A lady called me last week asking if we had a certain mug in stock.

It is her husband’s birthday coming up and he had just smashed it, so she wanted to replace it for him.

We didn’t have any in stock, so I got parts to order her one in.

As she lives in Kibworth, it wasn’t ideal for her to come and collect it, so I arranged for it to be a stop on the parts delivery (with help of Dave Ashford).

It finally arrived yesterday, so I thought to make it extra special, I would wrap it up

She called for me this morning after it had been delivered stating she couldn’t thank me enough and that I had gone above and beyond to help her.

It’s the little things that matter

One of our customers who frequently comes in has fallen ill in Hospital with Pneumonia. His son is bringing his car in for some work to be done on the 6th of Feb and we thought it would be nice to order him a box of Biscoff as we have noticed he always asks for a Latte and some Biscoff when he comes in.

We recently delivered a new Ferrari 296 GTB to Mr Jordan. Mr Jordan is a well-known Sytner customer locally and has a collection of supercars all from Sytner including Ferrari, Porsche and Lamborghini with a collection of around 15 cars which he changes regularly.

As the customer has a very individual specification and he was enjoying his new Ferrari so much he can’t stop driving it, we felt that we wanted to recognise this with something different. Bethany is a keen artist in her spare time and she decided it would be so special to draw him a personalised picture of his Ferrari. Bethany spent over a week drawing a stunning image exactly to the customer’s specifications, down to the finest detail including his cherished plate. We then framed the image and presented it to him on his next visit. The customer was clearly overwhelmed by this gesture as nobody had ever done such a thing for him before.

Mr Jordan was amazed by not only the thought but also the detail in the image. He couldn't wait to show his wife and friends and that the picture was going "take pride of place in his car storage unit"
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Georgie had heard that Richard Taylor’s daughter had passed her driving test and was super excited as her dad had purchased her a new car.
Georgie purchased a new White Company air freshener along with a signed card from us here at the dealership. Richard was a little taken aback by the fact she had done that and couldn’t thank her enough .

When speaking with Richard Taylor we found out this his daughter had passed her driving test, he was so proud to tell us and we thought it was only right we sent her a little congratulations gift from the White Company, to say well done.

Andrew Foster came in with his son Conor. Whilst in the bar chatting with Ellie, Conor mentioned it was his father’s birthday the weekend of the event, so Ellie took it upon herself to sort some passes for them both. Conor surprised his dad with the passes for his birthday and later thanked Ellie expressing how much of a lovely time they had.

We helped Conor Foster, the son of Mr Andrew Foster; Ferrari customer…. To arrange the surprise for his Dad to attend the TSR Motorshow. He was extremely overwhelmed and grateful for the experience!

A good customer of ours came in and dropped his car off for service and stopped for a quick chat and a coffee. During the conversation it was mentioned it was his 14th wedding anniversary that day. It was very much a passing comment but one that Michelle mentally noted.
Once the customer had left Michelle arranged for a bouquet of flowers to be delivered that day to the client with a card from the team congratulating them on their anniversary.
I think the customers comments say it all.

Hello team,We are not sure who to thank, but THANK YOU for the stunning flowers delivered today for our 14th wedding anniversary, we are both a little taken aback , again, thank you!
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Mr Hill had requested through one of our hosts, Georgie, for some number plate stickers to affix a new set of plates to his car having transferred his private registration. Having been involved in getting the handover ready with the sales team, Georgia knew that the car was delayed at the factory which Mr Hill had taken very well. She also knew that his business was the breeding of birds of prey. Wanting to do something a bit more for him, she ordered a coffee table book on Falconry and sent it out to the client, and received the below email back to thank her.

Good morning, The Number Plate stickers have arrived this morning, thank you very much. A very special surprise has also arrived. WOW, WOW, WOW. It’s a book I don’t have and I will be looking forward to reading it cover to cover. Thank You and Everyone that has contributed to supplying me with a very special car. Please give my Thank You, to everyone at Graypaul Maserati. Thank You Again Richard Hill Falcon Mews Ltd
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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!

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Dear Mr Dickinson,

I am writing to commend you on the exemplary aftersales service we have received from your dealership, and notably the remarkable assistance provided by Rebecca Harris.

It has been my experience that complaints solicit a rapid written, or verbal, response, whereas the efforts made are often overlooked, ignored, or considered as the norm. Rebecca has visibly embraced and exemplified the higher level of service principles by communicating regularly. In the various companies I have run, the basic mantra I have instilled in everyone is to communicate even if one does not have the information. It would appear that your dealership has adopted this culture.

Rebecca ensured that we were kept abreast of a search for a tricky sensor, and did not place any pressure on us to return the courtesy vehicle immediately once it was found, and the kind offer of some gifts as compensation for the delay in finding the elusive airbag sensor was a remarkable commercial touch, which can only further ingratiate your dealership with us.

As you are no doubt aware, it is with actions, and experiences such as these that you will be assured that we will be purchasing our next vehicle through your dealership.

Sam consistently receives exceptional  Trust Pilot reviews – here are just two:-

I purchased a 720s Coupe from McLaren Manchester and have my service work carried out by them. I found their service to be excellent. Particular mention for Sam Britland-Jones, I find him to be knowledgeable, very helpful and his communication is always perfect, a real pleasure to deal with.

What a great experience, Sam provided an exceptional service and has vast knowledge and experience with the McLaren brand. Definitely going back for all our service work

5 Star Google review.

Kate Proud took care of me in a professional manner, ensuring I was advised throughout of what was being undertaken whilst my vehicle was with Bentley in Knutsford. She is an asset to your establishment. Five Stars is the best I can do if there were Ten Stars I would most certainly give Ten for the care and personal attention shown by her. Thank you.