Harrison was attending a Ferrari track day as technical support at Donington Park, and he had arrived early in the morning to prepare for the day. A customer turned up who had driven some 160 miles and had his car inspected. When checking his car to make sure it was safe for the track, it was found his front and rear brake pads were worn too low to use on the track. Harrison overheard the customer discussing this as he was distressed and offered to drive back to work in Nottingham and collect some tools and pads for the customer.

After collecting these, Harrison then fitted all the parts for the customer who was then allowed out on track, saving his day. The customer rang in and told us he was over the moon with Harrison and the special service he had received had blown him away. Due to this, the customer has decided to use Graypaul Nottingham for his service needs in the future.

It was Good Friday and Cameron had agreed to go to a customer’s house in Buckinghamshire to replace a wheel trim that had fallen off when the car was delivered back to the customer on the previous day.

The customer had a wedding on Easter Sunday and his Bentley was to be used for the wedding, so it was really important the car looked its best but the new part was on back order and had been for several months. The team arranged for Cameron to go down with a second hand part to sort the issue out, upon arrival and fitting the part it was too small for the customer’s car, Cameron drove the two hour journey back to the dealership where we managed to find another wheel trim. Cameron then drove back down to the customer’s house and replaced his trim, he finally returned back in the early evening.

The customer was so pleased he had resolved the issue so the car could be used for the wedding.

Excellent service, well done!

Our customer had his La Ferrari in for repairs, and whilst the car was in it was found the fuel pumps had an issue. We ordered the pumps as normal and started the repair which involved removing the engine and rear section of the car which takes about a week. We were awaiting the arrival of the parts and the customer informed us he needed the car for an event he had booked some 6 months ago. The part failed to arrive due to transport issues in Italy and the customer was getting very distressed as he had friends flying in from Canada and Australia specifically to see his car and have a drive with him on the event.

We tracked the part and managed to find it was near Redditch around 1 hour 30 minutes away, so we sent our parts van to meet the lorry and collect the parts. We got the parts back here around 3pm on Wednesday – the customer needed the car for an event on Thursday morning and we still had the engine out.

Simon, our Master Technician, offered to stay late and rebuild the car as the customer in question owns around 20 Ferrari’s and has lots of other cars within the Group and he knew it was important to the customer. Simon worked through the night until 7am the next morning completing the car which was collected at 7:30am to go to its event. The customer was over the moon and said he had never had service like it in all his years of car ownership and said it really means a lot to him and confirms exactly why he uses Graypaul Nottingham.

Amber had booked in a Mrs Kershaw for her annual service, with one of the drivers collecting the Porsche from her work address. However, the day before we were due to collect her car the customer called to say we would need to collect it from her home address instead as she was too ill to go to work. Amber made the appropriate arrangements for the customer but also went one step beyond her day job!

Amber put together a “Get Well Soon” package for the customer – including a card from the team, orange juice, grapes, magazines, a puzzle book and (of course!) some chocolate.

She arranged for the driver to give this very thoughtful package to Mrs Kershaw when he collected her keys, and she was delighted at the gesture. Well done Amber for making this customer’s day much better!

Mr Skelchy called Lamborghini Edinburgh on Tuesday 28th March to inform them that he’d had an ‘altercation‘ with a low flying seagull, this resulted in the destruction of his off-side wing mirror which had been left hanging off his car. Mr Skelchy was in an upset state as he was scheduled to drive to Gleneagles Friday evening for a surprise wedding anniversary weekend trip with their Huracán. Sam Kelly, our Product Specialist, immediately took control and recorded all the relevant details and also contacted Lamborghini Assist on his behalf, to arrange the Huracán’s collection and also arrange a replacement mode of transport.

He thereafter arranged with our parts dept. to have a new mirror assembly ordered, and on receipt drove to our coachwork sub-contractors in order to have the mirror cluster repainted to sample. Once painted he collected the mirror and arranged with a technician to work late on the Thursday evening and also the valeters to ensure the vehicle was presented to its former glory. Sam also worked late that evening and positioned the gleaming Huracan in the showroom, in the same condition as it was when it was collected 12 months prior.

An “overwhelmed” Mr Skelchy collected his vehicle the Friday morning at 9.30am all set for the day ahead as planned prior to the incident. Mr Skelchy added that “for an 18 year old boy to act in such a professional and mature way has truly demonstrated the kind of professional business that we are.” In addition, Sam also presented our client with a Lamborghini boxed bottle of champagne to help them celebrate their wonderful occasion.

Hope had a customer in who was having a lot of work done on his 328 and mentioned that he liked nothing more than to sit in his garage and drink a bottle of wine whilst looking at his car.

As he was authorising a large amount of work, Hope decided to make up a pen drive of photos showing the car being worked on at various stages and then give it to him as a final gift. She then also presented him with a bottle of wine for when he is reviewing them at home.

The customer was over the moon with this and wrote in to our director saying how pleased he was with Hope.

Mr Dernie took delivery of his new Maserati Levante, and on the Sales Executive’s follow up call, he mentioned that the car was fantastic but the brightness of the navigation screen at night was too much and could he turn it down as it was giving him headaches.

The Sales Executive looked through all the book pack and could not find anything related to this and asked Rob for his assistance.

Rob was just about to go on lunch, but took it upon himself not only to check the manuals, but found the keys for the demonstrator and spent his entire break time going through the menus of the car. He succeeded in finding the complicated process required.

Mr Dernie was then invited back into the showroom and over a coffee, Rob explained the process through with the client.

Mr Dernie said that the service he had received was exemplary, as often the little things that seem unimportant to anyone else can get overlooked or dismissed.

A service customer was due to graduate on the morning following dropping her Maserati Ghibli in for its first annual service. Unfortunately she arrived to drop off her car in a blind panic as she had somehow managed to shred her graduation paperwork when clearing out her office the previous evening!

Upon mentioning this to Gemma over a drink at our coffee bar, Gemma stepped into the breach and arranged for a copy of the paperwork to be sent to the dealership and printed, ready for the customer. As an extra special touch, Gemma then arranged a congratulations card to be signed by the team and handed it over with a bottle of champagne upon the lady’s return to collect her car after her graduation. The customer was surprised and delighted by Gemma’s thoughtfulness.

For the last four years, Porsche Centre Glasgow has run a ‘Big Day Out’ for the terminally ill children and families of CHAS Robin House. The event begins at Robin House, team members from PCG take Porsches to the hospice and meet everyone who will be joining us, we then head in convoy to the Rest and Be Thankful. Once there, we take the children and their families up and down the old military road which is a private road in the Porsches and everyone involved absolutely loves it!

Every year John manages to make the event bigger and better – he even managed to arrange a police escort from the hospice to The Rest and Be Thankful! John does everything he can to make it a special day for all involved. We have now formed a great bond with the owners of the old military road, a local catering company, the traffic police, customers who have attended and of course the staff and families at CHAS Robin House who are always only too happy to help all thanks to John’s passion for ‘Giving Something Back’ to the community.

Mr Roberts brought his Maserati into us to check for a possible problem whilst he waited in our waiting area, Rachel made sure he was comfortable and carried on with arranging the inspection in the workshop. In the meantime Hope and Lauren who were both in the customer lounge started chatting with Mr Roberts whilst he was enjoying a coffee and a brownie, they found out that he had just become a very proud grandfather and enthusiastically viewed the photos of his newborn grand-daughter.

Hope and Lauren wanted to do something to make this special for him, so Lauren dashed out to a local shopping centre and purchased a girl’s newborn baby outfit and a card for him. A little later on, Hope and Lauren went to see how Mr Roberts was and surprised him with their gift to which he was truly overwhelmed and shed a few tears at their very kind gesture.

He left our dealership knowing there was nothing at fault with his Maserati and also with a little gift to give to his grand-daughter and commented in his feedback email:

“ It was a very nice touch on behalf of the dealership and one I have told many people about since (and will continue to do so), it was not something we would have ever expected and I was so surprised when you approached me with the gift. To me it just confirms why Graypaul has such an excellent reputation for its customer service and experience.”

After taking delivery of an Aventador Roadster, the customer spoke with Adam late afternoon and explained that he was experiencing starting difficulties. Adam and Cameron drove to Kent straight away, arriving around 7pm but, frustratingly they couldn’t resolve the fault so they pushed and repositioned the car for recovery and returned home around midnight.

The following day Adam was on a course, throughout the day he spoke with Lance trying different options. When the course finished he returned and supported Lance and they eventually traced the source to a faulty instrument cluster, resulting in another late night. The following day they were informed by Lamborghini that the part was on back order, by now the customer wanted his money refunded.

Lance decided the only option was to rewire from the fuel pump to the dashboard. The Roadster was returned early Saturday morning by truck, the customer was delighted and completely oblivious to the man hours and commitment given behind the scenes from Adam and Lance.

Rachel looked after Mr Cherry and his F12 whilst it was in for service and he was waiting in our showroom. Our technician identified a fault on the car which we needed to order parts for and Mr Cherry was safe to use the car in the meantime. Mr Cherry indicated to Rachel that he was going on a European tour in the car and would like to get the part replaced before he went. A week later the part arrived (2 days before his European tour) – Rachel excitedly telephoned Mr Cherry to give him the good news, he was delighted with this and arranged to be with us at opening time the following day.

During the call Rachel found out it was his birthday that day so without hesitation she ordered a personalised birthday card to be delivered the following morning and on her way into work she popped into a supermarket and purchased a birthday cake and a bottle of Champagne.

Mr Cherry arrived early and Rachel greeted him and showed him to an office as he’d said he needed to do some work until the car was ready. Once the card arrived Rachel got all staff to sign it and then presented Mr Cherry with his birthday surprises, he was overwhelmed and said he had never known service as good as this ever before.