Sytner JLRS Division
Zoe Manning
Award Nominee, February 2025
I would like to nominate Zoe Manning for Making it Special for the following reasons:
• If I am stuck with a tricky Admin situation that I don’t necessarily know the answer to or need some advice in general Zoe has helped me out time and time again.
• I’ve witnessed time and time again that Zoe is often going above and beyond on a daily basis for not just myself when I need assistance but fellow pears whether that be my direct colleague’s in Service, the Prep Team she coordinates, Warranty Team she supervises or Sales Exec’s/ Prep’s seeking general advice.
• I know I can rely on Zoe to help assist with my own role whilst I am out of the business which greatly helps me out.
All in all, I honestly believe Zoe is a major credit/asset to our business, she is very experienced and knows her role inside out. Her versatility and knowledge of the whole Aftersales Department means she is truly an invaluable member of the team. I think the numbers kind of speak for themselves!
David Barrett (left), Used Car Sales Manager, congratulating Oliver Shinn and Dillan Singh.
Award Nominee, January 2025
I wanted to take a moment to nominate Dillan Singh and Oliver Shinn for Making It Special in January . I’d also like to make you aware of my gratitude to the pair.
We had a delivery planned on a Used XF to Mr Margetts, sadly, a misaligned tailgate caused significant damage to the rear bumper which required rectification before we could sensibly hand the car over. On what was an incredibly busy day for all, Oliver did a fantastic job repairing the damage and realigning the tailgate and had no qualms about staying on after hours to get the job completed. Dillan, committed to the customer and didn’t leave for Peterborough until 16:30.
Between the two this made a huge difference to the client and our Business.
Kind Regards,
Dave
Luke and Sarah Welling ‘The Wellings’
Award Nominee, December 2024
I’d like to nominate both Luke and Sarah Welling for going out of their way to help us make a customer’s experience particularly special this weekend.
Mrs Lou purchased and collected her Pre-Reg Jaguar F-Pace this Saturday without any hitches thanks to their hard work. Whilst the car was being valeted it became apparent there was an issue with the car’s wipers, Luke stopped what he was doing, got the car in immediately and diagnosed/rectified the issue, the customers experience wasn’t impacted as this was all done behind the scenes.
In addition, Mrs Lou opted to purchase the car on Finance, even though it was Sarah’s day off and she was having a Xmas tree delivered, she invoiced (and then reinvoiced) the car for delivery and pay-out.
Without both of their over and above efforts Mrs Lou would never have
Charlotte Didaoo (right), Aftersales manager, congratulating Jack Gallagher.
Award Nominee, November 2024
Jack has gone above and beyond for the month of November, from doing his 1st ever month end for October and making sure accounts have all the relevant information so they can close. Coming in early to make sure the department is ready for the day ahead. Sending the team updates on where the department is in terms of performance and pushing them all to push for more.
Growing our Trade business but calling clients and offering our services, this has shown in our figures the last couple of month. Nothing is never an issue when anyone comes to see Jack for anything, he will drop what he is doing to help and I have received many comments on how helpful he is, from management and colleagues too!
Charlotte Diadoo (right), Aftersales Manager, congratulating Cathy Gallagher.
Award Nominee, October 2024
Cathy has gone above and beyond for our clients and colleagues, she has always got a smile on her face and a positive attitude and willingness to go the extra mile like staying late to assist are invaluable assists to our team.
Thank you for your hard work and commitment and for being a all-round team player!
Gary Knott (right), Head Of Sales, congratulating Eleanor Lilley.
Award Nominee, September 2024
I nominate Ellie Lilley for going above and beyond in delivering exceptional service to Mr & Mrs Goodall. When the customer car couldn’t make the agreed delivery date of September 30th, Ellie sprang into action. Without hesitation, she teamed up with Ross, drove to the Midlands, collected the car, and headed to Coventry to have it plated and cleaned. Then, she personally delivered it to the customers, ensuring they were completely satisfied. Simply outstanding work by Ellie!
Gary Slater (left), Head of Business, congratulating Richard John.
Award Nominee, August 2024
We nominated Richard for our August Making It Special nomination as he went above his normal job role to help a client, who turned up hoping to have a sunglasses holder fitted but was disappointed with the current lead time with the service department.
The customer got upset so Richard worked through his own dinnertime to fit the holder for the customer. Richard is a painter by trade so not only was he working in his own time, he also carried out something that is not part of his role or something he had done before.
Richard is consistently helping others out and does jobs to help the business, the tasks are not his trained skill or profession and I think he rightly deserves some recognition for his hard work.
Gary Slater (right), Head of Business, congratulating Eleanor Harriss.
Award Winner, July 2024
A client called the dealership in a panic, the side step on his car had come off causing the tyre to burst. He was stuck and unsure about what to do. Ellie reassured the client that he is covered by JLR Assist. The client was extremely stressed due to having his family in the car and being far from home, they were travelling to London to celebrate his daughter finishing her exams!
Assist went out to the client late that evening and were due to recover the vehicle to us, Ellie happened to be in the area at 21:00 that evening and saw the car on the back of the recovery truck, the dealership was closed at this time and Ellie knew that it would cause the client more stress not being able to hand the vehicle over. Ellie followed the AA back to the dealership to help them!
The clients were so surprised to see Ellie and couldn’t thank her enough for her help. Ellie stayed with the family whilst their vehicle was being unloaded, explained what would happen next and took their details to pass onto the service team in the morning.
They were all very shaken up so Ellie decided to wait with them until their taxi arrived to take them home.
The clients were extremely thankful and came in the next day with flowers for Ellie.
Gary Slater (left), Head of Business, congratulating Joshua Easterbrook.
Award Nominee, May 2024
Josh has been by far the most dedicated member of the Service team. He is always helpful and will step up to help any of his colleagues regardless of how busy he may be. He has always gone above and beyond for the sake of the team.
We had many colleague nominations for Josh due to him being a team player and going above and beyond for other colleagues.
Gary Slater/ Marley-Dee Joseph (left), Head of Business / Accountant, congratulating Olga Rempel.
Award Nominee, May 2024
Olga has spent many hours during and after working hours liaising with various companies to resolve the debt we hold on the sales ledger. Over the last couple of months Olga has collected almost £10,000 worth of overage debt between 90-120 days.
I have recognised her commitment to the team, the business and to myself and her dedication goes above and beyond.
As a result of the recovered monies we no longer need to make a provision for the debt which in turn has a positive impact on departmental profit.
Gary Slater (left), Head of Business, congratulating Jason Noad.
Award Nominee, April 2024
Jason has constantly gone above and beyond for other colleagues and clients, he does his best to help out with anything he can, he has stayed late to finish off any work that needs finishing.
Also nothing is to much trouble for Jason, helping to keep the sales cars going out in March when we were very busy!
Gary Slater (left), Head of Business, congratulating Vanessa Yan.
Award Nominee, March 2024
Vanessa is our Making It Special nomination for March as she always gets positive feedback from clients, they often describe how she goes above and beyond.
“Today I am collecting my vehicle and I thought it to be the right time to express my full gratitude and absolute pleasure of working with Vanessa Yan throughout the process and her stand out customer service. The entire process from my initial enquiry right through to delivery has been tremendous, I have been blown away at every stage with the attentiveness and personal approach Vanessa has taken to everything we have done, it has been an amazing experience throughout and I have enjoyed every minute of it. I have been kept up to date at every stage, making the experience an absolute joy, fantastic.”
–
Gary Slater (left), Head of Business, congratulating Mark Carter.
Award Nominee, February 2024
Mark Carter wins this award for many reasons, during this year so far we have had many faults occurring with what is still a relatively new building not to mention the leak in the showroom skylight which felt like it was raining indoors. Mark goes above and beyond, acting quickly not only while he is here but outside of working hours also to ensure that all colleagues have a clean and safe environment in which to work in.
We recently had our Fire Risk Assessment, Insurance audit and H&S review which were fantastic and moving forward in many areas.
Congratulations Mark, thank you for a superb performance
Gary Slater (left), Head of Business, congratulating Philippa Holloway.
Award Nominee, January 2024
A fantastic letter from a client to our Head of Business, thanking him for our fantastic service and fantastic colleagues going above and beyond for our clients
Dear Mr. Slater,I wanted to say thank you to you and your team at JLR Bristol for the professional and friendly way they helped me and my partner, Alison, over the last couple of weeks. Everyone we met, from reception to the service engineer and in particular two people, were great - they could not have been more helpful.We were on our way to Cornwall on Friday 29th December for a long weekend away over New Year. My car broke down at Gordano Services after a 3 hour drive from Reading in torrential rain. The car was lifted to JLR Bristol, and we were in contact with your team to notify them we were on our way. We got there just before 6pm, and the service manager was there to open the back gate. We had separately arranged for my Alison’s son (Jack) to drive her Discovery Sport over to Bristol so that we could continue on our holiday. We had visions of sitting on the kerb side in the dark with a full car load of suitcases piled up waiting for Jack to arrive.Despite it being closing time on Friday night, Philippa arranged for us to sit in the nice warm show room until our son arrived and she provided coffee and snacks. After a preceding fairly stressful few hours, this was truly a very kind and welcome gesture.Once Jack arrived, the service manager allowed him to drive round to the back gate and we swapped all the cases directly from my Jaguar to the Discovery.On departure Philippa was still there and proactively sent us on our way with some bags of refreshments, even though it was by then well beyond 7pm on Friday evening (long after her end of day).Subsequently I was contacted regarding the repairs which were initially expected to be a new alternator and main battery for which I gave the go ahead. A little later Tanya contacted me to say that the second battery would also need to be replaced. However, she then proposed (without me saying anything) to mitigate the cost by forgoing the diagnosis charge, and assigning two hours’ work to the job. Needless to say the cost was still significant, but the fact that she took this pre-emptive action did make things easier.When I got my car back it was cleaned inside and out, and looked fantastic. I had the pleasure of meeting Tanya in person, and Philippa once again.The car is now about 8.5 years old, with 83,000 miles on the clock. I love the car still, and it is the best car I have owned. It was great to get it back good as new.Thank you again to Philippa and Tanya, and also the service manager (sorry I forgot his name, Philippa will know).Best wishes,David Cottam
– Mr Cottam
Gary Knott (right), Head of Sales, congratulating Lukas Short.
Award Nominee, November 2023
Another member of the team have nominated Lukas for going above and beyond by getting their cars ready for clients to collect and for the team to quicker handovers, well done Lukas:
I would like to nominate Lukas in the workshop for Making it Special as he has done a fantastic job getting all our Defenders cleared of UPS’s in a swift time so we can delivery them to clients that have been waiting for well over 2 weeks.
He has also been supportive in getting all our demo’s in good shape for clients to drive following our demo walk round.
Simon Player (left), Workshop Controller, congratulating Jamie Hill.
Award Nominee, December 2023
I would like to nominate Jamie Hill at JLR Bristol for going the extra mile, whether it’s helping a Service Advisor with a clients concern or staying on to get the job done.
He is a pleasure to have in the team and someone that can be looked up to.
Andrew Shields (left), Aftersales Manager, congratulating Vince Davis.
Award Nominee, October 2023
A customer called Vince’s line Manager to say how delighted he was with the service Vince had given him and how he had gone above and beyond and gave us a very good customer survey, this isn’t the first time Vince has had positive feedback from customers.
Keep up the fantastic work Vince!
Richard Kocinski (right), Workshop Controller, congratulating Nick Calvey.
Award Nominee, September 2023
Nick went above and beyond with a customer who really needed their car with a tow bar to take his family on holiday.
Nick came in at 6:45am to deliver the customer’s car back to their house in Weston-Super-Mare before he even started his full working day. The customer was over the moon with the service provided.
Since then Nick has built an excellent repour with the customer who gives us 10 star service every time he comes into the dealership. I feel Nick always goes the extra mile for staff and is an asset to the breakdown team 🙂 along with giving every customer first every time.
Ian Painter (left), Service Manager, congratulating Shane Dorrington.
Award Nominee, August 2023
Shane went above and beyond for a customer and colleagues, the customer collected the vehicle from our sales department and then broke down, Shane made sure the vehicle was brought straight into the workshop and had the customer back into his vehicle by the next day resulting in the customer giving us a 10 star review
Simon Crane (right), General Manager, congratulating Rhyan Khan.
Award Nominee, July 2023
We just bought a Range Rover sport at Bristol, Ray Khan is a wonderful Sales Executive, he is very approachable, very friendly and very hard working, his business and customer skills are exemplary, prompt in communications and meeting deadlines and very efficient.
It was an absolute pleasure working with him, he made the whole process smooth from beginning to end.
Thank you Ray for everything, we appreciate your time and assistance.
Also thank you to George for your friendly manner, kind and prompt input, it was a pleasure to do business with you both.
Ray you are a valuable assist to Land Rover, keep shining.
We just bought a Range Rover sport at Bristol, Ray Khan is a wonderful sales executive he is very approachable, very friendly and very hard working, His Business and customer skills are exemplary, prompt in comminutions and meeting deadlines and very efficient , it was an absolute pleasure working with him he made the whole process smooth from beginning to end Thank you Ray for everything we appreciate your time and assistance also thank you to George for your friendly manner kind and prompt input, it was a pleasure to do business with you both, Ray you are a valuable assist to Land Rover keep Shining
–
Gary Knott (right), Head of Sales, congratulating Sarah Welling.
Award Nominee, July 2023
I’d like to nominate Sarah Welling for Making It Special please, as you’re aware it’s tough in Used Cars currently and at 17:12 on Friday evening, an opportunity to sell a car into the month presented itself, the customer was very keen to collect on Sunday as they had plans this week.
Whilst our Administration team had finished for the day, Sarah despite being on the New Car Team, took my phone call, whilst feeding her kids, and without hesitation or complaint, offered to complete all the required admin (it was a finance deal with a part exchange too, not an easy one) carry out the document uploading on Digi and have everything ready for Saturday morning, which, of course, it was.
The customers were absolutely delighted that they could collect their new car on Sunday, it made a genuine impact to Used Jaguars month and there was not a suggestion of inconvenience even though, undoubtedly, it would have been.
Ian Painter (left), Service Manager, congratulating Luke Welling.
Award Nominee, July 2023
I would like to nominate Luke Welling for July’s Making It Special.
I was talking to another colleague the other day who had mentioned that Luke had taken a customer’s car to them as the Service department was unable to deliver it and then the customer had left something in another car. Luke then picked it up from the dealership and delivered it to the customer as not to inconvenience them on a Sunday.
A great example of going above and beyond for our customers.
Ian Painter (right), Service Manager, congratulating Jamie Hill.
Award Nominee, June 2023
Jamie is an outstanding Technician and I am constantly seeing him being the last one to leave work and then the first person into work, doing overtime just to ensure a customer’s car is done and ready for them.
Being a Service Advisor can sometimes prove to be a difficult role but again Jamie always comes to the rescue to speak with a customer, advise them or just put their mind at ease, I have been a Service Advisor for many years and this is really just going above and beyond!
I genuinely believe Jamie should be acknowledged for his continued support to the team.
Zion Sowden (right), Sales Manager, congratulating Osama Javid.
Award Nominee, May 2023
Osama was nominated by 2 different colleagues as he was on a Sunday off and we had staff sickness and he came in to support the business.
His manager called him on another occasion at 9.45am and he was in work at 10.20am, he made two trips to collect a customer’s vehicle that was 2 hours away from us in his own time as the customer had a problem after collection. Osama did not want the customer to be inconvenienced and the customer gave us a gold star even though he had not had a great experience, Osama turned this around, well done!
Simon Crane (right), Head Of Business, congratulating Lewis Painter.
Award Nominee, April 2023
We have had many comments about Lewis helping out in different departments but he also supported the Sales team with handovers and stayed to midnight preparing all March deliveries!
He has also supported the sales team by collecting cars in his own time in the evening.
Well done Lewis a great team spirit!
Dave Poole (right), Parts Manager, congratulating Billy Jones.
Award Nominee, March 2023
Billy has always gone above and beyond for customers this is just one of the customers comments below.
Went to Bristol at Cribbs Causeway and had Fantastic Service from the friendly welcome by reception as having big problems with my keys and batteries Told them the problem as coming up on my dash board smart key battery low they asked me to sit down and wait and they would contact the parts department a young man called Billy came down who changed the battery for me it had already had them replaced at an accessary shop last week what fantastic service in the time when all people are trashing the main agents wonderful service thank you Jaguar and Young Billy
– Roger Riggs
Richard Kocinski (right), Workshop Controller, congratulating Kieran Wilson.
Award Nominee, February 2023
A customer sent an email about Kieran stating that he had fixed a noise that the customer hadn’t mentioned on his visit but Kieran had done this for him, he has also stayed late on occasions to help out and get the jobs finished and on a further occasion the customer’s car wasn’t going to be finished, so Kieran stayed to make sure it was finished so the customer could get home.
Mark Woodruff (left), Bodyshop Manager, congratulating Ian Allan.
Award Nominee, January 2023
Please can I nominate Ian Allan for Making it Special. We have had a dispute with the valeting company regarding white spray marks on new cars, especially newly painted accessories such as side steps. Ian took it upon himself to repaint a faulty side step and work with the valet team to test it, where it was discovered that one of the chemicals used reacts with the paint causing the white spots.
We had already been forced to repaint a set of side steps and replace another set as a result of this issue at cost to our business, and Ian’s help to find the cause will prevent further cases and save the business thousands of pounds in remedial work, as well as avoid customer disappointment if they were to identify the defect.
A true example of going over and above for the good of the company and for customer satisfaction.
simon crane (left), head of business, congratulating Lewis Painter.
Award Nominee, December 2022
Lewis is a great asset to our company, he is always there to step in and help out if a customer needs a car dropped off or picked up, he is the first to volunteer to work outside of his hours, he is happy to support all the departments when they need help, recently working in the Service department as they were short staffed.
I just wanted to say what a pleasure it was to discuss our requirements with Lewis Painter. Throughout our investigation into buying a new Jaguar Lewis was helpful, patient . My wife and I are grateful for the courteous and professional service Lewis provided. Thanks again, with best wishes,
– J and Valencia
Simon Crane (right), Head of Business, congratulating Blase Miller.
Award Nominee, December 2022
We have had a lot of customer feedback along with Blase’s colleagues nominating her for Making it Special as she is always helping out and going the extra mile, well done Blase
Blase was very Helpful and friendly at reception today if i am not back to purchase a vehicle i will be back to say hello Thank you
– Mr Underhill
Luke Sutton and Ian Painter (left), Front of House Manager , Serivce Manager, congratulating May Cook.
Award Nominee, November 2022
May has had a lot of fantastic customer feedback and this is just one of them below!
We were handing over the certificate to her and a customer who had just been served by May made a comment that this was very well deserved and May is an asset to our company.
having had smoke pouring from my engine on the A38 at 5pm i chanced it and arrived at Bristol JLR to ask for advise. I couldn't have had a better service form Nick in the workshop team and May in Customer service both were reassuring professional and experts in their respective fields, Nick even said his team could contact him on his day off to get his opinion on the problem going forward. I couldn't recommend highly enough, fantastic staff that really care and go the extra mile to ensure customer satisfaction and car safety. Thank you Nick and May
– Jake Birakos
Gary Knott and Simon Crane (left), Head of Sales and Head of Business, congratulating Steve Barnett.
Award Nominee, October 2022
Steve always receives a lot of great customer feedback and it is fantastic that Steve goes above and beyond for our customers, this email below just goes to support his great customer feedback. Well done Steve!
Dear Mr Crane I thought I would like to just write a few lines in praise of Mr S Barnett from your Bristol office. I have bought several Land Rovers over the years and I have to say the service I have received from Mr Barnett has been over and above what I have come to expect in these modern times, these last few years have been difficult to say the least and both myself and my other half Helen are registered as critically vulnerable with regard to the Covid virus and any unnecessary contact would be very dangerous to both of us. So when I contacted sales at Sytner Bristol I was pleased to find a group of people who were prepared to go out of their way to allow me to achieve my aims. Mr Barnett went out of his way to make the whole transaction as easy and as safe as possible and I would like to thank him wholeheartedly for his efforts. I am not the most tolerant person but nothing was too much trouble for him. Thank you and I should like you to pass on my wishes to him. Yours sincerely David Mulroy.
– Mr David Mulroy
Luke Sutton (right), Front of House Manager, congratulating Vince Davis.
Award Nominee, September 2022
Vince has been absolutely amazing and when he is put under pressure just gets on with the job, there has been many times over the last few months where the department has been short staffed and Vince always goes above and beyond to help not only the customers but colleagues as well.
He always makes sure that the customers are looked after from making them a drink to helping them unload their vehicle along with covering any staff shortages.
Emma Cole (left), Customer Relations Manger, congratulating Janeth Seath.
Award Nominee, August 2022
In one sentence Jan is incredible, she has been with the business for years and is full of so much enthusiasm. There is not one moment that I can pin point, she makes it special for colleagues and customers on a daily basis and always goes above and beyond.
Nothing is ever too much trouble and I can say on behalf of the entire team that it wouldn’t be the same here without her and she deserves the recognition.
Nothing is too much of a problem she literally gets on with it!
Andrew Sheilds (left), Aftersales Manager, congratulating Nick Calvey.
Award Nominee, July 2022
One of Nick’s colleagues nominated him for going above and beyond for our customers, please see the quotes below:
1st – Nick was asked to collect a customer’s vehicle from Bath, he left his car outside her house and repaired the car the next day and returned the car back to the customer. He collected his own car as not to inconvenience the customer again.
2nd – He was asked to go to Keynsham by one of the Service Advisors to reset a service light that had come back on after a service so as to not inconvenience the customer.
3rd – Nick was asked to go to a customer’s house to re refit a small piece of trim which kept falling off after the customer had had a large amount of work done and again he was more than happy to help as not to inconvenience the customer.
Andrew Shields (right), Aftersales Manager, congratulating Jasmine Birch.
Award Nominee, July 2022
One of Jasmine colleagues voted for her to win, as she is always helping out staying late if needed, coming in on her day off if we are short staffed and just going above and beyond to help out. We have also had a lot of customer compliments about Jasmine on her efficient service when bringing their vehicles in for service and repair.
Andrew Shields (left), Aftersales Manager, congratulating Cathrine Gallagher.
Award Nominee, June 2022
Cathy is our June nomination for Making It Special as she is outstanding with customers along with understanding their needs.
She also looks after all of our breakdowns and is always going above and beyond for her customers. We had a vehicle that was here over a year and the customer wrote to say how pleased he was with the service we provided.
Another example, the other day Cathy made sure she came in early for a Mr Williams so she could see him out, this made it a personal service as he had had lots of problems, she had made such an impression on him, noted from a colleague.
Cathy was extremely helpful and understanding and courteous, considering the length of time my vehicle was off the road she ensured I was provided with regular updates and dealt with a difficult situation really well
– Mr Vien
Andrew Shields and Ian Painter (right), Aftersales Manager - Service Manager, congratulating Jason Noad.
Award Nominee, May 2022
Jason has had a lot of colleague feedback this is just one of them below
‘In my opinion his work ethic is second to none, he will always stay on the extra 10-30 minutes to finish a job so that he can start a fresh job the next morning, he has also been the key member in training all the new Technicians over the last month or so and still carries on to support them where needed when Jason is asked upon for help. He does this with a helpful smile and enthusiasm every time he’s asked upon for help and drops whatever he was in the middle of to help others.’
Kam Dubb (left), Workshop Controller, congratulating Dave Webb.
Award Nominee, April 2022
A customer came back from a recall repair with diesel leaking everywhere, Dave looked into the problem of which he identified that there was a leak from the new pipe that had been fitted. He replaced the pipe and then when checking over the vehicle found that it would need a service in less than 500 miles, he advised the customer and then carried out the service so the customer would not have to come back for a 3rd time.
Dave had done an amazing job to get rid of the smell and get the car back to the customer, whilst updating everyone dealing with it.
Great detail throughout the entire repair and process along with saving the customer a return to us, well done Dave.
Emma Cole (left), Customer Realtions Manager, congratulating Paige Jones.
Award Nominee, March 2022
Paige has been nominated by various colleagues for Making It Special for delighting our customers and some very nice comments from our customers about Paige and her general positive attitude. Well done Paige.
Paige Jones - a great team player after last years debacle I was seriously thinking of finding an alternative provider but I can honestly say Paige Jones exceeded all expectations.
– Rob Smith
Gary Knott (right), Head of Sales, congratulating Christopher Allen.
Award Nominee, February 2022
Almost every week we have Trustpilot and Google reviews from customers who are impressed by Chris. He always puts 100% into making sure every customer has the best experience they can.
We have purchased a lot of cars over the years, from all different companies, this is the first time we have purchased from Jaguar Land Rover, and I must say the service we received was exceptional! Particularly from Chris Allen, I felt he went above and beyond to meet our needs, he couldn't have been more helpful! All the staff made us feel welcome.
– Tracy
Alex Scott (right), Franchaise Director, congratulating Kelly Pullin.
Award Nominee, January 2022
Kelly arranged a test drive for a customer as all of the sales team were busy, she then came in on her day off to assist the customer and continue the relationship. The customer was so impressed with Kelly and the service they received that they went on to purchase a vehicle from us, well done Kelly!
Emma Cole (left), Customer Realtions Manager, congratulating Philippa Sant.
Award Nominee, December 2021
These quotes are from 2 separate colleagues that Philippa has helped in the last month a very truly, well deserved Making it Special for customers and colleagues.
Myself and Mark found ourselves in a very difficult situation on Monday with me on holiday and Mark falling ill. Philippa stepped up and helped us by seeing in our customers, handing cars back and taking payments for the Body Shop whilst we were short on staff. Being located in a different department I think Philippa’s actions are a true sign of teamwork. Mark and I are truly thankful for her help.
I’d just like to make a note of the help Philippa has given me.
I have been having email dialog with a customer who is deaf, Philippa (who I found out can sign) has so very kindly signed a message to this customer. I believe this has really gone above and beyond what might ordinarily be expected, and will go a long way to us winning this customers business.
I would really appreciate it if there is some kind of thanks that can be given to Philippa for this?
Reuben Marechal (left), Land Rover New Car Sales Manager, congratulating Benjamin Jones.
Award Nominee, November 2021
Ben continuously goes above and beyond for our customers, most recently after finding out his customer was deaf/hard of hearing he arranged for another colleague who is able to use sign language to sign a CitNow video.
Ben also builds great rapport with his customers and receives comments such as “My sales consultant was very professional throughout (despite supporting different rugby clubs 🙂 ) I would definitely recommend Ben to friends and family.”
Gary Knott (left), Head of Sales, congratulating Christine Rose.
Award Nominee, October 2021
I just wanted to let you know some feedback one of my customer gave me on Saturday.
Miss Kearney came in on Saturday to see me and was greeted by Christine. When I sat down with her to start going through the car that we have been speaking about she mentioned how impressed she was with the customer service and greeting made by Christine. She has recently been getting terrible service with Nissan and said it was A breath of fresh air to be greeted in such a polite and professional manner
I thought this was brilliant and deserved a mention as the Receptionist and Host’s look after us as a team more than anybody.
Thanks Christine
When I sat down with her to start going through the car that we have been speaking about she mentioned how impressed she was with the customer service and greeting made by Christine. She has recently been getting terrible service with Nissan and said it was A breath of fresh air to be greeted in such a polite and professional manner
– Miss Kearney
Samuel McCann (right), Body Shop Estimator, congratulating Curtis Granidson.
Award Nominee, September 2021
This was another colleague who nominated Curtis.
I would just like to make note of some great work from Curtis in our cosmetics bay.
Curtis worked on a set of wheels yesterday under a strict time limit and to a great standard.
He forfeited his lunch break to make sure all efforts were made to complete the job and I wanted to confirm how appreciative I am for his efforts, so that our customer could take delivery of their new vehicle.
Simon Crane (right), Head Of Business, congratulating Nick Calvey.
Award Nominee, September 2021
One of our customers took the time to write to Simon Crane (Head of Business) with the below letter. Well done Nick for exceptional customer care!
I always believe in ‘shouting from the rooftops’ when someone goes over and above their duty and you have two guys who really saved the day for us a couple of weeks ago. My youngest son Josh called in at home, on his way up from Devon, on Saturday 4 September and I noticed his rear wheel was covered in what looked like oil but turned out to be axle grease. He was due to drive to Liverpool the following day and then on the Monday up to the Isle of Skye and then the island of North Uist. Clearly he wasn’t going anywhere. I rang your Service department (bear in mind it was Saturday afternoon) expecting to be told that there was nothing to be done until the car could be booked in etc. Fortunately Luke Sutton answered the phone and, on hearing Josh’s predicament, told us to get there as soon as possible. We arrived to find him waiting for us – he took the car to Nick Calvey who had a brief look, diagnosed the issue and then came to see us. He clearly explained what was wrong and what was needed. He said to leave the car with him as he should be able to sort it. We went off for a coffee and a sandwich next door. Twenty minutes later Luke rang to say it was all sorted but they needed to let the sealant set over the rest of the weekend. He told us we could collect the car on the Monday morning as early as we liked. We collected the car at 8:15am on Monday 6 September and the work had been done…..and the car had even been washed!! That is extraordinary service. They could both have said that it was too short notice, there were people in the queue in front of us and that the servicing lead-time was four weeks, etc. Instead they went out of their way to help Josh. That is perfect exemplary service.
– Mr W of Clifton
Marley-Dee Joseph (right), Dealership Accountant, congratulating Kelly Pullin.
Award Nominee, August 2021
Kelly is the definition of a team player, she often goes above and beyond to support her team and the wider dealership. Her dedication and motivation to providing the best customer experience is inspiring. She is always willing to step up, provide cover for colleagues and exceed expectations. The last couple of weeks have been particularly challenging for the Host team and we wouldn’t have been able to succeed as well as we have without Kelly.
Richard Kocinski (left), Workshop Controller, congratulating Mark Ashbee.
Award Nominee, July 2021
Richard Kocinski, Workshop Controller said, “I would like to nominate Mark Ashbee for Making it Special in July as he has gone out of his way for the company and customer’s this month.”
Mark had the 8th & 9th booked off but came in on the 8th due to us being short staffed and being very busy. Then he also came in on his summer holidays, he was due to finish on the 23rd but came in to finish a car he had started but didn’t have time to complete which I think is as Land Rover would say ‘above and beyond’.
Simon Crane (right), Head Of Business, congratulating Lewis Painter.
Award Nominee, June 2021
Lewis is June’s nomination for Making It Special after a customer emailed the retailer regarding the excellent service and support they had received from Lewis after they had a fault with their recently purchased used XF Sportbrake. Amazing feedback, well done Lewis!
The customer service at this dealership is incredible. we had a fault with our used XF Sportbrake which we took home last week, I phoned them at 5.50pm and Lewis stayed late to sort out someone coming to take a look at the car, even though we live 90 miles away from the dealership. When the recovery guy couldn't fix the car, he phoned me straight away in the morning to arrange for the car to be collected and taken back to the dealership. He also organised a really nice hire car and I had it on my driveway that day. This was on Friday, we have the car back with us today all fixed (Tuesday). They even filled the car up with a whole tank of fuel and have sent my kids a little something in the post! Honestly can't fault them, especially Lewis who even gave me his email address so I could contact him over the weekend on his days off if I needed to. Thank you Lewis, we love our new car and you have been totally fantastic throughout.
– Rosie Jones
Reuben Marechal (right), Land Rover New Car Sales Manager, congratulating Jodie Mills.
Award Nominee, May 2021
Jodie has been nominated by our New Car Sales Manager.
“Today has been one of several Saturdays where she’s logged on from home on her day off to invoice and register vehicles when documents haven’t been forthcoming.
For me this is over and above the call of duty and without this effort we would have many dissatisfied customers who couldn’t have collected their cars on schedule.”
Jodie is someone the whole team and department can rely on to constantly put the needs of the business and the satisfaction of our customers first. Thank you Jodie!
Simon Crane (left), Head Of Business, congratulating Lewis Painter.
Award Nominee, April 2021
Lewis has been nominated by various colleagues for April’s Making it Special as he has gone above and beyond for our customers and colleagues. Lewis has helped with cleaning of vehicles when needed and delivering parts to customers out of hours, he has generally just helped when called upon! Well done Lewis.
n/a (right), n/a, congratulating Kam Dubb, Ryan Appleby, Pablo Velasco, Jamie Hill,Luke Welling.
Award Nominee, March 2021
Due to some very last minute deliveries of vehicles from Jaguar Land Rover, Kam, Ryan, Pablo, Jamie and Luke took it upon themselves to get them all PDI one evening in March, which resulted in them staying very late at night to get them all finished.
These actions then allowed our Sales Department to be able to hand over their cars in time for the March registration and freeing up the workshop for more Service customers.
Dave Poole (left), Parts Manager, congratulating Jack Gallagher.
Award Nominee, February 2021
His fellow team member Billy has nominated Jack; this is because as well as providing invaluable knowledge and support towards Billy’s apprenticeship within the Parts department, Jack will always go above and beyond for his customers.
For example, Jack delivered a part to a customer on his day off this Sunday. The part was due to be delivered on the Friday but due to an accident on the motorway, our driver was unable to reach the customer. Jack kindly offered to deliver the part to the customer’s house after finding out that the customer desperately needed it for 8 o’clock Monday morning. The customer said he was over the moon with the service Jack provided and would definitely be returning his business to us.
Simon Crane (left), Head of Business, congratulating Emma Cole.
Award Nominee, January 2021
I would like to nominate Emma Cole for her sterling work and effort during and after our move.
Along with making the dealership look fab she has also kept us all safe interpreting the COVID/Project Phoenix guidelines, taking on the Health and Safety of 120 people. She has kept an eye on the details with Simon and Pritesh making sure all the last little bits of the build were sorted!
Dean Bray (right), Business Manager, congratulating Lewis Boreham.
Award Nominee, November 2020
Lewis has received a lot of outstanding customer feedback even during these difficult times. See below for an example…
Buying a car during Covid was made easy ...... Thank you Lewis for your help and advice and even a video inside the car showing how to use the many gadgets before purchasing my car. Excellent customer service!
– Mr Moreman
Gary Kott (left), General Sales Manager, congratulating Rob Gibbs.
Award Nominee, August 2020
Our August Making It Special is Rob for going above and beyond to make customers feel safe.
Rob took it upon himself to do a covid safe video for our customers and colleagues, as you arrived at the dealership you would know all of the measures we had put into place, he filmed a walk around to made it easier to know what to do on arrival to the dealership.
Well done Rob it made people feel at ease with entering the building and knowing what to do and where to go.
Ian Painter (left), Service Manager, congratulating Maddie Duthie.
Award Nominee, July 2020
Maddie is our July nomination for the outstanding customer service she gives. Our Aftersales Manager recently received the below email from a customer praising Maddie:
I’ve been dealing with Maddie for the last 8 months. She’s helped me through some incredible issues, including a complete engine failure as I pulled off of the cross channel ferry on Day 1 of my holiday which resulted in a new engine needed. Maddie is now one of only two car dealership related people I have ever found the desire to personally thank for the way in which they have made me feel valued, I have had many experiences in car dealerships over the last 20 odd years and most are great at the trained corporate customer service but very few ever show really care for their customers and when they do they should be recognised for it.
The way Maddie has managed my horror story has made me want to come back to Land Rover next time I change my car and buy for you again despite all the massive issues that would normally mean I would want to look elsewhere, I am not sure if you have any process for recognising the excellent work of individuals within your team but I feel it was worthy of a thank you email to Maddie following resolution the latest batch of warranty issues…
Erika Bliss (right), Customer Serive Manager, congratulating Luke Sutton.
Award Nominee, February 2020
Our February nomination rightfully goes to Luke for his outstanding customer care. Luke has had many letters and phone calls thanking him for his superb service, here is one of many
Luke has worked with ourselves in the Executive Office to bring a customers concerns to a swift resolution. Due to his action and continued efforts, the customer mentioned he had gone from extremely moody to seriously considering the purchase of an F-Type (even trying to wiggle out of his current finance agreement with LEX). Whenever I have need to speak to Jaguar Bristol, it’s always made easy via Luke. I wanted to recognise his ‘can-do’ attitude with this short message.
Cam Dub (right), workshop controller, congratulating Nick Hughes.
Award Nominee, January 2020
Our January Making it Special nomination goes to Nick who when above and beyond with a customer that was having problems with his vehicle.
The customer had a rattle that was very difficult to pin point so Nick decided to call the customer and drive to his house, pick up the customer and test drive it with him to find the exact noise and then went out of his way to drop the customer back to his house.
I was so pleased with the service I received. Nick had spent extra time to make sure the fault was fixed for me, which I really appreciated!
Erika Bliss (left), Customer Service Manager, congratulating Casi Mansfield.
Award Nominee, December 2019
This month Casi Mansfield is well deserving of our December Making it Special nomination…
Monday morning a customers car was failing to start. This particular customer had an important commitment that he was unable to miss on the Wednesday so we pulled out all the stops to endeavour he wouldn’t miss his important commitment.
The car was brought into the workshop that same day and Casi quickly diagnosed the issue. He worked through his lunch to ensure it was completed. Casi managed to carry out the Service work the car was booked in next month for as well. The customer was so pleased by the whole experience and the fact their car was completed and tested by end of day Tuesday when he collected it he gave Casi a wrapped gift.
If we had not turned the repair around as quickly as we did, without any complications or errors, the customer would have had to hire a car and potentially missed his commitment.
Robb Pickard (left), Head of customer Serivce, congratulating Jodie Mills.
Award Nominee, November 2019
Our Making it Special award for November goes to Jodie Mills, who in light of an error made with a customer’s paperwork, agreed to take a call from the customer. Jodie was able to sort all the paperwork and drove to the customer’s house to deliver them during her own time.
Jodie’s customer first approach made the customer extremely happy. Well done Jodie
Tom Stagg (left), Business Manager, congratulating Christine Rose.
Award Nominee, October 2019
After the purchase of a new vehicle one of our customers left their mobile telephone at the showroom, the customer had reached home with her 2 children and was unable to return to collect it that day. Christine took it upon herself to deliver the phone back to the customer after leaving work resulting in a very happy customer.
On another occasion a customer visited the showroom with her child who had complex needs Christine went out of her way to keep the little one entertained whilst the customers viewed there new car resulting in the customer sending a handwritten letter of thanks to Christine.
Simon Crane (right), Head of Business, congratulating Luke Sutton.
Award Nominee, September 2019
Our Making it Special award goes to Luke Sutton, we have received exceptional customer feedback for Luke over the past few months, a few examples below. Luke always goes above and beyond for his customers.
I would like to say that the level of service I received from Luke Sutton can only be described as truly exceptional. I have, in the past, had dealings with another Jaguar dealership (initially average but quickly went downhill) I then tried another Jaguar dealership (from start to finish a dreadful experience). Dealing with Guy Salmon was something in a totally different league. From start to finish, Luke was impressively helpful. Nothing was too much trouble for him and he patiently tolerated, and answered, my (often naïve) questions. He kept me well informed throughout the whole process and made me feel as if I really was important. Yes I know, all customers are important but his attitude felt somehow very different. He is a real credit to your organization.Luke Sutton excellent and helpful as ever . Always proactive and decent to deal with .
Craig Bisson (left), Sales Manager, congratulating Holly Caswell.
Award Nominee, August 2019
Our Making it special award goes to Holly, who looked after a customer recently whilst his car was in for servicing. He was at the dealership for quite a few hours and explained how welcomed he was by Holly and how she not only kept him fed and watered, but how she continuously checked on him whilst Matt who was his service advisor was busy. Holly kept him occupied by talking to him about the Velar, she was very knowledgeable about the brand and product so much so he decided to look into buying a new Velar. He was really impressed that as a receptionist she not only knew a lot about the vehicles features and benefits but she spoke about it with so much passion he wanted to test drive one. As a result of Holly’s actions the customer then revisited the dealership for our sales event weekend.
Robb Pickard (Middle), Head Of Customer Service, congratulating Vince Davis and Martyn Stutt.
Award Nominee, July 2019
Vince Davis and Martyn Stutt our Service drivers are joint winners for the July Making it Special award. They have both been nominated independently and quietly get on with the job in hand. The actions of two thoughtful customer orientated colleagues have generated the nomination, actions such as a final check and clean over of water runs and seagull mess (a distinct problem in Bristol) before returning a customer’s car or organising a bouquet in condolence for a customer whose husband recently passed away. They demonstrate an eye for detail and compassion and are two very important and effective team members driving forward the customer experience at Guy Salmon Jaguar Land Rover Bristol.
Well done to you both
Tim Fox (left), Aftersales Manager, congratulating Simon Moore.
Award Nominee, June 2019
Our June Making it Special award goes to Simon Moore who has received some fantastic feedback from our customers recently. Here is just one example of him going that extra mile.
Simon went above and beyond when I left my child’s car seat in the hire car we had. Simon personally drove this back to me this morning. I was not going to continue buying Jaguar vehicles and have now decided I will continue buying from Jaguar in the future because of the service received.
Well done to Simon for reacting in a such a personal way, sealing the customer’s future with our brand. Customer called the Dealership to express his gratitude for the service he received.
Zion Sowden (right), Used Car Sales Manager, congratulating Jed Langley-Stevens.
Award Nominee, May 2019
Our May Making it special award goes to Jed Langley-Stevens one of our Technicians who recently went out of his way to help his colleagues in the sales team. They were called by a customer who had a concern with their vehicle on a Saturday and unfortunately they could not drive the car into the dealership, Jed offered to go out to the customer and helped resolve the issue. This was a great act of helping out his colleagues and made a loyal customer very happy with minimum inconvenience to them.
Well done Jed.
Dave Poole (right), Parts Manager, congratulating Jack Gallagher.
Award Winner, April 2019
Jack Gallagher having recently completed his Parts apprenticeship, returned to his old secondary school off of his own initiative to work with the Year 10 students. Jack told them about his experiences as an apprentice and how it readied him for his role in the business and that he has now been employed as a Parts Advisor. Jack wanted to inspire others about his journey and also spent some time working on interview techniques and on how to build confidence with interviews.
Well done Jack.
Robb Pickard (left), Head Of Customer Service, congratulating Anita Main.
Award Nominee, March 2019
Our March Making it special award goes to Anita, who consistently provides a warm welcome to all our walk-in and call-in customers. During March, under considerable strain, not once did she buckle, bolstering the team as she went. Every customer was hosted with grace, whether Sales or Service. Frustrated customers were placated as Anita managed the torrent of phone calls, coffee orders, bored children and thirsty four-legged customers. Reception would have been the worse for wear if it wasn’t for Anita.
Thank you Anita
Robb Pickard (right), Head of Customer Service, congratulating Lauren Budd.
Award Nominee, February 2019
Lauren takes an enormous amount of pride in her work and always has the customer at the forefront of their experience. All of this is carried out with a quiet determination that they should receive a positive experience, value for money, and their car back when promised. Lauren keeps in touch and gives a warm and professional service to all those she sees through the Service department at Jaguar
I can honestly say that the service I received from yourselves from start to finish was outstanding, a special mention to Lauren who’s customer service and communication was excellent throughout, people are only too quick to complain and point the finger when things don’t quite go to plan so I think it is only right and fair to recognize such impeccable service.
Gary Knott (left), General Sales Manager, congratulating Jodie Mills.
Award Nominee, January 2019
Our January making it Special award goes to Jodie Mills, who has worked so hard throughout January in supporting both sales teams in our Land Rover & Jaguar businesses. Without the support of Jodie the sales teams would not have been able to deliver a great experience to their customers & making sure all handovers went smoothly.
Well done Jodie on your well deserved award.
Gary Knott, General Sales Manager (left), Dan Foster, Used Car Manager (right), congratulating Lee Harris.
Award Nominee, December 2018
We would like to nominate Lee Harris for our making it special award in December for delivering a Range Rover Sport to Mrs Gibbs on her 50th Birthday.
Lee arrived at a local restaurant in the evening where Mrs Gibbs was having a meal with her family. Once Lee had tied balloons & placed a 50th Birthday banner across the windscreen he called her husband to bring her out to the car park. She was so surprised to see Lee standing outside with her new car & got very emotional for this wonderful present.
Congratulations Lee for providing this great experience & the nice touch by dressing the car as this was the icing on cake for Mrs Gibbs & made it truly special.
Gary Knott (left), General Sales Manager, congratulating Aaron Baker.
Award Nominee, November 2018
We would like to nominate Aaron Baker for Making it Special for November for delivering a Velar to Mr Henton, in his own time to meet the customers requirements.
Aaron travelled from Bristol to Wakefield arriving at the customers house at 9pm in the evening, after a long drive he still carried out a professional handover showing the customer all the features & benefits of his new car. Mr Henton was very grateful with the exceptional service and goes to show Aaron’s commitment to delivering outstanding customer service.
Well done Aaron, keep up the great work.
Tim Fox (left), Aftersales Manager, congratulating Jack Gallagher.
Award Winner, October 2018
Our nominee for Making it Special in October is Jack Gallagher.
Jack has championed our branded goods this year and has not only helped the team win the June Champions accolade but also helped us smash last years target.
He always talks to customers about the range whenever he sells any parts to them and in doing so, recently learnt from a customer that her Dad was going to be celebrating an 80th Birthday and she had come in to purchase a Cap. She mentioned that he had always loved Jaguars but he was unable to drive anymore. Jack arranged to pick up her father up in a Jaguar XJ and take him to his planned Birthday party, as well as presenting him with a few small items from the branded good range (out of his own money). The customer and her father were really happy.
Fantastic – well done Jack
Chris Towner, Workshop Controller (left), and Ian Painter, Service Supervisor (right), congratulating Nathan Hoy.
Award Nominee, September 2018
Our September nomination is Nathan Hoy who worked extremely hard in getting a major service completed in good time so that a customer could enjoy his planned holiday.
The customer had been booked in for a 96,000 mile service but the service team did not pick up that the car actually required a 112,000 mile service, including a full cam-belt service. Although there were limited time available in the workshop and the customer being advised that it may well run into the following day, Nathan managed to complete the vehicle including the vehicle health inspection the very same day.
The customer was elated and asked that his sincere gratitude was passed to all involved, when he collected his car at 3pm Friday!
Reuben Marechal (left), New Car Sales Manager, congratulating Tom Stagg.
Award Nominee, August 2018
The nomination for our August Making it Special goes to Tom Stagg, who delivered a car on his day off to save a customer a 6 hour round trip with 2 young children. The customer had requested that her wheels be painted grey, unfortunately the work was late being completed, so Tom stayed late the night before and valeted her Discovery ready for the morning.
Following delivery the customer called the Sales Manager to express her delight during a 30 minute call and has also written an email to Darren Edwards to share her feedback.
Tom went above and beyond to ensure her satisfaction and her husband has since bought another Land Rover from Tom. Well done Tom
Robb Pickard (left), Head of Customer Service, congratulating Christine Rose.
Award Nominee, July 2018
Christine is our July’s Making it Special nomination, who recently made a young lad with Autism very happy. He has a fascination for the brand and wanted to come into the showroom to see all the cars and get the chance to sit in them whilst here. Christine made him and his family very welcome and she truly lived up to her job role as Showroom Host, showing real care by providing drinks and snacks throughout their visit.
His parents were very grateful that, whilst they weren’t purchasers they were all made to feel welcome. Well done Christine.
Tim Fox (right), Aftersales Manager, congratulating Kam Dubb.
Award Nominee, June 2018
I would like to nominate Kam Dubb for our June ‘making it special award’. He recently came into work on his day off and carried out a mechanical fix in his own time on a car that had been promised to be ready. If it wasn’t for Kam this would have delayed the delivery of the car to the customer.
Well done Kam.
Tim Fox (left), Aftersales Manager, congratulating Emma Yarwood.
Award Nominee, May 2018
Our Making it Special nominee for May is Emma. Emma recently went out of her way to arrange a toy model of an FTYPE to give to a customer who had always wanted to own one, but was too ill to be able to. When Emma presented him with the gift, he burst into tears and was so very grateful and happy.
Many congratulation and thank you goes to Emma, a well deserved recipient of this months award and a credit to the team.
Konrad Hoogesteger, Sales Executive (left), Simon Crane (right), Head of Business , congratulating Lewis Painter.
Award Nominee, April 2018
Lewis Painter has been nominated by Konrad for this months ‘Making it Special’, and here are the reasons why:
I drove to Maidstone on Saturday 28th April 2018 to deliver a car to a customer and planned on driving back in their part exchange (a BMW 1-Series with run-flats). On my return journey, the car picked up a puncture near Reading and the warning lights showed the applicable speed to drive at. Lewis was not supposed to be in work as it was a weekend, however, he had been helping out at the retailer- the retailer was informed of the puncture and Lewis began to make preparations for what was to come; even though the BMW was on run-flats, there was a chance that the tyre would not hold out for the remainder of the journey. As misfortune would have it, the tyre gave out between Junction 17 and 18 (30 miles from the M32 junction) of the M4 and Lewis told me he was going to get myself and the P/X recovered.
Lewis arrived with not only a car for me to drive home in, but an accompanying recovery truck that would take Lewis and the P/X back to the retailer. Lewis had even bought some drinks and had ensured that the car was fuelled ready for recovery.
Throughout the experience, I felt safe in the knowledge that Lewis was going to help me in getting the vehicle recovered. He went above all expectations in what he did though: It was outside working hours, he prioritised getting me off the hard-shoulder of the motorway and back to safety.He was absolutely superb throughout the entire ordeal.
Simon Crane (right), Head of Business, congratulating Ian Painter.
Award Nominee, March 2018
We would like to nominate Ian, for going above and beyond for one of our customers.
An elderly customer had thought that he got roadside assist when he took out his service plan, but unfortunately he hadn’t. The customer had a puncture on their vehicle, so Ian went out that evening to the customer to change the wheel for him. He brought the damaged wheel back in to be fixed and once completed, Ian returned it to the customer the following evening.
This has delighted the customer and shown what an exceptional level of customer service Ian provides.
Well Done Ian!
Tim Fox (right), Aftersales Manager, congratulating Lauren Budd.
Award Nominee, February 2018
Our nomination for February is for Lauren following us receiving this email from a customer.
I’m pleased to say that I was looked after exceedingly well and all my expectations were met beyond reproach. From the day before contact from Lauren Budd to the welcome at arrival I was treated with respect and a huge amount of professionalism. Lauren called me the day before to confirm my booking and on the day looked after me from start to finish. I was kept up to date on how my car was progressing through the day and was given plenty of time to collect when all the work had been completed. You should know that I had to travel over a 100 miles to visit your dealership, but it was worth it. I have been let down by my local dealers over the past year and a visit to Guy Salmon Jaguar Bristol was a breath of fresh air, inspite of the distance I travelled it was worth it. Lauren is a shinning star at your dealership and I can’t praise her enthusiasm, knowledge and courtesy enough, Lauren is a credit to your team. On collection of my car all my paperwork was fully explained and my extended warranty was set up there and then. I’m so pleased with the work that was done and the way I was treated that I will also be bringing my Range Rover to Guy Salmon too. A huge thank you to all the staff at Guy Salmon Jaguar Bristol, but especially Lauren who was an outstanding representative for your dealership.
Tim Fox (right), Aftersales Manager, congratulating Alice Saunders.
Award Nominee, January 2018
Our nomination is for Alice for making sure that she got it right for her customer who had been experiencing several issues with their vehicle. Alice has shown that if you take ownership of a problem, with time you can work your way through it and find a solution. We received this fantastic feedback from the customer.
I would like to express how well Alice on the service reception dealt with the problems with my car and how she spent a lot of her time getting things right. The car had been having a number of issues with warning lights had been dismissed as requiring software upgrades. I had to insist that this was wrong and needed further investigation. I had called the JLR helpline who were next to useless and kept referring me back to yourselves. When I arrived unannounced at your showroom to have the car taken in, with no replacement vehicle arranged Alice went out of her way to get me mobile again and then took ownership of the problem until it was resolved.
Christine Rose
Award Nominee, December 2017
Christine has excellent customer service skills and embraces our customer first ethos. She is always interacting and engaging with our customers, ensuring that their experience in the dealership is always as comfortable as possible. Always willing to complete any task that is given to her and she lends a hand to other staff members during busy periods.
Thank you Christine!
Bradley Edmund
Award Nominee, November 2017
Our nomination is for Bradley for providing outstanding customer service to our customers at Land Rover Bristol. One of the challenges our customers face is where to park when they arrive and Bradley has now eliminated this stress for many of them as he is always on hand to assist them, Bradley is able to offer assistance in a manner that does not imply they are not capable of parking their own car but in a manner that he just wants them to be able to focus on the important things. The way that he has built a rapport with many customers has been noticed by his colleagues and they have been very complimentary about him. Great work Bradley!
Tim Fox (right), Aftersales Manager, congratulating Rob Curthoys.
Award Nominee, October 2017
Rob has recently started with us and he is settling in well. Rob has received three gold stars for his excellent customer service and he has bonded with the team and also our customers.
Rob has brought with him extensive knowledge and experience and he is always willing to assist his colleagues by passing this on, really demonstrating a ‘One Team’ approach.
Rob has a very personable character that makes everyone around him feel at ease.
We look forward to working with you Rob!
Mark Ashbee
Award Nominee, September 2017
Our nomination is for Mark Ashbee for providing exceptional customer service.
I was delighted with the customer service received from Mark. The car broke down on the M32 and basically developed a mind of its own, it started to over rev and accelerate on its own, and then I slammed the brakes on and the engine faulted and the steering went slightly heavy making it difficult to pull over to the hard shoulder. Quite a shake-up of an experience. Mark was reassuring, personally helped with the car, (I had two car seats, two prams and a carload of stuff that I then had to put into an uber by your warehouse). He has also been a pleasure to deal with since, so I wanted to compliment you on an excellent member of staff.
The Customer was feeling stressed and agitated due to the incident that occurred on the motorway and Mark put the customer at ease and helped him with his onward travel. Mark worked with the customer to help him understand the diagnosis and depth of repair of his vehicle.
Tim Fox (right), Aftersales Manager, congratulating Lauren Budd & Ryan Appleby.
Award Nominee, August 2017
Our nomination is for Lauren and Ryan for showing great One Team spirit and for showing that customer service doesn’t stop as soon as the customers leave the dealership. A customer picked up his XF, and Ryan stayed on to finish it off and put pads on the customer’s car. The customer then left with his dad who dropped him off and on the way back home his dad’s car broke down, so both Lauren and Ryan went out to try and get the car going and assisted the customer to get the car home.
Well Done Both!
Steve Barnett
Award Nominee, June 2017
Steve Barnett recently went above and beyond for one of his customers. His customers were on their way to a wedding when they had a couple of punctures on the motorway, Steve arranged for a replacement car straight away which he then drove himself to where the customers were, gave them the replacement car so they could get on their way to the wedding. He even waited with the vehicle until it was recovered. Steve definitely went above and beyond with his customer’s expectations.
Well Done Steve!
Clive Wilson
Award Nominee, May 2017
We would like to nominate Clive Wilson for making it special, he is always willing to stay late and come in on days off to ensure that cars are delivered back to our customers on time. He is always willing to help anyone with whatever they need and go the extra mile. Clive continually demonstrates exceptional customer service and presents a brilliant first impression of our company to the customers.
Thank you, Clive!
Lisa Davis
Award Nominee, April 2017
Lisa has been an amazing team player, she has played a massive part in helping out our Sales Team by coming in early, staying late and even coming in on her days off to assist with last minute handovers and registering of cars to ensure our customers can take delivery of their new vehicles as and when they want them, even when we’ve had very short notice. The Sales Team really appreciates all that she does for them and we all believe she deserves Making it Special and much more.
Erika Bliss, Claire Cullen & Kate Lewis
Award Nominee, March 2017
Due to the team’s excellent customer service, our customer Brigadier Philip Bambury wrote to Simon Crane our Head of Business to praise the dealership and its staff after his experience with Guy Salmon Bristol.
Brigadier Bambury needed a replacement rear spoiler due to an unfortunate accident, however, he was due to fly to Switzerland the following day, our service team arranged for the car to be repaired whilst he was away. When he was delayed arriving with us and urgently needed to get to the airport, Team Bristol came into play and hatched a plan. Kate kindly offered to chauffeur our customers to the airport in one of our Range Rover Sports, which was much appreciated by Brigadier and Mrs Bambury, whose words were:
My wife and I were taken to the airport in a deliciously luxurious Range Rover Sport, expertly driven by Kate.
Even though their return flight was delayed therefore delaying the collection of the car, Brigadier Bambury was pleased to receive ‘nothing but friendly sympathy’ from our service team.
Mr Bambury states in his letter that from the first moment, speaking to Claire through to dealing with Erika and the help Kate showed in providing a last-minute lift, he was shown outstanding care and comforting, helpful attitudes. Brigadier Bambury finally signed off his letter with a wonderful statement
Above and Beyond? – very much so, Land Rover Bristol scored a lot of points!
Luke Sutton
Award Nominee, February 2017
Luke was very quick to offer Mr Thompson a lift when his driving license was rejected. Luke knew Mr Thompson was not happy at this situation, he built a good rapport with the customer and then arranged to pick him up later that day. Whilst Luke was talking about various things he discovered that Mr Thompson had a real liking for the F-Pace and while not thinking of buying one he would like to sit in one. When Luke arrived back to the dealership he arranged to secure one of the F-Pace Demonstrators to go and collect Mr Thompson and bring him back to the dealership to collect his car. When the customer came back he made a point of speaking to various members of staff and customers saying how impressed he was with our new trainee adviser. This resulted in an unhappy customer giving us a gold star for Luke’s effort. Well done Luke!
Reuben Marechal (right), Sales Manager, congratulating Seebo Shan.
Award Winner, January 2017
Our nomination is for Seebo for a fantastic example of him ‘Making it Special’ for his customers, who were expecting a baby when they collected their new car.
It seems as though Seebo chose just the right nappy size! The customer wrote to us with the following message for him
Thanks so much for the diapers and teddy bear. We actually bought size 2 thinking that she would be a bit big, but she surprised us and needed a size 1. I was so pleased to see those diapers on that first night.
This really demonstrates Seebo’s drive to make each handover unique to his customer.
Well Done.
