One particular customer had a problem with squeaky brakes on his new DB11. When the customer offered to take his car into a local centre where he didn’t have a working relationship, Sal insisted that we could collect the car and bring it back to Nottingham on a covered transport at a time of his convenience.

The customer, who owns multiple marques, commented on the refreshing approach where the existing relationship was more important than the economic cost of getting the vehicle to the nearest centre for the warranty work.

Alex is a fairly new addition to the team and, recently, did a great job with a customer who purchased x2 New Bentley Bentaygas.

The customer’s comments reflected the fantastic experience they had.

Great job Alex, more of the same, please!

I previously had a Range Rover and wanted to test drive the Bentayga before I made any decisions. I just loved it, it’s brought something new to the market. Alex Warren was perfect. I told him what I wanted and the price range and he came back with the options for me which matched what I was looking for. The whole transaction was so smooth. We had spoken to other dealers and not had this experience because they weren’t as responsive. Alex even came in on his day off to do the handover.

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

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.

Paul Holmes has been with the business for a few months now selling Maserati. His passion for both the brand and customers is clear every time he engages with them.

This is one of the many customer feedback emails that I have had about Paul. This customer emailed me directly, put a comment on our Google page as well as his wife emailing. As you can see, they drove past their local dealer and a further 236 miles to deal with Paul!

I am writing this e-mail reflecting my experience of doing business with Mr Paul Holmes at Graypaul Maserati in Birmingham. I would like to mention that Paul has been an absolute gentleman. We have been looking for a Maserati for a while and have dealt with a number of dealers, including other authorised Maserati dealers outside Sytner Group.

No other dealer exhibited Paul’s professionalism and clarity. I’m a firm believer that trust is everything is business and Paul definitely inspires trust to the customer with his very polite manner. He does not mind answering any question asked. Equally, he does not mind saying ‘I will find out for you’ if he does not have an answer – way more preferable than talking nonsense!

We are very pleased with our purchase, because, not only we are buying a solid car, but also because we can be sure it has been looked after well if it’s coming from Paul. We had a very good offer on another vehicle from a Maserati authorised dealer, but because of Paul’s attitude, we decided to go with him.

Mr Oliver was using his Ferrari Enzo for a special trip on the 25th January, the car was being loaded ready to be delivered abroad and the rear spoiler came up one side and stuck. Mr Oliver was very distraught and really needed the car fixed but lived over 100 miles away from us.

Simon Mellor heard me on the phone to the customer and offered to go to the customer’s house after work to try and resolve the issue. Simon drove for over 2 hours to the customer’s residence and managed to find the problem and sort it out. The customer was over the moon that this special car could after all be ready for the event he had booked.

A customer’s son brought in his father’s Ferrari California for service. During the appointment, the son explained his father was away in South Africa celebrating a big birthday…

Antony arranged for the customer’s car to be photographed in our workshop and the best image was turned into an electronic birthday card and sent to the owner wishing him a happy birthday and telling him all was well with his car, which was the picture on his birthday card.

The customer was surprised and very grateful, his son thought it was hilarious and thanked Anthony when he collected his father’s car.

Mr Morris had flown up from London to collect his new Cayenne S E-Hybrid on a Sunday morning. His Sales Executive, Stuart, had taken him through the handover process and just as he was getting ready to depart a warning light started flashing on the dashboard.

With it being a Sunday, the service department was closed so there was no one on hand to look at the car. Stuart called one of our technicians, Denis, who lives locally to ask for some advice on what could be wrong but rather than discuss it over the phone Denis jumped in his car and came along to the dealership. He took Mr Morris’ car into the workshop and put a tester on it and managed to have Mr Morris back on the road with only a small delay to his journey.

Well done Denis!

An existing customer contacted David about purchasing a new car for his wife, as a gift for her birthday. Upon learning that it was to be a special gift, David took it upon himself to help his customer plan the surprise of a lifetime, arranging a glamorous handover at one of the couple’s favourite restaurants.

As well as inviting a long lost friend, getting the restaurant on board, arranging a huge bouquet of flowers and of course the unveiling of the stunning white Cayman, David really pulled out all  the stops to ‘Make it Special’ for the couple.

With every detail thoroughly planned to perfection, David executed a fantastic handover, leaving the customers utterly delighted, to say the least!

Well done David for this stellar service.

Jason is our nomination for this month for his commitment to delivering great customer service no matter what. On this occasion he was already juggling three jobs at once on that particular day, which is hard as it is, when a customer’s Hybrid Cayenne decided to make the day even more complicated.

It was 17:30 and Jason was already staying behind to get all his tasks completed for our customers collecting on that night when the Cayenne had an issue with oil measurement. Jason had at first said he would rectify the issue in the morning as this is when it was due to be completed, however, the customer had called and explained he really needed his vehicle back asap.

When Jason heard of this he took it upon himself to figure out what the issue was and rectify it as soon as possible. The customer was already waiting in the café and beginning to become a little agitated. As a precaution, we had decided to find the customer a loan vehicle, however, by that time (now 18:45 pm) Jason had resolved the issue. The customer was made up and extremely grateful and thanked Jason personally as well.

After recently collecting a Cayenne Hybrid from Porsche Centre Silverstone, Mrs Waud called the business extremely distressed. She was waiting outside her children’s school and was faced with a car that wouldn’t start and a red warning light informing her of a Hybrid fault, with instruction to have the vehicle recovered to her nearest Porsche Centre.

She spoke with Amber who reassured her we’d do all we can to assist, and put her mind at rest. Amber spoke to Mrs Waud’s Sales Executive, Sam Edmonds, and they leapt into action. Amber spoke to Porsche Assist who arranged for the Cayenne to be recovered within the hour and an emergency vehicle delivered so she could get her children home safely.

In the meantime, Sam jumped into a Porsche Macan and drove straight to meet Mrs Waud at her home in Dorset some two hours away. He collected the relief car and left the Porsche with her until her Cayenne was ready to go back.

Additionally one of the client’s children was unwell at this time so Sam arranged for the Waud family to have Sunday Lunch out once he’d recovered. He delivered their Cayenne back with model cars, caps and a few other goodies for the family.

Whilst out on road test, Josh saw a car approaching him on the wrong side of the road, the car then veered left going into a hedge by the edge of a field.

Josh immediately stopped his car so other road users could see there was an incident. He then went to see if he could assist the driver of the car and inside was an elderly gentleman in a clear state of shock. The driver’s door could not be opened as it was stuck against a trunk so he called the emergency services and managed to gain access through the passenger door.

Josh comforted the gentleman until the Police arrived, reassuring him he would be ok. The Police commended Josh for his caring attitude as most people turn the other cheek these days.

Well done Josh.

Martin Baird called in late on a Monday to say he had left his phone in his car when he dropped it off earlier at the Service department. He really needed it back in time for his 7am flight to Barcelona the next day.

Ana stayed late to locate the phone and organised for a member of staff who was doing an event to hand it over to Mr Baird.

Mr Baird was both delighted and relieved to be reunited with his phone.