On Friday last week, one of Chris’ customers turned up without an appointment wanting to measure the boot of a Macan before he collected his on Saturday.

Since Chris was busy, Amy grabbed a tape measure and spent some time outside with him and his wife measuring the boot spaces.

When they looked in the Macan, there happened to be a bespoke boot liner inside which came when we purchased the car from the previous customer.

Now his face absolutely lit up when he saw that such a thing could be made and they had a lengthy conversation about his golfing and how it would be perfect for his golfing buggy.

So speaking to Jamie to make sure it was okay, (and with the help of Lydia) Amy removed it from the vehicle, got it all clean and put it into his new car ready for collection the following day.

Amy wasn’t there when he collected his car but he came in today and greeted her with two boxes of chocolates and many many thank yous, showed ushis nice tidy boot and kept saying how much he loved it.

Megan started with us on January 4th of this year and has very quickly become accustomed to our way of Making it Special with our customers.

Megan quickly identified that our customer Mr & Mrs Mcleod had always fancied trying “Pirate Grog Rum” so after a quick google search Megan was able to source a bespoke gift in a little box that came with a personalised scroll with a lovely message for the handover. On top of this Megan also found out they had always wanted to try eating at the Dome in Edinburgh and we organised afternoon tea for two.

This was very well received by Mr & Mrs Mcleod and I feel that only two weeks in at that point it was a great way to find out those little pieces of crucial information that really make it special and bespoke for our customers.

Megan is been a strong, key member of the team and is very much involved with all of our customers.

I’m looking forward to seeing other 5-star reviews with Megan onboard and exceeding their expectations.

Mr & Mrs Mcleod were very happy and appreciative of the gifts. They thanked me, Stuart and Megan for the thoughtful gifts.
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We had a customer come in yesterday to collect his new Macan and whilst Yasmin was making him a coffee he mentioned that he had just become a proud Grandfather for the first time to a new baby boy!! After looking at all the baby pictures Yasmin remembered that we had a cute outfit on display in the showroom so had it boxed up and gave it to him as a gift for his new Grandson!! He was delighted and very touched by the gesture.

One of our customers who frequently comes in has fallen ill in Hospital with Pneumonia. His son is bringing his car in for some work to be done on the 6th of Feb and we thought it would be nice to order him a box of Biscoff as we have noticed he always asks for a Latte and some Biscoff when he comes in.

Jake had collected our customer’s vehicle from home on his way to work in the morning. During the conversation, the customer had outlined their plans for the day as it was his wife’s Birthday. They had planned a champagne breakfast at a nice restaurant in Derbyshire. This customer had spent circa £4k with us in the last two years.

Jake called the restaurant and agreed for the account to be settled by our accountant (circa £70.00). When the customer asked for the bill when they had finished, the waitress announced it had already been taken care of by Aston Martin Nottingham. Both the customer and his wife were overwhelmed and called from the car park to say that nothing like this had ever happened to them before! Absolutely delighted.

Overwhelmed, delighted and made a special day even more special.
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Mr R, a great previous client was picking up his new car from Emily. Knowing that the client is always very well dressed when he comes to the showroom in a suit, shirt and tie, Emily sourced and ordered 2 new Silk Ties for the client and also had them monogrammed with his initials.
The client was over the moon and said it was touches like this that make him come back to Graypaul. Congratulations Emily for going the extra to make it special.

Robyn had superb feedback from a Porsche customer but not a Sytner customer.

This could have gone very differently had Robyn not been tenacious in her pursuit of helping the customer.

This was above and beyond getting the car fixed, charged and the customer refreshed leaving with full knowledge of how their car actually works.

“There are few times these days where one meets someone quite like Robyn and she is perfect for a brand like Porsche, she goes beyond what one might hope for and has certainly made me question why Porsche Tonbridge cannot operate in the same why as whilst they are nice people there, they just do not deliver to the same level as Robyn”.

Well done Robyn!

Good Morning, I wanted to send an email to say thank you for the first-class customer service that I was lucky enough to experience on Saturday morning. I have a Taycan that I bought from Porsche Tonbridge, to be honest, it has been a nightmare as there is clearly a problem with the charging units and general electrics- it has been ongoing for several months. I was up in Leicester ( my old home town) for the rugby and trawled the city, finally finding a high-speed charger, however the left-hand port would just not open, the right one has been stuck open for a couple of weeks, and nothing was working. I could not get the car charged at all and called your dealership in desperation. I was told by reception that you would make an exception and allow me to come over and get a charge, I arrived with just 5 miles range left and with a 148-mile journey ahead of me. I was met by Robyn who clearly loves her job and is an absolute credit to your dealership, Lauren found a technician and he was able to both open the left hand port and close the right hand one, the car was put on charge and Robyn spent the next hour and a half setting me up with a new account and teaching me how to use many of the features that I did not understand or even know the car had. She accomplished more than one of the times when my vehicle was taken in by Porsche Tonbridge for over two weeks and I was able to get home safely. I know a bit about customer service as I own the UK’s largest independent catering and event management company, I am involved in Formula I as well as many other sports and we deal on a very high level. Robyn is knowledgeable, empathetic, smart and focused, she made what could have been a very dreary experience enlightening and pleasant, I left with coffee, a brownie and a couple of oranges for the long journey. I left with more knowledge than I arrived with and felt really well looked after. I have Ferraris and Maserati’s and have been taken care of by HR Owen, Bentleys, Aston Martins and many Porches, I have never had such a good customer experience. There are few times these days when one meets someone quite like Robyn and she is perfect for a brand like Porsche, she goes beyond what one might hope for and has certainly made me question why Porsche Tonbridge cannot operate in the same way as whilst they are nice people there, they just do not deliver to the same level as Robyn. Thank you to the dealerships and with special thanks to Robyn,
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Ewan & Megan came together to create a memorable handover for one of our best clients.

They were in collecting their 2 of many cars they have (a collection of over 20 including Bugatti)

Ewan set the cars up in the showroom, blocked them off with ropes and poles creating a VIP section in the showroom.

Ewan had remembered from his interaction with the client, he is building a garage and calling it his Bakcave ( all his plates are BAK***) He found the client’s logo and put it on the big screen for his arrival.

The client came with many friends and family, and they were all blown away.

The family commented saying, they have collected many cars, but never experienced anything like this. The client reached out to Sid separately to thank the team for going above and beyond commenting the whole family will remember along with their social media followers as they streamed the whole thing.
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Ewan & Megan came together to create a memorable handover for one of our Top clients.

They were in collecting their 2 of many cars they have (a collection of over 20 including Bugatti)

Ewan set the cars up in the showroom, blocked them off with ropes and poles creating a VIP section in the showroom.

Ewan had remembered from his interaction with the client, he is building a garage and calling it his Bakcave ( all his plates are BAK***) He found the client’s logo and put it on the big screen for his arrival.

The client came with many friends and family, and they were all blown away.

The family commented saying, they have collected many cars, but never experienced anything like this. The client reached out to Sid separately to thank the team for going above and beyond commenting the whole family will remember along with their social media followers as they streamed the whole thing.
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Shaun has demonstrated a real desire to make sure every customer’s vehicle is right the first time and ensure the highest level of customer satisfaction.

We have had Mr Lansdell’s Bentley in for quite a substantial amount of repairs where Mr Lansdell waited in the dealership for 3 days whilst the works were completed on his Bentley. Shaun made Mr Lansdell’s visit an enjoyable one and kept Mr Lansdell informed throughout the entire visit.

Amanda / Chris, I am pleased to be able to report, that Charlotte Bentley made it home safely. She drove like a new car, with the suspension and steering all firmed again. Amanda, my wife Alison was absolutely delighted with your lovely gifts, thank you so much, also many thanks for hosting me on site for the whole repair and overhaul event. Also many thanks to Miss Jolly for her courteous attention to my coffee needs. Please convey my grateful thanks to your technicians, Sean, Andrew Innis and the young apprentice (whose name I didn't get) for their dedication and professional workmanship in restoring my Flying Spur back to full roadworthiness again. I also offer my sincere thanks and compliment you and Chris on your professionalism in the running of your service department. I am always suitably impressed by the excellence of your Bentley showroom and the polite and friendly attitude of all the staff. It may seem like an outdated view these days, but the whole set up as displayed at Bentley Edinburgh, instils confidence in the customer, that their vehicle is in safe hands and that the quality of the care and attention is second to none. I would have no hesitation in recommending to my associates the purchase of a Bentley vehicle from Bentley Edinburgh and the superior high quality of the after sales service and maintenance provided by you. It's the people on the front line that make the difference. Many thanks again for a very pleasant experience and a valuable learning curve on my part. I am off to Houston Texas on Friday morning, to an offshore drilling rig, for a long period of carrying out maintenance on subsea well control equipment. Myself and my own engineers aim to provide a "Bentley" quality service to my clients.
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We recently delivered a new Ferrari 296 GTB to Mr Jordan. Mr Jordan is a well-known Sytner customer locally and has a collection of supercars all from Sytner including Ferrari, Porsche and Lamborghini with a collection of around 15 cars which he changes regularly.

As the customer has a very individual specification and he was enjoying his new Ferrari so much he can’t stop driving it, we felt that we wanted to recognise this with something different. Bethany is a keen artist in her spare time and she decided it would be so special to draw him a personalised picture of his Ferrari. Bethany spent over a week drawing a stunning image exactly to the customer’s specifications, down to the finest detail including his cherished plate. We then framed the image and presented it to him on his next visit. The customer was clearly overwhelmed by this gesture as nobody had ever done such a thing for him before.

Mr Jordan was amazed by not only the thought but also the detail in the image. He couldn't wait to show his wife and friends and that the picture was going "take pride of place in his car storage unit"
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