Our nomination for March is Holly Easter, Sales Administrator. Since joining the team back in October, Holly has always adopted a can-do attitude towards her work and has gone above and beyond on several occasions to ensure our customers receive the best level of service. Holly has stayed behind on several occasions to ensure the customer receives the smoothest possible handover experience. She is an asset to the dealership and brings a level of positivity and energy to the place!

Well done Holly!

Andrew recently sold a GTC to this customer and took his Audi A5 in part-exchange, receiving some fantastic feedback.

Andrew was a delight to deal with. Not at all pushy, he nevertheless skilfully steered me towards purchasing his car rather than any of the others which I was contemplating, and I have no regrets (yet!) that he did so. In my own business, we have a small number of sales staff who travel the world and I suspect, disheartening though it is to admit it, that a couple of them need to attend the next Master Class that Andrew conducts. I cannot really say more than that as I think it succinctly summarises my view of the chap. I’d certainly be much obliged if you would kindly convey my thanks, appreciation and compliments to him for a job on me which was expertly executed.
– Mr J

We recently received some fantastic feedback about Vinesh from a very happy customer.

The reason for me writing to you is that I wanted to express my admiration for your team member Vinny and the way he has dealt with me during the order and delivery phase of my recent purchase of an Aventador S from your Leicester dealership. Over the years I have dealt with many different brands from a plethora of dealerships and franchises, and I can say without any doubt that the best service I have ever received has been from Vinny. I could go on and list the various instances, but suffice to say at every interaction and conversation my expectations have been exceeded up to and including the handover which was both informative and smooth. I work in an environment which values people above all else and as such I know what a good team member looks like. You have an outstanding individual, look after him, they are rare...
– Mr P. E.

One of our customers, Mr I, had an issue with his alarm and Charles collected the car. While he was returning the vehicle, he was talking to Mrs I about a Caribbean cooking course she was taking. Following the chat, Charles took it upon himself to cook the family a Jamaican dish and dropped it back at the house.

The customer rang to say how fabulous the food was and that they were sat on the sofa with their top buttons undone!

As a loyal Maserati customer, when Mr B ordered his 3rd Maserati, a very special replacement for his Grantourismo, James wanted to make his handover experience as unique as the car Mr B had ordered. When Mr B ordered his first Maserati Grantourismo 4 years ago he received a calendar from Maserati which he enjoyed. However, despite James’ efforts, Maserati have not produced one since. So when the beautiful car arrived from the factory unknown to Mr B James arranged for a professional photographer to take his Maserati off-site for a bespoke photo shoot. James then used a selection of the images to design a calendar for Mr B which James handed over as a gift on the day of collection, along with a memory stick with all the images from the photo shoot. Mr B loved his new car and his special handover gift.

Nigel had arranged for a client, Mr Bridge, and his wife to visit the Factory to spec their new Ferrari with the team in Italy.

Knowing that it was Mr Bridge’s birthday whilst they were away, Nigel spoke to the Factory and arranged for a cake to be presented in the Tailormade room. He also made arrangements for the hotel to put a bottle of champagne and chocolates in the room and for the evening meal, the best table in the house.

It was a fantastic trip, made even more memorable by the extra detail and gifts that Nigel had arranged
– Stuart Bridge

Mr D is a very good client and car mad. He has purchased more than 10 cars from Lawrence but is very impulsive – everything is now.

He needed a Range Rover SVR for a family occasion on the same day he called Lawrence at Maranello Ferrari. Lawrence found a suitable car in Bristol, concluded the deal, the car was collected and delivered to his home in London all in the same day and in time for Mr D’s family occasion. We received the email below.

Just wanted to say how happy I was with my SVR purchase and with Lawrence yesterday. He really is a great salesman. He is relaxed and calm and very professional. It was because he could get the car down that day that I bought it and he did such a great job. People are offering me great deals and cars these days but I always come to you guys first. Anyway, thank you very much.
– PD

One of our customers had their car booked in to our Service department for a 111pt check and warranty with a Collection & Delivery during the really bad snow. Alistair made his way to the customer’s house but when he got there, the customer’s car was snowed in and she couldn’t get it out. Alistair headed back to the dealership, retrieved a shovel and returned to the customer’s house. He dug her car out and managed to get it to the dealership so that the new warranty could be put on her car before it ran out.

The customer was absolutely delighted with the service Alistair provided! Well done Alistair.

During the sporadic period of bad weather and heavy snowfall we experienced this month, Ash borrowed the Centre’s Land Rover to get home due to him living very far away.

During his travels to and from work, Ash noticed a number of people were struggling to move their cars in the snow, some who had become entirely stuck and had skidded off the road. Ash went out of his way to offer help to people he saw and in a couple of cases actually towed some drivers out of their snowy rut of his own accord.

Although this wasn’t ‘Making it Special’ for a specific customer, Ash was in Porsche Uniform the whole time and demonstrated great brand values and professionalism to the many potential prospects who saw and passers-by. We feel that this act promoted the business in a positive light and showed great character from Ash – something which we very much value.

Thank you, Ash, and well done.

Bruce is our nomination this month. He has given a fantastic performance, delivering 28 cars throughout March, whilst ensuring that each customer receives an extraordinary experience. Bruce has received great feedback from customers on Porsche Passion.

Bruce Copping is simply superb at his job, very knowledgeable (I asked lots of detailed questions about the GT3 – a complex car- all of which he could answer), very amicable, and very professional. I was not sure if I wanted to buy a GT3 when I first met him. He was very patient and I can honestly say made the difference between me buying a car or not. And I love the GT3!

Bruce Copping is a highly experienced and polished representative for the Porsche and Sytner brand.

Bruce Copping’s knowledge of the Porsche brand was second to none.

Bruce consistently delivers a professional, knowledgeable and exceptional service to customers, regularly going above and beyond to ‘Make it Special’. He is an asset to the Sales Team and the Porsche brand.

Well done Bruce!

At the beginning of March, we had really bad weather and 1st March was an exceptionally busy day with customers collecting their cars. Milly and Tracey battled through the elements to be in the Centre for 7:30am and set up breakfast for all the customers collecting their cars.

This was really appreciated by all of our customers and they also said what a lovely welcome it was to have a breakfast buffet while collecting their cars. A lot of our customers’ journeys had doubled in time with the snow so the breakfast buffet and having a meet & greet when the customers thought that there may not be staff on time at the Centre due to the severe weather was very well received.

We recently had our 2018 Cayenne Launch night here at Solihull. Throughout the evening, we all were talking and getting involved with the 400+ customers. One customer was looking worse for wear due to too much champagne.

Lucy recognised the customer and sat him down to ensure he was fine. After much deliberation, Lucy got her car around the front of the business and took the customer home to ensure he arrived safely.

The next day Lucy organised the drivers to deliver his car back to his house washed and vacuumed. The customer was over the moon with Lucy’s service and came back in the following afternoon and gave her a large box of chocolates.

Darren has recently been asked to assist the Porsche Service Department to cover sickness and has been a valuable help to the team.  Although Darren usually works with Ferrari, Maserati, Bentley and Lamborghini as a Parts Advisor, he was happy to assist the team and step in temporarily as a Service Advisor for Porsche.
Darren is a very positive person and nothing for him is an issue, so he is always happy to help and look after everyone. He certainly shows a ‘Can Do’ attitude and has looked after our customers with dedication and professionalism, always ensuring that the customer comes first and everyone is looked after.

Well done Darren and thank you for your help!