John’s customer had his factory visit cancelled 3 times due to COVID-19. He desperately wanted to see his Bentley in build.

To make this happen, John spoke to Bentley Motors and after a lot of time spent planning and organising, he managed to get a member of the team at the factory to take photographs of the Bentley at each stage of its craftsmanship. The said person at the factory taking the photographs had to carry out a COVID test each time they entered the premises.

John was then able to create a journey for the customer using the photographs provided, which made this a very memorable and unique experience.

Excellent service throughout the buying process from the whole team. A big thank you to John Machin for all his assistance and great personal touches such as arranging photographs of the car being built.

Mr P, who had owned his new Bentley GTC for 4 weeks contacted us to say a rattle had become apparent in his driver’s side door. We arranged for Martin to attend his address to see if we could rectify the fault rather than bring the vehicle in from the Lake District.

The day after the visit was arranged Mr P rang to say a motorcyclist had knocked off his indicator lens on his driver-side wing mirror. Martin organised the replacement part to come into stock and advised he would fit it at the same time. When Martin attended Mr P’s house, he rectified the rattle and replaced the indicator lens. Martin then noticed marks on the mirror housing caused by the motorcyclist so proceeded to get some t-cut and polish from his car and clean the mirror housing.

Mr P was delighted as it looked like new again.

Sam was looking after Mrs P’s McLaren 570 whih was in for a lengthy corrosion repair.

Sam was in contact with Mrs P every Monday to keep her updated and during these calls, as he got to know her more, Sam discovered Mrs P liked nothing more than spending a Saturday night during lockdown drinking Champagne and eating doughnuts!

When Mrs P’s 570 was ready to be returned. Sam organised for handmade doughnuts and a bottle of Champagne to be put into the vehicle as a surprise.

Mrs P was delighted.

Stephan put a lot of effort into a special handover gift for a customer who has recently lost his wife.

His customer had a Greyhound puppy (Buster) who had helped him through the ordeal and so Stephan bought the dog a personalised rug with his name on for the back seat and also a portrait picture welcoming him and Buster to the Bentley brand.

The customer was completely blown away and delighted with the thought that Stephan had put into his handover and thank you gift.
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I work closely with David and I’m always touched by the effort he goes to make the customers’ visits here at Graypaul that little bit more special.

We recently had a customer in, Mr D, who informed us his son suffered from severe autism and was fascinated with his dad’s car, so whilst it was in with us we took the time to have a professional photo of his vehicle taken we framed it and alongside other gifts presented them to him.

These things go a long way and Dave always does go the Extra Mile and I want him to be recognised for that.

Allan took a phone call from Mrs C who had noticed her tyre pressure was lowering whilst driving. With a very important day ahead Mrs C politely urged for the issue to be fixed as soon as possible. Despite our workshop and service department being fully booked, Allan organised for one of our technicians to help resolve the problem. Knowing the stressful start to the day the customer had had, Allan welcomed her into the Centre with refreshments and reassured her we would do our best to get her car back on the road.

The problem was a nail in the tyre and within twenty minutes a new tyre was fitted to the vehicle allowing Mrs C to get on with her day. This great customer service from Allan didn’t go unnoticed as Mrs C kindly took the time to leave a five star Google Review with an additional comment to thank the Centre and Allan for an excellent service and attentiveness.

I phoned the centre today about losing pressure in one of my tyres. Allan said to bring my car in and he’d check the pressures and top them up so we could monitor the tyre. Arrived and tyres were checked. There was a nail in the tyre. Luckily they had one in stock and offered to fit it there and then even although I could see they were pretty busy. Allan brought me a coffee and a biscuit while I was waiting and 20 minutes later the car was good to go. It’s excellent service and attentiveness like that which makes all the difference.

The customer was booked in for work on his Macan. Marketing Executive Katy Lewis noted the customer was an online Car blogger and informed Peter to use it as an opportunity to supply a loan car which he could review on his YouTube Channel.

The customer came onsite and was hugely impressed with the Facility, the loan car and Peter’s interaction.

The video has had over 50k views on youtube and has increased our followers on Instagram

The video can be seen here:

The customer was booked in for work to his Macan. Marketing Exec Katy Lewis noted the customer was an online Car blogger and informed Peter to use as an opportunity to supply a loan car which he could review on his YouTube Channel.

The customer came onsite and was hugely impressed with the Facility the loan car gave us some really positive feedback.

The video has had over 50k views on youtube and has increased our followers on Instagram.

All of this was made possible because of Katy’s recognition of the situation and the centre has had some really positive feedback.

Anna received an email from a customer who had sent some photos of his Porsche key which has been eaten by his 2 dogs. In the email, he had used puns related to his dog and photos asking if we sold any tastier keys.

Anna replied to the customer using a dog pun heavy email which the customer really enjoyed. We ordered the customer a new replacement key and booked the customer in.

When the customer had come into the business and the key was coded Anna had gone out of her way to not only buy but create a Doggy Hamper – with different dog treats and a little note to the dogs. The customer was delighted and found it extremely amusing.

The customer scored us a 10/10 in Porsche passion and Anna still receives regular doggy updates from the customer via email.

It’s fair to say the customer “lapped” it up and Anna was Golden (retriever) in this situation.

Absolutely fantastic effort from the team at Silverstone, especially Anna Brown! Last Friday I contacted Anna to ask a question regarding Porsche keys, did they come in different flavours as my dogs found the standard key quite boring. This morning I was contacted to say my new key had arrived and when could I bring the car over to get the key coded. 5 working days in the current climate? Amazing! This isn’t the 1st time for this 1st class service from the team there, it’s not the 1st issue I’ve caused with the car. And if Gus chews another key, Rob can have him.