A customer came to the dealership for the 60th Anniversary drive out but as his Lamborghini failed was going to attend in his Range Rover so as to not miss the day. Chris offered to go out to the customer on Saturday and attempt to get it started. Chris went out and got the car started. The customer then drove and caught up with the other Lamborghinis resulting in the customer being part of the 382 recorded attendance! The customer came over to me at the event and was buzzing to have made it to the event in the car. The customer has also left a 5-star Google review.

Jake had collected our customer’s vehicle from home on his way to work in the morning. During the conversation, the customer had outlined their plans for the day as it was his wife’s Birthday. They had planned a champagne breakfast at a nice restaurant in Derbyshire. This customer had spent circa £4k with us in the last two years.

Jake called the restaurant and agreed for the account to be settled by our accountant (circa £70.00). When the customer asked for the bill when they had finished, the waitress announced it had already been taken care of by Aston Martin Nottingham. Both the customer and his wife were overwhelmed and called from the car park to say that nothing like this had ever happened to them before! Absolutely delighted.

Overwhelmed, delighted and made a special day even more special.
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One of our very loyal and lovely customers Mike collected his fantastic new vehicle.  Julie discovered it would be his birthday a couple of days later, so she and James, the Sales Executive, wanted to give him something special and personal.

Julie popped out to a local farm shop and handpicked items to produce a lovely bespoke luxury hamper that she knew he would love including champagne, Truffles, Gin etc ….

He was so delighted he invited Julie and James to his birthday celebrations 
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Our customer Mr Phillip French had been looking to change from his Jaguar to a Bentley for a while. He came into the business but the car he initially was looking at had been sold. Arran with much tenacity found a special car for Mr French and he went for it.

During the transaction, they had spoken about Burton On Trent and how Mr French likes the local ales. When the time came to collect the car, Arran chauffer drove him here in our Bentley Flying Spur which blew the chap’s socks off.

To conclude Arran arranged an engraved tankard and some local ales as a handover gift. The client was blown aware and very emotional…
Great job Arran.

What a wonderful experience buying a car from this company. Everyone has been a pleasure to deal with during the whole purchasing process. In particular, my special thanks go to Mr Arran Ashman who has been an absolute delight to deal with and has gone over and above to ensure everything went smoothly. I’ve no hesitation in recommending Arran and the team should you be considering joining the Bentley family. Philip French.  24/09/2022 20:12
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On 2 occasions Jamie has wowed customers who have wanted to see the workshop. Firstly, a McLaren customer came to see his McLaren being worked on by Jamie and brought along his grandson. Jamie not only explained the work carried out to the customer but made a special fuss of the grandson finding out he one day wanted to be a technician. Jamie then presented the grandson with a toy McLaren car which he keeps on his workbench. The grandson sent a lovely thank you card to Jamie.

On the second occasion, Sam Britland-Jones spotted on CCTV a young boy and his mum every night peering through the gates at the cars on site. He investigated and found out it was a local resident who has an autistic son who is fascinated with cars. Sam contacted them and told them to call in during working hours. He gave the mother & son a full tour and again, Jamie spent time with the son explaining how cars work and even letting him sit inside a McLaren Senna. Jamie again presented the son with a model car from his ramp and he was delighted.

Feedback from the customer that Andrew met during a road test and fuelling a Lamborghini. Please see below the email sent to the dealership from the customer.

Hi Dominic

I would like to acknowledge one of your members of staff. The member was called Andy and is one of your mechanics.
My son Josh met Andy when he was filling up a Lamborghini at the petrol station.

Josh is 9 and is a really really big fan of Lamborghini. We were on our way back to Edinburgh sick Children’s hospital where Josh has spent the last 17 weeks after having a bleed on his brain which left him paralysed down his right side. He has managed to regain most of his right movement back but not all. He has been through two brain surgeries and was due to be discharged last Friday after a routine scan. Unfortunately on the scan, it picked up an abnormality and he was told he would have to have yet another brain surgery on Wednesday, hence the reason for our return to the hospital.
At the time Josh was so happy to see the car and asked me if he could have a look, I asked your mechanic and he said Josh could but to be careful. I lifted Josh over to see the car, Andy was so nice to him and chatted to us and asked Josh if he liked the car and Lamborghinis. We were chatting and Josh told Andy a bit of what had happened to him.
Andy was so nice and understanding and took time out of his day to show Josh the car and make a young boy’s day. This may not mean a lot to some but to him it really has. It has made him that little bit happier on what’s not a great day for him.

There is a lot going on but trust me when something deserves recognition I will always do so. What Andy did today has really made Josh’s day and show that from a brand like Lamborghini anything is possible. You should be so proud of him as an employee, he didn’t have to take the time but he did. And also thank you for taking the time to respond. We very much appreciate it.

I would also like to say it’s a real credit to you, your garage and your staff for being so approachable and friendly.
Again could you pass on my appreciation and thanks to Andy the mechanic for his time. Hope this is ok and you can realise just how good this is and for a big brand to do.

Thank you

Ben

Over the past 2 years a customer Lord Royale has become a friend of the dealership regularly visiting Sam for a coffee. A few months ago he purchased a ride on McLaren 720 for his Granddaughter as a present. Before he had the chance to give the gift they suffered a tragic suicide in the family. Lord Royale and his family were devastated. On one of his weekly coffee visit 2 weeks ago Sam reminded Lord Royale of the ride on car for his granddaughter and suggested they make a fuss of his Granddaughter and create a special handover. This quickly escalated into the ride on car being built up and delivered to the McLaren showroom for the Granddaughter’s 3rd birthday. Sam and Julie purchased balloons, a caterpillar cake and banners and even put her own private number plate on the ride on McLaren. This morning the Granddaughter, her parents and Lord Royale were invited to the McLaren showroom where Sam and Julie unveiled the 720 ride on. Hazel, the granddaughter was absolutely delighted and there wasn’t a dry eye in the showroom. What made it even more special for Sam was Lord Royale’s daughter actually pulled Sam to one side and thanked him for looking after her Dad who since the suicide has been extremely lonely and really appreciates the time he gets to spend at the dealership.

We took a call late in the afternoon from a customer who had promised a friend’s son that he would take him to his school prom. He had to leave at 5:30 to make his way to the event and whilst getting the car ready for the trip he found that the battery had gone flat!

He called us and explained that he was part of the RAC but they were unable to help on time. Matt was in the office at the time and heard the phone call. Without hesitation, he offered to go and help get the customer on the way.

When Matt arrived at the customer’s house the car that we had been told was flat was not the car that we went prepared for. Matt had taken tools for a 458 but the customer had purchased a new Portofino and this is the car that had the issue. Using his own initiative Matt left the customer’s house and drove home to collect his own jump pack. Matt returned and got the customer on the way to the prom just in time.

On top of this, Matt offered to drive back with the relevant tools over the weekend in his own time to fit the battery in the customer’s garage.

The customer is over the moon with the level of service that Matt provided.

Kate had a customer in for servicing and some repairs and she had been trying to get hold of him for a couple of days without success.

When she finally made contact with him he was in hospital having suffered a minor stroke!
Obviously, he couldn’t take delivery of his car that day but was hoping to be back at home on Friday.

Once Kate confirmed that to be the case and what time he’d be home, she arranged for the drivers to drop his car on his drive prior to him returning home. Kate bought a get well soon card for him and organised a little hamper of Bentley goodies and chocolates that were left on his doorstep ready for his arrival home.

If nothing else it’s a nice surprise for him that will hopefully raise a smile when he gets home.

Toni was greeting our customer, Mr W whose Porsche Macan was booked into the workshop. On his arrival at the Centre, Toni noticed Mr W glancing at a Panamera 4S E-hybrid, which he mentioned was his dream car and he hopes to purchase in the future.

During their conversation, Toni noticed Mr W seemed to be feeling down, which she responded to with a smile and a friendly, “How are you Mr W?” He mentioned it was lovely for her to ask this, however, Toni sadly learned that the customer’s wife had sadly passed away and he was finding things difficult. Thinking of what we could do to make him feel special at our Centre Toni explained she was going to collect the courtesy car keys (which she already had collected), and in fact, she was going to switch the courtesy car from a Cayman to the Panamera 4S E-hybrid for Mr W to enjoy his dream car whilst his car was getting fixed.

When Toni handed over the keys for the Panamera 4S E-hybrid, Mr W was delighted with this gesture and couldn’t believe he would be driving his dream car.

Mrs N collected her new Macan from ourselves at Solihull. Whilst collecting her part exchange from her home a few weeks prior to delivery, Chris noticed that her taste in décor and collectables was very Art deco and that she was a lover of Champagne.

Chris thought that the perfect handover gift would be a pair of gold, vintage Champagne flutes. These were presented at handover, filled with (non-alcoholic) Champagne.

Mrs N was brought to tears and said it was far more than she expected and thought the Champagne flutes were better than the car. Well done, Chris, for making the handover very personal and unique.

Tristan was making his follow up calls and whilst speaking to his customer, the customer revealed embarrassingly that he had just run out of fuel in his car. Tristan straight away told his customer he would come straight to him with some fuel. The customer told Tristan not to worry as it was his fault he would wait for the recovery company to attend, but Tristan persisted and went and assisted the customer who was absolutely delighted with Tristan’s level of customer service. Well done Tristan.

Mr W came to Porsche Centre Glasgow to buy his first Porsche from Martin. He brought his two-year-old grandson Max to the dealership with him and expressed how Max is absolutely car crazy already. He had so much fun exploring the showroom and seeing all the cars.

Mr W was taking delivery of his 718 Boxster on Friday 31st May and decided he was going to bring Max back with him for the collection. After they left, Martin decided he would present Max with one of the 918 Spyder electric cars and stayed late the evening before the handover to build the car for Max.

On the morning Mr W and Max were due in, Martin put a car cover over both cars in the handover bay and unveiled them both at the same time. Max was absolutely thrilled with his new car (as was Mr W) and drove around the dealership, happy as Larry. Both the customer and Max’s mum messaged us on social media and said thank you for making the experience so special for Max.

Well done Martin!

Max loved his visit to the showroom and is so happy with his new car! Thanks to Martin and all his colleagues who made his visit a special occasion!
– Mr W

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!

Harry’s customers, Mr & Mrs G, were purchasing a brand new Maserati which they were very excited about.

Sadly, during the sale process their son sadly passed away in an accident, they said they were close to cancelling the sale, but the service they received made it worth going through with. The email is from Mr G after they took delivery of their car.

Yesterday was very difficult for us both due to our loss of our beautiful son that we had been blessed with for 33 years. Only a parent knows how hard it is to lose a loved one, we were so near to cancelling the car when it happened. You and Maserati really touched our hearts with the lovely gifts and words of sympathy, you actually were able to put a little smile on my wife's face that I haven't seen for weeks. Yesterday was a day that you made special, today is back to reality. It happens to be, or would have been, our sons birthday, not sure how it's going to be. We both love the car and are sure it's going to help us on our way to recovery and trying to rebuild our lives. Once again thanks for everything, you were lovely to deal with from the start, we now know we have made the correct choice and look forward to many more years of motoring with our stunning new car, love it.
– Mr & Mrs G

After many years of owning their first Porsche, a customer of ours purchased a new Cayman, but this was a bittersweet transaction as their old car had a lot of nostalgic significance to them. The car was part exchanged as part of the deal and scheduled to be brought into stock the day before the handover. Taking this all into consideration, Alex arranged to collect the part exchange rather than letting them drive it in, with a view to surprise them with a small but meaningful gift.

Once at the Centre, Alex had both of the cars valeted early, waited until sunset after the Centre had closed and parked the cars side by side on a scenic part of the pitch. He then took a series of photos of the two cars from a range of angles and had them professionally printed for the couple. Displayed in a lovely presentation box, Alex presented the thoughtful gift on handover as a way to celebrate their Porsche purchase. The couple were bowled over by Alex’s consideration and excellent customer service and were absolutely delighted with their whole Porsche experience.

Well done to Alex for ‘Making it Special’ for this couple.

Mr S had always wanted a Maserati and seemed very excited. James had regularly kept in touch with the family and in doing so had discovered from Mrs S that her husband was apprehensive about the car as he’d had a bad experience with another dealer previously.

The car was due to arrive in 2-3 weeks’ time, but James noticed on Mr S’s driving licence that his birthday was in 6 days. James used his weekend off to ring around all the delivery/collection companies he knew to get the car delivered early, and fast-tracked it through the workshop and prep in order to surprise Mr S with his new pride and joy on his birthday. He then arranged for a cake with candles to be delivered during the handover, as another surprise, and the team to sing ‘Happy Birthday’.

It’s safe to say Mr S was blown away by James’ attention to detail, and the personal touch to the great service provided. A job well done, and a long-term customer gained!

This month’s ‘Making it Special’ nominee is our Parts Apprentice, Kieran Bedi-Archer. Kieran has been dealing with a customer for several months, as he is in the process of restoring a classic Porsche he purchased. The 1988 911 requires a lot TLC and therefore requires someone to offer thorough advice on which parts to source and from where. The retired customer visits the Centre 2-3 times each week and enjoys restoring the car little by little. Each time, Kieran spends between 30-45 minutes with the gentleman, taking a keen interest in his project, offering genuine advice and guidance, while sharing in the customer’s excitement. Last month, in particular, Kieran sourced a number of suggestions in anticipation of his arrival, which really delighted the customer as he was touched at Kieran’s proactive and personal approach. Upon completion, the customer presented Kieran and the Parts Department with a framed photo of the finished article and commended Kieran for his consistent consideration, time and involvement in the project. Well done to Kieran for ‘Making it Special’ for this lovely Porsche enthusiast in his personalised way.

During one of the visits during the sale of Mr & Mrs Curtis’s Aston Martin Rapide it came up that Mr Curtis did favour a certain bottle of wine. Teddy and Rebecca made a mental note and ensured that when the car was delivered it came with the aforementioned special bottle as part of the handover process.

Mr & Mrs Curtis were extremely happy and particularly commented on the attention to detail shown in making their experience memorable.

Just a quick word to thank you and your team for the manner in which you handed over the Aston Rapide to us and for the thought that went into making our younger generations feel part of it. Can you give a special word of thanks to Teddy and Rebecca for the present selection....I really appreciate them noting one of my favourite wines from our general conversations and selecting that for me.
– Mr Curtis

A customer called late on a Friday afternoon stating he had broken down in Leamington Spa, as his suspension had collapsed, so we arranged for the car to be recovered. The first recovery truck could not load the car on, so a second truck was sent, this was now 8pm on Friday night.

Dean had arranged to meet the recovery truck here so we could secure the car in our compound, as Dean lives locally. It was nearly 11pm when the truck arrived together with the customer who was now tired and hungry and needed to get home to Nuneaton, 25 miles away. Dean offered to take the customer home for which he was extremely grateful for, resulting in Dean finally getting back to his own home at 1am. This is a great example of working as One Team and going the ‘Extra Mile’.