Having known Mr Basi for a while, Chameli knew how much his late parents meant to him so decided to get a portrait of them made for him which was gifted on the handover of his New Urus Performante.

She did some groundwork first with his son to make sure it would be received well and got the green light from the family.

Chameli employed a local artist to create the picture from 2 photos which had been provided to her . When presented with the portrait Mr Basi was speechless and even shed a couple of tears, it was such a special moment which clearly meant a lot to him.
Later he shared his handover experience on his social media where he has 30k followers. Please see attached for the images and kind words he shared.

Thank you for the portrait of my parents presented when I collected my cars. A true act of class and you have shown me that genuine friendship knows no bounds and that the true generosity and thought springs from the well of a selfless heart. This to me was incomparable to the cars and everything else, simply priceless, thank you.
–

It’s a precession of positive outcomes from multiple customers.
Holly and Stacey go out of their way to delight customers and get real pleasure from it.
Individual and very personalised handover gifts through to listening to clients and then sending things on post-visit.

They are both a real credit to our business and help make the clients and team engage in a more cohesive way, thank you, ladies.

You make it special.

Nick Hattersley
Head of Business
Bentley and Lamborghini Birmingham

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.

Alex recently sold a pre owned Lamborghini Urus to a local lady .

From the get go she was amazed by how attentive Alex was and just how special he made her feel which prompted her to send  the below note:-

I wanted to pop you a quick email in regards to our experience with Alex Warren. Myself and my partner have just collected our Lamborghini Urus and I cannot express enough how incredible Alex has been. From the initial conversation, through to collection he has been a true credit to your dealership and I can assure you, you have our business for life now, with both Lamborghini and Bentley, purely because of our experience with Alex. Nothing was too much trouble and to find the car sitting in pride of place in the showroom only for him to press the button for the silk cover to be removed and the car be there was so exciting. Thank you, Alex, it’s amazing. We look forward to seeing you again very soon!

I wanted to pop you a quick email in regards to our experience with Alex Warren. Myself and my partner have just collected our Lamborghini Urus and I cannot express enough how incredible Alex has been. From the initial conversation, through to collection he has been a true credit to your dealership and I can assure you, you have our business for life now, with both Lamborghini and Bentley, purely because of our experience with Alex. Nothing was too much trouble and to find the car sitting in pride of place in the showroom only for him to press the button for the silk cover to be removed and the car be there was so exciting. Thank you, Alex, it's amazing. We look forward to seeing you again very soon!
–

Our customer Mr Phillip French had been looking to change from his Jaguar to a Bentley for a while. He came into the business but the car he initially was looking at had been sold. Arran with much tenacity found a special car for Mr French and he went for it.

During the transaction, they had spoken about Burton On Trent and how Mr French likes the local ales. When the time came to collect the car, Arran chauffer drove him here in our Bentley Flying Spur which blew the chap’s socks off.

To conclude Arran arranged an engraved tankard and some local ales as a handover gift. The client was blown aware and very emotional…
Great job Arran.

What a wonderful experience buying a car from this company. Everyone has been a pleasure to deal with during the whole purchasing process. In particular, my special thanks go to Mr Arran Ashman who has been an absolute delight to deal with and has gone over and above to ensure everything went smoothly. I’ve no hesitation in recommending Arran and the team should you be considering joining the Bentley family. Philip French.  24/09/2022 20:12
–

John’s customer had his factory visit cancelled 3 times due to COVID-19. He desperately wanted to see his Bentley in build.

To make this happen, John spoke to Bentley Motors and after a lot of time spent planning and organising, he managed to get a member of the team at the factory to take photographs of the Bentley at each stage of its craftsmanship. The said person at the factory taking the photographs had to carry out a COVID test each time they entered the premises.

John was then able to create a journey for the customer using the photographs provided, which made this a very memorable and unique experience.

Excellent service throughout the buying process from the whole team. A big thank you to John Machin for all his assistance and great personal touches such as arranging photographs of the car being built.

Satinder organised a collection of unwanted clothes for a women’s domestic abuse refuge called Gilgal Birmingham.

Women and children who are trying to escape from an environment of domestic abuse, find solace in this secret refuge that will house them while they try to figure out their next move.

Satinder got the entire team at Bentley & Lamborghini to bring in their unwanted clothes and toys to be donated to the refuge, which was greatly received.

As Christmas was upon us, Sahar was aware that some of the children in the local Hospital were going to be staying in over Christmas and wanted to do all she could to bring joy to the children so, she arranged for 100 teddy bears wearing Bentley jumpers be individually wrapped and then hand-delivered them herself to Heartlands and Good Hope Hospitals.

The children were absolutely delighted to receive their bear and it was fantastic to see so many smiles. Sahar did this all off her own back, well done!

We received this feedback from a customer who has been dealing with James. Well done!

The personal service and attention to detail in all aspects of my dealings with Mr James Waterman were exceptional throughout. I cannot fault his ability to provide constant communication, even whilst he was on a short vacation. I was being offered similar deals by other suppliers but decided I did not want to deal with anyone else either now or in the future.
– Mr S

Mr M dropped his 2014 Bentley GT off with us for routine service. During the service, we performed a CitNow video along with an eVHC. This highlighted some work required to be carried out. Claire collected all information required and prepared herself for calling the customer to offer our ‘Best Advice’. Mr M took on board all that Claire had to say and subsequently authorised a large amount of work to be completed at considerable expense.

Claire had met Mr M’s expectations throughout and kept him regularly updated and built up a rapport very quickly. Claire is new to our brands so she is still learning the quirks that they hold and how our customers are very demanding. Claire managed to present the invoice to Mr M with ease and by her explanation, it managed to make him feel like he was receiving great value for money.

Fantastic effort, Claire, and a real testament to outstanding customer service.

I sent my 5-year-old Bentley in for its 6-year service, an expensive visit for various reasons, but I have to say the detail of the mechanic’s video, complemented by the excellent service from Claire Taylor made the bill so much easier to accept. I didn’t buy my Bentley from this dealer, but I will definitely be buying my next from them!

We received a call from a customer that lives over 170 miles away from our dealership. This particular customer is very demanding but is an important customer to Bentley and Lamborghini Birmingham, having spent over half a million pounds with us on two cars. His concerns were that his vehicle had developed a noise that he wanted to be investigated and rectified. Due to the nature of this noise, it required for the customer to demonstrate this so we could ensure we could resolve this when the vehicle is on-site with us.

Before we arranged to go and see the customer, it would be best practice to test a comparable vehicle with the customer’s to compare. The customer’s vehicle is a Bentley Bentayga W12. The only similar vehicle we had on site had a different wheel size set up. Ross took this in his stride and offered to swap wheels from another car to enable we could do a true like for like, comparable test. Ross then offered to go over to this customer, but due to the client’s busy work schedule, we needed to be with him before 9am. The next hurdle was that the customer lives over 170 miles away, which is a four-hour drive from Bentley Birmingham to get the customer. Ross ended up leaving home at around 4am to enable he could meet the customer at their address in good time and be able to test the vehicle with them.

We managed to trace the cause of the noise and then arranged for the vehicle to be collected and returned once completed. We truly believe this is going above and beyond in order to meet our customer’s high expectations and getting it right, first time.

Alex always goes above and beyond for his customers, in the month of August alone we have received two 5 star Google reviews…

Thanks, Alex and Chris for the best customer service experience I have seen! Extremely happy and I love the car. I’ll be back again when I am ready to change. Highly recommend… These guys are true pro’s.

– Mr A

Buying a car has never been so enjoyable. Everyone at Bentley Birmingham is friendly and approachable but the biggest thanks go to Mike and Alex for their attention to detail and great service.

– Mr M

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.

Annabelle has done a fantastic job to assist us in improving our customer satisfaction ratings so far in 2019. She is attentive and genuinely interested in giving our clients an excellent experience while in the business. She always goes the Extra Mile to make their visit memorable and we get regular commendations about the quality and efficiency of the service offered within the business.

Back in early May we had a family visit us with a young boy called Coby who Ellie spoke with in the showroom and showed him around all of the vehicles and our business.

After speaking with the parents we found out that Coby was terminally ill and his biggest passion was Lamborghini. Ellie then gifted Coby a Lamborghini model car and he asked if we would attend an event with a Lamborghini as the organiser said he would bet him £10.00 he couldn’t get a car there (the event was Cars on the Hill near Atherstone). Ellie promised Coby that she would bring a car and would meet him there.

On the Sunday of the event, Ellie came into work on her only day off that week to collect a car and take to the event; Coby was so surprised that she actually turned up because of the weather, he was so excited.

At the event, Coby said that his dream was to sit in a Bugatti which she has also now arranged for a future date. This was truly ‘Making it Special.

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.

I just wanted to drop you a note to say how impressed I was when buying a new Bentley recently from Dean MacDonald at Birmingham. I have bought a Lamborghini from Chris prior to this and he was also great but, Dean really did go above and beyond. He was communicative, polite, knowledgeable and above all, I never felt sold to.

I just think in this country we should say thank you a bit more and he deserves a thank you. He is a real asset to your team. Please feel free to call/email if you need any more detail. Have a great evening.

– J

Olly has really stepped up in supporting the team in the absence of our Aftersales Manager – he has taken on some additional responsibilities and put in lots of extra hours to ensure we continue to provide our customers with great service. He’s really dedicated to exceeding our customers’ expectations and always remains positive with a smile on his face.

I wanted to drop you a line to compliment you on your staff and express my thanks for the quality of their service. I popped into your premises today to have a minor repair carried out on my car and I was given a very warm welcome by your reception staff, Stacey and Isla, who were most hospitable and engaging. The repair was done very efficiently and much quicker than expected. I bought my car from JCT600 Leeds at the end of November and there have been a few mechanical issues with it since then. As I live in Worcester, I chose to have it looked at in Birmingham. The service I have received has been quite simply excellent – well beyond my expectations.

I would like to make mention Sarah Parsons in particular, whose professionalism has been outstanding. I am forwarding an email I sent to her following the recovery of the car to Sytner just before Christmas when there was a problem with the thermostat. Obviously, I have shown my appreciation to her in person, but I believe it important to make senior managers aware of the excellence shown by their staff and the impact this has on customers.

Simon has been nominated for his commitment to helping the team deliver a fantastic service to our customers. He’s always in early and staying late to ensure all cars are prepared and ready when they are needed and frequently comes in on Saturdays to assist.

He really puts the customers at the heart of what he does and deserves to be recognized for his contribution. Well done Simon!