What is like being a Porsche customer?

[paulmichele]

I hope this doesn't fall foul of the usage policy, so am being totally up front about this.

With a work "hat" on, I'm off to see the head of customer experience at Porsche next week. My work involves amongst many things customer advocacy. And as a bit of background for that meeting, I thought I'd ask fellow owners, "what is is like being a Porsche customer?".

I don't want to sway the response but the angle I am interested in is not how great our cars are (of course they are) but some feedback on how well we get treated as a customer. So what should Porsche

STOP doing
CONTINUE doing and
START doing?

Or to put it another way, what would you say to Porsche in a couple of sentences?

I'm sending this to fellow 997 owners as a first start as this will pick up both new owners and those who buy into the Porsche experience with used cars (and of course that also applies to other models too so I am not excluding those either!).

I'll be very grateful for all your input and, if I can, I'll post up something after the meeting.
Paul

 

[unclewinks]

I cannot say for any other OPC,but exeter keep doing what they do best.
Customer care and relation 10/10
Always willing to help
Paul

 

[Hasan]

In my experience (I've owned many 911's since 1990) and I've had 2 997's.

- They have to have a uniform experience amongst their OPC's as it does tend to vary.
This is why I travel to Cambridge instead of going to any of the London ones such as East London, West London or Hatfield.

- They need to increase the quality of the 997 cabin. You need to feel special when you sit in the cabin and even though I own one, it isn't that special at the moment. More leather as standard (That actually looks and smells like leather!)

- More frequent events organised by Porsche GB itself would also be nice, as this brings more of us together, and regular communication.

Also as an extra note....they should invest in a decent iPad app!

 

[Ekona]

STOP: Worrying so much about the 'Sir' and 'Madam', I'd rather be treated like a human being than keep being addressed so formally (never been called Madam yet though!). I know it's a premium brand that needs to maintain a certain level on the first impression front, but once I've gotten to know the folks at the local OPC I'm more than happy with a first name basis from everyone. Common as muck, me!

CONTINUE: Making me feel like the most important person ever to walk through the doors. Not necessarily a remark that is at odds with my first point, more that nothing ever seems like too much trouble or effort from the OPCs I visit.

START: More low-level interaction via social media. The iPad app is a great idea, but I'd love to see a sensible Twitter account as well from Porsche GB. Give me little nuggets of info, either local, national or international, about the brand and the cars. Do it with the friendly personal approach and it would pick up sales from people who might not necessarily see Porsche as an accessible brand right now.




All IMHO if course.

 

[garyw]

Paul, as you heard from the visit the other weekend Porsche GB are retraining the sales teams, however it needs to be quite apparent the difference from Porsche cars and their franchised dealer network as much of the complaints I hear about are about the franchise more so than Porsche.

They need to raise the game and stop living off past successes.
Stop being so damn arrogant to ignore owners issues - we all know about them, they are losing the loyalty from owners.

Garyw

 

[kasspa]

+ 1 for Cambridge OPC for their Customer Service

When are Porsche going to protect air condensers & radiators as 'standard' on ALL models & not only GT3's?
Not to mention the battery issues.

Sorry if I've 'hijacked' a 997 post....

Paul

 

[blaine54]

Well one thing I would say is don't take any lessons from either BMW or Audi. Went in at the weekend with my brother and wasn't approached or even acknowledged by anyone. Now if I walked into OPC Reading, I'd be welcomed with a smile and a 'can I help you' from the receptionist whatever day of the week. I guess the other 2 must have enough R8's and M3 customers already, so no need to ask us if we needed any help.

My personal OPC likes are:

Invites to experience centre
24 hour test drives
Open evenings (maybe it's a GT3 thing but I seem to have had a fair share of invites to things)
Smiley friendly staff (who seem to stay at the dealers a while) so that says a lot to me
Good after sales service
Willingness to open doors and behind the scenes stuff for Porsche Club

I might be lucky, but I've always had a good experience so they must be doing something right

 

[tscaptain]

ORIGINAL: unclewinks

I cannot say for any other OPC,but exeter keep doing what they do best.
Customer care and relation 10/10
Always willing to help
Paul

+1 for Exeter PC.
I think they do most stuff pretty well as a company. They should get their warranty up to market leadership levels on new cars - it's not as if they are unreliable!
I think they do well with communications and events and the centre at Silverstone is first class.

Oh - they could cut down on all the "special editions"...............I think most see that as a bit of a joke.

 

[Lancerlot]

ORIGINAL: garyw

Paul, as you heard from the visit the other weekend Porsche GB are retraining the sales teams, however it needs to be quite apparent the difference from Porsche cars and their franchised dealer network as much of the complaints I hear about are about the franchise more so than Porsche.

They need to raise the game and stop living off past successes.
Stop being so damn arrogant to ignore owners issues - we all know about them, they are losing the loyalty from owners.

Garyw

Porsche sales force could learn a lot from the mass-produced sector of the market, which is now so competitive that they really value their potential customers.

I accompanied my younger daughter when she purchased her new Ford recently and the main dealer couldn't have been nicer or more co-operative. They couldn't do enough for her and their follow up service was wonderful. There's probably not much markup on a new £14K car but they seemed far more concerned in providing a service and impressing a new customer.

Porsche customers now have to pay for a 3rd year warranty and the free hospitality we used to enjoy has now gone completely out of window. [&:]

Regards,

Clive.

 

[okellyt]

Counting my blessings and not wanting to invoke murphy's law

OPC Colchester and Porscheshop have both been exemplary in both sales and safter sales support. 4 cars in and both have been superb

Please keep it up guys, especially next time I am in for anything......[8|]

 

[pwebb]

Paul
Porsche are not bad at their database marketing, but there are holes in their strategies. I have been a customer for over twenty five years, yet when moving area last year the history with my Porsche OPC evaporated overnight despite giving all the details to the new franchised OPC. They are trying to build a relationship with me yet it would not be too difficult to share information between dealers as the data protection ownership appears to be with Porsche. As any marketer knows, your best customer is your existing customer. Oh, and I've never managed more than a couple of issues of Christophorus before they stop being mailed.
Now as you asked:
Stop offering winter tyre packages that you can't fulfil
Continue fuelling the PR machine that gets the company in most car magazines every month. This keeps the interest high (as long as the product is good enough) and residuals reasonably acceptable.
Start building cars that are faster, lighter, more economical and cheaper to run and cheaper to buy. Not impossible...

 

[dpoynton]

To date I have had 3 Porsches and to date I have chosen to buy used rather than new. That could change.

So, for me, Porsche GB should revisit their perception of owners of Porsche cars who did not buy new, they are potential customers for approved used and new models. At the moment we are treated as second class citizens, time for a change?

David

PS well done, a very good idea to ask us, you know you'll get the truth, warts and all.

 

[Peter_Bull]

The Customer Services at Reading need to start learning from the likes of mainstream manufacturers such as Ford and realise that they are there to support the owner and not try every which way to wriggle out of admitting any liability.

I have had a number of occasions when I have contacted Reading CS and I know that they work off a matrix system, and if you tick the right boxes then you may or may not get support. A little human interface may help here and perhaps a tiny amount of technical knowledge/ability would also help.

It's all hit and miss and certainly depends on how well your OPC will fight your case.

I have never been impressed with the CS at Reading from my initial contact way back in 1990, but recently actually had verbal and email contact from a lovely lady there who tried to assist me. She was really helpful, but I must say that was a one off.

I like the services and the ability to negotiate prices that my local OPC at Bolton offer. They are extremely good at what they do and very friendly too. Not too impressed with the chap who "˜repainted' the scuffed wheels on my recent purchase, but at least they put them right in the end.

It would be nice if they started to offer us members more discount, not just for parts, but on all the services they supply including Travel offers. After all we support and promote the marquee more than anyone else "" including themselves!

 

[paulmichele]

Great! Thanks for all that excellent input, exactly what I was looking for. [Gary, indeed the sales client advocacy programme is on the agenda]

First test will be whether Porsche GB actually monitor this forum [] since there is plenty of what we call volunteered information that they certainly can use to improve products, services and the brand feel.

Don't stop - the more you all add the richer and more powerful the messages.

 

[penguinman]

100% for Porsche Tonbridge, sales and service/parts people and fitters have always been tremendous. Receptionists always welcoming, and smiley.

 

[Lancerlot]

ORIGINAL: okellyt

Counting my blessings and not wanting to invoke murphy's law

OPC Colchester and Porscheshop have both been exemplary in both sales and safter sales support. 4 cars in and both have been superb

Please keep it up guys, especially next time I am in for anything......[8|]

They're so good, they already have your car up for sale again on Pistonheads! [8|]

 

[Andy Rodgett]

The showrooms are spacious,well maintained ,tidy and hospitable with friendly,courteous and professional staff whether at reception,sales or service.
They should continue to enhance the brand value with evenings such as Racing Legends which was very well received and to arrange special events at PEC Silverstone (whether in support of PCGB or not).
Owners of older vehicles should be made aware of promotions by the spares departments either via Porsche Post or e-mail.
As already mentionned, issues that are being actively raised via the forum should be noted and acted upon eg grills, RMS,buttons vs paddles and centre locks. Feedback would be helpful.
The lack of a factory issued 3yr warrnay needs to be addressed.
Anticipation of issues eg tyre availability with P Zero Corsas / Michelin cups even if only to warn customers to buy in advance of need because of production /supply problems.

Overall my own dealings with PC Bristol have been very satisfactory over recent years and would have no hesitation in recomending them.

Lastly I would ask that as a customer I strongly feel that Porsche Club GB needs to be independent of Porsche AG as I understand that this is again being raised as an issue.
The support that PCGB receives for both Club events and the racing series is greatly appreciated but our independence is paramount ( hence the above!)

Andy

 

[chrismouzou]

Porsche centre east London 10 out of 10 on my sixth Porsche all purchased from east London- always happy to help my only moan is 111 point check when taking out warranty some centres charge some free with warranty
BMW another story my wifes 3 month old x5 had switched handbrake which would not release took car back to BMW they where more concerned with who was going to pay for insurance for courtesy car £23.00 than customer service.





Chris

 

[draxa]

ORIGINAL: penguinman

100% for Porsche Tonbridge, sales and service/parts people and fitters have always been tremendous. Receptionists always welcoming, and smiley.

Isn't it strange; I echo these sentiments about Tonbridge yet a friend down the road (he's had at least five Porsches in the past ten years) has become so enraged by Tonbridge that he has got rid of his latest Turbo and sworn never to own a Porsche again! Not because of the cars - which he loves - but because of his take on the Porsche customer interface.

 

[chrishak]

Since I first turned up for routine servicing work at Porsche Bournemouth with my '88 Carrera, they have treated as if I was the prospective buyer of a new 997 Turbo - if not better.

Customer service is a way of life to them and they could teach a thing or two to every other car dealer it has ever been my (dis)pleasure to deal with.

They have a couple of long service technicians who were dealing with air-cooled cars when they were new, and they always make sure they are the ones who work on my car.

No, they are not cheap - but for "older" models, they are no more expensive than some of the higher priced independents - and if I need one, there is usually a PORSCHE courtesy car available. How much would it cost to hire a Boxster "S" for a weekend? More than the cost of a major service I suspect. Softens the financial blow a bit, I can tell you!

They are constantly comming up with new and varied events for their customers - to which, even with my old nail, I get invited.

When my wife first experienced PC Bournemouth's customer service, she thought she had been transported to a parallel universe, with the question "is that genuine" after we had been dropped off at our door by a chauffer in a Cayenne!

Regarding the "Mr Hak", "Mrs Hak", "Sir" and "Madame" bit, I too found that way too formal and just expressed a desire to be called by my first name. Worked a treat, but I'm sure they can't just presume - that wouldn't be Porsche's way.

Yes of course this is all about keeping the customer satisfied, as Simon and Garfunkel would say, but I think it works and long may it continue!