Kenneth recently sold a car to Mr M who lives in Cheltenham. The client was so delighted with the way that Kenneth dealt with him, he purchased the car and wrote a lovely comment on the website feedback form. Great service from Kenneth.

I would like to say how wonderful the service I received from your salesman Kenneth Purdon was. I drove to Edinburgh from Cheltenham to purchase my Bentley and he not only made the trip worthwhile, but he has also looked after me like a long lost friend. I can’t thank him and the dealership enough.
– Mr M

Mr B came in for work on his Bentley and Holly noticed that his birthday was coming up from his driving licence and arranged a Birthday surprise! She bought a little cake and a card and some Bentley aftershave…

Holly was taken aback by his reaction, he was blown away and was amazed at her attention to detail.

Delighted with the service from Bentley Edinburgh and a special thanks to a lovely young lady called Holly for making my visit delightful.

One of our Classiche customers, Mr T, who owns a Ferrari 456 GTM, wrote in to applaud Ally for his attention to detail and dexterity in finding him extremely hard to locate parts for his car.

Mr T has been a customer for many years and always provides us with challenges due to the nature and age of cars that he runs. Ally always ensures that he exhausts every possibility to satisfy Mr T’s requirements and continue to give him great service.

I wish to record my gratitude and appreciation of the great assistance provided by Ally Purves in the pursuit of Ferrari parts for my 456GTM. As you will be aware, many of the genuine factory parts for earlier cars are becoming scarce and often prove difficult to locate. However, Ally is always helpful and resourceful in the pursuit of such hard-to-find parts, and it is important Graypaul recognizes his efforts on behalf of a long-standing and (wherever possible) loyal customer.
– Mr T

Natasha found out that our client Mr J had a birthday coming up and in a previous conversation she discovered that he liked building model cars. Natasha purchased a Bentley Blower 4.5 Litre kit for his birthday.

He was delighted and one week later he came back into the showroom to show everybody the finished article. He is going to present this to the dealership for display when the glass case he purchased arrives.

Mr J said that he really appreciated the gift and thought that it was well thought out. When presented the gift initially he was speechless for the first time in his life as he was so taken aback.

A great example of ‘Making it Special’!

I would like to congratulate Harry Wallace for receiving the following email from his customer. During the sales process, Harry found out that Mr B was in Edinburgh for the weekend to watch the Scotland match. The customer then expressed his love for Scottish Rugby was second to none so Harry sourced a signed Rugby shirt from the Scotland team as well as organising a fantastic dinner.

Dear Stuart, I just wanted to email you to thank yourself and especially Harry for all your efforts over the last few days which have been truly memorable. Not only have I now 'got my hands on' my new car, but it has also arrived in time for my birthday today. On top of that, our 'Collezione' night in Edinburgh was fantastic. The choice of hotel and restaurant were terrific and the cocktail experience was really novel and great fun. Then, to cap it all, when arriving at the dealership, Harry had gone over and above any expectation by producing a framed, signed Scotland rugby shirt simply as it was my birthday. Truly magnificent, Harry deserves all credit for a great job. With sincere thanks,
– Mr. B

Mr G S from Aberdeen booked his Grand Turismo in for brake repairs and needed his car back so he could chauffeur some clients to the Rugby Six Nations at Murrayfield Edinburgh. However, the car required much more work than was anticipated, therefore his car would not be ready in time.

Not wanting to disappoint his clients he asked Ricky if there was anything he could do to help. Ricky managed to juggle his loan fleet so that he had a Maserati available to drive and Ricky also gave the client a bottle of whisky and a hipflask so that his guests could enjoy the full ‘Scottish Rugby Experience’. The client was over the moon and thought the service he received was outstanding, considering the late request.

Mr S had purchased a Flying Spur from Kenneth and after he picked up the car, went to a shopping centre on his way home. When he returned to his car, he noticed a ding on the side where somebody had clearly opened a door on to his car. He called up the dealership quite upset, however, Kenneth organised a Dent specialist to go out that evening. Kenneth met the customer and the dent master at the customer’s home address to ensure that the work was carried out to the customer’s satisfaction.

The client was very happy that Kenneth had managed to organise this at such short notice, and so late at night. It was 8pm before the work was complete.

Mr S was so pleased with the service he received that he has consequently placed an order for a new Bentley Continental GT with us.

Harry’s customers, Mr & Mrs G, were purchasing a brand new Maserati which they were very excited about.

Sadly, during the sale process their son sadly passed away in an accident, they said they were close to cancelling the sale, but the service they received made it worth going through with. The email is from Mr G after they took delivery of their car.

Yesterday was very difficult for us both due to our loss of our beautiful son that we had been blessed with for 33 years. Only a parent knows how hard it is to lose a loved one, we were so near to cancelling the car when it happened. You and Maserati really touched our hearts with the lovely gifts and words of sympathy, you actually were able to put a little smile on my wife's face that I haven't seen for weeks. Yesterday was a day that you made special, today is back to reality. It happens to be, or would have been, our sons birthday, not sure how it's going to be. We both love the car and are sure it's going to help us on our way to recovery and trying to rebuild our lives. Once again thanks for everything, you were lovely to deal with from the start, we now know we have made the correct choice and look forward to many more years of motoring with our stunning new car, love it.
– Mr & Mrs G

A customer called saying he was interested in a Porsche. He said he was in no rush but liked the look of our sapphire blue 911. A few days later his wife called the dealership saying she was going to surprise him and buy the car for his 60th birthday!

It was so exciting because she said we could not talk to her husband about the car but he kept calling our Hosts asking to speak to Scott (Sales Executive) about the car. His wife was due to come in to finalise the deal and then bring her husband in later to surprise him with the car!

Rebekka and Christie decided together to make this a fun and special experience for them both, given it was such a big birthday for him. They decorated the customer area with birthday banners, a beautiful cake and a card ready for the customer and his wife to arrive. What a lovely surprise!

Rebekka has recently joined the team in Edinburgh but has already shown her commitment to our ‘Making it Special’ ethos.

She set up her first customer handover for a lady who was coming to collect her car. Rebekka had discovered that the customer’s favourite things in her life are her dogs (she has 6), golf and her grandson, so she decided to pull out all the stops to make the handover gift very personal to her customer. Alongside flowers, Jo Malone gift and golf accessories Rebekka added in some special gifts for the dogs – Dog Beer and’ Pawsecco’! Additionally she added in a toy Porsche car and Porsche flag for the customer’s grandson.

Needless to say the customer was really happy not just with her new car but also all the gifts that came with it!

Well done Rebekka.

We recently received some lovely feedback via Facebook from a lady that Ewan Middlemass (one of our Porsche technicians) helped last week when he was on his way home from work.

I hope I have the right page! I shall email head office too but wanted to say an absolutely huge thank you to one of your mechanics (I think) who was at Musselburgh services. I don’t want to advertise publicly that my 13-year-old daughter is in a wheelchair, she also has autism etc and he saved me so much stress just with an act of kindness. He could see me struggling and could easily have walked past but didn’t I’m so grateful as is my husband. When I managed to call him, he couldn’t have helped as our son also has learning disabilities and we are all the way in Aberlady! If you are allowed to send me his full name we can send him a thank you in, I think he said his name was Ewan?

Christie joined the team as a Showroom Host four months ago and has shown a lot of dedication and initiative in making each customer’s experience personalised and memorable.

When customers visit the Showroom, Christie takes the time to get to know them and genuinely connects with them, finding out about their interests and always remembering their preferences and how to ‘Make it Special’ for them on each visit. Christie takes pride in assisting the Sales Team with each handover and has received exceptionally good feedback from customers for the small touches that delighted not only the new car owner but their family members who visit the Showroom with them.

Last week Christie found out that Mr Jacobs, who was having his new Macan delivered to his home address in London, had just welcomed a baby boy into his life so she prepared some gifts for the Sales Executive to take and deliver to the customer on the handover of their new car. Mr Jacobs and his partner were surprised and absolutely delighted with the gesture.

Well done Christie!

Day in, day out, the person who constantly works over and above her position is Angela Fisher. She works extra hours every day. She works at home after hours. She works weekends. Amazing commitment.

All this extra time is done to assist our sales departments in particular to reach the fantastic sales that we are currently experiencing.

At the end of the month, we had a complex deal for a Bentley Bentayga that was sold last minute that Angela helped greatly with getting the car over from Ireland. She ensured that the car for Mr S came in and was paid and ready for collection – much to the delight of the client, who thanked Peter for the seamless and smooth transaction. Another happy customer.

Peter Smith our Brand Manager received a phone call after hours from Mr G who had just realised that he had left his keys and wallet in his Bentley GT that he had dropped off earlier for service.

The team managed to get hold of Joe who ensured that Mr G’s car was accessible that evening for him to come down with his spare keys to gain entry to his car and retrieve his belongings.

He was highly delighted and phoned up Peter to pass on thanks to Joe for his great customer service.

Darren has recently been asked to assist the Porsche Service Department to cover sickness and has been a valuable help to the team.  Although Darren usually works with Ferrari, Maserati, Bentley and Lamborghini as a Parts Advisor, he was happy to assist the team and step in temporarily as a Service Advisor for Porsche.
Darren is a very positive person and nothing for him is an issue, so he is always happy to help and look after everyone. He certainly shows a ‘Can Do’ attitude and has looked after our customers with dedication and professionalism, always ensuring that the customer comes first and everyone is looked after.

Well done Darren and thank you for your help!

Martin Baird called in late on a Monday to say he had left his phone in his car when he dropped it off earlier at the Service department. He really needed it back in time for his 7am flight to Barcelona the next day.

Ana stayed late to locate the phone and organised for a member of staff who was doing an event to hand it over to Mr Baird.

Mr Baird was both delighted and relieved to be reunited with his phone.

Since joining the Sales Team in July 2017, Ryan has always taken pride in looking after his customers by taking the time to listen to them and do everything he can to fulfil their needs.
A couple of weeks ago Ryan had a customer from Southampton who purchased a Cayenne for his wife Sarah and after a few conversations with Mr O’Reilly, he mentioned to Ryan that his wife’s best friend had recently lost a child so maybe they were thinking to come up to Edinburgh for the weekend as a treat to her friend.

Ryan organised for Mrs O’Reilly and her friend to stay at a hotel on Edinburgh’s Royal Mile so they would be able to experience the true Scottish Hospitality. He also got in touch with a few contacts and managed to book them in for dinner at one of Edinburgh’s most traditional restaurants.

In the morning of the handover, Ryan decided to put together a couple of Jo Malone gifts for the two ladies, as well as a little travel pack with cereal bars, fruit, water, juice and small treats as they were driving back down to Southampton around lunch time. Mrs O’Reilly and her friend were so pleased and could not have been happier with their Scottish experience!

Mr & Mrs O’Reilly were delighted and could not thank Ryan enough for looking after them. Well done Ryan!

Mr Nichol was due to collect his new Lamborghini HURACAN Peformante on Friday 22nd December,  but, unfortunately, Mr Nichol was unwell, and not able to get to Edinburgh.

The team at Lamborghini Edinburgh where determined not to let Mr Nichol down and organised to have the car delivered to him, in Ayr, on Christmas Eve. Our Valeting Supervisor, Damian Meaney, ensured the car was in pristine condition, had it loaded on to the transporter, and drove down with our Brand Manager to hand it over.

The result… one very happy Mr Nichol!

Ana went over and above the call of duty and bought the Naylors a lovely card and soft toy that really meant something to them when they were collecting their new car.

The Naylors were blown away by this and asked Ryan Houston, their Sales Executive, to make sure her boss knew about it. When Ryan called the customers two days later as a scheduled follow up they were still raving about it and his wife was overwhelmed by the personalised gifts.

One Saturday morning Mr & Mrs Wooderson encountered some issues with their 718, so they called the Edinburgh Centre, as their usual Centre was closed for the weekend. Wendy offered them to bring the car in straight away so someone could have a look at it as soon as possible for them.

Wendy’s helpful and kind approach put Mr & Mrs Wooderson at ease and they could not have been more pleased with how smoothly everything was handled. Later that day they emailed Garry Bagley, our Head of Business, to say how pleased they were with the service received and how they would be using our Centre in the future.

I wanted to pass on some great customer feedback from our recent visit to you over the weekend and recognize the great work by the team. Having driven from Perth very early on Saturday, I contacted and spoke with Wendy in your service department who advised me to come straight through and they would assist where possible. On arrival, Wendy and the team gave us a great welcome and promptly called on the on the expertise of the on-duty technician whom, came out and very quickly established the problem. Please pass on our gratitude to all involved on the day.
– Mr Barry Wooderson