Stephan put a lot of effort into a special handover gift for a customer who has recently lost his wife.

His customer had a Greyhound puppy (Buster) who had helped him through the ordeal and so Stephan bought the dog a personalised rug with his name on for the back seat and also a portrait picture welcoming him and Buster to the Bentley brand.

The customer was completely blown away and delighted with the thought that Stephan had put into his handover and thank you gift.
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5 Star Google review.

I dealt with Sales Specialist Alex Mather who was approachable, enthusiastic, responsive and very knowledgeable. He dealt with my queries almost instantly, remained flexible to my requirements and presented many options for my budget. Would purchase from Alex in the future and have no hesitation recommending him to others.

Exceptional Google Review.

We were thinking of buying a Bentley and booked an appointment to view the car we had in mind. We visited the showroom and James our salesperson arranged for us to take the car for a test drive. During the test drive, it was easy to see that James really knew his stuff about the car and the industry. It was a very enjoyable experience. After the test drive, James and the team at Bentley ensured we were armed with all of the information required to help us make our decision. We never felt under pressure or rushed in any way. We have had the car for just over a month and we have had follow-up calls from various members of staff ensuring that the car and our experience with the whole process has been perfect. Five Star Service all the way, a pleasure to deal with.

As you can read from the customers amazing email, Richard Thompson and Libby Simmons deserve a special mention for their outstanding customer service with this client. They have both gone above and beyond.

The car pretty much sold itself, but Richard went above and beyond to ensure that the car was absolutely blemish-free on collection, something that was very important to me. He kept me informed of all stages of the purchase process. The day of collection is something that I will never forget, accompanied by my son, Richard looked after every request, from the red cloth, the key box, the champagne and a congratulations note on the lectern. Richard even acted as a photographer capturing pictures of my son and me and even gave us a sneak peek at the amazing array of cars in the rear compound (mouthwatering).

The handover process was smooth and faultless, Richard paired my phone and set up the Sat Nav to get me home, I will never forget his description of the top two modes on the Manettino dial – professional but humorous. It’s not every day you collect your first Ferrari – I’m just a normal guy who had worked hard all his life to realise his dream.

Unfortunately, my battery let me down when I was out with a photographer taking shots of the car. But never fear, an RAC transporter and separate technician were at the scene within 45 minutes, great service (perks of a Ferrari I expect), the car started and accompanied home.  This brings me back to what prompted this email, after all the great sales experience, we all know the real test is how you react when things don’t quite go to plan, not only did the RAC do a superb job, my preference was fully accepted for repair and a technician sent to my home address.

This morning technician Libby fitted a new battery and cleared all electronic faults. Being a Mechanical & Production engineer myself I am always inquisitive and ask a lot of questions. Libby explained the process, what she was doing with great competence and answered all my questions. It was great and heart-warming to see a young person who is so passionate about their trade and the products they are working on given a chance, so big credit to Graypaul for giving her an opportunity, especially on such an iconic and prestigious brand, big kudos guys. Not only technically competent, Libby was able to represent your company in a customer-facing way with us discussing our favourite Ferraris old & new and her potential career aspirations. Therefore completing the whole Ferrari experience from Sales to After Sales support, it’s no cliché to say that when you buy from an approved Ferrari dealer you are welcomed into the Ferrari family.

 

 

Fraser had a special hand over planned for his customer Mr G who purchased a Porsche Cayenne as a gift to his wife, the perfect luxurious family car, as their twin babies would be arriving in the near future.

On the day the car was arranged to be collected Mr G called Fraser to say they could not make the collection as Mrs G was now in labour at the hospital. Knowing the thoughtfulness and detail Mr G had planned, Fraser decided to make a video to bring the Showroom handover experience to the couple. This allowed Mr G to show the thoughtful reveal he had planned to his wife. As the Porsche car cover fell from the car the video unveiled the sparkling white Porsche Cayenne with a huge red bow on the centre, a beautiful bouquet of flowers and a friendly congratulations message from Fraser.

Mr G thanked Fraser for continuing to make his wife’s gift extra special and also for remembering the big red bow on the car, something Mr G had requested for the handover. The couple were delighted with the video and with Fraser’s efforts to add to their special day with a heart-warming congratulations message on the birth of their twins.

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.