Stuart Cross sold our first batch of MC20s and Mr North’s car was the first one ordered and the very first car to hand over from Graypaul Maserati Edinburgh.

With the MC20 having a slightly delayed build time and delivery time Stuart had a tough job navigating these ongoing delays and keeping the customer informed and up to speed. Throughout this time he developed a very close relationship with Mr North and the experience has been nothing but 5 stars.

This MC20 was very important to Mr North as his son also helped spec it with him one evening back in February.

As the car eventually came close to arriving Stuart organised 3 very special gifts that are very unusual and bespoke for Mr North. The first was a small-scaled engine replica of the brand new Nettuno Engine designed wholly by Maserati for the MC20, the second gift was a print from a close friend of Stuart’s who made up a print of Mr Norths MC20 for his son to hang up in his room and the 3rd and final gift to Mr North…?

Stuart reached out to Klaus Bausse, the very man who designed the MC20 and requested very politely a signature on the Carbon Fibre Engine bay. Klauss was more than happy and even took a picture signing the car and sent it over to Stuart.

As you can imagine at that moment when Mr North saw all of what we had done, all of the issues of delays and waiting suddenly disappeared.

Mr North has since shared pictures with Stuart of the car on the Driveway and how much he loves his MC20.

It was a very big occasion for both ourselves, Stuart, Mr North and most importantly Mr North’s son who was very much a part of the process from start to finish.

Thank you.

Jamie

Mr North was blown away by the level of service provided despite the issues with delays.He said he felt
–

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.

We took a call late in the afternoon from a customer who had promised a friend’s son that he would take him to his school prom. He had to leave at 5:30 to make his way to the event and whilst getting the car ready for the trip he found that the battery had gone flat!

He called us and explained that he was part of the RAC but they were unable to help on time. Matt was in the office at the time and heard the phone call. Without hesitation, he offered to go and help get the customer on the way.

When Matt arrived at the customer’s house the car that we had been told was flat was not the car that we went prepared for. Matt had taken tools for a 458 but the customer had purchased a new Portofino and this is the car that had the issue. Using his own initiative Matt left the customer’s house and drove home to collect his own jump pack. Matt returned and got the customer on the way to the prom just in time.

On top of this, Matt offered to drive back with the relevant tools over the weekend in his own time to fit the battery in the customer’s garage.

The customer is over the moon with the level of service that Matt provided.

Our Service Manager received a call from Mrs F, who has not only been a loyal customer to Porsche Centre Glasgow but has also become a good friend of the Centre throughout the years.

Mrs F called the Centre in quite a panic as her car would not start and the car is essential to Mrs F to enable her to attend regular hospital appointments throughout her cancer treatment. Our Service Manager reassured Mrs F he would help and to stay calm. With a fully booked workshop and service department, our driver Alistair offered to assist. Alistair drove to Mrs F’s house to look at the car and assess if it was something he was able to help with. Fortunately, the problem was with the battery which Alistair was able to jump start and this got Mrs F back on the road. Not only did Alistair help with the problem but he also took a Porsche goodie bag to reassure Mrs F it was his pleasure to help out.

Mrs F could not thank the Centre and Alistair enough for helping on such short notice and being there for her when she really needed it.

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.

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.

Kate had a customer in for servicing and some repairs and she had been trying to get hold of him for a couple of days without success.

When she finally made contact with him he was in hospital having suffered a minor stroke!
Obviously, he couldn’t take delivery of his car that day but was hoping to be back at home on Friday.

Once Kate confirmed that to be the case and what time he’d be home, she arranged for the drivers to drop his car on his drive prior to him returning home. Kate bought a get well soon card for him and organised a little hamper of Bentley goodies and chocolates that were left on his doorstep ready for his arrival home.

If nothing else it’s a nice surprise for him that will hopefully raise a smile when he gets home.

Toni was greeting our customer, Mr W whose Porsche Macan was booked into the workshop. On his arrival at the Centre, Toni noticed Mr W glancing at a Panamera 4S E-hybrid, which he mentioned was his dream car and he hopes to purchase in the future.

During their conversation, Toni noticed Mr W seemed to be feeling down, which she responded to with a smile and a friendly, “How are you Mr W?” He mentioned it was lovely for her to ask this, however, Toni sadly learned that the customer’s wife had sadly passed away and he was finding things difficult. Thinking of what we could do to make him feel special at our Centre Toni explained she was going to collect the courtesy car keys (which she already had collected), and in fact, she was going to switch the courtesy car from a Cayman to the Panamera 4S E-hybrid for Mr W to enjoy his dream car whilst his car was getting fixed.

When Toni handed over the keys for the Panamera 4S E-hybrid, Mr W was delighted with this gesture and couldn’t believe he would be driving his dream car.

I wanted to nominate Andy Baker one of our Technicians for going beyond the call of duty.

We received a call from David Harrington regarding a very good customer of the Group whose wife’s car had a flat battery.

The customer had bought a 911 from Guildford (because we didn’t have one available at the time) and contacted them to organise Porsche assist to go out to her. They diagnosed that it needed a new battery but the driver wouldn’t recover it and Guildford said they couldn’t do anything for them because they were too busy.

Michael Elliott phoned the customer and Andy Baker volunteered to drive to their house (45 minutes away) after work and fit a new battery and drop off a battery trickle charger for them.

As the battery had not been kept topped up due to lack of use, it wasn’t covered under warranty. We fitted a new battery for them and paid for it as a gift.

Andy deserves recognition as he really helped the customer out when her selling dealer wasn’t willing to help.

Thank you, Andy.

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.

We had a discussion with Sue, a teacher, regarding a pupil of hers who she was extremely concerned about as he was academically amazing but lacked in self-belief and confidence. He was very passionate about our industry but she found it so upsetting that he said nobody would ever employ or believe in him.

We invited the student, as well as Sue, into the dealership and gave him a tour and plenty of advice regarding his future. Sue believes that the advice we gave to the student has really changed his outlook moving forward.

Michelle… it was wonderfully amazing and lovely to see a young man starting to believe in his future. I can’t thank you enough for allowing us the experience. Richard was also truly amazing.

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!

Mrs N collected her new Macan from ourselves at Solihull. Whilst collecting her part exchange from her home a few weeks prior to delivery, Chris noticed that her taste in décor and collectables was very Art deco and that she was a lover of Champagne.

Chris thought that the perfect handover gift would be a pair of gold, vintage Champagne flutes. These were presented at handover, filled with (non-alcoholic) Champagne.

Mrs N was brought to tears and said it was far more than she expected and thought the Champagne flutes were better than the car. Well done, Chris, for making the handover very personal and unique.

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.

Tristan was making his follow up calls and whilst speaking to his customer, the customer revealed embarrassingly that he had just run out of fuel in his car. Tristan straight away told his customer he would come straight to him with some fuel. The customer told Tristan not to worry as it was his fault he would wait for the recovery company to attend, but Tristan persisted and went and assisted the customer who was absolutely delighted with Tristan’s level of customer service. Well done Tristan.

Jack took a call out of business hours from Mr & Mrs D who were on their way to their Mother’s funeral and had a puncture. They were clearly very upset and stressed as they had lost their locking wheel nut key. Jack attended and used an inflation and seal kit to get them mobile again and then used his local knowledge to find an appropriate hotel for them to stay in overnight whilst he organized a replacement tyre back at the dealership the next day at 8.30am. The customer then attended the dealership that morning and had their tyre changed.

The customer spoke very highly of Jack and how helpful and courteous he had been and had clearly gone the Extra Mile to ensure they got to where they needed to be. They also spent additional money on their car following a VHC carried out that morning.

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.

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

Our customer, Mr T, had his Maserati serviced with us about a month ago he was all happy with the service and was enjoying his car. He was planning on taking the car to Spain on a trip with his family on Saturday morning and loaded the car as normal and nipped out to collect some last minute items when he released his heaters/aircon had failed. This was Friday afternoon at around 5pm and the customer rang in panicking.

Matt spoke with the customer who didn’t want to take the car to Spain as it was due to be hot there without aircon. Matt finished work then drove to Mr T’s home with some parts to try and diagnose the issue which turned out to be a fault distribution motor. He worked until 9:30pm fitting a new motor reset everything on the car and it was all fixed. The customer was over the moon with our service and could that he could take his car on holiday.

A customer from St. Andrews had their Porsche in for a service one Friday in March. The next day the customer called the centre to say that the end of their wiper blade had snapped off and they needed replacing but they felt it was too far to travel back down especially with the Service Department only being open until 12:30pm on a Saturday.

Our service driver, Alistair, was working on Saturday but was going to a family party on Saturday night in Inverness. When he heard about the customer’s predicament, he offered to make a 70-mile detour to the customer’s house before going to his family party so that he could fit the wiper blades for the customer and ensure they weren’t put under any stress. The customer was absolutely delighted with the outstanding service Alistair provided.

Well done Alistair!