The dealership recently received some fantastic feedback from a customer for Oliver Ball in our sales team:

Can’t thank you enough, the whole day has been amazing. Huge tick in the box for Aston Martin Nottingham Oliver Ball Customer Service – truly above and beyond. Sam was very touched by all that you and the team arranged for her, so kind. The factory laid on VIP arrival and birthday cake and coffee. Really good. Yum!

Steve showed us around the factory – what an amazing fountain of knowledge he is about everything Aston Martin and what a lovely guy. Then Jake joined us and showed us the new DBS! Amazing! Then he took us back on the factory floor and helped with the final colour choice. What a day Sam has had, thank you, a hugely memorable birthday!

On Friday May 11th we were extremely short staffed. Tom decided to start work very early so service didn’t disappoint any customers with late deliveries and by 7.30am Tom had already cleaned 3 service customer cars.

Throughout the day he continued to support the team, he also managed to carry out his first Swissvax Top-Up Valet for Mrs J.H., she commented that her car looked lovely and was pleased with the final finish.

At the end of the day, Tom cleaned another car and delivered it to Sutton Coldfield on his way home. His commitment and care was outstanding, the month before he had celebrated his 67th Birthday and later this month he will receive his 20-year service award.

Roy had sold a new Supersports Convertible to Mr H. The customer collected the car just before we closed and hadn’t driven very far when he hit a pheasant at speed causing significant damage to the car.

Along with some of the service team, Roy stayed behind to help the customer and get him mobile in another car. The customer praised the whole team, however, he singled Roy out in particular due to his overall experience.

The service was outstanding because I had to go back just as they were closing as I hit an animal and it damaged the car, the lads at the workshop went back after hours to help me. The service was unbelievable and Roy was outstanding.
– Mr H

Whilst Derek was conducting some service prospect calls he spoke to a customer who informed Derek that her husband had sadly passed away. She went on to say how grateful she was for the way Derek had looked after her husband and their Bentley over the years and jokingly said that he loved his car that much that if it had been an option he would have been buried in it. Derek thought about her comments and decided to send some badges for the coffin so that there was some reference to Bentley to be with him forever.

The customer wrote to say how delighted she was that Derek had been so thoughtful and said how appropriate she thought his response was.

We had a service customer having his cambelts replaced on his Ferrari 360. Unfortunately, additional parts were required and would not be here until the following week. Mr H had his local village charity fete on the Saturday which he was taking his vehicle to so he could display it for the children attending.

Justin spoke to the Sales Manager, not wanting to disappoint Mr H and the excited children, and we lent Mr H one of our 488 demonstrators to take to the fete instead. Mr H was over the moon and could not wait to see the excited children.

Rob has been with us for less than 12 months, but in this time has proved to be a real rock of the department. He tackles head on, anything that is thrown at him and is prepared to go above and beyond in order to get the job done so as not to disappoint his internal customers.

During the month of May, Rob also covered the Assistant Accountant role at Aston Martin Nottingham in addition to his current workload. This has meant early starts and late finishes on almost a daily basis – all without question and without fuss. As a result, a very busy month in the sales departments has passed without incident and all customer handovers took place when they were supposed to!

Rob is a class act and a huge asset to the dealership – thank you for all you do and many
congratulations on this very well deserved nomination!

Paul works within our Classic Parts team and has been nominated for the extra effort he puts in to ensure our customers get great service. He doesn’t deal directly with customers but always makes sure everything happens behind the scenes.

He recently came in early and stayed late when the team were short-staffed so that customer orders could be packed and sent out each day as expected. His knowledge and experience in the department meant that everything worked like clockwork and none of our customers were disappointed by the timescale or standard of their parts deliveries. He is an unsung hero who deserves to be recognised.

Well done Paul!

Fraser took a booking call from a customer who wanted to book his Macan S Diesel in for a showroom standard valet as his daughter was getting married at the weekend and he was using his car as her wedding car. While the car was with us, Fraser ran over to the shopping centre and bought a wedding card for the customer’s daughter as well as a few boxes of confetti and left them in the car.

He was absolutely delighted with Fraser’s kind gesture and emailed him to say thanks.

Well done Fraser!

The service is always great. But you pulled out all the stops with the personal touch last week. The card and confetti were nice touches. The wedding was awesome and the car was sparkling. Although I had to dust it on Saturday morning due to the weather being so hot and dusty. It’s still gleaming.
– John

Earlier this month, Dominic assisted a non-Centre customer who had experienced some brake issues during a European driving tour he was undertaking. Following a track day, his brakes had worn down significantly, meaning that his car was not performing as it should. Given that the gentleman still had some way left to go before he completed his tour, he located our Centre on his route and stopped by to see if we might be able to help.

The gentleman arrived at our showroom on a busy Saturday lunchtime without an appointment and was, in his words, ‘warmly greeted by the reception staff and the service centre rep’. Dominic immediately created a small window of space in his diary to quickly inspect the gentleman’s car. Thanks to Dominic’s technical knowledge and experience, he was able to confidently confirm that the customer’s rear brake pads were quite worn.

Dominic, with the help of two Centre technicians, tried to locate the parts required to fix the car, but unfortunately, they did not have the brake pads in stock, which Dominic apologised to the customer for. He advised the customer that had they had been in stock, he would have been happy to replace them on the spot to help him continue his journey. To help resolve the situation, a further inspection was done and the team were able to assure the gentleman that there was enough pad material to cover the remaining 1000km to get him home (providing he didn’t do any more track days on the way!). The following day, the gentleman emailed us to confirm that he did, in fact, arrive home safely and that the pads had lasted him the whole journey as advised. The gentleman also told that he asked for the bill for the inspection, but was told that there was no charge as it had been done out of goodwill. The customer was very impressed with the service he experienced, particularly as it was all off the cuff.

Well done to Dominic for being extremely helpful to the customer and going out of his way to help make the customer’s Porsche experience a special one.

Absolutely fantastic service, 1st class. Thank you very much to Dom and the team at Porsche Leicester.

David ‘Bumper’ Brown is doing a great job, as well as juggling his Health & Safety role, he is the point of contact for all facilities including looking after the new site. Recently, he took a phone call at 4.30am to sort out the alarm going off.

He does all the H&S paperwork and new starters H&S inductions. David has many strings to his bow and when it comes to going beyond the call of duty, he is always running here, there and everywhere to meet requests for help particularly where it involves customers. He is happy to run a customer home, on occasion dropping everything to do so as well as providing a listening ear.

We recently held a customer drive out day to Woburn Safari Park. Our customers and their children set off from the Centre in convoy in a selection of Macan and Cayenne demonstrators. When at the Park one of the children (JC’s daughter) started to panic when she realised that they were going to be driving through the park with the animals. Kellie managed to calm the child down and they went through the park as planned.

After the event, JC came up to me and said we don’t know what she said but it worked and she had a smile on her face all of the way around the park.

Thanks and well done Kellie!

A long-standing lady customer had arranged to collect her 5th new car from us. Rosy and Maureen wanted to make it a more memorable occasion for her, so they arranged a full afternoon tea complete with a glass of Champagne for her and her husband.

Mrs M thought they would be here at the dealership for half an hour, but no it was 2 hours – she was completely overwhelmed by the experience to the extent she hand-wrote our Head of Business a letter of thanks detailing what a fantastic experience she and her husband had.

Well done ladies, a great idea!

I thought I would be half an hour then off I would go, No! No! That was not to be, I was there from 1.00pm till 3.00pm. They had organized full afternoon tea, I even had a photo shoot. What an afternoon I had!
– Mrs M

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.