We have nominated Anthony for his spectacular achievements during our first few months of opening.

This is particularly so in December when, with limited staff and adverse weather conditions, he still ensured every customer was treated with individual attention and given a fantastic level of service. This resulted once again in the Service department beating budget and customers giving wonderful feedback about their experience.

Well done Anthony and thank you for your commitment to the success of our business!

Chris has recently supplied a used Continental GT to Mr Paul McGrother and was assisted by Mike with his finance requirements. Paul lives in Middlesbrough and had spoken to quite a few dealerships throughout the UK.

Chris and Mike professionally handled the enquiry and delivered an early Christmas present to a delighted customer.

Well done to Chris and Mike for the great feedback and for ‘Making it Special’!

Thanks for the fantastic service you gave me on my recent purchase.
I’ve never bought from a Bentley dealer before and I appreciate that I’m not exactly one of your “high roller” clients who pay over a quarter mill for a car. However, the standard of care I received from you and Mike was still out of this world. I’ve bought brand new BMWs, Mercedes and Jaguars before but being a Bentley customer is the difference between Macdonalds and The Ritz.

I handle multi-million dollar contracts for a living and I know I can be a bit brusque over negotiations and costs but I was extremely impressed with the way you explained your costings and negotiated the deal with me. I bought a Jaguar a few years ago and the guy was nothing but a check out clerk with no authority. I went into a BMW dealer thinking of buying a brand new M4 before I met you and they just sat me down and threw figures at me, I walked out.

I will definitely contact you in 18 months when I come to change the car and hopefully get to my goal of buying a brand new Bentley in 5 years’ time with continual upgrading.

Thanks again for everything and all the best.

Mr Paul McGrother

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.

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

Mr Thompson was in need of his car for an event and was sceptical about whether or not we could get his car ready on time, due to his experience with another brand.

Hayley ensured we communicated throughout the visit and, more importantly, that the car was ready on time. We received a really nice email from Mr Thompson commending Hayley.

Good morning Daniel

I hope you are well and had a good weekend. I wanted to drop you a line in recognition of the great customer service I have received from Hayley, specifically in the last two weeks, but also in general during my dealings with Graypaul Birmingham. I bought my first ever Ferrari a couple of years ago and following a really poor experience with Aston Martin customer service, I was unsure of what I would receive from yourselves. I have to say I was very pleasantly surprised and very pleased with how you and particularly Hayley dealt with me.

Hayley has always gone above and beyond and approaches all she does, including us as customers, with a great attitude and a clear passion for what she does. This was exemplified by how hard she worked last week to get my car back to allow me to meet my commitment to change my car a prime example of great customer service and of going above and beyond.

Hayley is a credit to your business and a great ambassador for Graypaul. Please pass on my thanks to your team and specifically to Hayley.

– Scott Thompson

Mrs Hallam was experiencing some issues with her Maserati Levante that meant it needed to be recovered. Whilst she had been given a loan car, due to the way the car was parked it required a specialised recovery vehicle that was not immediately available. The time was now 5pm and Mrs Hallam needed to leave work as she was out that night. However she could not leave the car until the recovery vehicle arrived and at this stage, we had no idea how long it would take, but potentially it was a number of hours.

So our challenge was to find a member of the team who would be able to get to Worksop to be with the car until the RAC arrived. Remembering that Richard Hill lived ‘that way’, we called him whilst he was driving home to see if he could help. Straight away Richard said, “Yes, no problem.”

He diverted to Worksop knowing that he had no idea when he would get home. He managed to get to Mrs Hallam for 5.30pm and allow her to leave; he then waited for the RAC to arrive. Luckily, the wait was not as long as expected and he got home at a reasonable hour.

We would like to nominate Richard as he was prepared to stay with the car for as long as it took even though it would impact on his own personal time.

Mr Martin rang us late one afternoon to advise us that the MOT had expired on his Ferrari FF. He intended to go away on a tour of the continent with his family the following day in the car. By his own admission, he had been sent MOT reminders by us but had not got around to contacting us.

We had no transport capacity to collect the car and the client was unable to bring it into us so, in order to resolve this dilemma, Aden offered to collect the client’s car on his way into work next morning. He got up extra early so he could arrive at the client’s address at 7am to ensure there was enough time to get the car in and back no later than 11am, so Mr Martin could catch his booked ferry.

Everything went to plan and Mr Martin was able to proceed with his family holiday as scheduled, with the added bonus that the car was fully checked over prior to the trip.

Mrs Harris was travelling from England to visit her family in Dunoon for the festive period. On her way to get the ferry she got a puncture, so she called the dealership and spoke to Allan who told her to bring her car in.

Unfortunately, by the time she made it to the dealership all of our technicians had finished for the evening. Mrs Harris became stressed that she was going to miss her ferry so Allan took it upon himself to find the puncture using a spray bottle of water and squeezing on the wheel until he could see bubbles. Once the puncture was located he then changed the wheel over to the spare and sent Mrs Harris on her way. She made the ferry to Dunoon and had a lovely festive period with her family.

This month, David went out of his way to add a very personal touch to a handover experience for a new customer who was feeling a little down. The customer, who is a self-professed workaholic, mentioned in passing that he rarely has the time to do some of the things he loves, as he is always working and never takes time for leisure. David took a genuine interest in the comments and struck up a conversation encouraging the customer to recall hobbies and things he used to enjoy when he felt happier. The customer mentioned always having had a passion for nature and wildlife, which David took note of.

The following week, David went out of his way to visit various specialist bookstores, to find a gift he thought the customer would greatly appreciate and brighten up his day. He ended up purchasing two wildlife books, then gift wrapping them in Amazonian themed wrapping paper!

When the customer came to collect his car, he was overwhelmed by David’s thoughtfulness and care, commending David and the stellar service he had provided an authentic rapport that he built.

Well done to David for his originality, thoughtfulness and personable approach.

Emma is our nominee for December, for consistently providing fantastic service to our customers, whatever the situation.

For example, making sure hungry customers get crumpets and tea and doing it with a smile on her face, helping customers out of bushes when they have fallen over, advising a customer how to make sure his child goes to sleep and stays in his own room; basically being an Agony Aunt for our customers whilst smiling and remaining jolly, no matter what is going on around her.

She’s a great asset to the business and goes beyond the call of duty each and every day.

Mr & Mrs Burt visited Porsche Centre Silverstone on the 30th of December with the intention of purchasing a new Porsche Macan. Whilst in the showroom Mrs Burt noticed a member of our team taking a Sapphire Blue Macan in part exchange and it was love at first sight.

Mr Burt went on to order his new Macan but said he would love surprise his wife on New Year’s Eve with the Sapphire Blue car, and a deal was concluded by close of play on the 30th.

With a busy year-end already scheduled, we were delighted that both Robin and Clive volunteered to work late on NewYear’s Eve to fully prep the car both mechanically and cosmetically. This ensured that Mr Burt was able to surprise his wife (she was overwhelmed). The dealership ended up selling two cars to Mr & Mrs Burt.

A very long standing customer of ours, Mr D Dutton, recently became unwell with a heart condition. He is fanatical about his Porsche and keeps it absolutely pristine. He phoned the dealership to discuss his situation and was worried about leaving his car in his garage not being driven for a few weeks whilst he recovers.

Paul took the call and discussed what could he could do to ease his concern, one of the ideas was to put his car onto a trickle charger and Paul offered to pop round to his house on his way home and sort this out for him. Mr Dutton was delighted and phoned Andy Reville, our Parts Manager, to express his gratitude.

Well done Paul!

Mr Nichol was due to collect his new Lamborghini HURACAN Peformante on Friday 22nd December,  but, unfortunately, Mr Nichol was unwell, and not able to get to Edinburgh.

The team at Lamborghini Edinburgh where determined not to let Mr Nichol down and organised to have the car delivered to him, in Ayr, on Christmas Eve. Our Valeting Supervisor, Damian Meaney, ensured the car was in pristine condition, had it loaded on to the transporter, and drove down with our Brand Manager to hand it over.

The result… one very happy Mr Nichol!