I wanted to recognise the courtesy and friendliness shown to my 10-year-old son, Liam, and myself by Sam at Edinburgh Lamborghini. I have been in touch with the dealership via their Facebook page and we got to meet the man himself at a track day at Knockhill on the 23rd July this year. I enquired about any ‘open days’ that they may hold where Liam could get up and close to the cars and maybe even get to sit in one, if possible. We were ‘casually’ invited up to Edinburgh on 19th August to take a ride in the new Huracan Performante. Needless to say, it made a young lad very happy and the envy of all his school friends (and Dad who could not take up the offer that day). The main point of sending in my thanks is that even though we told Sam that, sadly, we are not and, possibly, never will be Lamborghini customers due to ‘financial constraints’ he treated us no differently than if we had of been. It must be the bane of the lives of supercar salespeople who are trying to make a living with people wanting to see cars that (realistically) are an impossible dream but Sam was very gracious about the whole thing and allowed my son to experience a very rare privilege. I, therefore, would be very grateful if you could recognise a team member and forward on my, and Liam’s, thanks. Sam is a credit to your company.

We recently had some lovely feedback from a couple of customers who had just picked up their new Cayman.

They had been in to visit with their two Westies (West Highland White Terriers) the previous week and Ana had spent some time welcoming and hosting them so when Ryan told her they were coming to collect their new car, she thought it was an ideal opportunity to make their handover experience really personal

Ana put some little bits and pieces together for them including gifts for the customers but also some special treats for their dogs and they couldn’t have been more pleased! They sent a lovely card to the dealership to say a big thank you to Ana and the team.

Richard is fantastic at thinking outside the box for customer handovers and ‘Making it Special’ for them. This was the couple’s first Ferrari, and they will certainly remember this for all their days. Richard organised a local company to reproduce the images from the production line of their Ferrari, and also a special photo book of their trip to Italy when they specified the Ferrari.

The photo book included their factory tour, dinner at the famous Montana restaurant and the Ferrari Museum. As well as this, Richard came in on his day off previously while the customers were waiting for their Ferrari to be built to carry out a passenger drive with their daughter so she was included in the overall experience. On handover day our host Alex had organised an Italian lunch buffet at the dealership for the whole family and little gifts for their daughter.

A sincere and heartfelt thank you to Richard Gargaro. Our whole experience with Richard has been wonderful and he has gone way above and beyond the call of duty. For example coming in to give my daughter a drive on his day off. Also his patience and understanding on our two day Ferrari experienza. Nothing was too much trouble for him. The actual handover day was fantastic. Initially picking us up and treating us to a lovely lunch and thoughtful gifts for Eleanor and myself. To sum up, we now feel Richard is more like a trusted friend and he certainly is a credit to your company. We hope you will pass on these comments to Richard from us.
– Douglas Wright and Eleanor.

Our customer, Mr Hughes, was checking his car over while preparing it for a trip abroad and noticed that his locking wheel nut key was missing. He called the garage explaining his predicament and the need to have a replacement key as soon as possible to avoid delaying his planned trip. With a wide range of options for a new key, Sean and Mark took it upon themselves to do all they could to obtain and supply a replacement as soon as possible. They diligently checked all available options on site and came up trumps with a new key to allow Mr Hughes to continue with no delay.

I would also thank Sean from parts and your young apprentice who spent time trying to find a similar bolt on every car in the garage! Please pass my thanks to these members of staff. A satisfied customer
– Tom Hughes

Richard took on an enquiry that came into the business for a family and their son who was just finishing his first year apprenticeship as a motor bike mechanic, and was mad on Ferrari and Ferrari racing. Richard checked with his senior manager that it was all right to carry out a dealership tour and to take the young apprentice out in a 488 GTB which it was.

This is the feedback from the young lad after his visit:

My experience with the Ferrari was unreal, it was definitely a once in a life time experience and I couldn’t be happier with how good Richard was, he was overly generous and made the experience even better. Cheers.

We are all busy, but we always need to remember that we work with the best brands in the automotive industry and little things like this go a long way. I am sure this will keep the young man’s passion and interest alive in Ferrari forever more.

Gary and the team knew that a very good and loyal customer was diagnosed with cancer and was going to be going through chemotherapy this year. The customer had a deposit for a 488 Spider to replace his current 458 Spider. The team at Graypaul Edinburgh pulled out all the stops to make sure that customer’s new 488 Spider would be finished and delivered for when he was finishing his treatment. As you can imagine, this was not an easy task with a new car build and the manufacturer, but they pulled it off and it was a great surprise for the customer. Gary always kept in touch with the customer, and updated him with regular contact which may seem a normal process, but can be a difficult situation when the customer is going through such a important illness in their life. As we would expect of someone with Gary’s experience, he handled such a delicate emotional process and handover very well.

I was collecting my new 488 Spider, which had arrived ahead of schedule. I am very appreciative of that, as it came when I was just reaching the end of my 18 weeks of chemotherapy a great morale boost. Many thanks to Gary Beattie and also to Chris Sainsbury.

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.

Graypaul Edinburgh sold a pre-owned Ferrari California to a long standing Ferrari owner who was also a Ferrari Owners Club AGO. The California was a surprise present for his wife as they had been talking about buying one from when it was first launched in 2009. The time was right for them now to own a California. The Brand Manager had known the customers for 10 years and had given Alex a lot of information about the customers.

One of their passions was their Pug (Lola) who went everywhere with them, and was a very important part of the family. Alex decided to order Ferrari red dog bowls and doggy treats for when they came in to pick up the California. As it was a surprise for the customer’s wife, the manager had arranged with the husband that they were coming in for lunch and a catch up with him. The California was covered up with a red cover, and there was champagne and flowers as we knew the wife loved flowers and was a keen flower arranger.

It was a complete surprise for the lovely customer, she was very touched, and even took the bowls away as she loved the idea and wanted them as a memento at the house!

Richard has been nominated for his great reviews on Google in January from customers that he sold and delivered cars to in December and January. Not only did Richard have great reviews from customers he sold vehicles to, but also customers that he is still dealing with and hopefully will purchase vehicles from us in the future. Eight very good reviews have come over on Google in the last month which is exceptional. Google reviews are very important to a business like ours as potential customers see this when they search for Ferraris or Maseratis in Edinburgh and Scotland.

Richard has a ‘can-do’ attitude which is great to see from someone who has just finished their probationary period within the team. The way he deals with customers is refreshing and is a lesson for all. I have no doubt that his sales and customer service will continue to impress over the coming months as he establishes himself in the Graypaul sales team.

Thanks Richard for the purchase of my new 488 the service was first class and excellent throughout. I would not hesitate to recommend Richard Gargaro in the future and will continue to use Ferrari Edinburgh and Richard for all my future purchases.

Porsche Centre Edinburgh have finished the year in No.1 position in Porsche Passion. The team have demonstrated an outstanding level of customer care throughout 2016. The objective was to achieve No.1 position in the UK at the start of the year, this has been delivered by the team who have ensured that our customers were delighted with their experience when visiting our centre.

The result speaks for itself, what an achievement!

Very well done to all the team.

Scott has once again shown outstanding customer service and has received excellent feedback through the Porsche Passion Survey.

I have only had the car 2 months. The 111 point check threw up an over-rev issue that is on the cusp of acceptance by the manufacturer to allow me to put a warranty on it. This said however, Porsche Edinburgh to my surprise have offered a complimentary further 111 check, together with the other checks that shall allow me to put 2 years warranty on the car. This level of service has been unheard of by myself in 40 years of driving. Porsche Edinburgh have renewed my faith in car dealerships. Full of integrity, bravo guys. Look forward to getting it in and willingly putting 2 years warranty on it.

This led to the head of customer experience and strategy at Porsche GB sending it on to his MD to flag up Scott’s great work.

I just wanted to say how pleased I was with the car and the service provided by Andy. I asked for several changes to be made to the spec and all were carried out to a high standard, the car is exactly as I wanted it to be. However, I must recognise Andy’s efforts to get the right car for me.

I had previously rejected 4 or 5 vehicles he had offered to me for various reasons but he kept looking and eventually came up with a great deal and we agreed the sale. There are very few people I would trust enough to spend that amount of money on an unseen car, but Andy has developed that relationship with me over several years. When my wife and I did arrive in Edinburgh to collect the car we were met at the station by Andy and taken to the dealership to find the car nicely presented under a cover ready for unveiling.

Andy has a very relaxed but professional manner with his clients, works hard to meet their specific requirements and helps to create a positive environment. My opening sentence was deliberate in that I visited another Lamborghini dealership but did not get the same sense about the salesperson at all. The reality is that you buy from a person, not a dealership. Andy already has me pencilled in for a used Superleggera and he is probably correct. I look forward to returning to Edinburgh for my car’s service next Sept, always a good excuse to spend a night or two in your lovely city.

Richard has been with us since April as a new addition to the sales team with the Graypaul Ferrari business. Richard has particularly stood out with his customer feedback so far, and the way he has dealt with customers.

A customer’s son contacted us back in June to say that it was his Dad’s 70th in September, and as they had purchased Ferraris from us a few years ago he wanted to put a deposit down on a Ferrari 488 for his father for next year as a birthday gift as his father would not get around to doing it otherwise. Richard invited the Williams to our track day at Knockhill in September for passenger rides in the 488. He also then wrote a letter for them to give to Mr Williams senior on his birthday about his trip to Italy and loaned his son our demonstrator on his father’s birthday to take along the letter and welcome to Ferrari gift that Richard handed over. The Williams are due to come to Italy and the Ferrari factory with us in October to specify the father’s new car. I believe Richard and the dealership have made this an extra special event for the customer and his family thus far.

Mr Nathan Ellis-Calcott decided to call our Head of Business a few days ago to convey his absolute delight over his 3rd Porsche which he has purchased from our centre and the service he has received from Paul Paxton in particular. Time and time again, Paul has gone beyond the call of duty to give Mr Ellis-Calcott an exemplary experience. From visiting Mr Ellis-Calcott at his house and work to working out of business hours Paul has really demonstrated our philosophy of ‘Getting it Right’ and ‘Making it Special’ on each sale. Furthermore, Mr Ellis-Calcott advised the General Sales Manager that one of the main reasons for him buying from our centre time and time again was due to Paul.

For some of the answers I marked 'as I expected', this is because I have bought three cars through Porsche Edinburgh and the standard of service, personnel and and overall experience is one of complete excellence and I have become accustomed to it. People worthy of mention and in no particular order are Paul Paxton and Allan Duke - Your customer service and quality of product ensures my future custom. First Class.
– Mr Ellis-Calcott

Mr Field had ordered his Huracán Spyder 12 months previously, literally as he was collecting his Huracán Coupe from Lamborghini Edinburgh.

The transporter with his new car was due to arrive on the Thursday morning, but unfortunately didn’t get to the dealership until early Thursday evening.

Martin Tracey worked over on the Thursday night to have the PDi completed along with the COBRA installation, so Mr Field could collect his car at 10am on the Friday morning, his birthday.

Great commitment to ‘Getting it Right’ and ‘Making it Special’ for our customer!

Patrick as well as the other team members at Edinburgh dealt with a Dr Moran very well from start to finish. Dr Moran had brought back our Ghibli Diesel from a 24hr demonstration drive. On that Saturday afternoon Patrick had gone out to see a customer so Gary Beattie in sales helped with signing the Ghibli Diesel in, and discussing the vehicle with Dr Moran. Dr Moran liked the vehicle but felt the size was a bit too small for his needs. Gary directed Dr Moran to a Quattroporte to look at, and then introduced Jonathan Douglas our Business Manager.

Dr Moran was very impressed with the Quattroporte and liked the demonstrator he sat in. Later that day he called Patrick back and deposited on the Quattroporte demonstrator and said how impressed he was with Patrick’s service and also that of the other team members, in particular the way the whole process had been conducted from very first phone call.

Comment from his later email: ‘I have never had such superb service, without any pressure and extremely helpful. Thank you…if you would like me to put anything on your website, I would be delighted.’