I would like to nominate Russell and Aran for the making it special award.

They spent the weekend at Donnington supporting the challenge series, however on the way home about 25 mins into their journey home they passed an F8 on the side of the road with a distressed-looking client standing next to it. Aran and Russell pulled in to see if they could help.

The client said the wheel had come loose, (this is a Dick Lovett client) the client saw many people drive past him including other techs which he had seen that day. Aran and Russ drove back to Donnington to get some tools and then headed back to help the client, fix his car and get him on his way. They then had to go back to drop the tools back and then head back home.

The client called today to thank Russ and Aran and wanted to know how grateful he was that they made the effort to stop and help when no one else did.
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James had a customer call him with an issue that his battery was flat on one of his vehicles and was blocking all his garage and couldn’t get anything out and was in a bit of a panic as he had an urgent appointment he couldn’t miss.

So James jumped straight in his car in his own time with a starter pack and managed to get the car running so he could move it allowing the customer to get to his appointment on time.

Mr P was using his Ferrari 355 for a friends son’s prom which had been booked for some time. He got the car out to clean it and put the roof down but whilst moving the roof it locked halfway down.

Mr P called us to see if we could collect the car and get it back to him for the prom on the Friday. This wasn’t possible with the distance as he was in Lincoln.

Sam heard about the issue and offered to drive out to Mr P’s house to try and fix the roof issue so he could use the car.

Sam drove to Lincoln after work and after a couple of hours managed to get the roof working again. Mr P was over the moon and the car was able to complete the prom run.

Mr P called me about a week after the repair to say he thought the service was amazing and how grateful both himself and his friend’s son was to be able to get the car to the prom.

Mr W is a long term ongoing enquiry of ours who has been holding out on ordering his new car during lockdown, as he wanted the full VIP experience of coming to the showroom to do it as this is a special purchase for him.

Of course, Conor gave him the full ‘red carpet’ treatment as we would any customer, and Mr W built his new Maserati in our configuration room, placing his order with us expecting to collect the car in 3 months’ time.

Conor then documented each stage of the build, delivery and handover process by taking photographs of the car being configured, arriving on the transporter, going through the workshop and being detailed by our valet team. Plus a stunning photo of the car in situ in the showroom ready to be collected. He then condensed all these memories into a PDF document and provided the customer with this at handover.

Mr W was over the moon with the unexpected care and attention Conor had put into making this a very special and memorable purchase, and suggested we will have a customer for life.

Fraser was preparing the delivery of a car for his customer who lives in England. The car was being transported and Fraser wanted to ensure the handover would be special for the customer despite not collecting from the Showroom. Whilst thinking of how he could add a special touch to the handover, Fraser thought back to the previous conversations he’d with the customer. One distinctive conversation came to mind: Mr F (the customer) had told Fraser about his trips to Scotland when he was a kid as he would visit family throughout the summer. Out of all the beautiful places he had told Fraser he would visit, Mr F’s favourite memory was his Gran’s cooked breakfast because he would have it ‘the Scottish way’ with square sausage and potato scone –  two things that shops don’t sell in England. For a personal touch, Fraser went to the butchers and picked up packets of square sausage and potato scone, as well as other ingredients to complete the breakfast, and packaged them in a Porsche cool bag.

Fraser drove down for the handover meeting with Mr F. However he left the cool bag as a surprise and sent a text once he had left. Upon discovering the surprise Mr F called Fraser and thought it was brilliant. Fraser laughed but was glad the personal touch  gave the customer a memorable experience. Fraser then received a text with a picture of the cooked breakfast from Mr F with a thank you message.

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.