Sytner JLRS Division
Nick Moore (right), General Sales Manager, congratulating Evan McLean.
Award Nominee, February 2025
We have nominated Evan for going the extra mile and going out to the rescue of a client who had just taken a new car delivery.
Evan took the call from the customer who had taken delivery that day and once home found that he couldn’t start the car, but it was all down to the ghost tracker that had been fitted, Evan drove out to the customer and talked him through on how to use it again and obviously it started straight away, one happy client.
Thank you Evan.
Jason Emanuel (right), Managing Director, congratulating Jon Bell.
Award Nominee, January 2025
We have nominated Jon for the Employee of the Month for January. His unwavering dedication and commitment to ensuring the safety and well-being of both our staff and customers during the severe weather conditions back in January, have not gone unnoticed.
Jon made the effort to come into work in the very early hours and even at the weekends, bravely navigating treacherous icy roads to prepare our site. His hard work ensured that everything was fully gritted and the snow cleared in time for our team and customers to arrive safely and continue their duties without any disruption.
Thank you, Jon, for your exceptional efforts!
Steve Walker (left), Workshop Manager, congratulating Ryan Clarke.
Award Nominee, October 2024
We have nominated Ryan for MIS this month for his leading example to other Apprentices.
Ryan attended he JLR Apprentice Outward Bound event in October and really pushed himself out of his comfort zone, volunteering to go first at abseiling, even though he was scared. This in turn definitely helped others including the support staff to get over their fears to go over the edge.
Pulled staff out of a gorge on numerous occasions ensuring they were not swept away and kept on going when they all found things tough.
His biggest achievement was standing up in front of the whole group of 36 Apprentices and Managers to deliver his presentation, even when he was adamant he wasn’t going to do it and been the youngest in the group he showed real maturity and support to others when he was clearly out of his comfort zone, but he did it.
Well done Ryan.
Hi Julie I hope you are well. I just wanted to contact you regarding the Outward Bound event this week. Honestly I could cry about how amazing Ryan has been. He has thrown himself in headfirst to everything we have done and supported the whole team. He volunteered to go first in the abseiling even though he was scared, and his courage definitely helped others (me included) face their fears and go over the edge. He pulled me out of a gorge on numerous occasions ensuring I wasn't swept away and was so encouraging when we all found things tough. He was first up the rock climbing on the harder of the two routes, and even when he slipped, he kept going and got to the top. I think his biggest achievement was standing up in front of the whole group (36 apprentices, and managers online) and saying his name and where he was from. He was adamant he wasn't going to do it and it was clearly so far out of his comfort zone he was visibly uncomfortable, but he did it. He stood up at the front of the room whilst the group delivered their presentation. Considering he was the youngest in the group he was really mature and supportive and really engaged with everything. You can be so proud of what he has achieved and I'm sure his new found confidence will show at work too. Jenny Jenny BunyardApprentice Programme Administrator & EPA Coordinator
– Jenny Bunyard is JLR Apprentice Administrator who was the staff member Ryan pulled out of the gorge.
Anthony Neary (right), Service Manager, congratulating Mark Sherratt.
Award Nominee, August 2024
We would like to nominate Mark Sherratt for Employee of the Month in recognition of his exceptional work in retaining a customer’s loyalty after their new vehicle broken down only days after taking delivery.
Mark took the initiative to communicate with the customer on a daily basis, providing regular updates and working closely with JLR TA to ensure that the issue was resolved as promptly as possible. His calm and professional approach helped ease the frustrations of an irate customer, ultimately regaining their trust and confidence. Mark’s dedication and commitment played a key role in turning a difficult situation into a positive outcome. Mark has unquestionably prevented this vehicle being rejected and retained this customers loyalty within the Brand.
Thank you Mark
Tom Booth & Dave Stott (right), Sales Managers, congratulating Ryan Troughton.
Award Nominee, September 2024
We have nominated Ryan for September’s employee of the month for his contribution towards the 4 day, Somerford Horse Dressage championship. Ryan prepared the stand ready for the customers and also spent every day seeing to the customers who attended the Ride & Drive test drive event.
Ryan also in September agreed to going down to Maidstone on a Friday evening, staying over and bringing a customers vehicle back on a Saturday morning in time for us to prepare the car ready for delivery on the Monday 31st. The customer was so impressed that he sent over a picture of him with his new car at his house.
Tom Booth (left), Used Sales Manager, congratulating John Underhill.
Award Nominee, April 2024
We have nominated John.
John worked Sunday 14th April until 4pm. He then agreed to drive (in his own time) to a client’s house in the Lake District to deliver Mr Taylor’s car back that had been in for a service and then collected the clients wife’s car that was also due a service, both cars were serviced and returned to the clients.
Mr Taylor then bought a used car from John in that same month after being totally blown away by John’s exceptional customer service.
A fantastic example of going the extra mile to create memorable experiences.
Well done John, from Tom and the used car team!
Nick Moore (left), General Sales Manager, congratulating Sharon O’Leary.
Award Nominee, May 2024
One of Sales Executives identified that one of his client’s needed help in purchasing a new vehicle and could be identified as a possible vulnerable person, he flagged this up with his Business Manager who in turn contacted head office seeking support and guidance and in doing so completed the sale.
Beth Tyler-Smith (right), Customer Service Manager, congratulating Daniel Clarke.
Award Winner, June 2024
We have nominated Daniel who on two occasions on his day’s off went over and above for a couple of our customers.
On the first occasion he went to York to deliver a Land Rover RAF vehicle that Land Rover could not get over to him in time, this was a 200mile trip back and forth and Dan personally wanted to ensure that the customer was mobile.
On the second occasion he drove to Sytner South West London to collect a special tool that was required for a repair to a customer’s vehicle and he drove there and back in a day again to make sure that the customer was not held up any longer than necessary in the workshop.
Thank you Dan.
Dave Stott (right), Sales Controller, congratulating Tom Wright.
Award Nominee, March 2024
We have nominated Tom Wright for Making it Special and going out of his way to help a customer. We delivered a new Range Rover on the 28th March to Salim Patel and due to the in-control system being down we were unable to activate prior to delivery. Tom very kindly agreed to go the clients house on Tuesday 2nd April at 4.00pm to try and sort the issue out and try to get the in-control connected. This was a good hour drive away. Tom spent a couple of hours at Mr Patel’s office trying to activate the in-control and eventually managed to get it connected. Tom went out of his way with Mr Patel to show him the system in order to get the very best from the technology. Tom got home just after 8.00pm and for me went above and beyond for our client even though Mr Patel was not one of Tom clients he had sold a car to.
Thank you Tom
Nick Moore (left), General Sales Manager, congratulating Ian Bennion.
Award Nominee, February 2024
We have nominated Ian Bennion, our Car Park Attendant for Making it Special for all his additional hard work during March, with the amount of cars delivered and the site being absolutely jam packed, he still made sure our customers had somewhere to park. Which was no mean feat.
Without him the place would have been impossible for customers to visit us.
John Taylor (right), Parts Manager, congratulating Mark Larder.
Award Winner, January 2024
Our entire Management Team have nominated Mark Larder, Senior Parts Advisor, for Employee of the Month in January 2024.
There are instances where colleagues go beyond their normal duties and expected responsibilities, however, on this particular occasion Mark went so far beyond what could ever have been expected for a member of staff to do in terms of helping a fellow colleague.
Mark showed a gesture of absolute genuine compassion towards this fellow colleague. Mark went well and truly that extra mile and the sheer acts of kindness and caring he exhibited for another colleague was remarkable.
We feel Mark showed ‘Sytner One team’ to the core: Be honest and give respect, Work together and Listen & contribute.
no manager (right), manager, congratulating Darren Dobson, Micah Sherwood, Connor MacLeod & Kieran Malseed.
Award Nominee, December 2023
We have nominated all 4 technicians as they all helped a local resident, whose car had been stranded in a large pothole on a flooded road, next to our staff car park. As some of our Tech’s arrived at the car park to go home, they tried to push Rosie’s car out of the pothole but they couldn’t manage it. So, they came back to the dealership, got a Defender and towed her out. Rosie had already told our ‘chaps’ she had a four hour wait for the RAC.
The following day, Rosie came to the dealership to personally thank Darren Dobson, Connor Macleod, Micah Sherwood and Kieran Malseed with a thank you card, flowers, beer and chocolate for the guys. Rosie said she was still shaking and upset late last night from the experience but was so grateful for the help she received.
Going above and beyond for a member of our local community for no benefit to themselves….. ‘well done guys’.
John Taylor (right), Parts Manager, congratulating Sam Lilly.
Award Winner, September 2023
We would like to nominate Sam Lilly for our ‘September’ Making It Special Award as he has unquestionably illustrated the meaning of ‘Going that Extra Mile’ for both our business as well as for several of our customers over the past few months!
In light of the immense challenges we have faced with the availability of parts Sam reassessed the adopted process for parts back orders and then developed a better, more streamlined system which has now been adopted within our dealership. This new process involves urgent sourcing parts from other JLR dealerships and organising collections which has resulted in us receiving back order parts quicker than if we would have waited to received them from the JLR factory. There are at least 50+ examples where this new process has resulted in customers vehicles being repaired and returned a lot quicker than it would otherwise have been.
In addition to this, Sam proved to be an absolute star and unequivocally went out of his way and beyond anyone’s normal course of duty when he diverted his journey via Sytner JLR Northampton on a break with his girlfriend to London in order to collect an outstanding part required for one of our customer’s vehicle’s!
Our whole management team believe he is to be recognised for the initiative he has shown and for all the hard work and the extra hours he invested into making this new process a success.
Anthony Neary (right), Service Manager, congratulating Curtis Spencer.
Award Nominee, August 2023
Curtis has not only been nominated by a colleague this month but also by the management team. James his colleague has nominated Curtis, as he constantly helps everyone out in the Workshop and doesn’t always get the recognition he deserves, he always makes sure everyone is ok, during work and out of work. Never moans about the jobs and just gets on with it to the best of his ability, James said that he can happily rely on Curtis in and out of work.
The Management Team have nominated Curtis this month for all the excellent feedback from customers, which has lead to an increase in our CLP.
Curtis who has recently taken on the new role of Mobile Technician has been out to many customers, who have all said how helpful, friendly and very professional he is and they can’t thank him enough. The customers are loving our Mobile Technician, which is making their lives much easier for their busy lifestyles.
Well done Curtis, keep up the good work.
Feedback Message: Curtis Spencer came to the house to provide a software update to my Discovery Sport. I just wanted to comment on what a thoroughly nice young man he is. He was punctual, very polite and very helpful. Generally he is a credit to himself and to you as a company.Reason For Contact: Customer Service
– Amanda Nowell
Nick Moore (left), General Sales Manager, congratulating Dave Stott.
Award Nominee, July 2023
We have nominated Dave this month for Making it special for going to the aid of an accident outside the dealership, a young girl crashed her motorbike into a customer’s car as the customer was turning into the dealership.
Dave was first on the scene and assisted the young girl by providing her with blankets and making sure she was comfortable until the police and ambulance arrived.
He also waited with the customer and her dog outside, then brought them inside, making sure she was okay to drive after we checked her car over.
Thank you Dave.
Anthony Neary (left), Service Manager, congratulating Nichola Woodcock & Mikey Barber.
Award Nominee, June 2023
We have nominated both Nichola & Mikey for Employee of the Month in June for all their hard work and support, they have both continued to look after their Aftersales work as well as covering the warranty admin duties, due to an employee leaving.
They have worked over the weekends and stayed late most nights to ensure that both the warranty work and Service/Sales work is completed in time. Both have completed this without any mither and they are both a credit to the Service department.
Thank you to you both for all your hard work and support.
Tom Booth & Alain Padkin (left), Used Car Sales Manager & Accountant, congratulating Sheree Woolley.
Award Nominee, May 2023
We have nominated Sheree for her baking skills, well actually her enthusiastic approach to organising a bake sale and raising money for the charities, but secretly we just love her Biscoff muffins.
Sheree has organised and raised over £600 already this year towards Mental Health week and Breast Cancer. Well done and thank you!
Wayne Green (right), Workshop Manager, congratulating Paul Stretton.
Award Nominee, April 2023
We have nominated Paul Stretton one of Technician’s for going out to a customers house on the bank holiday,
We were phoned by Sytner Wakefield who had a customer that had lost their locking wheel nut and one of their wheels was flat on her driveway and because of the distance Wakefield were unable to help, the customer lived in Chester, so Paul on his day off came into work on the Bank Holiday and picked up some tools went to the customers house and swapped over the wheels and put her spare wheel on so she was able to get the tyre changed and get on with her weekend.
Thank you Paul for going way above and beyond on his day off and securing a new customer for the service department.
Anthony Neary (right), Service Manager, congratulating Darren Dobson.
Award Winner, March 2023
We would like to nominate Darren Dobson for our ‘March’ Making It Special Award.
Darren unquestionably illustrated the meaning of ‘ Going that Extra Mile ‘ for our customers when he stopped to help a couple on his way home at 7pm at night who had broken down in their new 23 plate Range Rover and were stopped in the middle of the busy road with their hazard warning lights flashing.
After pulling over to offer his help he realised that it was in fact one of our customers who had only collected their new car earlier in the day! Darren managed to get the vehicle started, told them to turn around and head back to the dealership with him following.
Simon Robertson, New Car Sales Manager, was just locking up when he saw the customer limp back into the dealership, dashed out to greet them just as Darren drove in, Simon opened up the dealership for the customer while Darren drove the vehicle straight into to the workshop. Darren managed to diagnose and sort out the problem. The restricted performance issue was resolved very quickly and the customer was back on the road and extremely happy with the exemplary service received and the unbelievable level of empathy show by both Darren and Simon.
Darren in particular proved to be an absolute star that evening, he unequivocally went out of his way, well and truly above and beyond anyone’s normal course of duty.
Thank you Darren for your ‘heroic’ attitude and willingness to put your yourself out to ensure we had a very happy customer who is now astounded by the level of care and service he received from Sytner Land Rover Knutsford. As a result of this we have truly secured that customer for life and also prevented the shine been taken off the excitement of collecting a long awaited new car.
An amazing example of putting the customer first!
Beth Tyler Smith (right), Customer Service Manager, congratulating Matthew Waters.
Award Nominee, February 2023
We have nominated Matthew for dropping off a customer’s vehicle out of hours and not getting home until at 9.30pm.
Thank you for going the extra mile in light of customer satisfaction and expectations.
Nick Moore (left), General Sales Manager, congratulating Ethan Geldart.
Award Winner, January 2023
We would like to nominate Ethan Geldart for our ‘January’ Making It Special Award.
Ethan proved to be a true star and went well and truly above and beyond anyone’s normal course of duty when circumstances led him to sleep in a customer’s car overnight ! He was on route to Cardiff to deliver a new car to the customer’s home when the motorway was suddenly closed to all vehicles and, along with many other drivers, found himself stuck stationary on the motorway unable to move until the road was reopened by the Police several hours later. He then continued onto the customers home to deliver their new car as promised.
After a rather uncomfortable night’s sleep he executed a very successful handover to one extremely happy and impressed customer! Ethan then returned to the Dealership ‘as bright as a button’ for work after only a very brief detour past his own house to get showered and changed!
Thank you Ethan for your ‘heroic’ attitude and willingness to put yourself out to ensure we had a very happy customer. An amazing example of putting the customer first!
Nick Moore (left), General Sales Manager, congratulating Michael Burczak.
Award Nominee, December 2022
Our Sales Management team have unanimously nominated Michael our Sales Administrator for December’s Employee of the month for going above and beyond for the Sales team.
Tom rang Michael on Saturday 31st December (New Year’s Eve) in a panic as they needed to register a demonstrator before the end of the year, Michael who was out shopping with his family and very kindly came into the retailer to tax the new demo.
Thank you Michael!
Jason Emanuel (right), Managing Director, congratulating Julie Ripley.
Award Winner, November 2022
We have nominated Julie Ripley as our November Employee of the Month for her outstanding dedication to the Dealership and, in particularly, all the hard work and her own time that she recently invested into planning and running our staff children’s Christmas Party. This year we had 45 children attending the party who brought along with them many parents and grandparents. Julie turned the local cricket club into our very own Sytner Knutsford Christmas Winter Wonderland with a Santa’s grotto, a visit from Santa Claus, and individually chosen presents for each child. Needless to say the party was a roaring success and, particularly in these difficult time with the cost of living crisis, it was a massive boost to staff moral which in turn undoubtedly has a positive impact on the quality of service received by our customers.
Thank you and well done Julie!
Simon Robertson & Tom Booth (left), Sales Managers, congratulating Hazel Kenyon.
Award Nominee, October 2022
We would like to nominate Hazel for employee of the month.
She has been an absolute asset to the Reception Team these last couple of months and an excellent role model to the rest of the team.
After losing Megan at short notice to the Service Team Hazel went massively out of her way to support the team, covering as many of the days as possible above her exiting hours. Many weeks she has more than doubled her contracted hours and put her hairdressing work on hold in order to help us out and reduce the number of days we required temporary cover.
In addition to this we want Hazel recognised for her stellar performance with the recent Mystery Shopper. Looking back at the video she dealt with the Mystery Shopper in ‘text book’ fashion – 100% for her section.
Secondly, she has been personally highlighted by name in THREE Google reviews over the last couple of months for her outstanding customer service. i.e. Excellent customer service from Hazel Kenyon. Really welcoming, friendly and sorted out my query in no time. Just the best dealership. Thank you 🙏
Another reason, we want to recognise Hazel for her commitment and diligence, even in the more difficult times, Hazel is currently firing on all cylinders which is noticed by all. We want Hazel to realise that we really value everything she has done for both the Team and the Dealership as a whole! And that we recognise her loyalty to the company and she demonstrates all the attributes to making it special for our customers
Well done Hazel!
Alain Padkin (right), Accountant, congratulating Shahanz Jamil.
Award Nominee, September 2022
We have nominated Shahnaz Jamil for her contribution to “Making it Special” for both our customer and staff, with the amazing displays throughout our dealership to acknowledgement and support Black History Month. Shahnaz also contributed some great ideas for the event, many of which were adopted and she came in on her days off to set up all the decorations. Numerous positive comments have been received regarding the displays and they have undoubtedly raised awareness of BHM throughout the dealership.
Wayne Green (left), Service Manager, congratulating Craig Jerrett.
Award Nominee, August 2022
We have nominated Craig for August’s Employee of the Month for his commitment to the customer. A customer’s car was in for an update and the update was taking longer than expected. These updates cannot be interrupted by turning off the computer for the night so Craig knowing how important it was to the customer and to make sure that the job was completed he stayed on site until 7.30pm (all H&S procedures were in place) until the download was complete.
He did this all without been asked to and just volunteered, thank you Craig.
Nick Moore (left), General Sales Manager, congratulating Anthony Greenway.
Award Nominee, July 2022
We have nominated Anthony Greenway for Employee of the Month of July because on the 11th July when we had record temperatures and the staff were slowly melting in the heat. ON HIS DAY OFF Anthony brought a cooler box full of ice lollies and ice creams out of his own money and brought them in to help members of the team and a few of the customers in the Showroom cool down.
He doesn’t even live locally so it was out of his way to call into the showroom.
Thank you Anthony for cooling us down.
Anthony Neary (right), Service Manager, congratulating Steve Walker & Rob Keronen-Hill.
Award Nominee, June 2022
We have nominated both Steve Walker & Rob Keronen-Hill for employees of the month, they went way above and beyond for a dear colleague of ours who sadly passed away recently.
Rob & Steve wanted to give something back for Matthew who was an avid cyclist and enjoyed regular trips to Wales with his family and with this in mind they thought a holiday for the family would be lovely idea, when they are feeling up to it of course.
So Rob & Steve decided that in memory of Matthew they would cycle from the dealership to the Anglesey Arms in Caernarfon which is a distance of about 100 miles not an easy ride as they only have mountain bikes!!
So on Saturday the 18th June, Rob & Steve completed the 102 miles ride in 9 hours and 40 minutes and raised an amazing £1500.00 – Thank you Rob & Steve.
Simon Robertson (right), New Car Sales Manager, congratulating Megan Tyler-Smith.
Award Nominee, May 2022
We have selected Megan for May’s Employee of the Month because of her winning smile!! Megan has been with us now for over 12 months and is always cheerful, very professional and always willing to help customers and staff. She has been recognised by a number customers who have mentioned her in their reviews and feedback. Thank you
Excellence service and sales personnel, Staff from Reception to Sales staff welcoming, efficient and helpful. Stuart, Nick and Megan made the whole car purchase experience easy and fun. Great people skills and able to also deal efficiently with some after sales advice. Brilliant and with a Defender hybrid HSE to show for all their effort. Thanks to you all. Absolutely thrilled!!!
– Dave Nicholson
Wayne Green (left), Workshop Manager, congratulating Sam Malseed.
Award Nominee, April 2022
We have nominated Sam for our Employee of the Month for “Going Above and Beyond” for a customer and an employee.
We had a customer in distress as her car she had been waiting so long for as it had been delayed had broken down outside her shop in Colwyn Bay on a Friday afternoon! The car that was a new car was delayed again on the day of the delivery while they did a recall on it. A replacement car was needed for her to go onto Anglesey and the day after to Scotland and as there was none available locally, the only way to help this customer was for two of our staff members to drive the hour and a half journey in two cars and as everyone knows the A55 on a Friday it is bad enough but when you throw in a Bank holiday into the mix!! Well you know you’re going to be on the road for more than 4hrs and Sam volunteered knowing that he would miss his date with his girlfriend.
Thank you Sam & Sophie
John Taylor (right), Parts Manager, congratulating Mark Larder.
Award Nominee, March 2022
We have nominated Mark Larder for March’s Employee of the Month for all the extra hard work he puts in.
Mark has really stepped up to support Adam Beresford our Bodyshop Advisor who is very short staffed at the moment, Mark will take all calls and deal with any customers that need looking after when Adam is out of the office and takes full control on a Friday which is Adam’s day off, We also have received excellent feedback from customers.
Hi Beth, sorry for the delay in replying but I’ve been having problems with Sky Mobile and my new phone!Having said that I’ve inadvertently lost the original email. Could you please award Mark 10/10 - he was extremely helpful and provided me with an excellent service which is fully appreciated.Many thanks Steve Feneley Hi AdamJust a quick line to pass on my thanks to you and the folks who carried out the bodywork and paint repairs. The car is my pride and joy and really impressed with the high standard of work, the colour match is superb, considering the paint colour of my car! Thanks again.With kind regardsAdrian
– Steve Feneley & Adrian
. (left), ., congratulating Shahaz Jamil.
Award Nominee, February 2022
We have nominated Shahnaz Jamil for her contribution to “Making it Special” for our customers at the Barrister bar. Shahnaz came in on her days off to get it all set up and sorted out cupboards and tracked down missing items (you’ll have been amazed where you find stuff that hasn’t been used for 2 years).
The last couple of events Shahnaz has dressed up the Barrister area and has wowed the staff & customers with her natural flare.
Beth Tyler-Smith (right), Customer Service Manager, congratulating Matthew Waters.
Award Nominee, January 2022
We would like to nominate Matt Waters for Employee of the Month in January for stepping up and offering to help out our Aftersales Team when a colleague was unexpectedly out of the business, and the department needed some additional support.
Despite living quite a distance away from the Dealership and already having a demanding workload of his own as a Service Advisor, Matt voluntarily came to the rescue by helping to ensure that all our customers’ vehicles were safely returned to them every evening. This resulted in Matt staying behind late most nights to helping to drive vehicles back to customer’s home/office addresses and regularly doing the same during his lunch hours. He never left for home unless he knew everyone in the Service Team had the help they required and no customers were left without their vehicles!
Matt particularly stood out during this difficult period, all his extra hard work was greatly appreciated by the whole team.
Great job Matt, thank you for going that extra mile!
Simon Robertson (right), New Car Sales Manager, congratulating Craig Jerrett & Wayne Green.
Award Nominee, October 2021
We have nominated Craig & Wayne for October’s Employee of the Month for helping out a couple of ladies in distress.
Simon our New Car Sales Manager was locking up for the night and whilst pulling up the posts at the back gates, a car pulled on to the drive. It was dark, windy and very wet and the car had a rear puncture.
In the car was a mother and daughter aged in their 60’s and 80’s who clearly had no clue how to deal with a space saver spare wheel.
It was obvious that if left alone they would be stuck there for some considerable time so Simon reassured them and ran round to workshop to ask for some assistance.
Wayne Green and Craig Jerrett helped Simon get the car round the back and changed the wheel like a formula one pit stop team while Simon helped the ladies inside and got them both a cup of tea.
They were not customers, it was after hours and the boys had clocked off but they stayed back to help with no issues. The ladies were extremely grateful for the assistance and we are sure will be singing our praises to anyone who will listen!
Dave Stott (left), Sales Controller, congratulating Craig Humphries.
Award Nominee, September 2021
We would like to nominate Craig Humphries for August’s Employee of the Month.
Mr Rose collected his new vehicle only last week and unfortunately it broke down today. Mr Rose called Land Rover Assist this morning and was told he was going to have to wait for 5 hours which was going to cause Mr Rose an issue as he had a very important meeting to go to. Craig took a loan car to Mr Rose and took it on himself to wait with the broken down vehicle until Land Rover Assist recovered the car. This then allowed the customer to get on with his day and went a long way to making the very best of a bad situation.
Really well done Craig.
Tom Booth (right), Used Car Sales Manager, congratulating Craig Dendy.
Award Nominee, August 2021
We have nominate Craig Dendy for August’s Employee of the Month.
Craig had a handover on the last day of the month, the latest V5 had not been taken in at the Porsche dealer who had brought the car into stock. To save the customer having to go away and collect on another day when we had the V5, he phoned the DVLA and arranged to tax the car at the post office. He then paid for 6 months tax out of his own money to enable the car to be taxed and registered and allow the customer to take delivery of their car.
Craig may not be able to afford to eat tonight after paying out over £260 to help our customer but the customer is happy and that’s all that matters!
Thank you Craig.
Anthony Neary (right), Service Manager, congratulating Ruth Humphries.
Award Nominee, June 2021
We have nominated Ruth for June’s Employee of the Month for delighting a customer who she rescued.
The customer left their car with us for a service and decided to walk into Knutsford and then into Tatton Park. When Ruth rang to say the car was ready, they had no idea where they were in Tatton Park and it was miles back to the Entrance, in the customers words ‘his wife had very inappropriate footwear on!’ and they couldn’t get back to us.
So Ruth checked the Tatton map and tried to figure out where they were and guided them to the farm which comes out on the Tatton Mile, then drove there to pick them up. Ruth found the customer and his wife who was walking down the main road in her bare feet!
Nick Moore (right), General Sales Manager, congratulating Darren Dobson.
Award Nominee, July 2021
We have nominated Darren Dobson for July’s Employee of the Month for getting involved with a customer issue after hours and putting a plan in place so quickly.
A customer’s car had been collected by a customer but he had an issue with the massage seats, it seemed to be stuck in one position with the lump sticking out and it didn’t want to change.
He was going down to London the following day and was worried that he would get a severe back pain if he drove with a lump in his back. A plan was hatched with Darren who volunteered to come in early to fix the issue by deflating the massage pack to make the journey more comfortable as the issue could not be totally fixed without new parts.
Thank you Darren who is always on hand to help a customer out night or day.
Nick Moore (left), General Sales Manager, congratulating Lorna Burton.
Award Nominee, May 2021
We have nominated Lorna Burton for May’s Employee of the Month due to her commitment to the company, even on her days off she doesn’t think twice about coming in to help us when in need.
It was a Sunday and with no one available on call out to come and fix the handover bay electric doors as they were stuck open, Lorna came to the rescue with her husband to help us fix the shutter doors.
Thank you Lorna!
Tom Booth (right), Used Car Sales Manager, congratulating Dave Stott.
Award Nominee, February 2021
We have nominated Dave Stott for February’s Employee of the Month because on his day off he heard that Tom Booth was alone at the dealership with no power and water – he made Tom a sandwich and a flask of coffee at home and drove to the dealership to give him the refreshments and allowed Tom to take a toilet break at Cottons!
I know a customer wasn’t delighted but he did delight Tom and make him feel part of a very special team!
Jason Emanuel (right), Managing Director, congratulating Jane Dunscombe.
Award Nominee, April 2021
We have nominated Jane Dunscombe for April’s Making it Special; Jane has taken to the new role of Customer Experience Manager really well. Previously Jane’s role was as a Part Time Receptionist and has taken the change in her stride and dealt with a multiple number of customer complaints/issues and does an amazing job dealing with some unhappy customers and has stopped numerous buy backs.
Jane works really well with all of the members of the team within the business along with Head office and the Manufacturer.
Jane has also had some lovely messages from customers thanking her for her help and understanding; she has also received positive feedback from LRFS on her handling of SQD complaints and stopped a number of buy backs.
Very worthy recommendation!
Beth Tyler-Smith (left), Customer Service Manager, congratulating Lil Gates.
Award Nominee, March 2021
Lil Gates AKA Lillian
Is an amazing member of the Service team, she particularly stood out during the month of March for all the extra hard work she put in.
She is new to the Service team and during very short staff periods Lil would jump in and help see customers in and out and nothing is ever too much to ask.
She was thrown in the deep end one day and asked to be a Service advisor and Lil managed to get an amazing 3 gold stars that went into the month just from that one day as a Service Advisor.
She helps with all areas of the business, the sales team ask her to look into sales queries or issues, which she is always happy to do, and any complaints Lil will own and ensure they get resolved.
She is an excellent member of the team and the best part is that you always get Service with a Smile!
Great Job Lil!
Beth Tyler-Smith (left), Customer Service Manager, congratulating Jon Burgess.
Award Nominee, January 2021
We have nominated Jon Burgess our Service delivery driver as he is always willing to help and go out of his way to help others. As well as delivering customers cars and making sure that they are sanitized and safe for the staff and customers, Jon has been helping out in the Parts Department. Nothing is ever too much trouble for Jon and we have had great feedback from the Trade customers to say how happy they are to get a quick and friendly delivery.
Anthony Neary (left), Service Manager, congratulating Wayne Green.
Award Nominee, September 2020
Wayne has been nominated for our September Making It Special for his exemplary levels of service to help one of our new car sales customers and, in doing so, prevented the customer rejecting his new car.
A customer had quite a number of issues with his new vehicle and was looking to potentially hand it back as they had lost confidence in the car. Wayne invested a significant amount of his own time to go through each issue in detail with the customer, ensuring that they clearly understood the problems and how it could be rectified. He gave reassurance to the customer that everything was under control and gained the customer’s confidence that the problems could all be resolved in a timely manner.
The customer left feeling confident that his car was in good hands. Wayne kept in daily contact with the customer and took complete ownership of the problem. On the evening the car was handed back to the customer Wayne spent a couple of hours in the Dealership after closing going through in detail the repairs undertaken and ensured the customer was 100% comfortable that all the work had been completed.
Tom Booth (right), Used Car Sales Manager, congratulating Manjur Rashid.
Award Nominee, July 2020
Manjur is our July nomination for his outstanding sales month, not only did he sell and deliver 16 cars, bur he also came in on his days off to help prep and deliver his customer cars, all of which were delivered without a hitch.
He received a glowing 5 star review, praising his efforts:
From the offset he was polite, friendly, accommodating and prompt with his communication. He held the cars we were interested in as he knew we had a 3 and a half hour journey to make & didn’t want us to be disappointed if the car suddenly wasn’t there. When we arrived, Manj answered all the questions we had at the time. The experience was completely different to other branches & it was this that led us into purchasing a car from Knutsford- a 3 and a half hour journey away from us, rather than the branch that is 5 mins around the corner.
We didn’t feel pressured or rushed. He made our buying experience very easy. Manj is a credit to the company, it was just a shame he had to be all the way in Knutsford and not local! Nether the less, we didn’t begrudge the journey as we found what we were looking for & are very happy with our decision!
Simon Robertson (left), New Car Sales manager, congratulating Chris Macknay.
Award Nominee, June 2020
Chris has been nominated this month as a very worthy winner by the Sales Department & The Management Team. Chris only started in March and has unquestionably hit the ground running and immediately became an invaluable member of the Sales Team and our Business, keeping things ticking over.
Not only has he worked incredibly hard over the Lockdown period, last Friday Chris delivered a new car at 4.00pm to a customer which broke down within 10 minutes of leaving. Chris handled this exceptionally well and took it upon himself to take a loan car to the customer and sat until 8.30pm waiting for Land Rover to arrive, allowing the customer to return home. The following day Chris then cleaned the car himself as the valet team had left for the day, before returning the car that evening back to our customer.
Chris managed the situation with the utmost professionalism and empathy towards the customer, he could not have handled this situation any better and really went above and beyond what is normal expectations to ensure the customer was not inconvenienced and had an excellent handover experience despite the initial breakdown.Chris has very quickly become a real asset to our Business.
Nick Moore (left), General Sales Manager, congratulating John Underhill.
Award Nominee, February 2020
John has well and truly exceeded the challenging requirements and expectations for this month’s award after being faced with two extremely difficult handover situations. Here is one of the examples of the handover dilemma John face:
The car failed on pre-handover checks so John worked through his day off and late hours the following day to ensure he understood the faults, that the diagnostic was expedited and necessary parts ordered and fitted. He then personally arranged delivery of the car to London, all within two days of the original handover date.
John had remarkable patience and admirable tact but also dedicated his entire day off and more to ensure that both customers received exemplary customer service and took delivery of their new cars with minimal delay. Despite the initial technical hiccups both customers were delighted with their new vehicles and the way John had gone above and beyond their expectations in terms of customer service.
I wanted to contact you to praise John Underhill for the care & attention to detail he paid us over the purchase of a car for my Wife ( Range Rover Vogue SE V8) from sorting the number plates, to preparing the car, to delivering it, to keeping in touch the whole way through the purchase & meeting all deadlines & carrying out exactly ( & more) that he said he would do. I cannot speak highly enough about the service & treatment we received from John… he is an asset to you & this is the second car we have bought for Knutsford!
Nick Moore (left), General Sales Manager, congratulating Kellee Moran.
Award Nominee, January 2020
Our January nomination goes to Kellee for going above and beyond with helping out a customer who was terminally ill and in negative equity.
Kellee dedicated numerous hours the day prior to handover to guarantee everything went perfectly to plan and the customer was able to hand her car over with no costs involved. Kellee spent a lot of her own valuable time chatting to the customer about the funeral she was currently planning for herself and other arrangements she was intending to make before she became too ill.
As well as showing her absolute professionalism, Kellee also exhibited remarkable empathy and compassion towards the customer in what was a very difficult and upsetting situation.
Nick Moore (left), General Sales Manager, congratulating Louise Hammond.
Award Nominee, December 2019
Our December 2019 nomination goes to Louise, since joining she has always had her customers and colleagues in the forefront of mind. Here are some of the examples of when Louise has made the extra effort with both members of staff and customers:
While a lot of staff were off, Louise got stuck in, did not panic or stress, did extra shifts and did her best to ensure that the level of cover and service in the showroom was not diminished.
Louise is always so welcoming and engaging with our customers and continuously goes that extra mile to ensure our customer’s needs are fully addressed to the high standards expected by them and what we stride to deliver.
The level of service provided by Louise has been endorsed by our customers in several Google reviews over the past 3 months in which her name has been highlighted.
Nick Moore (left), General Sales Manager, congratulating Manjur Rashid.
Award Nominee, September 2019
Manjur has been awarded the September award for assisting with a car that had been sold by Land Rover Maidstone and was being collected by the customer at Knutsford. A contact Sales Executive was not arranged for the customer handover, however, Manjur took it upon himself to make sure the customer was delighted with his new vehicle and went through all the controls, completed all the paper work and arranged for the vehicle to be taxed.
I bought a car from Guy Salmon Maidstone, it was delivered to the dealership in Knutsford as I had to do some paperwork. The delivery driver was great, but there was literally nothing put in place by Maidstone to complete the process of taxing the new car etc. Knutsford came to the rescue big time. Manj Rashid was amazing, .
This is a great example of going the extra mile and truly putting the customer first.
Nick Moore (left), General Sales Manager, congratulating Sam Smith.
Award Nominee, August 2019
I would like to nominate Sam Smith for August Making it Special award. We took a call from Land Rover Assist last Saturday, advising that a customer had broken down and was due to go to Italy the next day on holiday for a month. Sam took total control of the situation and arranged for a loan car, arranged the loan car forms and stayed until 6.30pm to help transfer all the contents from one car to another. He then assisted in swapping the detachable tow bar and getting the customer on his way.
Sam has gone completely above and beyond here and has really lived up to the customer first principals. Top Man Sambo and thank your amazing support.
Nick Moore (left), General Sales Manager, congratulating Lee Broomhead.
Award Nominee, July 2019
We would like to nominate Lee Broomhead for the July Employee of the month.
Lee has only been with us 6 months and the way he has taken on the role of Car Park Attendant has been inspiring. The car park looks amazing every morning when I pull in and is maintained during the day allowing customers to park easily. Lee does this with a great big smile and is so passionate about his role, a real positive member of the team.
I would also like to say Lee’s interaction with customers is also outstanding and if I was met by Lee in the car park as a customer my first impression would be top class.
A worthy winner for me.
Tom Booth (left), Used Car Sales Manager, congratulating Craig Dendy.
Award Nominee, June 2019
Craig has been nominated this month as a worthy winner by the Sales Team. Craig started with us back in 2017 as a Parts Apprentice, then progressing from Service admin has settled into his new role as a Sales Executive for the Used car department. One month into his new role he has dealt a circa of 10 customers already. We have also received great feedback from both his customers and the team and most importantly we have already had CLP returns with some great comments to back these up. He listens to the management team and for someone brand new into this role is already showing signs off becoming a great Sales Executive.
Well Done Craig
David Lindly (right), Head of Aftersales, congratulating Ryan Barnes.
Award Nominee, May 2019
Our May Making it Special award goes to Ryan Barnes. As part of his Level 4 status Ryan regularly speaks with customers with repeat or ongoing concerns. Several of these have the potential to be Red flag s/ buy back escalations. Ryan’s positive and systematic approach to resolving these concerns has assisted in overcoming further concerns. Customer interaction and advice is an area which Ryan can be seen to enjoy and this is growing from strength to strength.
A positive work ethic has Ryan willing to stay late to ensure problematic concerns are dealt with in a timely manner. Team interaction has seen great advancements and a One Team culture is now evident, with Ryan being part of this improving culture. Well done Ryan
Nick Moore (Left), General Sales Manager, congratulating John Bell.
Award Nominee, April 2019
Our Making it Special nomination for April is John, who came to our notice during the end of the refurbishment, he was working as a temporary cleaner at the time. We were so impressed with his hard work and ethos that we employed him the next day. His attention to detail and pride that he shows in making the site looking amazing is second to none. He tackles jobs without hesitation and proactively sees things that need to be done rather than waiting to be asked. The dealership has never looked so great, creating the best possible first impression to all our customers, which is so important to us.
Well done John a very worthy winner OR as we would like to say “The Best Handyman in the World”
David Lindley (left), Head Of Afersales, congratulating Bethany Carver.
Award Nominee, March 2019
We have nominated Bethany for Employee of the Month of March for her outstanding customer service to a customer, who she helped recently. She could easily have ignored this concern, however she went above and beyond to sort out the issue with his on-line service history as per his email attached.
Just a quick note to say that I received wonderful service today from Bethany Carver in your servicing team.Williams Land Rover, Manchester had forgotten to upload details of a service I had done in 2016. Bethany just said, no worries , I’ll call Williams for you and get them to update their bit and then I’ll renter ours and when it’s all done I’ll email you what you need.Two points of note:• Bethany and Guy Salmon 1, Williams 0.•
Well done Bethany.
Hi David,Just a quick note to say that I received wonderful service today from Bethany Carver in your servicing team.Williams Land Rover, Manchester had forgotten to upload details of a service I had done in 2016. Luckily I remembered it was their dealership that did the work and I had a diary entry that showed me the date.They expected me to call you guys back first so you could first remove the 2 subsequent services you had uploaded correctly to the system and then call them back so they could then add back their missed entry. Then I was supposed to call you back again so you could re-load your entries back onto the system. Confused! I was!!Bethany just said, no worries Mr Hilton I will remove them now, I’ll call Williams for you and get them to update their bit and then I’ll renter ours and when it’s all done I’ll email you what you need.Basically where Williams, who had made the annoying mistake in the first place said, ‘I’m afraid you’ve got a problem here’ and then made me do all the running; Bethany just fixed it! (without even being asked.)Worse still when I explained how costly that would have been for me if I hadn’t remembered where I’d got the service done, the employee at Williams just admitted that sometimes when we are busy the service team forget to upload it! ‘We are only human sir’ was her considered reply. WTF!!!Two points of note:• Bethany and Guy Salmon 1, Williams 0.• The move away from physical service books is an abomination and if a reputable dealer like Land Rover can’t get it right what hope do we have anywhere else.Have a great weekend
– Mr Hilton
Simon Robertson, Sales Manager (Right), and The Sales Team, congratulating Ryan Troughton.
Award Nominee, February 2019
We have nominated Ryan who is a new member of our team. His work ethic is amazing and his energy before and during the Evoque event was second to none. We truly believe he went the extra mile in the showroom and the outside display as well, he ensured that the site looked amazing. He also took it upon himself to do a video during the event for social media. He will always take on duties outside his job role with a real passion showing a real desire for customer delight.
Ryan particularly helped one of the Sales Executives out at the end of February, when we got let down by a transport company last minute, so he offered his services to drive a car down to central London, setting off mid-afternoon to deliver a car to the customer on 28th February and not getting home till gone 10pm that evening. He was still here early the next morning sorting the showroom and handover bays out ready for 1st March deliveries.
Well done Ryan
Tom Booth (Centre), Used Car Sales Manager, congratulating Anthony Greenway & Stephen Swann.
Award Nominee, January 2019
We are nominating both Steve Swann & Anthony Greenway for January Employee of the Month for their contribution in helping a customer during the bad weather recently,
As you know the weather had been challenging this January and on this particular morning Sebastian took a call from a customer first thing explaining he was snowed in and unable to collect his new car (he was gutted). Seb came to tell me this and thinking on our feet we decided we would send Steve & Anthony to the customers house (complete with Shovel, Spade & Grit). The boys up for a challenge then spent a good hour digging out the driveway and finally getting the two part exchanges off the drive and back to our dealership with the customer who was delighted as this then enabled him to take delivery of his new vehicle.
Great job boys.
Tom Booth (left), Used Car Sales Manager, congratulating Hazel Kenyon.
Award Nominee, December 2018
Our December Making it Special award goes to Hazel one of our longstanding Showroom Hosts. Hazel has done an outstanding job in taking the lead of managing the new Barista bar and showroom host duties over our busy weekends. She has an extremely professional manner and is always polite, courteous and very willing to help both customers and colleagues alike.
We have had new colleagues join our weekend Showroom team and Hazel has done an excellent job in taking them under her wing and showing them what is required for us to continue delivering an outstanding service to our customers. Although Hazel mainly covers the weekend, she continuously steps in to help during the week to cover any sickness or holidays and we are extremely grateful for her continuous help and support.
Congratulations Hazel.
Richard McKee (right), New Car Sales Manager, congratulating Neil Harrison.
Award Nominee, June 2018
I would like to nominate Neil Harrison for a Making it Special award for June.
A lady with a young baby gained a punctured tyre just past the dealership and was in a little distress with the situation she had found herself in. Neil came to see me and we arranged for a Job Card to be raised and for one of the night shift Technicians to change the wheel with the spare, allowing the lady to continue with her journey home.
When Neil came back into work on the following Monday there was a Card Thanking him and the Technician and she had also kindly left them some beer to share.
Wording from Thank you card:To My Savior’sThank you so much for helping me, I cannot express how much I appreciate what you did for me, it was extremely kind of you both.Take Care.
Well done Guys
Julie Ripley (right), HR Administrator, congratulating Craig Humphries.
Award Nominee, May 2018
We would like to nominate Craig Humphries for our May award. Craig only joined the team in February this year, initially as a temporary Car Park Attendant but he stepped up to the job immediately and has now been made a permanent member of our team.
Craig has done an outstanding job in managing the car park, ensuring spaces are available for customers during an extremely challenging period, leading upto the move into temporary premises and he has done a terrific job implementing the customer valet service which eases the pressure on customer parking during our dealership refurbishment.
Congratulations Craig.
Julie Ripley (left), Business Administrator, congratulating Sam Britland-Jones.
Award Nominee, March 2018
Going the Extra Mile… on his bike!
A customer’s vehicle had broken down and Sam received a call from the customer asking about his replacement vehicle as he was going to struggle without one. Sam took some details from the customer and said that he would have a car allocated to him within an hour (customer laughed at that and said that he had heard that before) 10 minutes later a car was assigned them. However, the customer was unable to get to us, so Sam suggested that he would drop off the loan car to him, if the customer would give him a lift back. Unfortunately the customer was going out for the evening so Sam said that he would still drop off the car but bring his bike in the boot and ride home as he could only do this after he had finished work.
The customer was delighted with the customer service provided and Sam cycled 12 miles home.
Nick Moore, General Sales Manager (Left) Jason Emanuel (Right), Head of Business, congratulating Guido Studinger.
Award Nominee, February 2018
Our February nomination is Guido Studinger. Guido is new to the business, but that has not stopped him from going the extra mile in making sure that the customer car park has always got plenty of spaces and the staff are collected in time for work from the staff car park. Even during the storm that was ‘the Beast from the East’ in February, Guido was out braving the blizzards gritting the car park and defrosting customer and staff cars, making the site safe for us all to use.
We are currently undergoing our refurbishment and Guido is also tasked with juggling the new and used car stock back and forth to the offsite compounds and squeezing the back compounds to their limit. He can be found still working till late into the night after everyone has gone home just so our customers can park with ease the next day.
Thank you for your outstanding commitment to our customers and the team!
James Edwards (right), Aftersales Manager, congratulating Teordora Costea.
Award Nominee, January 2018
We would like to nominate Teodora Costea for her outstanding work as our Breakdown Customer Service Advisor, she deals daily with customers who are usually are not the happiest of customers (due to breaking down), Tia deals with a large number of breakdowns due to our position near to the M6 and we never have any complaints from her customers and recently received the following compliment from a customer:
Good evening Steven, I’m writing to you in total appreciation of how your service breakdown Advisor Teodora Costea dealt with my ongoing breakdown of my new Land Rover Discovery 5. The problem has yet to be resolved, but it’s the way she showed so much compassion and genuine respect to my personal loss of mum by meeting me with a flower arrangement when I came to collect my Land Rover. I would ask you recognise and pass my genuine appreciation to Tia.
Tom Booth (left), New Car Sales Manager, congratulating John Underhill.
Award Nominee, December 2017
John had sold a used Range Rover to a customer who lived in Buckinghamshire. The customer was a frequent commuter from the south so was not put out about collecting the car, unfortunately, due to issues with the preparation of the car the handover had to be delayed so the customer came up as planned on the 8th December to view the car but took our demonstrator away with him. When the car was ready John was away from work on annual holiday leave and knowing how excited the customer was about wanting the car before Christmas took it on himself to come into work collect the car, then drive all the way to Buckinghamshire setting off a 3am to meet the customer at his home address before he set off to work for 7am. John completed the full handover at the customer’s address and drove the courtesy car back to the dealership whilst officially on holiday. The customer was delighted by the commitment John had shown and was extremely happy with his new car.
Well Done John!
Steve Mckenzie
Award Nominee, November 2017
Steve is always willing to go the ‘Extra Mile’ and always happy to go and see a customer at their house if needed to rectify any concerns. A recent example of this comes from a customer’s feedback which we received.
Following on from a customer’s car been in for a service, he noticed that the Service warning light had come on and emailed Nina on Sunday. The next day he received the usual courtesy call asking if anything was ok. He explained about the light and within minutes received a call from Steve saying that he would be out to the customer that evening with laptop and tools to fix the service light. The customer informed us the following day that a smashing fella (don’t know his surname), but he comes from St Helens been with the company a number of years, really nice fella, helpful and apologetic, sorted the service light… well done to him, and what a great ambassador for Guy Salmon Knutsford.
Steve McKenzie (left), Workshop Operations Manager, congratulating Sharzly Malata.
Award Nominee, October 2017
Sharzly last week had a customer, Mrs Batman in for a replacement part, she decided to wait for the part to be fitted as it was not going to take long. Whilst the technicians replaced the trim they found that the part had arrived incorrectly. Sharzly quickly found a solution and advised Mrs Batman of the circumstances and made her aware that he really wanted to get this resolved within one visit to save further inconvenience and suggested that she took full advantage of our voucher offer that we have with a hotel next door.
Whilst dropping Mrs Batman off at the Hotel he noted that Mrs Batman was low on baby milk, so he took the initiative to purchase some baby milk with his own cash and delivered it to Mrs Batman whilst she had her lunch. She was over the moon with this and was soon on her way home with trim fitted and a happy baby, later on in the day her husband called to thank Sharzly for all his efforts.
Sharzly demonstrated that you can still exceed a customer’s expectations when all odds are against you. Well done Sharzly!
Beth Tyler-Smith
Award Nominee, September 2017
Beth has become a consistent top performer in the After Sales department since completing her Graduate Programme. During the month of September, she covered for Teodora’s breakdown team; whilst also meeting with the Sales department on a daily basis to make sure all commitments were made and September customers were not let down.
She is a credit to the Group.
Well done Beth!
Chris Weinling (right), Aftersales Manager, congratulating Janine Gleeson.
Award Nominee, August 2017
Upon return from annual leave, Janine voluntarily took on extra duties throughout the remainder of August and along with her colleagues ensured that a high level of customer satisfaction was maintained during a particularly busy period when the department was short staffed. In addition to this, Janine ensured that she also maintained the post service contact score ahead of the national average and region.
Well Done Janine!
Kaylea Hodson
Award Nominee, July 2017
Kaylea is a worthy winner of July’s Employee of the Month. Not only is she consistently the life and soul of any Guy Salmon Knutsford event. Throughout July she decided to come and re-join the Service team in their hour of need on a short-term basis making outbound bookings to relieve the pressure on the two new reservation executives. Kaylea’s vast experience in this area from her previous role was invaluable in ensuring the Aftersales department continued to meet its retail sales objectives. She also took time out of her busy life supporting the Used Car team to pass on her knowledge and experience to the new members of the service team. Kaylea showed true Sytner one team spirit and we are extremely lucky to have her.
Well done!
Sam Smith
Award Nominee, June 2017
I would like to nominate Sam Smith for employee of the month. Sam is now 6 months into his role and I have to say early days are telling, we might just have a superstar on our hands.
Sam has sold 92 new cars YTD and is by far best performing new car sales executive. You have heard of the saying ‘the early bird catches the worm’, let me tell you this young man is in at 8.00am every day, if not even earlier, and he is the first to come and see me to ask if there are any fresh enquiries. His thrust for seeking out his next sale is infectious and more importantly than anything else he delights his customers and we continue to see amazing feedback from his customers on a weekly basis.
28 returns YTD with 21 scoring a 10 of which 14 were Gold Stars, 6 returns scoring a 9 and 1 return scoring us an 8. Outstanding job! Sam is also a very liked member of the team and his bubbly positive can-do attitude will take him to a great place in the future.
John Burgess & Richard Dingle
Award Nominee, May 2017
Our Service Drivers, John & Richard regularly work additional hours and in order to further improve processes even suggested starting early each morning to fuel and prepare the Service customer loan cars. Nothing is ever too much trouble for them to the point that they will work whatever further hours are required without complaint to ensure an outstanding customer service is always delivered. Furthermore, Richard gave up a Saturday to come in and deliver a new car customers’ vehicle back to him which was a 90-mile round trip! John is just as dedicated and will happily work late to make certain customers have their cars back whatever the late hour! Their outstanding attitude plays a vital part in ensuring Guy Salmon Land Rover Customer Service is second to none!
Julie Ripley
Award Nominee, April 2017
Julie plays a crucial role in the Dealership, in particular, supporting all of the Management Team in their day to day tasks. In addition to this; organising all the dealership activities often in her own time, ensuring staff, their families, as well as customers, enjoy the best experience ever.
On top of all this Julie still manages to find the time to ensure customers in the showroom are being looked after.
Our Superhero we love you, Julie.
Heather Coleman
Award Nominee, March 2017
Heather has done an incredible job over the last month with the volume of cars she has sold and delivered in March. During this extremely busy time, Heather committed herself to ensuring each and every one of her customers were looked after to the highest possible standards.
Heather delivered the second highest volume of units in the department whilst achieving the highest volume of CLP returns with each return being either a 10 or Gold Star, an achievement to be incredibly proud of! In addition to this, she also made certain that many of her customers still received a special handover completing an outstanding experience when collecting their new car and thus ensuring the end to their journey with us was the best it could be. Last but not least, Heather also managed to sell the highest volume of cars this March!
Aidan Gilhooley
Award Nominee, February 2017
Aidan’s attitude is absolutely impeccable. This month after training at The Academy all week he came in to drop his courtesy car off then ended up replacing brakes for a customer who needed their car as soon as possible. He frequently stays behind to ensure cars are complete and can be delivered back to the customer. He really deserves to be recognised for his attitude to work. With these characteristics as an apprentice and taking these forward to a qualified technician in three years’ time can only bode well for the future of the department and The Sytner Group.
It’s a pleasure to have him as my colleague.
David Hamman
Award Nominee, January 2017
Dave stayed late one evening and went above and beyond to deliver a vehicle to a customer that was running very late. He gave up more than two and a half hours of his own time in the evening without being asked to, ensuring the vehicle was repaired to the customer’s satisfaction.
Dave went one step further and even physically showed the customer under the car to show him the reasons why the repair took so long which the customer was very impressed with. Another important reason for the nomination is with our current shortage of Master Technicians, Dave has stepped up internally and has put himself forward to become a Master Technician and is spending most nights at home studying new products and technologies to ensure that he gets there as quickly as possible.
Aidan our most recent Apprentice is also thriving under Dave’s 35 years of experience and really enjoys working with Dave.
