Chloe always goes the Extra Mile with any person who enters our business regardless of the nature of their visit. I have had comments from delivery drivers up to customers collecting £200,000 cars and she treats every single person with the same level of service and respect.

This particular event involved making a very memorable experience for a young girl and her father (who weren’t purchasing customers):

This is a message for Chloe and her manager. I was in the area visiting some family and whilst in Leicester and being a Porsche fan, my 9-year-old daughter and I thought it would be nice to visit the local Porsche dealership. We were pleased to see you had a great stock of cars and my daughter was taking pics – she was very impressed with the 992 Turbo S in Crayon! But what made the visit to your dealership extra special was the politeness and warm welcome provided by Chloe.

We were greeted nicely and before we left Chloe very kindly presented my daughter with some posters and a Porsche pencil. This was something we weren’t expecting and was a very pleasant surprise. Not even our local Porsche dealer in the West Midlands has done this, so Jasmine (daughter) will always remember this trip of hers to Porsche Centre Leicester. I just wanted to take this opportunity to say thank you and provide some positive feedback for Chloe. I have a 992 GTS on order with another dealer, but with this level of service at your dealership and the fact I visit Leicester a fair amount due to my in-Laws being here, then I may use your dealership for servicing in the future.

The best customer feedback you could receive from a sales customer:

I became a Bentley owner today for the first time and I cannot thank the staff enough at Bentley Manchester for the way they looked after me. The moment I walked in, a lovely lady greeted me and kept me in supply of wonderful cups of tea. James Walker who sold me the car was absolutely superb from start to finish and the experience was the best I’ve ever received from a car dealership. The level of professionalism shown today and the whole experience of buying an iconic Bentley has left me delighted and with a huge smile on my face.

Thank you Bentley Manchester.

Francesca has been with us for a short period of time and is new to selling Ferrari products. We have had some amazing feedback from clients and feel she deserves to be recognised.

Hi Stuart I trust you’ve had a good weekend. I just wanted to say a huge thank you to your team for the experience I’ve had over the last few weeks purchasing an F430 from Graypaul Birmingham.

From start to finish the process was exceptional with some of the best customer service I’ve experienced, certainly setting a bar for others. Frankie Dearing was my sales executive and she’s an absolute asset to your dealership, she kept in touch throughout and I genuinely felt she went above and beyond to make the purchase of my first Ferrari a memorable one, overseeing every last detail. I appreciate there were many others involved in making this happen; your reception staff were always fantastic, the mechanics that serviced and MOT’d the car, bodyshop that did an amazing job on the bodywork and sorted out the bits I’d pointed out (Frankie assured me they’d already been spotted anyway on pre-inspection), valeting guys making it look like it did when I collected and I’m sure there were others I wasn’t even aware of. Could you please pass on my thanks to everyone in those departments for what feels like a very personal service.

If I’m aware of anybody looking to purchase a car in this category I would pass them Frankie’s number without hesitation.

Hey Frankie/Neil, I just opened the bonnet to find the gifts that you had put in. Thank you so much for taking the time to do it, the kids adore the Lego and I mean adore it, (thanks for tying up my Friday night building it), equally thank you for the umbrella, hats and the candle, it really means so much for that personal touch, thinking about the kids and what part they play etc. It means more to me than the car or the experience when I come and see it and that’s what a ‘true quality brand’ looks like, the car sells itself but there’s so much more to it than that. Fair play, you properly knocked it out of the park on this one, not to mention that the car is simply exceptional!

Have a great weekend and thank you for some pretty exceptional service, I’ll be sure to reflect it with Stuart and any remedial survey from Ferrari.

Terry has done an amazing job during Covid. He has had some fantastic comments from clients that have been nervous regarding the collection and delivery of their cars. He is always willing to go above and beyond to ensure clients are extremely satisfied.

My writing to you in praise of your people. I wanted to briefly express my appreciation of your man Terry and how he helped me out today. A bit of background. Your transporter truck would not fit through my drive entrance, so when Terry comes to collect my Ferrari we have a routine where he parks the transporter on a nearby stretch of straight road, I drive my California the half-mile or so to where he is parked and then walk back to my house. It works well and we employ the reverse procedure when he brings the car back. Now, of course, you have the covered trailer, but we’ve kept to the same routine because it’s quite wide and it would be difficult to manoeuvre through the entrance as the country lane on which I live is tight at that point. Today Terry delivered back my car after service/MOT/pre warranty inspection – he called me on the phone to say he had arrived at the rendezvous point. I mentioned that today we have people viewing our house, and though the estate agent is handling it, I need to bring the dogs with me, as they need to be out of the house during the visit – so I would be a few minutes getting their stuff together. Quick as a flash Terry volunteered to unload the car, drive it to my house, and then walk back to save me the bother….which frankly helped me out a lot. During these COVID times, I guess Terry is the face of Graypaul for many customers. That’s certainly true for me, as I haven’t seen any of your team face to face since bumping into Richard in Maranello in October 2019.

Mr T was due to pick up his new Roma on Saturday afternoon but unfortunately, there was a coach fire on the M1 Southbound closing it and he got stuck in the traffic.

He called James to let him know that he was on his way but could be a little late. This turned into a lot late, and James, knowing this was the client’s first Ferrari said that we would stay an hour late to hand the car over. James and Gareth kept in touch and waited until 6 pm but at this point, the client told them both to go home as he was still stuck in the motorway services as he was travelling by coach on his own to collect. James stayed in touch with the client and took the decision at 7.30 pm that he would drive to services an hour away and meet the client and bring him to the dealership where he met Gareth who had come back in to open and at 10 pm, the client drove away in his new car.

It was the client’s birthday on Sunday morning which is why James and Gareth wanted to ensure he could take his new car and make his birthday special.

It was near the end of the day after a busy Friday when we got a call from Mr S who had been on holiday and on his return has found that his Maserati wouldn’t start. The customer was distressed as the car was being used for a friend’s wedding on the Saturday morning but the customer had no way to get the car started.

Harrison overheard the conversation in the service office and offered to drive out to the customer to try and get the car started. Harrison drove to the customer’s house with a battery and jump-started the car but the battery had failed. Harrison fitted a new battery at the customer’s house, reset all the car’s systems and managed to get the car ready for the wedding.

The customer rang on the Monday to say how great Harrison had been and he said it’s the best service he has ever received.

Our Service Advisor Allan Robertson dealt with a customer who had experienced problems with his car and was not happy with the experience he had at another dealership. After listening to the concerns Mr Armstrong had, Allan wanted to make sure he left Porsche Centre Glasgow with trust in our service and a positive experience. On the handover from our Service Department, Mr Armstrong was delighted that his car had been fixed to the Porsche standard he had hoped for and to his surprise, Allan had placed a Porsche goodie bag in the car. Mr Armstrong was delighted with his Porsche flash and keyring with a personalised note from Allan.

Mr. Armstrong wrote a google review to thank Allan for his service.‘New to Porsche since August 2020, poor experience dealing with another Centre and with ongoing concerns about the car enquired with Glasgow. Got immediate call back from Ian putting me in hands of Allan Robertson who has been superb throughout. Car was given a very thorough review finding several issues not previously picked up and resolving the ones I was concerned about. Despite some unexpected delays Allan was in control throughout, attention to detail, thorough, great communication and clearly doing everything he can to look after the customer. Now feel in very safe hands going forwards with both the dealership and Allan.’
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Dear Mr Dickinson,

I am writing to commend you on the exemplary aftersales service we have received from your dealership, and notably the remarkable assistance provided by Rebecca Harris.

It has been my experience that complaints solicit a rapid written, or verbal, response, whereas the efforts made are often overlooked, ignored, or considered as the norm. Rebecca has visibly embraced and exemplified the higher level of service principles by communicating regularly. In the various companies I have run, the basic mantra I have instilled in everyone is to communicate even if one does not have the information. It would appear that your dealership has adopted this culture.

Rebecca ensured that we were kept abreast of a search for a tricky sensor, and did not place any pressure on us to return the courtesy vehicle immediately once it was found, and the kind offer of some gifts as compensation for the delay in finding the elusive airbag sensor was a remarkable commercial touch, which can only further ingratiate your dealership with us.

As you are no doubt aware, it is with actions, and experiences such as these that you will be assured that we will be purchasing our next vehicle through your dealership.