Our nomination this month is for Chris who stepped in to be our Business Manager when we opened at the beginning of July.

He has done a fantastic job of looking after our customers in our first quarter of opening, always ready to help the team provide the best possible levels of service and we really appreciate him sharing his knowledge and experience in our first weeks of opening. Chris has also managed to beat our 6-month target for F&I in the first 3 months of opening, a fantastic achievement.

Many thanks and well done Chris!

After a customer had ordered a new Limited Edition Supersport, Scott arranged for him to have a factory tour at Bentley so he could appreciate what level of work and attention to detail goes into building a Bentley. The customer had been to our dealership to see his new car and the tour was booked for a week or so later. The customer likes to buy special cars and has also purchased a one-off Lamborghini.

Scott then organised for the car to go back to Bentley Crewe and to be secretly positioned and for the customer to have his own car personally unveiled for him as a total surprise in front of the team at Bentley CW1 House. The customer was blown away and overwhelmed by the level of effort to make this experience memorable and special.

Our nomination this month is a regular nominee…

Last week, our HoB Sean Cook received a call from a gentleman Vinesh had been speaking to regarding purchasing a new Lamborghini. Mr Pearce is currently considering purchasing a new car and highlighted that the service Vinesh provides goes above and beyond anything he has experienced elsewhere. Mr Pearce owns several supercars and says that Vinesh is an exemplary Sales Executive and a credit to the business!

Well Done Vinesh!

A customer contacted Duane to book in for a service and mentioned he and his wife were hoping to attend the RHS Flower show at Tatton Park whilst they were in the area.

They asked Duane’s advice on local hotels. To save the customer the hassle Duane took the customer’s card details and proceeded to make the reservation for them and also purchased them 2 complimentary tickets to the flower show from the Company. He then emailed them the hotel details and directions from the hotel to the Flower Show.

The customer was delighted and will come back to us next year for the same experience.

Mr Witherington had his car in for a service and a vibration noise, he needed the car ready for a wedding on a Thursday, the service was carried out and we diagnosed the engine mounts needed replacing.

We agreed to cover the cost of these. Due to the very short timescale we had to work to, Harish drove to Nottingham to collect the parts but unfortunately got stuck in unexpected traffic that made the 2-hour journey 4 hours. Garry stayed late to make sure the car was all complete, but by this time Terry could not take the car back due to his driving hours, so Warren took the car back to the client after hours, got a taxi home and then got a lift to work the day after.

A great team effort to ‘Make it Special’ for our customer.

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Having only joined the team at the start of 2017, the year of Ferrari’s 70th Birthday, one of Nic’s first jobs was to organise Graypaul Nottingham’s 70th Anniversary event. Every dealer in the world was asked to organise a celebration of the anniversary, with a brief of a public display, followed by a parade, ending with an evening launch of the new 812 Superfast.

Nic jumped to the challenge and set about organising and promoting the event through numerous media channels, focusing on social media. The event that unfolded was not only the largest event Graypaul has ever hosted, but the largest of all UK dealers, and by all accounts, one of the largest of these events held throughout the world. Starting at the stunning Belvoir Castle, where over 140 Ferrari’s gathered to celebrate.  The news travelled fast through the media channels and TV crews were dispatched to cover the event at the castle making the evening news that day on multiple channels. What was more impressive was the public response to the advertising with over 3000 people coming to the castle to enjoy this amazing spectacle. The cars then left the castle in convoy and headed into the centre of Nottingham to be met by over 2000 people lining the streets, cheering the cavalcade of Italian cars. The night ended with an Italian themed cocktail party and DJ back at Graypaul with all the clients that attended and the incredible new 812 Superfast.

The feedback we have received from this event from those that attended has been overwhelming, but also the feedback from the general public has been incredible, saying how well organised and memorable the experience was. Congratulations to Nic, not only for ‘Making it Special’ for the clients that attended, but also for the thousands that came and enjoyed this fantastic event with us.

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.

Mr Harris came into the dealership at 17.30 on a Monday evening. He had been to a local Jaguar dealership to collect his new F-Type which he had waited 6 months for. The car specification was not as he ordered and this was the second time this happened to the customer. He left the Jaguar dealership without his new car and was feeling disgruntled with motor dealers as a whole.

Whilst in Porsche Glasgow, Mr Harris fell in love with a Cayman in the showroom. In order to make the experience special for Mr Harris after tying the deal up, Sean Huxter our Trainee Sales Executive and ex-technician spent time well after business hours to activate the tracker and fit number plates to the Cayman demonstrator so Mr Harris could still go home that night in a new car and put the bad experience from the Jaguar dealers behind him.

Mr Harris was absolutely delighted that Sean went to such an effort to make purchasing a car an easy and pleasurable experience. His efforts have guaranteed we have a customer for life.

This month we received some more great customer feedback when one of our service advisors called a customer to complete a CSI call. She received a rave review about one of our technicians, Callum, regarding the customer service experience he delivered.

The customer, who owns a 911 GT3, initially wanted reassurance that the torque on the wheels were as tight as necessary, as he was about to drive the car all the way to Luxembourg. He had previously had them tightened but wasn’t left confident. However, once Callum had completed the work on the car, he invited the customer into the workshop for one of our accompanied post-work walk-throughs using our specialized Direct Dialogue bays. Callum personally demonstrated the checking/tightening of the torques with the customer, who commended him, commenting to the service advisor that Callum’s explanation, product knowledge and delivery style was “exceptional”. The customer stated that he felt that Callum actually cared about both him and his Porsche. Immediately after leaving the Centre, the customer was so impressed that he called the GSM to express his praise for Callum.

Well done to Callum for demonstrating such excellence.

Jackie is a vital member of the Service Team, consistently providing a high level of service to all our customers, and has been instrumental in the recent Workshop Standardisation process in the Porsche network. Through Jackie’s hard work we have been accredited by Porsche as the first ‘Centre of Excellence’.

Sam recently went above and beyond for one of our customers, who isn’t even allocated to him! A customer had a car on order and was due to collect it in a few weeks, but when his plans changed and he needed his car as soon as possible, the Sales Executive he had been dealing with was unavailable to help with the arrangements.

Sam volunteered to deliver the Porsche to the customer’s door…all the way in Wales! Sam worked his day off to ensure that this customer’s needs were met and he could enjoy his new Porsche as soon as possible.

Sam, both the team and the customer are really proud of you for stepping up to deliver a first-class experience for this customer.

A customer called late on a Friday afternoon stating he had broken down in Leamington Spa, as his suspension had collapsed, so we arranged for the car to be recovered. The first recovery truck could not load the car on, so a second truck was sent, this was now 8pm on Friday night.

Dean had arranged to meet the recovery truck here so we could secure the car in our compound, as Dean lives locally. It was nearly 11pm when the truck arrived together with the customer who was now tired and hungry and needed to get home to Nuneaton, 25 miles away. Dean offered to take the customer home for which he was extremely grateful for, resulting in Dean finally getting back to his own home at 1am. This is a great example of working as One Team and going the ‘Extra Mile’.

I wanted to recognise the courtesy and friendliness shown to my 10-year-old son, Liam, and myself by Sam at Edinburgh Lamborghini. I have been in touch with the dealership via their Facebook page and we got to meet the man himself at a track day at Knockhill on the 23rd July this year. I enquired about any ‘open days’ that they may hold where Liam could get up and close to the cars and maybe even get to sit in one, if possible. We were ‘casually’ invited up to Edinburgh on 19th August to take a ride in the new Huracan Performante. Needless to say, it made a young lad very happy and the envy of all his school friends (and Dad who could not take up the offer that day). The main point of sending in my thanks is that even though we told Sam that, sadly, we are not and, possibly, never will be Lamborghini customers due to ‘financial constraints’ he treated us no differently than if we had of been. It must be the bane of the lives of supercar salespeople who are trying to make a living with people wanting to see cars that (realistically) are an impossible dream but Sam was very gracious about the whole thing and allowed my son to experience a very rare privilege. I, therefore, would be very grateful if you could recognise a team member and forward on my, and Liam’s, thanks. Sam is a credit to your company.