Dean has recently joined the business and, considering this was one of his first sales, really made a concerted effort with his customer and sold an overage Huracan in Blue Grif. He made sure he listened and reassured throughout the purchase as well as afterwards.

Dean forwarded a video via WhatsApp and began to speak further to the customer about his enquiry and why he wanted a Lamborghini Huracan Avio. Sensibly, he involved Mike Bowd, our Business Manager, then began to work out a deal and part of the deal included an electric ride on toy car for the customer’s first child as a Christmas present, which was important to him.

Dean arranged for the vehicle to be delivered to Manchester for 4pm in an enclosed trailer creating further excitement, working around the customers work commitments and arranged to do a full handover and complete the paperwork process with the customer making it simple for him. He also agreed to bring back the customer’s part exchange, arriving back into Birmingham for around 7:30pm.

The customer was extremely happy and mentioned it was the best customer service he has ever had when making a vehicle purchase, as he frequently changes cars.

Paul is based in Kent and he had contacted the majority of the southern Lamborghini dealers, after being professionally looked after by Ellie he took delivery of his white Huracan Coupe after three days of his initial sales enquiry.

I took delivery of my Huracan today and am over the moon with it. Whilst that is a good thing, I wanted to thank you and make you aware that Ellie's service and professionalism was just first class. Based in the SouthEast on the borders of London/Kent, in my search I dealt in varying degrees with most main dealers and some private specialist suppliers. It became apparent that compared to others, in the main being male salespeople, Ellie's product knowledge was simply streets ahead. Whilst some employed underhand tactics such as putting down the opposition, or their vehicles, Ellie did nothing of the sort. Instead, she maintained a professional and helpful manner throughout, helping me understand the pro's of various options with me never feeling stupid! Even at handover, Ellie was excellent, she knew the car inside and out and effortlessly tuned the brief to what mattered to me, recognising that I wasn't interested in every detail, I just wanted to get on and drive! In all, I was truly delighted.
– Paul

Our customer has owned his Lamborghini Gallardo for just over 3 years, we originally looked after the car back in 2006 and briefly in 2015. In between the maintenance has been carried out at other dealers (main and specialist) over the last 12 years.

Olly has looked after him and his yellow Lamborghini twice this year and has more than met his expectations. Being able to satisfy and regain their trust in using the main franchise dealer and also being recommended to owners club is a credit to Olly and the team.

Had a great experience with a service and repairs of my Lamborghini. Olly Press was extremely helpful and professional as befits a high-end marque. I will recommend Lamborghini Birmingham to my friends at the Lamborghini UK club.
–

Ellie`s customer collected his pre-owned Lamborghini Aventador SV from the dealership, within one hour he had an issue with a warning engine management light so she arranged for a technician to go out the same evening to diagnose the fault. The following day, she communicated the issue to her customer and reassured him that the problems would be rectified. He declined the offer of our Aventador demo and so she instead sent him a Selfridges Hamper.

His Aventador was returned 7 days later after the parts had arrived and been fitted. Ellie invited him to Salon Prive and he thoroughly enjoyed the experience, on the Friday evening he texted requesting Ellie to call him over the weekend so he could place a deposit on a new Lamborghini SVJ, I thanked him for his order and he replied that it was no problem at all, credit where it is due as well as thanking us again for the invite.

Ellie has managed to turn a serious customer complaint and potential rejection into a customer singing her praises and ordering another car, a credit to her and exceeding customer expectations.

I have just had 2 slices of toast with the best marmalade I have ever had! You shouldn't have sent the hamper... but we are very glad you did! These things happen. It's how people react that's important. You have done everything possible to sort the issue and I'm sure it will be put right soon. It's a pleasure dealing with you guys and you will certainly be getting all our Lamborghini and Bentley business in the future. Buying these kind of cars from a Main Agent gives us total peace of mind and you guys are the best. Thanks once again for the Hamper and your help in sorting the car.
– Mr C

Scott arranged a bespoke handover at Hampton Manor, a recently appointed Michelin star restaurant. Mr & Mrs J were completely overwhelmed with attention to detail in his preparation, the menu, car parked outside of the front of the hotel covered in flowers, photographs and gifts. They were absolutely delighted with new Bentley Continental and their memorable handover.

Our whole experience from start to finish was an absolute pleasure and a joy. Scott was very extremely professional and enjoyable to work with from the spec discussions to delivery. The handover was out of this world and we really appreciated the effort made to make the hand over of the new GT one to remember, Thank you.
– Mrs J

Samantha purchased a new Bentley in November and took delivery in February this year. As a previous Bentley owner her husband, Craig, was interested in seeing her car being built. It was on this visit that Craig decided that he would like to buy his father a new Flying Spur. Craig’s father, Ray, had also owned a Bentley, but it was 20 years ago and his experience hadn’t been great.

Together, our Sales Executive, John, and Craig decided to do something very special for Ray. The car was to be a complete surprise, so after the car was prepared at the dealership they returned it back to the factory. John arranged a factory visit for Ray and his daughter-in-law and the car was placed on the production line, ready for him to drive home. This has never happened before in Bentley’s history. Also in on the surprise were other members of the family – who were all sitting in the car when Ray reached it. After lunch, John drove Ray back home, showing him the controls on the way.

I was just mailing Bentley to thank them for all their efforts on Tuesday, but I am under no illusion that the only reason it happened at all was your efforts. Whilst Sam and I are able to indulge ourselves with many nice cars, which means down the years we have dealt with many dealerships and many sales execs, but, at the risk of sounding patronising, we have never dealt with anyone who is as knowledgeable, professional, flexible and accommodating as yourself, nothing has been too much trouble. I recognise it is a business relationship, but you have made it a pleasure. Ray loved the experience and the Flying Spur.
– Craig & Samantha

On Friday May 11th we were extremely short staffed. Tom decided to start work very early so service didn’t disappoint any customers with late deliveries and by 7.30am Tom had already cleaned 3 service customer cars.

Throughout the day he continued to support the team, he also managed to carry out his first Swissvax Top-Up Valet for Mrs J.H., she commented that her car looked lovely and was pleased with the final finish.

At the end of the day, Tom cleaned another car and delivered it to Sutton Coldfield on his way home. His commitment and care was outstanding, the month before he had celebrated his 67th Birthday and later this month he will receive his 20-year service award.

Andrew and Mike offered and delivered exemplary service to their customers throughout the whole sales process and even en-route to Marbella, they continued to offer support and guidance.

My wife and I purchased a 2017 Supersports GTC from Birmingham. This was a used car and our third Bentley in the last three years. We have had dealings with most if not all of the dealers in the UK and there’s a reasonable difference between the experience, service, support and mostly attitude, dealership to dealership. Our history with Birmingham is not new. We’ve known Andrew Johnson for close to 4 years, we were in the process of purchasing a new Speed when personal difficulties meant sadly we had to put a few luxuries on hold whilst we fixed those around us. Lo and behold after looking at everything non-Bentley, we decided that most other luxury GT/Sports cars are too small, too fancy and a little too delicate for us (I’m six five and not the playboy I thought I was) and so on a sub-zero, snow-covered Saturday we found ourselves at the Brummies door.

As we came in, Andrew was heading out and said, “Don’t go around the corner, you will want it.” Want what? “Wait and see.” we went around the corner and there it was. The perfect mix of a car. My wife believes the GTC is the best and that it has to be Black whereas I believe it has to be a Coupe and a Supersports or Speed in Granite or Dark grey. There in front of us was a two-tone granite and black etc super sports. Oh dear. Andrew is the best you will find but, there’s a new contender in the form of Mike Bowd, your business manager/finance guru. Not only does he make a cracking coffee, he’s the best in terms of communication, support and help, you can find. He’s the Robin to Andrew’s Batman. It’s not just Mike and Andrew who need to be praised. Everyone and we mean everyone is welcoming, warm, friendly, passionate and patient – the best combination for any sales business to make sales. We cannot congratulate you more on the team you have in Birmingham. They are without question the best of the Bentley network here in the UK and possibly overseas too.

By the way, since picking up the car we had a few questions en-route to Marbella and Mike and the team have supported us throughout via WhatsApp. Amazing stuff and well-done TEAM BRUM.

– Mr & Mrs F

Andrew recently sold a GTC to this customer and took his Audi A5 in part-exchange, receiving some fantastic feedback.

Andrew was a delight to deal with. Not at all pushy, he nevertheless skilfully steered me towards purchasing his car rather than any of the others which I was contemplating, and I have no regrets (yet!) that he did so. In my own business, we have a small number of sales staff who travel the world and I suspect, disheartening though it is to admit it, that a couple of them need to attend the next Master Class that Andrew conducts. I cannot really say more than that as I think it succinctly summarises my view of the chap. I’d certainly be much obliged if you would kindly convey my thanks, appreciation and compliments to him for a job on me which was expertly executed.
– Mr J

Alex is a fairly new addition to the team and, recently, did a great job with a customer who purchased x2 New Bentley Bentaygas.

The customer’s comments reflected the fantastic experience they had.

Great job Alex, more of the same, please!

I previously had a Range Rover and wanted to test drive the Bentayga before I made any decisions. I just loved it, it’s brought something new to the market. Alex Warren was perfect. I told him what I wanted and the price range and he came back with the options for me which matched what I was looking for. The whole transaction was so smooth. We had spoken to other dealers and not had this experience because they weren’t as responsive. Alex even came in on his day off to do the handover.

Satinder has looked after Mr Clarke’s GTC for the last 5 years. He had a back operation in 2016 and hasn’t been able to drive his cars for the last 18 months.

Satinder arranged for his car to be collected and, whilst the car was here, he received a comprehensive 2 minutes 26 seconds video from Ben and he was very impressed with the detail, highlighting issues with his rear differential and drive shaft seal leaking and nearside front tyre edge.

He visited the dealership to collect his car with his wife and spent 2 hours here being looked after by Satinder and our hosts. He enjoyed his recent experience and has booked his Silver Spirit in for an annual inspection and service later this month.

I think they are very professional and first class ambassadors of your dealership!
– Mr Clarke

Chris has recently supplied a used Continental GT to Mr Paul McGrother and was assisted by Mike with his finance requirements. Paul lives in Middlesbrough and had spoken to quite a few dealerships throughout the UK.

Chris and Mike professionally handled the enquiry and delivered an early Christmas present to a delighted customer.

Well done to Chris and Mike for the great feedback and for ‘Making it Special’!

Thanks for the fantastic service you gave me on my recent purchase.
I’ve never bought from a Bentley dealer before and I appreciate that I’m not exactly one of your “high roller” clients who pay over a quarter mill for a car. However, the standard of care I received from you and Mike was still out of this world. I’ve bought brand new BMWs, Mercedes and Jaguars before but being a Bentley customer is the difference between Macdonalds and The Ritz.

I handle multi-million dollar contracts for a living and I know I can be a bit brusque over negotiations and costs but I was extremely impressed with the way you explained your costings and negotiated the deal with me. I bought a Jaguar a few years ago and the guy was nothing but a check out clerk with no authority. I went into a BMW dealer thinking of buying a brand new M4 before I met you and they just sat me down and threw figures at me, I walked out.

I will definitely contact you in 18 months when I come to change the car and hopefully get to my goal of buying a brand new Bentley in 5 years’ time with continual upgrading.

Thanks again for everything and all the best.

Mr Paul McGrother

Alan was in the process of delivering a set of wheels and tyres for a blue 1996 Lamborghini Diablo to Mr Burkitt, a new Specialist Division customer, who lives in the East Midlands.

He was delayed due to helping a colleague clean another service customer’s car, which was also promised for the same evening. Once he had finished helping his colleague, he went on to deliver the tyres, resulting in him not returning home until after 9pm.

Mr Burkitt was delighted with the level of service he received from this first experience with us and is subsequently thinking about returning to us for a clutch replacement and major service.
Well done Alan, for your commitment to delighting a new service customer.

Scott has recently supplied a new Bentayga Diesel to Mr Paul Arnold and was assisted by Peter with his finance requirements.  Due to his working environment, Paul had visited quite a few dealerships in his work wear and not been taken seriously.

We received his feedback via customer surveys on Sytnernet. Well done to Scott and Peter for the great feedback and ‘Making it special’!

We were made very welcome at your Birmingham branch, even in my high vis clothing, I was still treated with the utmost respect. As a family, we felt truly welcome and were allowed the time to make our choice and find a car we wanted. Your guys Peter and Scott were helpful in finding the deal that fitted our finances and made the purchase special and an experience to remember. We will be coming back to the dealership.
– Paul Arnold

After a customer had ordered a new Limited Edition Supersport, Scott arranged for him to have a factory tour at Bentley so he could appreciate what level of work and attention to detail goes into building a Bentley. The customer had been to our dealership to see his new car and the tour was booked for a week or so later. The customer likes to buy special cars and has also purchased a one-off Lamborghini.

Scott then organised for the car to go back to Bentley Crewe and to be secretly positioned and for the customer to have his own car personally unveiled for him as a total surprise in front of the team at Bentley CW1 House. The customer was blown away and overwhelmed by the level of effort to make this experience memorable and special.

We had a situation where a customer bought a new Bentley GT in March 2017, unfortunately, some of the leather trim had some water staining. We ordered the relevant trim from Bentley when the car came in to have the trim replaced but the rear tonneau cover trim had not come correctly.

Gina’s role within the business is CRM – it was totally out her normal daily routine when she offered to drive up to Crewe and have the correct cover fitted whilst she waited, returning to the dealership with the correct part so that the customer was not inconvenienced any further.

The customer Mr Shortall was not aware of the effort that was put in behind the scenes to get it right first time.

Well done Gina.

Ross has shown excellent drive and tenacity in completing a full chassis change on a Lamborghini Huracan. Having returned from his annual holiday Ross was given a challenge of completing the customer’s car within a two week period as the customer was desperate to have his car returned. Thanks to Ross working Saturdays and Sundays as well as additional hours each day the car was completed within the two week target.

The customer has had his car back as promised and even more impressive after such a massive job there has been no issues with any rattles etc. This resulted in the customer being extremely happy that his car was completed in record time.

Excellent job, well done Ross!

Mr Steve Everitt thought he would treat himself and factory ordered a Bentley for his 50th birthday. We ordered in plenty of time however unfortunately there was a delay with production and the car was delivered after his birthday.

Mike and Andrew racked their brains to think of ways to avoid the disappointment and still make it extra special for the handover. They arranged for a 50 year old bottle of Armagnac in a presentation box to be delivered. Mike and Andrew then spoke to the factory and commissioned a ‘one off’ hand-stitched bespoke leather cover for a limited edition Bentley book in the same leather and contrast stitching as his new car with a personal birthday message. Mr Everitt also loved his Bentley cake in the same colour as his new car.

The customer was really touched and surprisingly emotional with the thought and effort that went into the gifts and drove off into the sunset as a very happy customer!

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A lady brought her son into the dealership because he was Lamborghini-mad and he was in tears as he left he just loved it so much! That alone was a dream come true for him.

Annabelle, Liz and Scott took it upon themselves to ask the lady for her number and arranged for her to bring her son back in so Scott could take him out for a test drive with the roof down.

His reaction was just as memorable as his experience – tears of amazement and joy, so much so he could do no more than hug his mum with joy! His mum was so overwhelmed by what Liz, Annabelle and Scott had done that she sent them in 2 short videos of him so they could share his happiness.

If that’s not ‘Making it Special’, I’m not sure what is! How many of our customers were once that boy?

It was Good Friday and Cameron had agreed to go to a customer’s house in Buckinghamshire to replace a wheel trim that had fallen off when the car was delivered back to the customer on the previous day.

The customer had a wedding on Easter Sunday and his Bentley was to be used for the wedding, so it was really important the car looked its best but the new part was on back order and had been for several months. The team arranged for Cameron to go down with a second hand part to sort the issue out, upon arrival and fitting the part it was too small for the customer’s car, Cameron drove the two hour journey back to the dealership where we managed to find another wheel trim. Cameron then drove back down to the customer’s house and replaced his trim, he finally returned back in the early evening.

The customer was so pleased he had resolved the issue so the car could be used for the wedding.

Excellent service, well done!