Alan spoke with Mr Finney on a new parts enquiry, this was his first visit to the dealership with his Bentley Arnage. During the conversation, Alan discussed the advantages and benefits of bringing his car to the dealership rather than a specialist that the car was originally booked in with.

Not only had Alan sold parts to the customer, he had brought in a new customer to the service department which resulted in a bill totalling £3,500. Mr Finney was very happy with the work done, and has since been back for additional work the following month. If it wasn’t for Alan’s good nature and positive attitude to working as One Team, I am sure the customer would have stuck to his first plan and booked in with the independent.

Well done Alan!

Birthdays are a special time for many and last month Roy went the ‘Extra Mile’ to ensure his customer had a birthday to remember!

Mr Crossley purchased a pre-owned GTC V8 S from Roy which he offered to deliver down to London at the customers convenience. The customer was thrilled that he didn’t have to drive all the way to Leicester on the Friday afternoon, which also turned out to be his birthday. Upon hearing this Roy arranged for a personalised cake, finished with the customer’s name and Bentley Logo. He even remembered the customer’s favourite colours were silver and blue so ensured the finishing touches on the cake included this.

The customer was delighted with the effort Roy had made and was overwhelmed with the cake and service provided! This was the first Bentley Mr Crossley had purchased from Bentley Leicester and highlighted that he would recommend us to all his friends!

Well Done Roy!

We receive many positive comments regarding Charles who has always been a great Ambassador for both the dealership and Sytner Group.

An example of this, is when Charles recently returned Mr Lloyd’s car and he was aware that the customer had recently suffered a brain tumour. Without making a fuss Charles helped Mr Lloyd to clear out his garage to enable both of his cars to be put away as he was unable to use them quite as regularly. Charles backed both cars in and then ensured that his children’s bikes were accessible but not in the way of the cars.

Also during the last few weeks Charles heard that one of our customer’s warning lights had come back on his Rolls-Royce Phantom but it simply needed to be reset as opposed to coming back in. Charles offered to get up early and drive to Hull before work to reset the car which enabled the customer to use it for an important trip. Needless to say the customer was delighted and grateful to Charles.

We recently held a customer tour from our showroom. We had over 20 guests arrive at 8am for hot drinks and pastries before setting off on a Ferrari parade to lunch in the Cotswolds. We were only expecting 8 guests but had lots of extra demand for places at the last minute.

Grace was informed and came into work extra early and did an amazing job of not only covering the reception desk and telephones but also hosted all 20 customers, providing drinks and pastries in addition to answering questions and making a fuss of the customers’ children. At lunch all of the customers spoke very highly of grace and what a wonderful welcome she provided but in particular for managing such a large number of people at one time whilst on her own.

Mr Dernie took delivery of his new Maserati Levante, and on the Sales Executive’s follow up call, he mentioned that the car was fantastic but the brightness of the navigation screen at night was too much and could he turn it down as it was giving him headaches.

The Sales Executive looked through all the book pack and could not find anything related to this and asked Rob for his assistance.

Rob was just about to go on lunch, but took it upon himself not only to check the manuals, but found the keys for the demonstrator and spent his entire break time going through the menus of the car. He succeeded in finding the complicated process required.

Mr Dernie was then invited back into the showroom and over a coffee, Rob explained the process through with the client.

Mr Dernie said that the service he had received was exemplary, as often the little things that seem unimportant to anyone else can get overlooked or dismissed.

During the conclusion to complete the sale of a Ghibli late on 23rd December it became evident the appropriate car was located at Nottingham and the buyer wanted the car for Christmas day. Whilst the Sales Executive continued discussions with the client, Matt volunteered to go to Nottingham and collect the car. Not a big issue except it was 4pm on the 23rd of December, getting the car that night meant time to prepare the car properly for delivery on the 24th.

As we all know asking people to work until 10pm is a big request, but Matt volunteered without hesitation or notice and this sort of attitude and commitment can make a real difference.

The client collected his car on the 24th as agreed with no knowledge of the extra effort out of hours to make his Christmas perfect.

Mr and Mrs Weir were looking to purchase a new Porsche Macan and had visited a few different dealerships to try and find their perfect car but one of the deciding factors for them was that they wanted a shortened number plate plinth. Each dealer had told them that this was available. Mr and Mrs Weir saw our Macan Turbo and fell in love instantly. They put a deposit down on the car and once again asked about the shortened plinth. John their Sales Exec spoke to our parts dept and was told it wasn’t available, not happy with this as he knew how important it was, he then spoke to Ross our Preparation Manager and together they spoke to our Porsche Approved body shop and had a shortened plinth made and colour coded to match their Macan Turbo.

On the day of collection Mr and Mrs Weir were absolutely delighted to see the custom shortened plinth and couldn’t thank John and Ross enough, they said it was little touches like this that made Porsche and Porsche Centre Glasgow in particular fantastic, when it comes to the customer experience.

Well done John and Ross!

The outstanding double act of Paul and Kash could not be more dedicated to providing exceptional service to our customers.

On many occasions, they have still been delivering cars well into the late hours, sometimes even right up until 10pm to ensure all cars have been delivered back to the customer. At times, both Paul and Kash have given up their days off to guarantee prompt delivery of the vehicles and to meet customers’ needs.

They are extremely professional, always exceeding expectations and are willing to go that ‘Extra Mile’ – a real credit and an asset to our team at Porsche Centre Leicester.

Tiffany recently set up a Coffee Morning with Macmillan for a really worthy cause. It’s the first time we have done anything like that and it was good as I think the customers that came in appreciated the sentiment. We had 35 customers who confirmed for the day and we raised £500 for the charity.

Not only is Tiffany setting up some great events for our customers but she is combining it with ‘Giving Something Back’ and involving customers.

One Saturday in the run up to Christmas, Russell was just about to leave work for the day when he overheard a customer had broken down on the way to a wedding in their 997.

The customers were frantic at the thought of being late to the wedding and shaken up by the car breaking down while on route. While the couple were seated and given a cup of coffee with a mince pie to calm their nerves, Russell launched into action to fix their Porsche as quickly as possible. Once the faults were cleared down and Russell had test driven to ensure the car was 100% safe to continue the journey, he handed back the keys to the customers who made it to the wedding in time.

Russell proved true commitment to ‘Getting it Right’ and ‘Making it Special’ by giving up his own time to ensure that the couple would be able to continue safely on their way.

Well Done Russell!

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.

Porsche Centre Edinburgh have finished the year in No.1 position in Porsche Passion. The team have demonstrated an outstanding level of customer care throughout 2016. The objective was to achieve No.1 position in the UK at the start of the year, this has been delivered by the team who have ensured that our customers were delighted with their experience when visiting our centre.

The result speaks for itself, what an achievement!

Very well done to all the team.