It was Good Friday and Cameron had agreed to go to a customer’s house in Buckinghamshire to replace a wheel trim that had fallen off when the car was delivered back to the customer on the previous day.

The customer had a wedding on Easter Sunday and his Bentley was to be used for the wedding, so it was really important the car looked its best but the new part was on back order and had been for several months. The team arranged for Cameron to go down with a second hand part to sort the issue out, upon arrival and fitting the part it was too small for the customer’s car, Cameron drove the two hour journey back to the dealership where we managed to find another wheel trim. Cameron then drove back down to the customer’s house and replaced his trim, he finally returned back in the early evening.

The customer was so pleased he had resolved the issue so the car could be used for the wedding.

Excellent service, well done!

Mr Lay wanted a ride on car for his Grandchild and asked Craig for advice. Craig showed him the available cars and colours for each brand. He chose one and ordered it but was concerned about assembling the car. Craig told him not to worry and that he would assemble himself before delivery.

Mr Lay was that delighted, he bought 2 more cars for his other Grandchildren, which Craig again assembled.

When he collected the last two, he gave Craig a bottle of Champagne to thank him for his great service and help.

Charles has always been an ambassador of the Dealership and leads the way when ‘Making it Special’ for customers. Here are some examples of what Charles has done for customers this month.

Mr Turver wanted his Rolls-Royce returning on a specific day as he was taking his Mother out for her birthday meal in it. Charles took a bunch of flowers as a birthday gift for his Mother.

Mr Glenhill dropped his sentimental knife down the seat of his car. Charles managed to retrieve it with help of a Technician, put it on key ring and dropped it into the customer on a Saturday so the customer didn’t have to wait for the car to come back.

Mr Morris just moved house – Charles took him a card and Champagne as a welcome gift.

Mr Birch was a new McLaren customer and new to the area. Charles took him biscuits to welcome him to his new home and the McLaren family.

We get lots of email requests to bring children of all disabilities to the business to look at the cars. Gemma had a request to see if a Dad could bring his 4 year old into the showroom to show him around. He explained that he’s not a customer of ours. She responded straight away and said we’d be delighted to have them here. They came in and looked round. Gemma and Grace gave Ben a cap and a Teddy which they called ‘Enzo’. They also posted a photo of Ben next to a Ferrari which he loved.

Just wanted to thank you both for your kindness and generosity yesterday. Both myself and my wife were absolutely speechless! Ben barely let go of Enzo for the rest of the day, and then insisted that he take him to bed with him, too. He also told us again about how he “liked Gemma’s shoes!” This morning, it was the first thing he went round telling everybody at nursery! Never mind the holiday he’s just come back from, it was Enzo the Bear and Michael Schumacher’s Ferrari he wanted to tell people about! I think it’s safe to say you’ve both really made an impression on him.

Our customer had his La Ferrari in for repairs, and whilst the car was in it was found the fuel pumps had an issue. We ordered the pumps as normal and started the repair which involved removing the engine and rear section of the car which takes about a week. We were awaiting the arrival of the parts and the customer informed us he needed the car for an event he had booked some 6 months ago. The part failed to arrive due to transport issues in Italy and the customer was getting very distressed as he had friends flying in from Canada and Australia specifically to see his car and have a drive with him on the event.

We tracked the part and managed to find it was near Redditch around 1 hour 30 minutes away, so we sent our parts van to meet the lorry and collect the parts. We got the parts back here around 3pm on Wednesday – the customer needed the car for an event on Thursday morning and we still had the engine out.

Simon, our Master Technician, offered to stay late and rebuild the car as the customer in question owns around 20 Ferrari’s and has lots of other cars within the Group and he knew it was important to the customer. Simon worked through the night until 7am the next morning completing the car which was collected at 7:30am to go to its event. The customer was over the moon and said he had never had service like it in all his years of car ownership and said it really means a lot to him and confirms exactly why he uses Graypaul Nottingham.

A client recently purchased a Maserati GranTurismo and phoned Ray because of a puncture. Ray reminded the client there is no spare wheel but the inflator kit would get him out of trouble.

The client refused to use the kit so Ray discussed using the Maserati emergency service, this also met with disapproval…

Ray realising the conventional solutions were not going work took the initiative to find out if we had a new tyre in stock. He then arrange a mobile fitter and met the client at his house with the tyre and it was installed by the mobile fitter.

Needless to say the client was very happy with this solution, well done Ray for ensuring the client received the level of service they desired.

Being a very successful and therefore a very busy businessman, Mr Cattanach was in a race against time to collect his car from the dealership one Saturday afternoon by the 12:30 closing time, as he needed his car for the following day. Allan Robertson realised that Mr Cattanach was under pressure and didn’t hesitate on waiting for him after the department had closed which absolutely delighted Mr Cattanach, so much so that he sent an email to Sytner to commend Allan on his customer service!

I would like to compliment all on the service experience I have recently received. Allan at the service department accommodated every request and provided an exemplary customer service experience. In addition I was astonished to learn that he had stayed at the dealership 3 hours past his finishing time on Saturday just to hand my car back and check that I was happy. I’m truly shocked and very impressed especially as I was aware that the department closed early on a Saturday. In view of the above this individual should be recognised throughout the group for a level of customer satisfaction that excels beyond expectations.
– Gavin Cattanach

Kieran joined us in September and has shown great promise and is very passionate about the Porsche brand.

He has a natural flair of putting together impressive gift boxes for our customers. We have had customers returning asking for Kieran specifically and he always manages to sell everything from a keyring to a Motorsport jacket.

He is slowly building his own customer base and is gaining more confidence with customers day by day. He constantly focuses on the customer’s needs and aims to provide an exceptional service, making him very worthy of this nomination.

Two great examples of outstanding customer service from Paul show he really deserves this nomination.

A customer had a poor experience with a previous sales executive and vowed he wouldn’t buy from us again. He lives locally and popped in to check specs on a car he was buying from another dealer. Paul Lewis turned him around and sold him a 911 Turbo and his wife a Macan Turbo. He put the two cars in the showroom and added another one for their two year old daughter – they were blown away by his service and individual attention.

Another customer of Paul’s, Mrs Esther Shirley, was totally delighted when she received a personalised sketch of her car making its way over from Germany on Boaty McBoatface (an inside joke!) upon collection of her new Macan. So much so in fact that the sketch has been hung in pride of place in her kitchen!

Well done Paul!

When Laura’s customer was picking up his car on his son’s 8th Birthday, Laura decided to make sure the handover was extra special.

The customer had often spoken about how much his son loved motorsport, so Laura arranged for them to have two tickets to the Carrera Cup in September. Laura bought a birthday card for the customer’s son and made some special VIP lanyards for them both to wear to the Carrera Cup and a pretend ticket made out to the Birthday Boy.

The customer was extremely grateful for the gesture and his son was over the moon with his cool Porsche lanyard and the gift of a day out to the racing with his Dad!

Well done Laura for ‘Making it Special’ for this future Porsche owner! It is certainly a birthday he will remember!

Our Service department received a phone call from a distraught lady customer in Leamington Spa late on a Friday afternoon stating that her driver’s door mirror glass had been broken and she had to drive to Heathrow early on Sunday morning to catch a flight to Canada and was very concerned because of driving on the motorway.

We ordered a mirror glass to arrive for Saturday morning but she hadn’t time to drive to the dealership as she had a family luncheon to attend so Steve kindly volunteered to meet the customer at her home at 6.30pm on the Saturday night to fit the glass. He duly did this and the customer was delighted.

Well done Steve for playing a key part in ‘Making it Special’ for our customer.

Gary and the team knew that a very good and loyal customer was diagnosed with cancer and was going to be going through chemotherapy this year. The customer had a deposit for a 488 Spider to replace his current 458 Spider. The team at Graypaul Edinburgh pulled out all the stops to make sure that customer’s new 488 Spider would be finished and delivered for when he was finishing his treatment. As you can imagine, this was not an easy task with a new car build and the manufacturer, but they pulled it off and it was a great surprise for the customer. Gary always kept in touch with the customer, and updated him with regular contact which may seem a normal process, but can be a difficult situation when the customer is going through such a important illness in their life. As we would expect of someone with Gary’s experience, he handled such a delicate emotional process and handover very well.

I was collecting my new 488 Spider, which had arrived ahead of schedule. I am very appreciative of that, as it came when I was just reaching the end of my 18 weeks of chemotherapy a great morale boost. Many thanks to Gary Beattie and also to Chris Sainsbury.