A letter received from a client could not describe better the ‘Outstanding service’ provided by Lisa during the sale of a new Maserati Levante.

What impressed us most was the professional, helpful and practical way in which Lisa dealt with us. We are all aware that relationships are not built between businesses, but between those individuals who are the faces of business. Lisa was stellar, never losing the prime objective of making the sale, she made herself our personal representative in your dealership. It was a joy to deal with her, and I feel she deserves our recognition for this. She was polite, courteous, helpful, knowledgeable and friendly, dealing equally with us as a couple and understanding our needs.
– Mr W

On Friday 9th November, 22 Maranello customers were taking part in our very first Levante tour. They were due to take their vehicles off for a day of ‘Off Road’ activity on Salisbury Plain and circuit driving at Thruxton.

Mr X called Ray on the morning of 8th November reporting that he had a complete air suspension failure on his Levante. He was bitterly disappointed as it meant he would have to miss the Tour.

Ray worked closely together with Paul Withers at our Service Department; Paul ensuring that a Levante service loan car was available and Ray making sure the car (once cleaned and fuelled) was delivered to Mr Bycroft that evening to ensure he was ready for the 7.30am Tour to start the following morning!

Mr X thoroughly enjoyed the day as did all our customers, but I think he did especially as his car (now fixed and returned) was spared the off-road dirt!

During a visit to Maranello to complete the specification of a new Ferrari Dr M mentioned he was attending a film premiere in London. To make the occasion special Hamzah decided to organise a surprise for Dr M and his wife.

He asked about their arrangements for this special occasion and arranged for them to be collected in a Rolls-Royce Phantom and chauffeured to and from Leicester Square in London. As a VIP client of Maranello Dr M was so grateful and really appreciated the arrangements Hamzah made. The experience was so good Dr M has since asked to visit the Rolls-Royce Motor Cars factory in Goodwood and is now considering buying a Phantom.

Saad is frequently praised for his high levels of service by customers of our Classic Parts business. He recently received the following feedback from an appreciative customer:

I must commend your parts sales advisor team, in particular, Saad Mahmood. I required details about a small pin fastener for my removable vinyl roof cover and it was very difficult to find any details on the website as to what pin was needed. Saad was extremely efficient and responded very quickly even seeking further advice from the technicians to ensure compliance. Excellent service particularly for the older Ferrari's which have limited stock and information.
– Mr B

A customer’s Maserati Ghibli was recovered to our service department, the fault was diagnosed as an engine seizure and a replacement engine was required. Obviously, this news was very distressing for the client but Antony managed the situation brilliantly and, thanks to regular communication, built up a good rapport with the client. The replacement engine was not immediately available and it became apparent it would not arrive in time for the client’s holiday, a road trip to Italy with his family.

Although he was provided with a hire car, it was not a Maserati and he had specifically planned the trip to Italy to enjoy a fabulous driving experience in his Maserati. Antony spotted the pending problem early and in enough time we were able to work with Maserati GB to come up with a creative solution and provide a replacement Maserati Ghibli for our customer’s trip.

What made this very special was solving the problem before the customer raised it and having a solution ready. He was absolutely delighted and when he returned from his holiday he decided to part exchange his old car for the later model Ghibli he had loaned from us for his holiday. Well done Antony!

David, our General Manager at Maranello Classic Parts, recently received the following email from an impressed customer:

I have just completed the purchase of replacement brake parts for my 2008 F599 GTB. The car has just passed its MOT but the Ferrari-enthusiast mechanic pointed out issues with the front brake pads, rear handbrake shoes and cables. After being shown the problem areas on the car I agreed to source the required replacement components.

In order to retain the car’s value, I wanted to avoid aftermarket parts so your Thorpe Classic Ferrari Parts department was the obvious choice. I explained my problems with the car and the parts I thought I might need and Saad pulled up the parts drawings on his iPad and proceeded to identify the required part numbers together with suggested extras such as replacement springs. He showed me the drawings and explained how it all went together. We also discussed the expensive option of changing the front ceramic brakes. He gave me indicative prices and offered to email a formal quote for me to consider. The email arrived minutes later and was forwarded to my mechanic to confirm we had all we needed.

I confirmed the order to Saad for collection on Wednesday. When I arrived the parts were picked, inspected, and packed ready for me to take. Saad explained the back-order process and the minor missing spring should be available next week. He talked me through the parts and took payment on my card. I was away within minutes with everything in order.

As co-founder of British car parts specialist Moss Europe, I understand the logistics and challenges of parts sourcing, inventory and sale. I can truly say my experience at Maranello has been excellent, and it could not have been easier. Saad was knowledgeable, helpful and extremely courteous. I cannot speak more highly of the service I received. Well done and thank you Maranello and Saad Mahmood.

– Mr A

Paul works within our Classic Parts team and has been nominated for the extra effort he puts in to ensure our customers get great service. He doesn’t deal directly with customers but always makes sure everything happens behind the scenes.

He recently came in early and stayed late when the team were short-staffed so that customer orders could be packed and sent out each day as expected. His knowledge and experience in the department meant that everything worked like clockwork and none of our customers were disappointed by the timescale or standard of their parts deliveries. He is an unsung hero who deserves to be recognised.

Well done Paul!

Mr E purchased a New Bespoke Maserati Grancab, which was ordered in the summer of 2017, for delivery in April 2018. The client is a UK man but he spends most of his time in a spiritual retreat in the South of France.

To celebrate the 9-month wait, the collection was arranged from the Maserati factory in Italy, a fabulous conclusion. However, within a week of delivery, Ray received the call none of us wants to receive: “I love the car but it is not the car I need.” We all know how difficult this can be.

Ray did not panic, he listened carefully and with skill turned a potentially difficult situation into an opportunity and took the 1-week old Grancab back in part exchange for a Levante. The next challenge was delivery…

After careful consultation, it was agreed Ray would drive to the spiritual retreat, which is 600 miles from Egham, deliver the Levante and return with the Grancab. He sourced local cleaning to present the car beautifully.

Having done this special mission, Ray then proceeded to sell the Grancab, great job.

Mr D is a very good client and car mad. He has purchased more than 10 cars from Lawrence but is very impulsive – everything is now.

He needed a Range Rover SVR for a family occasion on the same day he called Lawrence at Maranello Ferrari. Lawrence found a suitable car in Bristol, concluded the deal, the car was collected and delivered to his home in London all in the same day and in time for Mr D’s family occasion. We received the email below.

Just wanted to say how happy I was with my SVR purchase and with Lawrence yesterday. He really is a great salesman. He is relaxed and calm and very professional. It was because he could get the car down that day that I bought it and he did such a great job. People are offering me great deals and cars these days but I always come to you guys first. Anyway, thank you very much.
– PD

A customer’s son brought in his father’s Ferrari California for service. During the appointment, the son explained his father was away in South Africa celebrating a big birthday…

Antony arranged for the customer’s car to be photographed in our workshop and the best image was turned into an electronic birthday card and sent to the owner wishing him a happy birthday and telling him all was well with his car, which was the picture on his birthday card.

The customer was surprised and very grateful, his son thought it was hilarious and thanked Anthony when he collected his father’s car.

Feedback from a customer following the purchase of a new car.

I wanted to relay to you how pleased I was with my buying experience at Maranello Egham when purchasing my new Maserati Quattroporte.

The Two members of your team Lisa Slater and Alex Lombardi who supported me during the buying experience, are a true credit to the Maserati Brand.

I have quite a busy lifestyle where I have a Worldwide role hence am always pressured for time and I live in Cuffley in Hertfordshire hence not easy for me to get to Egham, also my son is Autistic so has some very specific needs in terms of space and facilities that we would require from a family car perspective.

Lisa went above and beyond over the two days we worked together to ensure my son’s needs were catered for, she gave me the right level of information, not being overly informative but at the same time understanding my perspective and laterally thinking about my son’s needs. She accepted and was very responsive to my numerous calls and told me this is the first time she had sold a car via facetime.

Going through the formalities on site with both Alex and Lisa was also an enjoyable experience. It felt like I was sitting down with friends to discuss my latest venture, just missing the glass of wine (not advisable as I was driving).

Overall I will have no hesitation in telling anyone who will listen about my experience, you have a fantastic team, congratulations and thank you for all your help and support.

Mr Martin rang us late one afternoon to advise us that the MOT had expired on his Ferrari FF. He intended to go away on a tour of the continent with his family the following day in the car. By his own admission, he had been sent MOT reminders by us but had not got around to contacting us.

We had no transport capacity to collect the car and the client was unable to bring it into us so, in order to resolve this dilemma, Aden offered to collect the client’s car on his way into work next morning. He got up extra early so he could arrive at the client’s address at 7am to ensure there was enough time to get the car in and back no later than 11am, so Mr Martin could catch his booked ferry.

Everything went to plan and Mr Martin was able to proceed with his family holiday as scheduled, with the added bonus that the car was fully checked over prior to the trip.

Having problems with a Maserati Ghibli at the roadside, Mrs Phelps called Maserati Assist for help and was stranded with her three young children.

A recovery vehicle was dispatched to help but there was a delay in getting to them. Mrs Phelps then telephoned our dealership and Jamie took the call. She was getting quite upset as it was freezing conditions, she could not move the car and had three young children who were also getting quite distressed.

Jamie contacted Maserati but they could not confirm an arrival time. Realising the distress; Jamie drove to the location to meet Mrs Phelps, and leave a colleague with the broken down car.

When he arrived Mrs Phelps was very worried, the children were hungry, hadn’t eaten some time and were fed up. Before returning to the dealership to collect the hire car, Jamie took them to the local McDonalds to cheer them all up. Afterwards, they returned to the dealership and all was well.

All in all, this worked out well, Mrs Phelps was very grateful for Jamie’s intervention in resolving a very stressful situation.

We delivered the last manufactured Rolls-Royce Phantom Coupe to a Special client. Unfortunately, on arrival, a fault was identified with the heater system. The issue was not apparent in the UK because of 100% humidity in the country of use, Malaysia…

The client was disappointed and was dealing with us because of disappointing service locally. After discussing possible causes with John, he volunteered to fly to Malaysia and repair the car. He organised parts and tools, dismantled the interior of the vehicle and repaired the car.

The client was delighted and the action of John has secured future business.

We received a call into the dealership from one of our Ferrari customers late one Saturday afternoon, whose vehicle we look after in our storage facility, as he lives in the Cayman Islands.

He had returned to the UK for the weekend to see his son playing rugby at his boarding school. He received a call requesting his return to the Cayman Islands a day early which meant he needed to leave late Sunday, unfortunately, he had no way of returning his Ferrari to us unless he could drop the car on the way to the airport Sunday evening when the dealership would be closed.

On hearing this, Steve offered to come in on his day off to meet the customer at a convenient time so he could leave his car safely with us and make his flight back home. In addition to this, Steve also arranged a local taxi to be here waiting to take our customer straight to Heathrow.

The customer also took the time to mention Steve’s helpfulness on a Service CSI feedback.

Andrew was named unknowingly by a customer in the recent Ferrari feature on his restoration of his car in Classic and Sports Car. He commented what a pleasure it was dealing with Maranello Classic Parts and in particular Andrew who provided great knowledge and support in helping what the customer was trying to achieve with his car.

The customer commented “Andrew really got it”, which made the whole restoration experience a pleasure.

Well done Andrew!

Dean and his manager David recently received a great email from one of our American customers about the service Dean has provided to him.

“ Hi Dean,

I just wanted to drop you a note and let you know how much I appreciate the excellent service you provide.

I’m a fairly particular guy regarding business and I really don’t like the lazy conduct some provide these days such as not addressing people by name, etc.

You are always a pleasure to deal with, you are detailed, extremely responsive and just all around a good guy to work with.

Thank you for the ongoing support – I appreciate it. If I ever get the UK, the beers are on me!”

Well done Dean!

An owner of a 458 Spider was on his way to Royal Ascot when he experienced a front tyre blow out on the M4 by Heathrow Airport, also on one of the hottest days of the year. He had called Ferrari Assist and an hour and a half later was told they would still not be able to get to him for at least another hour and a half.

Hot and annoyed, he called us at Maranello Service. Our Host, Christine, took the call. Although it was the responsibility of Ferrari Assist and she could have easily have just offered to chase them up for him, instead she took the initiative that immediate action was needed.

Christine alerted and mobilised the team into action – one of our drivers took Daniel, our apprentice, with a bottle of water, to sit with the car and wait for Ferrari Assist to arrive, while our driver then took the customer on to Royal Ascot. He not only arrived in time to meet his friends, but also before the racing started and was delighted with the help he had received.

Although a team effort, Christine and Daniel deserve the recognition for this… Well done!

Maranello create many special events for their owners and this month saw their 2nd Customer Driving Tour to the Cotswolds, for 2 days/2 nights. On Wednesday 17th May at 09.30am the Team were all set to depart from Tower Garage: 2 sign written Maseratis plus 24 customers with their cars! Our Sales Manager who was heading up the event took a call that his 3 year old son had been rushed to hospital (please be reassured he is absolutely fine now).

David was on a short holiday at this time but upon hearing the news that the event would be short on hosts, offered to change his plans so he could help out at the event to ensure it all ran smoothly. David has a unique ability to make an event rock and through his knowledge of our clients, makes him a real asset to the business. So, David cut short his holiday, hopped on a train at 6 o’clock in the morning and joined the tour, which really helped the team to make this event a huge success for the 2nd year running.

His only let down was not having a clean wardrobe! This picture was taken during a 1 hour window at lunch time. No lunch for David; a clean shirt and pants were more important!

Well done David!

A client recently purchased a Maserati GranTurismo and phoned Ray because of a puncture. Ray reminded the client there is no spare wheel but the inflator kit would get him out of trouble.

The client refused to use the kit so Ray discussed using the Maserati emergency service, this also met with disapproval…

Ray realising the conventional solutions were not going work took the initiative to find out if we had a new tyre in stock. He then arrange a mobile fitter and met the client at his house with the tyre and it was installed by the mobile fitter.

Needless to say the client was very happy with this solution, well done Ray for ensuring the client received the level of service they desired.