Our nomination this month is a regular ‘Making it Special’ Star. Saj from our Sales Team continuously goes out of his way to ensure his customers receive the best level of service.

Recently, he had a customer in who also decided to bring his beloved pet Cockapoo in. When the customer came to collect his car, upon handover Saj presented him with a bespoke Aston Martin dog collar and bowl for his dog! The customer was just thrilled and couldn’t believe the attention to detail that had gone into his whole buying experience. He was so happy he asked to speak to the Head of Business on the day and explained he had purchased many high-value cars in his time, but never have he received the level of service that Saj has provided. He then continued that Saj was always available to answer any questions he had (even after office hours), he was thorough and kept him posted at each stage. He’s an asset to the business! Alfie (his Cockapoo) is also thrilled and is very stylishly showing off his new collar on his walks.

Well done again Saj!

We received this feedback from a customer who has been dealing with James. Well done!

The personal service and attention to detail in all aspects of my dealings with Mr James Waterman were exceptional throughout. I cannot fault his ability to provide constant communication, even whilst he was on a short vacation. I was being offered similar deals by other suppliers but decided I did not want to deal with anyone else either now or in the future.
– Mr S

Our nominations this month are Rob Watson and Vinesh Mistry for the outstanding service they provided Mr H during the purchase of his Lamborghini Huracan.

This was the customer’s first experience with Lamborghini Leicester and the team ensured that every element was perfect. The customer commented on how the team were always available to answer any questions or queries he had, even when he’d email out of office hours! The customer highlighted that every element was perfect, from helping him find his perfect car, Rob discussing the finance element and on the day of handover, Vinesh ensured every element of the car was explained thoroughly.

Mr H loves his car and has commented to the Head of Business that he will not only recommend the dealership to all his friends, but he intends on buying his next Lamborghini from us too! As the customer said himself, he’s part of the Lambo family now!

Fantastic from start to finish. Rob and Vinesh were always at hand throughout the process and made it seamless, nothing was too much. Thanks guys.

Our Driver Roy is an ex-employee of Manchester City Football Club and whilst delivering a customer’s car, he established he was a huge fan of the club. Without telling the customer, Roy arranged for a signed Cup Final picture to be sent to the customer for his own use or for him to auction at his charity event he had organised.

The customer was delighted and honoured to have even met Roy, never mind receive a personal gift.

Both Satpal and Liam are in the business from 7.30am every morning.

It’s been noted by all the team the way they ensure the loan cars are ready and the car park is clear and ready for our clients. They both have only been in the business for a few months. They both demonstrate a real commitment to ensuring our clients receive a great first impression and a first-class service.

They are also regularly mentioned in emails by customers for their positive and can-do attitude.

We had a discussion with Sue, a teacher, regarding a pupil of hers who she was extremely concerned about as he was academically amazing but lacked in self-belief and confidence. He was very passionate about our industry but she found it so upsetting that he said nobody would ever employ or believe in him.

We invited the student, as well as Sue, into the dealership and gave him a tour and plenty of advice regarding his future. Sue believes that the advice we gave to the student has really changed his outlook moving forward.

Michelle… it was wonderfully amazing and lovely to see a young man starting to believe in his future. I can’t thank you enough for allowing us the experience. Richard was also truly amazing.

Saad from our Classic Parts department was asked by one of our sales team for information on some Ferrari merchandise for a new sales customer. He provided this and soon after had the customer contact him directly to discuss the items further. During the call the customer vented his frustration about the delay in the arrival of his new car.

It was arranged that the items he wanted would be put in the new car so he could have them when it was delivered. Saad started to process the order and rang to advise the salesperson of the arrangement, only to be told the car was already on its way to the customer!

Saad explained about the customer’s frustrations and suggested the items he wanted could be a handover gift and he would deliver them personally if it was agreeable. This was authorised and Saad duly made the delivery during that evening, much to the customer’s surprise, who expressed how grateful he was and how Saad had improved his experience by ‘Making it Special’ with this thoughtfulness.

Mr H was picking up his brand new Macan GTS but before his handover, he had mentioned that he was going to be bringing his grandson in with him as he is car mad. Sean decided to gift Mr H’s grandson an electric 918 Spyder toy car and on the morning of the handover, he put both of the cars under a cover. When Sean unveiled both cars, Mr H and his grandson were absolutely delighted.

We had one happy customer and I think we’ve secured a future customer! Well done Sean.

Our nominee this month is Claire, she recently helped us to deliver Prof P’s car back to him.

His car had been in for investigation and he was a little unhappy that we could not find a fault despite numerous diagnostic tests. We offered to deliver his car back to minimise any further inconvenience but the drivers were fully booked for the day and he needed his car back. Claire stepped in and went with Anil to help and got the car back to the customer on time.

Well done Claire for always doing a fantastic job!

We received the below email from a very happy customer who travelled from Cornwall to collect their 718.

I wanted to thank you so very much for you all your help with our recent purchase of the 718. I can’t tell you how much I enjoyed your fabulous handover experience, not something I have experienced before, even with 30 years connected with the car trade! I am aware it’s not always easy dealing with 'ex Porsche' people, but you were professional, engaging and know your stuff!
– Mrs G

Over the course of 4 weeks in November, Darren spent time assisting a customer who was new to the brand. Mr L was about to purchase his first Porsche and needed help with checking the service history and specifications on various different Porsche.

Eventually, Mr L purchased a Porsche (not from Silverstone) and as he was driving home with his new vehicle, an array of warning lights displayed on the dashboard. Rather than contacting the centre where he purchased the car from, Mr L immediately called Darren.

Darren, desperate to make sure Mr L’s first experience with Porsche was a great one, immediately arranged for Mr L’s Porsche to be brought into the centre. As well as this being Mr L’s only family car, he is also only able to drive automatics due to a disability. Despite it being short notice, Darren made sure that Mr L was given an automatic four-seater so he was able to carry on as normal whilst his new Porsche was being repaired.

After two days, Mr L’s Porsche was returned to him, however shortly after it was dropped off, warning lights appeared again. Adamant on making sure Mr L’s experience with Porsche remained positive, Darren collected Mr L’s Porsche again on a Saturday morning on his day off to get it repaired.

By the following Tuesday, Mr L’s Porsche was fixed and ready to go and he was incredibly pleased with the service.

Darren has been absolutely outstanding. I have never experienced customer service quite like this – he met every single issue head-on, was empathetic and unbelievably helpful.
– Mr L

Mr P collected his Boxster S last week and, during his purchase, he mentioned his hobby of ‘Hill Climbing’ with his 3 historic MG cars. Christie decided to arrange tickets for the opening day of the 2020 Goodwood Festival of Speed event. On handover, he was so overwhelmed and speechless.

His friends who accompanied him for the handover were so impressed they sent a separate email to Christie saying:

Lovely to meet you, we had a great day watching Terry pick that stunning car up and going the Extra Mile with his gift. The gift was a very touching detail that is now a memory for him and for us to be a part of – thank you for inviting us.

Well Done Christie personalising the handover and creating a special memory.

A new client to Bentley Edinburgh, Dr M came into the dealership and spoke to Peter Smith. He was so delighted with the service that he received from Peter and the fact that Kate, our Showroom Host, looked after him and his wife so well, he decided to buy a Bentley from us.

He was also delighted that during his conversation with Kate, she picked up that his granddaughter’s 6th Birthday was coming up and that she had organised a Bentley Bear as a present for her.

Thank you to you and your staff for such a fantastic service, from when we first spoke on the phone, to the demonstrator. Sally loved the car and was keen for us to get one. We have more than 12 patients with new Bentleys. Whilst I am sure that they have relationships, I will tell them about the superb service we have received from Bentley Edinburgh. The bottom line, with all of them, is that they want superb service, which is what we have had from you. Sally and I have really enjoyed the experience, thank you. My Granddaughter, who has just turned six, will be delighted with the Bentley Bear that your Showroom Host - Kate organised for her Birthday. A very fitting gift, and just added to our experience.
– Dr M