a credit he was to the business.

Julie has had numerous positive thank-you’s and mentions from several customers within their feedback following visits to the dealership. These include existing sales, service customers as well as prospects visiting us for the very first time. Julie has really embraced the “famous host” concept and creates a wonderfully warm and professional welcome to all visitors despite the fact that over the last 8 weeks she has been working with several temps leading up to the very recent recruitment of our new host Jessica. She also recently created a fantastic Halloween theme within the showroom and arranged for a customer to borrow some of these fantastic effects for his daughter’s party over the weekend for which he was extremely grateful.

A local father and son came in to have a look around. Ben, who is just 3, is a big Ferrari fan and wanted to come and see the cars. Andy Lilley happened to be passing through the showroom and took time to chat to little Ben explaining about the cars and the models whilst getting Ben to sit in the cars and take some pictures. The following week, we received a really lovely email from Ben’s father who wanted to thank us for the time we gave to Ben and how excited he was. Attached was a photo of Ben in one of our Ferraris! Gemma promptly framed and posted the picture along with a Graypaul cap and card, next day delivery to Ben’s house! Ben and his Dad made yet another trip to Graypaul armed with a lovely thank you card and Gemma made Ben hot chocolate and showed him and his Dad around the dealership, much to their delight!

It’s so refreshing to see an attitude like this, around vehicles of this type (supercars and luxury cars). A lot of dealerships tend to get quite protective over their cars, and discourage any interaction, but yours couldn’t have made us feel more welcome. Should I ever find myself in the market for a Ferrari, it will be from Graypaul Birmingham. Might be a while though, F50’s are quite expensive…

When looking to ‘Make it Special’ for Mr Kooner, Jonathan was faced with the common problem of what do you get the man that has got everything. Mr Kooner is a great customer across a wide range of Sytner brands and has had the ‘usual handover’ gifts many, many times.

On this occasion, upon collection of his New F12, Jonathan knew that this was a car that he had wanted for over 3 years, but never had the chance to purchase before this year.

Knowing Mr Kooner was a family man with two young children, both Ferrari mad (their names are even stitched into one of his car collection) he decided to give them a treat, and with some thought, purchased their first Scalextric set for them, including one yellow car to match the F12 and one red one to match another of his cars for them to enjoy and hopefully develop the future car enthusiasts!

Both children were delighted at the gift, and Mr Kooner really appreciated the thought of his family and including them in the excitement of the new car.

A long standing customer of Maranello asked if we could support him with helping a friend of his son’s from school who suffers from Autism. Sadly the boy was being bullied in school and was experiencing a difficult time. Being a Ferrari fan, Lawrence arranged with our customer for the child to visit our showroom with his family and provided a couple of hours out of his day to demonstrate and experience some of our beautiful cars. He also gave the family a tour of our workshops, so plenty of opportunities for him to take lots of photos and capture some special memories from his day.

This special one-to-one time was rounded off with a Ferrari goodie bag. The family were very appreciative and the visit resulted in one very happy boy leaving the showroom. The following week we received a telephone call from the family to say thank you and they also told us how, upon his return to school, a number of people had commented on his increased confidence and positivity which they attributed to Lawrence and the time he spent with him.

For the last four years, Porsche Centre Glasgow has run a ‘Big Day Out’ for the terminally ill children and families of CHAS Robin House. The event begins at Robin House, team members from PCG take Porsches to the hospice and meet everyone who will be joining us, we then head in convoy to the Rest and Be Thankful. Once there, we take the children and their families up and down the old military road which is a private road in the Porsches and everyone involved absolutely loves it!

Every year John manages to make the event bigger and better – he even managed to arrange a police escort from the hospice to The Rest and Be Thankful! John does everything he can to make it a special day for all involved. We have now formed a great bond with the owners of the old military road, a local catering company, the traffic police, customers who have attended and of course the staff and families at CHAS Robin House who are always only too happy to help all thanks to John’s passion for ‘Giving Something Back’ to the community.

Carl is a man of many talents! Not only does he deal with all the Warranty work, he is often called into the Workshop to assist as and when needed. An extremely hardworking individual, Carl has managed to build a relationship with customers who prefer Carl to work on their vehicles.

Some of the customer comments:

A special mention to Carl in the workshop for assisting with a reoccurring problem and diagnosing a faulting gearbox mount. Carl is a pleasure to deal with.

Carl is always pleasant and friendly. A great credit to Porsche Leicester.

Carl has always been the point of contact. He has always acted promptly, and with the utmost levels of professionalism.

Keep up the good work Carl.

The following letter was sent in from a truly satisfied customer, to be thanked in person is indeed an honour, but for a customer to take the time to write in is an action worthy of recognition.

This week my wife had a tyre blow out on her Porsche Macan. I was somewhat un-contactable as I was in a meeting in Downing Street. Lizzie rang the dealership in the hope of getting the number for Porsche Assistance, however much to her surprise Emma on reception not only took all of the details but handled the entire situation for my wife – truly going above and beyond what any other dealer has done for me in the past. Within 13 (yes 13) minutes the Macan was safely recovered on its way to Burgess Hill – they even dropped my wife back home.

I wanted to thank you, and consequently all at Porsche Mid-Sussex, for the support and professionalism that your staff have shown my wife, who was the ‘damsel in distress’, but especially Emma who made what could have been a real crisis into a mere blip on the daily routine.

Tracey is an enthusiastic member of our team who is willing to help anyone and will always go the ‘Extra Mile’ to ensure a customer receives the best service possible.

As well as doing a brilliant job of hosting on the front desk, Tracey recently took on the added responsibility of overseeing the Porsche Drivers Selection Shop. Her duties include making sure the shop is welcoming to customers and is always presentable and accessible, but Tracey has brought so much more to the role. Her enthusiasm for the brand combined with the way she greets every customer with a beaming smile, has definitely contributed to sales and even lead to the highest rank of a Gold pass in the PDS audit.

This achievement is testament to the effort Tracey has contributed and her warm and friendly approach to customers. She will even go out of her way to wrap up birthday presents in Porsche paper before the customer leaves the shop, often staying late in her own time to ensure that the customer has a fantastic experience and walks away feeling pleased with their purchase.

Well done Tracey for everything that you do for the customers and for ‘Making it Special’ for them!

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.

I just wanted to say how pleased I was with the car and the service provided by Andy. I asked for several changes to be made to the spec and all were carried out to a high standard, the car is exactly as I wanted it to be. However, I must recognise Andy’s efforts to get the right car for me.

I had previously rejected 4 or 5 vehicles he had offered to me for various reasons but he kept looking and eventually came up with a great deal and we agreed the sale. There are very few people I would trust enough to spend that amount of money on an unseen car, but Andy has developed that relationship with me over several years. When my wife and I did arrive in Edinburgh to collect the car we were met at the station by Andy and taken to the dealership to find the car nicely presented under a cover ready for unveiling.

Andy has a very relaxed but professional manner with his clients, works hard to meet their specific requirements and helps to create a positive environment. My opening sentence was deliberate in that I visited another Lamborghini dealership but did not get the same sense about the salesperson at all. The reality is that you buy from a person, not a dealership. Andy already has me pencilled in for a used Superleggera and he is probably correct. I look forward to returning to Edinburgh for my car’s service next Sept, always a good excuse to spend a night or two in your lovely city.