It’s a precession of positive outcomes from multiple customers.
Holly and Stacey go out of their way to delight customers and get real pleasure from it.
Individual and very personalised handover gifts through to listening to clients and then sending things on post-visit.

They are both a real credit to our business and help make the clients and team engage in a more cohesive way, thank you, ladies.

You make it special.

Nick Hattersley
Head of Business
Bentley and Lamborghini Birmingham

We had a call from Mr Pope to say they had left their home in the Isle Of Man and were on route to a holiday in France. Unfortunately, their Bentley developed a stability drive fault resulting in a harsh ride and several warning messages on the driver’s instrument display. The following morning they had a pre-arranged visit to a vineyard for champagne testing as the first stop of their tour Mr and Mrs Pope were both looking forward to this.

The vehicle arrived at our dealership and Gary quickly got to work investigating what was at fault. After spending a couple of hours testing and going back to the technical team at the factory this then got escalated within the factory to second level engineering. Gary called and spoke with the Bentley’s technical team, past his finish time to try and resolve this.
It seemed to not be a quick turnaround and during this time Mr and Mrs Pope were in our showroom hopeful to be away promptly.

I called Bentley Motors and spoke with our area Aftersales Manager and explained the situation after several phone calls we came to the conclusion that new parts were needed. As the time had now passed 5:30 pm we needed to think about what Mr and Mrs Pope could do for accommodation for the evening.
We booked and paid for a hotel for Mr and Mrs Pope explained where it was and offered to chauffeur them there or for them to go away in a demonstrator, whilst we ordered/ replaced the parts required.

A little distressed and conscious of their commitments for the days ahead, they had no alternative so they gratefully went to the hotel in our demonstrator.
We wanted to get Mr and Mrs Pope away as quickly as possible the following day so we arranged for a new comparable stock car to be in the workshop so we could use the parts off this car for their car. Gary suggested coming in several hours early so he could get underway with the parts swap over. Gary managed to get the car repaired and back on the road for before 10:30 am the following morning. (our parts delivery with the parts we ordered arrives circa 10:30 am)

This took a bit of work behind the scenes to arrange and Gary truly went above and beyond to help make this happen and had the customer’s best interests in mind. We got a nice bottle of champagne ready in the car as a surprise for them to enjoy.

Alex recently sold a pre owned Lamborghini Urus to a local lady .

From the get go she was amazed by how attentive Alex was and just how special he made her feel which prompted her to send  the below note:-

I wanted to pop you a quick email in regards to our experience with Alex Warren. Myself and my partner have just collected our Lamborghini Urus and I cannot express enough how incredible Alex has been. From the initial conversation, through to collection he has been a true credit to your dealership and I can assure you, you have our business for life now, with both Lamborghini and Bentley, purely because of our experience with Alex. Nothing was too much trouble and to find the car sitting in pride of place in the showroom only for him to press the button for the silk cover to be removed and the car be there was so exciting. Thank you, Alex, it’s amazing. We look forward to seeing you again very soon!

I wanted to pop you a quick email in regards to our experience with Alex Warren. Myself and my partner have just collected our Lamborghini Urus and I cannot express enough how incredible Alex has been. From the initial conversation, through to collection he has been a true credit to your dealership and I can assure you, you have our business for life now, with both Lamborghini and Bentley, purely because of our experience with Alex. Nothing was too much trouble and to find the car sitting in pride of place in the showroom only for him to press the button for the silk cover to be removed and the car be there was so exciting. Thank you, Alex, it's amazing. We look forward to seeing you again very soon!
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Ben sold a professional footballer a car and knew he spoke very little English and that his native language was Portuguese. On the day of delivery, Ben decided to convert all of the welcome signs to Portuguese to make him feel welcome and special.
He also bought him a Birthday cake as the car was a gift to himself.

The customer was so delighted and was visibly very touched by this and he proceeded to take photographs of the signs and sent it to all of his relatives in the UK and Brazil
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A good customer of ours came in and dropped his car off for service and stopped for a quick chat and a coffee. During the conversation it was mentioned it was his 14th wedding anniversary that day. It was very much a passing comment but one that Michelle mentally noted.
Once the customer had left Michelle arranged for a bouquet of flowers to be delivered that day to the client with a card from the team congratulating them on their anniversary.
I think the customers comments say it all.

Hello team,We are not sure who to thank, but THANK YOU for the stunning flowers delivered today for our 14th wedding anniversary, we are both a little taken aback , again, thank you!
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James going all out for the customer and agreeing to be the driver for the day for the customer’s daughter’s wedding in his own time. James went to the customer’s house very early that morning and stopped all day making sure the customer’s daughter was where she needed to be when she was supposed to be there, This was also a surprise for her and this was a massive factor in making the day so special as she also knew how big a deal this car was and getting her big day right and making it so special too for her dad.

The customer was over the moon and thrilled James did this for him and also he was able to relax enjoy the day and show his Daughter and his New MC20 off
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Colin is new to the business, joining us in May this year he has taken to MIS very quickly and is going above and beyond to get to know our clients very well.

This particular Client, Ralston Forsman-White has bought 3 Levante’s from us in the last 16 months and is a great client of the dealership, When Colin started he was introduced to Ralston and they hit it off immediately building a very strong relationship, this led to the purchase of Levante number 3.

Whilst getting to know Ralston, Colin established that he was going to drive the Levante Abroad to Florentina.

With this information Colin then had a side shot of the Ralston’s new Levante sent over to someone who can print & frame them.

We had “Florentina” sign written underneath it and it truly looks the part and is the essence of Making It Special, this was very bespoke and unique.

Ralston is over the moon and is delighted with this, He has mentioned he cannot wait to move on up to a Grecale Trofeo.

Ralston left a 5/5 New Car CSI and is in love with his New Levante and has thanked us time and time again for the time & effort, He even went out of his way to bring his daughters in to visit our dealership. They live over in the Netherlands and Ralston get's very limited time with them, for him to take some time out of his day with them meant a lot to us.
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