Just over a month ago, I received an enquiry from a local lady whose daughter has Down Syndrome and severe autism. She was asking if she could ‘rent’ a Phantom to take her daughter to her Prom.

Of course, we would never dream of ‘renting’ her anything and agreed for me to collect her daughter on Wednesday evening and for me to take her, her daughter Grace and Grace’s dad to the Prom.

Charlotte immediately volunteered to help me out, organised flowers, a prom gift and some make up for Grace and also came with me on the evening to help out – which was welcome considering there were around 60 people outside the house when we arrived – I’m pretty sure she’d have driven the Phantom herself had she been over 25!

The customer sent Charlotte & I the email below that evening, along with some lovely photos that I'm unable to attach here, but have forwarded to Lara via email. Dear Craig and Charlotte We really can’t thank you enough for the amazing evening you have given Grace (and me and Martin ). The car was amazing,  Grace absolutely loved it and you really went above and beyond with her beautiful gifts and flowers. Grace has spent a fair amount of time in and out of Great Ormond St children's hospital so tonight was a big thing for her. You made it so special. Many many thanks again. Kind regards Jo, Martin and Lady Grace
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I had a Provenance handover to my customer Mr Enda Woods. He was collecting his Dawn (777 MAK).
It had been a difficult process leading up to the handover due to some issues with how the car was acquired into the business. So I was keen for the handover to be a positive experience for the customer.

Being new myself I am still lacking knowledge in certain areas so when Mr Woods asked to lift the bonnet I asked Mike for some assistance. Without any fuss, he immediately agreed to help me and came over and answered all of the customer’s questions. Which not only reassured the customer but helped me gain some valuable knowledge too!

I wanted to make you aware as it was so helpful to me, but I have no doubt the customer went away feeling positive about his handover experience . Rhys Evans, Sales

***MANAGERS COMMENT** Rhys is a fairly new member of the team and was carrying out a handover in our workshop ( due to the showroom refurbishment) and was struggling as below Mike has only been with us since March this year from Audi, so no RR experience, but was happy to help and give his guidance from a technical background. In addition to this, Mike has also put two candidates forward for vacant roles we have had here in the last two months, leading to the successful recruitment of another technician and a Service Advisor
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I received this email from a client regarding our unsung hero Arun who handles the storage facility and client contac.t

I’ve been a Maranello client for a while on the car sales side, only recently using your storage facility.

I have received outstanding service from Arun. Nothing is too much trouble. His knowledge and customer service are second to none. Arun is a great asset to your business.
Ross Arbuckle
Sales Director

I've been a Marenello client for a while on the car sales side, only recently using your storage facility. I have received outstanding service from Arun, nothing is too much trouble. His knowledge and customer service are second to none. Arun is a great asset to your business. Ross ArbuckleSales Director 44 (0) 118 983 3882 44 (0) 788 072 1383 rossarbuckle www.azego.co.uk
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Kevin saw our Blu Emozione Levante D and enquired via “React”. I, of course, responded immediately and then called to appoint.

During the phone conversation, it transpired that Kevin lived in Warrington, some 200 miles away. I put Kevin’s concerns to rest, not being able to view the car easily, by sending an extremely detailed CitNow video presentation.

After a little to-and-fro, we concluded a deal. Kevin then mentioned he would like to come down to London the night before. To assist, I advised that Richmond would be a lovely place to stay and easy for trains. To keep the Italian theme, I then provided details to an incredible Italian restaurant: Al Boccon Di’ vino.

On the morning of collection, I collected them from the train station and then returned to the Dealership.

After unveiling his new Maserati and making sure he had a thorough handover, I then took them through to Ferrari and gave them a guided tour.

Kevin was very appreciative and wrote some lovely comment’s on Trust Pilot, please see below.

Great experience, I made and enquiry online about a specific car over the internet, I was contacted by email and then by phone immediately. I was given a detailed description on the vehicle, I explained I lived up north and could not just pop in and view the car. The Sales person Adrian Jones suggested on a video which he sent to me a very detailed one, on seeing this i decided to go through with the purchase and to be honest it was the easiest process to buy a car that i have been through. I Told Adrian we would travel to London the night before and he recommended places to stay and restaurants to eat in not far from the dealership excellent recommendations. On the day everything went seamlessly as we had all ready done the deal. Nice touches with a tour around the dealership all the( beautiful Ferrari's. ) and endless lovely cups of coffee, So a big thankyou to Adrian and his team for making it an enjoyable purchase.Mr Joyce
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I met Liliana looking at Levantes on our forecourt. She told me she lived less than a mile away from the showroom and it was her dream to buy a Levante particularly in the electric blue with cream interior and she had a budget under £40,000. I advised they were rare and that price point sells really quickly however they do come up and we would stay in contact.

We kept in contact for 4 months before we had a car coming into stock matching her criteria. I phoned her to say today was the day we have the perfect car for her. She couldn’t come in that day so I had it cleaned and on the forecourt so she could come by that evening to come and see it. I had an email waiting for me in the morning saying she was so excited, it was the perfect car and she wanted to go ahead with the purchase – when could she come and collect it? We completed the paperwork, I noticed on her driving licence it was her birthday in 5 days time. I suggested why didn’t she collect on her birthday? Her eyes lit up, she almost burst into tears and she hugged me.

My team worked hard to get the car ready. The day before collection she emailed me to say she was choosing her outfit. Knowing that I chose to wear blue trousers and a cream top to match the car. On the day of collection, she wore a blue dress and had been to the nail salon to have her nails painted blue. On arrival, my reception team greeted her with a happy birthday. We had a cake ready along with a birthday card signed by the whole Maserati team and a bottle of fizz. Howard and Paul introduced themselves, thanked her for her business – she was overwhelmed and felt very special. After the reveal, and explanation of the controls, lots of photos were taken, we had made her dream come true.

Mr and Mrs Solomon were due to take delivery of their new Ghilbli on a Friday at 3:00 pm.
Everything was going smoothly and they were really enjoying the Handover experience. Being elderly it felt more of a social event and the conversation flowed and many stories were told.

As we completed the handover paperwork it became apparent that they completely forgot to swap their insurance from their old vehicle to the new Ghilbi. After two and half hours of trying it became clear that this was not going to be resolved in time and they started to panic and became worried. Without hesitation, I offered to drive them home in their new car. No quick task as they live in Southend on Sea which meant traversing the dreaded M25 during Friday evening rush hour, eta 9:00 pm! Despite this, they were my priority and it was important to me that they arrived home safely and continued to feel good about their Maranello experience. We arrived at their home at 9:15 pm. Many trains later I arrived back at Egham around 11:45 pm and subsequently arrived home around 12:15 pm. Not the Friday evening that I was expecting but a very enjoyable one nether the less.

Dear Ray,I know you were in work today so you got home safely. We do hope theJourney was okay and you were not too late getting home.We cannot thankyou enough for you kindly driving us home. We really appreciatedIt. You are a credit to your company.The car looks gorgeous and we can’t wait to take it out next week.Thankyou again for all your help.Kindest regards,Derek and Jenny
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This customer was on a journey of restoring an old Ferrari 412i over a 4 year period and Rob had supported him well in realising his dream of being able to get the vehicle back on the road. The customer sent a video of his proud moment and a thank you note to Rob.

To the amazing Maranello team, and Rob in particular who helped me put together the parts for this 1987 unloved beauty. After 4 years, and thanks to Maranello, this 412i attached in the video started for the first time since 1995. Looking forward to doing more business with you guys, stay safe!

Ray literally went the extra mile for this customer.

Ray followed up an enquiry made to our dealership from a customer that lives in Bristol, as their local dealership had recently closed. Due to the distance, they were unable to travel to us to view the Levante that they were interested in due to work commitments and childcare.

Ray took the initiative to take a Levante to Bristol and meet the family at a shopping centre where they were during that day. They both got to not only view the car but managed a short test drive whilst the other minded the children. As Maranello is a 100-mile drive, Ray even thought to take a car cleaning kit, so on arrival, he could personally make the Maserati look ‘NEW’ for the viewing!

We received the email below from a very happy customer recently regarding Andrew and the support and service he has provided for the customer:

I just wanted to give you some feedback on Andrew Stevens.

I have dealt with Andrew for a number of years now having owned a 512TR, 355 Fiorano, and now a 575M.

Andrew is always so helpful and his knowledge is second to none. He always has the answers and solutions and nothing is too much trouble.

He is a real Ferrari star.

Saad from our Classic Parts department was asked by one of our sales team for information on some Ferrari merchandise for a new sales customer. He provided this and soon after had the customer contact him directly to discuss the items further. During the call the customer vented his frustration about the delay in the arrival of his new car.

It was arranged that the items he wanted would be put in the new car so he could have them when it was delivered. Saad started to process the order and rang to advise the salesperson of the arrangement, only to be told the car was already on its way to the customer!

Saad explained about the customer’s frustrations and suggested the items he wanted could be a handover gift and he would deliver them personally if it was agreeable. This was authorised and Saad duly made the delivery during that evening, much to the customer’s surprise, who expressed how grateful he was and how Saad had improved his experience by ‘Making it Special’ with this thoughtfulness.

A thank you from a service customer, well done Aden.

I just wanted to say a huge thank you for being so helpful whilst you’ve had my F430 in. I’ve had some pretty bad experiences with main dealers and dealing with you has been a pleasure. I appreciate you going above and beyond to facilitate delivering my car back tomorrow instead of having someone drive it. It was also great to be kept up to date of exactly what was happening with the car, why can’t all main dealers be as good as you?

The car will be due a service in the new year so I’ll be in touch with you directly, I’ll also be looking to extend the warranty again. Thank you very much.

Lisa received some exceptional customer feedback.

I felt it only right that I passed on my gratitude for the superb experience we have just had whilst purchasing a Ferrari California 30 from Maranello Egham. When I made my initial approach over the phone, I was fortunate enough to be passed to Lisa Slater, who was courteous and utterly professional throughout.

To give a little context, we have owned several specialist vehicles, most of which have been purchased from main dealers. However, the service and attention we received from Lisa surpassed (by some distance) anything that we have previously experienced with other premium marques.

The dealership is some distance from where we live and it was probably only due to Lisa’s knowledgeable, personable and professional manner that I travelled to view the car in the first place, normally I would have waited for something closer to come on the market. She was attentive without being too pushy and came across as very passionate about what she does.

I truly believe that we would have not bought the car had it not been for Lisa, because if I am honest I have never held car salesmen/women in the highest of regard and a car has had to be exceptional value for me to buy it.

The cherry on the cake for us was the collection experience that felt understated, but never the less very special, absolutely perfect for us. To reference Friends, we both still look like we’ve slept with coat hangers in our mouths, our smiles were and still are so big.

Whilst this is our first venture into the Ferrari brand, based on this experience I doubt it will be our last.

It was a Friday afternoon and a VIP client of Maranello Sales had driven down to Goodwood for the Festival of Speed in our Ferrari GTC4 Lusso demonstrator.

He was booked in to stay at a local hotel for the night in Chichester but on arrival to the hotel, he realised in a panic that he had lost the car keys and could not lock the vehicle. After a frantic search, a very concerned and worried customer phoned the dealership to see if there was anything we could do. As luck would have it, Franco was also attending the Festival so we called him straight away and he dispatched himself off in the direction of the hotel.

The traffic was unusually heavy due to the event and rush hour but Franco arrived at the hotel and began a full and thorough search for the keys. With much relief, the keys were found under the driver’s seat carpet and handed to the customer.

The following day he was able to drive to the event and enjoy the day!

Jack has been involved with the Ferrari UK Challenge series. Maranello Sales currently have two drivers competing in this series of events that consist of four weekends of racing at different circuits across the country. Along with giving up his weekends, Jack has even changed some of his annual leave to support midweek practice sessions.

One example was his recent involvement when he travelled to Silverstone to repair one of our driver’s cars to ensure it was ready for practice. Jack changed his holiday dates to accommodate this repair. He has also gone to a customer’s home after work in his own time to carry out diagnostics on their car to ensure it was safe for the customer to continue driving the following morning. Jack has such a positive attitude at all times, he is always willing to help, go the Extra Mile and put Maranello first.

8 years ago IT and Classic Parts started to develop a new customer and management bespoke Sytner computer system. The project turned out to be extremely complicated and on the 1st of July, we launched phase 1, the customer website, which can be seen here.

Only one Sytner team member has worked on this project from the beginning to now, Kim Saul. The contribution to ‘Making it Special for Classic Parts’ global client base is massive and we thank her for her contribution.

Paul works within the dispatch department at Classic Parts. We sell Ferrari Classic Parts all over the world and some are very valuable or rare and it is really important they are delivered to the client undamaged. During packing a large and awkward part (a complete rear chassis frame), Paul realised following normal procedures there was a risk of damage, and potential handling issues for the freight company and the customer when it arrived. He, therefore, went to the wood shop and made a bespoke cradle to protect the component and constructed it so it could be moved with greater ease.

When the part arrived safely in Naples, Italy, the customer was so impressed with the bespoke packaging that he contacted David, Manager of Classic Parts, to explain how much he appreciated what Paul had done and to thank him for being so proactive and making sure the part could not be damaged in transit and commented on how thoughtful Paul had been in making the cradle which also made it easier to move than expected.

On the weekend over Easter, John, a customer of Adrian’s, was travelling down from Scotland to Nottingham to collect his son’s birthday present, a BMW from a second-hand dealer. He asked if his new Maserati Ghibli Ribelle could be delivered to Sytner Nottingham for the handover saving him the journey to Egham.

Adrian tried to organise a transporter to Nottingham, but due to it being the Easter Weekend was unable to secure delivery. Not wishing to disappoint his customer, Adrian said he would drive his new car to him. John suggested that he would be happy to take delivery of his new car at a service area on the A1.

Adrian knowing that John and his son enjoyed golf, found a nearby golf club and confirmed the handover would take place there and also as a surprise arranged lunch prior to the handover taking place.

John was over the moon with this suggestion and was extremely impressed with Adrian and his efforts, that made this extra special for both him and his son.

After personally thanking Adrian, John went on to Trust Pilot to leave a glowing 5-star review.

Mark has gone above and beyond with one of our customers, we received the below feedback:

I just wanted to take a minute and let you know how pleased and impressed I am with Mark Bell. He has worked with me on learning as much as I can, having only been in the Ferrari world for about a year now. He is Extremely willing to work with us here and is always happy to do it. I couldn’t think of a better guy to do business with as a newcomer to this part of the automotive field. I am sure some days I send enough emails to him that any normal person would get irritated, but he has never shown frustration to me. And even on the days, he is out of the office, the rest of your team has taken care of our requests just the same as he does. Thank you for all the hard work you and your team do. It makes our job much easier here.

A customer had waited many weeks for the Launch of a new model Maserati, the Levante 350. After many visits, he ordered a Granlusso version to his specification and finally concluded the purchase with the handover in October 2018. Unfortunately, within days he experienced a warning light which intermittently came on and then off. He met with Paul at Aftersales and, following a check, the car was considered road ready and the customer left happy. Within a week the same light appeared again but this time it stayed on! Paul then arranged a loan of a demo car with the help of Adrian. On this visit, we made certain updates and again considered the car road ready and returned to the customer. A pattern continued with visits to Aftersales with Maserati GB assisting at every step until a decision was made that a replacement car was required.

Our customer took delivery of a new Levante Vulcano this month, and this was the communication we received following the delivery:

The reason for writing though, is that I wanted to compliment Maranello on how they dealt with me throughout this difficult process… I was then put on to Paul Withers who dealt with the matter throughout – I found Paul friendly, professional and he kept me fully up-to-date at all times… I also cannot forget Adrian Jones who sold me my first car but even though it was unfortunate the car was faulty, the professionalism and quality of the service I have received from Adrian was second to none. I ultimately bought another Levante which was offered to me on favourable terms. I thought I should let you know that I was treated throughout in a very friendly, professional and helpful way, even when things were difficult. To my mind customer service is all about when things do not happen in a straightforward way when there are issues and the manner in which everything is sorted out. I have nothing but praise for all of the staff I dealt with, including your financial representative, throughout the whole process – I thought you would be keen to hear all of the above.

A great example of inter-division teamwork. During a conversation with a VIP client, Tim Reed and Roy Coates of Bentley Leicester identified a slim opportunity that would need immediate and significant action if the division were to be successful.

The client had mentioned they were buying a Ferrari F12 from a business not in our group, but there was a delay seeing the car, and the client was slightly frustrated. The client was referred to James Hopkins who sprang into action. It was Christmas week and after lengthy conversations, the client was not prepared to place a deposit, wanted the car transported by truck to Cheltenham for the sales presentation. After good rapport building, James persuaded the team to invest in the possible sale and the vehicle was trucked as requested.

The car was on sale or return so James had to negotiate the purchase and sale with Christmas approaching very fast. The deal was agreed but the final twist was it was required for Christmas day and with insufficient time under normal circumstances for the car to be prepared, James worked brilliantly with the service team to put a team of technicians on the car and get it prepared in order to meet the client’s expectations.