Mr H recently collected his car and was so pleased with this experience he emailed Gerard Niewenhuys and Andy Palmer, CEO of Aston Martin!

I hope this email reaches you well? I am just writing a brief note to express my delight and gratitude about my recent acquisition of a new vehicle from your Aston Martin Nottingham dealership. I was personally contacted by Sajid, who knew what kind of vehicle I would be interested in from a previous conversation we had. This alone would be excellent personal customer handling but in fact, the entire process was fantastic. Sajid and everybody we came into contact with at the dealership during the process of agreeing and executing the deal was perfect and I'm very happy to have dealt with them. In addition, on collection, Sajid made sure the experience was a special one and I'm very thankful for this. I have also contacted Andy Palmer head of Aston Martin to let him know what an excellent job Sajid and the team are doing - and I would love it if they were recognised in some way. Thank you!
– Mr H

Ellie`s customer collected his pre-owned Lamborghini Aventador SV from the dealership, within one hour he had an issue with a warning engine management light so she arranged for a technician to go out the same evening to diagnose the fault. The following day, she communicated the issue to her customer and reassured him that the problems would be rectified. He declined the offer of our Aventador demo and so she instead sent him a Selfridges Hamper.

His Aventador was returned 7 days later after the parts had arrived and been fitted. Ellie invited him to Salon Prive and he thoroughly enjoyed the experience, on the Friday evening he texted requesting Ellie to call him over the weekend so he could place a deposit on a new Lamborghini SVJ, I thanked him for his order and he replied that it was no problem at all, credit where it is due as well as thanking us again for the invite.

Ellie has managed to turn a serious customer complaint and potential rejection into a customer singing her praises and ordering another car, a credit to her and exceeding customer expectations.

I have just had 2 slices of toast with the best marmalade I have ever had! You shouldn't have sent the hamper... but we are very glad you did! These things happen. It's how people react that's important. You have done everything possible to sort the issue and I'm sure it will be put right soon. It's a pleasure dealing with you guys and you will certainly be getting all our Lamborghini and Bentley business in the future. Buying these kind of cars from a Main Agent gives us total peace of mind and you guys are the best. Thanks once again for the Hamper and your help in sorting the car.
– Mr C

Mr Y recently took the time to send us some fantastic feedback about Paul and Tim. Both Paul and Tim went out of their way to make Mr Y’s experience unique, and it didn’t go unnoticed! They arranged for some special gifts to be presented to the customer during handover and Tim also took the time to give the customer and his friends a ‘technical’ overview of the car.

Paul, Thank you for the Lamborghini cups and Avio Car - Awesome! The hospitality from all was amazing! Overall, the people make the dealership - What a Team! Tim was good - he really knows his stuff!
– Mr Y

Whilst on a Road Test Darren pulled into a public car park to swap places with the passenger and spotted a lady with a flat tyre on her Mercedes who was clearly distressed. Darren went over and offered to change her wheel which as gratefully accepted, and before long the lady was able to get on her way.

The lady called the dealership to speak Darren’s Manager (Emily) to say how delighted she was that Darren had the courtesy to help.

We sold a client a Ferrari California some time ago, and recently he has had a few issues with the car. He lives about 100 miles from the business so we collect and deliver it on our truck. The client is very particular and sensitive about his car, so we ensured our driver could collect the car on our truck. On arrival, Terry realised that the truck would not go into the customer’s drive so, to alleviate the customer’s nerves, Terry discussed parking the truck down a side road and driving the client’s car to the truck.

I just wanted to go on record to say what a smooth, friendly and efficient service this has been. I also wanted to make a special mention of Terry, who is a superb ambassador for your business. When the transporter arrived on Tuesday last week, it was too long to be able to turn into the gate on my property. I live on a country lane, which is probably at its narrowest just outside my house. Terry was calmness and professionalism personified and, once he had extricated the truck from the gate opening, he looked for a solution to the problem. In the end, we used a short stretch of road close to the local pub to do the loading and we repeated the exercise today as the car was returned. Terry indicated that he provides the collect and delivery service for other customers in the Yorkshire area. Given that it has been so convenient for me, I would be very interested in maintaining the relationship with Graypaul for future service work rather than going to the obvious provider in Leeds. If I were to book future service and repair work with you, what would be the cost for the pick-up/delivery service?
– Mr D

Having explained to Sean how important celebrating handovers is, he saw this as the perfect opportunity to do exactly that.

Having sold a Maserati to Mr & Mrs K, he found out it was Mr K`s 50th Birthday on the day of collecting his new car. With this knowledge, Sean sprang into action. A cake was ordered with blue icing and a trident on it, a bottle of Champagne was signed by the entire dealership and of course a card for the special occasion. All staff in the showroom were briefed so that numerous people wished Mr K Many Happy Returns.

The birthday celebration took place and the handover of the new Maserati was completed but not before a photo was taken and sent a later in a frame. Mr K commented it was the best experience he has ever had in a car dealership.

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

Mrs H had lost her parents recently and decided that her Porsche Cayenne held too many painful memories of them so she wanted to trade it in. When Martin dealt with her initially, he discovered that she had owned the car from new since 2004 and she was really quite distressed about giving it up.

When the day came to trade her old car in and take delivery of her new 911 Carrera GTS she became very emotional and even started crying. Martin took her old Cayenne straight to the compound as she was afraid she might change her mind. When she opened her handover gift, Martin had taken a photo of her old Cayenne and her new 911 Carrera GTS sitting side by side and put it in the frame. She was absolutely delighted with this lovely touch. Martin also took some pictures of her old Cayenne on its own and when he called her the next day to follow up with her, he emailed them over to her which she loved and said she was going to get them printed out.

After many years of owning their first Porsche, a customer of ours purchased a new Cayman, but this was a bittersweet transaction as their old car had a lot of nostalgic significance to them. The car was part exchanged as part of the deal and scheduled to be brought into stock the day before the handover. Taking this all into consideration, Alex arranged to collect the part exchange rather than letting them drive it in, with a view to surprise them with a small but meaningful gift.

Once at the Centre, Alex had both of the cars valeted early, waited until sunset after the Centre had closed and parked the cars side by side on a scenic part of the pitch. He then took a series of photos of the two cars from a range of angles and had them professionally printed for the couple. Displayed in a lovely presentation box, Alex presented the thoughtful gift on handover as a way to celebrate their Porsche purchase. The couple were bowled over by Alex’s consideration and excellent customer service and were absolutely delighted with their whole Porsche experience.

Well done to Alex for ‘Making it Special’ for this couple.

Our hosting team frequently receive great customer feedback and recently both Jane and Emma have stepped in and offered to take customers to the station to help out their colleagues and ensure the dealership continues to provide a high level of customer service.

A first class service from dropping me off at the station to the collection of my car. Everyone is so polite and enthusiastic, I will always have a Porsche for the service at your dealership. You even found a replacement badge for my anniversary 911.
– Mr W

On the Bank Holiday weekend our Host who was due to work was unfortunately unable to attend as she was unwell. Joanna, who is new to the dealership, cancelled her weekend plans and came in to cover at very short notice, clearly demonstrating that for her customers come first as she knew we were extremely busy with appointments and handovers booked.

Joanna worked very hard over the weekend and Bank Holiday to ensure that all customers were looked after – we have been so impressed with the great start she has made within our team.

Maisie took a call from a customer who was very unhappy with the Vodafone tracking system. Her husband is also going through cancer treatment which was putting excess stress on their lives and they needed a resolution.

Maisie is not a technical person but she decided to sort out the problem herself by diverting her journey home by some 15 miles to the customer’s house and then calling the manager, getting the system reset, resulting in the tracking system finally working. The customer called the dealership to thank us for our service.

When he is ready to buy his number 11 Porsche he will be straight in touch.
– Mrs G

We recently received some lovely feedback via Facebook from a lady that Ewan Middlemass (one of our Porsche technicians) helped last week when he was on his way home from work.

I hope I have the right page! I shall email head office too but wanted to say an absolutely huge thank you to one of your mechanics (I think) who was at Musselburgh services. I don’t want to advertise publicly that my 13-year-old daughter is in a wheelchair, she also has autism etc and he saved me so much stress just with an act of kindness. He could see me struggling and could easily have walked past but didn’t I’m so grateful as is my husband. When I managed to call him, he couldn’t have helped as our son also has learning disabilities and we are all the way in Aberlady! If you are allowed to send me his full name we can send him a thank you in, I think he said his name was Ewan?