Looked at the car in the garage this morning still looks stunning, can’t wait to go out for a drive later. Tracy and I wanted to drop you a line to thank you for your endless patience and the genuine advice and assistance you have provided to us during the process of buying my dream car. Since our first meeting, I could tell you were an honourable and genuine person and I am pleased that we eventually got to purchase the car from you.

I can’t believe how many conversations and visits we have had to the garage as part of this process, and even up to yesterday when we were collecting the car I was still nervous that I had made the right decision with colour and specification, but when the cover was pulled back from the car it exceeded my expectations.

Please pass on our thanks to all the staff involved in preparing the car as it was immaculate. I am not sure how much tea and coffee we have consumed at Aston Martin Nottingham during the process of selecting this car, but Teddy and the other ladies on the front desk are a credit to both the garage and the Aston Martin brand, they always provide a warm welcome when you walk in the front doors of the garage and are very considerate and courteous at all times.

Thanks again Gerald for making my dream a reality.

Paul is based in Kent and he had contacted the majority of the southern Lamborghini dealers, after being professionally looked after by Ellie he took delivery of his white Huracan Coupe after three days of his initial sales enquiry.

I took delivery of my Huracan today and am over the moon with it. Whilst that is a good thing, I wanted to thank you and make you aware that Ellie's service and professionalism was just first class. Based in the SouthEast on the borders of London/Kent, in my search I dealt in varying degrees with most main dealers and some private specialist suppliers. It became apparent that compared to others, in the main being male salespeople, Ellie's product knowledge was simply streets ahead. Whilst some employed underhand tactics such as putting down the opposition, or their vehicles, Ellie did nothing of the sort. Instead, she maintained a professional and helpful manner throughout, helping me understand the pro's of various options with me never feeling stupid! Even at handover, Ellie was excellent, she knew the car inside and out and effortlessly tuned the brief to what mattered to me, recognising that I wasn't interested in every detail, I just wanted to get on and drive! In all, I was truly delighted.
– Paul

Our nomination this month is for someone who works tirelessly behind the scenes to make sure each customer receives a seamless experience.

Ruth does a fantastic job on a daily basis, ensuring all cars are taxed and documents prepared in time for handover. Ruth ensures everything is prepared in a timely manner so that our customers can take delivery of their new cars as planned, without any issues.

She has a can-do attitude and is always happy to help when last-minute requests arise. Ruth is an integral part of our team and really deserves recognition for the hard work she puts in each day.

Well done Ruth!

A lady (mother of a famous celebrity) came in to have her Bentley serviced and whilst sitting at our Cafe bar she noticed another customer tucking into his breakfast. She commented to Paul that she thought it odd that a car dealership should go to such lengths and Paul explained that we try to bespoke each visit around the customer. The customer then jokingly said that for her she would like a signed picture of Ray Winstone and a Halloumi Kebab.

When the customer returned later that day to collect her car Paul had downloaded a picture of Ray Winstone and signed it himself and had ordered a Kebab form the local K house and presented both to the customer.

The customer thought this was fantastic and really appreciated the fun that Paul had created from her already tongue in cheek request and she went away very happy.

Mr M collected his new Maserati from Steve and on handover, Steve found out Mr M was staying in Birmingham for the evening, then going on a driving holiday in Italy. Steve arranged for him to dine at a local restaurant and sent a bottle of Champagne during his meal. On his return, the customer sent a really nice email to Steve.

First of all, we would like to thank you for your warm welcome, the presentation of the car and most of all your gesture for booking us at GUSTO and, to top it up, a bottle of Champagne. All this is something to remember. About an hour ago we arrived in Pompeii, Italy where we will stay for the night. We have experienced rain during our voyage but the car keeps going steady at speeds between 80 to 100mph. 
– Mr M

One of our customers recently purchased a Ferrari F40 which we had in for some repairs here at Graypaul Nottingham. Rachel overheard the customer say he thinks the car used to be raced in a Ferrari race series. After hearing this, Rachel went away and researched the car and managed to trace an old picture where the car was in pole position. She then sent the picture to a printing company and had a copy made.

When Rachel handed this over to the customer he was blown away by the gesture and couldn’t believe that Rachel had gone to the trouble of finding the picture. He said he has never had anything like this done before by a service centre and said he thought this was truly exceptional service.

On Friday 9th November, 22 Maranello customers were taking part in our very first Levante tour. They were due to take their vehicles off for a day of ‘Off Road’ activity on Salisbury Plain and circuit driving at Thruxton.

Mr X called Ray on the morning of 8th November reporting that he had a complete air suspension failure on his Levante. He was bitterly disappointed as it meant he would have to miss the Tour.

Ray worked closely together with Paul Withers at our Service Department; Paul ensuring that a Levante service loan car was available and Ray making sure the car (once cleaned and fuelled) was delivered to Mr Bycroft that evening to ensure he was ready for the 7.30am Tour to start the following morning!

Mr X thoroughly enjoyed the day as did all our customers, but I think he did especially as his car (now fixed and returned) was spared the off-road dirt!

Mr and Mrs A came to the showroom looking to buy a Porsche 911. Sean dealt with them both and managed to find them a suitable car for their requirements.

Whilst going through the sales process, Sean discovered that Mr and Mrs A’s son was learning all about the Neil Armstrong and the moon landing and he was to write an essay containing all the information he had learned. Sean spoke to the Sales Manager and asked if it would be ok to send Mr and Mrs A a gift voucher for the cinema so that they could take their son to see The First Man and hopefully gain some extra knowledge for his school task. They were absolutely delighted with Sean’s kind and thoughtful gesture.

This month, Kurt provided a fantastic example of ‘Making it Special’ for a local Porsche enthusiast. Following the receipt of a complaint email, Kurt went out of his way to turn the situation around by delivering a great brand experience.

A lady and her son attempted to visit our Centre out of hours one evening, which naturally activated the automated security tannoy, causing alarm and fright to her young son who is Autistic. As a keen Porsche enthusiast, with a particular interest in the crest, he had become quite unsettled by the fright from the tannoy, so his mother contacted our Centre to raise her concerns about their experience.

Kurt, who has a son of a similar age, took it upon himself to contact the lady to empathise with her situation and appease her annoyance. After speaking to her for some time, he invited the pair to visit our Centre during the day and arranged a series of things for them, including; a showroom and workshop tour, personalised number plates, a goody bag of branded gifts, posters, sweets etc. The little boy was also able to have his very own ‘test drive’ in one of our children’s miniature Porsches, which he loved!

Following their 5-star experience, the lady emailed the Centre to commend Kurt on his great service, thanking him for making the effort to accommodate them. So well done to Kurt for this great example of ‘Making it Special’!

Daniel is our nominee this month. He has made a great effort in moving from his previous role as Parts Advisor at the dealership to his new role as Service Advisor, which is not an easy transition.

When we had a shortage of staff on service reception, Daniel helped out and supported the team. He did such a good job that when it was confirmed that one of our team wasn’t returning from maternity leave he was offered the role.

Whilst he has been a service advisor before at Ford, this is a different environment completely. He is always very enthusiastic and happy to take customer calls to see what he can do to help and works really hard to ensure he gives great customer service.

Dominic recently joined us from Porsche Centre Leicester to help out due to workload and staff shortages. Whilst here he came in early and stayed late to ensure customers’ expectations were exceeded, he has now become a permanent member of the Porsche Centre Silverstone team and is doing a fantastic job on a day to day basis.

Dominic has played such a crucial part in turning around the service department with wait time for customers and getting their cars in for service, he has managed the daily diary for the workshop and has helped build a better workflow between the workshop and service department. We are fortunate that we have Dominic on a permanent basis moving forward as he is a real asset to the Silverstone team.

Mr S was new to Solihull and travelling to purchase a new vehicle (Cayenne Hybrid) whilst nursing a serious medical condition, resulting in him being fatigued on arrival following his journey so, we arranged lunch and drinks for him and his family.

We also discovered that the 911 was a car they had always loved and Chris took them out individually to experience that model even though they were buying a Cayenne. Following his purchase, we arranged refreshments to take back on his journey home. We continued to make his experience special during handover and after delivery.

Had a wonderful experience buying my car from this dealership. I have previously bought a vehicle from Porsche West London (local dealership) and I can tell you the service at West London, does not compare to the exceptional service you will receive at Porsche Solihull. Chris Hitches, Ian Nieuwstadt & Nigel Davis were amazing, the process was simple from start to finish and vehicle handover was an experience that will not be forgotten. The dealership even contacted me a few days after collecting the vehicle, to ensure that I was happy with my purchase and the service received. Will definitely buy all my vehicles from Solihull in future, certainly worth the 4-hour round trip! Well done Sytner Group, keep up the 5* service!
– Mr S

A customer called saying he was interested in a Porsche. He said he was in no rush but liked the look of our sapphire blue 911. A few days later his wife called the dealership saying she was going to surprise him and buy the car for his 60th birthday!

It was so exciting because she said we could not talk to her husband about the car but he kept calling our Hosts asking to speak to Scott (Sales Executive) about the car. His wife was due to come in to finalise the deal and then bring her husband in later to surprise him with the car!

Rebekka and Christie decided together to make this a fun and special experience for them both, given it was such a big birthday for him. They decorated the customer area with birthday banners, a beautiful cake and a card ready for the customer and his wife to arrive. What a lovely surprise!