Miss H’s new Bentayga broke down 24 hours after taking delivery. Adam, our Aftersales Manager, rang Tim on a Saturday and asked if he could take the car to Kent – a 3-hour drive from our dealership! With no hesitation, and within ½ hour, Tim was in the car on the way to the customer and dropped our demo off to her to ensure she kept mobile while her vehicle was with us being repaired.

Tim changed his plans for the day to ensure the customer was happy and went out of his way, despite the fact it was his day off.

Mr Y recently took the time to send us some fantastic feedback about Paul and Tim. Both Paul and Tim went out of their way to make Mr Y’s experience unique, and it didn’t go unnoticed! They arranged for some special gifts to be presented to the customer during handover and Tim also took the time to give the customer and his friends a ‘technical’ overview of the car.

Paul, Thank you for the Lamborghini cups and Avio Car - Awesome! The hospitality from all was amazing! Overall, the people make the dealership - What a Team! Tim was good - he really knows his stuff!
– Mr Y

We recently had a new Continental GT in our workshop for a PDI, when Paul spotted a fault and the customer was due to collect the car the very next day! At that exact moment, Paul was also informed that a customer down in London had discovered an issue with his car, so whilst ensuring the customer’s New GT was ready for delivery, Paul also managed to make his way down to London and rectify the other problem. Most of this was done on his own time, both by working late and arriving early to ensure both jobs were complete and both customers happy.

The customer was able to take delivery of his new GT as planned and was absolutely thrilled with the experience!

This isn’t the first time Paul has ‘Made it Special’. Paul regularly works late and arrives early, as well as visiting customers far and wide to rectify any issues they may have reported with their Bentley.

As a long-standing Bentley customer, Mr CCC recently took delivery of a Bentley GTC Speed to go alongside his Mulsanne.

The customer has always been incredibly complimentary of both James Horn (Service Advisor), and Daryl Hastings (New Car Sales Manager), and upon taking delivery of his latest Bentley he was over the moon with his new car and the experience provided by both James and Daryl. The customer was so happy, he came in the next day with a mountain of chocolates, biscuits and beer!

This was a fantastic example of how our service and sales departments have worked closely as a team to provide an amazing experience throughout the customer journey.

Fantastic service at Bentley Leicester from sales and service department... that's why I'm on my fourth GT from them. Once again thank you for bringing something new and fresh to the car dealership industry. Deffo not a ordinary Bentley dealer!
– Mr CCC

Roy had sold a new Supersports Convertible to Mr H. The customer collected the car just before we closed and hadn’t driven very far when he hit a pheasant at speed causing significant damage to the car.

Along with some of the service team, Roy stayed behind to help the customer and get him mobile in another car. The customer praised the whole team, however, he singled Roy out in particular due to his overall experience.

The service was outstanding because I had to go back just as they were closing as I hit an animal and it damaged the car, the lads at the workshop went back after hours to help me. The service was unbelievable and Roy was outstanding.
– Mr H

Following several issues with Mr M’s Bentayga, we found the fault and returned the car. Unfortunately, when Bentley Assistance delivered the vehicle back to the customer, the suspension failed and the front of the car dropped. Paul and Adam went out to the customer to find that the Assistance driver had strapped the car incorrectly and damaged 2 sensors. Paul found the fault, ordered 2 new sensors and went out the following day to replace them.

Following several issues, Mr M was really disappointed however Paul’s prompt actions diffused the situation and turned the situation around.

We recently received some fantastic feedback about Vinesh from a very happy customer.

The reason for me writing to you is that I wanted to express my admiration for your team member Vinny and the way he has dealt with me during the order and delivery phase of my recent purchase of an Aventador S from your Leicester dealership. Over the years I have dealt with many different brands from a plethora of dealerships and franchises, and I can say without any doubt that the best service I have ever received has been from Vinny. I could go on and list the various instances, but suffice to say at every interaction and conversation my expectations have been exceeded up to and including the handover which was both informative and smooth. I work in an environment which values people above all else and as such I know what a good team member looks like. You have an outstanding individual, look after him, they are rare...
– Mr P. E.

Martyn Ray is a fantastic example of someone who regularly goes out of his way to ensure a customer receives the best level of service. He is always in the office early to ensure he can meet and greet customers who wish to drop their cars off early, and will regularly stay behind late.

We recently received some lovely feedback from Mr Johnson, whose car was in for service – well done Martyn, for the ‘First Class’ service.

Martyn in the service department explains everything well for me, he is first class. Very polite and informative. Although you are such a big company there is a personal connection and you feel like a valued customer. They always do the work well and they keep me informed.
– Mr Johnson

Our nomination this month is Georgia, who has recently been assisting on Reception to help cover absences.

As well as continuing with her role as our Marketing Assistant, Georgia has been doing a fantastic job on reception. Several customers have commented how great it has been to see Georgia back on reception, due to her attention to detail and warm, friendly approach to customer service. She has also arrived early and stayed later on several occasions to ensure that our front desk was always manned.

Thank you Georgia for your hard work!

Our new Lamborghini Aventador demonstrator vehicle was having paint protection film applied but wasn’t finished until late Friday evening. A customer was booked in to take the vehicle out the next afternoon.

Phil stayed behind late into Friday evening and returned early Saturday morning to make sure the vehicle was rebuilt and finished ready for the customer to take for a demonstration on Saturday afternoon as planned.

Our nomination this month is Paul ‘Bob’ Malinowski, Workshop Controller, who has gone above and beyond to provide a group of VIP customers with an exceptional level of service.

Some issues had been found with 3 vehicles belonging to some extra special customers in the South of England, so Bob took it upon himself to visit the customers at their homes. The customers had other appointments to attend during the day, so Bob arrived early in the morning, in his own time. He then went on to a fourth customer who he knew had the same problem and resolved that as well. The VIP’s were absolutely thrilled that Bob managed to fix the cars and were even more overwhelmed that Bob had made the trip in his own time.

Well Done Bob!

Mr David Wright has purchased several cars from Bentley and is well known to the business. One day, he approached Tim Reed, GSM, with a special request.

Mr Wright’s Auntie June is terminally ill with cancer and he wanted to give her a day she’d never forget. He had planned to take her to an event at Leicester Cathedral and asked if we could chauffeur her in a Bentley. When June arrived at the dealership, Nigel Gray, Sales Executive and Rick Allen, Driver, gave June a tour of the dealership, and ensured she was made to feel extra special!

When it was time to head off to the Cathedral, June thought Nigel and Rick had arranged to take her in one of the company’s Audis, and she was thrilled at this prospect! However, Nigel soon informed her that we had arranged a Bentley Bentayga for her. June burst into tears and was overwhelmed at the gesture. She highlighted what a great day she had and couldn’t thank Nigel and Rick enough. She had had the best day and said that all her troubles had disappeared for that afternoon, she was so happy!

Thank you and all your staff, for your overwhelming hospitality shown to my Uncle and Aunt on Thursday. My Aunt was overcome with emotion. From the girls on the desk, Tim initially, Nigel as always kind and caring, Rick the driver who gave us a lowdown on that spectacular Bentayga. Have I forgotten anybody? Oh yes, you Sean. It says a lot that a past small customer like me, can ring you up out of the blue and ask for your team's assistance, You not only allowed this to happen, but you made sure that your team went above and beyond expectations. We send out sincere thanks to everyone concerned. Well done indeed.
– David Wright

Our nomination this month is a regular nominee…

Last week, our HoB Sean Cook received a call from a gentleman Vinesh had been speaking to regarding purchasing a new Lamborghini. Mr Pearce is currently considering purchasing a new car and highlighted that the service Vinesh provides goes above and beyond anything he has experienced elsewhere. Mr Pearce owns several supercars and says that Vinesh is an exemplary Sales Executive and a credit to the business!

Well Done Vinesh!

Our nomination this month is a regular to the ‘Making it Special’ newsletter. Craig regularly receives fantastic comments from customers and colleagues alike for his can-do attitude and his ability to go above and beyond to ensure we provide the highest standard of service.

This month, Craig was assisting a member of the Sytner Head Office Team with purchasing a present for a friend. Lesley Birch, PA to HR Director, commented on how helpful Craig was and highlighted:

I have just spoken to Craig, what a lovely man and so helpful. I paid by card over the phone and he is going to post the pen out to me here at Penman, an absolute superstar who is a credit to your dealership.

Well done again Craig.

Abbey and Vinesh recently received some great feedback through the Sytner Facebook page for the effort they put into welcoming and looking after a gentleman and his son who came to visit the dealership. It was the boy’s 10th birthday and Abbey and Vinesh really went out of their way to make sure he had a great time and took away some fantastic memories.

Here are the comments posted:

Many thanks for the warm welcome from Abbey and Vinesh and for making my boy’s 10th birthday an extra special one. He cannot stop talking about his visit today

Mr Webb called into the dealership late on Saturday afternoon as his roof had stopped working and the car was due to be shipped to the south of France at 1pm the following Monday. He left the car with us in the hope we could resolve the issue.

Paul was made aware of the fault and arrived at work early (6.30am!) on the Monday and got straight to work diagnosing the roof issue, unfortunately the roof motor itself had failed. Parts confirmed they were in stock at the factory and placed it on order. Paul immediately set off to Crewe to collect the new part. He got back to the dealership and fitted the motor and reset the roof. All was tested successfully and the car was cleaned and ready 10 minutes before Mr Webb came to collect.

Mr Webb was over the moon that he could now take the car and enjoy his holiday with the roof down.

Our customer had seen a very cheap Mulsanne for sale at a non-Bentley dealer in London and went ahead with the purchase. He has had a couple of cars from us in the past and we always carry out his service work so when the odd problem started with his Mulsanne, he contacted James to have a look at it.

The car is out of warranty and clearly has not been prepared properly prior to sale, leaving a significant amount of work to be done. It transpires the car had been in stock for the best part of a year and he was getting nowhere fast with the selling dealer. At this point, James Horn became involved, struck a relationship up with the DP at that business and arranged for the majority of the work to be done at their cost.

The customer did not have to get stressed and have arguments with the dealer and is delighted with what James has done and will now only purchase his future cars from us.     

Yes, I am completely satisfied with the service received. Fantastic service especially from James in your service department and not forgetting all the guys who made my car look Royal and running like a dream, once again a massive thank you for the high quality of service I would expect from a premier dealership 10/10.

Mr Lay wanted a ride on car for his Grandchild and asked Craig for advice. Craig showed him the available cars and colours for each brand. He chose one and ordered it but was concerned about assembling the car. Craig told him not to worry and that he would assemble himself before delivery.

Mr Lay was that delighted, he bought 2 more cars for his other Grandchildren, which Craig again assembled.

When he collected the last two, he gave Craig a bottle of Champagne to thank him for his great service and help.

Birthdays are a special time for many and this month Nigel went the ‘Extra Mile’ to ensure his customer had a birthday to remember!

Mr Tardif purchased a pre-owned Aston Martin from Nigel, which was being collected on his birthday. The customer was thrilled to find that upon arrival ‘Happy Birthday’ was playing in the showroom and he was later presented with a personalised Aston Martin birthday cake and a card from the Bentley Leicester team.

The customer was delighted with the effort Nigel had made and was overwhelmed with the cake and service provided. He was so happy that he sent a card shortly after delivery explaining that Nigel had made a “good experience, great.”

Well Done Nigel!

Daryl had the opportunity to demonstrate a used car to Sir David Garrard who has only bought new cars over a forty year relationship with a London dealer. He was so pleased with Daryl’s service that he wrote to Richard Wynn-Jones to describe his experience.

In coming into contact with Daryl Hastings and enjoying his consideration, his unarguable charm, his willingness to take everything that has been required of him in his stride, it is not so much that I fully understand why he is the Manager of New Car Sales, but rather how can and should this gentleman go and how well deserved would such heights be. I rarely find that there is a reason to write letters couched in these terms – so it is a pleasure for me to do so today.

This is a fabulous example of the service Daryl provides all of his customers with and shows why he can sell cars to clients in London who are a stone’s throw away from their local dealership.