Mr Raithatha suffered the second breakdown in a month on his recently purchased Ferrari California T. Mr Raithatha had the breakdown near Nottingham. Despite not buying the car from us or being local we took the car in and repaired it. Mr Raithatha had promised his nephew a day out in his new Ferrari on a Saturday and due to the short notice breakdown we had no way of getting it back to him in London. Ed from Service and Andy from Parts worked together to deliver the car back to London on a busy Friday night to a delighted client who could enjoy the car with his nephew that weekend, to top it off they took a couple of Ferrari caps one for Mr Raithatha and one for his nephew.

The customer was delighted and sent us a picture of his nephew wearing his new cap!
–

One of our customer’s little boy is a massive car lover and gets really excited visiting Ferrari. Our customer said it would be great if there were a way to recognise children when they come in to collect cars etc. So Safia organised a model car, a colouring book and some stickers but more importantly, took the time to  hand deliver it to him on her lunch break.

Firstly, thank you for taking my feedback on board. It is much appreciated and the gesture of dropping over the gift was pure class. (In fact, I have told a few people about it as I was very impressed). My son loved the car and the colouring book. I think children coming in would be delighted to receive something like this and I think it will go a long way with your existing Ferrari owners and any prospective owners.
–

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.

Georgie had heard that Richard Taylor’s daughter had passed her driving test and was super excited as her dad had purchased her a new car.
Georgie purchased a new White Company air freshener along with a signed card from us here at the dealership. Richard was a little taken aback by the fact she had done that and couldn’t thank her enough .

When speaking with Richard Taylor we found out this his daughter had passed her driving test, he was so proud to tell us and we thought it was only right we sent her a little congratulations gift from the White Company, to say well done.

Mr P was due to pick up his first New Ferrari, Emily had found out that it was the client’s birthday the day after the handover, but only the day before the client was due. She wanted to help celebrate his birthday, so got on the phone, arrange a custom cake for the client and drove to collect. On the day the client was blown away with the gesture of the cake and card signed by the team at Graypaul.

We had this email come through to the dealership early July. We had no idea who it was until we went on to CCTV and found out it was Rob. Something so simple and kind but clearly meant a lot to this person. Well done Rob!!!

I would like you, if possible, to convey my thanks to one of your employees. I’ll try to keep this bit short. At 08.30 this morning I left B&Q which is around the corner from you carrying 3 tubs of fence paint (36 litres). Not the best idea for a man of nearly 60, I was going to Honda dealership to fetch my car. At 09.00 I reached your dealership, I had to keep stopping to let my heart rate slow down and fingers to start working again. Anyway at 09.00 one of your staff was pulling away from the yard in a grey Maserati, he saw me and stopped, wound his passenger window and asked me if I was ok. I told him what I was doing and why I was struggling and he told me he thought I was having a heart attack and was checking if I needed help, he then offered to let me leave all my fence paint at the dealership so I could fetch my car and come and pick it up. All the way from B&Q to Honda I was in difficulty due to the weight and size of the tubs, (my fault for doing it) but your staff member was the only person who stopped to check on me and make sure I was alright. Please can find him and thank him. He is a credit to your company.

Andrew Foster came in with his son Conor. Whilst in the bar chatting with Ellie, Conor mentioned it was his father’s birthday the weekend of the event, so Ellie took it upon herself to sort some passes for them both. Conor surprised his dad with the passes for his birthday and later thanked Ellie expressing how much of a lovely time they had.

We helped Conor Foster, the son of Mr Andrew Foster; Ferrari customer…. To arrange the surprise for his Dad to attend the TSR Motorshow. He was extremely overwhelmed and grateful for the experience!

A good customer of ours came in and dropped his car off for service and stopped for a quick chat and a coffee. During the conversation it was mentioned it was his 14th wedding anniversary that day. It was very much a passing comment but one that Michelle mentally noted.
Once the customer had left Michelle arranged for a bouquet of flowers to be delivered that day to the client with a card from the team congratulating them on their anniversary.
I think the customers comments say it all.

Hello team,We are not sure who to thank, but THANK YOU for the stunning flowers delivered today for our 14th wedding anniversary, we are both a little taken aback , again, thank you!
–

James going all out for the customer and agreeing to be the driver for the day for the customer’s daughter’s wedding in his own time. James went to the customer’s house very early that morning and stopped all day making sure the customer’s daughter was where she needed to be when she was supposed to be there, This was also a surprise for her and this was a massive factor in making the day so special as she also knew how big a deal this car was and getting her big day right and making it so special too for her dad.

The customer was over the moon and thrilled James did this for him and also he was able to relax enjoy the day and show his Daughter and his New MC20 off
–

Mr Hill had requested through one of our hosts, Georgie, for some number plate stickers to affix a new set of plates to his car having transferred his private registration. Having been involved in getting the handover ready with the sales team, Georgia knew that the car was delayed at the factory which Mr Hill had taken very well. She also knew that his business was the breeding of birds of prey. Wanting to do something a bit more for him, she ordered a coffee table book on Falconry and sent it out to the client, and received the below email back to thank her.

Good morning, The Number Plate stickers have arrived this morning, thank you very much. A very special surprise has also arrived. WOW, WOW, WOW. It’s a book I don’t have and I will be looking forward to reading it cover to cover. Thank You and Everyone that has contributed to supplying me with a very special car. Please give my Thank You, to everyone at Graypaul Maserati. Thank You Again Richard Hill Falcon Mews Ltd
–

James had a customer call him with an issue that his battery was flat on one of his vehicles and was blocking all his garage and couldn’t get anything out and was in a bit of a panic as he had an urgent appointment he couldn’t miss.

So James jumped straight in his car in his own time with a starter pack and managed to get the car running so he could move it allowing the customer to get to his appointment on time.

Matt and Harry were called by the reception as they had noticed an elderly gentleman struggling with his car on the road outside the dealership.

Ongoing outside they found the poor chap had, unfortunately, had a blowout and was driving on the rim of his car without realising! The elderly gent seemed confused and insisted he had to get to the Honda dealer down the road for his MOT, Matt took the chap inside and sat him down with a coffee. Harrison proceeded to jack the car up and remove the damaged wheel and tyre.

Matt called Honda and spoke with the service manager to explain the situation, he arranged for a tech to bring a wheel down to get the car mobile so it could be driven to the dealer and he arranged for the gent to be taken down to Honda where he could be collected by a family member. The car and the wheel were fitted by Harrison and then driven down safely after a coffee or two. The elderly gent was also dropped down at Honda after his car and was then picked up by his family safely.

The customer called back later to say he was very grateful for our help and couldn't believe a Ferrari dealership would help someone in an old Honda.
–

Fantastic Job by Georgia encapsulating the Making It Special process:

Dear Nick,

I wanted to write to you to give you some feedback and to recognise some of your outstanding team at Graypaul Maserati Nottingham. My experience over the last two weeks has been the most impressive experience buying a car ever. I would like to particularly recognise Georgia Snowden who orchestrated the sales process. She was very ably supported by Emily who managed the test drive, Lee who managed and lead the team onsite and Gareth who managed the financial aspects. Everybody we met exuded pride in the dealership and created an excellent, efficient and friendly environment. Nothing was too much trouble.

I will tell the story in brief with bullet points to try to be as succinct as possible.

• Did initial research on the Maserati used car site and came across the Levante that had the colour combination and spec I was looking for after looking on and off for a while.

• My wife contacted Georgia to enquire about the panoramic roof to check if it was an opening roof. Georgia confirmed this and, unprompted sent a very nice video of the car with a focus on the roof and blind operation. No pushy follow-up, just the video and any questions contact me.

• Rang Georgia to set up a test drive which was done quickly and booked at my convenience.

• She asked in advance if we had a car to exchange as she wanted to make things easier administratively if so.

• We drove up from Reading to Nottingham and we were warmly welcomed by Lee and then met the reception staff and we were looked after with coffee by Emily at the reception desk. They created an excellent first impression and realised we had driven a good distance so they let us settle in and gave us time to enjoy coffee etc.

• Emily arrived and managed the insurance particulars and Lee advised that Georgia was on her day off but was coming in especially to meet us. That’s going the extra mile.

• The test drive was thorough and efficient with an excellent overview of the car’s features and I was able to drive on roads to get a good feel for the car.

• Back in the dealership we had another coffee and Lee completed the financial details with a fair price for my Range Rover Sport. Without being pushy he carefully explained the gap insurance and the value of GTechniq protection for the interior and exterior of the car.

• We concluded the deal and Georgia was on hand with all the paperwork to make it a smooth and seamless transaction.

• Date for the collection was agreed and four days later I arrived at the dealership for collection.

• Final paperwork was signed quickly. My Range Rover details were confirmed and then to the Reveal.

• I had a 45-minute business call I had to take so I was given a lovely private meeting room and coffee.

• I have never either buying a new or used car had a reveal where the car was fully draped and a plinth saying reserved for collection Mr and Mrs Colehan.

• The car looked stunning and the prep had been outstanding. Georgia gave me a full run through all the controls and set up my phone connection to the car and we ran through all the key settings. Ready for off.

• If that was not enough Georgia presented me with a Jo Malone gift for my wife and a Maserati mug for me.

• Journey home was fabulous and a call from Georgia 24 hours after to check all was ok was the final part of outstanding service

• Life is great with my new pride and joy, the Levante.

I wanted to write in detail and you might say… “that’s the service we give all our customers at Maserati”

For my wife and I, it was truly a unique experience so much more personal than at BMW, Mercedes Jaguar and LandRover where service is efficient and courteous but transactional. The team in Nottingham made us both feel very special, helped us buy into the Maserati brand and cultivated a special customer relationship.

I do hope that you will recognise the team for the outstanding work that they do. This was the best experience I have had buying cars over the last 35 years anywhere.

Best wishes to you and the team Nick.

Kind regards

Damian

For my wife and I, it was truly a unique experience.
–

Jordan hosted 10 clients at the recent Challenge Event at Oulton Park.

Jordan did a great job of making sure everyone had a full welcome and joining pack and hosted a busy itinerary in a way that all clients enjoyed and we have had some great feedback. He followed everyone up after the weekend to thank them for coming and to ensure everyone had a great time.

Hi Jordan, Yes we did thank you .. was a late one for you so I hope you had an easy drive home as well.Thank you for inviting us! I have to say the whole experience was fantastic. The hospitality and how you managed a busy day and between guests and race control etc was exceptional. All the guests we spoke with commented on what a good job you did so thank you. It didn’t feel like a hectic schedule from our perspective, though it must have been when you looked at what was going on so well done. It was a very inspirational weekend, and great to experience a bit more of the client racing side of things. I need to understand more about the challenge series for sure, especially now as it’s close to moving over to a new GT3 car. I’ve already had a quick chat with Emily. It’s likely I’ll be in on Saturday with Brook so if you’re about I’ll see you then. Thank you again for a great experience and for being made to feel a part of the wider Ferrari family.
–

Nigel had a good client Mrs G who brought her 458 in for the first service since she took ownership last year. Whilst talking to her and her young daughter over a coffee, Nigel found out that it was her husbands birthday. He quickly got a Ferrari Coffee table book that he had wrapped up and before the car went back he put it in the passenger seat along with some Ferrari Lithographs and a poster for her daughter. Mrs G was delighted and sent a lovely email in to say thank you:

Hello,

I just wanted to drop you a quick line to say thank you for the book and picture packs you left in the car for us. My daughter was very pleased with them. I have put the book aside for Rob’s birthday – he will love it. I also wanted to let you know how pleased we were with the service too – it’s not often you are quoted a price and the final bill is the same!

It was lovely to catch up with you both and we look forward to catching up again at one of your events this year 🙂

Emily wanted to make the purchase of a client’s first Ferrari extra special on handover.
The client had been in several times and was born and bred from Rotherham. Whilst chatting to the client, the conversation got on to famous people from Rotherham, and the Chuckle Brothers came up. Prior to handover, Emily had ordered the client a personal video message from Paul Chuckle congratulating him on the purchase of his first Ferrari. The reaction of the client was fantastic, saying that no one had ever done anything like this for a car before and was blown away.

Congratulations to Emily for thinking outside the box of the “usual” handover gift.

We would like to nominate Anna Ratcliffe, our Marketing Manager, not for making it special for one client, but for over 100 guests at our recent 296 GTB Preview event.

Anna’s vision and determination managed to turn what is a building site showroom due to a refurbishment, into a magical Ferrari world for our clients to see the launch of the new model. We had a starlight tunnel leading into a completely enclosed event area within the showroom, which housed the event kit that Ferrari supplied perfectly.

The result impressed both the Manufacturer and customers equally with some fantastic comments, but more importantly, the event generated numerous orders for the new car from those that attended. One of the best launch events we have ever done – congratulations Anna

Garypaul Nottingham 296 Launch Video

Nigel Haynes had a good client contact him to see if he could help. The client had a new car that was due to arrive but had been delayed, which meant that he could not take his son to his School Prom night. He asked Nigel if he could help. Without hesitation, Nigel agreed and volunteered his time. On the evening Nigel took one of the Demonstrators over to the client and acted as chauffeur joining the parade of supercars at the prom. The client was over the moon as it meant he kept his promise to his son.
After the event, Nigel drove back to the dealership returning the demonstrator.

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.