Sytner JLRS Division
Andy Penn (right), Head of Aftersales, congratulating Terry Smith.
Award Nominee, March 2025
Our Making it Special nomination for the month of March is Terry Smith.
A client contacted our Head of Business to express how impressed he was with the professionalism on the day of his booking.
He had been unwell and therefore unable to drive any distance, he was appreciative of the collection service and commented how friendly and courteous Terry was.
This made great reading! It sounds like Terry really made an impact with his kindness and professionalism.
Well done!
Andy Penn (right), Head of Aftersales, congratulating Craig Bales.
Award Nominee, February 2025
Our Making it Special nomination for the month of February is Craig Bales.
We received some exceptional feedback which was sent to our Divisional Managing Director and Head of Business on how fantastic Craig was at reassuring and assisting some elderly clients.
The feedback speaks for itself….
Well done, Craig!
Feedback Message: Subject: Appreciation for Exceptional Service by Craig BalesDear Mr. Mann,I am writing to express my sincere gratitude for the outstanding service provided by your team member, Craig Bales, at Sytner Jaguar Coventry on Friday, 14th February.My elderly parents, both in their late 70s, arrived at your dealership just before closing time with an issue—the electric window on their car wouldn’t close. They were particularly concerned about leaving their car window open over the weekend. Despite the late hour, Craig went above and beyond to assist them. He offered to take the car and sort the issue over the weekend, ordered an Uber for them, paid for it, and ensured they didn’t have to wait outside in the cold. He waited with them after everyone else had gone home.His professionalism, patience, and empathy made a significant difference to my parents, who were understandably worried about the situation. Craig’s willingness to go above and beyond, even beyond normal working hours, is truly commendable and speaks volumes about the values and customer service standards at Sytner Jaguar Coventry.Please pass on my heartfelt thanks to Craig—I deeply appreciate his dedication and generosity. This experience has reinforced our trust in your dealership, and we will not hesitate to recommend Sytner Jaguar Coventry to others.Thank you once again for the excellent service.
– Kirstie Wykes
Simon Evans-Cook (right), Senior Business Manager, congratulating Nathan Baylis.
Award Nominee, January 2025
Our Making it Special nomination for the month of January is Nathan Baylis.
Nathan went above and beyond for his client, to the point where he took the time to give feedback to our Divisional Managing Director and Head of Business on how fantastic his experience was.
Well done Nathan!
The feedback speaks for itself:
Nathan Baylis was our sales person at Coventry , After initially contacting Sytner in Huddersfield regarding a new or used Defender 90 commercial for my 19 year old son The sales people in Huddersfield never called us back so we kept checking the Sytner website and found just what we wanted 130 miles away in Coventry ,after our online enquiry we received a couple of very friendly calls from Nathan who assured us the car was just what we were looking for . We agreed a deal and collection date , I mentioned to Nathan my Son was funding this himself after working hard in his business , Nathan assured me he would do what he could to make it a little special for my son , Upon arrival we were greeted and given a coffee then shown the car which Nathan had managed to get into the showroom with a reveal cover over it ,, that truly made the experience for my Son amazing ,, I would not have bought from Sytner and travelled around trip of 260 miles had it not been for the efforts and professionalism shown by Nathan , He really is a true asset to Sytner.
– Mr Cartwright
Dan Turner (left), Approved Used Sales Manager, congratulating Neal Webb.
Award Nominee, December 2024
Our Making it Special nomination for the month December is Neal Webb.
Neal consistently goes above and beyond for our clients ensuring the client first culture is at the front of every enquiry we take.
Neal went out of his way to make it very special for a lifelong aspirational client who finally managed to achieve his dream car. Neal noticed it was the clients birthday and took it upon himself to create a surprise handover for Mr Dickman and his wife, he had the car magically unveiled including a lovely big birthday bow.
The client left the showroom in floods of tears for all the right reasons.
A dream come true
Well done Neal!
Oliver Mann (L) & Andy Penn (R) (left), Head of Business & Head of Aftersales, congratulating Kelly Campbell.
Award Winner, November 2024
Our Making it Special nomination for the month of November is Kelly Campbell.
Mr Lawson has bought cars from us before but more recently from Solihull. Mr Lawson had an issue with the sat nav not working. The car was taken into Solihull for investigation. Solihull said they had fixed the issue but when Mr Lawson checked the next day, the sat nav was still the same. Mr Lawson called Solihull to re book but they advised it would 6 weeks until they could get him back in.
Mr Lawson called us to see if we could take a look at the issue as he has cancer and his wife was struggling to get him to the different hospital appointments with the sat nav not working. After several attempts over the phone trying to rectify the issue Kelly sent Mr Lawson a CITNOW clip of how to change the sat nav from Belgium to the UK. Mr Lawson struggled with this so Kelly asked if Mrs Lawson could pop the car down to us so we could change it for her.
When Mrs Lawson arrived Kelly and Richard tried to change it from Belgium back to the UK but the car would not change back. We asked Mrs Lawson to take a seat in the waiting area so we could take a quick look in the workshop. After an hour of trying to reset the work Solihull had failed to do we found out the module was corrupt and would not update.
The car was 8 months out of manufacturer’s warranty with no extended warranty in place. The workshop raised a FRED which was approved and Kelly took it upon herself to raise CRC case for 100% goodwill due to the poor experience the client has been through with Solihull and his uncertain time with his illness. The CRC case was later approved at 100%.
The client was over the moon with the outcome and hopefully this has restored the faith back in the Brand and Retailer network, they came back and dropped off a gift and thank you card for Kelly.
Well done!
Andy Penn (right), Head of Aftersales, congratulating Lynsey Swaby, Sam Johnson & Claire Bales.
Award Nominee, September 2024
Our Making it Special nomination for the month of September is Lynsey Swaby, Sam Johnson & Claire Bales.
Huge congratulations to Lynsey, Claire and Sam, all have been previous Making it Special nominations and strive to make it special for our clients.
Lynsey and Claire have qualified for the Service Advisor of the Year final and Sam has qualified for the Technician of the Year final which takes place on Friday 15th November.
The winners will be announced on Friday evening at a very well deserved Gala event.
Very best of luck and fingers crossed from the whole team at Sytner JLR Coventry!
Colin Hopkins (Centre), Used Car Sales Manager, congratulating Anwar Hussain & Michael Mancini (Spike).
Award Nominee, October 2024
Our Making it Special nomination for the month of October is Anwar Hussain and Michael Mancini (Spike).
Spike and Anwar were approached by a confused and flustered elderly gentleman who had arrived in his 30 year old Jaguar (a true brand ambassador). The gentleman was visibly upset and in a panic as he was due to meet a long lost family member at a destination that had been misplaced on his hand drawn map.
Anwar ensured the gentleman received some refreshments and reassurance whilst Spike generated a plan.
With no in car navigation and no simple way of guiding the gentlemen to his desired venue Spike jumped in his own car and created a convoy to lead the gentlemen to his appointment on time and in one piece.
Sometimes we have to make a decision on being kind or correct and in this instance Spike and Anwar chose kind.
Well done both!
Shane Farmer (right), Head of Sales, congratulating Callum Hughes.
Award Nominee, August 2024
Callum always show willingness to ensure each and every experience is a personalised and professional experience for the client, he goes out of his way to guide the client through the process ensuring its an enjoyable and special event.
I don't even know where to begin. What a journey! Thank you, from the bottom of my heart, for helping me get my dream car. You have been so kind and patient and I am extremely thankful that you were my car salesman. I felt like I was talking to a friend over the phone and you have made this process a memorable one that I will cherish forever. Here is a little something to say thank you! Wishing you all the best for your future as I know it will be adventurous and successful for you!
– Kiran Gurkiran Ubhi
Andy Penn (left), Head of Aftersales, congratulating Sam Johnson & Justin Defaye.
Award Nominee, July 2024
Our Making it Special nomination for the month of July is Sam Johnson and Justin Defaye.
A client purchased an Approved Used Jaguar I-Pace. Within a few days of ownership, the I-Pace would not charge correctly as one of the battery cells had failed. The cell repair takes in excess of 3 days to complete and we have over 20 vehicles booked in for this repair.
Due to the magnitude of these repairs along with cell availability, it would be two months before this I-Pace could be repaired. The client was in discussions with us and suggested rejecting this vehicle.
Justin Defaye and Sam Johnson offered to carry out this repair over the coming the weekend. They worked non-stop all day Saturday and Sunday until it was completed. On Monday morning we delivered the I-Pace back to the client with the new cells fitted and fully charged.
This just shows the commitment of both Justin and Sam to offer exceptional service.
Well done both!
Shane Farmer (left), Head of Sales, congratulating Callum Hughes.
Award Nominee, June 2024
Our Making it Special nomination for the month of June is Callum Hughes.
Callum went above and beyond when dealing with a client throughout their purchase experience.
The client sent an exemplary email stating how delighted she was and asked for it to be shared with our Head of Business.
Well done Callum!
Hi Callum,Sorry I haven't managed to get back in touch with you over the phone, work has been absolutely manic. Firstly, the car is just perfect - could not be happier with it.Just wanted to drop a note to say a huge thank you to you personally for helping me purchase my first car. The process can be quite daunting and I'm well aware I asked more than my fair share of silly questions, but you were very patient and easy to talk things through with. It was also clear to see you had a lot of knowledge about the cars themselves and helped me to make the right decision about which car, and what features were important to me while sticking to my price range.A large part of why I came in initially was the glowing feedback about the experience my parents had working with you, I echo the same sentiments! Please please please don't go anywhere as I don't plan on buying my next car from anyone else.I've provided the same feedback on the JLR survey but Kym if you could help make sure this feedback gets to the right people at Sytner Coventry, I'd appreciate it (apols if you're the wrong person to loop in here)!All the best (good luck with the garden work) and I'll see you soon 🙂,Davina
– Davina Rai
Shane Farmer (left), Head of Sales, congratulating Adam Brightmore.
Award Nominee, April 2024
Our Making it Special nomination for the month of April is Adam Brightmore.
Adam continuously goes out of his way to celebrate the success and hard work of the JLR Coventry Family, he never thinks twice about putting others before himself and most recently he recognised the result that was delivered via our preparation and valet team during a demanding and stressful period.
Unknown to the management team Adam organised a collective reward to show appreciation of all their efforts, this made them feel a huge part of the success and valued as a collective and as individuals.
Adam is a huge ambassador of if you see someone without a smile.. give them yours!!
Well done Adam!
Shane Farmer (left), Head of Sales, congratulating Sytner JLR Coventry Sales Admin Team (Sophie Lusk, Lucy Whitehead, Cheryl Fowler).
Award Nominee, March 2024
Our Making it Special nomination for the month of March is the Sales Admin Team.
They are the definition of kindness and a ‘safe place’ for all members of the JLR Coventry sales team. On many occasions I have witnessed acts of kindness and care towards vulnerable members of the team ensuring they have some sound advice, a warm meal or even just an non judgemental ear to share their troubles with. They also have the rare ability to deliver hard truths in a loving and caring manor.
Despite having pressures and issues of their own they always ensure they notice the person that isn’t themselves and as a team they act in a way that leaves the person feeling loved and safe.. in a world full of mental health stigmas and people feeling unable to talk about problems we feel truly grateful and blessed to have a hub of humanity and kindness that everyone can go to when needed.
Well done ladies!
Andy Penn (right), Head of Aftersales, congratulating Hannah Sully.
Award Nominee, February 2024
Our Making it Special nomination for the month of February is Hannah Sully.
Hannah had undertaken some work on a JLR employees vehicle and they could not speak highly enough of Hannah, our Head of Business & Head of Aftersales received an email expressing how delighted they were.
Not only did Hannah delight our client, she also went above and beyond for a colleague that was due to hand a vehicle over on a Saturday when she was working. They discovered an issue with one of the rear windows and she took the keys without question and repaired it.
Well done!
Andy Penn (right), Head of Aftersales, congratulating Harvey Wade.
Award Nominee, January 2024
Our Making it Special nomination for the month of January is Harvey Wade.
Harvey has been instrumental in assisting our newly acquired Sytner businesses with the transition to our group. His one team approach has been impressive and he put together a guide to assist the service teams with step by step instructions of how to close WIPs, job cards and parts orders and reopen using our DMS.
Our colleagues at the new sites could not speak highly enough of Harvey as he has made the whole process easier for everyone with his wealth of knowledge.
Well done!
Andy Penn (left), Head of Aftersales, congratulating Haydn Ryan.
Award Nominee, December 2023
Our Making it Special nomination for the month of December is Haydn Ryan.
Haydn went above and beyond when dealing with a client.
Our Head of Business received an exemplary email from the client who expressed what a fantastic experience he had when his car was booked in with us.
Well done Haydn!
Dear Gerard and Oliver,I hope that you had a wonderful Christmas break and wish you a Happy New Year.I would like to bring to your attention some truly fabulous service received at the Sytner JLR Coventry site which differs drastically to experiences of the past. On this occasion the service was provided by Haydn and Sam. Haydn has been instrumental as the conduit to liaising with the workshop team and me. He has been professional, courteous, and personable when providing near constant communication. This against the backdrop of being short staffed over the Christmas period (apparent when viewing from the waiting area). Haydn has gone above and beyond even communicating in the later hours to ensure I have a response instead of being left to wait. There wasn’t anything I requested that he couldn’t either answer, obtain the answer for, or action.Sam was available to listen, understand the history of the car and attended a test drive clearly paying attention. He was also professional, courteous, and personable also. He listened to what I thought were the issues and offered well formed opinions which ultimately led to the correct diagnosis and fix. I knew there was something to be concerned about and it didn’t take Sam any time at all to sort it!Both individuals have proven exemplary in their roles and should not only be congratulated for their performance but recognised and their success celebrated. Well done both!!From a very appreciative,Juggy
– Juggy Shergill
Andy Penn (left), Head of Aftersales, congratulating Annika Thomason, Raf Kozurno, Richard Wood.
Award Nominee, November 2023
We have a team of three for November’s Making It Special for Annika, Raf and Richard who all went above and beyond for a client, due to an issue caused by a Service download not loading on to the vehicle in a timely manner.
Mr Brannigan car came in on a C&D for service and recall, the recall download went wrong and we had to get a TA on it to recover it.
Customer was really upset and Annika was struggling with him as he was due to make a long trip the following morning.
The TA came back at 4:45 with how to recover it, our Workshop Manager asked Raf the Technician to help even though it was not his job to start with and he stayed and finished it at 6pm. Annika was going to then take it back to Rugby but we arranged for Richard Wood to come in for 7.00am and meet Annika for the keys etc who then got it back to Rugby for 7:45am.
Andy Penn (left), Head of Aftersales, congratulating Phil Sims.
Award Nominee, October 2023
Our Making it Special nomination for the month of October is Phil Sims.
Phil went above and beyond assisting a customer who had been involved in an accident, the customer was so impressed with the level of service received that he went out of his way to send us fantastic feedback regarding his experience.
Well done Phil!
Hello,Today I was crashed into, and I called Coventry Jaguar to sort the repair. I spoke to Phil Sims and from start to finish he went above and beyond for me.I really can not overstate how good he was, he sat me down explained everything to me and helped every single step of the way. Not to mention going above and beyond in helping me sort a hire car within the hour.Despite today being horrible, he really has improved it and I have told everyone how good he was. So please do send my thanks, as I’m so happy with how he was. And definitely someone I will recommend.I also was driven to collect my hire car by one of the body shop lads, once again he was just as kind and helpful. Although I didn’t grab his name, once again please send my thanks.
– Mr Lewis Colbourne
Colin Hopkins (right), Used Car Sales Manager, congratulating Ryan Stauvers.
Award Nominee, August 2023
Our Making it Special nomination for the month of August is Ryan Stauvers.
Ryan sold an F-Pace to a Mr Chute from our Stockport branch, when the F-Pace arrived it was a different colour to the advertisement, Ryan contacted Mr Chute who was happy with the conversation and agreed to carry on with the purchase, everything went well with the handover and Mr Chute wrote an exceptional google review.
The above is what is expected from Ryan but where Ryan stood out in August was when a call came in from a client who couldn’t get her I-Pace to start, Service couldn’t take the call and Reception asked Ryan to help, 4 calls later Ryan found out it was a key connection issue and the key needed to be placed near the docking relay. Ryan talked our client through the process and got the I-Pace mobile, the importance of making sure our client was mobile was due to her daughter being in hospital with not long to live due to cancer, our client was worked up, Ryan was calm on the phone and showed true Sytner values in making sure our client came first.
Well done Ryan!
I am absolutely thrilled to share my exceptional purchasing experience with my recent acquisition, a Jaguar F-Pace 300 Sport, from none other than Sytner Jaguar in Coventry. The entire journey, from stepping into the showroom to driving off in my dream car, was nothing short of excellent.One of the pivotal factors that made this experience truly outstanding was the incredible assistance and professionalism displayed by Ryan Stauvers, the Sales Executive, who guided me through the process. Ryan's knowledge about the Jaguar line-up, especially the F-Pace, was not only impressive but also instrumental in helping me make an informed decision. He patiently addressed every query I had, demonstrating a profound understanding of the vehicle's features, performance, and technology.Ryan's approach went beyond just providing information; he took the time to understand my preferences and requirements, ensuring that my chosen F-Pace model aligned perfectly with my needs. His transparency, honesty, and dedication were evident throughout the interactions, making the entire purchasing journey smooth and delightful.What truly sets Ryan apart is his remarkable ability to build a genuine rapport with customers. His friendly demeanour and courteous attitude fostered a comfortable environment where I felt valued as a customer. He meticulously walked me through the paperwork, explaining every detail clearly and ensuring that I was well-acquainted with the terms of the purchase.I must also commend Sytner Jaguar, Coventry for their impeccable service standards. The showroom exudes luxury and sophistication, creating an ambiance that resonates with the elegance of the Jaguar brand. The entire team at Sytner Jaguar, Coventry, seems to share a commitment to customer satisfaction, and it's no surprise that Ryan Stauvers reflects this ethos perfectly.In conclusion, my experience with the purchase of my Jaguar F-Pace from Sytner Jaguar, Coventry, has been nothing short of exceptional. Ryan Stauvers is undoubtedly a valuable asset to the team – his expertise, professionalism, and personable approach make him a standout Sales Executive. I am absolutely delighted with my new F-Pace, and I wholeheartedly recommend Sytner Jaguar, Coventry, to anyone in search of a top-tier car purchasing experience.
– Mark Chute
Andy Penn (left), Head of Aftersales, congratulating Glen Browne.
Award Winner, July 2023
Our Making it Special nomination for the month of July is Glen Browne.
The Friday before Steve Foxall was due to go on holiday with his family on the following Monday, his car unfortunately broke down. Steve, being a Technician quickly diagnosed the fault and ordered the parts to fix it, due to arrive the following day. Sadly the parts did not turn up and after searching the country for the missing part to no avail, it meant Steve could not go on holiday.
Without thought or being asked, Glen insured his own private car, filled it up with fuel and told Steve, to go and enjoy his holiday with his family.
What great team spirit!
Tony Williamson (left), Tony Williamson (centre), congratulating Michael Webb & Craig Reilly.
Award Winner, June 2023
Our Making it Special nomination for the month of June is Michael Webb and Craig Reilly for going over and above for a couple in distress.
At 5:00pm last Thursday Michael had just left the business on his way home when he witnessed a car crash just outside the Retailer. Michael noticed although everyone was fine, one of the cars was stranded due to the steering rack snapping on impact blocking the whole A45 at rush hour. Michael, with Craig’s help rushed back to the Retailer and got the skates from the workshop, put them on the car and pushed it out of the way, enabling the couple to wait in safety and also unblocking the A45 at peak time.
Well done Michael & Craig!
Colin Hopkins (right), Used Car Sales Manager, congratulating Sophie Lusk.
Award Nominee, May 2023
Our Making it Special nomination for the month of May is Sophie Lusk.
Over the last 12 Months Sophie has taken a more senior position in the administration office. Sophie has made changes with the control of sold cars waiting to go out that has assisted the sales team by making their job slicker and a more controlled hand over experience for our clients. Part of this is taking a more active role in the morning meeting, challenging the sales team to get their paper work more efficient and accurate first time resulting in saving time.
Sophie has now taken control of new car administration in full, Sophie makes sure we have showroom standards without fail, Demonstrators are correct for standards, monitoring available new cars and communicating to the sales team, Sophie has made herself the main point of contact regarding New Cars far over and above the administration role.
Sophie is now working with Chris Dickens (Sytner Team Coach) to take herself to the next level in administration and team building, Sophie is taking this work home and starting to use this new skill set at work and the whole team are benefitting from her team relationship building as we are stronger when we all work together and pull in the same direction, Sophie is now taking 1-2-1’s and is the first to comment on their importance.
Well done Sophie you are working hard to make sure JLR Coventry not only stays Number 1 but puts JLR in lights for setting the standard.
Gary Slater (left), Head of Sales, congratulating Tom Bramley.
Award Nominee, April 2023
Our Nomination for Making it Special for the month of April is Tom Bramley.
Tom consistently goes above and beyond when it comes to thinking outside the box of engaging with our customers and making their experience a special memorable event that is tailored to their personal interests.
Tom developed and organised Land Rover Coventry’s Defender 75th celebration event for customers and colleagues, the event was a huge success and created an amazing atmosphere for all which really showed our customer first principles as a company along with our passion and excitement for the brand.
The customer verbatim is testament to this and the feedback is consistently referring to the individual experience that Tom has provided.
Andy Penn (right), Head of Aftersales, congratulating Callum Godfrey.
Award Nominee, March 2023
Callum is our Making It Special nomination for March due to his outstanding work/customer care. Well done!
Good evening Firstly I will say that everything has been resolved-and I’m more than extremely happy with the service provided. The Range Rover sport feels amazing again if not better than when I brought it ! You can do me one massive favour and thank the service technician(s) who worked on my vehicle, you have unsung heroes in there ! John himself was thoroughly understanding -patient and yet also enthusiastic. I’m not the best patient and he handled any situation with such a level of care that was quite a pleasant change to have before myself. Again a massive thank you to everyone within the dealership I look forward to receiving your customer feedback questionnaire. Mr Smith
–
Andy Penn (right), Head of Aftersales, congratulating Johnathon Woods.
Award Nominee, March 2023
Johnathon is our Making It Special nomination for March due to his outstanding work/customer care. Well done!
Good evening Firstly I will say that everything has been resolved-and I’m more than extremely happy with the service provided. The Range Rover sport feels amazing again if not better than when I brought it ! You can do me one massive favour and thank the service technician(s) who worked on my vehicle, you have unsung heroes in there ! John himself was thoroughly understanding -patient and yet also enthusiastic. I’m not the best patient and he handled any situation with such a level of care that was quite a pleasant change to have before myself. Again a massive thank you to everyone within the dealership I look forward to receiving your customer feedback questionnaire. Mr Smith
–
Andy Penn (left), Head of Aftersales, congratulating Lynsey Swaby & Phil Sims.
Award Nominee, February 2023
Well done Lynsey & Phil!!!
Your hard work and customer focus is always appreciated by us and all of your customers!
Keep up the amazing work!
Dear Oliver, I wanted to write and congratulate and acknowledge the exceptional customer service I have received from two of your team members, Lynsey Swaby and Phil Sims. My car was stolen in December 2022 and was quickly recovered but not without some damage. I received a call from Lynsey the moment she knew my car was arriving to you. She introduced herself as my point of contact and promised to make regular contact. (I have to say I was a tad cynical about this statement having previously received less than average service from other Land Rover dealerships and some within the Sytner Group) However, Lynsey did exactly as she said she would and kept me regularly updated even if there was no meaningful update. You will appreciate that dealing with an insurance claim, along with the availability of parts is very challenging and requires a great deal of skill and tenacity to juggle and thread together each component. Lynsey did this with complete professionalism and conviction perfectly blended with her friendly and reassuring personality. This is, by far, the best customer service I have received from any dealership since I became a customer in 2001. I have a great deal of experience working within a customer service environment so my starting expectation is set pretty high. I had slightly less interaction with Phil Sims but he provided the same levels of exceptional customer service at each interaction which meant that my entire experience was a hugely positive one. Phil was very knowledgeable, approachable and reassuring in assisting with the insurance claim. Phil stayed to wait for me to collect my car on 1st February and even though the garage was clearly about to close I didn’t feel rushed, and he offered me refreshments both on arrival and for the ongoing journey home. He was a true professional. Both Lynsey and Phil are the epitome of exceptional customer service and both should be recognised as a huge asset to your business. I am still outstanding a part to complete the job and expect the team will be in touch as soon as it arrives as it was on a long lead time. As an aside, even the staff members answering the telephone have been friendly, helpful and professional. Believe me, answering the phone is a really good start, as I found out when I was trying to find a dealer to take my car following the theft. So many establishments today fail to understand the importance of the customer and seem only keen to offer a plethora of excuses and reasons for poor or sub standard customer service. Congratulations on breaking this trend and running an establishment that delivers good old fashioned customer service that makes a customer feel valued. Kind regards, Cindy Cade
–
N/A (left), N/A, congratulating Charlotte Turner.
Award Nominee, January 2023
Charlotte has gone the extra mile over the last few months and not only has she achieved over 20% conversion on all of our digital enquires, she has also made us 15% famous for SITS and RITS for Land Rover, she has spent time coaching Yasmin Meads on how to handle a digital enquiry and also assisted the Divisional team making outbound calls to customers to part exchange their vehicles with us and through other channels.
Charlotte always goes above and beyond and is fully deserving of this months award.
Photo To follow - Kaylum is currently on holiday (left), Details to follow, congratulating Kaylum Flanagan.
Award Nominee, December 2022
Kaylum is our December Making It Special nomination for the great customer feedback he has received from Mr Hollyhead who is an ex-Stratford customer.
Feedback Message: I’ve lost the wheel nut security tool for my RR Sport. Callum Flanagan has given absolute first class attention to my problem today when I visited Coventry. Apparently my “ nuts” are a bit special but he tracked down a solution. Very efficient & Professional. Top class.
– Mr Hollyhead
Andy Penn (right), Head of Aftersales, congratulating Justin Defaye.
Award Nominee, November 2022
Our Making it Special nomination for the month of November is Justin Defaye. Justin is now our only EV technician and has demands from every direction.
Our Used Car Sales Manager, Colin Hopkins spoke to Justin about an I-Pace where the customer had taken delivery and came back with it within 2 hours with the heater not working. Colin explained to Justin about the customer’s disappointment and concern as he was going back to America where he works. He bought the I-Pace for his wife and had only flown back as he was going to a close family member’s funeral. Justin picked up on the importance of this issue and got the I-Pace in while he was juggling 3 other I-Paces to enable Matt to put the TA in with Jaguar and get us ahead on the job. Justin then worked over making sure the diagnosis was 100% correct and the information given to Jaguar would allow us to order the parts in ready, fantastic job and fantastic over and above effort.
Above is one example of the continued effort Justin is putting in and there are several more examples. Justin is feeling the pressure but not losing sight of the customer at the end of this who is desperate to get their car back.
Congratulations and well-done Justin!
. (left), ., congratulating Iain Marshall.
Award Winner, October 2022
Our Making it Special nomination for the month of October is Iain Marshall.
Iain really makes it special for the team at Land Rover Coventry, he will often bake for them or make bacon sandwiches.
In the photo attached, of his own back Iain made and paid for hot dogs and onions for all of the aftersales team, which was truly appreciated.
Thank you, Iain!
Andy Penn (left), Head of Aftersales, congratulating Claire Bales.
Award Nominee, September 2022
Our Making it Special nomination for the month of September is Claire Bales.
Claire consistently receives positive customer feedback through many channels, included are several recent Trust pilot reviews which are a true testament to Claire and the customer service she delivers.
In addition to the reviews our Head of Aftersales has received several emails praising Claire.
Well done!
Great experience with the team at Sytner Coventry. Easy booking process, great communication from Claire and all aspects dealt with very professionallyAs always Sytner Jaguar at Coventry gave me an A1 customer experience, both on a recent warranty claim matter, and then more recently on a routine service. They always make me feel like a highly valued customer - a special mention to Claire in Service Dept who is the very definition of Customer ServiceEvery time I come in to have my car looked at I get very good service. On this occasion with the issues that I have had with my vehicle Claire on the service desk has gone Beyond my expectations with the help and support she has offered and given me during my last experience. I would like to say a massive THANK YOU to her and to yourselves with all the help given.The service was excellent, Claire was friendly and knowledgeable. I was impressed with the video of the tasks undertaken and the valeting of my car inside and outside. Many thanks!
– Various
Gary Slater (left), Head of Sales, congratulating Calum Rance.
Award Nominee, August 2022
Our Making it Special Nomination for the month of August is Calum Rance.
When Calum’s customer had visited the showroom he loved our ginger biscuits. Calum took note of this and ordered some Fortnum and Mason ginger biscuits for the customer to give to him when came in for his handover. A lovely gesture and the customer was thrilled.
Also Calum has been a fantastic support to our new additions to sales team guiding them through the sales process.
Well done Calum!
Andy Penn (Left ), Head of Aftersales , congratulating Graham Boswell.
Award Nominee, July 2022
Can I say a huge thank you to Graham, Technician.
I had a pregnant lady collect her car this evening who’s been waiting for a very long time for the car to be repaired as she is due to have her baby any day.
When coming to collect at 5:30pm, my customer got into the car and an orange icon appeared on the dash which was not on there when I drove it round. I headed down to the Workshop and Graham came straight out took it into the workshop replaced a sensor and the lady was on her way within 10/15 minutes.
The customer said how much she appreciated the fast response and kindness of the Tech.
I really wanted to pass this on:-)
Daniel Fellows (right), Preparation Manager, congratulating Michael Mancini (Spike).
Award Nominee, May 2022
Our Nomination for Making it Special for the month of May is Michael Mancini (aka Spike).
Spike’s hard work is incredible as he always goes above and beyond his daily role. The effort he has gone to recently to make our customers journey extra special really has not gone unnoticed. Travelling far for customers across the UK, even out of hours, really is incredible! The feedback from customers about Spike, also shows and proves how he has positively affected their experience.
Every day we all see Spike running around the dealership, to make sure every Jaguar is in pristine condition for our customers. I have also seen customers complimenting Spikes work, and asking what he uses to do this. He is a great asset to the team and the lengths he goes to for everyone is nothing short of amazing! Well done Spike!
Not in photo (right), Not in Photo, congratulating Cheryl Fowler.
Award Winner, April 2022
Coventry pupils benefit from book donation from local Sytner dealership.
Pupils from Southfields Primary School in Coventry have received a donation of books from Sytner Group dealership, Land Rover Coventry to help with their reading.
Colleagues from the Sytner Group dealerships donated hundreds of books to the local school to enhance the children’s learning experience and ability to enjoy reading.
Cheryl Fowler, Sales Administrator at Sytner Land Rover Coventry, said: “A colleague from our accounts department has a friend who works at Southfield Primary School and she mentioned how she has been trying to build the library to encourage a love of reading and that funding has been a real issue facing the school.
“As a result of the limited funding, some of our most vulnerable families do not get the full access to a wide range of texts that they deserve and that support through funding and donations will help the school reach even more families who are often struggling to access books.”
According to the National Literacy Trust, only 44% of children in the UK are read to on a daily basis, and so more children see this as a skill to be learnt and not as a pleasure. Pearson states that reading for enjoyment every day not only allows individuals to perform better in reading tests than those who don’t but also develop a broader vocabulary, increased general knowledge and a better understanding of other cultures.
Cheryl continued: “I thought we could ask both colleagues at Sytner Land Rover and Sytner Jaguar here in Coventry if they had any unwanted books to donate to the children at the school as this would make a huge difference to them.
“Colleagues have been so generous and we are proud to be donating so many to the children here in Coventry.”
Southfields Primary School provides a secure, stimulating and caring environment to give children the best possible start to their education.
Tracey Purcell, HLTA and Library Lead at Southfields Primary School in Coventry, said: “We can’t thank the Sytner team enough.
Tracey Purcell, HLTA and Library Lead at Southfields Primary School in Coventry, said: “We can’t thank the Sytner team enough
–
Colin Hopkins (right), Used Car Sales Manager, congratulating Michelle Holland.
Award Winner, March 2022
Sytner Jaguar & Land Rover Coventry’s Nomination for Making it Special for the month of March is Michelle Holland.
Michelle started with Jaguar Coventry almost 4 years ago and has always had a smile on her face for every customer that arrives. Michelle is often complemented by customers on her helpful approach and warm personality, she works every weekend and uses this time to speak to even more customers and enjoys going on to the sales forecourt and encouraging customers to come inside for a coffee & chat. Michelle will always keep customers children busy asking them questions and keeping a watchful eye on them when their parents are talking to a Sales Executive.
In addition to all of the above we recently received great feedback from a trader who had just purchased of the SEA site and said “Also whilst I’m on, the Receptionist that I spoke to yesterday and gave you my message – most professional and polite I’ve ever dealt with, real credit to your company. If I was or your business were nearer, I would steal her off you without a doubt; hold on to that one”
Well done and Thank You Michelle!
Liam Hayward (left), Customer Experience Manager, congratulating Charlotte Thorne.
Award Nominee, February 2022
We had a customer, who had previously had a poor experience when dealing with the brand and retailer. Charlotte was aware of this and wanted to show the customer what Guy Salmon was really about, she went over and above to make sure the customer felt welcome, received all updates and had a smooth handover on collection, which prompted a nice email from the customer.
Hi Liam.I just wanted to send you a big 'Thank you' message following the service your team carried out on my Evoque on Wednesday 24th..Given my previous experiences i can honestly say that on this occasion it has been a smooth & satisfying outcome for which I thank you for keeping true to your promise, which is a remarkable value customers rarely see in this day & age.My car feels like new again, my wife & I are absolutely over the moon with all you have done for us.
– Mr Kavanagh
James Grice (left), Service Manager, congratulating Matthew Leek.
Award Nominee, February 2022
Our Nomination for Making it Special for the month of February is Matthew Leek.
Matt without hesitation went over and above assisting a customer when their vehicle broke down at the end of the day. The vehicle was recovered to us just as we were due to close and Matt stayed for over an hour in his own time, cancelling his personal plans to ensure the vehicle was booked in.
There was an issue with the replacement vehicle arriving from the customer’s roadside assistance and the local rental company had closed for the day, leaving the customer stranded. Matt arranged for them to go home in a loan vehicle and when they brought it back the next day they expressed to our Service Manager how delighted they were with Matt!
Well done!
Gary Slater (right), Head of Sales, congratulating Anthony Griffith.
Award Nominee, January 2022
Our Nomination for Making it Special for the month of January is Anthony Griffith.
Anthony consistently goes above and beyond when it comes to thinking outside the box of engaging with his customers and making their handover a special memorable event that is tailored to their personal interests.
The customer verbatim is testament to this and the feedback is consistently referring to the individual experience that Anthony has provided.
Richard Jones (right), Workshop Manager, congratulating Hannah Sully.
Award Winner, January 2022
Hannah became aware of an issue a customer was having with the infotainment along with some quality aspects on his vehicle. She was involved in the repair process of the vehicle and worked alongside the Level 3 Technician to get the car fixed.
Hannah took it upon herself to make CITNOW’s of the vehicle’s repair journey to demonstrate what had been done and how this would now positively impact the customer’s journey with the car.
The customer has since been on Twitter to comment how extremely happy he was with the CITNOW and went away very happy.
Andrew King (left), New Car Sales Manager, congratulating Charlotte Moore.
Award Nominee, November 2021
Charlotte has been nominated for November’s Making it Special as she has been instrumental in helping support the new Digital Executives for the JLR Division and has taken the time to go to each site to help train and guide them, some of this has been out of Charlotte’s shift pattern which has been greatly received by all. Great work Charlotte.
Colin Hopkins (right), Used Car Sales Manager, congratulating Sophie Lusk.
Award Nominee, November 2021
Our Making it Special nomination for November is Sophie Lusk.
Sophie has stepped her game up a level and has taken on more responsibilities within the department.
Sophie has also put a lot of time into ensuring a new colleague in the team has been trained on all of our systems and has been coaching her on the hand-over process and Digi-file system to ensure a smooth process for our customers.
Well done Sophie!
James Grice (left), Service Manager, congratulating Sharyn Edwards.
Award Nominee, October 2021
Our Making it Special nomination for October is Sharyn Edwards.
Sharyn in her role as Showroom Host has been making our customers feel very special, the feedback we have received has been outstanding.
Attached is a few of the many great reviews we have received on Trust Pilot from Sharyn’s hard work and engagement with customers.
Well done Sharyn!
Mr Doney - The Jaguar Coventry site is most welcoming and professional, I am met in Reception by Sharyn, which is a super personalised approach and something that encourages my continued return Mark O - Popped in for a service and waited as had so many conference calls. Sharyn on Reception was great, very attentive and friendly and couldn't do enough to make sure I was comfortable and could work without too much noise. Jeannette Gibson - Excellent service as usual. Sharyn looked after me and ensured I had everything I required throughout my stay (very good customer facing).
– Multiple
Andrew Meads (right), Parts Manager, congratulating Derek Tweedie.
Award Nominee, September 2021
Derek did a fantastic job on a Saturday afternoon, out of hours, when delivering some wheels to a customer.
He could see the customer was an elderly gentleman and decided to make sure that he took the wheels up to his garage and stored them for him to avoid him struggling.
He then received a lovely email of thanks for his attitude.
Morning Mark, thanks again for arranging the wheel delivery for me, the Driver was very friendly and helpful, he even helped me stack them, I am very grateful. Can I ask if you know the weight of one of the wheels please as the courier always ask for this, thanks very much again, John Wilkinson
– John Wilkinson
Gary Slater (right), Head of Sales, congratulating Justin Defaye.
Award Nominee, September 2021
Justin Defaye is our Making it Special winner for September and here are the reasons why:
Justin has on a number of occasions gone over and above his duties by taking the time out of his day to speak with customers before the vehicle repair to understand what, why and how the fault has appeared on their vehicle.
He then keeps the customers updated throughout the repair via various media forms, finally concluding with a conversation with the customers as to the rectification work that he has carried out in great detail.
This approach from Justin has given our customers the wow factor, made them feel extremely special and turned what could have been the customers final visit to the dealership into hopefully many more purchases and service bookings.
James Grice (right), Service Manager, congratulating Lorraine Hasty.
Award Nominee, August 2021
Lorraine Hasty is our Making it Special nomination for August.
Lorraine at a moment’s notice has covered reception, she had all incoming calls diverted to her phone and did a great job managing the calls alongside her own role.
Lorraine has also been proactive and given our Used Car Sales Manager two leads where customers have been looking to sell their cars.
In addition to that Lorraine has called complaint customers and dealt with booking in delay issues really well.
Well done Lorraine!
Matthew Welch (right), Head of Sales, congratulating Paul Goode.
Award Nominee, August 2021
Paul has recently completed the coast to coast challenge, which he did on his only day off that week. He raised £500 for Acorns children hospital and the challenge took him all day whilst raising money for a good cause.
We felt this was a great achievement and worth recognizing the effort taken on a day off to do an amazing thing for charity.
Craig Bales (right), Service Manager, congratulating Lucy Arnold.
Award Nominee, July 2021
Lucy has recently joined the business, from the Events sector, having not worked in the motor trade before Lucy has been a breath of fresh air to the department.
Lucy has had CLP above target for each month she has worked here and has received some outstanding customer comments on her returns, as below.
Lucy’s customer service has been superb and everyone in the department is impressed with how she has adapted so well to the role and incorporating the brand and Sytner values.
Very helpful and super friendly staff. Lucy was fabulous and hit my car in and sorted very quickly.I was looked after really well - Lucy was great. Courtesy car was clean and nice to try something new! Lucy kept me up to date and got my car returned at the time I was toldI was greeted by Lucy at the dealership and was extremely impressed by her helpful and professional manner. She pulled out all the stops to get my needs met and in a very friendly way. I hope I get to deal with her on my next visit.
– various
Andy Penn (right), Service Manager, congratulating Paul Leek.
Award Nominee, June 2021
Paul has been under pressure over the past few months with issues surrounding EV breakdowns and most recently taking on the largest engine rebuild we have ever had. This repair was made more difficult due to receiving the challenge half way through the repair due to a colleague leaving. Paul’s attitude and determination to get through all the issue cars with a smile on his face, which certainly helped, repatriate customer vehicles back to them in a swift manner.
Well done Paul!
Janet O'Donnell (left), Accountant, congratulating Debbie Hughes.
Award Nominee, June 2021
Debbie for the past 8 months has supported the business with implementing our Project Phoenix. She has been in the business at 7.00am every working day during this period taking a record of all the staff temperatures along with keeping a log for the business to refer to, this support has been invaluable to us. Thank you Debbie!
Andrew Meads (right), Parts Manager, congratulating Mark Poulton.
Award Nominee, May 2021
Mark is our Making it Special for May as he has been superb in organising special builds of the Defender 110 and 90 models, getting them looking spectacular for display on the front of the business.
These displays look amazing and have prompted an upsell in these vehicles along with increased customer satisfaction with how the cars look after order, this was only possible through Mark’s endeavour to make the process easy and following through to completion.
Tony Williamson (left), Parts Manager, congratulating Darren Jennens.
Award Nominee, April 2021
Darren is our Making it Special nomination for April.
He really has gone over and above in recent months due to the busy department and whilst on annual leave, Darren cancelled the balance of his holiday at short notice to come in due to circumstances in the department.
He has also taken on extra responsibilities ensuring the Parts department runs smoothly and always has a positive attitude and a friendly approach.
Well done!
Liam Hayward (left), Customer Experience Manager, congratulating Callum Godfrey.
Award Nominee, April 2021
Callum is April’s Making It Special as he has done fantastic work this month by completing high-end jobs such as balance shafts and timing chains with over 100% efficiency, this is a great achievement.
This has enabled us to return more vehicles back to our customers in a quicker timescale.
Well done Callum!
Liam Hayward (left), Customer Experience Manager, congratulating Paul Arnold.
Award Nominee, March 2021
Paul has been fantastic in a very successful month and he has been here at 7.00am every day and going home after his scheduled time. The reason for this was to manage our car park which has had between 60-70 vehicles arriving every day in the month of March and Paul has done an amazing job coordinated our site to ensure our customers could park, they have also made comments to me about how he has helped them on their arrival to locate a space.
Andy Penn (right), Service Manager, congratulating Matthew Leek.
Award Nominee, March 2021
Matt is our Making It Special nomination for March.
We have had several customers contact us with positive feedback for Matt, he always goes above and beyond what is required and exceeds customer expectations.
He recently helped a customer who had lost faith in the brand after a poor experience at another Retailer and they ended up leaving us with a smile and a 5 star review.
His colleagues also agree and have said how helpful he is at all times.
Well done Matt!
Essentially since the first phone call in the customer experience, led by Matt, has been second to none. I had a few issues for the team to look into and Matt owned the situation and kept me fully up to date at all times – I never for one moment felt like things were in the air. I felt it was above and beyond what would normally be expected, and I really appreciated him listening to my problems from a technical and service delivery level and making me feel looked after.Absolute 5 star feedback from my side and my faith has been restored in the service and the brand.
– Chris Page
Gary Slater (right), General Sales Manager, congratulating Michael Mancini (Spike).
Award Nominee, February 2021
Spike is our Making it Special winner for February 2021 as he has transformed our used car pitch into what can be described as the best Jaguar used car pitch in the world! Even our compound would win awards – he has done this by working really hard and many steps of his Fitbit tracker and with his team. He has not only made it special for us, but the customers who drive away in our best in class Jaguar cars.
Alex Scott (right), Managing Director, congratulating Ayesha Akhter.
Award Nominee, January 2021
Ayesha is our Making it Special winner for January 2021.
Ayesha has been with us since October and has been instrumental in helping the Dealership Accountant close the Stratford-upon-Avon accounts as well as her Jaguar Coventry job. This has been done single handed in the office due to circumstances. She has brought laughter to the office even at the most pressured times and has made it special for the entire dealership teams.
Liam Hayward (right), Customer Experience Manager, congratulating Jack Forster.
Award Nominee, November 2020
Jack has been taken out of the comfort zone of his usual role as an Apprentice Technician to help out as a front of house Service Advisor. He has done very well with his customers and getting good scores on the deep dives, in relation to the calls he is making to customers. For all this hard work and customer satisfaction we have nominated him for the award!
Andy Penn (left), Service Manager, congratulating Chris Milne.
Award Nominee, February 2020
Our February nomination goes to Chris, who found a wallet in a loan car. He looked through the wallet but couldn’t identify who had used the loan car.
Chris looked further and found a membership card for local football club, he phoned the local football club gave the membership number and they made contact with the wallets owner.
The wallet belonged to the customer’s son and she was delighted that we had found the wallet and gone the extra mile to trace it back.
Alex Scott (left), Managing Director, congratulating Richard Jones.
Award Nominee, January 2020
Our January Making it Special goes to the well deserved Richard Jones who has recently spent some time with a change of role. He spent some time doing our front of house manager role.
Richard successful managed customer complaints and helped organise the Service Advisors on a daily basis, this really helped with customer satisfaction as Richard was able to demonstrate a technical knowledge to their complaints and help them understand the complexities of their vehicle and what was needed
Andy Penn (right), Service Manager, congratulating Tim Jones.
Award Nominee, December 2019
Our December Making It Special nomination goes to Tim who always tries his best and puts 100% effort in everything he does in his job role of Warranty Controller.
Tim has been extremely helpful in handling customer goodwill and also processing this with the customers, liaising with them clearly and making sure their issues are resolved quickly and efficiently.
The professional and seamless way Tim handles customers had really helped overcome some serious complaints and in effect we have gained positive feedback from many customers instead, well done Tim.
Liam Hayward (left), Customer Experience Manager, congratulating Abbie Dunne.
Award Nominee, December 2019
Our December Making it Special goes to Abbie who’s been getting endless positive customer feedback, praising her on her skills and warm friendly welcome as well as making customers feel relaxed when in the showroom.
Abbie continuously goes above her line of duty in helping customers and getting them sorted efficiently!
Abbie made me feel welcomed from the moment i purchased my Velar. Fantastic customer service from start to finish. Abbie and her colleagues kept me fed, watered and comfortable and were extremely helpful throughout and couldn’t do enough for me. Goodwill and consideration go a long way. Thank you
Andy Penn (right), Service Manager, congratulating Chris Milne.
Award Nominee, November 2019
Our November award goes to Chris who looked after a customer recently when they had concerns with the software on their vehicle. This was further compounded, when upon delivering the vehicle back, a member of the team accidentally reversed the parts van into the rear door of the customer’s car.
After a difficult conversation with the customer, Chris had the door replaced and then came into work on Sunday afternoon to deliver the XF back to the customer. The Customer was delighted, well done Chris
Liam Hayward (right), Customer Experience Manager, congratulating Jon Lee Smallwood.
Award Nominee, October 2019
A much deserved winner of our November Making it Special award goes to Jon Lee, one of our Apprentice Technicians who was recently chosen to represent the dealership at a JLR Event. Jon Lee worked very hard in putting together his own presentation and delivered this to all the new JLR apprentices for the quarter. Jon Lee received a glowing report for his performance from JLR and has excelled in his progress within the apprentice program.
Well don Jon Lee
Gary Slater (left), General Sales Manager, congratulating Clair Doherty.
Award Nominee, August 2019
Clair has been helping the team to generate additional enquiries and sales through our social media channels. She has put together some great photos and videos for our stock cars and works with the central marketing team to create great content, showcasing the cars on offer. Her initiative to do this has been brilliant and so early in her career as a sales executive shows what a asset she will be.
Colin Hopkins (left), Sales Manager, congratulating Sophie Lusk and Leanne Richards.
Award Nominee, November 2019
Sophie & Leanne run the administration department full time and after a really busy September things did not slow down. We have had a great New & Used October and November and in the middle of all of this, they both found the time to organise our children in need day. Sophie & Leanne asked if any colleagues had any spare time to bake cakes or bring in something we could display and ask our customers & colleagues to purchase. We had a fantastic day and our customers clearly loved the display.
Well done.
Dan Fellows (left), Preperation Manager, congratulating Klejdi Gjilani.
Award Nominee, September 2019
Klejdi has gone above and beyond in August and September, working with the Preparation Manager and other departments to prepare and deliver a flawless result, delivering over 290 cars.
He also stepped in to help cover photography, keeping us at a reasonable percentage. He worked Saturdays, Sundays starting at 6 in the morning and working till 8 throughout the week and weekends.
Well done Klejdi
Andy Penn (right), Service Manager, congratulating Chris Stuart.
Award Nominee, May 2019
Chris has recently changed role to Quality Controller and has identified many of the customers he is involved with are having difficulties understanding some of the latest technologies and vehicles. Taking this on board he has brushed up on the latest technology of the vehicles and is able to offer clear instruction and advise to our customers.
Many customer have now benefitted from this level of assistance and without doubt we have kept customers loyal to the brand. We hear nothing but great comments and thanks from both internal and external customers. Well done Chris.
Andy Penn (left), Aftersales Manager, congratulating Matthew Leek.
Award Nominee, April 2019
Our April Making it Special Award goes to Matthew Leek who has been praised by several customers for his attention to detail and excellent customer service. He often goes out of his way to help them, even when they are most frustrated with their vehicle. In addition there have been several customer reviews recently including Google who have highlighted his level of customer service.
I currently have issues with the Jag XF Sportbrake but the way it has been handled by Guy Salmon Jaguar has been a much better experience. I have been dealing with Matt from Service (sorry I don’t know his surname) but his brother also works there… Matt has been great. Really helpful, apologetic but the main thing is he has handled it so well
Great feedback Matt and well done on this well deserved recognition.
Colin Hopkins (left), Sales Manager, congratulating Mick Dulku.
Award Nominee, March 2019
Mick as always works with a positive attitude and has generated a fantastic return on our trade cars making sure we achieved a maximum return. Mick also came in on a Saturday and worked when he overheard the sales team talking about how busy they were with handovers and test drives. Mick came in and was amazing, he worked the showroom talking to every customer he could. He carried out test drives with lots of customers and his help was greatly appreciated.
Gary Slater (left), General Sales Manager, congratulating Michelle Potts.
Award Nominee, January 2019
Our January Making it Special award goes to Michelle Potts who went above and beyond to ensure that she was making it special for one of our customers on handover of their new vehicle.
At point of order Michelle quickly established a relationship with the customers where they discussed that they had just been and got married in a drive through venue in Las Vegas, which was conducted by Elvis Presley. Michelle arranged a custom made wedding gift of an engraved wooden trinket with a dancing Elvis which was engraved with their names and the date of their wedding.
Great job and well done to Michelle who really made the customers experience special.
Andy Penn (right), Service Manager, congratulating Steve Burn.
Award Nominee, December 2018
Our nomination for the month of December is Steve Burn.
One of our long established customers (Dr Parkinson) arrived in the showroom late one evening in December with a red warning light on his Jaguar and restricted performance, the customer was extremely anxious as he was 30 miles. Steve immediately put the customer at ease by offering to take him home after hours, this was a 60 mile round trip which Steve did in his own time. The customer called the business the next day to express how thrilled he was with the level of service that he had received from Steve.
Well done Steve!
Rachel Clarke (right), Dealership Accountant, congratulating Vikki Fawcett.
Award Nominee, October 2018
Our nomination for the month of October is Vikki Fawcett, who is the newest member of our accounts team.
September and October were our busiest months on record for the Sales Team and during that time we were left short of resource in our sales admin office. Straight away Vikki volunteered to help and being a part-time employee, even offered to stay late every day to support the admin department having previously worked in this role.
Congratulations on your well-deserved award Vikki
Andy Penn (left), Service Manager, congratulating Chris Stuart.
Award Nominee, September 2018
With the busiest month on record it was extremely difficult for us to come to a decision for our September nomination, however Chris Stuart really did “Make it Special” for one of our customers.
The last new Jaguar to be collected in September was just having its final preparations from the valet team when the keys became locked in the vehicle, the customer was in the showroom finalising paperwork. Chris Stuart took it upon himself to call the local locksmith who were just about to close, he pleaded with them to stay open as he didn’t want the customer to leave without his brand new Jaguar. Chris battled through the rush hour traffic to collect the key. He unlocked the car and retrieved the keys and the customer drove away delighted at 7.15 pm unaware of the efforts Chris put in behind the scenes to make his experience special!
Quick thinking from Chris saved the day!
Andy Penn (left), Service Manager, congratulating Steve Burn.
Award Nominee, July 2018
Steve Burn is our nomination for July. During a difficult period when JLR were upgrading the system that manages customer breakdowns, we had a customer arrive that was en-route to his home in Bournemouth. His vehicle had broken down and as the system had failed we had to arrange his onward travel. Steve spent his time arranging taxis and onward travel for the customer. Unfortunately, the taxi company were unable to find our location, so again Steve stepped in and drove the customer to the taxi rank.
The customer called Steve’s manager the next day to say how delighted he was that Steve had owned the problem and gone the extra mile for him.
Well done Steve!
Andy Penn & Gary Slater (Left, Second Left), Service Manager and General Sales Manager, congratulating Jane Walker & Sue White.
Award Nominee, August 2018
Our nomination for August is Jane Walker & Sue White.
August saw an unprecedented volume of incoming calls to the business, both Jane and Sue kept composed and handled each call in a professional manner delivering the customer first experience.
They continue to build a rapport with our customers and juggle the high volumes of calls that come in – well done!
Gary Slater (left), General Sales Manager, congratulating Dan Fellows.
Award Nominee, June 2018
Our nomination for June is for Dan Fellows who was instrumental in making sure one of our customers received a customer first experience.
Following a customer complaint regarding the preparation of their new car, Dan went out of his way to personally visit the customers house where he fully valeted the vehicle and much to our customers delight he presented her with flowers.
Dan has now been with us for two months and has made a big impact on the business – well done!
Colin Hopkins (right), Used Car Sales Manager, congratulating Michelle Potts.
Award Nominee, May 2018
Our nomination is Michelle Potts who had expressed an interest in the Sales Executive vacancy that we had advertised and decided to apply for the role.
Michelle showed great enthusiasm in learning the role and gaining product knowledge and came in during her own time to shadow one of the Sales Team and to complete the e-learning courses.
I am pleased to say that Michelle was successful with her application due to her passion for the brand and is now part of our Sales Team. Well done Michelle and good luck in your new role!
Rachel Clarke (left), Accountant, congratulating Lisa Ismay.
Award Nominee, March 2018
Lisa has been nominated for continuously delivering an outstanding performance. She is constantly achieving deadlines no matter what obstacles are thrown at her. She is the go to person and offers support to all of the team by sharing her vast knowledge of the dealership and manufacturer.
A well deserved nomination!
Gary Slater (right), General Sales Manager, congratulating Kris Wells.
Award Nominee, February 2018
Kris is a shining example of our customer first philosophy who continuously offers his full support to providing an excellent service to all of our customers and staff regardless of business pressures. During the month of February Kris went over and above due to a staff shortage where he would often come in early and leave late to ensure that all customer and staff requirements had been dealt with in a timely manner. With February being a busy month not only for deliveries but also with sales leading into March, Kris hit a record IPRU performance for the month. With Kris’s work ethic and attention to detail it has given me great pleasure in presenting him with Employee of the month for February.
Well done Kris!
Andy Penn (right), Aftersales Manager, congratulating Tim Jones & Jennifer Quinn.
Award Nominee, January 2018
During 2017 the volume of warranty claims grew from 3580 in 2016 to over 7200 in 2017. This in turn put huge pressures on the warranty department as along with the increase in claims there were increases in queries, rejected claims, discarded parts returns and debt. With the added pressure of piloting the new WASP system and all within a 20 day submission time.
January 2018 began with a warranty audit resulting in a zero debit result.
Huge well done to Tim and Jennifer for a fantastic result after a very demanding year.
Gary Slater (left), General Sales Manager, congratulating Jane Walker.
Award Nominee, December 2017
Being our first point of contact Jane is a shining example of our customer first philosophy who continuously offers her full support to providing an excellent service to all of our customers and staff regardless of business pressures.
Always a warm welcome from Jane!
Neal Webb
Award Nominee, November 2017
Neal joined Guy Salmon Jaguar Coventry at the end of September and has become a great asset to the team. In such a short space of time, Neal has not only shown himself to be a very well accomplished salesperson with his order take being the highest in the dealership but his feedback from customers and his one team ethos is outstanding. A great start to his career with us and I am very excited about the future.
Andy Penn (centre), Aftersales Manager, congratulating Paul Leek & Andrew Leek.
Award Nominee, October 2017
Our nominees for October are ‘The Leek Brothers’.
Paul joined us as a technician from Mercedes-Benz, and has since adapted to the change to the Jaguar brand and is now an integral part of the workshop team, you always know when he is in the business! Andrew joined us as a Service Advisor and he has fitted into the team really well, taking the strains of a busy service department and helping to deliver a better customer experience. Between them, they have helped us to recruit two technicians and a service advisor.
They are a strong addition to the team at Guy Salmon Jaguar Coventry family.
Well done both!
Andy Penn (left), Aftersales Manager, congratulating Des Cox.
Award Nominee, September 2017
Our nomination is for Des, who is our Senior Technician in the preparation centre. Des is a willing pair of hands who is not only technical but will turn his hand to whatever needs doing. He organised and delivered all the new and used cars delivered in September and does so month in, month out. His dedication to the prep centre and the business is exceptional and he is a worthy winner of this award.
Well done Des!
Bradley Goldsmith
Award Nominee, July 2017
Bradley has had a big impact on customer service, he is an apprentice and every morning he goes out to the service desk and helps the service advisors seeing customers in. He obtains information from the vehicles and takes customers to their loan cars. He also inspects the loan and customers cars. Bradley has also started helping with customer waiters during the day, this has had a massive impact on customer waiting time. He always offers to come in on weekends to assist and brings a lot to the team.
Well Done Bradley, a fantastic start to your career with us!
Darren Jennens
Award Nominee, April 2017
Darren joined us 8 months ago from outside the brand. It is very clear he has a passion for cars and that is visible in everything he does in our parts environment. He took on warranty changes in process and has now got that sorted. He manages workshop orders returning parts that we don’t need in a timely manner and he works most Saturdays because he wants to. The internal feedback we get from his colleagues is that “he couldn’t be more helpful”. He is a welcome addition to the team and consistently demonstrates the ‘customer first’ principles.
Lee Clarke
Award Nominee, March 2017
Lee has shown himself to be a true professional and he goes above and beyond to help the management team and others around him whilst continuing to excel particularly in the used car department.
The sales team regularly heap praise on him, regarding his work on used cars. The positive feedback we receive from customers regarding Lee is excellent too and we are proud that he is part of our team at Guy Salmon Jaguar Coventry.
A big thank you to Lee for a fantastic start to the year.
Voldemar Pelniks
Award Nominee, February 2017
Since Voldemars joined us in August 2016 on the graduate programme as a Sales Trainee, he has shown himself to be a true professional and he goes above and beyond to help others around him whilst continuing to excel. We regularly heap praise on him, regarding his trainee workbook modules. The positive feedback we receive from customers about Voldemars is excellent too and we are proud that he is part of our team at Guy Salmon Jaguar Coventry.
A big thank you to Voldemars for a fantastic first 6 months; we are all looking forward to seeing you grow in the future.
Rachel Miller (), Dealership Accountant, congratulating Rebecca Hay.
Award Nominee, January 2017
Becky is always willing to go above and beyond her job role as an Accounts Assistant. She regularly helps cover the reception desk and we have had fantastic customer feedback about her.
Whilst on reception she dealt with a mystery shop enquiry in a professional manner and contributed to the 100% score. When passing through the showroom she always ensures that our customers are looked after and truly believes in the Customer First Strategy.
Becky is a One Team player and is always the first to help out in other departments.
Well deserved.
