Jordan recently contacted Mr and Mrs Bowley, longstanding Graypaul customers from the Loughborough days, to discuss the benefits of the My Ferrari App with them. Despite numerous attempts to download the app and not being very tech-savvy, the Bowleys were struggling to activate it. Jordan understood their frustrations and for a quick resolution that wouldn’t put the customer out, he offered to visit them on his way home one evening to try and troubleshoot the issues they were having, Mr and Mrs Bowley were delighted with this and they arranged a convenient date and time.

Jordan visited the Bowleys on Friday 2nd December at their home and ahead of his visit even sourced them a Ferrari gift to thank them for their patience with the app. Within a few attempts, he managed to successfully activate the app for them, they were delighted that they could see all of the previous Ferraris they have owned and enjoyed reminiscing about the ‘good old days of Graypaul Loughborough’ with Jordan over a cup of tea.

During the conversation, Mr Bowley happened to mention a slight concern with his 458 and so Jordan immediately rang a member of the service team and passed the phone to Mr Bowley so we could offer advice and assure Mr Bowley that all is ok with his much-loved prancing horse. The visit was ended with Mr and Mrs Bowley being incredibly happy and Jordan has had an invite for tea and biscuits anytime!

Kevin saw our Blu Emozione Levante D and enquired via “React”. I, of course, responded immediately and then called to appoint.

During the phone conversation, it transpired that Kevin lived in Warrington, some 200 miles away. I put Kevin’s concerns to rest, not being able to view the car easily, by sending an extremely detailed CitNow video presentation.

After a little to-and-fro, we concluded a deal. Kevin then mentioned he would like to come down to London the night before. To assist, I advised that Richmond would be a lovely place to stay and easy for trains. To keep the Italian theme, I then provided details to an incredible Italian restaurant: Al Boccon Di’ vino.

On the morning of collection, I collected them from the train station and then returned to the Dealership.

After unveiling his new Maserati and making sure he had a thorough handover, I then took them through to Ferrari and gave them a guided tour.

Kevin was very appreciative and wrote some lovely comment’s on Trust Pilot, please see below.

Great experience, I made and enquiry online about a specific car over the internet, I was contacted by email and then by phone immediately. I was given a detailed description on the vehicle, I explained I lived up north and could not just pop in and view the car. The Sales person Adrian Jones suggested on a video which he sent to me a very detailed one, on seeing this i decided to go through with the purchase and to be honest it was the easiest process to buy a car that i have been through. I Told Adrian we would travel to London the night before and he recommended places to stay and restaurants to eat in not far from the dealership excellent recommendations. On the day everything went seamlessly as we had all ready done the deal. Nice touches with a tour around the dealership all the( beautiful Ferrari's. ) and endless lovely cups of coffee, So a big thankyou to Adrian and his team for making it an enjoyable purchase.Mr Joyce
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I met Liliana looking at Levantes on our forecourt. She told me she lived less than a mile away from the showroom and it was her dream to buy a Levante particularly in the electric blue with cream interior and she had a budget under £40,000. I advised they were rare and that price point sells really quickly however they do come up and we would stay in contact.

We kept in contact for 4 months before we had a car coming into stock matching her criteria. I phoned her to say today was the day we have the perfect car for her. She couldn’t come in that day so I had it cleaned and on the forecourt so she could come by that evening to come and see it. I had an email waiting for me in the morning saying she was so excited, it was the perfect car and she wanted to go ahead with the purchase – when could she come and collect it? We completed the paperwork, I noticed on her driving licence it was her birthday in 5 days time. I suggested why didn’t she collect on her birthday? Her eyes lit up, she almost burst into tears and she hugged me.

My team worked hard to get the car ready. The day before collection she emailed me to say she was choosing her outfit. Knowing that I chose to wear blue trousers and a cream top to match the car. On the day of collection, she wore a blue dress and had been to the nail salon to have her nails painted blue. On arrival, my reception team greeted her with a happy birthday. We had a cake ready along with a birthday card signed by the whole Maserati team and a bottle of fizz. Howard and Paul introduced themselves, thanked her for her business – she was overwhelmed and felt very special. After the reveal, and explanation of the controls, lots of photos were taken, we had made her dream come true.

Mr and Mrs Solomon were due to take delivery of their new Ghilbli on a Friday at 3:00 pm.
Everything was going smoothly and they were really enjoying the Handover experience. Being elderly it felt more of a social event and the conversation flowed and many stories were told.

As we completed the handover paperwork it became apparent that they completely forgot to swap their insurance from their old vehicle to the new Ghilbi. After two and half hours of trying it became clear that this was not going to be resolved in time and they started to panic and became worried. Without hesitation, I offered to drive them home in their new car. No quick task as they live in Southend on Sea which meant traversing the dreaded M25 during Friday evening rush hour, eta 9:00 pm! Despite this, they were my priority and it was important to me that they arrived home safely and continued to feel good about their Maranello experience. We arrived at their home at 9:15 pm. Many trains later I arrived back at Egham around 11:45 pm and subsequently arrived home around 12:15 pm. Not the Friday evening that I was expecting but a very enjoyable one nether the less.

Dear Ray,I know you were in work today so you got home safely. We do hope theJourney was okay and you were not too late getting home.We cannot thankyou enough for you kindly driving us home. We really appreciatedIt. You are a credit to your company.The car looks gorgeous and we can’t wait to take it out next week.Thankyou again for all your help.Kindest regards,Derek and Jenny
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As you know, we discussed recognising individuals who consistently go beyond the call of duty for customers in our HOB meeting.

I would like to recognise Andy Baker.

One of Andy’s real strengths is that he always like to speak to the customers directly and openly and honestly discuss what he has found and what he proposes to do. He is in most cases always having to deal with customers who are very frustrated with product issues. He manages to get them on side every time.

Tom Gunter runs a computer company and went from :

“Can you also please provide a list of confirmed faults for the history of the vehicle and fixes applied. I can compare this to my list to ensure you have all the facts for the rejection.

A swift response I believe would now be appropriate.

Kind regards

Tom Gunter
Director

To :

Dear Andy

Just a quick note to say thank you for all your help and big thanks to your team for resolving the issues with the car, so far all appears well. Andy Baker demonstrated great communication, ownership and determination in achieving a resolution to the faults even after additional faults presented themselves following the central computer replacement. He clearly went above and beyond. I could hardly ask for a better service following your involvement in reaching the resolution.

Kind regards

Tom
Tom Gunter

In addition :

Today, he went out to a customer, Arthur Maxfield 20 miles from the dealership to do a check on his Taycan battery after he had a failure notice. Two weeks ago Andy did the same thing for the customer when his car’s smaller battery got drained by an alarm issue. (see his emailed comments below)

We had another customer in December who had a number of issues with his Cayenne and the new 911 he bought from us. Andy without being asked offered to go out to the customer at his home in the evening to reset the service lights on the Cayenne and bring the 911 back to sort out a number of frustrating rattles on his doors. Both cars are resolved.

Andy always orchestrates the PDIs so they can be done outside hours by rallying the team together. Last week, having had massive delays on new cars, Andy arranged for him and three Technicians to stay late to PDI 15 customer cars in one night.

He starts early in the morning and stays up to midnight if he needs to to get the new car customer cars out, an absolute team player for all departments

I believe he needs to be recognised for consistently “Going beyond the call of duty”

I hope you agree he should be recognised as a worthy winner

Thank you

Andy

Dear Andy Just a quick note to say thank you for all your help and big thanks to your team for resolving the issues with the car, so far all appears well. Andy Baker demonstrated great communication, ownership and determination in achieving a resolution to the faults even after additional faults presented themselves following the central computer replacement. He clearly went above and beyond. I could hardy ask for a better service following your involvement in reaching the resolution. Kind regards Tom Tom GunterGood morning Andrew, Thank you I appreciate your email. On a more positive note I have the utmost praise and respect for the help and communication shown by Andy Baker, absolutely first class also the same from Micheal in service, Two exemplary employees.I will leave my beloved car in your hands and look forward to its return. Kindest regards, Arthur Maxfield.
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