We recently received some fantastic feedback about Philip from Mr C:

I want to feedback my gratitude for the exceptional service I received on Saturday from your team in Nottingham and particularly from Philip Hall. After being less diligent than I should have been with keeping my battery charged over winter, I ended up stranded on a petrol pump on Saturday with the attendant understandably concerned about sparks caused by jump starting. I phoned the Nottingham Aston Marin facility more in hope than expectation of some help/recommendation. It was later Saturday so the service department had finished for the day, but Philip volunteered to drive out to me. He was with me within a few minutes and used a portable starting device to get me back up and running. I was extremely grateful and really do appreciate the service I received going way beyond the normal. Thank you to Philip and the team in Nottingham.
– Mr C

Andrew and Mike offered and delivered exemplary service to their customers throughout the whole sales process and even en-route to Marbella, they continued to offer support and guidance.

My wife and I purchased a 2017 Supersports GTC from Birmingham. This was a used car and our third Bentley in the last three years. We have had dealings with most if not all of the dealers in the UK and there’s a reasonable difference between the experience, service, support and mostly attitude, dealership to dealership. Our history with Birmingham is not new. We’ve known Andrew Johnson for close to 4 years, we were in the process of purchasing a new Speed when personal difficulties meant sadly we had to put a few luxuries on hold whilst we fixed those around us. Lo and behold after looking at everything non-Bentley, we decided that most other luxury GT/Sports cars are too small, too fancy and a little too delicate for us (I’m six five and not the playboy I thought I was) and so on a sub-zero, snow-covered Saturday we found ourselves at the Brummies door.

As we came in, Andrew was heading out and said, “Don’t go around the corner, you will want it.” Want what? “Wait and see.” we went around the corner and there it was. The perfect mix of a car. My wife believes the GTC is the best and that it has to be Black whereas I believe it has to be a Coupe and a Supersports or Speed in Granite or Dark grey. There in front of us was a two-tone granite and black etc super sports. Oh dear. Andrew is the best you will find but, there’s a new contender in the form of Mike Bowd, your business manager/finance guru. Not only does he make a cracking coffee, he’s the best in terms of communication, support and help, you can find. He’s the Robin to Andrew’s Batman. It’s not just Mike and Andrew who need to be praised. Everyone and we mean everyone is welcoming, warm, friendly, passionate and patient – the best combination for any sales business to make sales. We cannot congratulate you more on the team you have in Birmingham. They are without question the best of the Bentley network here in the UK and possibly overseas too.

By the way, since picking up the car we had a few questions en-route to Marbella and Mike and the team have supported us throughout via WhatsApp. Amazing stuff and well-done TEAM BRUM.

– Mr & Mrs F

Following several issues with Mr M’s Bentayga, we found the fault and returned the car. Unfortunately, when Bentley Assistance delivered the vehicle back to the customer, the suspension failed and the front of the car dropped. Paul and Adam went out to the customer to find that the Assistance driver had strapped the car incorrectly and damaged 2 sensors. Paul found the fault, ordered 2 new sensors and went out the following day to replace them.

Following several issues, Mr M was really disappointed however Paul’s prompt actions diffused the situation and turned the situation around.

Mr & Mrs P called us but they’d never used Bentley Manchester before as they had always used another dealer that was closer to them (but haven’t been particularly impressed with the customer service there). They had been on holiday and had parked their car in the multi-storey at Manchester Airport, however, when they returned and drove the car away, the park brake warning light was on and the car had gone into limp mode. Alan, our truck driver, was on site so arranged to grab the truck was with them within half an hour in the Radisson Hotel car park where Mr P had managed to limp the car to so it could be recovered. They were happy to get the train home from there.

They mentioned that they were interested in purchasing a new GT, so Gemma contacted sales asking them to call after a couple of days (to allow them to settle back in from their holiday and receive an update with regards to the car already in with us). Jan from our sales team then met with them on site and whilst at the dealership, they requested that they speak to Gemma. They just wanted to thank her for her efforts and said she’d made what should have been an insanely stressful situation very simple and they were home much sooner than they thought they would be.

After their experiences of the purchase of a new Maserati Levante by Paul Holmes, Mrs G sent an email to the Head of Business.

I purchased a new Maserati Levante on Monday this week and I wanted to send an email to express my gratitude to the excellent service myself and my husband received from your team and mainly from Mr Paul Holmes who sold us the car! We visited the showroom 3 times and each time was pleasurable. The first time we turned up at the weekend late and didn’t expect to really see anyone so late in the day but were still welcomed in and we spoke to the ladies on the desk who were lovely and that is when we met Paul. He arranged for us the have a test drive in the Levante the following week and it all went very well. Paul is a real credit to you. He was so patient and calm and the test drive was very well handled and both my husband and I felt in very safe hands and very safe driving. We thoroughly enjoyed the test drive and when we got back to the showroom we were keen to listen.

I have to be honest when we arrived that morning we were not planning on making any decisions that day but after 5 hours we were signing on the dotted line. Now that was not because we felt pressured in any way it was because Paul was so helpful and so determined to try and make it work for us that he truly did deserve the sale. He helped with my options on my Mercedes and with the deal that we were offered we agreed to hand the Mercedes back early. Top salesman I’d say! Even when we were thinking about what to do, Paul still didn’t make us feel pressured he gave us space and time to reflect. In the end we agreed a sale and it was a pleasure to give Paul the sale.

Following on from this Paul kept in touch regularly and arranged for us to collect the vehicle on Monday! Very quick and very prompt. It was a very nice surprise to see the car all covered and with a sign up for us. It was very kind to give my 3 boys a cap and a beautiful Jo Malone diffuser for me, a nice touch! Paul explained every aspect of the car in detail and nothing has been too much trouble. I will be telling everyone about the high service I have received and showing off my new wheels. I think it’s important for people to get recognised for their service and Paul deserves the recognition.

– Mrs J G

Mr S had always wanted a Maserati and seemed very excited. James had regularly kept in touch with the family and in doing so had discovered from Mrs S that her husband was apprehensive about the car as he’d had a bad experience with another dealer previously.

The car was due to arrive in 2-3 weeks’ time, but James noticed on Mr S’s driving licence that his birthday was in 6 days. James used his weekend off to ring around all the delivery/collection companies he knew to get the car delivered early, and fast-tracked it through the workshop and prep in order to surprise Mr S with his new pride and joy on his birthday. He then arranged for a cake with candles to be delivered during the handover, as another surprise, and the team to sing ‘Happy Birthday’.

It’s safe to say Mr S was blown away by James’ attention to detail, and the personal touch to the great service provided. A job well done, and a long-term customer gained!

Mr E purchased a New Bespoke Maserati Grancab, which was ordered in the summer of 2017, for delivery in April 2018. The client is a UK man but he spends most of his time in a spiritual retreat in the South of France.

To celebrate the 9-month wait, the collection was arranged from the Maserati factory in Italy, a fabulous conclusion. However, within a week of delivery, Ray received the call none of us wants to receive: “I love the car but it is not the car I need.” We all know how difficult this can be.

Ray did not panic, he listened carefully and with skill turned a potentially difficult situation into an opportunity and took the 1-week old Grancab back in part exchange for a Levante. The next challenge was delivery…

After careful consultation, it was agreed Ray would drive to the spiritual retreat, which is 600 miles from Egham, deliver the Levante and return with the Grancab. He sourced local cleaning to present the car beautifully.

Having done this special mission, Ray then proceeded to sell the Grancab, great job.

One of our most prolific and loyal customers is due to take delivery of his one-of-a-kind 911 Turbo S Exclusive Edition. His long-term Sales Executive, Craig Young, has been instrumental in helping him select the right options and transforming an already special car into a truly unique example.

Craig has spent hours working through the minute details to make sure all bases have been covered and took two days personal time out of the business to accompany the customer to an unveiling event which truly embodied the spirit of ‘Making it Special’ for this customer.

Recently a customer called into the Centre requesting an unusual favour. The gentleman had a flat tyre on his Cayman and was at work over a mile away from our Centre. He wanted to see if we could go and help him get it repaired. One of our technicians, Joe, drove across to the customer’s work place to assess the damage to the tyre. Luckily we had the correct spare tyre available back at the Centre, so Joe returned to collect the tyre and then took it back out to the customer, replacing it right there in his office car park.

The customer was delighted with the service Joe had provided, more so that Joe had gone out of his way to make the experience convenient for him. The customer commented that he was very impressed with Joe’s responsive and pro-active approach to resolving the unfortunate situation. He was very pleased with the overall result, so well done to Joe and the team for offering quality and personalised service, going the ‘Extra Mile’ to ‘Make it Special’ for this customer.

Our Hosts have recently been spending a little time in service, particularly with the Service Advisors, and one of them commented on how well both Jeremy and Stephen deal with customers on the phone and in person. This is despite being under a lot of pressure as they are under-staffed in their department with one team member currently on maternity leave.

Both have a very ‘jolly’ attitude and are extremely helpful to the customers (and to the Hosts while on service) and sometimes seem to get the rough end of the stick as they are not always appreciated for what they have to do.

I take my hat off to them both.

In the last month, we have received three separate emails regarding our Parts Advisor Rita and the service she has provided. The customers have all said how helpful and knowledgeable Rita is and how refreshing it is dealing with someone so friendly and polite.

One of our customers who had a technical query regarding a Porsche Boxster wanted to inform our Head of Business about the excellent service he received and that he was assisted in a friendly and efficient manner.

Also, he wanted to say that he thinks Rita is a true credit to the Porsche Centre Silverstone team.

I recently made an enquiry at your dealership, relating to technical, specification and service information about the Porsche Boxster. I am pleased to say that I received an excellent level of service from Rita Kaminskaite, who assisted me with my enquiry in a very professional manner. Rita is polite, friendly and efficient and provided me with all the information which I requested. She is a true credit to your team at Porsche Silverstone. Keep up the good customer service!
– Mr SW

Jim came to the dealership at 6.45am and had arranged to meet Tony Singh.
Tony was arranging to show Jim around the new Panamera G2. Tony met him early due to Jim’s commitments.

Jim had a dreadful trip from Shropshire due to traffic and was stressed but Tony sat him down and with coffee and cakes and got him into a relaxed state. When he had calmed down Jim went around the Panamera and was delighted so much with how Tony had treated him, he not only thanked Howard and expressed how impressed he was with Tony’s calming nature but then went on to order the new car.

Great result combined service into sales.

Our nomination is for our new Sales Executive, Alex Lane, in Porsche, who recently had a client of the dealership requiring his new car that was late in arriving.

When the car came in at the end of the week, Alex pulled out all the stops to ensure it was quickly turned around and ready to go out to the customer. To make sure the customer received his car at the earliest possible opportunity, Alex also went down on a Saturday evening to deliver the car to Newcastle.

The client was highly delighted with the service Alex provided, knowing that he was new to the dealership, and felt that he had gone that ‘Extra Mile’ to ensure his experience exceeded his expectations.