On Friday 29th Bentley Assist were due to repatriate Mr Takkar’s Bentayga which had been to us for some minor rectification work. Mid-afternoon we received a call informing us that they would not be able to collect it until Mid-day on Saturday 30th. Unfortunately this was not acceptable as Mr Takkar was booked on a ferry to France on the Saturday morning. Tim Flood had already driven 350 miles that day delivering various cars back for the Bank Holiday weekend, but he volunteered to take the car back to London when he returned from his last delivery at 18.45. He drove to London and delivered the car back to a delighted Mr Takkar who could not have been more fulsome in his praise. Tim returned in our demonstrator loan car, getting home at 23.30. Tim is a great credit to the business and is always willing to out the customer first, so that we can deliver great customer service.

Mr McGinnity called in and Nick took the call. The client needed to go out in his Portofino which would not start, it was very late in the day on a Friday and Ferrari assist were not going to get to the client in time.  The client called to see if we could help speed up the recovery process. Nick knew that this was not possible so offered to go out to the client himself, even though Nick would not return to work before the business closed.

Nick managed to get the clients Portofino running and make sure that everything was ok after a test drive before leaving the client, Mr McGinnity was over the moon as this meant he was able to use his Portofino that evening and it didn’t even have to come into workshop taking it off the road in the nice weather

I just wanted to drop you a quick email to say what a real asset you have in Nick Antoniou.

I called with a problem on my Portofino late on a Friday afternoon – not only did he have it sorted within 2 hours, he did it by coming out himself, to my home. Absolutely outstanding.

I can’t speak highly enough of the service he gave that day – an absolute role model.

If you have employee of the month he should definitely be given it.

Look after him, he’s the future of Ferrari.

Hi Stuart, I just wanted to drop you a quick email to say what a real asset you have in Nick Antoniou. I called with a problem on my Portofino late on a Friday afternoon – not only did he have it sorted within 2 hours, he did it by coming out himself, to my home. Absolutely outstanding. I can’t speak highly enough of the service he gave that day – an absolute role model. If you have an employee of the month he should definitely be given it. Look after him, he’s the future of Ferrari.
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A customer came to the dealership for the 60th Anniversary drive out but as his Lamborghini failed was going to attend in his Range Rover so as to not miss the day. Chris offered to go out to the customer on Saturday and attempt to get it started. Chris went out and got the car started. The customer then drove and caught up with the other Lamborghinis resulting in the customer being part of the 382 recorded attendance! The customer came over to me at the event and was buzzing to have made it to the event in the car. The customer has also left a 5-star Google review.

Robyn had superb feedback from a Porsche customer but not a Sytner customer.

This could have gone very differently had Robyn not been tenacious in her pursuit of helping the customer.

This was above and beyond getting the car fixed, charged and the customer refreshed leaving with full knowledge of how their car actually works.

“There are few times these days where one meets someone quite like Robyn and she is perfect for a brand like Porsche, she goes beyond what one might hope for and has certainly made me question why Porsche Tonbridge cannot operate in the same why as whilst they are nice people there, they just do not deliver to the same level as Robyn”.

Well done Robyn!

Good Morning, I wanted to send an email to say thank you for the first-class customer service that I was lucky enough to experience on Saturday morning. I have a Taycan that I bought from Porsche Tonbridge, to be honest, it has been a nightmare as there is clearly a problem with the charging units and general electrics- it has been ongoing for several months. I was up in Leicester ( my old home town) for the rugby and trawled the city, finally finding a high-speed charger, however the left-hand port would just not open, the right one has been stuck open for a couple of weeks, and nothing was working. I could not get the car charged at all and called your dealership in desperation. I was told by reception that you would make an exception and allow me to come over and get a charge, I arrived with just 5 miles range left and with a 148-mile journey ahead of me. I was met by Robyn who clearly loves her job and is an absolute credit to your dealership, Lauren found a technician and he was able to both open the left hand port and close the right hand one, the car was put on charge and Robyn spent the next hour and a half setting me up with a new account and teaching me how to use many of the features that I did not understand or even know the car had. She accomplished more than one of the times when my vehicle was taken in by Porsche Tonbridge for over two weeks and I was able to get home safely. I know a bit about customer service as I own the UK’s largest independent catering and event management company, I am involved in Formula I as well as many other sports and we deal on a very high level. Robyn is knowledgeable, empathetic, smart and focused, she made what could have been a very dreary experience enlightening and pleasant, I left with coffee, a brownie and a couple of oranges for the long journey. I left with more knowledge than I arrived with and felt really well looked after. I have Ferraris and Maserati’s and have been taken care of by HR Owen, Bentleys, Aston Martins and many Porches, I have never had such a good customer experience. There are few times these days when one meets someone quite like Robyn and she is perfect for a brand like Porsche, she goes beyond what one might hope for and has certainly made me question why Porsche Tonbridge cannot operate in the same way as whilst they are nice people there, they just do not deliver to the same level as Robyn. Thank you to the dealerships and with special thanks to Robyn,
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We recently had a call from a brand new customer to inform us he had broken down on the approach to the M6 Junction.

Realising he could potentially be stood on the hard shoulder awaiting collection, our Sales Exec Shazard Anwar set off immediately with a DB11 Volante demo car. He arrived as expected sometime before the recovery which was to the surprise of the customer who was swiftly on his way with little disruption.

What he hadn’t shared with us as he and his wife were travelling to a wedding so you can imagine how pleased he was with the service.

The customer commented that this action was above his expectation and was a consideration in taking the car back when his initial thoughts were rejection.
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We had a call from Mr Pope to say they had left their home in the Isle Of Man and were on route to a holiday in France. Unfortunately, their Bentley developed a stability drive fault resulting in a harsh ride and several warning messages on the driver’s instrument display. The following morning they had a pre-arranged visit to a vineyard for champagne testing as the first stop of their tour Mr and Mrs Pope were both looking forward to this.

The vehicle arrived at our dealership and Gary quickly got to work investigating what was at fault. After spending a couple of hours testing and going back to the technical team at the factory this then got escalated within the factory to second level engineering. Gary called and spoke with the Bentley’s technical team, past his finish time to try and resolve this.
It seemed to not be a quick turnaround and during this time Mr and Mrs Pope were in our showroom hopeful to be away promptly.

I called Bentley Motors and spoke with our area Aftersales Manager and explained the situation after several phone calls we came to the conclusion that new parts were needed. As the time had now passed 5:30 pm we needed to think about what Mr and Mrs Pope could do for accommodation for the evening.
We booked and paid for a hotel for Mr and Mrs Pope explained where it was and offered to chauffeur them there or for them to go away in a demonstrator, whilst we ordered/ replaced the parts required.

A little distressed and conscious of their commitments for the days ahead, they had no alternative so they gratefully went to the hotel in our demonstrator.
We wanted to get Mr and Mrs Pope away as quickly as possible the following day so we arranged for a new comparable stock car to be in the workshop so we could use the parts off this car for their car. Gary suggested coming in several hours early so he could get underway with the parts swap over. Gary managed to get the car repaired and back on the road for before 10:30 am the following morning. (our parts delivery with the parts we ordered arrives circa 10:30 am)

This took a bit of work behind the scenes to arrange and Gary truly went above and beyond to help make this happen and had the customer’s best interests in mind. We got a nice bottle of champagne ready in the car as a surprise for them to enjoy.

Mr Martin after collecting his 911 GTS had a number of issues within the first few days of ownership. Having part exchanged a Panamera Turbo which had plenty of issues he wasn’t expecting any problems with his new car! Unfortunately, this lead to Mr Martin putting in a complaint to Porsche.

Andy Baker took it upon himself to contact the customer and talk through the options, and attempt to get the vehicle back into the workshop. Due to a busy diary, Mr Martin was unable to book the vehicle in for more than a day during the week. Andy offered to meet the customer at his house to attempt to repair the vehicle so the customer was not inconvenienced further. Unfortunately, the vehicle needed to come back into our workshop, Andy then agreed to meet with the customer on his Saturday off to fix the issues. Mr Martin left extremely happy with how Andy had handled the situation and how quick the issues were fixed.

Dear Divisional Team

I would like to nominate Andy Baker for the Quarter 3 winner of “Going Beyond” for always being extremely helpful. Going out of his way to discuss ongoing issues with customers. Stepping in to run the workshop when Steve is off and rallying the Technician to work late into the evening or on Saturdays to get internal work done outside working hours.

Particular customer example of going beyond :

Mrs Fiedosiuk’s 911 broke down one Friday just as the technicians were leaving for their well-earned Friday Beer after work. Michael Elliott went with another technician to try to recover the car as it was local. Unfortunately, they were unable to help as it appeared to be a VTS tracking issue. Upon hearing the situation Andy Baker immediately offered to assist and miss Friday beers. Unfortunately, the AA was unable to recover the car until later that evening. Andy went above and beyond to complete a VTS hard reset on the side of the road and managed to get the car started. Andy’s selfless nature resulted in him missing Friday beers and was also late to a friend’s BBQ that night. Mrs Fiedosiuk was amazed at the response from our team and could not be more appreciative of the effort made.

This is just one of many examples of why Andy deserves to be recognised. I hope he is, he deserves it

Thank you

Mrs Fiedosiuk was amazed at the response from our team and could not be more appreciative of the effort made.
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Mr Jepson’s Taycan broke down on Thursday in Northampton. The customer was going to see his dad that evening in palliative care.

Anna drove a loan car to the customer @ 6pm in Northampton as Enterprise would not get him a car in time – and arranged collection of the customer’s car on the Friday so that he could still go to see his very sick father.

This allowed the customer to travel and see his father – he died the morning after. Mr Jepson called me specifically to thank Anna for the swift response allowing him to see his father for the last time (we are sending flowers today). Anna went out of hours and supplied the car due to the situation and felt like it really meant something to Mr Jepson.
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I would like to nominate Russell and Aran for the making it special award.

They spent the weekend at Donnington supporting the challenge series, however on the way home about 25 mins into their journey home they passed an F8 on the side of the road with a distressed-looking client standing next to it. Aran and Russell pulled in to see if they could help.

The client said the wheel had come loose, (this is a Dick Lovett client) the client saw many people drive past him including other techs which he had seen that day. Aran and Russ drove back to Donnington to get some tools and then headed back to help the client, fix his car and get him on his way. They then had to go back to drop the tools back and then head back home.

The client called today to thank Russ and Aran and wanted to know how grateful he was that they made the effort to stop and help when no one else did.
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James had a customer call him with an issue that his battery was flat on one of his vehicles and was blocking all his garage and couldn’t get anything out and was in a bit of a panic as he had an urgent appointment he couldn’t miss.

So James jumped straight in his car in his own time with a starter pack and managed to get the car running so he could move it allowing the customer to get to his appointment on time.

Matt and Harry were called by the reception as they had noticed an elderly gentleman struggling with his car on the road outside the dealership.

Ongoing outside they found the poor chap had, unfortunately, had a blowout and was driving on the rim of his car without realising! The elderly gent seemed confused and insisted he had to get to the Honda dealer down the road for his MOT, Matt took the chap inside and sat him down with a coffee. Harrison proceeded to jack the car up and remove the damaged wheel and tyre.

Matt called Honda and spoke with the service manager to explain the situation, he arranged for a tech to bring a wheel down to get the car mobile so it could be driven to the dealer and he arranged for the gent to be taken down to Honda where he could be collected by a family member. The car and the wheel were fitted by Harrison and then driven down safely after a coffee or two. The elderly gent was also dropped down at Honda after his car and was then picked up by his family safely.

The customer called back later to say he was very grateful for our help and couldn't believe a Ferrari dealership would help someone in an old Honda.
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I was made aware by Jane Parry of the following:

Hi Andy,

Just wanted to let you know I had a gentleman come in the week before last looking for a Salesman called Paul.

After a bit of investigative work after the gentleman had gone, I found out it was Paul Lewis.

The gentleman said it was 6:30 pm one evening, very dark and his motorbike would not start in the car park.

Paul had just locked up the Dealership and saw the chap in the car and asked if he needed any help.

Paul reopened the Dealership to get the equipment he needed to help the gentleman get his motorbike started.

The gentleman was very very appreciative of the time and effort Paul made to make sure he wasn’t stuck for what could have been hours in the car park.

Unfortunately, Paul was tied up so was unable to see the gentleman who had bought Paul in some beer.

The gentleman said he was a great fan of the Porsche brand and what Paul did for him would stick in his mind and should he ever wish to purchase a Porsche he would come back here to see Paul.

Alan drives our covered transporter and was delivering a car back to a client in Fraserburgh, on his way back down the motorway to the dealership a young lady was overtaking him and had a blow out which caused her car to swerve into the trailer causing an accident on a very busy and dangerous road. The lady’s car has since been written off due to the extent of the accident.

The lady and Alan were very shaken up but as you can imagine with the incident, the police and the ambulance were soon in attendance.

Thankfully both were physically okay.

Alan kept the young lady calm and made sure she was okay and looked after her even with himself being in shock from what happened.

The young lady's mother has since called me from their home in England to send her most sincere thanks to Alan for making sure their daughter was safe and looked after. It was her first business trip to Scotland and unfortunately, this happened but thanks to Alan for being the kind person that he is he made sure she was okay firstly a truly remarkable man and a credit to the Sytner Group and The Edinburgh Specialist Division.
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Neil has been nominated by the Sales team for going above and beyond.

We had a loyal customer call us last week in a panic as he had hit something on the motorway and it had scratched the front bumper of his Maserati and marked the side of the car. The client had promised to take a friend of the family to her wedding in it at the weekend and wanted the car to look its best. I explained to him to come past on the Friday afternoon before the wedding and we would try to rectify the car as best we could.

He came in late on the Friday afternoon. It was month-end  – we were having a really busy day with handovers on the Friday and on the Saturday, which Neil was getting ready. I was tied up with a handover and Neil took it upon himself to go and see the client and got him to show him the marks on the car. Neil then went and basically did a full valet and mopped and polished the damaged areas. The client was blown away by how much work Neil did and how good the car looked.

The wedding lift went ahead as planned and everyone loved her wedding car. Neil came in early Saturday morning to catch up on the cars going out that day.

I cant believe that Neil went above and beyond to get my car ready for the wedding. I was gutted when the accident happened and worried about letting people down.This really shows what a great team you guys have, thank you so much to Neil.
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It was near the end of the day after a busy Friday when we got a call from Mr S who had been on holiday and on his return has found that his Maserati wouldn’t start. The customer was distressed as the car was being used for a friend’s wedding on the Saturday morning but the customer had no way to get the car started.

Harrison overheard the conversation in the service office and offered to drive out to the customer to try and get the car started. Harrison drove to the customer’s house with a battery and jump-started the car but the battery had failed. Harrison fitted a new battery at the customer’s house, reset all the car’s systems and managed to get the car ready for the wedding.

The customer rang on the Monday to say how great Harrison had been and he said it’s the best service he has ever received.

Mr Hancock had come to visit the dealership Friday to see a car he was interested in in our showroom. He liked the car and went ahead starting the process in sales by the time he was all completed it was around 6 pm and arranged the collect his new car next week. Mr Hancock then left the dealership in his Bentley heading home, around 6:30 pm as we were closing up we got a phone call saying he had got halfway home and had a blowout so was stuck at the side of the road. He had called the RAC who said it would be a few hours before they got there as the car would need to be recovered. David Glover who drives our transporter here overheard the conversation and offered to go and pick the car up for the customer.
David drove towards Leicester and picked the car up then drove with the trailer to drop the customer off at home and brought the car back to Nottingham where the next day we sourced a tyre and got the car repaired.

Mr Hancock said he was blown away that the driver here would do that for him and was very happy with his first experience of Graypaul.
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We took a call late in the afternoon from a customer who had promised a friend’s son that he would take him to his school prom. He had to leave at 5:30 to make his way to the event and whilst getting the car ready for the trip he found that the battery had gone flat!

He called us and explained that he was part of the RAC but they were unable to help on time. Matt was in the office at the time and heard the phone call. Without hesitation, he offered to go and help get the customer on the way.

When Matt arrived at the customer’s house the car that we had been told was flat was not the car that we went prepared for. Matt had taken tools for a 458 but the customer had purchased a new Portofino and this is the car that had the issue. Using his own initiative Matt left the customer’s house and drove home to collect his own jump pack. Matt returned and got the customer on the way to the prom just in time.

On top of this, Matt offered to drive back with the relevant tools over the weekend in his own time to fit the battery in the customer’s garage.

The customer is over the moon with the level of service that Matt provided.

Our Service Manager received a call from Mrs F, who has not only been a loyal customer to Porsche Centre Glasgow but has also become a good friend of the Centre throughout the years.

Mrs F called the Centre in quite a panic as her car would not start and the car is essential to Mrs F to enable her to attend regular hospital appointments throughout her cancer treatment. Our Service Manager reassured Mrs F he would help and to stay calm. With a fully booked workshop and service department, our driver Alistair offered to assist. Alistair drove to Mrs F’s house to look at the car and assess if it was something he was able to help with. Fortunately, the problem was with the battery which Alistair was able to jump start and this got Mrs F back on the road. Not only did Alistair help with the problem but he also took a Porsche goodie bag to reassure Mrs F it was his pleasure to help out.

Mrs F could not thank the Centre and Alistair enough for helping on such short notice and being there for her when she really needed it.

Mr P was using his Ferrari 355 for a friends son’s prom which had been booked for some time. He got the car out to clean it and put the roof down but whilst moving the roof it locked halfway down.

Mr P called us to see if we could collect the car and get it back to him for the prom on the Friday. This wasn’t possible with the distance as he was in Lincoln.

Sam heard about the issue and offered to drive out to Mr P’s house to try and fix the roof issue so he could use the car.

Sam drove to Lincoln after work and after a couple of hours managed to get the roof working again. Mr P was over the moon and the car was able to complete the prom run.

Mr P called me about a week after the repair to say he thought the service was amazing and how grateful both himself and his friend’s son was to be able to get the car to the prom.