Our recommendation is Alex Keddie for the following:

EJ one of our top clients (Monza, Pista etc.) had his 812 Competizione delivered to his house.

Alex sourced a Lego set matching the car including the colour scheme and wrote a letter to his son – Elliott starting him on his Ferrari journey.

You can see the results below – a very happy Elliott.

attached in pictures
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Megan started with us on January 4th of this year and has very quickly become accustomed to our way of Making it Special with our customers.

Megan quickly identified that our customer Mr & Mrs Mcleod had always fancied trying “Pirate Grog Rum” so after a quick google search Megan was able to source a bespoke gift in a little box that came with a personalised scroll with a lovely message for the handover. On top of this Megan also found out they had always wanted to try eating at the Dome in Edinburgh and we organised afternoon tea for two.

This was very well received by Mr & Mrs Mcleod and I feel that only two weeks in at that point it was a great way to find out those little pieces of crucial information that really make it special and bespoke for our customers.

Megan is been a strong, key member of the team and is very much involved with all of our customers.

I’m looking forward to seeing other 5-star reviews with Megan onboard and exceeding their expectations.

Mr & Mrs Mcleod were very happy and appreciative of the gifts. They thanked me, Stuart and Megan for the thoughtful gifts.
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Ewan & Megan came together to create a memorable handover for one of our best clients.

They were in collecting their 2 of many cars they have (a collection of over 20 including Bugatti)

Ewan set the cars up in the showroom, blocked them off with ropes and poles creating a VIP section in the showroom.

Ewan had remembered from his interaction with the client, he is building a garage and calling it his Bakcave ( all his plates are BAK***) He found the client’s logo and put it on the big screen for his arrival.

The client came with many friends and family, and they were all blown away.

The family commented saying, they have collected many cars, but never experienced anything like this. The client reached out to Sid separately to thank the team for going above and beyond commenting the whole family will remember along with their social media followers as they streamed the whole thing.
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Ewan & Megan came together to create a memorable handover for one of our Top clients.

They were in collecting their 2 of many cars they have (a collection of over 20 including Bugatti)

Ewan set the cars up in the showroom, blocked them off with ropes and poles creating a VIP section in the showroom.

Ewan had remembered from his interaction with the client, he is building a garage and calling it his Bakcave ( all his plates are BAK***) He found the client’s logo and put it on the big screen for his arrival.

The client came with many friends and family, and they were all blown away.

The family commented saying, they have collected many cars, but never experienced anything like this. The client reached out to Sid separately to thank the team for going above and beyond commenting the whole family will remember along with their social media followers as they streamed the whole thing.
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Shaun has demonstrated a real desire to make sure every customer’s vehicle is right the first time and ensure the highest level of customer satisfaction.

We have had Mr Lansdell’s Bentley in for quite a substantial amount of repairs where Mr Lansdell waited in the dealership for 3 days whilst the works were completed on his Bentley. Shaun made Mr Lansdell’s visit an enjoyable one and kept Mr Lansdell informed throughout the entire visit.

Amanda / Chris, I am pleased to be able to report, that Charlotte Bentley made it home safely. She drove like a new car, with the suspension and steering all firmed again. Amanda, my wife Alison was absolutely delighted with your lovely gifts, thank you so much, also many thanks for hosting me on site for the whole repair and overhaul event. Also many thanks to Miss Jolly for her courteous attention to my coffee needs. Please convey my grateful thanks to your technicians, Sean, Andrew Innis and the young apprentice (whose name I didn't get) for their dedication and professional workmanship in restoring my Flying Spur back to full roadworthiness again. I also offer my sincere thanks and compliment you and Chris on your professionalism in the running of your service department. I am always suitably impressed by the excellence of your Bentley showroom and the polite and friendly attitude of all the staff. It may seem like an outdated view these days, but the whole set up as displayed at Bentley Edinburgh, instils confidence in the customer, that their vehicle is in safe hands and that the quality of the care and attention is second to none. I would have no hesitation in recommending to my associates the purchase of a Bentley vehicle from Bentley Edinburgh and the superior high quality of the after sales service and maintenance provided by you. It's the people on the front line that make the difference. Many thanks again for a very pleasant experience and a valuable learning curve on my part. I am off to Houston Texas on Friday morning, to an offshore drilling rig, for a long period of carrying out maintenance on subsea well control equipment. Myself and my own engineers aim to provide a "Bentley" quality service to my clients.
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We recently delivered a new Ferrari 296 GTB to Mr Jordan. Mr Jordan is a well-known Sytner customer locally and has a collection of supercars all from Sytner including Ferrari, Porsche and Lamborghini with a collection of around 15 cars which he changes regularly.

As the customer has a very individual specification and he was enjoying his new Ferrari so much he can’t stop driving it, we felt that we wanted to recognise this with something different. Bethany is a keen artist in her spare time and she decided it would be so special to draw him a personalised picture of his Ferrari. Bethany spent over a week drawing a stunning image exactly to the customer’s specifications, down to the finest detail including his cherished plate. We then framed the image and presented it to him on his next visit. The customer was clearly overwhelmed by this gesture as nobody had ever done such a thing for him before.

Mr Jordan was amazed by not only the thought but also the detail in the image. He couldn't wait to show his wife and friends and that the picture was going "take pride of place in his car storage unit"
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Lauren Cohen received a lovely email from a customer who visited the Graypaul Maserati Edinburgh Showroom thanking Lauren for their excellent experience visiting the dealership.

Colin is new to the business, joining us in May this year he has taken to MIS very quickly and is going above and beyond to get to know our clients very well.

This particular Client, Ralston Forsman-White has bought 3 Levante’s from us in the last 16 months and is a great client of the dealership, When Colin started he was introduced to Ralston and they hit it off immediately building a very strong relationship, this led to the purchase of Levante number 3.

Whilst getting to know Ralston, Colin established that he was going to drive the Levante Abroad to Florentina.

With this information Colin then had a side shot of the Ralston’s new Levante sent over to someone who can print & frame them.

We had “Florentina” sign written underneath it and it truly looks the part and is the essence of Making It Special, this was very bespoke and unique.

Ralston is over the moon and is delighted with this, He has mentioned he cannot wait to move on up to a Grecale Trofeo.

Ralston left a 5/5 New Car CSI and is in love with his New Levante and has thanked us time and time again for the time & effort, He even went out of his way to bring his daughters in to visit our dealership. They live over in the Netherlands and Ralston get's very limited time with them, for him to take some time out of his day with them meant a lot to us.
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We strive to make every handover unique to our customers, and create an unforgettable experience with a personal touch.

Throughout this particular sales process, as we got to know the customer, we learnt that Mr Stewart was an Irish Rugby fan, and in particular hugely admired Irish Rugby legend Brian O’Driscoll. Stephen came up with the idea of gifting Mr Stewart some kind of Irish Rugby Memorabilia. Bethany then made several enquiries, eventually getting in touch with Brian O’Driscoll’s personal assistant, and was able to arrange a signed photograph by Mr O’Driscoll himself, addressed to Mr Stewart thanking him for his support over the years. Stephen and Bethany then had the photo framed, making a beautiful, meaningful handover gift which Mr Stewart was absolutely delighted with!

This has made my day! Thank you so much, it's awesome!
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Alan drives our covered transporter and was delivering a car back to a client in Fraserburgh, on his way back down the motorway to the dealership a young lady was overtaking him and had a blow out which caused her car to swerve into the trailer causing an accident on a very busy and dangerous road. The lady’s car has since been written off due to the extent of the accident.

The lady and Alan were very shaken up but as you can imagine with the incident, the police and the ambulance were soon in attendance.

Thankfully both were physically okay.

Alan kept the young lady calm and made sure she was okay and looked after her even with himself being in shock from what happened.

The young lady's mother has since called me from their home in England to send her most sincere thanks to Alan for making sure their daughter was safe and looked after. It was her first business trip to Scotland and unfortunately, this happened but thanks to Alan for being the kind person that he is he made sure she was okay firstly a truly remarkable man and a credit to the Sytner Group and The Edinburgh Specialist Division.
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Our customer has had multiple cars from Sytner, so the handover gifts become harder and harder.

He does however love Ferraris and his Granddaughters more than anything.

Lucy has arranged for two Build-a-Bears to be made for the client. She has then sent the T-Shirts away to have them stitched with the client’s granddaughters names, a Cavallino and the Tricolore.

What an amazing gift and will bring the clients love for cars and being a grandfather closer together.

Thanks
Stuart

Feedback from the customer that Andrew met during a road test and fuelling a Lamborghini. Please see below the email sent to the dealership from the customer.

Hi Dominic

I would like to acknowledge one of your members of staff. The member was called Andy and is one of your mechanics.
My son Josh met Andy when he was filling up a Lamborghini at the petrol station.

Josh is 9 and is a really really big fan of Lamborghini. We were on our way back to Edinburgh sick Children’s hospital where Josh has spent the last 17 weeks after having a bleed on his brain which left him paralysed down his right side. He has managed to regain most of his right movement back but not all. He has been through two brain surgeries and was due to be discharged last Friday after a routine scan. Unfortunately on the scan, it picked up an abnormality and he was told he would have to have yet another brain surgery on Wednesday, hence the reason for our return to the hospital.
At the time Josh was so happy to see the car and asked me if he could have a look, I asked your mechanic and he said Josh could but to be careful. I lifted Josh over to see the car, Andy was so nice to him and chatted to us and asked Josh if he liked the car and Lamborghinis. We were chatting and Josh told Andy a bit of what had happened to him.
Andy was so nice and understanding and took time out of his day to show Josh the car and make a young boy’s day. This may not mean a lot to some but to him it really has. It has made him that little bit happier on what’s not a great day for him.

There is a lot going on but trust me when something deserves recognition I will always do so. What Andy did today has really made Josh’s day and show that from a brand like Lamborghini anything is possible. You should be so proud of him as an employee, he didn’t have to take the time but he did. And also thank you for taking the time to respond. We very much appreciate it.

I would also like to say it’s a real credit to you, your garage and your staff for being so approachable and friendly.
Again could you pass on my appreciation and thanks to Andy the mechanic for his time. Hope this is ok and you can realise just how good this is and for a big brand to do.

Thank you

Ben

Stuart Cross sold our first batch of MC20s and Mr North’s car was the first one ordered and the very first car to hand over from Graypaul Maserati Edinburgh.

With the MC20 having a slightly delayed build time and delivery time Stuart had a tough job navigating these ongoing delays and keeping the customer informed and up to speed. Throughout this time he developed a very close relationship with Mr North and the experience has been nothing but 5 stars.

This MC20 was very important to Mr North as his son also helped spec it with him one evening back in February.

As the car eventually came close to arriving Stuart organised 3 very special gifts that are very unusual and bespoke for Mr North. The first was a small-scaled engine replica of the brand new Nettuno Engine designed wholly by Maserati for the MC20, the second gift was a print from a close friend of Stuart’s who made up a print of Mr Norths MC20 for his son to hang up in his room and the 3rd and final gift to Mr North…?

Stuart reached out to Klaus Bausse, the very man who designed the MC20 and requested very politely a signature on the Carbon Fibre Engine bay. Klauss was more than happy and even took a picture signing the car and sent it over to Stuart.

As you can imagine at that moment when Mr North saw all of what we had done, all of the issues of delays and waiting suddenly disappeared.

Mr North has since shared pictures with Stuart of the car on the Driveway and how much he loves his MC20.

It was a very big occasion for both ourselves, Stuart, Mr North and most importantly Mr North’s son who was very much a part of the process from start to finish.

Thank you.

Jamie

Mr North was blown away by the level of service provided despite the issues with delays.He said he felt
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Harry has Made it Special for several customers over the past few months:-

Mr & Mrs B bought a pre-owned Maserati from us through videos, phone calls and emails. Harry discovered whilst getting to know the customers, that the car purchase was part of their anniversary and that they would be travelling up to stay overnight and collect the car in the morning.

Harry recommended one of Scotland’s finest hotels, The Balmoral, after asking if they had a budget in mind. Mr B then booked the Balmoral. Harry purchased a bottle of Champagne and took it to the hotel’s reception personally and requested that this was dropped off for Mr & Mrs B during their stay.

They were both overjoyed the morning they collected their car and have since referred a friend of theirs to us with whom we are currently working. Mr & Mrs B also left a 5-star review on our google page following this experience.

The second customer was a Mr G. Once again, the customer was staying over and Harry had built enough of a relationship to establish where he was staying. Harry took a leap of faith and organised a bottle of Champagne for Mr G. This was done prior to Mr G committing to buy the car and had mentioned that if it wasn’t for the level of “over and above the norm” service, he would never have bought the Levante.

Finally, Harry was shopping at a nearby store on a Sunday (we are closed on a Sunday) and upon leaving, he saw a customer looking at our stock. Harry took it upon himself to talk to the customer and spent a bit of time with him, walking him through the range and then arranged an appointment for the Tuesday. Once again, this led to the sale of a Levante and the customer said the reason he came on the Sunday was that he wanted the peace. If it wasn’t for Harry, he most likely would not have enquired (customers words).

Harry has shown time after time he goes above and beyond to ensure he Makes it Special for each and every single customer.

There have been numerous customer emails praising the excellent work that Holly has done over the last couple of month especially however this one really stands out.

Hi Chris,

I hope this email finds you well. Please could you pass this email on to someone who gives staff recognition? I am always amazed by Holly when I deal with her as she is just amazing at her job. I brought my car in yesterday for a service and it always feels like visiting family.

Holly saw it was my birthday next week and made sure we had a bag full of treats for the journey home. Holly also made my daughter in law feel special by handing her a wedding card for the big day. Please could you thank her for her total professionalism while adding a personal touch? Holly is a credit to the team. Have a great weekend.

Please see below feedback from Mr J. Holly has provided a fantastic service here taking care of Mr J’s Bentley from start to finish.

I would like to take this opportunity to provide you with some feedback following a recent visit to your Bentley Service Centre in Edinburgh. My Dad has been a driver of Audi, Jaguar and Mercedes for as long as I can remember.

In August 2020 my Step Mum passed away and left my Dad devastated. He spoke to me about trading in his car and my step mum’s car and purchasing one car (I have been in the motor trade for over 30 years, 10 of them as a Service Manager with Mercedes and Jaguar). Our discussions led to my Dad deciding to buy something ‘special’ and so he purchased a pre-owned Bentley Flying Spur (2011 model) from Kenneth Purdon at Bentley Edinburgh in October 2020.

Kenneth provided an outstanding purchase experience for my Dad and made everything extremely easy for him despite the Covid restrictions in place at the time. The car, which was purchased unseen, was better than the photos we had been provided with and it was immaculately presented upon collection. It was fantastic to see Dad smile all the way home, driving his new vehicle.

Fast forward to last week and the engine emission control lamp illuminated which caused great concern for Dad. He has been shielding since Feb 2020 with only a few trips out of the house in that time and he lives nearly 100 miles away from the Edinburgh dealership (I am 150 miles away from Dad so couldn’t help much). I contacted the Edinburgh Service Centre and spoke to Holly who took control of the situation, organised a technician to visit the car at my Dads house and then to have the car uplifted in an enclosed trailer and transported to Edinburgh and also supplied a replacement vehicle. Holly kept me informed of the progress of the vehicle on a daily basis, which allowed me to keep my Dad up to speed without him worrying about the car.

Once the repair was completed Holly organised to deliver the car back to Dad, by trailer. I cannot praise her highly enough for the way she dealt with the matter and the first class service she provided. In my career as a Service Manager I know how easy it is to complain when things go wrong, and the opportunity that it creates to improve the business. However, I always appreciated it more when a client took the time to send a message of thanks, and witness the teams reaction to it.

In closing I wanted to let you know what a fantastic team you have at Bentley Edinburgh and that we look forward to building a long relationship with you and the Bentley brand.

Harry Wallace took an enquiry on a stock Maserati Ghibli, building fantastic rapport with the customer and getting to know him really well.

Taking Mr C on the journey towards his First Maserati purchase, Harry established that the customer previously owned a private number plate “S20 OUP” bought for him by his wife, who had since sadly passed away. This private plate was lost during his last BMW purchase as the selling dealership failed to help the customer retain the plate on time, despite agreeing to do so.

Struck by how emotionally attached Mr C was to this plate, Harry set about searching for an alternative and managed to source the plate “S21 OUP” that would fit perfectly on his brand new “21” registered Maserati Ghibli. The plate was fitted to the customer’s car in time for collection and was a heart-warming (and tear-jerking) surprise when all was revealed from under the showroom cover.

This exceptional level of service is the essence of Making it Special with Harry and the team going above and beyond to give Mr C a truly unforgettable experience. Needless to say, the customer was elated at his entire Maserati experience and Graypaul Edinburgh has a customer for life.

The customer couldn’t make any comments as he was, in his words “Speechless” he mentioned he thought he was “Just collecting another car”. Mr C was truly blown away by this experience.

Alex recently received excellent feedback from one of his customers, that thanks to his expertise and level of service, they now have their dream car. The customer praised Alex’s level of service from the video call to the delivery and that he had been fantastic. They further commented that 5 stars are not enough.

Well done Alex!

A new client to Bentley Edinburgh, Dr M came into the dealership and spoke to Peter Smith. He was so delighted with the service that he received from Peter and the fact that Kate, our Showroom Host, looked after him and his wife so well, he decided to buy a Bentley from us.

He was also delighted that during his conversation with Kate, she picked up that his granddaughter’s 6th Birthday was coming up and that she had organised a Bentley Bear as a present for her.

Thank you to you and your staff for such a fantastic service, from when we first spoke on the phone, to the demonstrator. Sally loved the car and was keen for us to get one. We have more than 12 patients with new Bentleys. Whilst I am sure that they have relationships, I will tell them about the superb service we have received from Bentley Edinburgh. The bottom line, with all of them, is that they want superb service, which is what we have had from you. Sally and I have really enjoyed the experience, thank you. My Granddaughter, who has just turned six, will be delighted with the Bentley Bear that your Showroom Host - Kate organised for her Birthday. A very fitting gift, and just added to our experience.
– Dr M

Gregg Made it Special for one young man when he celebrated his 16th Birthday recently. He gave Alexander and his mum a tour of the dealership and showed him around all of the cars in the dealership.

Gregg also gave Alexander a goody bag for his birthday.

Thank you so much for today Dominic. Gregg was charming sweet and really made Alexander's visit special. Thank you, also, for the goody bag he received; he wore the hat all the way home and plans to buy a Lamborghini with his wages when he goes into his future IT career. Absolutely priceless, precious moments today.
– Ms B