Exceptional feedback received from Mr Mark Brown who collected a car from us in June. Not only on the survey but he emailed in to make sure the feedback was received by all. Every aspect of the sale and handover were complimented including keeping it a surprise from his wife throughout and then getting her a personalised gift for handover. On my Sales Manager follow up call he could not have been more pleased with the whole experience and also commented about the night and day contrast from his last experience when dealing with Porsche Nottingham. Already looking forward to buying his next one with us. Great work from Akil

Very welcoming, and presented very wellAll staff were professional and very helpful Akil Blake was extremely accommodating and nothing was too much trouble. It was a pleasure to buy our Cayman with himAll options explained clearly, our needs were listened too and metThe handover was the best part. Akil and the other staff helped keep this a secret from my wife, as this was a surprise gift, right up until the grad reveal. He even arranged a personal gift for her tooAkil went the extra mile and then some, Akil made the handover very special and memorable
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On Friday 29th Bentley Assist were due to repatriate Mr Takkar’s Bentayga which had been to us for some minor rectification work. Mid-afternoon we received a call informing us that they would not be able to collect it until Mid-day on Saturday 30th. Unfortunately this was not acceptable as Mr Takkar was booked on a ferry to France on the Saturday morning. Tim Flood had already driven 350 miles that day delivering various cars back for the Bank Holiday weekend, but he volunteered to take the car back to London when he returned from his last delivery at 18.45. He drove to London and delivered the car back to a delighted Mr Takkar who could not have been more fulsome in his praise. Tim returned in our demonstrator loan car, getting home at 23.30. Tim is a great credit to the business and is always willing to out the customer first, so that we can deliver great customer service.

Having known Mr Basi for a while, Chameli knew how much his late parents meant to him so decided to get a portrait of them made for him which was gifted on the handover of his New Urus Performante.

She did some groundwork first with his son to make sure it would be received well and got the green light from the family.

Chameli employed a local artist to create the picture from 2 photos which had been provided to her . When presented with the portrait Mr Basi was speechless and even shed a couple of tears, it was such a special moment which clearly meant a lot to him.
Later he shared his handover experience on his social media where he has 30k followers. Please see attached for the images and kind words he shared.

Thank you for the portrait of my parents presented when I collected my cars. A true act of class and you have shown me that genuine friendship knows no bounds and that the true generosity and thought springs from the well of a selfless heart. This to me was incomparable to the cars and everything else, simply priceless, thank you.
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Mr McGinnity called in and Nick took the call. The client needed to go out in his Portofino which would not start, it was very late in the day on a Friday and Ferrari assist were not going to get to the client in time.  The client called to see if we could help speed up the recovery process. Nick knew that this was not possible so offered to go out to the client himself, even though Nick would not return to work before the business closed.

Nick managed to get the clients Portofino running and make sure that everything was ok after a test drive before leaving the client, Mr McGinnity was over the moon as this meant he was able to use his Portofino that evening and it didn’t even have to come into workshop taking it off the road in the nice weather

I just wanted to drop you a quick email to say what a real asset you have in Nick Antoniou.

I called with a problem on my Portofino late on a Friday afternoon – not only did he have it sorted within 2 hours, he did it by coming out himself, to my home. Absolutely outstanding.

I can’t speak highly enough of the service he gave that day – an absolute role model.

If you have employee of the month he should definitely be given it.

Look after him, he’s the future of Ferrari.

Hi Stuart, I just wanted to drop you a quick email to say what a real asset you have in Nick Antoniou. I called with a problem on my Portofino late on a Friday afternoon – not only did he have it sorted within 2 hours, he did it by coming out himself, to my home. Absolutely outstanding. I can’t speak highly enough of the service he gave that day – an absolute role model. If you have an employee of the month he should definitely be given it. Look after him, he’s the future of Ferrari.
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A male customer approached Graypaul Birmingham and said that he was interested in buying a car for his girlfriend. Francesca phoned them and discussed their wants in a Ferrari and they decided to drive one of our Ferrari Approved Portofinos! The girlfriend and her sister came in to drive the car and absolutely fell in love. The male customer was the main decision maker so he called up Francesca and said that he wanted to purchase the car, but for it to be a SURPRISE! He then told his girlfriend that someone else had purchased the car and said they needed to look into other options. Francesca spoke to the girlfriend every day for 10 days discussing other car options and essentially was ‘selling’ her other cars that she was never going to buy just to help keep the secret!! Francesca then set up a date for the male customer, girlfriend and all her family to come back in so she could test drive other models. Francesca also spent time giving recommendations for local places to eat at, as the customer was from Monaco and wanted somewhere nice to go before coming to the dealership. When they arrived, Francesca had decorated the handover bay with flowers and roses and had also purchased non-alcohol champagne and multiple bouquet of flowers, one for the girlfriend’s twin sister (so she didn’t feel left out!).

Please use this link to download photos and videos: https://we.tl/t-IyKKu30QeF

The girlfriend was completely taken aback by the surprise and cried with joy! Overall, everyone in the dealership and other customers that we have told the story said how lovely it was and we know that we have created an amazing memory for this couple.
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Just over a month ago, I received an enquiry from a local lady whose daughter has Down Syndrome and severe autism. She was asking if she could ‘rent’ a Phantom to take her daughter to her Prom.

Of course, we would never dream of ‘renting’ her anything and agreed for me to collect her daughter on Wednesday evening and for me to take her, her daughter Grace and Grace’s dad to the Prom.

Charlotte immediately volunteered to help me out, organised flowers, a prom gift and some make up for Grace and also came with me on the evening to help out – which was welcome considering there were around 60 people outside the house when we arrived – I’m pretty sure she’d have driven the Phantom herself had she been over 25!

The customer sent Charlotte & I the email below that evening, along with some lovely photos that I'm unable to attach here, but have forwarded to Lara via email. Dear Craig and Charlotte We really can’t thank you enough for the amazing evening you have given Grace (and me and Martin ). The car was amazing,  Grace absolutely loved it and you really went above and beyond with her beautiful gifts and flowers. Grace has spent a fair amount of time in and out of Great Ormond St children's hospital so tonight was a big thing for her. You made it so special. Many many thanks again. Kind regards Jo, Martin and Lady Grace
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I had a Provenance handover to my customer Mr Enda Woods. He was collecting his Dawn (777 MAK).
It had been a difficult process leading up to the handover due to some issues with how the car was acquired into the business. So I was keen for the handover to be a positive experience for the customer.

Being new myself I am still lacking knowledge in certain areas so when Mr Woods asked to lift the bonnet I asked Mike for some assistance. Without any fuss, he immediately agreed to help me and came over and answered all of the customer’s questions. Which not only reassured the customer but helped me gain some valuable knowledge too!

I wanted to make you aware as it was so helpful to me, but I have no doubt the customer went away feeling positive about his handover experience . Rhys Evans, Sales

***MANAGERS COMMENT** Rhys is a fairly new member of the team and was carrying out a handover in our workshop ( due to the showroom refurbishment) and was struggling as below Mike has only been with us since March this year from Audi, so no RR experience, but was happy to help and give his guidance from a technical background. In addition to this, Mike has also put two candidates forward for vacant roles we have had here in the last two months, leading to the successful recruitment of another technician and a Service Advisor
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Our recommendation is Alex Keddie for the following:

EJ one of our top clients (Monza, Pista etc.) had his 812 Competizione delivered to his house.

Alex sourced a Lego set matching the car including the colour scheme and wrote a letter to his son – Elliott starting him on his Ferrari journey.

You can see the results below – a very happy Elliott.

attached in pictures
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One of our customer’s little boy is a massive car lover and gets really excited visiting Ferrari. Our customer said it would be great if there were a way to recognise children when they come in to collect cars etc. So Safia organised a model car, a colouring book and some stickers but more importantly, took the time to  hand deliver it to him on her lunch break.

Firstly, thank you for taking my feedback on board. It is much appreciated and the gesture of dropping over the gift was pure class. (In fact, I have told a few people about it as I was very impressed). My son loved the car and the colouring book. I think children coming in would be delighted to receive something like this and I think it will go a long way with your existing Ferrari owners and any prospective owners.
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A customer came to the dealership for the 60th Anniversary drive out but as his Lamborghini failed was going to attend in his Range Rover so as to not miss the day. Chris offered to go out to the customer on Saturday and attempt to get it started. Chris went out and got the car started. The customer then drove and caught up with the other Lamborghinis resulting in the customer being part of the 382 recorded attendance! The customer came over to me at the event and was buzzing to have made it to the event in the car. The customer has also left a 5-star Google review.

The customer in the past had purchased a purple Rolls Royce Dawn and the customer had painted her nail to match the colour.  Renee got the colour swatch of the Aventador the customer has chosen  and then  purchased the matching colour nail polish! She then arranged for the polish to be put in a presentation box along with a picture of the customer’s Aventador!
Class act!

Handover is on the 28th of April but knowing the customer quite well she/they will be so pleased with this thoughtful gift.
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I received this email from a client regarding our unsung hero Arun who handles the storage facility and client contac.t

I’ve been a Maranello client for a while on the car sales side, only recently using your storage facility.

I have received outstanding service from Arun. Nothing is too much trouble. His knowledge and customer service are second to none. Arun is a great asset to your business.
Ross Arbuckle
Sales Director

I've been a Marenello client for a while on the car sales side, only recently using your storage facility. I have received outstanding service from Arun, nothing is too much trouble. His knowledge and customer service are second to none. Arun is a great asset to your business. Ross ArbuckleSales Director 44 (0) 118 983 3882 44 (0) 788 072 1383 rossarbuckle www.azego.co.uk
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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