Sytner JLRS Division

Jaguar Land Rover Ascot Service Centre

Ian Bennet (right), General Manager, congratulating Susan Thompson.

Susan Thompson

Service Administrator

Award Nominee,

Congratulations to Sue for receiving the January Making it Special Award! Her unwavering commitment to our customers has been nothing short of extraordinary.
The Management team at JLR Ascot have received numerous thank you messages from individual Customers and these need to be recognised.
She has also assisted in looking after Portsmouth customers following their closure in December. By stepping in to assist customers when they had nowhere else to turn, Sue has demonstrated true dedication and compassion. Her efforts have made a lasting impact, ensuring every customer felt valued and cared for during a challenging time.”

Frank Szabo (right), Parts Manager, congratulating Harvey Ravinet.

Harvey Ravinet

Parts Advisor

Award Nominee,

Harvey is our Making It Special nomination for July due to the great customer feedback he received, well done Harvey!

I had a query which Harvey Ravinet dealt with. He was so professional and helpful. I felt it was important the company knew what excellent customer service he offered - thank you.
– Mrs G Wilson

Kayleigh Harrop (left), Aftersales Manager, congratulating Tara Barrett.

Tara Barrett

Service Advisor

Award Nominee,

Tara has been nominated for November’s Making It Special following the great feedback we received from a customer.
Well done Tara!

Hi Kayleigh,I just wanted to give a quick feedback for the customer service at your office in Ascot by one of your colleagues Ms Tara Barrett.I brought my landrover discovery needing some part to be replaced, throughout how she dealt with from the point I entered the premises and till the time when the car was returned was definitely dealt in a very professional and systematic manner.A big difference in customer service in comparison to your slough office.Thank you once again and keep up the hard work.
– Mustafa Asmat & Co

Steve Dance (left), Workshop Manager, congratulating Junior Goncalves.

Junior Goncalves

Technician

Award Nominee,

We would like to nominate Junior for October’s Making It Special as he has spent in his own time to find/locate some specialist equipment in order to then start drilling out a particularly nasty snapped bolt.
Junior’s efforts not only saved us time but a lot of expense as well, all in all going the extra mile!

Ian Bennett (right), Head of Business, congratulating Meena Ghia.

Meena Ghia

Service Advisor

Award Nominee,

Meena was nominated for September’s Making It Special following great feedback from one of our customers.
Well done Meena!

Good morning, MeenaI hope your weekend was kind and you’ve escaped the worst of the rain?First and foremost, thank you so much for looking after my F-Pace – everything seems fine so, happy days!But, the main reason for my mail is to say a sincere thank you for your kindness, professionalism and just being a great person.We run a service operation here and I know how trying and stressful the customer facing positions can be and that those roles need a special type of person – we rarely see great customer service in the UK so it should be promoted when we do.Thanks again, Meena – have a great weekWith kind regardsDavid
– Mr D. Parfitt

Kelly Lines (right), Service Reception Manager, congratulating Michelle Carroll.

Michelle Carroll

Warranty Administrator

Award Nominee,

Michelle has been nominated for July’s Making It Special, not only has she recently joined us as Warranty Administrator and learning this role but she has also been helping the Parts Department providing holiday cover.
She has also turned her hand to go through the WIP for the Service Reception Manager!
Thank you, Michelle, for being such a team player!

Mark Robson

Mark Robson

Technician

Award Nominee,

Mark received a colleague nomination for June’s Making It Special:
‘Mark is always offering help and guidance to others when needed. Mark has assisted me several times this month and I appreciate the time he spares me.’
Mark has also come in on a few occasions when it has been his day off to help reduce the workload.
Well done Mark:-)

Steve Dance (right), Workshop Manager, congratulating Paul Nash.

Paul Nash

Technician

Award Nominee,

We have nominated Paul Nash to be May’s Making It Special for his help with TOPIX cloud issues which would often lead to meetings he would be involved in even on his day off!
Delighting customers with his work with customer demo’s, whilst in the background recognition should be given to him sorting and organising the special tools. Well done Paul.

Matt Chipper (left), Aftersales Manager, congratulating Carl Forde.

Carl Forde

Driver

Award Nominee,

Carl is our April’s Making It Special for a number of of reasons: receiving great feedback from our customers, stepping up when we have been short staffed, he never says no and is always happy to help when asked, no task is too big.
Well done Carl and thank you.

Mr Powell ‘ team was very helpful, Driver was really great, service exceptional’

Comment left on social media: The vehicle was delivered by Carl, another very friendly, courteous member of the group.

Carl and Victor were really lovely and helpful waited for her husband to get home
– Mr R Hodgkinson

Kelly Lines (right), Service Reception Manager, congratulating Tara Barrett.

Tara Barrett

Service Advisor

Award Nominee,

Tara has been nominated for March’s Making It Special, she is new to the team but has smashed it since coming on board receiving the most CLP responses and is hitting the high scores.
Well done Tara!

Mr Borah – Everything was perfect!Mr Gourmand - Just excellent service. First class.Mr Shakeel - Tara who look after my visit was great and ensured the work completed on time and kept me informed while I waited for my car. The advisor was good and she answered my additional questions as well. All in all a good experience.Mrs Gibbs - professional and courteous. Great communication despite not completing the work on the planned day and had to keep the car for a second day. They kept me updated and provided a taxi for me to collect the car on day 2. Account manager was lovely. Excellent lady who kept me informed every step of the way.Mr Yadav - Thanks a Ton, Tara for all Your Help Today & for confirming. You are Awesome!!
–

Ian Bennett (left), Head of Business, congratulating Louise Lawson-Hatch.

Louise Lawson-Hatch

Divisional HR Administrator

Award Nominee,

Louise is a key member of the team and goes out of her way to make sure she can do everything possible to help both with our team and our customers. Louise has organised a lot of events for the business & team – mental health day, valentine’s day & making it special to name a few. She never allows herself to walk through the business without a smile on her face and only promotes positivity.

Louise although part of the Divisional team never creates a divide and nothing is ever to much for her, I would like to nominate Louise for this months making it special.

Kay

Taz Basharat (left), Account, congratulating Gary Douglas.

Gary Douglas

Service Advisor

Award Nominee,

Great customer feedback! Well done Gary.

I just wanted to share my recent experience with Gary and also the manager (a blonde lady which I didn't catch her name). They both went above and beyond to help me with an issue with my car and getting it back to me asap due to family circumstances. Gary is an absolute credit to the team and his customer service skills are exceptional. I really hope someone will recognise his efforts and give him this feedback. It is guys like Gary that keep you coming back to the dealership. Thanks again Gary for Everything. Best wishes, Olivia Hardy
– Mrs Hardy

Kayleigh Harrop (left), Aftersales Manager, congratulating Kelly Line.

Kelly Line

Service Reception Manager

Award Nominee,

Mr Dundas (has had multiple issues with his vehicle) came in late on the 22nd December as he had just packed up his car to travel to Spain with his family, his wife is poorly and they had planned a Christmas away with all the family including his dogs. As he was leaving the petrol station a red warning came up on the dash and the vehicle locked itself in low mode, he drove here hoping it would be something small but unfortunately it wasn’t.

The customer became very distressed as he was due to travel in the morning and with the animals it meant he couldn’t just get a flight, Kelly did everything she could to help him, calling around hire companies and looking for alternatives but with no joy. In the end she thought to call Coopers and see if there was any way we could insure the customer in one our cars so that he and his family could make the trip! Coopers were in agreement (with some conditions).

Kelly then had to push back one of her other good customers that was booked in the vehicle so that we could lend Mr Dundas a vehicle.

This is a well-deserved nomination, Kelly went above & beyond for the customer and this is what Making it Special is all about.

Susan Thompson

Susan Thompson

Service Administrator

Award Nominee,

Sue is our nomination for November’s Making It Special for all the support she provides to the Service Centre team and our customers in a cheerful manner! Not only does she do her role amazingly, she is always happy to support Reception whether it be answering the phone or meeting & greeting customers.
Sue always steps in and supports at the right time and has even been known to delivery vehicles back to our customers.

Steve Dance (right), Workshop Manager, congratulating Ian Woolls.

Ian Woolls

Technician

Award Nominee,

We have nominated Ian Woolls to receive our Making It Special for October.
Ian is always happy to tackle any job given to him and enjoys the challenge. He also supports/help the team, colleagues where he can.

Steve Dance (right), Workshop Manager, congratulating Jonathan Parker.

Jonathan Parker

Technician

Award Nominee,

Jonathan Parker is our Making it Special winner for September, due to his perseverance and determination to get the job done. Jonathan has worked on a number of vehicles this month which have been somewhat of a challenge and not straight forward.
His hard work has enabled us to deliver the great service our customers deserve and we want to reward Jonathan for this.

Steve Dance (left), Workshop Manager, congratulating Keith Willis.

Keith Willis

Technician

Award Nominee,

Keith has worked above and beyond to make sure our customer vehicles have been completed on time. Whether this has meant Keith arriving early to the business or staying late, he has done what it takes!
Great example of exemplary customer care, well done Keith.

Frank Szabo (right), Parts Manager, congratulating Sean Willis.

Sean Willis

Parts Advisor

Award Nominee,

Sean has been nominated for July’s Making It Special due to his continuous hard work, can do attitude and the extra work he has put into growing the relationship with our trade customers in particular Premier Panels which has generated both parts & service profit.
We have received nothing but great feedback for Sean and feel this deserves some extra recognition.

Kelly Lines (right), Service Reception Manager, congratulating Sky Ely.

Sky Ely

Receptionist & Service Support

Award Nominee,

Sky has been nominated for June’s Making It Special by one of her colleagues:

‘She has gone above and beyond to support the team in a time of stress across the business. We are short staffed and Sky has picked up a huge amount of the workload, this extra work being far beyond her remit, we could not have done without her.’

Steve Dance (left), Workshop Manager, congratulating Karen Woolls.

Karen Woolls

Service Administrator

Award Nominee,

Karen has been nominated for May’s Making It Special, as she has taken an additional task head on when collating the required paperwork and administration for Health & Safety. Karen is always happy to help and this is a great example of the support she provides.

Kayleigh Harrop (right), Aftersales Manager, congratulating Kelly Lines.

Kelly Lines

Service Reception Manager

Award Nominee,

We would like to nominate Kelly for April’s Making It Special nomination.
Kelly has taken on the role of Service Reception Manager, whilst carrying out her warranty duties and Service Advisor role.
She has continuously received great CLP scores when looking after her customers, she has taught Sky, newly recruited Service Administrator everything from scratch.
Kelly has also turned multiple customer’s complaints into happy customers who continue to come back and nothing is too much trouble for her.

Kayleigh Harrop (right), Aftersales Manager, congratulating Service Centre Ascot.

Service Centre Ascot

All

Award Nominee,

As we all know there is no I in TEAM and the way in which you all came together to show your respect, support & care for a member of our team recently had to be both recognised & celebrated. It really did make me proud to see each & every one of you offer your support.

Therefore I wanted to nominate the Service Centre Ascot team to receive March’s Making It Special for everything that was done and is still being done collectively for Vlad & his family.

Well done team & thank you.

Kayleigh Harrop (left), Aftersales Manager, congratulating Vlad Butarov.

Vlad Butarov

Valet and Facilities Supervisor

Award Winner,

On Saturday, 26th February, I received a call from our customer and he had broken down, smoke was pouring out of his vehicle and he was somewhat distressed, he had managed to crawl the car into a shopping centre car park to get it off the road and had called Land Rover assist and then myself.

The customer was attended to by Land Rover assist but they would not be able to recover the car for a further few hours and our customer had a very important engagement that he could not be late for, as it was a Saturday and past the time in which the business was open I had to think quickly as we needed to help, I remembered that Vlad was did not live too far from the car park that our customer was stranded in, I called Vlad and asked if he would go to the car park and get our customers keys from him and then be available in the next couple of hours to go back and meet the Land Rover assist truck when it arrived, without hesitation Vlad did this for me and the customer.

He met the customer and collected the keys, waited with him until his lift arrived and then went home and waited for Land Rover assist to call so that he could then leave his house again to meet them with the keys so the vehicle could be recovered to us.

I would like to add that Vlad is Ukrainian and he did this in between trying to sort out how to get his family safely out of his home town to avoid the conflict going on at the moment. I think this goes above & beyond to say the least.

winner

David Edwards (right), Head of Business, congratulating Louise Lawson Hatch.

Louise Lawson Hatch

Divisional HR Administrator

Award Nominee,

Louise was out at the weekend and stopped to assist an elderly lady that had fallen over near the roadside and was clearly wounded & distressed. Fortunately a first aider was there but Louise used her initiative and got a blanket out of her car to keep her warm and drove home to get the elderly lady a sleeping bag to help comfort her further. This to me goes above & beyond.

Kayleigh Harrop (left), Aftersales Manager, congratulating Gary Douglas.

Gary Douglas

Service Advisor

Award Nominee,

Gary has been nominated for October’s Making It Special award for delivering exemplary customer service. Gary recently looked after a customer to the highest of standards and went above and beyond, so much so that it resulted in the customer writing into the business to express his satisfaction and transferring his fleet of 30 Jaguar I Pace to our Service Centre, for all maintenance & repair works.

Alan Brown

Alan Brown

Technician

Award Nominee,

Alan Brown was driving to work using his normal route which includes the A3095 Crowthorne Road near Bracknell.
Directly in front of him was an articulated lorry which, without warning, turned sharp right across the oncoming carriageway into a wooded area.
The trailer of the lorry was still across the road which caused a multi car pile up including 4 cars a tractor and a HGV vehicle.
Without hesitation Alan left his car and ran to the Lorry driver’s assistance. On route he found an elderly man trapped in his car. Alan returned to his car and collected a bar and hammer from his tool box. Using the tools he forced the door open and the grateful occupant said he was fine so Alan moved on to the lorry driver.
Finding the lorry cab pinned between two trees and unable to open the doors he smashed the driver’s window with a hammer and found the stricken lorry driver in the cab.
As he climbed into the cab a paramedic arrived on the scene and asked Alan to stand aside. Unfortunately the paramedics’ attempts to resuscitate the driver were unsuccessful.
Having checked if there was any more he could do and with the arrival of the emergency services Alan returned to his van and continued his drive to work.

Clive Mitchell (right), Head of Business, congratulating Natasha Scannella.

Natasha Scannella

Receptionist

Award Nominee,

Our best Receptionist/Hosts can make a really positive contribution to the customer experience. They can choose to go over and beyond or just go through the motions.

With her boundless energy and supersize smile, Natasha has firmly established herself as an important part of the Service Reception team.

Natasha’s knowledge of our internal systems and processes, coupled with a genuine desire to help, allows her to provide assistance when a less motivated person would take a message.

This was a particularly popular nomination for a well-deserved winner.

Chelsea Pennington

Chelsea Pennington

Service Advisor

Award Nominee,

Chelsea received 10 CLP responses last month, which was the highest in the business, and all were gold stars.
Chelsea builds genuine relationships with her customers which is why she has received the fantastic feedback below. With the amount of presents Chelsea receives from appreciative customers every day is Christmas day. This doesn’t happen by accident it is hard work and a genuine desire to do right by her customers. The 80% plus EVHC conversion goes hand in hand with the trust they place in her.

Mr Lazarou said Keep the same approach to perfection and Mr Goddard felt Chelsea provided great proactive support and communicated excellently.
–

Karen Woolls

Karen Woolls

Service Administrator

Award Nominee,

Karen has been nominated for our January Making it Special award for her boundless energy and unwavering commitment to the company.
Karen epitomises everything we strive for in our colleague one team approach. Whether it be volunteering to be a first aider, taking on additional duties or working additional hours at short notice Karen takes it all in her stride.
Karen response is yes now what’s the question?

Alan Davis (right), Head of Business, congratulating Sue Putt.

Sue Putt

Service Booking Clerk

Award Nominee,

Sue has been nominated this month for managing the service booking system entirely by herself in her colleagues absence. Sue was so efficient on week that she took over 250 bookings!

She has also found time to chase Service/MOT reminders and reviewing data provided by the manufacture. Without loan cars and collection/delivery, there has been some challenging conversations with our customers, yet Sue has remained totally professional, upbeat and positive throughout.

Sue has not taken a day’s leave since returning from furlough and played a massive part towards our best ever month –  July 2020 in service making in excess of £100,000!

Garry Winckley (left), Aftersales Manager, congratulating Marcin Hadjuk.

Marcin Hadjuk

Award Nominee,

Our June nomination in Marcin, he has always been upbeat and stepped forward consistently to offer help and assistance.

Marcin has been amazing, welcoming in customers, sanitising vehicles, completing Ad-Blues (with customers not leaving their vehicles) and seeing out customers who do not want to enter the building with the help of the Service Advisors. He has also helped with vehicle movements to Bracknell and for MOT’s.

 

Alan Davis (left), Head of Business, congratulating Rob Buckland.

Rob Buckland

Service Advisor

Award Nominee,

Our February nomination goes to Rob as he does an amazing job of managing the Corporate and Sales diary, he has made the process precise and clearer which provides a slick and high level of service internally and externally.

Rob is always willing to support all departments where he can, especially the Sales Department including covering the Showroom Reception!

Danny Davis (left), Sales Executive, congratulating Jo Hounsome.

Jo Hounsome

Host

Award Nominee,

Our January Making It Special nomination rightly goes to Jo. Jo is a valuable asset to the team and continues to keep the showroom immaculate and is always on the ball with customers and appointments, ensuring a streamlined process.

Jo always uses her initiate and is always happy to do work extra hours to help when needed and goes over and above with her one team ethos!

Garry Winckley (left), Aftersales Manager, congratulating Ben Brown.

Ben Brown

Workshop Controller

Award Nominee,

Ben has been nominated for our November Making it Special and rightly so…

Despite the changes to the structure, Ben and the Bracknell team have taken on increased responsibility. Ben leads the team and provides support and guidance to all, also stepping in and repairing cars himself when required, taking on a positive approach to all requests.

November’s performance was outstanding with Bracknell providing over 57% of the total aftersales income.

Ben has continued to do an exceptional job for all Ascot departments. His commitment and enthusiasm has been amazing, the reward of employee of the month is well deserved….

Alan Davis (left), Head of Business, congratulating Sacha Dolby.

Sacha Dolby

Service Advisor

Award Nominee,

Our November nomination is Sacha, who manages our customer who are experiencing repeat concerns on their vehicles.

There are multiple reasons Sacha has been chosen: Her individual NPS are outstanding and above national average. She is always positive and willing to take on extra duties and challenges from her colleagues. She helped and supported the organisation of the aftersales October night out, a fantastic success, even when the date picked was a dates she was on vacation.

She is always the first to raise the moral and spirit of those around her when things have been challenging…

A great member of team Ascot and appreciated by all her colleges throughout the business.

Alan Davis (left), Head of Business, congratulating Lorna Weir.

Lorna Weir

Sales Administrator

Award Nominee,

Lorna has embraced and resolved challenges within the manufacturer retailer standards, which have recently been updated.  She has also assisted our Accounts Department during our very busy month-end, offering support  to the team.  This, combined with working additional hours and weekends throughout September, made Lorna our outstanding candidate.

Garry Winckley (left), Aftersales Manager, congratulating Chelsea Pennington.

Chelsea Pennington

Land Rover Senior Service Advisor

Award Nominee,

We work hard on our customer satisfaction scores, making great progress over the last few months with our desire to be upper quartile by the end of the year, on both brands.

As a Senior Service Advisor, Chelsea deals with some of the more challenging customers. Each month we break out the JLR NPS scores by Advisor, helping identify any opportunities to improve and also celebrate best practice.  In August our overall score was just outside the upper quartile and ranked 3rd in our region. However Chelsea’s returns were exceptional, she scored all 13 returns as attractors, zero passives and zero detractors. This returned a remarkable 100% customer NPS score.

Chelsea’s customers always remark on her warm welcome, fantastic communication and service levels.

Anthony McCann (right), Jaguar Sales Manager, congratulating James Clover.

James Clover

Jaguar Sales Executive

Award Nominee,

James Clover is our July Employee of the Month, not only has he received amazing feedback from our customers, he continually exceeds their expectations and has also delivered 11 units!

A little over a month ago we had the privilege of meeting James at Jaguar Ascot. I am so pleased we did. Everything we asked about the car was answered in just the right amount of detail, James is polite, knowledgeable and has passion for the cars and more importantly his customers. We have bought 2 cars from this dealership and it’s a joy to find a company that’s remembers your name, asks about you child and genuinely care about you finding the right car. Thank you to the team there, and for giving us time and space to think about what we wanted. James is an exemplary member of your team.

James has also be actively involved in the Marketing of the Project 8 and has built up some great contacts which we hope will come to fruition very soon.  He has also taken responsibility for progressing of Used vehicles through our Prep Centre, updating the website and arranging the forecourt display.

Margaret Lewis, Accountant (left), Alan Davis, Head of Business (Right), congratulating George McKechnie.

George McKechnie

Junior Accounts Assistant

Award Nominee,

George is our June Employee of the Month as he has been working closely and supporting our Accountant, Margaret Lewis to complete the Quarter End Accounts whilst also training and supporting Muaz who has recently joined the Department.

George has also embraced the vehicle electronic stock system!!! Throughout the day George is always happy and cheerful and willing to support the business and his colleagues whenever he can.

Well done George

Paula Smith (right), Senior Host, congratulating Natalie Walker.

Natalie Walker

Receptionist/Host

Award Nominee,

Natalie always comes in early and stays late if needed. She not only does her own job but is always willing to help all her colleagues in other Departments without complaining. She never says ‘it’s not my job’.

Natalie has done lots of extra hours at short notice to help when needed. She has a can do attitude…and never complains or demands recognition.

An all-round good team player!

Robin Chapman (left), Land Rover Used Car Sales Manager, congratulating Lewis Rockall.

Lewis Rockall

Photographer & Trade Disposal

Award Nominee,

Our April award goes to Lewis, who during a very busy period for part exchanges and retail vehicles, has worked incredibly hard to reduce the amount of trade stock.  He has also made sure that the photographs for used cars, demonstrators and pre-registered vehicles have all been up to date.

Well deserved Lewis.

Alan Davis (right), Head of Business, congratulating Kelly Lines.

Kelly Lines

Warranty Coordinator

Award Winner,

We would like to nominate Kelly as she has been even more amazing than normal.
1. When Chelsea was off on holiday she stepped in and worked the Front desk as an additional Service Advisor.  2. She has supported Tanya, Land Rover Service Advisor during her first month in the business mentoring and coaching her .  3. She has supported Nathan showing him the processes and procedures as he prepares for his move to Service Advisor.  4. She spent a day with Ben, Service Booking Clerk on the words and phrases he uses with customers.  5. Our Warranty audit was the best it has been for a while, Neil Hannan was delighted with the progress and presentation of the warranty department.

She is an absolutely key member of the team and delighted to be working for her!!

winner

Alan Davis (left), Head of Business, congratulating Louise Lawson Hatch.

Louise Lawson Hatch

Business Administrator

Award Nominee,

Our February Making it Special award goes to Louise, who amongst a very busy Q1 of recruitment and new starters has also put additional time and energy into our recent 202050 roadshow event (wonderful cakes), our New Evoque preview evening and lastly the first Sales Executive Assessment day that has provided us with excellent potential candidates to chose from.

Louise has made massive efforts to both help arrange these and attend them all to make sure everything goes smoothly on the day.  Well done and Thank you Louise.

Martin Lilley

Martin Lilley

Technician

Award Nominee,

Our January Making it Special award goes to Martin Lilley, who whilst out on road test spotted a Mother and young baby parked at the side of the road in distress. Having stopped, Martin approached the family and asked if he could help. The lady had clipped the kerb damaging her tyre and ending with a flat. After identifying who he was and set the lady’s mind at rest, he changed over the wheel with the spare and got the lady on her way.

A parcel arrived a couple of days later with a thank you card. A great deed done and yummy chocolates for Martin.

An outstanding gesture from Martin and an absolute credit to the business.

Ben Brown (right ), Workshop Controller and the team, congratulating Danny Hughes.

Danny Hughes

Preparation Centre Coordinator

Award Nominee,

Danny Hughes is our Employee of the Month for December as he has worked tirelessly not only in his role but supporting other roles at the PDI Centre.

He has carried out many corporate hand overs at Bracknell and has also acted as a great liaison between us and our customers, often in his own time, talking and assisting them when needed. He even purchased flowers out of his own money for a customer to go that extra mile!

Well done Danny

Stuart Wills (right), New Car Sales Manager, congratulating Danielle Clements.

Danielle Clements

Sales Executive

Award Nominee,

We would like to nominate Danielle Clements for our November Making it Special award, for showing outstanding commitment to resolving customer concerns.

This recently included the collection and delivery of a customer’s vehicle on a day she was out of the business.

Well done Danielle

 

Paul Titre (left), Aftersales Manager, congratulating Martin Condra.

Martin Condra

Technician

Award Nominee,

Congratulations goes to Martin Condra our October nomination for Making it Special

Martin one of our Technicians was working in the workshop, when one of his colleagues working on a new Velar on the ramp next to him had a battery charger  go up in flames which was attached to the vehicle!  Martin immediately dashed over and removed the charger and made safe before it either caused serious damage and prevented what could have been a disaster.

Well done on your quick thinking Martin.

Naomi Turner

Naomi Turner

Business Manager

Award Nominee,

In recognition for Jaguar Ascot’s best ever September on volume in new car and used cars, we would like to nominate Naomi for her dedication and persistence in aiding the Sales Team to handover 46 new cars and 17 Used cars. She was always on hand to make sure every thing went seamless and even assisted in making sure a car was registered when the system failed.

A truly outstanding performance for the month resulted in 145% of F&I budget completed and a best ever result in NEW and USED car F&I for the business, coupled with this Jaguar Ascot came second in the division in Retention at 39% – Outstanding work!  A truly wonderful month generated from a smart, professional and diligent Business Manager

Well Done Naomi.

Paul Titre (right), Aftersales Manager, congratulating Karen Woolls.

Karen Woolls

Administration Assistant

Award Nominee,

Karen Woolls is our August nomination, who in the last few months has covered the Service Host position and has also taken on the additional responsibility of the Service follow up calls as well as helping the warranty department.

She is an absolute Superstar and has been so flexible with helping the business in all areas.  Despite being asked to cover several roles on different days it is never a problem, she just asks what would you like me to do today and gets on with it with a smile on her face.

Well done Karen.

Robin Chapman (left), Land Rover Used Car Sales Manager, congratulating Gelu Tanasa.

Gelu Tanasa

Valeter

Award Nominee,

Gelu is our July Making it Special nomination as he arrives early every morning detailing the showroom display cars.

He uses his own initiative cleaning and keeping areas tidy around the site, including the rear car park area.  Nothing is too much trouble when managing all the showroom handover recleans.
Gelu keeps our regular customers happy with weekly car cleaning to a very high standard.

CLP Handover – 97% Jag – 93% LR= This also reflects Gelu assisting on detailing the car before and during handovers.

Gareth Davies (left), Jaguar Sales Manager, congratulating Rob Buckland.

Rob Buckland

Parts Specialist

Award Nominee,

Rob Buckland is our June nomination for Making it Special, he has done an amazing job at the PDI Centre in Bracknell in the absence of a Workshop Controller. Rob has been doing this on top of his own job in the Parts Department.

Thank you and well done Rob!

Paul Titre (right), Aftersales Manager, congratulating Steve Dance.

Steve Dance

Triage Technician

Award Nominee,

Steve is our nomination for May as he always helps the Aftersales Drivers every morning and evening moving cars from the Service Department to Showroom parking.  Steve has also been covering the Workshop Manager role for the last two weeks at our Bracknell PDI Centre.  The word ‘no’ is not in his vocabulary and he is always willing to help and assist anyone who needs help and support, as well as becoming a bit of an Incontrol Touch Pro expert!

Well done Steve.

Alan Davis (left), Head of Business, congratulating Chelsea Pennington.

Chelsea Pennington

Service Advisor

Award Nominee,

Chelsea is our April nomination as she consistently delivers outstanding customer care on a daily basis and we regularly receive customer feedback to this effect.

Chelsea is also very supportive of the Team and one of our Managers has recently commented how “She went above and beyond to help me with a buyback customer on more than one occasion.”.

Well done Chelsea.

Alan Davis (right), Head of Business, congratulating Julie Bryant, Keara Hesketh & Lorna Weir.

Julie Bryant, Keara Hesketh & Lorna Weir

Sales Administrators

Award Nominee,

Our Making it Special nomination goes to our amazing Sales Administration Team.  They were super organised prior to the start of the month to make sure everything was in order, which allowed them the flexibility to manage any last minute changes or additional customers.

They also came in over the Easter holidays to make sure our customers received their new cars on time and delivered the high customer care standard which we strive to achieve on a daily basis.

Gareth Davies (left), Jaguar Sales Manager, congratulating Jon Churchill-Cooper.

Jon Churchill-Cooper

Sales Executive

Award Nominee,

Jon has a great rapor with his customers and will always go the extra mile or should we say miles… a great example of this recently is when one of his customers did not have transport from the Airport so Jon picked the customer up and brought him to the dealership to collect his new car!

Jon is an excellent salesperson – friendly, helpful, goes above & beyond. Can highly recommend, thank you! friendly, personable & very helpful.

Mrs Brown

Michael Beaver, Richard Hind & Kevin Clack

Michael Beaver, Richard Hind & Kevin Clack

Service Drivers

Award Nominee,

We have an amazing team of Aftersales Drivers (Kevin, Michael, Richard) who on a daily basis move our customers’ cars from the Aftersales Department to the Showroom which allows more available parking at Aftersales. You will also see them at the end of the day returning the cars back to Aftersales for the next day. They check the weather forecast on a daily basis to take into consideration the impact on the cars for instance if there has been a heavy frost the cars will require defrosting and this also determines the time they come into work! When organising their workload and to provide an outstanding service to the customer and business they will consider the best route to maximise their time and collections/deliveries. They are always happy to help any of their colleagues where they can.

Great Team Work!

Alan Davis (right), Head of Business, congratulating George McKechnie.

George McKechnie

Junior Accounts Assistant

Award Nominee,

George is our Junior Accounts Assistant he is always happy to help his Department along with the rest of the business. He regularly goes to Aftersales and our PDI Centre to support the team and provides cover where he can, more recently with the Warranty Department. George always remains cheerful, eager to learn about the business and is an asset to the Accounts Department.

Tony Codorna (right), Parts Manager, congratulating Graham Farry.

Graham Farry

Parts Advisor

Award Nominee,

Graham has had a career in the JLR brand spanning over 26 years, 10 of those at Guy Salmon Ascot, making him a ‘Master in Parts’. He has built a great relationship with our Trade/Bodyshop customers because of his expertise and regularly rely on his vast parts knowledge to get things right, first time. A team player and always willing to help and frequently covers at Bracknell Parts PDI centre.

Paul Titre (right), Aftersales Manager, congratulating Heather Boase.

Heather Boase

Receptionist

Award Nominee,

Our nomination for October is Heather who is our Service Receptionist. Heather is a pleasure to work with and puts her work and colleagues before her own needs. She is always willing to help and cover at short notice including tasks that are above and beyond her usual day to day role. Heather will always go out of her way to exceed customers’ expectations.

Thank you Heather!

Paula Smith

Paula Smith

Senior Showroom Host

Award Nominee,

Paula has gone from strength to strength in the role as Senior Host. She is super focused on the needs of our customers and always wants to raise the bar in customer service. We are not sure she can take it any higher!! She has successfully recruited three Hosts for Reception to allow our customers continuity with the high standards set along with knowledge of the business. The Showroom is kept miraculous clean, not a dirty cup or saucer insight. Everyone has the same fabulous welcome either on the phone or face to face and nothing is too much trouble. Paula has recently taken over and revamped our internal newsletter ‘BRASCOT News’ keeping the dealership up to date with business and employee news. Guy Salmon Ascot would be a dull place without Paula.

Thank you, Paula!

Robin Chapman (), Used Car Sales Manager, congratulating Jason Fowler.

Jason Fowler

Sales Executive

Award Nominee,

Despite only being with the business for a comparatively short time, Jason has established himself as a major part of the Used Car team. This has resulted in delivering 10 Used Cars in both July and August and being on the way to doing so again this month.

We are looking forward to seeing Jason go from strength to strength.

Congratulations Jason!

Paul Foster

Paul Foster

Sales Support/Driver

Award Nominee,

Paul has supported the Jaguar and Land Rover Sales Team amazingly through the recent period of staff shortages. He has also looked after the additional support Drivers who have recently come on board and shown them the ropes. During this period Paul always had a cheery outlook and an occasional song…

Thank you, Paul, for not only delivering cars but also delivering exceptional customer service.

Well Done!

Julia Stevenson & Brian Bateman

Julia Stevenson & Brian Bateman

Warranty Administrators

Award Nominee,

Julia and Brian deserve this award as they are always available to answer our questions and soldier away in their office dealing with warranty claims for the business covering the three sites. Their roles include supporting the following claims: Sales, Extended Warranty, Retailer Empowerment along with the PDI Centre and Aftersales. They are always dedicated to their role and generally the last to leave the building at night, always stay on at month end without being asked making sure that all jobs are invoiced. The new WASP warranty system has been a challenge in itself but they are both persevering with it.

Congratulations and a heartfelt thank you from all of us!

Kelly Norris

Kelly Norris

Service Booking Clerk

Award Nominee,

Kelly has been a key member in helping develop and support the booking systems and processes by the introduction of the new filing and archive system, along with this she has been supporting the team by adding CLP comments to job cards. She is now using CitNow to help and support customer queries. Kelly keeps her working area to an immaculate standard; nothing is ever too much, she always goes out of her way to keep busy, happy to help others when needed and goes the extra mile. She has recently proven this by covering Saturdays when we were short staffed of Service Advisors. We always receive positive feedback from other members of staff especially from the Sales Department.

Dan Parsley

Dan Parsley

Technician

Award Nominee,

Dan is a Land Rover Technician and has been nominated for April’s Employee of the month due to his production in March which was an amazing 128% and in April his production was a staggering 138% – this is a record target and without any sales work included!! All jobs are completed to a high standard with no quality issues. Along with the above Dan continually completes CITNOW videos for our customers which are produced to a consistently high level. Dan is always happy to help any member of the team and shows support to our Apprentice Technicians.

Danny Davis

Danny Davis

Sales Executive

Award Nominee,

Danny Davis not only had his best ever month of delivering 32 vehicle sales during March but he also delivered outstanding customer service. During our busiest month ever so far and with lots of confusion and delays around new cars arriving, Danny kept his cool, customers informed and managed their expectations without either blowing a fuse or showing the internal stress. It was certainly one of those “Swan” situations for a few weeks. Please see below just a couple of customer CLP responses during March of why Danny’s our man!

When asked why they would recommend the Sales Consultant, this is just one of the positive response Danny received:

Danny was friendly and helpful keeping the handover a surprise for my husbands birthday. Thank you Danny.

Naomi Turner

Naomi Turner

Business Manager

Award Nominee,

Naomi has done a fantastic job managing the Jaguar Sales Team during the absence of a Manager. Not only has Naomi kept the team spirits high and motivated during this period but on top of this and her Business Manager role she successfully supported the three-day XE/XF event.

Naomi always has a smile on her face, which is welcoming to her customers and colleagues!

Alan Davis (right), Head of Business, congratulating Jenny Golding.

Jenny Golding

Accounts Assistant

Award Nominee,

Jenny is a very valued member of the Accounts Team and will always help whenever she can. Jenny has recently provided invaluable Accounts support following the opening of the PDI Centre to make sure all bills are paid on time, on top of this she has also been involved with the training of the Junior Accounts Assistant.

Well Done Jenny.

2024-Q4 Winner

Martin Law

2024-Q4 Winner

Kelly Campbell

2024-Q4 Winner

Sally Gollop

2024-Q3 Winner

Zuber Chaudhry

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