Michael never shies away from tending to customers’ needs, even outside of normal hours. Recently he attended to a customer’s property approx. 50 miles from the dealership to change a faulty battery. The customer’s recovery agent was unable to attend due to the vehicle location and limited access. Michael made the 3 hour round trip to fit a new battery and keep the customer mobile.

The customer was very pleased with the level of service he received from Michael.

I wanted to drop you a line to compliment you on your staff and express my thanks for the quality of their service. I popped into your premises today to have a minor repair carried out on my car and I was given a very warm welcome by your reception staff, Stacey and Isla, who were most hospitable and engaging. The repair was done very efficiently and much quicker than expected. I bought my car from JCT600 Leeds at the end of November and there have been a few mechanical issues with it since then. As I live in Worcester, I chose to have it looked at in Birmingham. The service I have received has been quite simply excellent – well beyond my expectations.

I would like to make mention Sarah Parsons in particular, whose professionalism has been outstanding. I am forwarding an email I sent to her following the recovery of the car to Sytner just before Christmas when there was a problem with the thermostat. Obviously, I have shown my appreciation to her in person, but I believe it important to make senior managers aware of the excellence shown by their staff and the impact this has on customers.

Mrs S is a regular customer and recently had to bring her car in for some bodywork. She always mentions how great the Service at Bentley Leicester is, but this time was so impressed, she wrote into our Head of Business to inform him of the consistent service she receives from James.

We are always treated professionally and in a friendly manner. We have been going to Leicester for some time and the standard of professionalism has never failed. James Horn always phones to confirm everything before we bring the Bentley in and he communicates with us effectively while the car remains at your site.

It’s always a pleasure. The coffee and customer interaction towards us is great!

Thank you to the team for their support!

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.

Mr B came into the business on a busy Saturday. Whilst he waited to see a sales executive, Jess ensured he was looked after with refreshments and kept him informed. Mr B spoke to a sales exec and later purchased a car. He made a point of expressing how he’d been looked after and that Jess was a real credit to the business.

Reception girl on Saturday was amazing.
– Mr B

Angie works tirelessly to help ensure that vehicles are delivered on-time, every time whilst ensuring we present the best level of service to our customers.

Angie has a real eye for detail, her deal files passed our internal audit with flying colours and she often highlights potential risks with transactions to ensure that we are always fully compliant with Toolkit procedures.

Angie plays a hugely important role in this dealership and for that, we are very grateful!

A customer had waited many weeks for the Launch of a new model Maserati, the Levante 350. After many visits, he ordered a Granlusso version to his specification and finally concluded the purchase with the handover in October 2018. Unfortunately, within days he experienced a warning light which intermittently came on and then off. He met with Paul at Aftersales and, following a check, the car was considered road ready and the customer left happy. Within a week the same light appeared again but this time it stayed on! Paul then arranged a loan of a demo car with the help of Adrian. On this visit, we made certain updates and again considered the car road ready and returned to the customer. A pattern continued with visits to Aftersales with Maserati GB assisting at every step until a decision was made that a replacement car was required.

Our customer took delivery of a new Levante Vulcano this month, and this was the communication we received following the delivery:

The reason for writing though, is that I wanted to compliment Maranello on how they dealt with me throughout this difficult process… I was then put on to Paul Withers who dealt with the matter throughout – I found Paul friendly, professional and he kept me fully up-to-date at all times… I also cannot forget Adrian Jones who sold me my first car but even though it was unfortunate the car was faulty, the professionalism and quality of the service I have received from Adrian was second to none. I ultimately bought another Levante which was offered to me on favourable terms. I thought I should let you know that I was treated throughout in a very friendly, professional and helpful way, even when things were difficult. To my mind customer service is all about when things do not happen in a straightforward way when there are issues and the manner in which everything is sorted out. I have nothing but praise for all of the staff I dealt with, including your financial representative, throughout the whole process – I thought you would be keen to hear all of the above.

One of Neil’s very good customers was at the centre having their Porsche serviced. They had mentioned to their service advisor that they had just recently welcomed a grandson into the world. The advisor mentioned this to Neil in passing, so he decided to arrange for some gifts to be left in the car for their new grandson and also for the new grandparents.

Needless to say, when Mr & Mrs D picked up their car later that day they were absolutely thrilled with Neil’s thoughtfulness.

Well done Neil!

Glen and Mark stayed late in order to have a car ready for a customer collecting his vehicle who was coming down from Scotland. The car was having a Sports Exhaust fitted prior to the handover but the parts arrived late so it was all hands on deck the day before the customer was due to collect.

The car wasn’t finished in the workshop until last thing in the afternoon, and the customer was due in at 9am the following morning after coming all the way from Fife. Glen and Mark readily volunteered to stay behind in order to clean and apply Paint Protection to the vehicle, staying until 9.30pm. Upon collection, the customer was delighted with their vehicle.

Whilst this was a team effort, it wouldn’t have been possible to ‘Make it Special’ for the customer unless Glen and Mark had done what they did in staying late.

Well done and thank you to both.

Simon helped one of his customers pull off a double surprise for his family. The customer had purchased a Ford Fiesta for his son, his first ever car, and a Porsche 718 Cayman for his wife, and neither of them knew about the surprise. Simon covered both cars and managed to keep the surprise for them both up until a grand reveal of the cars, leaving the whole family in tears of joy.

When the customer completed our survey regarding his purchase and his reason for buying, he commented:

Looks, handling, performance… and that’s just Simon Ward. The car’s pretty good too. Hugely impressed with the team, they couldn’t have done more. And Simon went above and beyond to secure the sale and to support my crazy handover plans. I was really not a strong buyer at the start, but now my wife is a delighted owner!

Donna is fairly new to Porsche Silverstone and over the last month has really excelled herself.

We had a particularly busy month in January and on a few occasions Donna has come in early, stayed late and also worked the weekends she was supposed to be off. Donna has proven she is a real team player and has been nominated several times for this award this month by different members of the team which confirms how much of a valued member of the team we think she is.

Donna gets on with the job and always goes above and beyond with every valet, helping us to ‘Make it Special’ for our customers.

Matt Allen sold a 718 Boxster in the colour ‘Rubystone’ to Mrs B. Matt noticed her love for the colour as she was wearing a top in the same colour and also that she loved leopard print.

Prior to handover Matt went shopping and found a nail varnish which was the perfect match to her Rubystone paintwork, Matt also complimented this with a leopard print scarf to match her boots which she was wearing when she collected her new car.

The customer was overwhelmed and emotional with the attention and for the thought that Matt had put into handing over her car and making it so special and memorable.

Mr G S from Aberdeen booked his Grand Turismo in for brake repairs and needed his car back so he could chauffeur some clients to the Rugby Six Nations at Murrayfield Edinburgh. However, the car required much more work than was anticipated, therefore his car would not be ready in time.

Not wanting to disappoint his clients he asked Ricky if there was anything he could do to help. Ricky managed to juggle his loan fleet so that he had a Maserati available to drive and Ricky also gave the client a bottle of whisky and a hipflask so that his guests could enjoy the full ‘Scottish Rugby Experience’. The client was over the moon and thought the service he received was outstanding, considering the late request.