A gentleman called John came into Wilmslow on Monday 24th. He brought with him a young teenager called Selina. John explained that Selina was the daughter of a friend and that she was visiting over from Pakistan, she’s not been to a dealership like ours before and that she is a massive McLaren fan. While they were having a look Joanne quickly googled how long the flight was to Pakistan, and depending on where you are flying from the UK, the flight is usually between 11-12 hours. Joanne thought it would be a nice idea to get some McLaren literature for her to keep her busy on her flight back. She set about raiding the sales exec’s offices for brochures and found one on the 720s, one on the Artura and one on the sports series. One of the sales executives also gave her a leather McLaren Manchester keyring for her too. When they came to leave, they both said thank you so much and Joanne then surprised her with the bundle of goodies. She honestly looked like she was going to cry! They both left absolutely beaming.

The customer was over the moon with how Joanne had looked after them
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Our sales team recently sold a McLaren GT in early October. It is the customer’s first McLaren and after a few days of ownership, he rang Aftersales concerned about why the car would not start and a few other questions.

Sam ran through the procedure for the key with the customer but could sense that customer had lots of technical questions rather than operational ones. On hearing the call Andy offered to visit the customer in Darwen (approx. 2 hours from the dealership) and run through the systems. Andy did this the next day and spent over 2 hours with the customer.

The customer rang me on 31/10/22 to say thank you for sending Andy. The customer said he answered all his questions in a professional and knowledgeable manner and couldn’t have been more helpful. He didn’t rush and spent as much time as was necessary. The customer said this was beyond any service he had received before and was now confident with his McLaren and was enjoying his ownership experience.

One of our very loyal and lovely customers Mike collected his fantastic new vehicle.  Julie discovered it would be his birthday a couple of days later, so she and James, the Sales Executive, wanted to give him something special and personal.

Julie popped out to a local farm shop and handpicked items to produce a lovely bespoke luxury hamper that she knew he would love including champagne, Truffles, Gin etc ….

He was so delighted he invited Julie and James to his birthday celebrations 
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Ben sold a professional footballer a car and knew he spoke very little English and that his native language was Portuguese. On the day of delivery, Ben decided to convert all of the welcome signs to Portuguese to make him feel welcome and special.
He also bought him a Birthday cake as the car was a gift to himself.

The customer was so delighted and was visibly very touched by this and he proceeded to take photographs of the signs and sent it to all of his relatives in the UK and Brazil
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On the way back from a McLaren Lakes tour Andy came across a stranded vehicle…
the pictures sent to Lara say it all

Couldn't believe Andy stopped and sorted it.
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On 2 occasions Jamie has wowed customers who have wanted to see the workshop. Firstly, a McLaren customer came to see his McLaren being worked on by Jamie and brought along his grandson. Jamie not only explained the work carried out to the customer but made a special fuss of the grandson finding out he one day wanted to be a technician. Jamie then presented the grandson with a toy McLaren car which he keeps on his workbench. The grandson sent a lovely thank you card to Jamie.

On the second occasion, Sam Britland-Jones spotted on CCTV a young boy and his mum every night peering through the gates at the cars on site. He investigated and found out it was a local resident who has an autistic son who is fascinated with cars. Sam contacted them and told them to call in during working hours. He gave the mother & son a full tour and again, Jamie spent time with the son explaining how cars work and even letting him sit inside a McLaren Senna. Jamie again presented the son with a model car from his ramp and he was delighted.

A customer dropped in his McLaren for service and we noticed some extensive rodent damage which meant the car would be with us for an extra week. When Sam contacted the customer to discuss the customer mentioned it was his son’s birthday at the weekend. Sam decided to put together a goody bag and ask a driver to deliver it to the customer’s house whilst on the way to another job. Please see the below email from the customer:

Hi Sam,

I just wanted to say thank you for the surprise that just arrived for my son’s Birthday. Please thank the driver that dropped it off too, we were just eating lunch so I hardly spoke to him. He’s been sick overnight so I’m at home with him today but as soon as I opened the envelope he opened the hot wheels and raced it around.

All the best

Phil

The best customer feedback you could receive from a sales customer:

I became a Bentley owner today for the first time and I cannot thank the staff enough at Bentley Manchester for the way they looked after me. The moment I walked in, a lovely lady greeted me and kept me in supply of wonderful cups of tea. James Walker who sold me the car was absolutely superb from start to finish and the experience was the best I’ve ever received from a car dealership. The level of professionalism shown today and the whole experience of buying an iconic Bentley has left me delighted and with a huge smile on my face.

Thank you Bentley Manchester.

Over the past 2 years a customer Lord Royale has become a friend of the dealership regularly visiting Sam for a coffee. A few months ago he purchased a ride on McLaren 720 for his Granddaughter as a present. Before he had the chance to give the gift they suffered a tragic suicide in the family. Lord Royale and his family were devastated. On one of his weekly coffee visit 2 weeks ago Sam reminded Lord Royale of the ride on car for his granddaughter and suggested they make a fuss of his Granddaughter and create a special handover. This quickly escalated into the ride on car being built up and delivered to the McLaren showroom for the Granddaughter’s 3rd birthday. Sam and Julie purchased balloons, a caterpillar cake and banners and even put her own private number plate on the ride on McLaren. This morning the Granddaughter, her parents and Lord Royale were invited to the McLaren showroom where Sam and Julie unveiled the 720 ride on. Hazel, the granddaughter was absolutely delighted and there wasn’t a dry eye in the showroom. What made it even more special for Sam was Lord Royale’s daughter actually pulled Sam to one side and thanked him for looking after her Dad who since the suicide has been extremely lonely and really appreciates the time he gets to spend at the dealership.

At the end of June, one of our customers took delivery of a brand new McLaren GT. The customer contacted the service team on 29th July to report a rattle from the engine cover. The customer lives in Chippenham, Wiltshire so Andy volunteered to drive to the customer to address the rattle. He left his house at 4.30am to meet the customer’s time requirements and then proceeded to not only fix the rattle but also complete a secondary/technical handover with the customer answering all the questions he now had since he had been driving the car for a few months. Andy returned home that evening close to 8pm and the customer was delighted with the service and level of details Andy provided.

Andy was exceptional, a credit to your business.

 

Dear Sir,

I am writing to you to say how positive my experience was in having my McLaren 720S serviced by your company in Knutsford although there were problems.

Whilst I had to return to the garage when a warning light came on less than 10 miles after picking the car up and then again the following day when the front lift would not work things were handled quickly, efficiently and superbly.

Although I wish things had not gone wrong, on both occasions the car was taken off me, put into the service area within 5 minutes of me arriving back there and I was kept informed of progress, including asking if I had time to wait for a full software reset on the second occasion which Sam recommended and fully cured the problems.

Not only was the booking handled very well by Emma in advance, but when I arrived from the Isle of Man the evening before the service the courtesy car was ready and I was fully informed of likely timings for the pick up of my car.

All your staff at the service centre were totally customer focussed, polite and well presented as well as being extremely helpful.

In particular, I would like to sing the praises of Sam who I believe looks after the McLaren side – I could not speak highly enough of his actions, explanations and speed at all times. He is very knowledgeable, sympathetic to the difficulties of coming from an island with timescales dictated by ferries and went out of his way to rectify the unexpected problems.

It was only the second service my car has required and the first at Grange McLaren Hatfield (where I bought it) was nowhere near the same level of professionalism and experience even though nothing was wrong with the car.

It was also my first experience with the Sytner group and I am highly impressed. I have never actually written to anyone before to praise their staff but on this occasion, I went away from my third visit in two days with a great impression, rather than frustration and a bag with a drink and some snacks for the journey given to us by the lady behind the drinks counter for my wife and myself for the journey. That was completely down to the skill of your staff and I would like to bring that to your attention.

Your full customer-facing team at the Knutsford service centre were superb and a credit to your company. Sam went the extra mile and as a result, has secured my business for the life of the car for your group.

Please let me know if you ever decide Sam is surplus to your requirements as I would be happy to find a role for him in any customer-facing role!

 

A customer’s partner approached Lee back in June to see if we could provide a couple of cars as a centrepiece of his wife’s party as they are both huge motorsport fans and car enthusiasts. As we have been discussing Rolls-Royce with them for a number of years now and have taken them on a number of experience days, Lee suggested he should take the plunge and surprise her with actually buying her a Dawn and keeping it a secret until the party and announcing that the “display car” was actually her Birthday present. This was agreed and this was to be made more special by the fact that this particular Dawn was the last un-sold new Dawn we had before the end of production and the timing would be perfect as it was due a few weeks before the party.

The party was to be held in a unique location, in the Concorde Hanger at Manchester Airport with the Black Tie event to be held in and underneath Concorde itself (also powered by Rolls-Royce engines) and the plan was hatched to have the Dawn under the aircraft and to be covered for a reveal later in the evening.

The plans were going well until Rolls-Royce informed us that the Dawn was going to be delayed and there was a real chance it would not arrive in time. Several conversations and emails later (and a few very tense days) the Dawn arrived the day before the event and Team Manchester rose to the challenge and we had the car ready for the event within 4 hours of arrival.

Lee had arranged transport to the event on the Saturday morning and to be collected at midnight; he even stood in as the ‘official photographer’ as the chap booked to do the event came down with Covid-19 at the last minute!

The whole event was very special and the surprise was somehow kept secret to the very end and the customer was delighted.

Kate had a customer in for servicing and some repairs and she had been trying to get hold of him for a couple of days without success.

When she finally made contact with him he was in hospital having suffered a minor stroke!
Obviously, he couldn’t take delivery of his car that day but was hoping to be back at home on Friday.

Once Kate confirmed that to be the case and what time he’d be home, she arranged for the drivers to drop his car on his drive prior to him returning home. Kate bought a get well soon card for him and organised a little hamper of Bentley goodies and chocolates that were left on his doorstep ready for his arrival home.

If nothing else it’s a nice surprise for him that will hopefully raise a smile when he gets home.

Mr P, who had owned his new Bentley GTC for 4 weeks contacted us to say a rattle had become apparent in his driver’s side door. We arranged for Martin to attend his address to see if we could rectify the fault rather than bring the vehicle in from the Lake District.

The day after the visit was arranged Mr P rang to say a motorcyclist had knocked off his indicator lens on his driver-side wing mirror. Martin organised the replacement part to come into stock and advised he would fit it at the same time. When Martin attended Mr P’s house, he rectified the rattle and replaced the indicator lens. Martin then noticed marks on the mirror housing caused by the motorcyclist so proceeded to get some t-cut and polish from his car and clean the mirror housing.

Mr P was delighted as it looked like new again.

Sam was looking after Mrs P’s McLaren 570 whih was in for a lengthy corrosion repair.

Sam was in contact with Mrs P every Monday to keep her updated and during these calls, as he got to know her more, Sam discovered Mrs P liked nothing more than spending a Saturday night during lockdown drinking Champagne and eating doughnuts!

When Mrs P’s 570 was ready to be returned. Sam organised for handmade doughnuts and a bottle of Champagne to be put into the vehicle as a surprise.

Mrs P was delighted.

Stephan put a lot of effort into a special handover gift for a customer who has recently lost his wife.

His customer had a Greyhound puppy (Buster) who had helped him through the ordeal and so Stephan bought the dog a personalised rug with his name on for the back seat and also a portrait picture welcoming him and Buster to the Bentley brand.

The customer was completely blown away and delighted with the thought that Stephan had put into his handover and thank you gift.
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5 Star Google review.

I dealt with Sales Specialist Alex Mather who was approachable, enthusiastic, responsive and very knowledgeable. He dealt with my queries almost instantly, remained flexible to my requirements and presented many options for my budget. Would purchase from Alex in the future and have no hesitation recommending him to others.

Sam consistently receives exceptional  Trust Pilot reviews – here are just two:-

I purchased a 720s Coupe from McLaren Manchester and have my service work carried out by them. I found their service to be excellent. Particular mention for Sam Britland-Jones, I find him to be knowledgeable, very helpful and his communication is always perfect, a real pleasure to deal with.

What a great experience, Sam provided an exceptional service and has vast knowledge and experience with the McLaren brand. Definitely going back for all our service work

5 Star Google review.

Kate Proud took care of me in a professional manner, ensuring I was advised throughout of what was being undertaken whilst my vehicle was with Bentley in Knutsford. She is an asset to your establishment. Five Stars is the best I can do if there were Ten Stars I would most certainly give Ten for the care and personal attention shown by her. Thank you.

5 Star Trust Pilot

Outstanding service from Bentley Manchester – everything from accommodating me at short notice, keeping me constantly updated with progress to actually going to pick up parts from Crewe to get me back on the road as soon as possible. Fantastic customer service from Sharzly and his team.