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.

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.

The customer in the past had purchased a purple Rolls Royce Dawn and the customer had painted her nail to match the colour.  Renee got the colour swatch of the Aventador the customer has chosen  and then  purchased the matching colour nail polish! She then arranged for the polish to be put in a presentation box along with a picture of the customer’s Aventador!
Class act!

Handover is on the 28th of April but knowing the customer quite well she/they will be so pleased with this thoughtful gift.
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We have a very long-standing customer – Mr and Mrs Studholme who have never visited the showroom, despite buying 15 cars from us. We eventually persuaded him and his wife to visit us. Paul  and the Hosting Team arranged for lunch to be provided for them. They really enjoyed their visit and commented on how nice the quiche was that they had for lunch.

Paul was due to visit them in Boston 2 days later, so arranged with our caterers to make some additional quiche, which Paul delivered to them.

Mrs Studholme was amazed at the attention to detail shown by Paul.

As above
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Mr & Mrs J recently came into the dealership with an issue regarding their tracker. Paul jumped straight onto this and ensured the car was rectified quickly and efficiently.

The customer was so happy he left the following comments:

I visited here yesterday to get advice on a tracker issue on my Bentley V8 GTs. A huge thanks to Paul Malinowski for helping me and inspiring me to become a loyal customer. It is a breath of fresh air to experience such an honest and open approach at Bentley Leicester and I congratulate them on their great choice of young staff to represent them. Looking forward to booking my next service with you.

Mr H recently purchased a Bentayga Speed. Roy, as always, went out of this way to make sure the experience was memorable and we received the feedback below.

The Guys at Bentley Leicester are amazing. Roy gave good information and really worked hard. He saw to me immediately, gave coffee, biscuits and pastries and he even offered Champagne. He is the best of all the Bentley dealerships I have dealt with. The service is exceptional and I have long a relationship with the dealership, they are brilliant, and they are the best car dealer I have dealt with!
– Mr H

Our nominations this month are Rob Watson and Vinesh Mistry for the outstanding service they provided Mr H during the purchase of his Lamborghini Huracan.

This was the customer’s first experience with Lamborghini Leicester and the team ensured that every element was perfect. The customer commented on how the team were always available to answer any questions or queries he had, even when he’d email out of office hours! The customer highlighted that every element was perfect, from helping him find his perfect car, Rob discussing the finance element and on the day of handover, Vinesh ensured every element of the car was explained thoroughly.

Mr H loves his car and has commented to the Head of Business that he will not only recommend the dealership to all his friends, but he intends on buying his next Lamborghini from us too! As the customer said himself, he’s part of the Lambo family now!

Fantastic from start to finish. Rob and Vinesh were always at hand throughout the process and made it seamless, nothing was too much. Thanks guys.

We received this great feedback after a customer visited us recently:

Since purchase, we have had all the servicing and other work done by Bentley Leicester who have always provided exemplary service. James particularly has been most helpful in sorting out issues that have occurred. We were particularly impressed with the wheel refurbishment that he arranged, as the wheels came back looking like brand new.

We recently had a customer, who lives in Jersey, enquire about having his service done on his Lamborghini Aventador SVJ at our centre. The customer decided to visit the dealership and stay in Leicester for the day. A few short weeks later, the customer called to say he had an issue with his car which he would like Lamborghini Leicester to sort, as he was so impressed with the service he received the first time.

Adam knew how inconvenient and time consuming it would be for the gentleman to travel from Jersey again so, instead, decided to go to the customer. Adam took a very early flight to Jersey to rectify the issue on the customer’s car and was back in the dealership the following morning. As you can image, the customer was over the moon and could not believe that Adam travelled all that way!

Roy regularly receives comments from his customers regarding his attention to detail and helpfulness during the customer journey. August was no exception.

Roy recently received an enquiry from a Mr C, who was looking at ordering a new Continental GTC Convertible. The gentleman was not local to our dealership but wanted to visit and pick up the car himself. Due to the distance he had travelled, Mr C was in a rush to get into his fantastic new car and get on his way, so Roy ensured everything was prepared prior to the customer’s arrival. The customer was so pleased he felt compelled to leave a review of this recent experience.

The whole dynamic of the car, the combination of the colours and the design of the car is just great. Roy was exceptionally helpful and kept me informed all of the way. You all work very well as a team and communicate well, everything was quick and smooth.
– Mr C

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

I would like to take this opportunity to thank you again, Ivan, for a great hand over yesterday. The Bentley was presented perfectly and thank you for sorting the tracker and fitting a new battery.

I am pleased to let you know I arrived home safely after having to take a diversion through Leicester due to an accident on the A46. I now know the Bentley inside and out and it is a fantastic car.

Mrs C would also like to thank you for her gift and the Bentley Cap. She said the white is the perfect colour.

Thank you once again for all your support in purchasing my Bentley and please pass on my thanks to Rob.

I look forward to seeing you again.

– Mr C

We recently received the feedback below for Martyn:

Another perfect experience from Martyn having my Bentley serviced. The car was collected from home on time and delivered back which saved a lot of trouble. I was kept informed throughout the whole process and they even polished out a couple of marks on the car without being asked. First class in every way.
– Mr T

It’s been almost a year from when I made my initial enquiry with Vinesh Mistry at Lamborghini Leicester about the Huracan Performante. I was shown around the vehicle and taken for a test drive shortly after my initial enquiry. I placed a deposit on the vehicle, but still, I had my reservation about the car and was a little hesitant in wanting to commit, perhaps I should go with a lightly used Speciale, which I made known to Vinesh. I was offered a day at Millbrook Proving Ground, this is what sealed the deal for me no regrets from here on in.

This event just absolutely blew my mind, to hear and feel what the Huracan Performante is capable of is beyond words or comprehension. I confirmed my specifications shortly after the event and am patiently awaiting delivery of the ultimate road car, just wow. Vinesh is a credit to the Lamborghini dealership at Leicester he has been most patient and the consummate professional, always had our queries answered and was enthusiastic about the product himself.

Vinesh recently arranged a factory tour for a customer. Little did the customer know, Vinesh had planned a surprise…

Many thanks for the tour yesterday. It was brilliant, a great experience.

It was a fantastic surprise to see my car. It had been such a rush to get there yesterday, (I arrived there at precisely 1330 owing to a series of delays) I’d completely forgotten that there might be a chance of seeing my car.

I had the full unveiling and was shown around by 2 lads that worked on it.

It was all very impressive.

Since joining, Faisal has gone out of his way to ensure every visitor to the dealership receives the best level of service.

This was proven with recently when we received the following review:

Service was second to none. Highly recommended. Faisal is a top man to deal with.

Mrs S is a regular customer and recently had to bring her car in for some bodywork. She always mentions how great the Service at Bentley Leicester is, but this time was so impressed, she wrote into our Head of Business to inform him of the consistent service she receives from James.

We are always treated professionally and in a friendly manner. We have been going to Leicester for some time and the standard of professionalism has never failed. James Horn always phones to confirm everything before we bring the Bentley in and he communicates with us effectively while the car remains at your site.

It’s always a pleasure. The coffee and customer interaction towards us is great!

Thank you to the team for their support!

I took delivery of a new Continental GT just before Christmas. The experience from enquiry to delivery was incredible. The car is the best vehicle in the world, and the experience Bentley Leicester and the professionals at Crewe left me with was so good… I was reduced to tears. I feel like the most important person in the World. Though I’m very ordinary, I will bask in the afterglow of this for a long time. On the back of the experience, I have ordered a GTC for my lovely wife. She deserves such a car and to enjoy the special service I’m sure all their customers get!

Tim and Rick both recently gave up their Friday evenings to help a customer in need. Mr T had purchased a vehicle, however, realised that he needed help getting his other car back home, as his original driver was unable to help at the last moment.

Tim and Rick were about to leave at 5pm on Friday night when they offered to take the customer’s car back to his home.

Around 30 minutes into the journey the customer called to say he had left his child seat at the dealership. Tim and Rick both went back to the dealership to collect, only to find out the customer had actually left the seat at home!

The customer was very grateful and couldn’t thank them enough for their help.

Well Done Tim and Rick!

Our nomination this month is for someone who works tirelessly behind the scenes to make sure each customer receives a seamless experience.

Ruth does a fantastic job on a daily basis, ensuring all cars are taxed and documents prepared in time for handover. Ruth ensures everything is prepared in a timely manner so that our customers can take delivery of their new cars as planned, without any issues.

She has a can-do attitude and is always happy to help when last-minute requests arise. Ruth is an integral part of our team and really deserves recognition for the hard work she puts in each day.

Well done Ruth!