James took a call from a customer looking for a used Maserati. They had never purchased a Maserati before and obviously wanted to drive a car before going any further. They had seen a used car in our stock but lived in Norfolk. James discussed them coming down here but the distance put them off, so, he decided to take the car to them to show them.

They ended up purchasing the car and left a great comment for James.

This really is putting customers first.

James Smith of Graypaul Maserati went above and beyond to ensure that we had a great experience. He brought the car some distance to demonstrate it to us and once we'd agreed a deal, had it delivered too. Given that he is in Birmingham and we are in Norfolk, we really appreciated this service. He kept us updated throughout and met our timescales every step of the way. A true professional.
– Mr P

Mrs H sent online feedback regarding the recent purchase of their Maserati with Paul Holmes.
The quote says it all, well done Paul!

Posted on behalf of my husband: I recently purchased a vehicle from this dealer and have to say this is the best customer service I have ever received…ever, for any product. Initially I did think maybe I am being overly generous but frankly, this statement is totally true. I cannot recall better service when buying any product full stop. The salesperson I spoke to was a guy called Paul Holmes he, in particular, was fantastic in not only providing me with a car that suited my personal needs but also acting as a port of call even after the purchase was made to answer any simple questions. He made the whole process of buying a car fun and exciting. When I have bought cars in the past; normally they just hand you the keys and say bye. In this case, he gave an in-depth overview of the car and even made sure I understood the controls etc before I left. Nothing was too much effort for these guys and they were exceptionally polite and easy to chat to. I would definitely recommend this dealership. There were many little personal touches such as taking time to chat to my kids and even the dealership manager coming out to give his thanks for my business which I think shows a real touch of class that most dealerships miss.
– Mrs H

Our accounts assistant, Pat helped a customer avoid travelling 140 miles to give bank details, as she was unhappy to provide these via email which is what we request to enable payment to go through and confirm via telephone too.

Even with Pat explaining that we could only pay into the bank account with those details, the customer did not feel confident in providing these via email.

Pat rallied around to try her best to enable us to be able to pay via telephone voice recording with her bank details, finally getting this authorised by the Head of Business and Divisional Finance Controller as the Accountant was on annual leave.

The customer, to say the least, was extremely happy not having to travel that far to just provide these details.

Our Head of Business received a phone call from Mrs M thanking Pat for her assistance.

Mr P visited the showroom looking to purchase a Maserati. It was his first experience with both our brand and business. Steve did an exceptional job making him feel at ease and walking him through the process of purchasing a Maserati, resulting in an amazing Google review.

The service we received from the second we walked through the door to collect our car was absolutely remarkable. Steve who looked after us was very aware and acknowledged about our car and provided us with the best service possible and was as good as a star, making the whole experience enjoyable and not only did he do it in the best way possible but also made us laugh quite a lot. Would thoroughly recommend this place.
– Mr P

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

Mr R took delivery of a Ferrari 488 Challenge car from us but had no technical support in place when he wanted to track the car.

Jack volunteered to go to Silverstone in his own time to help support John for the day. He set the car up and gave advice on how to use the car. He was there for the day with Mr R.

I just wanted to thank Jack for his professional help and advice at Silverstone. He went out of his way to ensure we were all set up and safe. He's a real credit to your business.
– Mr R

Mr C had made an enquiry on a used Ferrari F12. He’d spoken to Richard on a few occasions about him struggling to view the car. Mr C also said he was recovering from a serious illness. Richard offered to make it easy and open up the business on a Sunday. Mr C came in with his son, drove the car and subsequently purchased it.

I'm extremely grateful that Richard came in on a Sunday to show me the Ferrari. I have had many Ferrari's over the years and have found the service offered by Graypaul Birmingham to be exceptional.
– Mr C

Mr M collected his new Maserati from Steve and on handover, Steve found out Mr M was staying in Birmingham for the evening, then going on a driving holiday in Italy. Steve arranged for him to dine at a local restaurant and sent a bottle of Champagne during his meal. On his return, the customer sent a really nice email to Steve.

First of all, we would like to thank you for your warm welcome, the presentation of the car and most of all your gesture for booking us at GUSTO and, to top it up, a bottle of Champagne. All this is something to remember. About an hour ago we arrived in Pompeii, Italy where we will stay for the night. We have experienced rain during our voyage but the car keeps going steady at speeds between 80 to 100mph. 
– Mr M

Mr BH’s car was with our bodyshop having a minor repair. His wedding anniversary was on Saturday and he wanted to take his wife to a nice restaurant ideally in a lovely car but didn’t have his Ferrari.

On hearing about this James organised for him to use our 488 GTB demo for his anniversary dinner and got him a card and present from Graypaul Birmingham as well. The customer was over the moon and loved the personal touch.

We sold a client a Ferrari California some time ago, and recently he has had a few issues with the car. He lives about 100 miles from the business so we collect and deliver it on our truck. The client is very particular and sensitive about his car, so we ensured our driver could collect the car on our truck. On arrival, Terry realised that the truck would not go into the customer’s drive so, to alleviate the customer’s nerves, Terry discussed parking the truck down a side road and driving the client’s car to the truck.

I just wanted to go on record to say what a smooth, friendly and efficient service this has been. I also wanted to make a special mention of Terry, who is a superb ambassador for your business. When the transporter arrived on Tuesday last week, it was too long to be able to turn into the gate on my property. I live on a country lane, which is probably at its narrowest just outside my house. Terry was calmness and professionalism personified and, once he had extricated the truck from the gate opening, he looked for a solution to the problem. In the end, we used a short stretch of road close to the local pub to do the loading and we repeated the exercise today as the car was returned. Terry indicated that he provides the collect and delivery service for other customers in the Yorkshire area. Given that it has been so convenient for me, I would be very interested in maintaining the relationship with Graypaul for future service work rather than going to the obvious provider in Leeds. If I were to book future service and repair work with you, what would be the cost for the pick-up/delivery service?
– Mr D

We have lots of requests to come to the showroom and never turn them away. We found out that Michelle wanted to bring her son down as it was his birthday and he’s mad on cars. When he came down, we showed him around the cars and gave him a Birthday card with a few gifts from us.

I just wanted to say a massive thank you to Sally and Gemma for the opportunity to pop down on Wednesday and look around with my son on his birthday. My son has not stopped smiling since you both made his day! The gift and card you gave him was fantastic, he was over the moon. Thank you both so much, the service was amazing!
– Michelle

Richard took a call from Mr O looking for a specific Ferrari. As the conversation went on, Mr O explained to Richard how many Ferraris he had bought over the years and how bad the service he’d received was. He lives in Lancaster, so a good distance from us.

Further to his conversation with Richard, he came down to the business and subsequently purchased the car. He was introduced to our Business Manager and Head of Business, to which he remarked he’d never done before in his purchase history.

Just a short email firstly to say thank you for introducing yourself the other day and giving me a wide range of information on the Ferrari products, especially the 812 and how to spec it. Secondly to say how pleased I have been with Richard during my F12 purchase. He has been extremely helpful, knowledgeable and courteous throughout from start to finish. As I said to you, I've bought a lot of cars in the past and I would like to reiterate to you that my dealings on the car through the whole process, from Richard, Helen and yourself have been second to none. Would you please pass on these comments onto Richard. Wishing you, your staff and your dealership every success in the future.
– Mr O

We had a service customer having his cambelts replaced on his Ferrari 360. Unfortunately, additional parts were required and would not be here until the following week. Mr H had his local village charity fete on the Saturday which he was taking his vehicle to so he could display it for the children attending.

Justin spoke to the Sales Manager, not wanting to disappoint Mr H and the excited children, and we lent Mr H one of our 488 demonstrators to take to the fete instead. Mr H was over the moon and could not wait to see the excited children.

After their experiences of the purchase of a new Maserati Levante by Paul Holmes, Mrs G sent an email to the Head of Business.

I purchased a new Maserati Levante on Monday this week and I wanted to send an email to express my gratitude to the excellent service myself and my husband received from your team and mainly from Mr Paul Holmes who sold us the car! We visited the showroom 3 times and each time was pleasurable. The first time we turned up at the weekend late and didn’t expect to really see anyone so late in the day but were still welcomed in and we spoke to the ladies on the desk who were lovely and that is when we met Paul. He arranged for us the have a test drive in the Levante the following week and it all went very well. Paul is a real credit to you. He was so patient and calm and the test drive was very well handled and both my husband and I felt in very safe hands and very safe driving. We thoroughly enjoyed the test drive and when we got back to the showroom we were keen to listen.

I have to be honest when we arrived that morning we were not planning on making any decisions that day but after 5 hours we were signing on the dotted line. Now that was not because we felt pressured in any way it was because Paul was so helpful and so determined to try and make it work for us that he truly did deserve the sale. He helped with my options on my Mercedes and with the deal that we were offered we agreed to hand the Mercedes back early. Top salesman I’d say! Even when we were thinking about what to do, Paul still didn’t make us feel pressured he gave us space and time to reflect. In the end we agreed a sale and it was a pleasure to give Paul the sale.

Following on from this Paul kept in touch regularly and arranged for us to collect the vehicle on Monday! Very quick and very prompt. It was a very nice surprise to see the car all covered and with a sign up for us. It was very kind to give my 3 boys a cap and a beautiful Jo Malone diffuser for me, a nice touch! Paul explained every aspect of the car in detail and nothing has been too much trouble. I will be telling everyone about the high service I have received and showing off my new wheels. I think it’s important for people to get recognised for their service and Paul deserves the recognition.

– Mrs J G

As a loyal Maserati customer, when Mr B ordered his 3rd Maserati, a very special replacement for his Grantourismo, James wanted to make his handover experience as unique as the car Mr B had ordered. When Mr B ordered his first Maserati Grantourismo 4 years ago he received a calendar from Maserati which he enjoyed. However, despite James’ efforts, Maserati have not produced one since. So when the beautiful car arrived from the factory unknown to Mr B James arranged for a professional photographer to take his Maserati off-site for a bespoke photo shoot. James then used a selection of the images to design a calendar for Mr B which James handed over as a gift on the day of collection, along with a memory stick with all the images from the photo shoot. Mr B loved his new car and his special handover gift.

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 Khera was due to collect his new Ferrari from the showroom. He explained that it was his daughter’s birthday and asked if she could come along for the handover.

Along with making arrangements for the handover of his new car to Mr Khera, John also arranged a card and a Ferrari teddy as a birthday gift for Mr Khera’s daughter. As you can see from the photo, she was very excited.

It was an amazing day. It was very special as we walked in were greeted with birthday wishes and a teddy, so nice. Thanks to you all.
– Mr Khera

Mr Thompson was in need of his car for an event and was sceptical about whether or not we could get his car ready on time, due to his experience with another brand.

Hayley ensured we communicated throughout the visit and, more importantly, that the car was ready on time. We received a really nice email from Mr Thompson commending Hayley.

Good morning Daniel

I hope you are well and had a good weekend. I wanted to drop you a line in recognition of the great customer service I have received from Hayley, specifically in the last two weeks, but also in general during my dealings with Graypaul Birmingham. I bought my first ever Ferrari a couple of years ago and following a really poor experience with Aston Martin customer service, I was unsure of what I would receive from yourselves. I have to say I was very pleasantly surprised and very pleased with how you and particularly Hayley dealt with me.

Hayley has always gone above and beyond and approaches all she does, including us as customers, with a great attitude and a clear passion for what she does. This was exemplified by how hard she worked last week to get my car back to allow me to meet my commitment to change my car a prime example of great customer service and of going above and beyond.

Hayley is a credit to your business and a great ambassador for Graypaul. Please pass on my thanks to your team and specifically to Hayley.

– Scott Thompson

Mr Powell’s Maserati was due to be collected from the dealership by Maserati Assistance. The collection transporter broke down meaning that a replacement had to be sent. The replacement did not arrive until 8.30pm. Daniel arranged a babysitter for his daughter and came to the dealership to unlock the site and hand over the vehicle.

Mr Powell was overjoyed as the vehicle was booked on a ferry to France the next morning at 8am! The vehicle had to be delivered to London during the night, leaving the customer amazed that Daniel and his team had done the ‘impossible’ to get his car back so that he could go away on holiday.

A BMW customer visited the showroom to view our cars and Gemma got chatting to him. He said he was looking for someone to put a clear film on the bottom of his new BMW to avoid stone chips.

Gemma told him about the excellent service we receive from Seven Star Wraps and she passed on Will’s contact details to him.

Although I had no dealings with the customer, I was there when he came in (with chocs) especially to thank Gemma personally for the help and advice she had given him. As a result, he had used Seven Star and was over the moon with the results. Gemma was on holiday at the time and he really wanted to pass on his gratitude. He said it was lovely to see how Sytner dealerships helped each other out regardless of brand.