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?

Our customer had seen a very cheap Mulsanne for sale at a non-Bentley dealer in London and went ahead with the purchase. He has had a couple of cars from us in the past and we always carry out his service work so when the odd problem started with his Mulsanne, he contacted James to have a look at it.

The car is out of warranty and clearly has not been prepared properly prior to sale, leaving a significant amount of work to be done. It transpires the car had been in stock for the best part of a year and he was getting nowhere fast with the selling dealer. At this point, James Horn became involved, struck a relationship up with the DP at that business and arranged for the majority of the work to be done at their cost.

The customer did not have to get stressed and have arguments with the dealer and is delighted with what James has done and will now only purchase his future cars from us.     

Yes, I am completely satisfied with the service received. Fantastic service especially from James in your service department and not forgetting all the guys who made my car look Royal and running like a dream, once again a massive thank you for the high quality of service I would expect from a premier dealership 10/10.

We received the following feedback from a customer:

“ I wanted to make you aware of just how satisfied I am with a member of your staff, namely Gemma Cormack in your Service department.

My car has been maintained by another Bentley dealer previously and following a lack of advice and customer care, I decided I would ring Bentley Manchester for a comparable quotation. From taking my initial enquiry by phone, Gemma was extremely helpful and as you can see from my email, even emailed me the train timetable from Knutsford to Manchester (as she had listened to my work schedule), also arranging for a driver to drop me at the train station.

Every box ticked, Gemma is an absolute credit to you.”

Mr & Mrs Mousley had purchased a Ferrari in 1978 and collected it from the factory so when they ordered a California T they once again wanted to collect it. At this point in time, Ferrari were really busy and were struggling to accommodate our request, but we kept pushing and when they heard that the clients had previously collected a car, even if it was so long ago, they helped us setting it up.

John flew out with the customers and completed the handover as well as a VIP trip around the factory. Our Head of Business was at the factory the next day and bumped into the customers at the hotel. They were over the moon that we could accommodate them and were full of praise for John for making it happen.

Harrison was attending a Ferrari track day as technical support at Donington Park, and he had arrived early in the morning to prepare for the day. A customer turned up who had driven some 160 miles and had his car inspected. When checking his car to make sure it was safe for the track, it was found his front and rear brake pads were worn too low to use on the track. Harrison overheard the customer discussing this as he was distressed and offered to drive back to work in Nottingham and collect some tools and pads for the customer.

After collecting these, Harrison then fitted all the parts for the customer who was then allowed out on track, saving his day. The customer rang in and told us he was over the moon with Harrison and the special service he had received had blown him away. Due to this, the customer has decided to use Graypaul Nottingham for his service needs in the future.

Maranello create many special events for their owners and this month saw their 2nd Customer Driving Tour to the Cotswolds, for 2 days/2 nights. On Wednesday 17th May at 09.30am the Team were all set to depart from Tower Garage: 2 sign written Maseratis plus 24 customers with their cars! Our Sales Manager who was heading up the event took a call that his 3 year old son had been rushed to hospital (please be reassured he is absolutely fine now).

David was on a short holiday at this time but upon hearing the news that the event would be short on hosts, offered to change his plans so he could help out at the event to ensure it all ran smoothly. David has a unique ability to make an event rock and through his knowledge of our clients, makes him a real asset to the business. So, David cut short his holiday, hopped on a train at 6 o’clock in the morning and joined the tour, which really helped the team to make this event a huge success for the 2nd year running.

His only let down was not having a clean wardrobe! This picture was taken during a 1 hour window at lunch time. No lunch for David; a clean shirt and pants were more important!

Well done David!

Mr & Mrs Sethna were recently holidaying in Scotland and decided to pop into the dealership as it’s always been Mr Sethna’s dream to own a 911. They had no intention of buying anything, they just wanted to have a look around and get a little bit of information. Craig stepped in and spent 3 hours with the couple, sharing his wealth of knowledge with them. Craig’s customer experience was so good that Mr & Mrs Sethna ended up purchasing a 911 from Glasgow and even arranged factory a delivery.

My husband and I visited the Porsche dealership in Glasgow on Monday 1st May and spent 3 hours with Sales Executive Craig Young. Craig was absolutely fantastic! He was patient, knowledgeable, friendly and professional. He used his 15 years of experience to guide us through the many options and helped us to construct a Porsche 911 that we are really excited and delighted with. Craig helped us to have the confidence to place an order, which we will be doing in the next few days, after many years of my husband dreaming of purchasing a 911. My husband and I would be grateful if you could pass on our sincere thanks and appreciation to Craig and the whole team!
– Mr & Mrs Sethna

Tom recently had a situation regarding the unforeseen delay of a customer’s new car delivery. The customer lives abroad in Italy, and thus has to travel to collect the vehicle. The car was delayed by approximately 2 months, so was not the best experience for the customer.

When the car was ready to collect, Tom and the reception girls organised some little touches to go the ‘Extra Mile’ where they could. Tom collected the customers from the airport upon their arrival into England, and drove them to the dealership. Upon arrival, Natalie and Georgie had arranged a impressive spread of afternoon tea (sandwiches, cakes and refreshments) for the customers to enjoy during the handover process.

The customers were thrilled and appreciated the team’s effort to ‘Make it Special’ for them.

Our nomination is for Jane who received the following feedback from a customer:

The lady on reception arranged for me to have access to a private meeting room so that I could join an urgent video conference call for my work. This was above and beyond what I expected and helped enormously. I did not ask for this, she could see I needed some help and was extremely pro-active. For me this was above and beyond what I expected and much appreciated. Thank you!

She also realised that one of our customers had borrowed a Cayenne from us for his daughter’s wedding so she organised to have some flowers sent from us. The customer was so very impressed and grateful.

Mac showed the whole team what a special handover looked like in May.

The customer was picking up her brand new yellow Boxster on her birthday. Mac made sure to make it a birthday to remember.

As the customer was having a busy day, Mac decided to organise some lunch for the 1pm handover, but didn’t stop there. Mac picked up sunflowers (her favourite flowers), a large yellow bow, and some Champagne to celebrate.

The customer was overwhelmed by the effort and thoughtfulness that went into the gesture. Mac made sure the birthday was a special one and the customer went away with a smile from ear to ear!

Well done Mac!

Since Rosie joined us at the beginning of the year, the feedback from customers has been fantastic, people commenting on her always smiling and her general caring demeanour. The reason for this nomination is that even the smallest things can make a huge difference for a customer and ‘Making it Special’.

Mrs Alison Clements collected her new Macan on the 12th May, Rosie engaged with her and became really friendly even taking a photo of her receiving her new car. Alison commented on how nice our coffee was and just before she was about to leave, Rosie had found out that Alison had her own coffee machine at home and gave her a bag of our coffee beans for her to enjoy and to remind her of the special handover she had whilst drinking a coffee at home. Below is part of the letter I received from Alison and it goes to show how a small thing can make a huge difference:

I mentioned earlier ‘the cherry on the cake’, Rosie then came back and presented me with a bag. Inside the bag was a bag of the coffee I had enquired about earlier on. Wow, what an amazing thought; thank you so much Rosie!
–

Richard took on an enquiry that came into the business for a family and their son who was just finishing his first year apprenticeship as a motor bike mechanic, and was mad on Ferrari and Ferrari racing. Richard checked with his senior manager that it was all right to carry out a dealership tour and to take the young apprentice out in a 488 GTB which it was.

This is the feedback from the young lad after his visit:

My experience with the Ferrari was unreal, it was definitely a once in a life time experience and I couldn’t be happier with how good Richard was, he was overly generous and made the experience even better. Cheers.

We are all busy, but we always need to remember that we work with the best brands in the automotive industry and little things like this go a long way. I am sure this will keep the young man’s passion and interest alive in Ferrari forever more.