A customer of ours was planning to take his vehicle overseas, but the day before he was due to depart, the car developed a navigational fault.

The fault was diagnosed over the phone and parts were ordered the same day to be collected from the manufacturer that afternoon, to allow Andy an early 4 am start to meet the vehicle at the port.

The new parts were fitted and the software was downloaded in true ‘James Bond’ style using the Aston Martin laptop with a data connection through his mobile phone. The customer was very relieved as, by his own admission, he couldn’t read a map!

The car left on time at 9.30am and Andy arrived back at work for mid-day. We did, of course, insist he take an early swerve that day!

Scott has recently supplied a new Bentayga Diesel to Mr Paul Arnold and was assisted by Peter with his finance requirements.  Due to his working environment, Paul had visited quite a few dealerships in his work wear and not been taken seriously.

We received his feedback via customer surveys on Sytnernet. Well done to Scott and Peter for the great feedback and ‘Making it special’!

We were made very welcome at your Birmingham branch, even in my high vis clothing, I was still treated with the utmost respect. As a family, we felt truly welcome and were allowed the time to make our choice and find a car we wanted. Your guys Peter and Scott were helpful in finding the deal that fitted our finances and made the purchase special and an experience to remember. We will be coming back to the dealership.
– Paul Arnold

Mr David Wright has purchased several cars from Bentley and is well known to the business. One day, he approached Tim Reed, GSM, with a special request.

Mr Wright’s Auntie June is terminally ill with cancer and he wanted to give her a day she’d never forget. He had planned to take her to an event at Leicester Cathedral and asked if we could chauffeur her in a Bentley. When June arrived at the dealership, Nigel Gray, Sales Executive and Rick Allen, Driver, gave June a tour of the dealership, and ensured she was made to feel extra special!

When it was time to head off to the Cathedral, June thought Nigel and Rick had arranged to take her in one of the company’s Audis, and she was thrilled at this prospect! However, Nigel soon informed her that we had arranged a Bentley Bentayga for her. June burst into tears and was overwhelmed at the gesture. She highlighted what a great day she had and couldn’t thank Nigel and Rick enough. She had had the best day and said that all her troubles had disappeared for that afternoon, she was so happy!

Thank you and all your staff, for your overwhelming hospitality shown to my Uncle and Aunt on Thursday. My Aunt was overcome with emotion. From the girls on the desk, Tim initially, Nigel as always kind and caring, Rick the driver who gave us a lowdown on that spectacular Bentayga. Have I forgotten anybody? Oh yes, you Sean. It says a lot that a past small customer like me, can ring you up out of the blue and ask for your team's assistance, You not only allowed this to happen, but you made sure that your team went above and beyond expectations. We send out sincere thanks to everyone concerned. Well done indeed.
– David Wright

A customer of ours recently passed away and his wife came into the showroom to buy a Bentley Teddy to put with her husband in his place of rest.

Jessica hosted Mrs White and organised some flowers for her and also gave her a second Teddy that she could keep with her at all times to connect back to her husband. Mrs White was very taken aback and grateful for such a lovely thought.

A BMW customer visited the showroom to view our cars and Gemma got chatting to him. He said he was looking for someone to put a clear film on the bottom of his new BMW to avoid stone chips.

Gemma told him about the excellent service we receive from Seven Star Wraps and she passed on Will’s contact details to him.

Although I had no dealings with the customer, I was there when he came in (with chocs) especially to thank Gemma personally for the help and advice she had given him. As a result, he had used Seven Star and was over the moon with the results. Gemma was on holiday at the time and he really wanted to pass on his gratitude. He said it was lovely to see how Sytner dealerships helped each other out regardless of brand.

A customer was on his own when he called the dealership at around 5.30 pm to say that he was stranded on the side of the road as his car had overheated. We established that the customer had no form of roadside assistance and upon hearing this, Matt offered to go and meet the customer on his way home to see if he could help.

Matt found the auxiliary belt had snapped and then subsequently helped the customer nurse his car home stopping every couple of miles to let it cool down. This resulted in Matt not finishing till gone 10 pm. A great example of outstanding customer service, well done Matt!

We delivered the last manufactured Rolls-Royce Phantom Coupe to a Special client. Unfortunately, on arrival, a fault was identified with the heater system. The issue was not apparent in the UK because of 100% humidity in the country of use, Malaysia…

The client was disappointed and was dealing with us because of disappointing service locally. After discussing possible causes with John, he volunteered to fly to Malaysia and repair the car. He organised parts and tools, dismantled the interior of the vehicle and repaired the car.

The client was delighted and the action of John has secured future business.

A customer was preparing to take his Boxster to Switzerland when his oxygen sensor failed; he was due to leave on Saturday and his sensor failed on Wednesday.

He brought his Boxster in but we didn’t have a sensor available in time for him leaving. Fraser made it his mission to locate a sensor for the customer so as not to delay his trip. He eventually managed to source one and got the customer back on the road just in time to head off to Switzerland.

Well done Fraser!

In passing conversation with the couple, it was mentioned that they were set to celebrate their 30th Wedding Anniversary whilst they were scheduled to be on a Porsche event weekend. Following the conversation, Natalie ordered a set of luxury champagne and chocolates from Fortnum & Mason, featuring a personalised label and message from the Centre.

Natalie enlisted the help of Tim, their Sales Executive, to contact them and invent a decoy reason as to why he would need to pass by their home on a particular day. The morning before they were set to leave for their trip, Natalie and Tim, under the guise of needing paperwork signed, headed to their Leicestershire home to surprise them with the lovely 30th Anniversary gift.

The couple were truly delighted with the luxury gift celebrating their special milestone occasion. They later contacted the Centre thanking both Natalie and Tim for their care and kind gesture.

In October we have had major staff shortages with Hazel and Jeremy off, leaving us with one Service Advisor.

Despite that, the whole team have pulled together and really helped by going the beyond the call of duty in many different ways to keep the wheels turning.

Also, we have maintained our position in Porsche Passion despite the staff shortages, a great team effort to continue ‘Making it Special’ for our customers in really challenging circumstances!

When our events team met a young Porsche enthusiast at a local car show, they decided to send him a model Porsche and some brochures when they got back to the Centre, but Jordan decided to go one step beyond and host the Porsche fan on a personal tour of the Centre!

Oliver visited on a Saturday morning while Jordan works as a host. He took the time out of his day to show Oliver around the Centre giving him facts about the Porsche models and letting him and his dad take photos in the Porsches. After continuing the tour in the workshop, parts department and boardroom, Jordan even arranged for Oliver and his dad to go for a spin in a Macan Turbo – which Oliver thought was absolutely fantastic.

To top off the morning, Jordan had made a goody bag for Oliver with posters, pencils, playing cards and even a small Porsche Lego set for him to build his own Porsche at home. Oliver and his dad were blown away by how special their morning was and couldn’t thank Jordan enough for his time. Well done Jordan for giving an experience that they will never forget!

A customer collected his car from Service late one night at 6.15 pm and called in again later on to say his car wouldn’t start and he was parked in a dangerous situation. He was in Leamington Spa and Steve volunteered to go to meet the customer on his way home.

When he arrived he found a relay had failed which was not related to his earlier visit, Steve replaced it and the customer got on his way, this was now around 7.30 pm. The customer really appreciated the service he received, especially from Steve taking his own personal time to help him out.

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