It was a cold autumn Friday evening and the service team had been trying to contact a customer for authority to have some work completed. They eventually called back at 5.30pm saying that they needed the car back that evening, both Cameron and Tom should have finished work that evening at 5pm.

Without any hesitation, they both spent 45 minutes valeting the car to ensure that it could then be delivered to the customer that evening as required. Despite both Tom and Cameron looking forward to their weekend off, they both showed exceptional customer service by staying late and getting the car back to the customer for the weekend.

Well Done!

During his recent visit to Bentley Leicester, Mr Collin Simmons took the time to speak to both our Head of Business and Aftersales Manager to compliment the exceptional level of service he receives from James each time he visits. Mr Simmons normally drops his car off before heading to the office, and James will always make the effort to arrive early to ensure he is there to greet Mr Simmons.

James also recently arranged a visit to Bentley Motors, chauffeuring Mr and Mrs Simmons and personally hosting the whole day. They were blown away by the attention to detail and shortly after purchased a used Flying Spur. Mr Simmons regularly comments that although he does not live locally to our dealership, he will always use Bentley Leicester, primarily due to the service he receives from James.

We receive many positive comments regarding Sean but during November we received the following:

I wanted to give some feedback on my recent dealings with Sean McKay at Bentley; the entire experience was exceptional, nothing was a problem and Sean could not have been more professional. I would not hesitate in recommending Sean or indeed any of the team I dealt with. This is my first Bentley and the car is fantastic too. Just thought you should have the feedback.
– Scott Haddow

Just a brief note the say how impressed I was with the service provided by Sean McKay when buying a Bentley Flying Spur. Buying numerous prestige cars a year both for myself and my company and the service provided by Sean stands out head and shoulders above all the other people that I deal with. He provided a professional, efficient, fun and attentive service. To find people with his level of skills is most unusual.
– Richard Abel

A service customer was due to graduate on the morning following dropping her Maserati Ghibli in for its first annual service. Unfortunately she arrived to drop off her car in a blind panic as she had somehow managed to shred her graduation paperwork when clearing out her office the previous evening!

Upon mentioning this to Gemma over a drink at our coffee bar, Gemma stepped into the breach and arranged for a copy of the paperwork to be sent to the dealership and printed, ready for the customer. As an extra special touch, Gemma then arranged a congratulations card to be signed by the team and handed it over with a bottle of champagne upon the lady’s return to collect her car after her graduation. The customer was surprised and delighted by Gemma’s thoughtfulness.

Mr & Mrs Kler wanted to go to the Ferrari factory to spec their new GTC4Lusso. The only date available was also Mrs Kler’s birthday. With gentle persuasion from the client to his wife, the date was agreed and Anthony then set about making sure it would be a birthday to remember.

The trip was booked, and Anthony made sure that their hotel room was upgraded to a suite and there was a card and flowers in the room for Mr & Mrs Kler’s arrival.

For the birthday evening, one of the top restaurants in Modena was booked and Anthony spoke to them and arranged for a cake with a candle that was brought out for dessert. At dinner Mrs Kler was also presented with a card signed by the entire dealership and a Silk Ferrari Scarf which Anthony had ordered into the Ferrari Store especially. Neither Mr or Mrs Kler had any idea of what Anthony had arranged, and were blown away by the detail that had been put in to ensure that it was a truly memorable birthday.

Paul recently dealt with Mr Contarto who had only just purchased a Ferrari 360, which was his dream car. Sadly after having the car only a week an engine light appeared in conjunction with a number of other faults. The car was recovered into Maranello, but the client was quite frustrated as his supplying dealer was proving to be very uncooperative in assisting to resolve these matters.

He rang Paul and explained his situation and frustration and after the initial inspection, spoke with the supplier who was initially very reluctant to help in costs. Paul felt this was grossly unfair on behalf of the client and by persevering, Paul was able to reach an agreement with the supplier that did not inconvenience Mr Contarto any further.

Mr Contarto was very happy with the outcome, his car was fixed and returned and he has committed to having all future servicing and repair work carried out with Maranello. He also provided Paul and the technician who worked on the car with a bottle of wine as a token of his appreciation.

Mr Tyrell wrote in to us to ask if he could bring his daughter along to the Centre for a visit. Erin is 9 years old and is a complete petrol head! Erin received an outstanding report card at school and Mr Tyrell wanted to bring her along for a visit as a well done treat.

We invited Mr Tyrell, Erin and his wife along for a visit to the centre one Sunday and Martin spent some time with them on arrival. He gave them a tour around the dealership, let Erin take photos in her favourite cars, gave her some posters and he even took her and Mr Tyrell out for a test drive. I received an email and a thank you card from Erin and Mr Tyrell expressing their gratitude. They all had an amazing day at the centre and it was all thanks to Martin’s time and patience with them.

I just want to thank you so much for arranging what was an amazing day for Erin. She was speechless! She got to sit in so many cars and Martin took us out for a drive in one. Look out in the post for a thank you card and pass on my thanks to Martin, he was amazing with Erin and made sure it was a day she’ll never forget. Many thanks once again!
– Mr Tyrell

The dynamic duo Jack and Jaz cannot be more committed than giving up their own spare time on a Saturday!

A customer was due to collect his car on Friday evening, however called at the last minute to say he couldn’t make it but really needed his car back.

Jack worked his afternoon shift and his colleague came to work on the Saturday, where they both delivered the car back to the customer in their own time. He was extremely happy that they were able to meet his requirements.

Well done to you both and keep up the good work.

We would like to nominate Paul Woodjetts due to his commitment to the Service department and that he is always willing to help out with driving even when he has his own work to be getting on with.

On numerous occasions, Paul has had to change his own personal plans in order to get the customers’ cars back to them after his finishing hours, even when delivering cars is not his job. Additionally, during a recent launch without being asked he spent the evening seeing customers to their cars in the pouring rain, shielding them with an umbrella to ensure their experience continued to be a great one.

He has great customer focus and really is a good example of what being a team player is all about.

Jordan has been part of our team for a little over a year now and has made a great impact on the department already with his enthusiasm for the brand and his helpful nature.

Recently when a customer was looking for a Christmas present for her husband, she was overwhelmed by the attentive service she received from Jordan while visiting Porsche Silverstone. Jordan spent the afternoon with her making sure she was able to select the best gift possible for her husband, who is a Porsche enthusiast. After perusing the display, Jordan thought of something much more special for her husband and even offered to gift wrap the high value GT3 Shelf for her in Porsche wrapping paper!

This has now sparked a centre initiative in which we will now be offering a Porsche wrapping service over the festive period – Jordan’s kind offer to one customer will now ‘Make it Special’ for many people over Christmas!

Well done Jordan for taking the time to find the perfect gift for a Porsche enthusiast and for making the centre more special this Christmas!

Whilst we recruited for our replacement full time accounts assistant Pauline, who works part time, could see as a business we were under pressure and without having to be asked, stepped into the role helping to cover that position. She continued doing her own work, which of course meant working longer hours and therefore changing her own personal arrangements.

Pauline also helped to train a temporary assistant and subsequently has helped to train our new full time assistant. Her attitude is exemplary, especially during the few months this was going on and whilst this was not directly towards an external customer she certainly ‘Made it Special’ internally.

Scott has once again shown outstanding customer service and has received excellent feedback through the Porsche Passion Survey.

I have only had the car 2 months. The 111 point check threw up an over-rev issue that is on the cusp of acceptance by the manufacturer to allow me to put a warranty on it. This said however, Porsche Edinburgh to my surprise have offered a complimentary further 111 check, together with the other checks that shall allow me to put 2 years warranty on the car. This level of service has been unheard of by myself in 40 years of driving. Porsche Edinburgh have renewed my faith in car dealerships. Full of integrity, bravo guys. Look forward to getting it in and willingly putting 2 years warranty on it.

This led to the head of customer experience and strategy at Porsche GB sending it on to his MD to flag up Scott’s great work.