Jordan recently contacted Mr and Mrs Bowley, longstanding Graypaul customers from the Loughborough days, to discuss the benefits of the My Ferrari App with them. Despite numerous attempts to download the app and not being very tech-savvy, the Bowleys were struggling to activate it. Jordan understood their frustrations and for a quick resolution that wouldn’t put the customer out, he offered to visit them on his way home one evening to try and troubleshoot the issues they were having, Mr and Mrs Bowley were delighted with this and they arranged a convenient date and time.

Jordan visited the Bowleys on Friday 2nd December at their home and ahead of his visit even sourced them a Ferrari gift to thank them for their patience with the app. Within a few attempts, he managed to successfully activate the app for them, they were delighted that they could see all of the previous Ferraris they have owned and enjoyed reminiscing about the ‘good old days of Graypaul Loughborough’ with Jordan over a cup of tea.

During the conversation, Mr Bowley happened to mention a slight concern with his 458 and so Jordan immediately rang a member of the service team and passed the phone to Mr Bowley so we could offer advice and assure Mr Bowley that all is ok with his much-loved prancing horse. The visit was ended with Mr and Mrs Bowley being incredibly happy and Jordan has had an invite for tea and biscuits anytime!

Mr Hancock had come to visit the dealership Friday to see a car he was interested in in our showroom. He liked the car and went ahead starting the process in sales by the time he was all completed it was around 6 pm and arranged the collect his new car next week. Mr Hancock then left the dealership in his Bentley heading home, around 6:30 pm as we were closing up we got a phone call saying he had got halfway home and had a blowout so was stuck at the side of the road. He had called the RAC who said it would be a few hours before they got there as the car would need to be recovered. David Glover who drives our transporter here overheard the conversation and offered to go and pick the car up for the customer.
David drove towards Leicester and picked the car up then drove with the trailer to drop the customer off at home and brought the car back to Nottingham where the next day we sourced a tyre and got the car repaired.

Mr Hancock said he was blown away that the driver here would do that for him and was very happy with his first experience of Graypaul.
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We took a call late in the afternoon from a customer who had promised a friend’s son that he would take him to his school prom. He had to leave at 5:30 to make his way to the event and whilst getting the car ready for the trip he found that the battery had gone flat!

He called us and explained that he was part of the RAC but they were unable to help on time. Matt was in the office at the time and heard the phone call. Without hesitation, he offered to go and help get the customer on the way.

When Matt arrived at the customer’s house the car that we had been told was flat was not the car that we went prepared for. Matt had taken tools for a 458 but the customer had purchased a new Portofino and this is the car that had the issue. Using his own initiative Matt left the customer’s house and drove home to collect his own jump pack. Matt returned and got the customer on the way to the prom just in time.

On top of this, Matt offered to drive back with the relevant tools over the weekend in his own time to fit the battery in the customer’s garage.

The customer is over the moon with the level of service that Matt provided.

Mr P was using his Ferrari 355 for a friends son’s prom which had been booked for some time. He got the car out to clean it and put the roof down but whilst moving the roof it locked halfway down.

Mr P called us to see if we could collect the car and get it back to him for the prom on the Friday. This wasn’t possible with the distance as he was in Lincoln.

Sam heard about the issue and offered to drive out to Mr P’s house to try and fix the roof issue so he could use the car.

Sam drove to Lincoln after work and after a couple of hours managed to get the roof working again. Mr P was over the moon and the car was able to complete the prom run.

Mr P called me about a week after the repair to say he thought the service was amazing and how grateful both himself and his friend’s son was to be able to get the car to the prom.

Mr W is a long term ongoing enquiry of ours who has been holding out on ordering his new car during lockdown, as he wanted the full VIP experience of coming to the showroom to do it as this is a special purchase for him.

Of course, Conor gave him the full ‘red carpet’ treatment as we would any customer, and Mr W built his new Maserati in our configuration room, placing his order with us expecting to collect the car in 3 months’ time.

Conor then documented each stage of the build, delivery and handover process by taking photographs of the car being configured, arriving on the transporter, going through the workshop and being detailed by our valet team. Plus a stunning photo of the car in situ in the showroom ready to be collected. He then condensed all these memories into a PDF document and provided the customer with this at handover.

Mr W was over the moon with the unexpected care and attention Conor had put into making this a very special and memorable purchase, and suggested we will have a customer for life.

I work closely with David and I’m always touched by the effort he goes to make the customers’ visits here at Graypaul that little bit more special.

We recently had a customer in, Mr D, who informed us his son suffered from severe autism and was fascinated with his dad’s car, so whilst it was in with us we took the time to have a professional photo of his vehicle taken we framed it and alongside other gifts presented them to him.

These things go a long way and Dave always does go the Extra Mile and I want him to be recognised for that.

Late one afternoon we had a Mr A call in very worried as he had a puncture and was stranded on a sharp bend. Mr A had spoken to Maserati Assistance who said they couldn’t get to him for 3-4 hours. Amy listened to customer’s issues and quickly responded by asking him where he was so we could locate him, then told Mr A not to worry, we would help.

Amy then went to speak with our technicians and Harrison offered to go out and swap the wheel on Mr A’s car even though he had already finished for the day.

Harrison asked if we could borrow a wheel from a car here, then went out to help the customer. By the time the car was mobile again, it was already 7 pm the customer said he wanted to drop the car with us to get the tyre changed. The problem then was the customer was stranded here as we didn’t have a tyre available, the customer said no problem I will get a taxi but Harrison said no don’t get a taxi I will give you a lift home.

The customer was blown away that we recovered him and went the extra mile to take him home.

Mr A ordered one of the very first Levante Trofeo models and was very excited to get his new car before Christmas. Unfortunately, within 48 hours of taking delivery, Mr A had some issues with the car and it had to be recovered to be fixed.

The recovery company offered to provide Mr A with a courtesy car, but as it was a Friday afternoon they couldn’t promise a car until the following Monday morning. This would have left Mr A stranded and without a car for a whole weekend, so Conor immediately jumped in a car and drove the 200-mile round trip, getting home after 8pm on a Friday evening, to personally take Mr A a replacement car to use.

Mr A was very happy that Conor had saved his family’s weekend plans. This above and beyond service by Conor ensured that a slightly frustrated customer eventually had an enhanced opinion of the brand and the dealership.

We had a discussion with Sue, a teacher, regarding a pupil of hers who she was extremely concerned about as he was academically amazing but lacked in self-belief and confidence. He was very passionate about our industry but she found it so upsetting that he said nobody would ever employ or believe in him.

We invited the student, as well as Sue, into the dealership and gave him a tour and plenty of advice regarding his future. Sue believes that the advice we gave to the student has really changed his outlook moving forward.

Michelle… it was wonderfully amazing and lovely to see a young man starting to believe in his future. I can’t thank you enough for allowing us the experience. Richard was also truly amazing.

Mr R called us in a bit of a panic late one Friday afternoon. He explained to us that his oil light had just come on while the car was idling and that he was heading away in the car at the weekend. After speaking to him he explained that he was apprehensive about starting or driving the car as he wasn’t sure if it was oil level or pressure but was using the car for a wedding at the weekend.

David heard what was being said to the advisor as he was close by and without being asked offered to visit the customer. Within 10 minutes, David was on the way to the customer’s house (some 50 miles away) to check it over. When he arrived, he found that the oil light was on due to the level being low, so David topped this up and put Mr R’s mind at rest.

The customer was over the moon with the service that David provided and relieved he could still do the wedding run in the morning.

We had a customer on the way to a golf tournament in Leicester which he had been planned for some weeks. Whilst driving down the M1 near to Leicester Forest East, he had a warning light come on and had to pull into the services as his car was overheating. He called us and explained his situation and was worried that he only had just over an hour before he teed off; Dave and Harrison put their heads together organised a loan car and Harrison left Nottingham within minutes heading to the customer whilst David let the customer know what was happening.

Harrison drove straight there and made it with 30 minutes to spare, he took the customer’s Ferrari keys, handed him the Levante keys and sent him on his way. Harry then sat and waited with the car for 4 hours on a Saturday afternoon whilst Ferrari Assist made their way to him.

He then returned with the recovery driver and made it back to work around 5pm and unloaded the customer’s car. Once the car was repaired, Harrison offered to deliver the car back personally. The customer was over the moon with how we looked after him and his vehicle.

David is consistently going out of his way to ‘Make it Special’ for his customers on handover. He puts a lot of effort into this and gets to know his customers very well in order to personalise their experience as much as possible and I am always getting great feedback from his customers.

Mr P had been dealing with David for some time and was excited to collect his new car, David called him as soon as the car came off the transporter as the customer was desperate to see it. Mr P is a massive cricket fan and had tickets to go to a world cup game the following week, so David took it upon himself to buy him an India cricket jersey and place it on the bonnet of his new car ready for collection. Mr P was blown away by this surprise and mentioned to me that he had never had service this good from any other brand before.

David really went above and beyond with the handover gift! Genuinely ecstatic!
– Mr P

We had a customer’s car in for service and repairs with us here at Graypaul Nottingham. The car was due to be collected on Friday morning but the customer, Mrs D rang in and said there had been a family crisis so they couldn’t collect the car but they really needed the car back Friday night as they were using it for a wedding on Saturday morning. Ben asked the customer what time they thought they would be back to see if he could wait at work for them but the customer said they wouldn’t be home until 10pm due to personal family problems.

Ben offered to meet the customer on Friday night with their car to swap with our loan car so they had their car back. Mrs D was over the moon and said she would call Ben when they were close to home and although it ended up being closer to 11:30 before they were back, Ben still delivered the car for the customer, they were so happy with the special service they received.

Here at Graypaul, it is also the future customers that we try to ‘Make it Special’ for. A young boy and his dad came in to have a look around the showroom during half term. Our host, Michelle, greeted them and it was clear that he was car-mad. Michelle took the time to show him around and made sure the boy left with a gift to remember his day. The day after we received the email below from him. Looks like Michelle has successfully converted him from Lamborghini to Ferrari!

Well done Michelle!

My name is Iain and I’m 9 years old. Today my Daddy took me into Graypaul Nottingham to visit and see some of the cars that I own on my Xbox. I play Forza Horizon 4 and my favourite car brand is the Lamborghini. When we came into the showroom there was a lovely lady, Michelle, who let me sit in some of the cars and have my photo took, she made me feel very special and gave me a pack all about the Ferrari 488 Spider. I love the folder and I’m going to read all about the car with my Daddy. The lady knew lots about cars and I really enjoyed spending time with her listening about all the different cars. When I’m older I want to be a racing car driver or a pilot so when I have saved enough money I will be back in to buy my favourite Ferrari. Thank you for today.
– Iain

Mr V had his car in for service with us here at Graypaul Nottingham as he was having some issues with the vehicle. Rachel was dealing with him and managed all his issues very well and exceeded the customer’s expectation of getting the car back quicker than he had anticipated. When Rachel mentioned this to the customer, he said that this was excellent as it was his birthday the following day and he could now use the car to go away in.

After finding this out, Rachel went out and bought the customer a card, getting everyone at Graypaul to sign it, as well as some Champagne. When the customer came to collect his vehicle, he was overwhelmed with the service and the gifts.

Our customer, Mr T, had his Maserati serviced with us about a month ago he was all happy with the service and was enjoying his car. He was planning on taking the car to Spain on a trip with his family on Saturday morning and loaded the car as normal and nipped out to collect some last minute items when he released his heaters/aircon had failed. This was Friday afternoon at around 5pm and the customer rang in panicking.

Matt spoke with the customer who didn’t want to take the car to Spain as it was due to be hot there without aircon. Matt finished work then drove to Mr T’s home with some parts to try and diagnose the issue which turned out to be a fault distribution motor. He worked until 9:30pm fitting a new motor reset everything on the car and it was all fixed. The customer was over the moon with our service and could that he could take his car on holiday.

I would like to nominate David for ‘Making it Special’ for Mr & Mrs K, and especially their son.

They came with no real intention to buy a Maserati, their car enthusiast son just wanted to look at the Ferraris, but David was extremely welcoming and gave him the tour of the whole dealership, which resulted in talks with Mr K about changing his current car to a Levante.

David took Mr K through the process over the next 2 visits to the showroom and, eventually, the deal was done and the handover arranged for later that month. In preparing Mr K’s car, he remembered that young Master K had been asking if there were any toy Ferraris for sale on the very first visit, so he decided to get him one as part of the handover.

Excellent service from start to finish, initially I hadn’t intended on my new car being a Maserati but I am very glad I made the decision to switch!

During preparation for the handover for Mr D’s new Portofino, and knowing that it was a present for his wife, Sean decided to try and make it more memorable for her. So he dressed the car with a huge red ribbon and made sure that there was a matching bouquet of roses in the car for her. Not only did this surprise Mrs D, but Mr D was also over the moon with the extra effort that Sean had put in to make it a special day for them.

Angie works tirelessly to help ensure that vehicles are delivered on-time, every time whilst ensuring we present the best level of service to our customers.

Angie has a real eye for detail, her deal files passed our internal audit with flying colours and she often highlights potential risks with transactions to ensure that we are always fully compliant with Toolkit procedures.

Angie plays a hugely important role in this dealership and for that, we are very grateful!

This month we would like to nominate Anna for her excellent work in creating a warm and welcoming atmosphere at Graypaul Nottingham.

Since Anna has started with us, she has really thrown herself into the role, ensuring that anyone who walks into our Nottingham showroom is welcomed and put at ease straight away. Customers have been extremely complimentary in the way Anna has handled them and this shows in the feedback they have given us.

The buzz that Anna has created means we now find our clients not only visiting us when they need our services but popping in for a coffee when they are in the area.

Keep up the great work Anna.

Excellent, always greeted by name.

Dealt with many dealerships in the past but Graypaul Nottingham is in an outstanding league of its own!

The hostess Anna represented the company very well.

I was greeted professionally and warmly. I was made to feel at home with the offer of a drink.

The receptionists were smiling and created a great first impression.