Saj consistently gets fantastic comments from customers regarding the level of service he provides. Saj regularly comes in on his days off and works out of hours to ensure the customer receives the best level of service. He is attentive and always puts the customer needs first.

Saj was brilliant from the start. The aftersales has been excellent. Highly recommended. I was blown away at the level of detail Saj went into to make the experience memorable. He would respond to all of my queries in such a timely manner, which I have not experienced at other dealerships before.
– Mr E

We had a customer’s vehicle with us in for routine service along with some investigation works under warranty. The car was serviced and the investigation works completed, leading to the technical team at the factory getting involved and ultimately, following many man-hours, resulting in the engine needing to be replaced in the client’s less-than-a-year-old Bentley Bentayga. Due to the nature of this repair, it took some time before the conclusion of the engine replacement was reached and then arrived within our business. Additionally, the repair did take a number of days to complete and during this time our client was getting a little frustrated as his wife was due to go away in the Bentayga as she was taking a party of Hens to a Hen Do but we needed to ensure the car was fully completed and 100% right before it was returned.

Late afternoon on the day before the car was due out, we were in the final stages of completing the repair and at this stage, the technician working on the vehicle (not Ray) noticed that there was an issue with one of the suspension components on the front. From speaking with the customers, the importance of getting the vehicle not only completed but also delivered back to the home address that is over one hour drive away from the dealership by 9am was clear.

Ray offered to go home and sort his family commitments out and then return to work to ensure we could get the car completed mechanically so it could be returned the following morning. Having not been the technician that had completed the initial repairs, Ray also offered to carry out the final road test of the vehicle once he had completed all works needed. Ray came back to work and stayed here until gone 8pm, completing the repairs and placing the vehicle into the valet bay ready for cleaning first thing in the morning. The customer was made aware of our commitments in getting the vehicle back to them and we also gave a bottle of Champagne for the party of hens to enjoy.

Ray went out of his way to ensure our customer had the car back and could enjoy their special car for a memorable occasion.

Well done Ray.

We received the following email regarding the great service given to a customer by Martin and Phil:

I wanted to offer my personal thanks for the effort you and Phil have put into resolving the problem with my car over the past few weeks. I know that at the point where the manufacturers had advised you to ‘return the car to the customer’ (with the noise still present) it would have been very easy for you to have done exactly that simply saying (as had the supplying dealer) “they all do that sir.” Instead, you took it upon yourselves to further investigate the problem and press Lamborghini for a proper solution. For this, I am extremely grateful to you both.

As I may have said to you on the telephone when we spoke on Monday, although I have tried to ignore the problem since I first took delivery of my car, I have known (in the back of my mind) that there was something not quite right. I suppose that a lot of people who are lucky enough to own a car of this type might not even notice the noise, but to me this became a very significant issue and, had you not been able to fix the car, I think I would be left with no alternative other than to sell-up and move on. Certainly, I would never have bought another Lamborghini on this basis. In my opinion, therefore, Lamborghini should (perhaps ironically) be grateful to you for pressing them to find a proper solution as, almost inevitably, this will now be one of several Lamborghinis I will look to own.

As I also said, I have, in the past, experienced extremely poor customer service at the hands of another (by coincidence, Sytner) franchise. On initial approach to Leicester, this (as you might expect) left me somewhat apprehensive, and in fact slightly scared to leave my car in your care. I’m pleased to say that my experience with Leicester on this occasion has, to a very substantial extent, addressed my previous concerns with Sytner Group, and (hopefully – subject of course to a quotation in due course!) won you a loyal service customer.

It is difficult to say very much more without waffling, but please be assured that when I receive such excellent customer service as has been afforded me on this occasion I will generally become a long-term customer and great advocate of the dealer concerned, I am already spreading the word amongst fellow Lamborghini (and for that matter Bentley) owners. Thank you again for looking after me and my car so efficiently – I am more grateful than you can imagine.

– Mr D

Jack took a call out of business hours from Mr & Mrs D who were on their way to their Mother’s funeral and had a puncture. They were clearly very upset and stressed as they had lost their locking wheel nut key. Jack attended and used an inflation and seal kit to get them mobile again and then used his local knowledge to find an appropriate hotel for them to stay in overnight whilst he organized a replacement tyre back at the dealership the next day at 8.30am. The customer then attended the dealership that morning and had their tyre changed.

The customer spoke very highly of Jack and how helpful and courteous he had been and had clearly gone the Extra Mile to ensure they got to where they needed to be. They also spent additional money on their car following a VHC carried out that morning.

Steve has been commended many times over his dealings with new clients to the business. We receive many compliments for Steve and felt he should be put forward for recognition.

I wanted to drop you a line to let you know the excellent service that I received from the Solihull Maserati team when buying my GranTurismo. The salesman, Steve Dadds, in particular, deserves praise for going above and beyond in everything he did and being the perfect blend of attentive but not pushy and informative. The 2 ladies on your front desk were also excellent, both contributing to my decision to buy from you.
– Mr H

We had a customer’s car in for service and repairs with us here at Graypaul Nottingham. The car was due to be collected on Friday morning but the customer, Mrs D rang in and said there had been a family crisis so they couldn’t collect the car but they really needed the car back Friday night as they were using it for a wedding on Saturday morning. Ben asked the customer what time they thought they would be back to see if he could wait at work for them but the customer said they wouldn’t be home until 10pm due to personal family problems.

Ben offered to meet the customer on Friday night with their car to swap with our loan car so they had their car back. Mrs D was over the moon and said she would call Ben when they were close to home and although it ended up being closer to 11:30 before they were back, Ben still delivered the car for the customer, they were so happy with the special service they received.

Jack has been involved with the Ferrari UK Challenge series. Maranello Sales currently have two drivers competing in this series of events that consist of four weekends of racing at different circuits across the country. Along with giving up his weekends, Jack has even changed some of his annual leave to support midweek practice sessions.

One example was his recent involvement when he travelled to Silverstone to repair one of our driver’s cars to ensure it was ready for practice. Jack changed his holiday dates to accommodate this repair. He has also gone to a customer’s home after work in his own time to carry out diagnostics on their car to ensure it was safe for the customer to continue driving the following morning. Jack has such a positive attitude at all times, he is always willing to help, go the Extra Mile and put Maranello first.

Liam sold a Porsche to Mr S and during their discussions, he discovered that Mr S had terminal cancer. After many chats, Liam also discovered that Mr S was a total petrol head and loved everything Porsche.

Liam decided to speak to his manager and purchased Mr S hospitality tickets for Goodwood Festival of Speed for him and a few friends. Mr S was absolutely delighted with Liam’s kind gesture and sent him in a lovely card to say thank you.

Well done Liam!

Recently, the centre had a customer who decided last minute that they would like some food whilst they were waiting for their car to be serviced. She asked for a salad and said it would have to contain no wheat due to her being intolerant. With Aldi next door to us, Kim went to look and they had no salads available due to it being at lunchtime so Kim decided she would make her one.

Kim purchased salad, olives, salmon, eggs and spinach and gave her this. It was all a very last-minute rush but she was extremely happy and so thankful, she ate it all! The customer was on her phone at the time and she said to the person she was speaking to;

I am just in Porsche and have been presented with this amazing lunch.

We had arranged at very short notice to deliver a Panamera to a customer based in Solihull. Although the sales executive had carried out a thorough handover, the customer was pressed for time and was not able to spend the time with the sales executive to fully understand the complexities of his new car.

Without hesitation, and in order to minimise the customer’s inconvenience, Simon made an appointment to meet the customer at Porsche Solihull and spent over two and a half hours running through all the controls and systems on the car.

The customer said that not only was it extremely helpful to have someone to run through the controls, but it was a pleasure to spend time with Simon due to his knowledge and enthusiasm for the brand.

Sarah recently arranged a customer track day at the Silverstone GP Circuit for customers in their sports cars.

We had a total of 10 customers who joined us for the day to brush up on their driving skills. They were supported by one of our Porsche Technicians and were given free instruction throughout the day by a former Carrera Cup driver. They were also treated to a three-course meal for lunch at the Porsche Experience Centre and goody bags at the end of the day.

Sarah managed to negotiate the day to a low cost both to the centre and to our customers. We are confident that it will be the first of many events.

Just wanted to drop a quick line to say thank you for organising the track day on Thursday. What an excellent day! 100% count me in for the next one. Ed was fantastic and added so much to the day. Also thank you for the goody bag, completely unexpected bonus to what was already an excellent day.
– Mr B

Good morning Sarah, I just wanted to thank you for organising such a good day… I thoroughly enjoyed it and was great to get the car out on track at last… it’s now with Charles having its ‘de track’ clean! Already looking forward to the next one.
– Mr C

Many thanks for today, it was ace! Thanks to all from the dealership.
– Mr W

Maisie is currently one of the top performers for Porsche Passion, she continues to strive for ways to improve our customer experience and to ‘Make it Special’. Just recently she decided to give Mr C a proper Porsche handover on his vehicle after repair work has been completed.

Mr C had recently purchased his Porsche outside of the network and didn’t have the normal Solihull Porsche handover experience as well as his vehicle also developing some faults very early on. Maisie jumped straight into the action with a booking date that suited the customer, the next day, and then proceeded to negotiate with the third party on the customer’s behalf to get his car to correct standard; Maisie was determined to ensure this customer was made to feel special.

We had the work completed within the timescales but Maisie wanted to push the envelope so arranged for the valuators to clean the vehicle to showroom standards and then had it brought into the showroom and put undercover. The customer came in for collection and didn’t realise his car was sitting right behind him under a cover the whole time. With the help of the rest of the service advisor team she revealed his car in all its glory, the customer was speechless and over the moon.

Maisie really thought about the customer and his needs and what’s even better is this didn’t cost a thing.

Mr & Mrs A travelled up from London to collect their new car from Scott and left a fantastic review about their experience.

Mr A felt the handover for his new car was very well managed – from being flown to Edinburgh, staying just off the Royal Mile, the meal in Ondine the night before and then the effortless and friendly way in which the handover was conducted on the day. Several members of the Porsche Edinburgh Team introduced themselves to him on the day – all professionally done.

Mr & Mrs A felt that Scott had an excellent approach with customers: friendly, factual, enthusiastic. He welcomed them both on the day, he looked after them well, he spent time explaining the car, the controls, how to use it, he showed his enthusiasm for Porsche and the new 911 in particular.

Mr and Mrs A felt that Scott did an excellent job with the handover and made the whole process of collecting the car a very special one indeed and would recommend Scott to any of their friends who were considering buying a Porsche.