Excellent service from Sajid Mian. Nothing too much trouble for him. Not a hard sell either but he made the process very straightforward. Not unreasonable to expect great service when buying expensive cars but that doesn’t mean it always happens! Reception at AM Nottingham excellent as well.
– Mr J

I just wanted to drop you a note to say how impressed I was when buying a new Bentley recently from Dean MacDonald at Birmingham. I have bought a Lamborghini from Chris prior to this and he was also great but, Dean really did go above and beyond. He was communicative, polite, knowledgeable and above all, I never felt sold to.

I just think in this country we should say thank you a bit more and he deserves a thank you. He is a real asset to your team. Please feel free to call/email if you need any more detail. Have a great evening.

– J

Vinesh recently arranged a factory tour for a customer. Little did the customer know, Vinesh had planned a surprise…

Many thanks for the tour yesterday. It was brilliant, a great experience.

It was a fantastic surprise to see my car. It had been such a rush to get there yesterday, (I arrived there at precisely 1330 owing to a series of delays) I’d completely forgotten that there might be a chance of seeing my car.

I had the full unveiling and was shown around by 2 lads that worked on it.

It was all very impressive.

After a terrible mix-up and failure by the AA to recover a customer’s car Gemma took the matter into her own hands.

She arranged for one of the techs to go with our own transporter to recover the car back to the dealership where the repair was carried out within 6 hours and then returned completed to the customer.

The customer wrote in to thank Gemma and said how professional Alan and Jack had also been and that we could teach the AA how to give great customer service.

Our accounts assistant, Pat helped a customer avoid travelling 140 miles to give bank details, as she was unhappy to provide these via email which is what we request to enable payment to go through and confirm via telephone too.

Even with Pat explaining that we could only pay into the bank account with those details, the customer did not feel confident in providing these via email.

Pat rallied around to try her best to enable us to be able to pay via telephone voice recording with her bank details, finally getting this authorised by the Head of Business and Divisional Finance Controller as the Accountant was on annual leave.

The customer, to say the least, was extremely happy not having to travel that far to just provide these details.

Our Head of Business received a phone call from Mrs M thanking Pat for her assistance.

I would like to nominate David for ‘Making it Special’ for Mr & Mrs K, and especially their son.

They came with no real intention to buy a Maserati, their car enthusiast son just wanted to look at the Ferraris, but David was extremely welcoming and gave him the tour of the whole dealership, which resulted in talks with Mr K about changing his current car to a Levante.

David took Mr K through the process over the next 2 visits to the showroom and, eventually, the deal was done and the handover arranged for later that month. In preparing Mr K’s car, he remembered that young Master K had been asking if there were any toy Ferraris for sale on the very first visit, so he decided to get him one as part of the handover.

Excellent service from start to finish, initially I hadn’t intended on my new car being a Maserati but I am very glad I made the decision to switch!

A customer from St. Andrews had their Porsche in for a service one Friday in March. The next day the customer called the centre to say that the end of their wiper blade had snapped off and they needed replacing but they felt it was too far to travel back down especially with the Service Department only being open until 12:30pm on a Saturday.

Our service driver, Alistair, was working on Saturday but was going to a family party on Saturday night in Inverness. When he heard about the customer’s predicament, he offered to make a 70-mile detour to the customer’s house before going to his family party so that he could fit the wiper blades for the customer and ensure they weren’t put under any stress. The customer was absolutely delighted with the outstanding service Alistair provided.

Well done Alistair!

We received the below email from a very happy customer thanking David for all of the effort he put in during the sales process.

I am sure that you get a fair share of emails when people are not completely satisfied, but I just wanted to take the time to drop you both a short email to say how fantastic my sales experience was last week, with David Flannagan.

I have to say I was really impressed with David’s knowledge and I found his input really (and genuinely) useful during the buying experience. His enthusiasm and passion also came through strongly and I really enjoyed the conversations. I also found David to be super attentive and incredibly responsive to my calls and questions.

As I say, I am sure people feel more motivated to write to you when they have had a problem rather than when things go well, but I wanted to say what a great experience I had with David. I would be grateful if you could pass on my thanks to David in due course.

Matt, Thank you also for coming over to say to introduce yourself and hello on Thursday when I was collecting the new car.

I have to say that I absolutely love the new car and it puts a smile on my face when I find any excuse to go out in it. Thank you.

Stephen is a very valued member of the team, nothing is too much trouble and he always finds the time to help and support others.

Due to a delay of cars arriving from Porsche, time constraints were very tight as we approached the end of March and Quarter 1. Stephen worked with his team of technicians to ensure that the new cars were worked on and ready for the customers, whilst always providing excellent customer service.

During the busy month of March, Tracey and Jo took the time to arrange special welcomes for all of our customers who were collecting their cars.

They made sure that a table of refreshments and goodies was laid out in the showroom and ensured that it was kept refreshed at all times.

All of the cars were individually decorated which was greatly appreciated by all the customers.

One particular customer, who was collecting his new Boxster with his partner, was celebrating his birthday and was presented with a birthday cake and card, much to his surprise. Another customer mentioned that they wanted to go for an afternoon tea somewhere locally, so the girls arranged for them to have afternoon tea in the Centre.

Two hours after James had finished work for the day, one of the sales executives received a call from a customer who owns a Panamera (that he bought from Silverstone) who was travelling over to have a look at one of our 911’s. Whilst on the way here, his tailgate would not shut and he was heading to see family in Nottingham overnight so he wouldn’t have been able to lock the car and it was due to be parked on the street.

He rang us, due to him being incredibly concerned and asked if there was anything we could do. When he arrived, the sales executive had a quick look and realised it was way beyond his technical means (which pretty much stops at filling a car with fuel), so he rang James saying how desperate the customer was. James drove straight back to work and fixed the car for free which took over an hour. The customer was absolutely delighted.

I would like to congratulate Harry Wallace for receiving the following email from his customer. During the sales process, Harry found out that Mr B was in Edinburgh for the weekend to watch the Scotland match. The customer then expressed his love for Scottish Rugby was second to none so Harry sourced a signed Rugby shirt from the Scotland team as well as organising a fantastic dinner.

Dear Stuart, I just wanted to email you to thank yourself and especially Harry for all your efforts over the last few days which have been truly memorable. Not only have I now 'got my hands on' my new car, but it has also arrived in time for my birthday today. On top of that, our 'Collezione' night in Edinburgh was fantastic. The choice of hotel and restaurant were terrific and the cocktail experience was really novel and great fun. Then, to cap it all, when arriving at the dealership, Harry had gone over and above any expectation by producing a framed, signed Scotland rugby shirt simply as it was my birthday. Truly magnificent, Harry deserves all credit for a great job. With sincere thanks,
– Mr. B