Mr Steve Everitt thought he would treat himself and factory ordered a Bentley for his 50th birthday. We ordered in plenty of time however unfortunately there was a delay with production and the car was delivered after his birthday.

Mike and Andrew racked their brains to think of ways to avoid the disappointment and still make it extra special for the handover. They arranged for a 50 year old bottle of Armagnac in a presentation box to be delivered. Mike and Andrew then spoke to the factory and commissioned a ‘one off’ hand-stitched bespoke leather cover for a limited edition Bentley book in the same leather and contrast stitching as his new car with a personal birthday message. Mr Everitt also loved his Bentley cake in the same colour as his new car.

The customer was really touched and surprisingly emotional with the thought and effort that went into the gifts and drove off into the sunset as a very happy customer!

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Mr Webb called into the dealership late on Saturday afternoon as his roof had stopped working and the car was due to be shipped to the south of France at 1pm the following Monday. He left the car with us in the hope we could resolve the issue.

Paul was made aware of the fault and arrived at work early (6.30am!) on the Monday and got straight to work diagnosing the roof issue, unfortunately the roof motor itself had failed. Parts confirmed they were in stock at the factory and placed it on order. Paul immediately set off to Crewe to collect the new part. He got back to the dealership and fitted the motor and reset the roof. All was tested successfully and the car was cleaned and ready 10 minutes before Mr Webb came to collect.

Mr Webb was over the moon that he could now take the car and enjoy his holiday with the roof down.

We sponsored a Masters Tennis Tournament and invited customers to attend over the 3-day-event. One of our very good customer’s grandson is a very accomplished player and Jessica arranged for one of the ex-Wimbledon Champion professionals to play a short match with him as a surprise to his grandparents. She then arranged for the match to be recorded on video as a memento as our customer was away on holiday and could not attend the event himself.

Needless to say he was delighted with what Jess had organised for his family.

A brilliant idea Jess!

A very big Ferrari enthusiast and habitual buyer of each new Ferrari model recently visited the showroom with his 12 year old daughter who was blown away by the colour combination of a brand new Ferrari that was been delivered to a customer from the showroom.

The customer allowed his daughter to ‘spec up’ a car for him to her own personal preference and she carried out all of the specification process with John Willis and the sales team – under the watchful eye of her father.

Given how many cars the family have bought from us, making things special has become harder and harder with each transaction so John and our Host Gemma got together to try something a little bit different.

When the car finally arrived and the car was prepared for handover, John had arranged for all of the signage and thank you paperwork to be made up in the daughter’s name – Chelsea – and then Gemma presented Chelsea with her handover gift, a £100 voucher for her favourite burger bar – Five Guys. The father and daughter were so touched by the personalised service that the young lady had received and she duly took all of her friends for burger and fries courtesy of Graypaul Birmingham.

True to form, the same customer has since placed his next Ferrari on order but has decided to choose his own colour and trim!

How do you ‘Make it Special’ for a long standing customer who is taking delivery of his 14th Ferrari? This was the problem that Nigel faced when Rob Brown was taking delivery of his new Ferrari 488 Spider. Having already celebrated many handovers with Rob how does he make this one stand out?

Having given it a lot of thought Nigel came up with the idea of putting together a mock-up of a newspaper front page with the headline:

Rob Brown Becomes Ferrari`s Number 1

When Rob came in Nigel asked him what he had been doing to get all this press attention? Rob looked baffled and bemused until Nigel gave him the “Newspaper”. Rob loved it and spent the next few minutes reading it and chuckling to himself. When Nigel called him as part of the 48hr follow up he told him he was still laughing at it and had been showing it to anyone he could.

Congratulations Nigel. This type of gift shows the customer we have thought about them and come up with something that is truly unique to them.

An owner of a 458 Spider was on his way to Royal Ascot when he experienced a front tyre blow out on the M4 by Heathrow Airport, also on one of the hottest days of the year. He had called Ferrari Assist and an hour and a half later was told they would still not be able to get to him for at least another hour and a half.

Hot and annoyed, he called us at Maranello Service. Our Host, Christine, took the call. Although it was the responsibility of Ferrari Assist and she could have easily have just offered to chase them up for him, instead she took the initiative that immediate action was needed.

Christine alerted and mobilised the team into action – one of our drivers took Daniel, our apprentice, with a bottle of water, to sit with the car and wait for Ferrari Assist to arrive, while our driver then took the customer on to Royal Ascot. He not only arrived in time to meet his friends, but also before the racing started and was delighted with the help he had received.

Although a team effort, Christine and Daniel deserve the recognition for this… Well done!

Mr McEwan and his son visited the dealership on Sunday 11th June. It was Mr McEwan’s son’s 12th birthday and he wanted to look at all the Porsches. Stuart spoke to them both and discovered that the boy’s favourite Porsche was the 911 GT3 RS and by chance we had one in the showroom. Stuart took him upstairs, showed him our Ultraviolet 911 GT3 RS and even let him sit in it and have his picture taken. The boy was over the moon and Mr McEwan sent in a lovely thank you email.

I would just like to say a massive thank you to a male member of staff who made my wee boy’s birthday today - apologies I didn’t catch his name but he went out of his way to allow my little boy on his 12th birthday to sit in the Porsche GT3 RS - his dream car. You made his birthday, a dream come true! Touch of class - please pass on my best regards.
– Mr McEwan

We have recently been overwhelmed with jobs in the Workshop. Josh and Joe for the past few months have been staying late after their normal working hours to ensure the work is completed on time.

Most recently a customer insisted on waiting for completion of his vehicle as he needed to be at an appointment the following day. Josh worked on the vehicle with the help of Joe and together they managed to get the work completed.

The customer did have to wait a little longer than expected, however he was well looked after by Joe who even ordered pizza for the customer! The customer said Josh and Joe were incredibly helpful and it was a pleasure to visit the centre.

Paul has been to assist the Service team at Porsche Silverstone during three of the weeks in June after some new team members joined there, to help them get on top of their warranty claims and train the team in the warranty process so that they can better help their customers.

By helping to train them on the invoicing of the work, it has also assisted the team in teaching them the correct process for workshop standardisation which, in turn, will make it a smoother process for their customers when booking their cars in.

Thanks Paul for literally going the ‘Extra Mile’ to help the team!

Gee joined our centre at the end of May and is a fantastic addition to the Aftersales Department. Among the numerous reports of outstanding service we have had from customers about Gee, this one stood out in particular as a fantastic example of how Gee has already embodied the Sytner principle of ‘Making it Special’.

Just want to take this opportunity to say a big thank you to your Porsche Service Centre for the outstanding experience and service I received during my visit and car being serviced. In particular Gee was brilliant and that is an understatement, he went over and beyond to help including a lovely gesture for offering my children small gifts which he didn’t have to do. Keep up the outstanding work sir, it’s people like yourself who are a face to your business which will help retain and bring in further business. I will highly recommend your centre to friends and colleagues who also own Porsches.

We have received on average 3 similar emails a week which is a fabulous endorsement of Gee’s attitude and commitment to giving great service to our customers.

Well done Gee for delivering such brilliant service whilst still learning a new role!

We had a customer who wanted to reject her Macan Diesel due to ongoing DPF problems, the fault was rectified and Des took the car back to the customer (Mrs McAuliffe).

Mrs McAuliffe called me shortly after to express her gratitude for the repair but was more impressed that our ‘delivery driver’ bothered to take the time to take her on a test drive to demonstrate the difference now the fault has been rectified. He explained how this technology worked and how her driving style has an impact on the performance, he also explained how the Ackerman Principle works because she complained that the car made a ‘funny noise’ when turning.

Due to this she has now decided to keep her car – fantastic service Des, definitely ‘Making it Special’ for this customer!

Our customer, Mr Hughes, was checking his car over while preparing it for a trip abroad and noticed that his locking wheel nut key was missing. He called the garage explaining his predicament and the need to have a replacement key as soon as possible to avoid delaying his planned trip. With a wide range of options for a new key, Sean and Mark took it upon themselves to do all they could to obtain and supply a replacement as soon as possible. They diligently checked all available options on site and came up trumps with a new key to allow Mr Hughes to continue with no delay.

I would also thank Sean from parts and your young apprentice who spent time trying to find a similar bolt on every car in the garage! Please pass my thanks to these members of staff. A satisfied customer
– Tom Hughes