One of our McLaren 720S owners had experienced a number of issues with her new car that had meant numerous visits to the dealership. The customer loves her coffee and also told Gemma during one visit that her car was called ‘Malcolm’. Gemma arranged to have a coffee mug made with a picture of the customer’s car on it and of course the name Malcolm.

She was really delighted with the gesture and is now enjoying both her car and coffee mug on a daily basis.

A customer took delivery of his McLaren 720S following a 6-week delay as our bank had lost his funds following his TT payment for the car. One day after taking delivery his tracker unit failed, leaving the car uninsured. Andy Hill offered to get up at 4 am and drive to Hertfordshire so that the customer would not be inconvenienced that day.

Whilst the customer was grateful, he asked if Andy could wait until 8 am before knocking on the door as his wife was undergoing radiotherapy. After that news, Andy bought her some flowers and arrived with them which made her cry (happy tears) as she really was so surprised and delighted. Andy then spent three hours dealing with the issue and managed to rectify the fault before returning to the dealership and working through until 6.30 pm that evening.

The customer was simply over the moon with what Andy had done for him.

Whilst Derek was conducting some service prospect calls he spoke to a customer who informed Derek that her husband had sadly passed away. She went on to say how grateful she was for the way Derek had looked after her husband and their Bentley over the years and jokingly said that he loved his car that much that if it had been an option he would have been buried in it. Derek thought about her comments and decided to send some badges for the coffin so that there was some reference to Bentley to be with him forever.

The customer wrote to say how delighted she was that Derek had been so thoughtful and said how appropriate she thought his response was.

Mr & Mrs P called us but they’d never used Bentley Manchester before as they had always used another dealer that was closer to them (but haven’t been particularly impressed with the customer service there). They had been on holiday and had parked their car in the multi-storey at Manchester Airport, however, when they returned and drove the car away, the park brake warning light was on and the car had gone into limp mode. Alan, our truck driver, was on site so arranged to grab the truck was with them within half an hour in the Radisson Hotel car park where Mr P had managed to limp the car to so it could be recovered. They were happy to get the train home from there.

They mentioned that they were interested in purchasing a new GT, so Gemma contacted sales asking them to call after a couple of days (to allow them to settle back in from their holiday and receive an update with regards to the car already in with us). Jan from our sales team then met with them on site and whilst at the dealership, they requested that they speak to Gemma. They just wanted to thank her for her efforts and said she’d made what should have been an insanely stressful situation very simple and they were home much sooner than they thought they would be.

One of our customers, Mr I, had an issue with his alarm and Charles collected the car. While he was returning the vehicle, he was talking to Mrs I about a Caribbean cooking course she was taking. Following the chat, Charles took it upon himself to cook the family a Jamaican dish and dropped it back at the house.

The customer rang to say how fabulous the food was and that they were sat on the sofa with their top buttons undone!

Mrs Maunders (not a customer of Bentley Manchester) was re-fuelling her Bentley at a local petrol station where Charles Allen was also on the forecourt fuelling up at the same time.

Charles noticed that this lady seemed distressed and when he approached her to ask if she was ok, she explained that she had noticed a problem with the suspension on her car. Charles immediately offered to assist and brought Mrs Maunders and her 2 children to the dealership and introduced her to the aftersales team.

The team were able to fix the problem and also repair a faulty tyre as the customer was travelling back to London that day. Mrs Maunders and her young children enjoyed the hospitality whilst they waited and she was exceptionally grateful to Charles and the team for their help in getting her on her way.

A Mr Simmons visited the dealership for the first time as he was visiting the area and was an existing customer of Bentley Cambridge. The potential issue was that he arrived just as the Technicians had finished for lunch.

Neil delayed his sandwich and addressed the issue with the customer’s windscreen washers and managed to turn the car around within 5 minutes and without having to charge the customer.

Mr Simmons was very happy with how efficiently we had dealt with his issue, particularly as he arrived unannounced and without having made an appointment.

Well Done Neil.

Martin received a call on Christmas Day from a customer who had a problem with his Bentley GTC.

Without hesitation, Martin went to meet the customer at Knutsford Services and although he was unable to fix the car, he brought the car and the customer safely back to the dealership and arranged for a taxi to collect him to continue his journey to see his grandchildren.

This all took up about 2.5 hours of Martin’s time away from his family on Christmas Day. Well done Martin for your commitment to ‘Making it Special’ for our customers.

Martin was so professional and whilst he could not fix my car he did everything he could to get me back on the road to Reading to see my family. I am very grateful to him.
– Mr John King

Whilst on a road test, Matt assisted two elderly ladies at the local shop when he noticed them in distress. Their four tyres had been let down so he re-inflated them, drove the car to their local garage and made sure it was safe before returning to work. The ladies called and said that Matt was most certainly their ‘Knight in Shining Armour’.

On another occasion, during our event in Anglesey, Matt fuelled up a customer’s car who had arrived on very low fuel. He then noticed a TPM fault, resolved the issue and fully cleaned the car so when she returned from her driving experience her car looked like new.

A customer of ours recently passed away and his wife came into the showroom to buy a Bentley Teddy to put with her husband in his place of rest.

Jessica hosted Mrs White and organised some flowers for her and also gave her a second Teddy that she could keep with her at all times to connect back to her husband. Mrs White was very taken aback and grateful for such a lovely thought.

A customer contacted Duane to book in for a service and mentioned he and his wife were hoping to attend the RHS Flower show at Tatton Park whilst they were in the area.

They asked Duane’s advice on local hotels. To save the customer the hassle Duane took the customer’s card details and proceeded to make the reservation for them and also purchased them 2 complimentary tickets to the flower show from the Company. He then emailed them the hotel details and directions from the hotel to the Flower Show.

The customer was delighted and will come back to us next year for the same experience.

Captain Leighton, a Rolls-Royce customer, was arriving back from a business trip late on Friday and wanted to be able to collect his car after 8 pm.

Peter volunteered and arranged to collect the customer from the train station at 8 pm and drove him to the dealership to collect his car.

The customer was delighted.

Great commitment to customer service Pete!

Our very good customer Mr Tim Berry came in to specify his new McLaren 720. It was a present for himself to celebrate his 50th Birthday, so Julie arranged for a card to be signed by the team and also ordered him a special Birthday cake with a special candle. Mr Berry was thrilled and shared out the cake with the team to eat in the showroom as he was finalising the specification of his new car.

Great thinking Julie!

We sponsored a Masters Tennis Tournament and invited customers to attend over the 3-day-event. One of our very good customer’s grandson is a very accomplished player and Jessica arranged for one of the ex-Wimbledon Champion professionals to play a short match with him as a surprise to his grandparents. She then arranged for the match to be recorded on video as a memento as our customer was away on holiday and could not attend the event himself.

Needless to say he was delighted with what Jess had organised for his family.

A brilliant idea Jess!

We received the following feedback from a customer:

“ I wanted to make you aware of just how satisfied I am with a member of your staff, namely Gemma Cormack in your Service department.

My car has been maintained by another Bentley dealer previously and following a lack of advice and customer care, I decided I would ring Bentley Manchester for a comparable quotation. From taking my initial enquiry by phone, Gemma was extremely helpful and as you can see from my email, even emailed me the train timetable from Knutsford to Manchester (as she had listened to my work schedule), also arranging for a driver to drop me at the train station.

Every box ticked, Gemma is an absolute credit to you.”

Charles has always been an ambassador of the Dealership and leads the way when ‘Making it Special’ for customers. Here are some examples of what Charles has done for customers this month.

Mr Turver wanted his Rolls-Royce returning on a specific day as he was taking his Mother out for her birthday meal in it. Charles took a bunch of flowers as a birthday gift for his Mother.

Mr Glenhill dropped his sentimental knife down the seat of his car. Charles managed to retrieve it with help of a Technician, put it on key ring and dropped it into the customer on a Saturday so the customer didn’t have to wait for the car to come back.

Mr Morris just moved house – Charles took him a card and Champagne as a welcome gift.

Mr Birch was a new McLaren customer and new to the area. Charles took him biscuits to welcome him to his new home and the McLaren family.

Tony consistently receives fantastic feedback from our customers, here are two recent examples:

I have now bought 4 new Bentleys from Bentley Manchester and I must say the salesman Tony Witley who I deal with is one of the best sales people I have dealt with buying a new car, he is one in a million and always sorts everything out for me. That is why I will always buy my cars from Bentley Manchester and also recommend to my friends and tell them that Tony is the man and Manchester is the dealership.

– Mr Fairhurst.

It was the best car handover I have ever had. I have bought a number of cars and the best two have been with Tony Witley. We were made to feel very welcome each time we visited the dealership and generally the service level was on another planet.

– Mr Tysell

I would like to take this opportunity to thank Lee Sterry for the superb customer service experience that I recently received. In particular the time and attention to detail that Lee showed whilst handing the car over. I’ve had the pleasure of purchasing and receiving many prestige vehicles but none on the level shown by Lee recently. I wish you and your team the very best for 2017.
– Mr Guy Nicholls

One of our McLaren customers had a fault with his 570 which we believed was due to his battery being out of charge.

Rather than inconvenience the customer, Jamie volunteered to go to the customer’s house on a Saturday morning and place the car on charge with our charger. He then ran the Diagnostic computer through the car and cleared any faults.

Jamie then went back, again in his own time, a week later to retrieve the charger and check that everything was OK with the car; needless to say the customer was very happy with the service he had provided.

We receive many positive comments regarding Charles who has always been a great Ambassador for both the dealership and Sytner Group.

An example of this, is when Charles recently returned Mr Lloyd’s car and he was aware that the customer had recently suffered a brain tumour. Without making a fuss Charles helped Mr Lloyd to clear out his garage to enable both of his cars to be put away as he was unable to use them quite as regularly. Charles backed both cars in and then ensured that his children’s bikes were accessible but not in the way of the cars.

Also during the last few weeks Charles heard that one of our customer’s warning lights had come back on his Rolls-Royce Phantom but it simply needed to be reset as opposed to coming back in. Charles offered to get up early and drive to Hull before work to reset the car which enabled the customer to use it for an important trip. Needless to say the customer was delighted and grateful to Charles.