We have a very demanding customer with problems on her current car. The customer was in our demonstration vehicle and because her car was in longer than expected, we required that car back as it was booked for another customer. When the customer was in the showroom days before, even though it wasn’t Ellie’s customer, she picked up a vibe that the perfect car would be a Bentayga, our only demo was currently in London! Ellie, who is new to Bentley Birmingham, took the initiative and caught the train down to London, swapped all cars around and left her with our Bentayga Demo. The customer was thrilled and amazed with this level of service and how well the car performed. She subsequently purchased a brand new Bentayga.

This just highlights that Ellie is a real One Team player with a ‘Making it Special’ focus and we are very fortunate that Ellie is now part of our team at Bentley Birmingham.

Pembe and Georgia recently took over as our Front of House Team and have since set an exemplary standard of service, which has been consistently noticed by visitors to the dealership.

They have taken ownership of the Front of House area, ensuring all areas are maintained to the highest standard and always focusing on providing all customers with the best customer experience. From the moment customers walk in, they are greeted at the door and made to feel welcome and valued. Their attention to detail has been noticed and commented on by many customers; from remembering the customer’s name to arranging lunch, the duo have truly set an example of what a famous welcome should look like. They have become a great addition to our team and their proactive yet warm approach has made them popular amongst colleagues and customers. Their passion and enthusiasm for providing a memorable customer experience has made them our nomination for this month.

Nicholas has really had a challenging time recently with not just 1 or 2 but 16 customers experiencing issues with their cars because of delivery dates changing, some by up to 4 months.

He has really done a remarkable job of keeping each and every one of his customers informed and up-to-date, together with ensuring they have retained their passion and positivity about both the brand and our dealership. We have received nothing but good comments from them about how well he has handled their own individual situation and feel he deserves recognition for the fabulous way he has managed to keep their motivation and desire alive.

Two local customers have visited the showroom several times whilst putting together their specification on their new Ferrari. During the various visits, the reception team have learned how the gentlemen take their drinks and have spent lots of time hosting them in the showroom.

When discovering from the sales team that the customers were in to collect a car for the weekend, Grace ordered them bacon sandwiches and prepared drinks for their appointed visit. On arrival, Grace led the customers to our Ferrari lounge where she had laid out their refreshments. Needless to say the customers were blown away by their surprise breakfast and were delighted with the personal service, so much so that they contacted Matt to rave about the level of attention and subsequently ordered another 488 upon their return.

Mr Roberts brought his Maserati into us to check for a possible problem whilst he waited in our waiting area, Rachel made sure he was comfortable and carried on with arranging the inspection in the workshop. In the meantime Hope and Lauren who were both in the customer lounge started chatting with Mr Roberts whilst he was enjoying a coffee and a brownie, they found out that he had just become a very proud grandfather and enthusiastically viewed the photos of his newborn grand-daughter.

Hope and Lauren wanted to do something to make this special for him, so Lauren dashed out to a local shopping centre and purchased a girl’s newborn baby outfit and a card for him. A little later on, Hope and Lauren went to see how Mr Roberts was and surprised him with their gift to which he was truly overwhelmed and shed a few tears at their very kind gesture.

He left our dealership knowing there was nothing at fault with his Maserati and also with a little gift to give to his grand-daughter and commented in his feedback email:

“ It was a very nice touch on behalf of the dealership and one I have told many people about since (and will continue to do so), it was not something we would have ever expected and I was so surprised when you approached me with the gift. To me it just confirms why Graypaul has such an excellent reputation for its customer service and experience.”

Mandy Nova is responsible for CRM, during a routine call and service booking it came up during conversation that the client had an impressive car collection. He also told Mandy he was holding a car show event at his property to raise money for the ‘Help for Heroes’ charity. The event was being held at the weekend and Mandy took it upon herself to organise a couple of workshop colleagues and borrow the Ferrari and Maserati demonstrators to take along to the event. There were around 2,500 people in attendance and a variety of vintage and prestige cars of different marques. Ferrari was supported by the Ferrari owners club with both Surrey and London clubs being present.

There were helicopter rides and other fund raising events, guests were invited to look around the many cars whilst raising funds for the charity on the day. It was a very good day and good money raised for the ‘Help for Heroes’ charity. A great example of ‘Making it Special’ for our customer whilst also Giving Something Back.

Once again Sean and Allan have proved that they know how to make all of our customers feel special. Mr Dryburgh wasn’t entirely comfortable visiting our centre as he claims he doesn’t have as much money as our “normal” customers but Sean and Allan went out of their way to make Mr Dryburgh feel welcomed and just as valued as anyone else who walks through the dealership doors. Mr Dryburgh gave them both some lovely comments!

I have been very impressed and slightly taken aback at how well both Sean and Allan have looked after me. Excellent customer service, and I feel comforted that there are professional employees at Porsche Glasgow who now know me. This is especially pleasing as my Porsche is not a new car, nor am I able to purchase the more modern Porsche Motor Cars stocked by your main dealers on my ‘pocket money’ nevertheless, I am secure in the knowledge that the main Porsche dealer gives personal attention, advice and service for enthusiasts with the older generation of cars like my own. It is for this reason, I have extolled their virtues on owners forums where I hope other owners will support the main dealer as opposed to specialists.

Well done Sean and Allan!

We recently received a copy of the following email from a customer:

When I purchased my vehicle there was an intermittent fault, Porsche Nottingham failed several times to locate and fix the issue (the engine kept cutting out for short periods). Porsche Nottingham couldn’t fix it so I visited Porsche Reading, who had it for 5-6 hours and still couldn’t fix it!

Porsche Leicester were resilient and cured the problem (hair line crack in Oil Probe causing migration of oil into the wiring loom). Mark their Gold Technician is technically brilliant, his service alone will ensure I stick with Porsche Leicester for all servicing new cars etc.

Well done Mark, keep up the good work!

Our nomination is for Nancy, one of our support team who really pulls out all the stops to make sure everything is in place, to enable our sales team to provide the best possible service to customers.

Most of what she does is not seen, but without her hard work behind the scenes the cars would not be ready to go and customers would not have the fantastic experience of receiving their new cars at the time they wish.

Well done Nancy!

At the start of September one of our customers was recovered to our Centre, she had packed her car to the rafters full of her daughter’s things to take her to her first year of university.

The car needed extensive repairs immediately, and the lady became very distressed at the thought that her daughter might miss the start of her course the next day. Mark sprang into action when he heard and instantly found her a replacement to complete the rest of the journey. He helped her to unpack her broken down car and they continued their journey. In the meantime, Mark liaised with the Parts and Service departments to ensure that her car was ready to collect the next day on the return trip from dropping her daughter off.

Mark showed extreme attention to detail and acted quickly to resolve the customer’s problem – to show her gratefulness for everything Mark did for her, she may be purchasing a new Macan from him over the next few days – well done Mark!

At around 5pm one Thursday evening, Howard noticed an elderly lady walking around outside the showroom. He approached her and asked if she needed any help and it very quickly became apparent to him that the lady suffered from dementia. He brought her inside the dealership and made her a cup of tea and chatted with her trying to find out where she was from – the lady was in her mid 80’s and could remember everything from her early life but nothing about the here and now.

Realising the seriousness of the situation he called the local police who attended and tried to help by contacting her family with no success, apparently she had wandered off on numerous occasions before. Howard stayed with her until the police finally took her home at 7.45pm. He ‘Made it Special’ for a very confused old lady who needed help.

Richard has been with us since April as a new addition to the sales team with the Graypaul Ferrari business. Richard has particularly stood out with his customer feedback so far, and the way he has dealt with customers.

A customer’s son contacted us back in June to say that it was his Dad’s 70th in September, and as they had purchased Ferraris from us a few years ago he wanted to put a deposit down on a Ferrari 488 for his father for next year as a birthday gift as his father would not get around to doing it otherwise. Richard invited the Williams to our track day at Knockhill in September for passenger rides in the 488. He also then wrote a letter for them to give to Mr Williams senior on his birthday about his trip to Italy and loaned his son our demonstrator on his father’s birthday to take along the letter and welcome to Ferrari gift that Richard handed over. The Williams are due to come to Italy and the Ferrari factory with us in October to specify the father’s new car. I believe Richard and the dealership have made this an extra special event for the customer and his family thus far.