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.

John’s customer had his factory visit cancelled 3 times due to COVID-19. He desperately wanted to see his Bentley in build.

To make this happen, John spoke to Bentley Motors and after a lot of time spent planning and organising, he managed to get a member of the team at the factory to take photographs of the Bentley at each stage of its craftsmanship. The said person at the factory taking the photographs had to carry out a COVID test each time they entered the premises.

John was then able to create a journey for the customer using the photographs provided, which made this a very memorable and unique experience.

Excellent service throughout the buying process from the whole team. A big thank you to John Machin for all his assistance and great personal touches such as arranging photographs of the car being built.

Stephan put a lot of effort into a special handover gift for a customer who has recently lost his wife.

His customer had a Greyhound puppy (Buster) who had helped him through the ordeal and so Stephan bought the dog a personalised rug with his name on for the back seat and also a portrait picture welcoming him and Buster to the Bentley brand.

The customer was completely blown away and delighted with the thought that Stephan had put into his handover and thank you gift.
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Fraser had a special hand over planned for his customer Mr G who purchased a Porsche Cayenne as a gift to his wife, the perfect luxurious family car, as their twin babies would be arriving in the near future.

On the day the car was arranged to be collected Mr G called Fraser to say they could not make the collection as Mrs G was now in labour at the hospital. Knowing the thoughtfulness and detail Mr G had planned, Fraser decided to make a video to bring the Showroom handover experience to the couple. This allowed Mr G to show the thoughtful reveal he had planned to his wife. As the Porsche car cover fell from the car the video unveiled the sparkling white Porsche Cayenne with a huge red bow on the centre, a beautiful bouquet of flowers and a friendly congratulations message from Fraser.

Mr G thanked Fraser for continuing to make his wife’s gift extra special and also for remembering the big red bow on the car, something Mr G had requested for the handover. The couple were delighted with the video and with Fraser’s efforts to add to their special day with a heart-warming congratulations message on the birth of their twins.

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.