Exceptional Google Review.

We were thinking of buying a Bentley and booked an appointment to view the car we had in mind. We visited the showroom and James our salesperson arranged for us to take the car for a test drive. During the test drive, it was easy to see that James really knew his stuff about the car and the industry. It was a very enjoyable experience. After the test drive, James and the team at Bentley ensured we were armed with all of the information required to help us make our decision. We never felt under pressure or rushed in any way. We have had the car for just over a month and we have had follow-up calls from various members of staff ensuring that the car and our experience with the whole process has been perfect. Five Star Service all the way, a pleasure to deal with.

The customer posted the following online to a very large Forum of McLaren Owners:

Sam at McLaren Manchester just looked after me during my car’s first service. Belting Customer Approach from Sam and his team and treated me as a really important McLaren Club member. So for anyone in need of a McLaren service do not hesitate to use this chap and the team at McLaren Manchester.

James received an email enquiry from a young family who had two autistic twin boys. It was their 11th Birthday on 27th December and their favourite car in the world was a Bugatti.

James organised with the twin’s Mum a surprise visit for the two boys to come and see a real Bugatti Veyron.

The car was covered when they first arrived. James did a grand unveiling of the car to them and then he surprised the two boys with personalised Bugatti Birthday cards, a Bugatti Chiron toy each and ended up with their Mum, Melanie, breaking down in tears due to James’ generosity.

They later came back with a bottle of wine and chocolates as they were so made up and the boys haven’t stopped talking about it since. The customer pulled me aside and complimented James on how lovely he was with the boys and how he had made it such a special day for them.

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.

Erika found out that a couple were travelling from North Wales to visit the showroom for the first time following an event we had done in their area.

They had travelled to test drive a McLaren 720S and Erika took it upon herself to prepare a buffet lunch for them to enjoy on our terrace following their drive. The customers could not believe the effort that Erika had put into preparing the buffet and for the way she presented it to them without being asked.

Emma found out that is was a customer’s birthday and wanted to organise some flowers for when she collected her car from service. She was also aware that this customer has recently got a dog and was understandably besotted with it. Emma spoke to the customer’s PA and discovered the dog was a male Pug.

She then placed the box of dog treats and flowers in the car with Birthday wishes from the team.

The customer was delighted with the flowers for herself and especially for Emma involving her new puppy in her Birthday celebrations.

Charles collected Mr. D’s Rolls-Royce, and at the point of collection they got talking about music. Mr D’s business is vehicle infotainment systems, and they chatted about older styles of music and their individual tastes and preferred genres. When Charles delivered the car back the next day, he included a classic, well-known reggae CD (which Mr D thought was excellent).

Fantastic thought and delighted that Charles would do that for me.
– Mr D

Jack took a call out of business hours from Mr & Mrs D who were on their way to their Mother’s funeral and had a puncture. They were clearly very upset and stressed as they had lost their locking wheel nut key. Jack attended and used an inflation and seal kit to get them mobile again and then used his local knowledge to find an appropriate hotel for them to stay in overnight whilst he organized a replacement tyre back at the dealership the next day at 8.30am. The customer then attended the dealership that morning and had their tyre changed.

The customer spoke very highly of Jack and how helpful and courteous he had been and had clearly gone the Extra Mile to ensure they got to where they needed to be. They also spent additional money on their car following a VHC carried out that morning.

Roy recently collected a customer’s Bentley and the customer mentioned he has recently undergone brain surgery meaning he is unable to drive his car for several months. He also mentioned his wife has been very poorly. Roy took note of this, paying particular care and attention to the customer. He then arranged for the customer a receive a get well card, which came as a huge surprise to the customer.

The customer called in to the dealership to compliment Roy and request that we thank and recognise him for the joy this simple gesture had brought to himself and his wife.

Last month, we had a customer who had purchased a new car from sales. The customer needed the car for a Friday, as he was leaving the country in his new car (Bentayga). The deal somewhat depended on this being the date he took the car. However, aftersales only found out about this on the Thursday. The work required to swap this kit was around 20 hours.

Emily and I put a request out to see if anyone would be willing to help make this happen. Jack and Liam immediately put their hands up and offered to work as a team to remove the body kit from one car and put it onto the sold car. So, at 5pm, when everyone else was leaving, they got the two cars in and started the tiresome task of stripping the bonding agent to remove the kit from the first car.

They worked together on the body kit until around 10pm, when they called it a night. By the time we all arrived at work the following morning they had completed the swap and the sold unit was waiting by the valet bay to be cleaned and delivered to the new customer.

They finished work at 10 pm on the Thursday night and started again at 6am the following morning to make this happen. Between them, they carried out a 20-hour job in approximately 7 hours.

Without their help and commitment, the customer surely would have been disappointed and we can’t be sure the sale would have gone ahead at all.

Whilst collecting a new customer’s car for service, the lady was clearly having a bad day. She had bumped her other car the day before and her husband was on a ‘boys trip’ at the Grand Prix abroad, despite it being their wedding anniversary.

When returning the car the next day Charles took her a bunch of flowers to help celebrate her anniversary as her husband had clearly forgotten. She was so delighted that Charles also sold her a pair of Bentley Sunglasses as a gift to herself and to compensate for her miserable couple of days.

I can’t wait to tell my husband that he has bought me an anniversary gift after all!

A new GTC customer experienced a fault with his roof and wanted us to look at it whilst he was away on holiday. His flight back was due in late the following Friday and the service advisor was struggling to arrange how the customer could collect his car so far out of business hours.

Pete heard about the issue and offered to collect the customer from the airport at 10pm on the Friday, take him back to the dealership where his car was waiting having been fully repaired, enabling the customer to continue his journey with the least amount of inconvenience.

Pete proved there is no such thing as out of business hours.

After a terrible mix-up and failure by the AA to recover a customer’s car Gemma took the matter into her own hands.

She arranged for one of the techs to go with our own transporter to recover the car back to the dealership where the repair was carried out within 6 hours and then returned completed to the customer.

The customer wrote in to thank Gemma and said how professional Alan and Jack had also been and that we could teach the AA how to give great customer service.

Lee has received more compliments than any other sales exec this year so far and is our most consistent performer in terms of delighting customers.

A truly refreshing and utmost professional experience from start to finish, thank you to the team and Lee Sterry. Impressive to say the least. This is not the first Rolls-Royce that I have bought and I have dealt with many other Rolls-Royce dealerships but, without any reservations, this is by far and away the best dealership I have dealt with. Lee was knowledgeable, accommodating and went over and above to help and explain every dealt that I required. Without a doubt, I would recommend him and the showroom.

Julie continues to lead our growing team of hosts and sets an example of great customer service almost every day.

Despite most of her time being spent training her new team members, Julie still finds the time to ensure that each visitor is dealt with in a special way and continues to be the member of the team that attracts more ‘Thank You’ notes than anyone else.

Julie and her team now look forward to a BIG night out following them winning our internal Ambassador Award at year end.

One of our customers suffered a serious fuel leak on their Continental GT inside their garage. Darren went out to see them and check the fault. Once he got there he found that there was fuel all over the garage floor that had leaked from the fuel filter. The customer’s wife was really upset as the smell of fuel and fumes in the garage really scared her.

Darren not only fixed the fault and thoroughly cleaned the garage floor but called his mother who lived locally to the customer and got her to get some chocolates and flowers. He then went to his mother’s, collected the items and drove back to the customer’s house with the gifts.

The customer was delighted and immensely grateful for the thought and effort that Darren had made.

A customer wrote in about his experience with Tony during the purchase of his Bentley Continental GT.

I dealt with Tony Witley, who was excellent with his sales. He collected both my wife and me from home so that we could drive the new car away together. It was very nice to be treated and respected in an impeccable manner (as it used to be), Tony made the entire experience a real pleasure and one that I have never experienced before when buying a motor car.
– Mr T

A lady (mother of a famous celebrity) came in to have her Bentley serviced and whilst sitting at our Cafe bar she noticed another customer tucking into his breakfast. She commented to Paul that she thought it odd that a car dealership should go to such lengths and Paul explained that we try to bespoke each visit around the customer. The customer then jokingly said that for her she would like a signed picture of Ray Winstone and a Halloumi Kebab.

When the customer returned later that day to collect her car Paul had downloaded a picture of Ray Winstone and signed it himself and had ordered a Kebab form the local K house and presented both to the customer.

The customer thought this was fantastic and really appreciated the fun that Paul had created from her already tongue in cheek request and she went away very happy.

A customer called on Friday 24th August to say he was at CarFest with his Rolls-Royce ready to do a charity drive for Children in Need and he had a flat tyre. Neala liaised with Rolls-Royce Assistance and organised for them to collect a tyre and fit it on site, rather than rescue the car which they wanted to do. This meant that the customer was still able to carry out his fundraising ride experiences.

The customer was delighted with what Neala had done as he went on to raise over £5,000 on the day.

Whilst on a Road Test Darren pulled into a public car park to swap places with the passenger and spotted a lady with a flat tyre on her Mercedes who was clearly distressed. Darren went over and offered to change her wheel which as gratefully accepted, and before long the lady was able to get on her way.

The lady called the dealership to speak Darren’s Manager (Emily) to say how delighted she was that Darren had the courtesy to help.