Customer care duo: Mandy Colby (left) and Michelle Williamson keep Silverstone Leasing clients supported from first enquiry through to aftercare.
It’s always good to have a nosey behind the scenes of a busy workplace. Business Times spent a day with Silverstone Leasing’s customer care duo, Mandy Colby and Michelle Williamson, to see how they keep clients at the heart of everything they do. Mandy is a customer care executive and Michelle is the customer care manager. Together, they ensure that every customer receives a personal, timely service — not just when a vehicle is ordered, but throughout the entire journey.
A staggered start
Mandy’s alarm rings at 6.45am and by 8am she’s in the office, catching up with fellow executive Amber as they share a busy inbox. Urgent queries are dealt with first to make sure customers receive fast responses.
Michelle arrives at 9am after the school run and checks that everything is running smoothly for the day. Together, the pair prioritise the workload so that all enquiries are answered on the same day wherever possible. Calls are shared across the team so whichever colleague picks up the phone can help immediately.
Customer comes first
“We’re not machines, we’re people — and so are our customers,” said Michelle. “It’s important to build relationships. We treat people how we’d like to be treated ourselves.”
For Mandy and Michelle, customer care is about honesty, friendliness and managing expectations carefully. That approach, they say, is what makes clients return to Silverstone Leasing time after time.
Short screen break
The team are based at Preston Deanery, surrounded by rolling countryside — the perfect backdrop for a lunchtime walk. Lunch breaks are staggered so the phones are always covered, and sometimes the stroll doubles as a chance to record a video for social media or collect treats for colleagues.
Back at it
Before Michelle leaves at 2pm for the school run, she and Mandy have a quick catch-up to ensure any urgent matters are dealt with before the end of the day. If needed later, they connect via Teams audio to stay in touch.
“Even on the difficult days, we love working here,” said Mandy. “It’s a supportive environment with a real family feel. We all get on and work well together — if we didn’t, it simply wouldn’t work.”
Beyond the day job
After hours, Michelle enjoys cycling and gardening, while Mandy takes walks with her husband Neil and their dog Hiccup or catches up with family.
But during the working day, their focus is firmly on customers. From delivery paperwork and finance documents to aftercare long after the vehicle has arrived, Mandy and Michelle ensure clients enjoy a complete, end-to-end service.