Saj recently had a customer who was celebrating his 50th birthday. The gentleman’s wife wanted to surprise her husband by buying him the Aston Martin Vantage of his dreams!

She had planned to leave a series of clues when he woke up in the morning, so to ensure the car was ready, Saj delivered the car at midnight the night before, making sure the customer didn’t notice. He hid the car in the garage and the following morning the customer received a massive surprise!

His wife sent us a video of him finding his new car and it’s fair to say he was absolutely thrilled!

Saj went out of his way to deliver the car outside of office hours to ensure the customer had a memorable 50th birthday!

Our customer has owned his Lamborghini Gallardo for just over 3 years, we originally looked after the car back in 2006 and briefly in 2015. In between the maintenance has been carried out at other dealers (main and specialist) over the last 12 years.

Olly has looked after him and his yellow Lamborghini twice this year and has more than met his expectations. Being able to satisfy and regain their trust in using the main franchise dealer and also being recommended to owners club is a credit to Olly and the team.

Had a great experience with a service and repairs of my Lamborghini. Olly Press was extremely helpful and professional as befits a high-end marque. I will recommend Lamborghini Birmingham to my friends at the Lamborghini UK club.
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Miss H’s new Bentayga broke down 24 hours after taking delivery. Adam, our Aftersales Manager, rang Tim on a Saturday and asked if he could take the car to Kent – a 3-hour drive from our dealership! With no hesitation, and within ½ hour, Tim was in the car on the way to the customer and dropped our demo off to her to ensure she kept mobile while her vehicle was with us being repaired.

Tim changed his plans for the day to ensure the customer was happy and went out of his way, despite the fact it was his day off.

A customer called on Friday 24th August to say he was at CarFest with his Rolls-Royce ready to do a charity drive for Children in Need and he had a flat tyre. Neala liaised with Rolls-Royce Assistance and organised for them to collect a tyre and fit it on site, rather than rescue the car which they wanted to do. This meant that the customer was still able to carry out his fundraising ride experiences.

The customer was delighted with what Neala had done as he went on to raise over £5,000 on the day.

Mr BH’s car was with our bodyshop having a minor repair. His wedding anniversary was on Saturday and he wanted to take his wife to a nice restaurant ideally in a lovely car but didn’t have his Ferrari.

On hearing about this James organised for him to use our 488 GTB demo for his anniversary dinner and got him a card and present from Graypaul Birmingham as well. The customer was over the moon and loved the personal touch.

We had a customer, Mr H, collect his 458 from us one Friday afternoon who was in a hurry to get home as he had a party to attend that evening. He collected the car and all was well until about an hour later a very distressed Mr H called in to say he had got a little lost on his way home and had run out of fuel – as he was new to us he wasn’t familiar with the area. His car was stuck in the road and there was lots of traffic being a Friday afternoon.

Jonathan was just leaving so had come into the office but overheard the phone call and offered to go to the customer. Jonathan went to the fuel station local to us, got 20 litres of fuel then headed off to find the customer. He drove for around an hour and a half to get there, put the fuel in the customer’s car and got him going again. I asked Jonathan if he wanted me to pay him overtime as we were helping a customer and he replied he was happy to help and didn’t want to be paid. Great attitude.

Mr Harris was over the moon with us as the RAC had said it would take 3-4 hours for them to get to him.

During a visit to Maranello to complete the specification of a new Ferrari Dr M mentioned he was attending a film premiere in London. To make the occasion special Hamzah decided to organise a surprise for Dr M and his wife.

He asked about their arrangements for this special occasion and arranged for them to be collected in a Rolls-Royce Phantom and chauffeured to and from Leicester Square in London. As a VIP client of Maranello Dr M was so grateful and really appreciated the arrangements Hamzah made. The experience was so good Dr M has since asked to visit the Rolls-Royce Motor Cars factory in Goodwood and is now considering buying a Phantom.

One of our customers was buying his daughter a 718 Boxster as a surprise for her 21st birthday and the car needed to be physical and on the road by her birthday. Craig made sure that everything was in place and ready to go.

On the morning of the handover, Craig decorated the car with birthday banners and balloons. When the customer and his daughter arrived she was absolutely delighted as she thought she was just coming in to look at cars and hers was sitting decorated in our handover bay ready and waiting for her. Craig also got a birthday cake for her and had the girls from reception bring it over once she was settled.

The customers were blown away by Craig’s service, especially as he had come in to do the handover during his annual leave. Well done Craig!

This month our technician Ben offered premium customer service by assisting a flustered customer that arrived at our Centre. The lady came into Porsche Centre Leicester very distressed looking for someone to help after what should have been routine breakdown assistance with the AA.

Ben happily volunteered to help the lady who had broken down on the dual carriageway outside of our Centre. Her car had a severe puncture and she had been waiting for around 3 hours for the AA to attend. The AA attended, replaced the wheel but on fitment damaged the torque wrench that he was using. The AA staff member advised the customer that although the wheels were tight he couldn’t torque them to the correct setting, he said that they should be fine and left his customer to continue her journey. The lady was concerned that her wheel may come off and felt unsafe to drive, thus reaching out to our Centre to help. Ben obtained the correct settings for the vehicle and torqued the wheel correctly, reassuring the lady that he had completed the necessary checks, completed the task and all was now ok and safe to drive.

This lady was not a Porsche customer but still received optimum customer service from the Porsche brand. We feel that this is clearly is a great example of ‘Making it Special’, ensuring that all our engagement with customers is positive and a good reflection of the brand. This lady may now become a customer of Porsche Centre Leicester and Sytner in the future.

Well done to Ben for going the ‘Extra Mile’ to ‘Make it Special’ for this customer.

Our nomination for September is for Michael Elliott and Jackie Ware for going above and beyond the call of duty.

During our recent refit they have both taken on the role of helping to move most members of the dealership team from their offices to new locations in the dealership and then back again when the work has been carried out. This has involved relocating computers and switching telephone lines around, taking up valuable time from their already busy roles.

We couldn’t have done it without them, allowing the team to continue to provide our customers with the best possible service despite all the upheaval. Thank you and well done.

Faye has played a key role in the service department over the last month. We have been particularly busy in service due to receiving so many enquiries alongside having a couple members of staff on sick leave which meant we were short staffed.

Faye had scheduled some annual leave but cancelled this to help the team out. She has covered a lot of work over the last month and always has such a positive outlook which has helped massively in what could have been a stressful situation. She’s been a great support to the team and really helped them to continue to provide our customers with a high-quality service.

A customer called into the dealership to say he was blown away by the fantastic service he received from Stuart.

Stuart went to collect a customer’s car and got into a very in-depth conversation about the brand. The customer was really impressed by Stuart’s knowledge of Porsche and he advised the customer what to look for in his next purchase. The customer would have purchased the wrong car, but with Stuart’s guidance, he was able to make an informed decision. He called into the dealership to say that the passion within our dealership was fantastic and Stuart should be a sales person!

Rebekka has recently joined the team in Edinburgh but has already shown her commitment to our ‘Making it Special’ ethos.

She set up her first customer handover for a lady who was coming to collect her car. Rebekka had discovered that the customer’s favourite things in her life are her dogs (she has 6), golf and her grandson, so she decided to pull out all the stops to make the handover gift very personal to her customer. Alongside flowers, Jo Malone gift and golf accessories Rebekka added in some special gifts for the dogs – Dog Beer and’ Pawsecco’! Additionally she added in a toy Porsche car and Porsche flag for the customer’s grandson.

Needless to say the customer was really happy not just with her new car but also all the gifts that came with it!

Well done Rebekka.