The customer in the past had purchased a purple Rolls Royce Dawn and the customer had painted her nail to match the colour.  Renee got the colour swatch of the Aventador the customer has chosen  and then  purchased the matching colour nail polish! She then arranged for the polish to be put in a presentation box along with a picture of the customer’s Aventador!
Class act!

Handover is on the 28th of April but knowing the customer quite well she/they will be so pleased with this thoughtful gift.
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Ewan & Megan came together to create a memorable handover for one of our Top clients.

They were in collecting their 2 of many cars they have (a collection of over 20 including Bugatti)

Ewan set the cars up in the showroom, blocked them off with ropes and poles creating a VIP section in the showroom.

Ewan had remembered from his interaction with the client, he is building a garage and calling it his Bakcave ( all his plates are BAK***) He found the client’s logo and put it on the big screen for his arrival.

The client came with many friends and family, and they were all blown away.

The family commented saying, they have collected many cars, but never experienced anything like this. The client reached out to Sid separately to thank the team for going above and beyond commenting the whole family will remember along with their social media followers as they streamed the whole thing.
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Mr Gill worked with us to pick his Taycan up today – his first car with us. He really wanted a 911 turbo but isn’t quite there yet so Alex helped him spec up his Taycan just like the 911 he would eventually want…

The customer has brought his family down to collect the car and loves it. Alex gave him a personalised handover gift – his favourite bottle of whiskey…. Not only this but he has had the bottle engraved with the customer’s name to commemorate the special day
Honestly, the customer welled up and I’m sure is a customer of Alex’s for life!!!

Mr Gill Said to me personally " Alex has been the best person I have dealt with in any business not just car dealerships, He's taken service to the next level "
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Mr Skilton was experiencing charging issues with his Taycan, Andy dealt with the customer from start to finish and worked with the customer to identify the issues. This involved visiting the exact chargers the customer uses in Maidstone and Cobham to identify if it was an issue with the car or chargers. None of these chargers were local and Andy offered to do this in his own time during the evenings. Going above and beyond is an understatement.

We have been down to  oneValeter at Ferrari. Angus comes in really early every morning and leaves well after his finish time. He has ensured our standards have been maintained as well as ensuring the cars in the showroom are still valeted.
He has given up his weekends to ensure no car is left.

He has not compromised on standards. Angus is always looking to ensure cars are ready on time.

Angus really is demonstrating a one-team ethos and we wanted to recognise his hard work and commitment.

Emily wanted to make the purchase of a client’s first Ferrari extra special on handover.
The client had been in several times and was born and bred from Rotherham. Whilst chatting to the client, the conversation got on to famous people from Rotherham, and the Chuckle Brothers came up. Prior to handover, Emily had ordered the client a personal video message from Paul Chuckle congratulating him on the purchase of his first Ferrari. The reaction of the client was fantastic, saying that no one had ever done anything like this for a car before and was blown away.

Congratulations to Emily for thinking outside the box of the “usual” handover gift.

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!

At the end of June, one of our customers took delivery of a brand new McLaren GT. The customer contacted the service team on 29th July to report a rattle from the engine cover. The customer lives in Chippenham, Wiltshire so Andy volunteered to drive to the customer to address the rattle. He left his house at 4.30am to meet the customer’s time requirements and then proceeded to not only fix the rattle but also complete a secondary/technical handover with the customer answering all the questions he now had since he had been driving the car for a few months. Andy returned home that evening close to 8pm and the customer was delighted with the service and level of details Andy provided.

Andy was exceptional, a credit to your business.

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.

Harry Wallace took an enquiry on a stock Maserati Ghibli, building fantastic rapport with the customer and getting to know him really well.

Taking Mr C on the journey towards his First Maserati purchase, Harry established that the customer previously owned a private number plate “S20 OUP” bought for him by his wife, who had since sadly passed away. This private plate was lost during his last BMW purchase as the selling dealership failed to help the customer retain the plate on time, despite agreeing to do so.

Struck by how emotionally attached Mr C was to this plate, Harry set about searching for an alternative and managed to source the plate “S21 OUP” that would fit perfectly on his brand new “21” registered Maserati Ghibli. The plate was fitted to the customer’s car in time for collection and was a heart-warming (and tear-jerking) surprise when all was revealed from under the showroom cover.

This exceptional level of service is the essence of Making it Special with Harry and the team going above and beyond to give Mr C a truly unforgettable experience. Needless to say, the customer was elated at his entire Maserati experience and Graypaul Edinburgh has a customer for life.

The customer couldn’t make any comments as he was, in his words “Speechless” he mentioned he thought he was “Just collecting another car”. Mr C was truly blown away by this experience.

During a storm on a Saturday a few weeks ago, a customer broke down in one of our demo’s whilst driving to collect her vehicle from the centre at the halfway point from her house to the centre (which was 42 miles away). Steve liaised with the customer and Porsche Customer Services to recover the vehicle.

Due to the weather conditions, the next available time slot was 3pm, meaning the customer would be stranded by the side of the road with her children for up to 5 hours awaiting recovery. Upon discovering this, Steve quickly jumped into action as it was unacceptable to leave this customer stranded. He arranged for his colleagues to see out the further 4 customers on that day and drove her vehicle to her so she could continue her journey. Steve then stayed with our demonstrator until it was recovered at 4pm.

Steve handled what was a difficult situation very well and the customer was over the moon and very impressed at Steve’s efforts.

Well done Steve!

We received a call from a customer that lives over 170 miles away from our dealership. This particular customer is very demanding but is an important customer to Bentley and Lamborghini Birmingham, having spent over half a million pounds with us on two cars. His concerns were that his vehicle had developed a noise that he wanted to be investigated and rectified. Due to the nature of this noise, it required for the customer to demonstrate this so we could ensure we could resolve this when the vehicle is on-site with us.

Before we arranged to go and see the customer, it would be best practice to test a comparable vehicle with the customer’s to compare. The customer’s vehicle is a Bentley Bentayga W12. The only similar vehicle we had on site had a different wheel size set up. Ross took this in his stride and offered to swap wheels from another car to enable we could do a true like for like, comparable test. Ross then offered to go over to this customer, but due to the client’s busy work schedule, we needed to be with him before 9am. The next hurdle was that the customer lives over 170 miles away, which is a four-hour drive from Bentley Birmingham to get the customer. Ross ended up leaving home at around 4am to enable he could meet the customer at their address in good time and be able to test the vehicle with them.

We managed to trace the cause of the noise and then arranged for the vehicle to be collected and returned once completed. We truly believe this is going above and beyond in order to meet our customer’s high expectations and getting it right, first time.

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.

Paul was returning from a morning of parts deliveries and as he was approaching the brow of a hill he saw that a lady was broken down in the middle of the road with a piece of metal wedged under her car. Paul made the road safe by using our delivery van with hazard lights on and proceeded to raise the car up on its jack and removed the piece of metal, he inspected the car for further damage and the lady was able to carry on with her journey. She phoned our Parts Manager to say how grateful she was for the assistance Paul gave.

A great example of helping others when the need arises and fantastic PR for the dealership.

A service customer, Mr S, was on his way to the Centre to drop his car off to us however he was stuck in heavy traffic due to an accident. Rob stayed until 7pm for Mr S to get here and this was Rob’s first day with the company! The customer was very grateful that there was someone here to look after him when he arrived.

Another example of Rob’s excellent service was one Saturday, a customer was bringing their car in for a service and hadn’t mentioned that an MOT was required. Our MOT test centre isn’t open on Saturdays so Rob had arranged for another test centre to MOT the vehicle and paid for this out of his own pocket. The customer was really pleased with the service and has confirmed that due to Rob going the extra mile he will continue to use our servicing and MOT for years to come.

A customer’s Maserati Ghibli was recovered to our service department, the fault was diagnosed as an engine seizure and a replacement engine was required. Obviously, this news was very distressing for the client but Antony managed the situation brilliantly and, thanks to regular communication, built up a good rapport with the client. The replacement engine was not immediately available and it became apparent it would not arrive in time for the client’s holiday, a road trip to Italy with his family.

Although he was provided with a hire car, it was not a Maserati and he had specifically planned the trip to Italy to enjoy a fabulous driving experience in his Maserati. Antony spotted the pending problem early and in enough time we were able to work with Maserati GB to come up with a creative solution and provide a replacement Maserati Ghibli for our customer’s trip.

What made this very special was solving the problem before the customer raised it and having a solution ready. He was absolutely delighted and when he returned from his holiday he decided to part exchange his old car for the later model Ghibli he had loaned from us for his holiday. Well done Antony!

A customer took delivery of his McLaren 720S following a 6-week delay as our bank had lost his funds following his TT payment for the car. One day after taking delivery his tracker unit failed, leaving the car uninsured. Andy Hill offered to get up at 4 am and drive to Hertfordshire so that the customer would not be inconvenienced that day.

Whilst the customer was grateful, he asked if Andy could wait until 8 am before knocking on the door as his wife was undergoing radiotherapy. After that news, Andy bought her some flowers and arrived with them which made her cry (happy tears) as she really was so surprised and delighted. Andy then spent three hours dealing with the issue and managed to rectify the fault before returning to the dealership and working through until 6.30 pm that evening.

The customer was simply over the moon with what Andy had done for him.

As a loyal Maserati customer, when Mr B ordered his 3rd Maserati, a very special replacement for his Grantourismo, James wanted to make his handover experience as unique as the car Mr B had ordered. When Mr B ordered his first Maserati Grantourismo 4 years ago he received a calendar from Maserati which he enjoyed. However, despite James’ efforts, Maserati have not produced one since. So when the beautiful car arrived from the factory unknown to Mr B James arranged for a professional photographer to take his Maserati off-site for a bespoke photo shoot. James then used a selection of the images to design a calendar for Mr B which James handed over as a gift on the day of collection, along with a memory stick with all the images from the photo shoot. Mr B loved his new car and his special handover gift.

Whilst on a road test, Matt assisted two elderly ladies at the local shop when he noticed them in distress. Their four tyres had been let down so he re-inflated them, drove the car to their local garage and made sure it was safe before returning to work. The ladies called and said that Matt was most certainly their ‘Knight in Shining Armour’.

On another occasion, during our event in Anglesey, Matt fuelled up a customer’s car who had arrived on very low fuel. He then noticed a TPM fault, resolved the issue and fully cleaned the car so when she returned from her driving experience her car looked like new.

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.