Sytner JLRS Division
Dyane Compass (right), HR/BA Administrator, congratulating Joanna Brumstead.
Award Nominee, January 2025
Jo has been with the company for 25 plus years and has loved every moment of the role. Jo is an outstanding role model to new employees from any department, especially the Reception team, as she always maintains professionalism, places the business first at all times, relishes conversations with the clients, who she may recognise upon a visit to the dealership.
The clients always give Jo a glowing comment any chance they can. Jo is always willing to to help anyone in need.
Jo covers shifts when numbers are low and comes in earlier than needed when we may have visitors on site to prepare.
Thank you Jo, for your continuous service and your joyful smile.
Roman Zawadzki (right), Head of Sales, congratulating Georgie Farrow.
Award Nominee, December 2024
Georgie created a wonderful event for the sales team, for secret Santa. Georgie made the event so special that she came in on her day off and other sales colleagues also came in on their day off to take part.
Georgie had music, Gregg’s breakfast and juices (laid out beautifully) which she arranged and picked up by herself, games and amazing pressies for the team. Well done Georgie.
Duggie Sarris (left), Aftersales Manager, congratulating Richard Pitt.
Award Nominee, October 2024
Going above and beyond to assist in all other sub departments in Aftersales to deliver the October result!
Frank Kinner (left), Service Reception Manager, congratulating Zuber Chaudhry.
Award Winner, September 2024
Zuber has had some outstanding results, he has had 34 promotors with 18 gold stars in a month where we had up to 3 other advisors absent at various times. Well done Zuber we are so appreciate your hard work and effort.
Duggie Sarris (left), Head of After Sales, congratulating Darren Gibson.
Award Nominee, August 2024
Darren is always the first to dedicate himself for extra hours, ensuring the clients needs are met and they are happy with their service.
Darren will listen and communicate effectively with the clients, he will leave the workshop and meet with customer within the showroom, to reassure them that all has been personally checked bespoke to them.
We are especially grateful in having Darren on our team, thank you Darren for all you do.
Joshua Bailey (right), Business/Retail Manager, congratulating Jacky Hannan.
Award Nominee, July 2024
Jacky has devoted her time and effort to support all departments, support Bristol at month end, and to complete her focus and dedication, Jacky has worked on the Sales department debts on iPace exchange.
We are very grateful for her determination to the company.
Trevor Wale (left), General Manager, congratulating Rachel Clarke.
Award Nominee, June 2024
Rachel has gone above and beyond the call of duty for our Parts Department, preparing for the stock take…we really appreciated her support and dedication.
Gary Button (right), Head of After Sales, congratulating Richard Pitt.
Award Nominee, February 2024
Richard was chosen quite easily, as he is always there for everyone and when asked to help, his effort and commitment is second to none. Each department appreciates Richard in all he does and more.
Rachel Clarke (left), Accounts Manager, congratulating Elisa Bela.
Award Nominee, January 2024
Elisa Bela has been nominated for all her help and support in doing parts verification during the challenges they are having.
Well done Elisa.
Roman Zawadzki (left), General Sales Manager, congratulating Thomas Heald.
Award Nominee, December 2023
We had to register roughly 15 cars at the end of December as requested by Sytner Head Office, these require the InControl telematics setting up for each vehicle to an account that we can monitor here.
Each car takes about 20 minutes each to set up, Thomas spent most of Saturday 23rd here setting these up so that we had full compliance before the end of the year, as we get monitored on these.
The fact he took this precious time out just before Christmas when he didn’t need to really demonstrated a “can do” attitude to help the wider team.
Frank Kinner (left), Service Reception Manager, congratulating Laura Thomas.
Award Nominee, November 2023
Laura had 19 service VOC response and 9 gold stars giving her a 94.74 VOC score, she has really given everything to delighting her customers.
Well done Sophie!!!
Gary Button (left), After Sales Manager, congratulating Frank Kinner.
Award Nominee, October 2023
We are nominating Frank due to his hard work and commitment to customer service and the team commitment.
Conducting interviews on his Saturday off and he is the last out most evenings, he also led the team to an over national average VOC for October.
Bev Muston (right), Body Shop Manager, congratulating Christa Fisher.
Award Nominee, September 2023
Christa is a hard worker, dedicated, kind and willing person. Christa has repeatedly shown how to go over and beyond within our Bodyshop department. Christa’s supervisor was away from the business for a while and she has maintained stability and motivation within the team during his absence.
Thank you Christa for being you.
Seth Turner (right), Sales Manager, congratulating Leigh Slater.
Award Nominee, August 2023
Leigh has been supporting the team with opening up our dealership super early, getting prepared for the smooth running of the day.
Also Leigh has been extremely helpful to Rhys (Trainee Sales Executive) with being organised, for his customers experience of handovers.
Thank you Leigh, we see you and are truly grateful.
Trevor Wale (left), Head of Business, congratulating Aaron Geary.
Award Nominee, July 2023
From the beginning when Aaron started with us in December 21′, he has been totally committed to his role. Aaron works very closely with our H&S Officer and ensures a smooth operation of our dealership’s service. Aaron is always willing to help with building issues and ensure all equipment is well maintained, functionally and safe for customers and all his colleagues.
We all acknowledge Aaron and wanted to demonstrate our appreciation by ‘Making him Special for JULY’!!!! A BIG THANK YOU!!
Well done Aaron, most deserved.
Frank Kinner (left), Service Reception Manager, congratulating Lauren Harmon.
Award Nominee, May 2023
Lauren who has had an outstanding VOC month in May with scoring 100% with 6 Gold Stars.
As well as that, Lauren spent more than 7 hours on the phone on the last day of the month telephoning customers of her own and her colleagues to stimulate responses to the JLR survey, successfully turning around our VOC score to ensure we remain above National Average.
It showed a huge commitment to the department and business overall.
Roman Zawadzki (right), Head of Sales, congratulating Hannah Cocliff.
Award Nominee, April 2023
Hannah is in the final stages of her Apprenticeship but she has taken over some of a leavers customers to handover.
At the end of April, Hannah assisted a Mr and Mrs Allison who had ordered matching new Jaguars (F-Pace and F-Type), she turned the experience around for them had them both side by side in the showroom for collection and the customers were delighted with the experience and Hannah turned what was a negative customer impression into a really happy customer handover and she really cared for the customers.
Nick Lake (left), Head of Used Car Sales Manager, congratulating Carl Summersgill and Rhys Pelling.
Award Nominee, March 2023
Carl and Rhys made our ‘Making it Special’ this month, due to transporting Northampton College’s team to an event of F1 in schools competition. They needed picking up from Northampton College and taking to Boston College in Lincolnshire (160 miles all round trip) at 6am, in an I Pace and a 130 7 seater Defender, (six selective students and four teachers) in style and comfort.
Thank you so much for your commitment and willingness to be so kind.
Roman Zawadzki (left), Head of Sales, congratulating Bonnie Dodman.
Award Nominee, February 2023
The main reasons for Bonnie’s nomination was down to her working tirelessly ahead of our successful midnight handovers for 1st March and also the 48 new cars that we delivered on the day of the 1st too.
During the peak of February we had 123 sold new cars on site that she co-ordinated with her team over the month of February and the customer feedback and comments from the new car sales team are very complimentary of Bonnie and her team.
On multiple occasions throughout February and in March she has worked very late to ensure that the customer experience for handovers has been exemplary, whilst the preparation role is headed up by Bonnie she has gone beyond her working hours and her normal area of responsibility to ensure a very smooth and successful March handover period.
Roman Zawadzki (left), Head of Sales, congratulating Carl Summersgill.
Award Nominee, January 2023
Carl very kindly offered to collect a customer for a handover (Mr Gerard Franklin), who lives in Cheshire and didn’t have a vehicle to drive down with.
Gerard Franklin had sent an email to Trevor Wale, Head of Business, Darren Edwards plus some JLR Directors regarding the fantastic experience he received from us and when I met with him on handover he was full of praise for Carl’s manner and his customer service.
Mr Franklin is a customer who I have dealt with for many years, and someone who has very high standard for customer service and professionalism so I feel this is high praise indeed!
Trevor Wale (left), Head of Business, congratulating Richard Pitt.
Award Nominee, December 2022
We have nominated Richard for December’s Making It Special for his kind gesture to all team members at Northampton by offering a vehicle check for the winter period. This involved a free check over of staff vehicles whilst at work, looking at their tyres, all levels under the bonnet and advise if anything else was needed.
This has been highlighted across the dealership of how kind and thoughtful Richard is, to offer this to all his fellow work colleagues.
Gary Button (left), Head of Aftersales, congratulating Fatooma Farax.
Award Nominee, November 2022
Fatooma received a wonderful recognition for customer service, thank you for providing a customer with ‘The best Land Rover service experience received in the 9 years and 3 cars owned since 2013’.
Well done, Fatooma and thank you for all your hard work within the Service Department.
Gary Button (right), After Sales Manager, congratulating Nick Bates.
Award Nominee, September 2022
Nick has grown and developed over the time he has been with us. Nick has recently used his knowledge and experience and taken another colleague under his wing to support his growth and development in the team.
Well done Nick, we are all so proud of you.
Roman Zawadzki (left), Head of Sales, congratulating Jaideep Bindra.
Award Nominee, August 2022
Our nomination for August Making It Special is Jaideep from the Service team who has been a huge help and support in the drive through for everyone each morning over the past 2 weeks.
He welcomes every customer with a smile and is always ready to go, no job is too big for him.
We thank you so much with your huge heart.
Gary Button (left), Head of Aftersales, congratulating Lester Cann.
Award Nominee, July 2022
Lester Cann is so helpful in the Service department, every morning during check in. He is here with a beaming smile on his face every day – ready to greet customers from before 08:00am!
He is so attentive to each customer, he is kind and caring to employees too and we are very grateful to have the support from a team member from another department.
A true representation of One Team. Well done Lester:-)
Trevor Wale (right), Head of Business, congratulating Rob Adkins.
Award Winner, June 2022
Our June Making It Special nomination goes to Rob for his annual fundraising with his family, this year it was in aid of the Talbot Butler Cancer Ward at Northampton General Hospital.
The weekend consisted of hosting, selling and delivering homemade afternoon teas for family, friends and more, all from his parent’s house. They also hosted a Tombola along with a raffle!
They were hoping to match the amount they raised last year, however they did even better and raised a staggering amount £5,350. Well done Rob!
Gary Button (left), Aftersales Manager, congratulating Megan Knight.
Award Nominee, April 2022
‘The service team have had tough times recently being very short staffed and Megan has been so much support. Megan’s wealth of knowledge is incredibly beneficial and her helpful and can do attitude give the team the confidence they need. Megan has gone over and above her normal duties, and has even seen out a customer or two to support. Megan has supported me as a new starter in a new role/new dealership, of which I am very grateful.
Megan is like the mother of the team, with her patience, knowledge and guidance for this service department.
Megan has shown true Sytner qualities and traits and we are very grateful for her help, love and support.
Thank you Megan for all you do and have done, we appreciate you.’
Roman Zawadzki (left), General Sales Manager, congratulating Neil Sidebottom.
Award Nominee, March 2022
Our nomination for this month is for Neil, who even during a busy time for us all, went above and beyond to support his colleague, Neil kept in touch, checking in with them, offered advice and support. A great example of looking out for a colleague!
Jessica Sawbridge (right), Customer Relations Manager, congratulating Nick Bates.
Award Nominee, January 2022
Nick has been a great example of customer care for Jaguar Land Rover as he has shown consideration along with thoughtfulness to a complaints customer. Nick visited the customer on his way home to help with a diagnosis.
Well done Nick for simply always being you, we really appreciate you and all you do for us!
Trevor Whale (left), Head of Business, congratulating Dyane Compass.
Award Nominee, November 2021
We are nominating Dyane for this November’s Making it Special award, with the relocation to the new site Dyane has had to be all things to Guy Salmon Northampton and host and facilitate several large Divisional and manufacturer meetings which takes a lot of planning. Dyane still finds the time to spend time with every colleague that needs a friendly ear and is a great support to the entire management team.
Rob Adkins
Award Nominee, June 2021
Each year, Rob and his family take a day to fundraise for a different charity. This year they chose the Heart Centre at Northampton General Hospital who have looked after loved ones of theirs and ours over the years.
The Adkin’s family conducted a raffle, provided afternoon tea in the garden serving over 90 tea’s and a further 80 were collected and delivered – all COVID safe of course! In total the Adkin’s were delighted to celebrate that they raised £3,200.00 in total – absolutely amazing efforts and dedication. Even a member of our team at Northampton won a prize on the raffle!
The hard work and dedication of Rob and his family meant they could raise such a fantastic amount and the team here very much look forward to supporting the family year after year with their fundraising.
Rob has also been a huge part in our move to our new site. Rob has dressed the showroom displays, helped the Customer Experience Manager dressing shelves in the handover bays along with the barista bar. During this period, he has always been a positive and happy face over what has been a VERY busy week for everyone.
Rob’s consistent can do attitude and humble helpfulness is something that the whole team at JLR Northampton appreciate. Thank you Rob.
Neil Sidebottom
Award Nominee, May 2021
We are nominating Neil Sidebottom for May’s Making it Special.
Neil gave up his own time in the sunshine last week to help Cynthia Spencer fundraising in Northampton.
At Northampton, we work with Cynthia Spencer on a number of occasions supporting the local Hospice charity. Cynthia Spencer provide a range of different care to those with life limiting illnesses. We fundraise for the charity and are recognised as one of the many local companies they work with to assist with the running costs of the hospital.
Neil truly has a good heart to give up his day off to work with the carers to support in fundraising. A true act of selflessness from Neil, which we recognise as really making it special.
Well done Neil!
Malcolm Humphries (left), Service Manager, congratulating Seb Hall.
Award Nominee, April 2021
Our nomination for April’s Making it Special is Seb Hall, Service Advisor.
Oli received feedback from Luke at Jaguar Land Rover Executive Office recognising Seb for his great efforts in assisting with a challenging customer case. Seb had set out realistic expectations to the customer after parts were on back order for over a month. Once the parts had arrived Seb managed to turn around the work in a day, organised delivery of the car back to the customer directly and avoided any further upset for the customer.
An incredible example of under promising and over delivering, which meant the case for JLR could be closed with ease.
The customer was thrilled to have his car back for the weekend and Seb really did go the extra mile for him. It is always great to have feedback received via the brand!
Well done Seb!
Jeremy Brittan
Award Nominee, March 2021
For Guy Salmon Northampton’s Making It Special for March, we are nominating Jeremy Brittan, one of our Drivers.
Jez is the epitome of delighting our customers, and our colleagues. Jez can never do enough for us as a team, consistently going above and beyond to do his utmost in all situations. Along with working out of his normal hours, leaving his house at 06:00am to be with a customer at 09:00am to collect their car, he also makes everyone, from the Valeters to Accounts smile every day. His can do attitude and smiley demeanour is a breath of fresh air and makes a difference to everyone’s day.
Jez truly goes above and beyond for our customers, and ensures that if he is delivering a car back, he knows the full story so that the vehicle delivery is still a part of the customers experience and journey with us. He brings our Sytner practises into everything he does, and truly has a customer first attitude, every single day.
Michelle Howe (left), Aftersales Manager, congratulating Charley Watts.
Award Nominee, July 2020
Our July Making it Special goes to Charley for her outstanding level of service and attention to a recent customer who had struggled getting a resolution for their vehicle issue at their local retailer. The customer emailed in the lovely feedback below:
Charley has been helping me with regarding my vehicle. The vehicle needed to be rejected, however, Charley has been fantastic liaising with the dealer I purchased the car from, informing them clearly and eloquently the details of the vehicle inspection carried out by your service centre at which Charley was my advisor.
Charley has been attentive and engaged throughout the past week and taking a genuine interest to ensure the process is no more painful than it needed to be even though there is no real gain for her or Guy Salmon. This shows clear commitment to her career with Sytner and a visible care about the JLR brand. She’s a credit to Sytner group, to Guy Salmon Northampton and to Jaguar Land Rover. I hope Charley has a fruitful career at Sytner. If all JLR dealerships had a Charley, our reputation as JLR business would increase massively.
Steve Hunt (left), Sales Executive , congratulating Steve Hunt.
Award Nominee, February 2020
Our nomination for February’s Making it Special is Steve Hunt for going above and beyond with a customer who broke down and made his experience as stress free as he could.
An elderly gentleman, in his 90s with Parkinson’s had a breakdown nearby. Steve grabbed a jump pack to see if he could get the car restarted and moved out of the way. They then stood in a second hand appliance shop near where he broke down for 30mins, trying to organise the situation with the Service Manager.
Steve called the AA, but they said they couldn’t get anyone out to see him until 8:30pm
Steve then brought him back to the dealership, got him a coffee to settle him. In the end the AA got to him at 7:15pm and Steve was going to give him a lift home. Steve dropped the customer and got back to his home at 9:15pm that evening, unfortunately the customer didn’t say thank you. But we believe this was certainly going over and above and we thank you Steve for your help with this situation and Will for your support also.
Michelle Howe (left), Aftersales Manager, congratulating Joe Lewis.
Award Nominee, January 2020
Our nomination this month goes to Joe, who’s recently transferred from Land Rover to Jaguar and has taken everything in his stride and is a valuable asset to our team! Here are some examples of Joe’s great customer service:
Joe resolve a customer’s query, he managed to have the issue resolved by replacing a sim card reader and then spent time with the customer demonstrating how to use it, which the customer was extremely pleased about.
Once customer travels long journeys with her children and needed the in car Wi-Fi to work, Joe cracked the case and managed to turn her around from the original hot spot customer that she was before. He went through the repair in great detail, allowing the customer to ask any questions and assuring them that he would not let a vehicle offsite if he had any doubt that it was not repaired.
David Cooper (right), Used Car Sales Manager, congratulating Jeremy Britten.
Award Nominee, December 2019
Our December nomination is our Sales Driver, Jeremy who has excelled in is role and has been able to help in multiple ways across the retailer.
Most recently Jeremy has organised off his own initiative to spend two consecutive days with a new external valeting team to explain the standards we expect and the varied duties involved.
Being a Valet Team Leader in a previous role, he knew he had the knowledge and skills to make sure that the new team would be set up for great success.He made sure they knew what’s required to keep the Approve Used pitch looking at it’s very best, the new showroom cars pristine, and the highest levels of attention to detail to ensure perfect handovers!
Jeremy has made it special for so many customers by ensuring our standards of valeting are at their very best.
Oliver Mann (left), Head of Business, congratulating Sam Ireland.
Award Winner, November 2019
Our November Making it Special nomination is our Apprentice Technican, Sam Ireland.
Whilst out on a road test Sam noticed a vehicle and smoke in a ditch on the A45. He took it upon himself to pull up behind and check if everyone was alright.
He found two elderly people still in the vehicle in complete shock. Sam managed to safely get them out of the vehicle and waited for an Ambulance and police to arrive. The car could have gone into flames and the elderly couple may not have been able to get out.
A brilliant example of going above and beyond and hero initiative…
Michelle Howe (left), Aftersales Manager, congratulating Heather Patzke.
Award Nominee, October 2019
Heather Patzke, Service Administrator is this months’ Making it Special Winner. She went the extra mile last month by taking on Sales Preparation to ensure that our customers got their new vehicles on time. Heather’s help coordinating the technicians to get through the sales work has meant that customers have not been effected or delayed. She has managed to do all of this, whilst still managing her own job responsibilities in her role and mentoring new starters in the Aftersales department.
Heather’s positive can-do attitude, has made an instant impact to the department and have managed to get through the outstanding work, communicating to the relevant parties to ensure delivering a great level of customer focus.
Heather is going to be starting a new role in November as Service Advisor, which we wish her every success with. Well done Heather!
Lee Mayne (left), Aftersales Manager, congratulating Joe Lewis.
Award Nominee, September 2019
Joe Lewis, is this months making it special winner, going the extra mile to give our customers a great experience, here is a few examples.
I want to congratulate the actions of one of your technicians at the Northampton branch. His name is Joe. I have had the car for two years and since purchase there was a buzzing from the speakers on certain frequencies. Last year, during the service the technicians located a faulty speaker and replaced it. During the service this year, Joe called me so that I could describe exactly what was happening and when. ………………….. I believe that this is entirely due to Joe going the extra mile and taking the time to fully understand the issue.
Hi Guy Salmon Northampton team had my jaguar I pace in with a few problems last week which is now all fixed just wanted to mention the fantastic 5* service we had from Coral at the service desk and Joe the technician very very helpful and friendly as always.
Well done Joe.
Michelle Howe (left), Aftersales Manager, congratulating Luke Oakley and Dani Buckley.
Award Nominee, August 2019
This month we have joint winners Luke and Dani, who Made it Special for one of our customers, who had their Range Rover Sport recovered into us earlier in the week. His car was delivered back to him on Friday, ready for his summer caravan holiday. Unfortunately, during Saturday and on his way on holiday the customer called to advise his vehicle had broken down again. As there were no drivers available on the Saturday, Dani arranged a replacement vehicle and travelled to where the customer’s were in Lincolnshire’. Luke went along with Dani to see if he could fix the issue and whilst he could not, the customer was really pleased with their efforts and with their help, managed to avoid a further delay to their holiday.
Well done Dani and Luke, great teamwork!
NB: Dani’s not pictured as was with customer.
Richard Pitt (right), Workshop Controller, congratulating Kevin Johnson.
Award Nominee, July 2019
Kevin Johnson is July’s Making it Special Winner. For the past year Kevin has mentored Shannon our new apprentice at Jaguar. Earlier in the year he also volunteered to help at Land Rover and is mentoring Sam one of our 3rd year apprentices, who has added to his knowledge and has improved upon his grades, with the help of Kevin.
Kevin is a great credit to the Guy Salmon Northampton team and helping bring on our future technicians. Great Work Kevin, we’re happy to have your support at both teams.
Sue Kightley (right), Accountant, congratulating Susie Packman.
Award Nominee, June 2019
This month’s winner for the Making it Special Award is Susie Packman. Susie has been covering additional hours including weekends to ensure that not only Land Rover Admin is covered but also Jaguar’ admin as well. Susie has proactively worked later to make sure that the accounts match with the latest orders and are kept up to date. Whilst ensuring she is supporting the whole admin team to get through each month. She is always first to offer to help and has really made a difference.
Well Done Susie, keep up the good work!
Martin Smart (left), Parts Supervisor, congratulating Fraser Allan.
Award Nominee, May 2019
Our nomination for May is Fraser Allan, Parts Apprentice. Fraser was originally employed as a Parts Apprentice for Jaguar, however for the last few months he has been supporting the team at Land Rover and has already made a huge impact on efficient and speedy picking of parts supplied to technicians. He has been excellent at supporting new parts processes and is always willing to step in and work late without any notice to support the needs of other colleagues and does so with a smile on his face.
His can-do attitude, positivity and energy is infectious to the team and supports our Team ethos. Well done Fraser, great work!
Jessica Sawbridge (left), Customer Relations Manager, congratulating Ellie Banister.
Award Nominee, April 2019
Our nomination for April is Ellie Banister who has worked independently through a lot of days recently and has continued delivering excellent levels of service throughout. Feedback was received from a customer who was clearly delighted
I just wanted to feedback to you what I lovely customer experience I had yesterday while my car was being serviced. (I always intend to give feedback when customer service is good but rarely get round to it!). The welcome on arrival was exactly as it should be, coffee served immediately and the Service Department informed of arrival. Taxis to town and back efficiently arranged by the smiling Ellie and a welcome coffee and selection of magazines presented by her on my return. Altogether a very pleasant morning, making the task of having the car serviced so much less tedious.
This is fantastic feedback Ellie, keep you the great work.
Oliver Mann (right), Head of Business, congratulating James Tipping.
Award Nominee, March 2019
We nominate James Tipping for this months Making it Special Award. Having joined in February and only having a couple of weeks to get into his new role, he managed to turn around the preparation for over 250 cars for Jaguar and Land Rover to be delivered in one of our busiest months.
He has changed and implemented new processes, brought a new team together and managed everyone’s expectations. James wasn’t afraid to get stuck in and work late to ensure no customers were let down. All the cars delivered in March for both brands, James had a part in organising and managing the preparation to ensure every customer was delighted with their new vehicle. We can already see improvements to the process and looking forward to seeing how the preparation department develops over the coming months.
Well done James, great start and keep up the good work!
Tim England (right), Workshop Controller, congratulating Sean Brooksbank.
Award Nominee, February 2019
Our nomination for February’s making it special is Sean for helping a Land Rover customer with a breakdown on the side of the road on his way home in the evening. We received a phone call the following day from the customer who explained what had happened.
He was driving from Wellingborough on the A45 when his tyre burst. He had managed to get his car on the central reservation and called the police, on two occasions but still no sign of anyone and he was stranded. At this time Sean from Guy Salmon Land Rover who was passing, spotted the customer pulled over to help. He managed to get the customer to a safer place and fitted a new tyre so that he could continue his journey. The customer was so grateful and very thankful that someone had taken the time out of their day to help someone in need and how wonderfully it reflects on Guy Salmon Northampton.
This is a true example of Making it Special and going over and above for a Land Rover owner and hopefully he will think of us going forward. Well done Sean.
Oliver Mann (right), Head of Business, congratulating Victoria Berwick.
Award Nominee, January 2019
We have received some fantastic feedback regarding Victoria Berwick and the experience she gave one of our customers. Vicky had volunteered to do the Collection and Delivery for him and upon collecting his vehicle, found that it was his Mother’s who had recently passed away. When Vicky returned to the dealership, she had arranged a card to be signed.
Vicky was very nice and she couldn’t do enough to help, she was very pleasant and is a credit to the team. The whole family really appreciated the card that Vicky wrote and said it was a lovely gesture.
Well done, Vicky keep up the good work.
Richard Pitt (right), Workshop Controller, congratulating Kevin Johnson.
Award Nominee, December 2018
Our Nomination for December is Kevin Johnson at our Jaguar retailer
Whilst Richard, the Workshop Controller was off on annual leave Kevin stepped in to help. He did a fantastic job managing the workflow in the workshop. He made sure the technicians got through all the work working efficiently, so that the customer’s cars were ready in time and was able to keep the service advisors well informed.
Well Done Kevin, fantastic effort.
Lee Mayne (right), Aftersales Manager, congratulating Jordan Coleman-Dear.
Award Nominee, December 2018
Our December nomination for the Making it Special award is Jordan Coleman-Dear.
Jordan contacted our local Hospital, Northampton General to see if we could donate gifts for the children who would be spending Christmas there. He set about asking Guy Salmon colleagues if they would bring in toys for younger children and these combined with some Land Rover goodies managed to get a whole boot full of donations plus lots of Land Rover childrens’ rucksacks and teddy bears. He delivered the gifts to Northampton General and the staff and children there were so grateful.
Well done Jordan for organising and supporting a local worthy cause.
Lucy Cornwell (left), Service Manager, congratulating Bronwen Mancelli.
Award Nominee, November 2018
We would like to nominate Bronwen Mancelli for November’s Making it Special.
Bronwen has recently transferred from Showroom Host to Service Administration and thriving in her new role. She has always helped the reception team but even in her new role makes sure that she is taking calls and seeing customers regardless of how busy she is, both professionally and confidently.
She continues to go over and above with customers, Mr and Mrs Page came in the other day, who had previously bought from us and you could tell that she made them feel well looked after and even laughing and joking with them. They were so pleased with the service that she gave and how welcomed she made them feel.
Well done Bronwen, fantastic start!
Lee Mayne (left), Aftersales Manager, congratulating Joe Lewis.
Award Nominee, November 2018
For November we would like to nominate Joe Lewis.
We recently have had new Apprentice Jack start with us in October and this is the first time that Joe has been a mentor. Since Jack joined, we can see that Joe has grown in confidence, really explaining the details and repairs of why we do things in certain ways. This has enabled Jack to learn which has been brilliant to see and we know Jack is really happy as well.
Not only has Joe been a great mentor and a support to Jack, he is spending time with customers to make sure they are happy with advice given. Mr McCulloch came in and Joe took the time to explain the corrosion to the underbody of the customer’s car and satisfying the customer needs. He also stayed after his finish time to listen to a customer’s concerns with the InControl Touch Pro media system.
Well done Joe keep it up.
Peter Davies (left), General Sales Manager, congratulating Jacob Hovell.
Award Nominee, October 2018
Our October nomination goes to for Jacob Hovell, who since September has been looking after the preparation department for Land Rover. He took it upon himself to work extra hours, coming in early or finishing late and working weekends to ensure that customers had their vehicles without delay.
Even though he was under a lot of pressure with the volume of cars that have gone out he managed to remain polite, cheerful to everyone and provide excellence customer service.
Well Done Jacob, thank you for continued help.
Sarah York
Award Nominee, October 2018
Our nomination for October is Sarah York, who whilst working one Sunday took a call from a customer who had broken down. The customer had already called the recovery company, who were able to collect his car and deliver to the dealership. However they were not able to organise a loan vehicle for him.
Sarah immediately called the Aftersales Manager to authorise loaning the customer an alternative vehicle and made sure it was ready later that afternoon for the customer to collect.
Well done Sarah, for thinking on your feet and keeping one of our customers mobile.
Lucy Cornwell (left), Service Manager, congratulating Fiona Boston.
Award Nominee, September 2018
Due to unforeseen staff shortages Fiona had been booking in the majority of service customers by herself promptly and professional, whilst showing great customer service.
One example was when a customer came in upset just before closing time, as her wing mirrors weren’t opening. Fiona listened to her concerns, empathised and realised that the car was unsafe for the customer to drive. As the technicians had already left for the evening, Fiona was quick to organise a replacement car and helped the customer transfer her shopping over. The customer left very grateful for the service Fiona had afforded her at short notice.
Well Done Fiona, great work!
Oliver Bambridge (right), Used Car Sales Manager, congratulating Vicky Berwick.
Award Nominee, September 2018
A recent addition to the team here at Guy Salmon Jaguar Northampton but already making such an impact. Our Nomination for September is Vicky Berwick. Vicky had some big shoes to fill from our previous Receptionist of 19 years, however it hasn’t fazed her and she has taken to the position like a duck to water.
We’ve had great feedback from the team and customers about Vicky and she is already going over and above in her role by taking on administration work for the Service department, whilst delivering the customer experience, hosting the showroom and reception desk. She’s always asking if there is anything else she can help with and eagerly learning about the Jaguar product to tell our customers.
Well done Vicky, amazing start and keep up the good work.
Accountant (right), Sue Kightley , congratulating Sophie Lusk.
Award Nominee, July 2018
Our nomination for Making it Special for the month of July is Sophie Lusk for implementing a new process within the Sales Admin department at Jaguar Northampton.
As the Sales Administrator from Jaguar was on annual leave for two weeks, Sophie kindly spent time between both our Jaguar and Land Rover dealerships. Whilst at Jaguar she thought of new processes which could be implemented to make the sales administration process easier and more efficient for all to use. On the sales administrators return, she came back to spend a whole day re-writing, colour co-ordinating and organising all the deal files and stock cars. Implementing new processes for sales team to use, showing them all how to use new filing systems which have been brilliant and greatly welcomed.
Well done Sophie perfect example of working together as one team.
Peter Davies (right), General Sales Manager, congratulating Sasha Challenor.
Award Nominee, July 2018
Our nomination for Making it Special for the month of July is Sasha Challenor for her thoughtful handover experience. Even though Sasha was on holiday the week one of her customers collected their New Evoque, Sasha went out of her way to make the whole experience totally amazing and memorable for her customer. She arranged balloons and Peter Davies’ daughter to make a birthday cake as it was also his birthday the day he collected his new vehicle. Although Sasha wasn’t there on the day of handover, she managed to call the customer while he was in the showroom to wish him Happy Birthday.
A wonderful start to my birthday today, thank you all. Did not expect all the goodies and the amazing cake. The service has been first class from all I have come into contact with.
We think this was a truly great hand over experience for the customer and shows the amount of thought Sasha had put in to this and with Ben’s help in making it such a special occasion for the customer. Not only a great customer experience great team work as well. Well done Sasha.
Kye Charnock (left), New Car Sales Manager, congratulating David Addison.
Award Nominee, June 2018
Our Making it special award for June goes to David who recently sold a rare approved used car to a customer who lived in Glasgow. The customer could not travel from Glasgow due to work commitments at work and needed the car for a special event that weekend.
David organised to meet the customer at Porsche Glasgow, just a couple of miles from the customers house. He was able to sign the finance documents and also receive a handover at the dealership, so he could still have the same Sytner handover experience.
This involved David leaving his house at 06:00 in the morning and not getting home again until 22:00 at night, covering 686 miles in the day and he even managed to sell additional products during the handover as well.
The customer was delighted with the service David provided and was thankful he was able to deliver it personally.
Well done David.
Lucy Cornwell (right), Service Manager, congratulating Kemal Yildrim.
Award Nominee, June 2018
Our nomination for June’s Making it special award is Kemal, who has recently received some great feedback from one of our customers.
On Friday 29th June my number plate which was only fixed on with sticky pads popped off probably due to the heat & sunshine. I was driving to Oxford at 7am and called in at Northampton dealership where a young lad (no name sorry) went beyond the call of duty and re-fixed the number plate with screws too. I could have been turned away as you were closed? You constantly ask for feedback every time my car comes in and staff are just doing their job, this lad went far beyond that and was a credit (almost a throwback to bygone days) to your company. I’m sure you will find him? Apart from the cleaner he was the only person there……… PS: I tried to give him a tip and he refused.
Well done Kem.
Steve Gough (Right), Divisional Managing Director, congratulating Jelka Ivanovic.
Award Winner, March 2018
Our Quarter one winner is Jelka Ivanovic. Jelka has always been passionate about giving back to the community. So when the opportunity came up to support Cynthia Spencer hospice she jumped to it. The challenge was to take £50 and turn it into as much money as possible, not an easy thing to do.
Jelka is quite the pro in the Kitchen and decided to make overnight oats in her own time every evening for 8 weeks and sell them in the morning to members of staff, then bacon sandwiches on a Friday (which was always very popular) and she managed to raise a very impressive £320.88 from the original £50.
Amazing – well done!
Marco Di Fazio
Award Nominee, May 2018
Our nomination goes to Marco Di Fazio, who has gone that extra mile to assist a lady who was passing our showroom and needed help to fix the tyres on her wheelchair when they had come off the rims.
Upon arrival, she pushed her chair into the showroom and spoke to Lee Mayne, Aftersales Manager who went to find a technician who could help. Marco, kindly came out to assist and fixed the wheels to make sure she could get back on her way safely. The customer was delighted that we were able to get her back in her chair to continue her day.
Well done Marco
Lucy Cornwell (right), Service Manager, congratulating Kerry Clipson.
Award Nominee, May 2018
Kerry has been the only permanent Service Advisor for the majority of the month. Not only has she managed to carry on with the increased workload with a smile on her face, but has still found time to go above and beyond for our customers.
One perfect example of this was when one of our customer vehicles were due to come in to have a tow bar fitted in readiness for a planned trip to France. On the day of appointment Kerry found that the part hadn’t arrived, so she arranged for the part to be collected from another branch. However when the replacement part arrived it had two right arms for the tow bar. Kerry arranged with the customer to have the car overnight so the correct part could be fitted the following morning.
When Kerry found out that the customers train was booked for 6.30am to take them to France and that they also needed to get their cat to the cattery, she arranged for a Taxi to collect the customer to take the cat to the Cattery and also managed to get another train booked for them a few hours later in the day, making sure that the tow bar was fitted and ready for them to start their trip. She refunded the couple the money for the train they had missed and called them to make sure everything was ok and they were enjoying their holiday.
Well done Kerry, amazing work!!
Richard Leder (left), New Car Sales Manager, congratulating Madina Noristany.
Award Nominee, April 2018
Our April Nomination from Guy Salmon Land Rover Northampton is Madina Noristany.
Last week we received a call from one of our customers, Mr Imran just to say Thank you and to let her Managers know how lovely Madina was over the weekend.
Mr Imran, who happens to be disabled, said he was in at the weekend looking for a picture of a car. Madina did what she could to help him and he was very thankful. He rang up especially to say this and was very pleased with how nice and helpful she was to him.
Well Done Madina, fantastic Customer Service!
Kye Charnock (right), New Car Sales Manager, congratulating Peter Douglas.
Award Nominee, April 2018
We would like to nominate Pete Douglas, our Preparation Assistant for April’s Making it Special Award. Through April, Pete has had to take a number of extremely long journeys for customers, one to Southampton and one to Nottingham. Usually this does not form part of his role but as our drivers were unavailable he took it upon himself to help. Pete helped even though he was under pressure to complete photographs for Used Cars and organising collections of trade vehicles.
He also managed to help with an Approved Used Car handover which needed a little extra effort in removing light scratches from the paintwork and the customer was extremely happy that it didn’t have to go to a smart repair.
Well done Pete, keep up the good work!
Kye Charnock (right), Sales Manager, congratulating Jelka Ivanovic.
Award Nominee, March 2018
This month’s winner is Jelka Ivanovic. Jelka has always been passionate about giving back to the community. So when the opportunity came up to support Cynthia Spencer hospice she jumped to it. The challenge was to take £50 and turn it into as much money as possible, not an easy thing to do.
Jelka is quite the pro in the Kitchen and decided to make overnight oats in her own time every evening for 8 weeks and sell them in the morning to members of staff, then bacon sandwiches on a Friday (which was always very popular) and she managed to raise a very impressive £320.88 from the original £50.
Amazing – well done!
Jelka Ivanovic (left), Business Administrator, congratulating Steve Hunt.
Award Nominee, February 2018
One snowy day in Northampton, Mr Garrett was due to collect his new F-TYPE, Steve had promised the customer that he would get his new car that day, however, with the weather against him and Mr Garrett living in a remote village, it would mean tackling the heavy snow on un-gritted country roads to deliver his new car to him. With that in mind, Steve was prepared and put a shovel in the boot and left the dealership to drive the 10 miles cross-country down snowy and icy lanes. He managed to carefully get through the icy and snowy covered roads and slowly got up the track to Mr Garrett’s home where he delivered the car as promised.
However, the biggest challenge Steve had to face that night was he had to drive back in Mr Garrett’s part-exchange, which was a XK Convertible 5.0 V8 RWD. He started making his way down the track and round the country lanes and unfortunately got stuck in the snow, he used the shovel he brought to dig himself out. He had to do this multiple times on the way back as the car was stuck, and finally returned to the dealership at 10:10pm.
Well Done Steve, there will be a Hot Chocolate waiting for you!
Lee Mayne (left), Aftersales Manager, congratulating Jamie Parry.
Award Nominee, February 2018
Our nomination is for Jamie Parry, on March 1st we had a customer take delivery of their new 18 plate Range Rover Evoque, that evening they came back in as the fan had stopped working on the heater. As it was 6 in the evening, we did not have any Technicians on site. Jamie had spoken to the customer in Service and thought he knew what the problem was, so took the car into the workshop and fixed it himself, saving the customer from going home in a courtesy car on the day he got his new car.
Well done for some quick thinking Jamie!
Oliver Bambridge (right), Used Car Sales Manager, congratulating Amy Moore.
Award Nominee, January 2018
Choosing a Baaaarilliant Handover Gift.
Amy Moore was carrying out a handover with a very excited customer, Rachel Gilbert picking up her very first Jaguar. Whilst setting up Mrs Gilberts. In Control, Amy asked what she would name the new Jaguar F-PACE Mrs Gilbert decided to name the car Sheepie as she loves sheep. Realising this Amy asked Kye Charnock, Sales Manager to get the cuddly sheep which was in one of our offices and put in the car as a present. Amy managed to distract Mrs Gilbert whilst Kye Charnock discreetly put the sheep in the boot. When Amy got round to showing Mrs Gilbert the boot, the little sheep popped out and she was so pleased and surprised. She could not understand how we knew she loved sheep and thought we must have found this out in advance. Well done Amy for thinking on your feet, and choosing something really personal and unique for the customer, and making it special in a baaaarilliant way.
Oliver Mann (left), Head of Business, congratulating Marie Berney.
Award Nominee, December 2017
Our nomination is for Marie for stepping in to help a member of the public who found themselves in a difficult situation.
Marie was walking up from our unit in the snow when an elderly lady slipped and fell, badly injuring her hip and couldn’t get up, Marie called an ambulance and waited with her in the snow until it arrived.
Well Done!
Kye Charnock (left), Sales Manager, congratulating Natacha Cheng.
Award Nominee, December 2017
Our December nomination goes to Natacha. Since October she has gone through many changes to her role and responsibilities when a new Accountant came on board. She has managed this with enthusiasm and continues to learn new tasks and taking on more responsibilities every day. In recent months she has come in very early to conduct stock takes before the business is open, usually in the dark to help to support the Sales Administrator and Preparation Assistant to confirm all reports are correct and match physical stock checks, whilst helping other departments when they need an extra pair of hands.
Thank you for your contribution Natacha!
Chris Sillitoe
Award Nominee, September 2017
Our nomination is for Chris, who is always willing to work extra hours to make sure that we are delivering customers cars back to them when they are expecting us to. This allows us to deliver a high level of customer satisfaction.
Chris usually does this without being asked to.
Great effort and appreciated by us!
Gary Cox (left), Sales Manager, congratulating Joanna Brumstead.
Award Nominee, September 2017
We would like to nominate Joanna for this month’s ‘Making it Special’. She ‘Makes it Special’ for many our customers every day with her service and smile. Having been with the company for 18 years, she has been a very familiar face and has taken the time to get to know them which is always appreciated by our customers.
Since September she increased her hours to cover the whole day, and is now able to greet our customers back in the afternoon, little facts they told her in the morning, she will remember or note down. Upon their return, she can then use the information collected to make the welcome more personal and more memorable. Her ability to help other departments with additional administrative tasks as well as carry out her hosting and reception duties, whilst managing to offer a friendly and warm welcome to our visitors displays her dedication to Guy Salmon Jaguar Northampton.
We always receive brilliant feedback about Joanna and regularly she gets mentioned as the ‘Most Memorable Individual’ on our customer feedback for her professional and friendly service. We would like to take this opportunity to really thank Joanna for her efforts, especially through a very busy and turbulent September.
Well done and thank you!
Hugh Crossley
Award Nominee, August 2017
Hugh Crossley, Warranty and Health & Safety Administrator has recently had to have some time out of the business. After some time at home, he managed to set up a workstation from home to carry out the warranty invoicing for the remainder of the month. Every day he got through the warranty invoicing and then that days’ warranty work, which was to be invoiced was delivered to him at home every day, along with biscuits to keep him going of course. Leading up the end of the month, he managed to carry out all the warranty invoicing to assist the service department to achieve another over budget performance. We would like to recognise his continued support and willingness to help his fellow colleagues to achieve targets set whilst at home recovering from his operation.
Thank you, Hugh and we wish you a speedy recovery.
Karla Eszenyi
Award Nominee, July 2017
Since we have had a switchover of systems, it has been very time consuming and Karla has been going the extra mile and spending additional time to ensure the business doesn’t have any outstanding warranty claims.
Her work ethic and commitment to her role are second to none.
Thank you Karla!
James Wright
Award Nominee, July 2017
One evening a Land Rover Customer arrived explaining he was sent to us to collect a courtesy vehicle and that he had a meeting in London which he urgently needed to get to. Unfortunately, the company had not made us aware that this customer was coming, nor that he was to collect a courtesy vehicle from here. We proceeded to investigate, and learnt which vehicle the customer was due to take, we then were made aware that the courtesy vehicle was not on site with us, and that instead a hire car had been arranged to be delivered here. However, the hire company had taken the wrong address and sent the hire vehicle somewhere else instead. Understandably, this made the customer incredibly frustrated and now leaving him late for his meeting in London. Seeing what predicament the customer was left in, James kindly offered to take the customer during rush hour traffic to the hire company to pick up an alternative vehicle. After battling through the traffic to get the customer on his way, he then had to get back to the showroom. This meant that James arrived home approximately 1.5 hours later than he should have. James didn’t have to do this but with his continued efforts in providing excellent service and making it special for every customer, he made the decision to go out of his way and help the customer. Well done James, great service.
Hugh Crossley
Award Nominee, June 2017
Our nomination for June’s Make it Special is Hugh Crossley. Hugh has managed the turbulent transition between warranty systems from DDW to WASP, which has had numerous challenges. Regardless of the issues he faced, due to no fault of his own, he has continued to keep our warranty exceptionally tidy and up to date with no debt backs. He deserves to be recognised for his determination in making sure that not only our warranty is immaculate but also our Health and Safety policies and procedures are followed. With his wealth of knowledge built upon over many years within the business, he has become the go-to person to answer any queries and is an indispensable member of the team. When he walks through the showroom he is always warmly greeted by long serving customers who remember him from over the years.
Well done Hugh, you make it special for all of us!
Laura Dix
Award Nominee, June 2017
I would like to nominate Laura Dix, Laura stayed late most nights in the last week of June ensuring everything was done for month end so we could get the cars out in time. Laura even cancelled a long-standing meal arrangement with friends so she could complete all her work.
A great example of going the extra mile for her work colleagues.
Thank you Laura!
Richard Pitt
Award Winner, May 2017
Our nomination for May is for Richard Pitt, who was very quick to jump into action when a customer found herself in a distressing situation.
A customer locked her keys in the car over at the local shopping Centre, Richard came back to the dealership got his tools and opened the car for the lady. Richard did all of this and returned to work without mentioning it.
A true demonstration of exceptional customer service.
Well Done Richard!
Andy Cooper
Award Nominee, May 2017
Gold Star Champion” In May it was announced that Andy Cooper was top in the Divisions Service Advisor League, by receiving 31 Gold Stars Year to Date from our Jaguar Customer Satisfaction Survey, 10 points ahead of the next highest scoring advisor. Whilst also managing to deliver 10 out of 10 services to his customers, he has also helped with the development of our Trainee Service Advisor by teaching him new things about the job role and delivering brilliant customer service. Our customers seem to appreciate Andy’s direct approach and transparency when it comes to explaining the work required or outcome of investigations and when having to make difficult calls he’s not equivocal and explains the situation simply how it is.
Well done Andy, keep it up!
I would like to stress that all the team were great and a special mention for Andy Cooper who was polite, professional and efficient.
– Mr Brogan
Gemma Norman
Award Nominee, March 2017
Our nomination for March is Gemma Norman, – she has a fantastic attitude and is always willing to help. Over the sales event, she sold two cars and both customers were really pleased with her professional service.
This is all whilst still focusing on her graduate workbook. We are looking forward to seeing Gemma continue to grow in the role of a Sales Executive.
Great start Gemma!
Shawn Campbell
Award Nominee, March 2017
Shawn is a new member of the team here at Guy Salmon Jaguar Northampton joining us in December. Being new to the JLR brand and to Sytner he managed his first new registration month on his own brilliantly, remaining calm and organised throughout our most successful month ever.
Shawn was able to keep everything running smoothly for the sales department to enable the sales team to not only provide an excellent handover experience for our customers but was also able to squeeze in the last few deals without delay. He was able to meet the expectations of the sales team and improve departmental processes whilst always being polite, positive and never stressed (or at least he was very good at hiding it).
Well done Shawn, keep up the good work!
Adam Brightmore
Award Nominee, February 2017
I would like to nominate Adam Brightmore for our February Making it Special Award. The reason for this nomination is that Adam took it upon himself to go to a corporate customers business to go through vehicle controls and set up in control for each Vehicle. Adam had not mentioned this to his manager, but his manager was told by the customer who was really pleased with the service Adam had provided. This really demonstrates Adam’s willingness to go the extra mile.
Natacha Ha-Cheng
Award Nominee, February 2017
Since Natacha joined us in the middle of last year she has quickly become a valued member of our team. She has no hesitation in helping any department out, encompassing our One Team ethos to the fullest. Whether it be helping our Service Department with the collection and delivery of customer cars, on the way to and from work, helping clear the archive room, collecting parts from other Dealerships, customer satisfaction is one of her main priorities. All this as well as being the Assistant Accountant and helping with the day to day running of Accounts.
Congratulations and thank you Natacha.
Oliver Mann (right), Head of Business, congratulating Fiona Boston.
Award Nominee, January 2017
Our nomination is for Fiona Boston, for how she handled a difficult situation. Fiona took a very difficult call from JLR regarding a customers vehicle that had been with us since the Saturday –they were chasing to get their car fixed and back with them. The driver who the customer wanted to drive their car back to them did not have an appropriate license to drive. Fiona stayed just over an hour after closing waiting in the car park till 7.20 for the customer to arrive not to mention the endless phone calls from their PA and JLR throughout the day to get the car fixed and returned to them along with her other customers she had on that day.
Lee Mayne (right), Service Manager, congratulating Tom Chalmers-Hunt.
Award Nominee, January 2017
Tom received a telephone call from a customer explaining that he had broken down approximately 6 miles away from us and a similar distance from his work. Tom thought on his feet and suggested that he went out to the customer with a Technician and diagnostic machine to see if we could help him rather than the customer waiting for Jaguar Assistance.
Tom and Joe attended to the car and whilst Joe attempted to diagnose the fault, Tom dropped the customer to work. Once Tom returned to the dealership he arranged for a courtesy car to be delivered to the customer. The customer was over the moon with Tom’s actions and was very thankful for our prompt assistance.
Truly deserved Tom, Well Done!
