Our nomination this month is Teddy Reddish, for the outstanding job she does on a daily basis. One particular occasion that prompted this nomination was when a husband and wife came in to purchase a new car. He started chatting to Teddy and informed her that his family was going through a difficult time as his wife has MS. The customer had to delay picking his car up as his wife wasn’t feeling very well, so Teddy decided to make the handover day extra special by arranging a surprise bunch of flowers.

The customer and his wife were thrilled at the gesture!

Simon delivered a customer’s car back to him, the customer has had issues with the rear entertainment screens and wanted to check they were working OK when the vehicle was dropped off. The customer could not get them to work and was ready to send the vehicle back.

Simon sat and spent time with the customer, showed him how it all operated (by following a video the technician had sent). Once Simon had resolved this the customer expressed his disappointment with the cleanliness of the carpets as they had been in and out of the vehicle. Simon then took the car somewhere local, spent his own money to clean the vehicle inside and out and made sure the customer was happy. The customer only wanted a hoover but Simon made sure all the wheels and exterior was cleaned as well.

Simon took the time to make sure he did everything in his control to make sure the customer was happy and the vehicle did not need to come back to the dealership.

It’s been almost a year from when I made my initial enquiry with Vinesh Mistry at Lamborghini Leicester about the Huracan Performante. I was shown around the vehicle and taken for a test drive shortly after my initial enquiry. I placed a deposit on the vehicle, but still, I had my reservation about the car and was a little hesitant in wanting to commit, perhaps I should go with a lightly used Speciale, which I made known to Vinesh. I was offered a day at Millbrook Proving Ground, this is what sealed the deal for me no regrets from here on in.

This event just absolutely blew my mind, to hear and feel what the Huracan Performante is capable of is beyond words or comprehension. I confirmed my specifications shortly after the event and am patiently awaiting delivery of the ultimate road car, just wow. Vinesh is a credit to the Lamborghini dealership at Leicester he has been most patient and the consummate professional, always had our queries answered and was enthusiastic about the product himself.

A new GTC customer experienced a fault with his roof and wanted us to look at it whilst he was away on holiday. His flight back was due in late the following Friday and the service advisor was struggling to arrange how the customer could collect his car so far out of business hours.

Pete heard about the issue and offered to collect the customer from the airport at 10pm on the Friday, take him back to the dealership where his car was waiting having been fully repaired, enabling the customer to continue his journey with the least amount of inconvenience.

Pete proved there is no such thing as out of business hours.

Mrs H sent online feedback regarding the recent purchase of their Maserati with Paul Holmes.
The quote says it all, well done Paul!

Posted on behalf of my husband: I recently purchased a vehicle from this dealer and have to say this is the best customer service I have ever received…ever, for any product. Initially I did think maybe I am being overly generous but frankly, this statement is totally true. I cannot recall better service when buying any product full stop. The salesperson I spoke to was a guy called Paul Holmes he, in particular, was fantastic in not only providing me with a car that suited my personal needs but also acting as a port of call even after the purchase was made to answer any simple questions. He made the whole process of buying a car fun and exciting. When I have bought cars in the past; normally they just hand you the keys and say bye. In this case, he gave an in-depth overview of the car and even made sure I understood the controls etc before I left. Nothing was too much effort for these guys and they were exceptionally polite and easy to chat to. I would definitely recommend this dealership. There were many little personal touches such as taking time to chat to my kids and even the dealership manager coming out to give his thanks for my business which I think shows a real touch of class that most dealerships miss.
– Mrs H

Our customer, Mr T, had his Maserati serviced with us about a month ago he was all happy with the service and was enjoying his car. He was planning on taking the car to Spain on a trip with his family on Saturday morning and loaded the car as normal and nipped out to collect some last minute items when he released his heaters/aircon had failed. This was Friday afternoon at around 5pm and the customer rang in panicking.

Matt spoke with the customer who didn’t want to take the car to Spain as it was due to be hot there without aircon. Matt finished work then drove to Mr T’s home with some parts to try and diagnose the issue which turned out to be a fault distribution motor. He worked until 9:30pm fitting a new motor reset everything on the car and it was all fixed. The customer was over the moon with our service and could that he could take his car on holiday.

On the weekend over Easter, John, a customer of Adrian’s, was travelling down from Scotland to Nottingham to collect his son’s birthday present, a BMW from a second-hand dealer. He asked if his new Maserati Ghibli Ribelle could be delivered to Sytner Nottingham for the handover saving him the journey to Egham.

Adrian tried to organise a transporter to Nottingham, but due to it being the Easter Weekend was unable to secure delivery. Not wishing to disappoint his customer, Adrian said he would drive his new car to him. John suggested that he would be happy to take delivery of his new car at a service area on the A1.

Adrian knowing that John and his son enjoyed golf, found a nearby golf club and confirmed the handover would take place there and also as a surprise arranged lunch prior to the handover taking place.

John was over the moon with this suggestion and was extremely impressed with Adrian and his efforts, that made this extra special for both him and his son.

After personally thanking Adrian, John went on to Trust Pilot to leave a glowing 5-star review.

Mr H ordered a new Macan. There were a few delays with the car which meant that his car would be arriving whilst he was on holiday. Mr H has had a previous bad experience at another dealership so Martin went out of his way to rectify his feeling of ill will towards Porsche.

He invited Mr & Mrs H to the dealership on the day they were going on holiday to complete the paperwork but he organised a bottle of champagne for them whilst they were here to get their holiday off to a nice start, as well as organising VIP transport to the airport. Upon their return from holiday, Martin organised the same transport to the centre where he had lunch waiting for them and then they were able to drive their brand new Macan home.

Unfortunately, after a week of ownership, their car developed a misfire and had to be recovered. Martin requested the expertise of Allan Robertson, who regularly kept in contact with Mr H, updating him on his Macan’s progress through the workshop. When the work was complete, Allan personally made the 50 mile trip to Mr H’s home address on a Saturday night to deliver the car back.

Mr H was delighted with the service he received from both Martin and Allan.

Martin Gallagher was highly responsive in terms of communication. He also organised some special arrangements for us allowing us to incorporate the handover process into our holiday travel. Despite the technical issue with the new car, I would like to commend both Martin Gallagher of Sales and Allan Robertson of the Service Team for making sure that they co-ordinated effectively between themselves to ensure that our issue was dealt with as painlessly as possible.
– Mr H

Georgie greeted Mr W a few weeks ago and instantly developed a great rapport with him. Over the next few weeks, they had many conversations regarding his family and his love of cars, especially his beloved Aston Martin.

There was a slight issue with his 911, which meant when he arrived to finalise the paperwork he was not able to drive his car away until the following day, so Georgie took the initiative to make something that extra bit special for his arrival the following afternoon.

Georgie took it upon herself to make some goodie bags for Mr W’s two daughters as he had previously commented on how nice they looked when he was in the dealership.

Mr W came from Rolls Royce and said this was truly the best experience he had ever received here at Porsche Leicester!

A new customer to the Porsche brand bought a Cayenne from us. This gentleman was a very loyal BMW customer and, having bought  BMW’s for the last twenty-five years, had decided it was time for a change.

On the day of collection, we, unfortunately, had some issues around his ‘Car Connect services’ which meant the customer had to wait for around two hours whilst we tried to resolve the issues.  He finally went on his way very happy and not too concerned over the delay.

Unfortunately, a couple of weeks later the same issue reappeared and the Cayenne needed to come back to us for repair. The customer lives some forty minutes away from the site and a round trip was proving to be difficult for him to accommodate. When we explained the situation to Harry Funnell, he offered to carry out the repair at the customer’s house irrespective of the fact that this had to be done after hours due to the customer having commitments during the day.

Harry arrived at the customer’s house at 18:45 and carried out the repair to his Cayenne. The customer was really pleased that Harry had taken the time to personally go to his house to carry out the repair, especially as this had taken place after normal working hours.

The following day the customer called me to say that he was really impressed with the service and especially impressed with Harry.  He also wanted to let me know that he is really pleased with his decision to buy a Porsche as he thought the time and effort Harry put into resolving his issues were highly reflective of the brand ethos.

The customer was due to have a handover of their car and they had been having some in-depth discussions with their sales executive leading up to the handover. The sales executive who sold the car had started their paternity leave the day before the handover which had left the customer unsure what was going to happen with their handover the following day. Sarah stepped up and dealt with the handover so that there was no inconvenience to the customer. The customer a few days later sent in the following email:

Gina and I will like to say a big thank you for all that you have done over the last few weeks. We thank you for taking the time to pick us up from the train station which made our journey to Porsche Silverstone a lot easier and very pleasurable. I also had the opportunity to see the Macan being driven and ask lots of silly questions about operating the air con, radio, SatNav etc. Thank you also for the superb handover, taking us through the different options and functions of the computer systems on the car and setting the phone up so we were ready for our first journey. We both thought the drive home was brilliant and we are really looking forward to getting our own spec car with the air suspension and the rest of the toys we ordered. We thought it was very kind of you to provide the boot liner and Apple CarPlay lead and very thoughtful to have bought us a wonderful Jo Malone Lime Basil and Mandarin diffuser, Jo Malone is Gina’s favourite and we both love this fragrance. Once again Sarah many thanks for all that you have done, we know this was dropped on you last minute but you have handled it impeccably and have been so attentive whilst resolving the issues.
– Mr H

Mr S ordered a pre-owned Macan Diesel from Chris and this was his first Porsche purchase experience. He was extremely excited about collecting his car but, due to circumstances out of his control, he could not get here on the arranged date. Not wanting his customer to feel disappointed, Chris re-arranged his afternoon and took the car to the customer’s house and handed the car over there.

Mr S was absolutely delighted as his comments below show:

Chris was probably the best salesperson we have ever dealt with, even though there was an issue and we couldn’t pick the car up when arranged, this was dealt with to our complete satisfaction with Chris delivering the car to our door! Very impressed!
– Mr S

Natasha found out that our client Mr J had a birthday coming up and in a previous conversation she discovered that he liked building model cars. Natasha purchased a Bentley Blower 4.5 Litre kit for his birthday.

He was delighted and one week later he came back into the showroom to show everybody the finished article. He is going to present this to the dealership for display when the glass case he purchased arrives.

Mr J said that he really appreciated the gift and thought that it was well thought out. When presented the gift initially he was speechless for the first time in his life as he was so taken aback.

A great example of ‘Making it Special’!