We received a call from a customer who unfortunately couldn’t get his Aston Martin out of his garage due to a flat battery. Michael took it upon himself to call in at the customer’s house on his way home from work and got the customer’s car started. The customer was very pleased with the personal ‘at home’ service he received.

Back in early May we had a family visit us with a young boy called Coby who Ellie spoke with in the showroom and showed him around all of the vehicles and our business.

After speaking with the parents we found out that Coby was terminally ill and his biggest passion was Lamborghini. Ellie then gifted Coby a Lamborghini model car and he asked if we would attend an event with a Lamborghini as the organiser said he would bet him £10.00 he couldn’t get a car there (the event was Cars on the Hill near Atherstone). Ellie promised Coby that she would bring a car and would meet him there.

On the Sunday of the event, Ellie came into work on her only day off that week to collect a car and take to the event; Coby was so surprised that she actually turned up because of the weather, he was so excited.

At the event, Coby said that his dream was to sit in a Bugatti which she has also now arranged for a future date. This was truly ‘Making it Special.

We recently received the feedback below for Martyn:

Another perfect experience from Martyn having my Bentley serviced. The car was collected from home on time and delivered back which saved a lot of trouble. I was kept informed throughout the whole process and they even polished out a couple of marks on the car without being asked. First class in every way.
– Mr T

Whilst collecting a new customer’s car for service, the lady was clearly having a bad day. She had bumped her other car the day before and her husband was on a ‘boys trip’ at the Grand Prix abroad, despite it being their wedding anniversary.

When returning the car the next day Charles took her a bunch of flowers to help celebrate her anniversary as her husband had clearly forgotten. She was so delighted that Charles also sold her a pair of Bentley Sunglasses as a gift to herself and to compensate for her miserable couple of days.

I can’t wait to tell my husband that he has bought me an anniversary gift after all!

James took a call from a customer looking for a used Maserati. They had never purchased a Maserati before and obviously wanted to drive a car before going any further. They had seen a used car in our stock but lived in Norfolk. James discussed them coming down here but the distance put them off, so, he decided to take the car to them to show them.

They ended up purchasing the car and left a great comment for James.

This really is putting customers first.

James Smith of Graypaul Maserati went above and beyond to ensure that we had a great experience. He brought the car some distance to demonstrate it to us and once we'd agreed a deal, had it delivered too. Given that he is in Birmingham and we are in Norfolk, we really appreciated this service. He kept us updated throughout and met our timescales every step of the way. A true professional.
– Mr P

Mr V had his car in for service with us here at Graypaul Nottingham as he was having some issues with the vehicle. Rachel was dealing with him and managed all his issues very well and exceeded the customer’s expectation of getting the car back quicker than he had anticipated. When Rachel mentioned this to the customer, he said that this was excellent as it was his birthday the following day and he could now use the car to go away in.

After finding this out, Rachel went out and bought the customer a card, getting everyone at Graypaul to sign it, as well as some Champagne. When the customer came to collect his vehicle, he was overwhelmed with the service and the gifts.

Paul works within the dispatch department at Classic Parts. We sell Ferrari Classic Parts all over the world and some are very valuable or rare and it is really important they are delivered to the client undamaged. During packing a large and awkward part (a complete rear chassis frame), Paul realised following normal procedures there was a risk of damage, and potential handling issues for the freight company and the customer when it arrived. He, therefore, went to the wood shop and made a bespoke cradle to protect the component and constructed it so it could be moved with greater ease.

When the part arrived safely in Naples, Italy, the customer was so impressed with the bespoke packaging that he contacted David, Manager of Classic Parts, to explain how much he appreciated what Paul had done and to thank him for being so proactive and making sure the part could not be damaged in transit and commented on how thoughtful Paul had been in making the cradle which also made it easier to move than expected.

Mr W came to Porsche Centre Glasgow to buy his first Porsche from Martin. He brought his two-year-old grandson Max to the dealership with him and expressed how Max is absolutely car crazy already. He had so much fun exploring the showroom and seeing all the cars.

Mr W was taking delivery of his 718 Boxster on Friday 31st May and decided he was going to bring Max back with him for the collection. After they left, Martin decided he would present Max with one of the 918 Spyder electric cars and stayed late the evening before the handover to build the car for Max.

On the morning Mr W and Max were due in, Martin put a car cover over both cars in the handover bay and unveiled them both at the same time. Max was absolutely thrilled with his new car (as was Mr W) and drove around the dealership, happy as Larry. Both the customer and Max’s mum messaged us on social media and said thank you for making the experience so special for Max.

Well done Martin!

Max loved his visit to the showroom and is so happy with his new car! Thanks to Martin and all his colleagues who made his visit a special occasion!
– Mr W

We recently had a customer visit the Centre who had a previous bad experience at another dealer. Dave spent a lot of time with the customer and rebuilt his trust in the brand. The customer was delighted with the service he received and sent in the below:

I would like to compliment the Porsche Leicester facility for their outstanding customer service levels and, in particular, David Rodgers who took time and detail in walking me through a journey including help with the spec for my new Porsche Macan 3.0S which I collected from the dealership on Saturday 1st June 2019.
– Mr L

Mr A, the owner of a brand new 911, recently broke down on a Friday evening due to a catastrophic coolant leak. This is the second time this customer has broken down in his new 911 since taking delivery and as you can imagine he was not best pleased.

With this in mind, Matt offered to arrive early on Saturday morning to look into the matter, we were able to quickly identify the failed component and order a replacement straight away. The vehicle was completed and back with the customer within a couple of days. Considering the circumstances the customer was deliriously happy with the rapid response.

Chad had some excellent feedback from a customer who received their car over the bank holiday weekend. Chad noticed that there was a fault on the vehicle and on his weekend off ensured that the customer was not affected by this and that they could take their car on time and as expected.
The customer sent the following email into the dealership:

Last weekend I purchased a Cayenne S from your showroom and took delivery of it this weekend. I wanted to write to you to say how impressed we were by the level of service delivered by Chad.

Not only did he pull out all the stops to get it ready on time for us but after a slight fault with the car then went above and beyond on his time off this weekend to ensure we were happy. I’m sure this is the level of service expected of your sales team but I wanted to pass on my expressed thanks and gratitude for Chad’s extra effort.

Mrs S had purchased a 911GTS for her husband’s 40th birthday. The day for collection arrived and unbeknown to him, Matt had arranged for the delivery to take place at the Porsche Experience Centre at Silverstone in a dedicated handover bay.

Matt collected them from their home and drove past our Centre saying he was taking them for breakfast. Once at Porsche Experience Centre, they had breakfast and said they would like to take a look round whilst they were there. They arrived at their handover bay, a switch was flicked, the frosted glass disappeared and there was Mr S’s car. He burst into tears and both of the customers said it was one of the most memorable days of their lives.

Well done Matt.

Derek recently helped a Mr M out, who collected a puncture on his Porsche Boxster during his holiday in Scotland. Mr M contacted Porsche Edinburgh on route to the Centre to set in motion the necessary actions to fix the problem immediately.

Mr M sent a letter of thanks for Derek Smart’s impeccable service, highlighting the absolutely outstanding service of the team as a whole, and specifically mentioning Derek for handling the Service activities “impeccably” and was aware that Derek is new in his role and felt that special commendation was appropriate.