Lisa’s role is primarily a back of house role within the service environment, mainly to input all warranty claims to both Lamborghini and Bentley. She has worked within the team for 20 years, starting at Willenhall and relocating to our current site in 2006, and is integral to the smooth running of the department.

Lisa overheard one of the service team say that a customer was coming to collect their car as it was their birthday and they needed the car so they could go out that evening. Upon hearing this comment, Lisa suggested that we should have a selection of birthday/greeting cards available to give to any of our customers when they visit the dealership, she then sourced a selection of cards which are now in the office should we wish to give out a card when customers visit.

Lisa demonstrated that even though she does not have direct involvement with our customers she still wants to make their experiences’ with us special.

Well done!

The team at Bentley Leicester have worked with the local charity, Leicester Cares, for several years. So when we found the head of their charity, Monica Stark, was retiring after 13 years we wanted to ensure she received the celebration she deserved.

Tim Flood, Driver, volunteered to surprise Monica by picking her up in a Mulsanne and chauffeuring her to and from her retirement celebrations. Tim offered to do this in his own time and his efforts were very much appreciated by Monica. She commented “I was absolutely thrilled and it made the most perfect start to my retirement celebrations.”

One of our McLaren customers had a fault with his 570 which we believed was due to his battery being out of charge.

Rather than inconvenience the customer, Jamie volunteered to go to the customer’s house on a Saturday morning and place the car on charge with our charger. He then ran the Diagnostic computer through the car and cleared any faults.

Jamie then went back, again in his own time, a week later to retrieve the charger and check that everything was OK with the car; needless to say the customer was very happy with the service he had provided.

Maserati Salesman James recently dealt with a couple who were long time Mercedes customers, but had decided it was time for a change. They began to look at the Maserati Ghibli and after a number of dealership visits they decided to purchase the car.

Upon handover day, they arrived accompanied by their daughter who suffers with learning difficulties.

Linda took her under her wing and looked after her whilst her parents were signing documents and going over the controls of their new car. Linda gave her a tour of the dealership, showed her around our coffee bar and explained about our range of cars. Her parents were absolutely blown away by how wonderful Linda was with their daughter, explaining they often find it difficult to take their daughter out to places because people don’t know how to react to her and that Linda really had made both themselves and their daughter feel completely at ease and made it a thoroughly enjoyable experience for all!

Mr David Shaw has been a long standing client of the Sytner Group and was due to take delivery of his third new Maserati, the Levante. James, having dealt with Mr Shaw over the years, was trying to think what he could get him for a hand over gift. He knew that the client had recently purchased a 1972 Eifelland Formula 1 car, which was driven by Rolf Stommelen, and was his pride and joy.

Speaking in secret to his wife, James found out that Mr Shaw has a lot of pictures of his cars but not this new one. With the help of the details Mrs Shaw gave him, he found online not only a picture of the car, but one that was taken whilst David was driving it. He arrange to have this blown up and framed and put it in the boot as a surprise for handover. Mr Shaw was overwhelmed with the thought that James had put into this, and the picture is now hanging on the wall next to the car in the garage.

We received a request to order a set of replacement keys for a Ferrari 599 GTO. The keys arrived and Jo set about contacting the client in order to book the car in to program the keys to the car. Unfortunately the client was going through a divorce and his wife had taken the keys to his Ferrari and disposed of them in the local river rendering the car immovable. The Ferrari was kept at their London address in an underground car park accessible only by a lift.

Jo arranged a site inspection, it was clear we did not have the resources to move the car in the space available so Jo located a specialist removal company who had the necessary equipment to retrieve the car and it was all arranged. When the team arrived they were confronted by an angry ex-wife who told the team in no uncertain terms that they could not take the car and that they were to leave the property immediately. Jo liaised with the client and ex-wife and was able to smooth the way for the car to be collected and the work carried out.

All in all this took over three months to complete the task however thanks to maintaining a good relationship under difficult circumstance we have now bought the car.

Well done Jo for your perseverance!

One of our customers and his wife were going to drive through Europe on holiday. On the morning they were due to depart, the customer realised his Panamera had developed an oil leak. A bit panicked (understandably) he called the Centre and spoke with one of our Service Advisors, who dispatched Derek to the customer’s house. Armed with his tools, Derek arrived 20 minutes later and set about diagnosing and rectifying the oil leak. An hour later Derek was finished and the customer and his wife were able to set off on their journey as planned. He was so happy that he sent us in a quick thank you email.

My Porsche developed an oil leak at a most inconvenient time. After a call to Sean Huxter, he dispatched a mechanic as soon as was possible to effect a repair. The mechanic whose name I forgot, did an excellent job, and explained the cause of the leak. Big thanks to all.

The newest member of our team, Trish, certainly knows how to make a good impression.

One of our regular customers came in on Saturday asking if he could have a 911 brochure to take for his father-in-law who was in hospital so he could read it in bed whilst recovering from his minor operation.

Trish did better than just giving him a brochure, she made him a wonderful gift box full of Porsche literature and items focusing more on the 911, as that is his favourite model, giving it that extra special touch. The customer was overwhelmed and could not thank Trish enough for her kind and thoughtful gesture.

The following week the customer came in to give Trish a box of chocolates to say thank you. Well done Trish for making a lasting impression.

Welcome to the team!

Bruce is a longstanding member of our sales team. Despite the volume of cars that he sells, he is always very well organised and highly professional. More importantly, he does not just focus on the sales area of the business – he openly encourages customers to come to him on any Aftersales questions or issues so that he can get involved and get it resolved, rather than simply pass it over to someone in Service.

His Passion score so far this year is 98% alongside last year’s score of 96.9%, confirming that he really knows how to ‘Get it Right’ and ‘Make it Special’ for our customers.

In January, one of our customers phoned in to the Centre as her AdBlue warning light had come up on her Cayenne. We knew that Mrs Ethell had recently had a baby, so when taking the call, Amber knew it would be difficult for her to make it into the Centre with her 3 young children. Mrs Ethell needed the car the following day and Sean offered to drive to her house first thing in the morning to ensure everything was ok with the vehicle and top up her AdBlue. Sean left his house early doors to ensure he could help Mrs Ethell and still arrive at work on time!

Sean went above and beyond when he got to the Cayenne. Not only did he top up the AdBlue, but he cleaned the windscreen and checked the lights, levels and tyres were all ok for the onward journey. Mrs Ethell was very impressed with the prompt service and thanked Sean for going above and beyond to help her.

Well done Sean!

Mr Alexander had arranged with one of our Sales Executives to test drive a Macan on the 25th January. He was greeted by Rosy on his arrival and was chatting with her whilst the Exec fetched the car he was to test drive. Rosy noticed that Mr Alexander was looking anxious and asked if he was OK and he said he was diabetic.

Rosy asked if she could get him anything and he asked for a ham sandwich with a smile on his face but said a biscuit would keep him going whilst he went on a test drive. Whilst out on the test drive she went out and collected a plain ham sandwich which was then waiting for him on his return on our coffee bar, he was delighted by this gesture and of course, went on to purchase the car.

A little gesture that made a huge impact with Mr Alexander.

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.