After Mr Varley had purchased his first ever Maserati, a new Levante, Sumit wanted to get him a special gift that he would remember his first Italian car with.

During the sales process, Sumit had established that Mr Varley was an ex Boxing Champion and had recently taken over a Gym in Derby. After some thought, Sumit ordered a set of Boxing Gloves and went around the dealership getting every member of the Graypaul Team to sign them. Mr Varley was taken aback by the gesture and they are now mounted in his office in the Gym.

Congratulations to Sumit for knowing his customers, and doing something that does not cost the earth, but makes the purchase for the client forever memorable.

Hope had a customer in who was having a lot of work done on his 328 and mentioned that he liked nothing more than to sit in his garage and drink a bottle of wine whilst looking at his car.

As he was authorising a large amount of work, Hope decided to make up a pen drive of photos showing the car being worked on at various stages and then give it to him as a final gift. She then also presented him with a bottle of wine for when he is reviewing them at home.

The customer was over the moon with this and wrote in to our director saying how pleased he was with Hope.

Mr David Shaw has been a long standing client of the Sytner Group and was due to take delivery of his third new Maserati, the Levante. James, having dealt with Mr Shaw over the years, was trying to think what he could get him for a hand over gift. He knew that the client had recently purchased a 1972 Eifelland Formula 1 car, which was driven by Rolf Stommelen, and was his pride and joy.

Speaking in secret to his wife, James found out that Mr Shaw has a lot of pictures of his cars but not this new one. With the help of the details Mrs Shaw gave him, he found online not only a picture of the car, but one that was taken whilst David was driving it. He arrange to have this blown up and framed and put it in the boot as a surprise for handover. Mr Shaw was overwhelmed with the thought that James had put into this, and the picture is now hanging on the wall next to the car in the garage.

Mr Dernie took delivery of his new Maserati Levante, and on the Sales Executive’s follow up call, he mentioned that the car was fantastic but the brightness of the navigation screen at night was too much and could he turn it down as it was giving him headaches.

The Sales Executive looked through all the book pack and could not find anything related to this and asked Rob for his assistance.

Rob was just about to go on lunch, but took it upon himself not only to check the manuals, but found the keys for the demonstrator and spent his entire break time going through the menus of the car. He succeeded in finding the complicated process required.

Mr Dernie was then invited back into the showroom and over a coffee, Rob explained the process through with the client.

Mr Dernie said that the service he had received was exemplary, as often the little things that seem unimportant to anyone else can get overlooked or dismissed.

Mr & Mrs Kler wanted to go to the Ferrari factory to spec their new GTC4Lusso. The only date available was also Mrs Kler’s birthday. With gentle persuasion from the client to his wife, the date was agreed and Anthony then set about making sure it would be a birthday to remember.

The trip was booked, and Anthony made sure that their hotel room was upgraded to a suite and there was a card and flowers in the room for Mr & Mrs Kler’s arrival.

For the birthday evening, one of the top restaurants in Modena was booked and Anthony spoke to them and arranged for a cake with a candle that was brought out for dessert. At dinner Mrs Kler was also presented with a card signed by the entire dealership and a Silk Ferrari Scarf which Anthony had ordered into the Ferrari Store especially. Neither Mr or Mrs Kler had any idea of what Anthony had arranged, and were blown away by the detail that had been put in to ensure that it was a truly memorable birthday.

When looking to ‘Make it Special’ for Mr Kooner, Jonathan was faced with the common problem of what do you get the man that has got everything. Mr Kooner is a great customer across a wide range of Sytner brands and has had the ‘usual handover’ gifts many, many times.

On this occasion, upon collection of his New F12, Jonathan knew that this was a car that he had wanted for over 3 years, but never had the chance to purchase before this year.

Knowing Mr Kooner was a family man with two young children, both Ferrari mad (their names are even stitched into one of his car collection) he decided to give them a treat, and with some thought, purchased their first Scalextric set for them, including one yellow car to match the F12 and one red one to match another of his cars for them to enjoy and hopefully develop the future car enthusiasts!

Both children were delighted at the gift, and Mr Kooner really appreciated the thought of his family and including them in the excitement of the new car.

Mr Roberts brought his Maserati into us to check for a possible problem whilst he waited in our waiting area, Rachel made sure he was comfortable and carried on with arranging the inspection in the workshop. In the meantime Hope and Lauren who were both in the customer lounge started chatting with Mr Roberts whilst he was enjoying a coffee and a brownie, they found out that he had just become a very proud grandfather and enthusiastically viewed the photos of his newborn grand-daughter.

Hope and Lauren wanted to do something to make this special for him, so Lauren dashed out to a local shopping centre and purchased a girl’s newborn baby outfit and a card for him. A little later on, Hope and Lauren went to see how Mr Roberts was and surprised him with their gift to which he was truly overwhelmed and shed a few tears at their very kind gesture.

He left our dealership knowing there was nothing at fault with his Maserati and also with a little gift to give to his grand-daughter and commented in his feedback email:

“ It was a very nice touch on behalf of the dealership and one I have told many people about since (and will continue to do so), it was not something we would have ever expected and I was so surprised when you approached me with the gift. To me it just confirms why Graypaul has such an excellent reputation for its customer service and experience.”

Rachel looked after Mr Cherry and his F12 whilst it was in for service and he was waiting in our showroom. Our technician identified a fault on the car which we needed to order parts for and Mr Cherry was safe to use the car in the meantime. Mr Cherry indicated to Rachel that he was going on a European tour in the car and would like to get the part replaced before he went. A week later the part arrived (2 days before his European tour) – Rachel excitedly telephoned Mr Cherry to give him the good news, he was delighted with this and arranged to be with us at opening time the following day.

During the call Rachel found out it was his birthday that day so without hesitation she ordered a personalised birthday card to be delivered the following morning and on her way into work she popped into a supermarket and purchased a birthday cake and a bottle of Champagne.

Mr Cherry arrived early and Rachel greeted him and showed him to an office as he’d said he needed to do some work until the car was ready. Once the card arrived Rachel got all staff to sign it and then presented Mr Cherry with his birthday surprises, he was overwhelmed and said he had never known service as good as this ever before.

Rachel took a call late afternoon from a stressed sounding Mr Cairnes who had a screeching noise from his Maserati and felt it unsafe to drive. Rachel helped to relax Mr Cairnes and thinking on her feet arranged Maserati Assistance to recover the vehicle to us straight away, she also arranged a Maserati loan vehicle to be cleaned for when Mr Cairnes arrived here at the centre.

The Maserati arrived on a recovery lorry before Mr Cairnes was here and Rachel quickly got the car into the workshop to be investigated by a technician. The tech found a stone trapped in the brake backplate which was causing the noise and had caused no damage. The stone was removed and the car was cleaned just in time for Mr Cairnes’s arrival.

Rachel greeted him in person and delivered the fantastic news that we had fixed his car and he could carry on with his day without further disruption.

Rachel really went the ‘Extra Mile’ to turn this scenario around and ‘Make it Special’!

Mr Drayton called us late on a Friday to say he was planning to go away in his 550 Maranello on the following Tuesday and could we collect his car and fix it as, when he had started, the car the engine lamp was displayed and the engine was running rough.

He was based 150 miles away from the dealership and with our transporters being fully booked and no contractor being available, we were discussing ways we could help Mr Drayton when Jonathan overheard the conversation and advised he would go to Mr Drayton’s straight from home early on the Monday morning and see if he could resolve the issue for him. Mr Drayton was very happy with this and when Jonathan arrived and investigated the fault he found a new part was required. Thinking on his feet Jonathan drove another 60 mile round trip to go to Maranello Parts and collect the required part. Once back with the car the new part was fitted and the fault rectified. Jonathan arrived back home at 9.30pm.

Mr Drayton was over the moon with the service.