Sytner JLRS Division
Ian Bennett (right), Head of Business, congratulating Louise Trick.
Award Nominee, September 2024
Louise has taken over the service bookings after the Contact Centre closed at the beginning of September.
She has taken on the extra responsibility gracefully and without complaint and is absolutely smashing it. We received a number of nominations for Louise this month and cannot think of anyone who deserves an award more.
Ian Bennett (right), Head of Business, congratulating Georgie Morice.
Award Nominee, August 2024
Georgie is an amazing Service Advisor who really cares for her clients and regularly goes the extra mile for them. In August alone, she received 23 promoters which is outstanding and received many lovely comments from customers who left their feedback.
Georgie is an asset to the Service department and we love having her as a part of our team.
NA (left), NA, congratulating Sophie Hunting.
Award Nominee, July 2024
Sophie is a superstar Receptionist who is always ready to help out anyone who needs it. She leaves her team little notes with positive messages on and is always smiling.
Ian Bennett (left), Head of Business, congratulating Jack Hussey.
Award Nominee, June 2024
Jack has been an amazing team player, coming in on his days off and picking up extra work while we have been working through some staffing issues in the Service department.
During this time he has kept on smiling and been an incredible asset to the team.
Keep up the good work Jack!!! 😊😊😊
Ian Bennett (left), Head of Business, congratulating Logan May.
Award Nominee, May 2024
Logan is an amazing Apprentice, his enthusiasm and energy for his work and learning knows no bounds.
We are thoroughly impressed with his attitude to everything and think he deserves some recognition for his hard work.
None (left), None, congratulating Denise Thorne.
Award Nominee, April 2024
Denise has been working as a lone Sales Administrator for a number of weeks after her counterpart left us. She has been able to look after all the Sales Executives and their deals with very little fuss and is now training our newest member of the admin team alongside her ever growing list of jobs.
We think that Denise has shown amazing One Team spirit and has delighted her colleagues at every step of the way.
Ian Bennett (left), Head of Business, congratulating Sorrel Molloy.
Award Nominee, February 2024
Despite such a difficult month in Service, Sorrel has still managed to get the most promoters (11) and no red flags or passives!!
Such an incredible effort deserves to be rewarded
Josie Tymms (right), Client Experience Manager, congratulating Jen Turner.
Award Nominee, January 2024
Jen has shown amazing One Team spirit over the last few months by helping out her colleagues whenever she is able to. She is such a ray of sunshine to have in the Dealership and always has a smile on her face. We think she deserves this award and so much more.
Ian Bennett (right), Head of Business, congratulating Natalie Bevis.
Award Winner, November 2023
We have had numerous compliments sent in from Natalie’s customers in the form of VOC comments, Google and Trustpilot reviews along with e-mails direct to our Head of Business.
In Portsmouth we track our individual Service Advisors performances as well as the team and as a whole in 2023 Natalie has had a single red flag and more often than not receives gold stars for her customer service.
On top of that she is always around to help out her colleagues.
We think she deserves this month’s award for her incredible commitment to her customers and colleagues and her amazing attitude to her work.
Ian Bennett (centre) (right), Head of Business, congratulating Darren Draycott & Connor Green.
Award Nominee, October 2023
Darren and Connor stayed behind after their shift had ended in order to make sure a customer’s tyre puncture repair was completed. The customer was very happy and Darren and Connor were nominated by one of their colleagues for their great customer service.
Ian Bennett (left), Head of Business, congratulating Dan Weeks.
Award Nominee, September 2023
Dan has been helping out in Parts while we have been short staffed and although he is a Technician and not a Parts Advisor, he has got on with the job and learned a lot very quickly. The Parts team are really very appreciative of how much he has been able to help out, as are the rest of the dealership, and he should be proud of the job that he is doing.
Ian Bennett (left), Head Of Business, congratulating Daisy Wyatt.
Award Nominee, August 2023
Daisy’s customer had been in for an EML and recall.
On arrival her customer had said it’s her son’s 8th birthday today and he had been in the Lego shop over the weekend and had his heart set on the Defender Lego but it was too expensive so it was put back down.
They were given the Defender loan car and their son loved it.
Daisy then collected the Defender Lego from parts and gifted it to them in the showroom, they were SO pleased!!
(Probably the best reaction I have seen. It was so heart-warming for us all to watch.)
Matt Chipper (left), Head of Aftersales, congratulating Natalie Bevis.
Award Nominee, July 2023
We received the following nomination from one of Natalie’s colleagues:
‘I would love to nominate Natalie.
She has given her customer a dog ramp under surprise and delight, what has made it so special is that the dog has cancer and struggles to get in and out of the car now.
Natalie listened to this and gave a dog ramp, Mrs Sadler was so appreciative and blown away by this.
She has dropped in flowers, chocolate and a card from her dog Marley to thank her.’
We felt that this sums up what we mean when we speak about Making it Special and is a deserving winner this Month – well done Natalie!
Ian Bennett (right), Head of Business, congratulating Ben Vitler.
Award Nominee, June 2023
Ben Vitler, Parts Advisor, has been nominated for Making it Special for June. Following an unexpected period where we suffered very short cover in his department he stepped up and rose to the challenges. He has shown himself as the font of all knowledge while keeping a cheerful and positive mentality.
Thank you Ben, the whole team are really grateful.
Bekkah Stanley (left), Used Car Sales Manager, congratulating Owen Hare.
Award Winner, May 2023
Mid-morning on a Saturday whereby a used car sales customer’s vehicle had broken down very soon after purchase & whilst the Sales Manager was investigating into the issue and readying to arrange a loan car – Owen volunteered to assist to get the customer mobile again and retrieve the vehicle to bring it back to the dealership to resolve the issue – he spent additional time reassuring the customer and stayed on late to ensure the car was back safely. Owen went above and beyond to not only fix the problem but also delight the customer who was understandably high in emotion – We have since had some great feedback from the customer to say that they want to only deal with LR Portsmouth because they get nothing but fantastic customer service and reassurance even in the face of problems arising. Well done Owen on Making it Special!
Ian Bennett (right), Head of Business, congratulating Kelly Pittuck.
Award Nominee, April 2023
Kelly has been nominated by colleagues in the Ascot Service Centre for her help with their Health and Safety paperwork, files and shared processes she uses in her own dealership in Portsmouth. Not only has she been a great support to them. She also came to the rescue of a colleague from Portsmouth who broke her ankle and found herself stranded in Liverpool, unable to get home. Kelly drove for just over 10 hours to collect her colleague and bring her home which was really going above and beyond!
Thank you Kelly for delighting your colleagues, this nomination is well deserved!
Rebecca Stanley (left), Used Car Sales Manager, congratulating Richard Holding.
Award Nominee, March 2023
Richard has been nominated for Making it Special as he has been a huge support in keeping up with our values of Delighting Colleagues.
He has been a huge help for the Sales Admin team through a busy month.
Richard also helped to take the stress away for a colleague who faced having to get rid of her car. He jumped into action by finding her a replacement and taking her old one. This was a huge relief and made her smile again! He has also been at hand to answer queries and guide our Used Car Sales Manager as she navigates her new role in our business.
Bekkah Stanley (right), Used Car Sales Manager, congratulating Mark Oldrey.
Award Nominee, February 2023
Preparing ourselves for a busy month, Mark has been assisting his colleagues with their hand overs and making sure that not only the showroom but also his colleagues who are newer to the business have all they need to make the next month a success.
Ensuring that the customers are able to receive their cars with no issues and have a great customer experience. Mark has done this whilst preparing for his busy workload.
The feedback from his colleagues and the customers has been amazing. Well done Mark!
Ian Bennett (right), Head of Business, congratulating Tom Allward.
Award Nominee, January 2023
Tom has been nominated for his ‘over and above’ attitude to getting the job right. He is very new to the role (started with us in December) but has given up time off to ensure that nothing is missed in his pursuit to ensure every single used car is photographed within 5 days. This has made a huge difference to the standard we have achieved in our Used cars. Well deserved Tom!
Ian Bennett (left), Head of Business, congratulating Josie Tymms.
Award Nominee, November 2022
Following a call back with a customer who had brought their car into Service, he mentioned how he had forgotten to book his car in for an MOT that was due when he had visited us.
Josie arranged for the customer’s car to be collected, brought in for MOT and returned to him.
It made it special, that an off the cuff comment turned his frustration into a great customer experience. This underlines her complete commitment to customer experience in the retailer, well done Josie for going above and beyond!
Ian Bennett (left), Head of Business, congratulating Daisy Wyatt.
Award Nominee, October 2022
Daisy has consistently received fantastic feedback from our customers on how she has made it special for them. A recent one was from Mr Kennedy who was distressed with a broken down car and was going through a difficult time with his partner in hospital. She went above and beyond – even the phone lines going down didn’t stop her making arrangements to get his car returned to him to ease his stressful situation. Well done Daisy!
Daisy kept me well informed, up to date and made sure I was kept up to date even when the phone lines were down by taking the initiative to email. Daisy also helped to make sure I could get my car returned to me when I wasn't able to collect due to my partner being admitted to hospital. All in all a fantastic service.
– Mr Chris Kennedy
Ian Bennett (right), Head of Business, congratulating Natalie Bevis.
Award Nominee, September 2022
Natalie has been nominated this month due to the feedback we have received from customers. Not only does she strive to make sure our customers have a great customer experience, she looks for little details that demonstrate that she genuinely cares. Well done Natalie!
The lady at the office who looked after me is a very valuable asset to the company, the little things she was able to pick up on because I wasn't myself as my son was sick.This gesture warmed my heart so much I was proud to own one of the vehicles.She deserves to be mentioned and used as an example on how to treat customers.Natalie is really an asset to the company.Natalie Bevis - very great asset to the company, really made me feel valuable.
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Ian Bennett (right), Head of Business, congratulating Rob Gicquel and Steve Mulvoy.
Award Nominee, August 2022
Mr Lodwidge, a customer at Sytner Land Rover Portsmouth who was so impressed by the Service he received by 2 team members he decided to email the Aftersales Manager to recommend they be recognised for Making it Special for him by going Above and Beyond.
This is a great example of delighting our customers, well done to you both!
I am writing to you regarding two members of your service team at Sytner Portsmouth. Both Rob Gicquel & Steven Mulvoy are a credit to you, your team & Sytner as the level of customer service I received from of them was outstanding.Initially dealing with Rob his persistence and going above and beyond with the warranty company to ensue all of the relevant information was provided to enable the work on my vehicle to be approved was exceptional.Secondly when Rob was on annual leave again Steven pick this up for me to ensure the full works were approved and this ensured the repair was completed on the scheduled date and returned to me completed.Both Rob & Steven kept me fully updated throughout the process and clearly demonstrate a “can do attitude” to ensure the customer experience is a good one and I am very grateful for all of their help and support.If there are any internal monthly awards that Sytner provide to their employees that go above and beyond I would certainly like Rob & Steven to be considered.Thank you again to them bothMr Lodwidge
– Mr Lodwidge
Ian Bennett (right), Head of Business, congratulating Sam White.
Award Winner, July 2022
Sam has been nominated for this month’s Making it Special. He was returning from the airport from his holidays when he happened to notice one of his colleagues stood by a broken down courtesy car (which was on its way to be delivered to a customer) on the hard shoulder on the opposite carriageway.
He came off at the next junction to turn back around and go towards his colleague to see if he could help. He managed to get the car fixed and his colleague back on the road before he headed home.
With his one team attitude he managed to delight his colleague by going above and beyond, well done Sam!
Ian Bennett (right), Head of Business, congratulating Brandon Boutcher.
Award Nominee, June 2022
Mr Pegler had a warning light on his car the day before he was due to fly abroad. He needed his car for the airport in the morning, we managed to get the part ordered but it wasn’t due to arrive until the morning. Brandon over heard the conversation and offered to come in early to fix the problem so the customer could have his car in time. He needed to be at the airport for 12pm. Brandon managed to resolve the issue and we were able to hand back the car to the customer by 9.30am so he could get on his way.
Well done Brandon, this is a great example of going above and beyond to delight our customer!
Ian Bennett (right), Head of Business, congratulating Sam Bond.
Award Nominee, May 2022
Sam Bond, Sales Administrator has not long been in her role following a move from Reception. Her enthusiastic attitude really shone through when trying to find a solution to ensure she can deliver a great customer experience. We were at the point of having to disappoint a customer as their car could not be registered due to an issue with the manufacturer’s system. Rather than accept the status quo she pursued and would not give up on until the customer’s car was registered. She spent hours back and forth by phone and e-mail. Her dedication paid off when she finally got the result needed. This was recognised by the Divisional team also, who shared with the group so they could resolve similar issues.
Ian Bennett (right), Head of Business, congratulating Natalie Bevis.
Award Nominee, April 2022
Natalie has been nominated for April’s Making it Special. Feedback from our customers has been very positive and one in particular wanted her to be acknowledged following his recent experience at Sytner Portsmouth. He needed a new engine and his car was with us for around 5 weeks, having to deal with these issues, he couldn’t be happier with the service he has received despite it being a very stressful time.
Well done Natalie for your well-deserved nomination!
It has been quite a difficult and frustrating time and Natalie has been absolutely amazing. Reassuring me and keeping me informed, even with the difficult phone calls. She has gone above and beyond. Unfortunately my Discovery has been fairly poorly on two occasions. Both situations were managed by Natalie. I think she is fairly new to LR and Guy Salmon. She has been exceptional. Always professional, informative and to the point, whilst being reassuring in difficult circumstances. Telling a customer that a whole new engine is needed in a £50k car is quite a thing, but Natalie made the process as smooth as she possibly could. I also dealt with Rob and Steve Mulvoy on occasions and they were also great; but I wanted to single out Natalie because she was my first point of contact and being fairly new to the company it’s important that her positive performance and achievements are made known from a customer perspective. With kindest regards, Andrew
– Andrew White
Ian Bennett (right), Head of Business, congratulating Bailey Steele.
Award Nominee, March 2022
As all of our Sales team were tied up with customers Bailey, our Used Car Progress Chaser, was asked to help a customer with the In-Control setup on his new car. It transpired that the gentleman had purchased a car from a competitor and had not had a complete handover or proper In-Control setup. Unprompted, Bailey spent over an hour ensuring that the gentleman not only had his In-Control set up correctly but understood the other controls on the car which he was unsure about. This really made it special for our future service customer.
Ian Bennett (right), Head Of Business, congratulating Callum Bungay.
Award Nominee, February 2022
On 27th February, Callum took an enquiry on a used car which we had in stock and the customer lived in Yorkshire, over 247 miles away. The customer was keen to take delivery ASAP so on the 28th February Callum suggested that he could deliver the car and then drive his part exchange back, this way the customer could have it in time for a trip.
Callum left mid-morning on the 28th February and due to traffic etc. he did not arrive at the customers until 8pm. The customer was delighted with his new car and the service he received from Callum and Land Rover Portsmouth.
Having relatives an hour from our delighted customer, Callum rested to return back to Portsmouth on his day off the following day. This kind of commitment made a huge impression on the customer and a big impact on February’s final result.
Well Done Callum for going above and beyond!
Matt Chipper (left), Aftersales Manager, congratulating Roger Mariamootoo.
Award Nominee, January 2022
Nominated for January’s Making it Special is Roger Mariamootoo. He delivers a great customer experience and goes above and beyond to deliver that personalised touch.
Well done Roger!
Feedback from Mr Seath:I would specifically like to record how helpful Roger was in the organisation of the works. The car was mainly coming in for the fitment of a dog guard. Roger located one, your colleague Gary in Northampton worked wonders in getting the guard down to Portsmouth and Roger organised to get it fitted at short notice.A really excellent level of teamwork to deliver the best customer service.Thank you again to all the team.Feedback from Mrs Dyer: You couldn’t improve on anything, Roger is fantastic it is perfect service I get from you. I always tell people. First class service.” – Roger will always personally collect & deliver their cars to make the process smooth.
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Matt Chipper (left), Aftersales Manager, congratulating Kelly Betts.
Award Nominee, November 2021
At Portsmouth we wanted to improve the standard of our Health and Safety files and review our processes to make sure we were more efficient. To do this we knew we needed some admin intervention. We asked one of our receptionists, Kelly Betts if she would like to get on board and help us. She has not only embraced the new role but taken it to another a level by creating spreadsheets, interacting with the workshop with the toolbox talks and engaging with the team to bring the Health and Safety to the forefront. She has an incredible can do attitude and has shown huge initiative in a variety of tasks outside of simple admin. She has been nominated this month for Making it Special for going above and beyond in her new role to keep us all safe.
Ian Bennett (right), Head of Business, congratulating Ian Boyd-Sutherland.
Award Nominee, October 2021
Congratulations to our Sales Executive Ian for being nominated for Making it Special by one of his customers, Mr Brock who was so impressed with his customer experience he shared his feedback with us.
He was exceptional from start to finish. Even though the whole sales process was conducted remotely, he managed to make it feel like I was in the showroom. He struck the perfect balance between professionalism and personal familiarity. On the day of collection, he even managed to provide me with temporary office space so that I could hold an important business meeting. I genuinely enjoyed every interaction, remote or in person and just wish I could buy a Land Rover more often.
– Mr Brock
Ian Bennett (right), Head of Business, congratulating Anthony Cronk.
Award Nominee, September 2021
Anthony’s customers’ daughter was inquisitive about how the tyres on the cars were put on, were they glued on? He did his best to explain to her and after her visit, he did a CITNOW video in the workshop of the tyres being changed on a vehicle and sent it to his customer so her daughter could visualise his explanation.
The customer was delighted at the personalised customer experience she received from Anthony and the lasting impression it made on her daughter. Well done Anthony!
Ian Bennett (left), Head of Business, congratulating Rob Gicquel.
Award Nominee, August 2021
Rob has been acknowledged by his customers regularly for the fantastic experience he delivers.
The following feedback we have received from a delighted customer says it all.
Well done Rob for Making it Special!
I cannot commend Rob Gicquel enough for the truly pleasant and most professional customer service which I received during my recent car repair. I unfortunately already had a poor experience with another local JLR dealership only a couple of weeks prior to bringing my car to Guy Salmon Portsmouth. That dealership had failed to fully fix a fault that my 2019 Velar had developed, despite having the car in their possession for several weeks. The staff there were utterly inattentive. It was therefore such a relief to speak to Rob and for him to actually listen to and understand my needs and concerns. The car was fully investigated and fixed in a matter of days, with Rob compiling a thorough report of the work undertaken. Rob's level of customer service skills goes far beyond what can be taught, he is clearly a natural in his role and is an absolute asset to your company. As a direct result of Rob's meticulous and comprehensive approach to work, as well as his empathetic nature, I will certainly be a returning customer to Guy Salmon Portsmouth; even though you aren't the closest dealership to me.
– Nic Smith
Ian Bennett (right), Head of Business, congratulating Mark Oldrey.
Award Nominee, May 2021
Mrs Harding called the business in April advising her husband had passed and that she was having difficulty in retaining his private number plate on the Velar he owned. She advised the car had been sold but wanted to keep the number plate but in her emotional state was unable to complete it herself.
Mark Oldrey stepped in and completed the retention on the DVLA website with the customer and made sure she was happy and comfortable with the process.
Mrs Harding called again at the end of May again in a large amount of distress over the DVLA’s process of transferring and taxing her current car Evoque, Mark stepped in again and arranged for Mrs Harding to email a copy of the paperwork she had received from the DVLA across so we could help her. Mark arranged for the car her daughter was currently driving to be taxed as the DVLA had un-taxed the car and eliminated her fears and concerns over being fined or the car taken off her.
Great work by Mark looking after this customer in a time when she was particularly upset.
Matt Chipper (left), Aftersales Manager, congratulating Nathan Jackson.
Award Nominee, March 2021
Nathan Jackson has been nominated for Making It Special.
One of our customers was travelling some distance to collect his new car. He was due to be with us at 6pm. Just before he arrived we discovered a split on the centre of the tyre of his new car which was down to cords and potentially dangerous to drive. We called the customer, he was already on his way to us, and if he were to turn around and go home, it would have meant he could not pick his new car up for another week or so due to work commitments.
We managed to find a tyre but the workshop had closed for the day. Nathan however had not gone home yet and offered to stay late to change the tyre onto the customer’s new car so he could collect without delay. The customer was very grateful and it meant he could have his new car when agreed and as a business, we kept the deal in the month and quarter.
Ian Bennett (left), Head of Business, congratulating Rob Gicquel.
Award Nominee, February 2021
Rob has been nominated this month for ‘Making it Special’ following glowing feedback from a customer who spoke directly to Ian Bennett, Head of Business.
This customer is clearly an advocate of Rob and the way he has handled the situation. Though he has had two engines replaced, he is very open that without Rob’s care and attention he would not be driving a Land Rover now. His feedback really captures Rob’s ethos and the way he approaches his work.
Thank you for maintaining the consistency and energy you do Rob, a well-deserved recognition!
During our conversation in the dealership earlier this week, Alison and I promised that we'd drop you a line to formally capture our experience of Rob Gicquel's outstanding performance. As the Customer Service Agent who has looked after us since taking delivery of our Discovery in late 2017, Rob has skillfully managed the interface between us and Land Rover in the most upstanding and professional manner, obviously going that extra bit further in order to deliver the best possible client experience.With the mechanical reliability issues experienced during our ownership, which included most recently the trauma of a second new engine, a little over 12 months since the first, and a succession of largely inconclusive diagnostic workshop periods in between, many customers would surely have looked to alternative premium marques. It is without any doubt that Rob's persistence and determination to 'do-the-right-thing' by fighting for and winning our case with Land Rover that will retain us as Land Rover customers in the future, indeed Alison is keen on another Discovery! Alison and I have come to know Rob quite well over the last couple of years, even Rob now refers affectionately to our Discovery as 'Dave', it is really obvious that he takes immense pride in his work. Rob is a huge credit to your team, he is courteous, polite, never 'mansplains', communicates complexity with clarity, and demonstrates in every respect the very best qualities in customer service.Given the exceptional nature of Rob's customer service performance, it feels appropriate that this be brought to the attention of your Board of Directors, such that he can be appropriately recognized.Many thanks again and kind regardsGavin & Alison Edward
– Mr and Mrs Edward
Ian Bennett (right), Head of Business, congratulating Brittany Jeal.
Award Nominee, January 2021
During a routine pre-call, a customer asked Brittany for reassurance around COVID protocols. The customer had been shielding since last year as her husband has lung cancer. They only leave the house to go to hospital appointments and they were concerned about bringing their car to the dealership for its service, although this was the arrangement. To support this at risk customer Brittany then organised a colleague who lived nearby to collect the car, bring it in for its service and drop it back to them. This was something fairly simple but without Brittany sensing the customer’s anxiety and acting we wouldn’t have generated this incredible experience. The customers were really grateful for her kindness and empathy.
Ian Bennett (middle), Head of Business, congratulating Nathan Jackson and Stuart Harvey.
Award Nominee, December 2019
Our December Making it Special nominations are Nathan Jackson and Stuart Harvey for their great teamwork and dedication to their job role!
Both Nathan and Stuart volunteered to stay behind one evening to finish an engine which was showing a serious engine failure. Knowing this needed their experienced skills and how the customer needed to get back on the road, they started at 5pm and worked late into the evening until they had successfully finished the job.
The dedication, commitment and one team spirit was more than worthy of this nomination.
Ian Bennett (left), Head of Business, congratulating Roger Mariamootoo.
Award Nominee, November 2019
Our November nomination goes to Roger Mariamootoo for going out of his way for his patience and outstanding customer care.
Roger came into work on Saturday to catch up on some paperwork. However, there was an issue with a handover, he took it upon himself to see if he could help the situation. The technical fix required a lengthy software download.
Roger ended up staying all day, whilst waiting for the downloads to complete, he decided to also help the Service department by seeing other customers to ease their waiting times.
Ian Bennett (left), Head of Business, congratulating Matt Cobby.
Award Nominee, October 2019
Matt Cobby has been nominated for Making it Special for his help with a customer who’s vehicle had broken down on the motorway, shortly after delivery.
When the customer called in a panic, without hesitation Matt volunteered to go with a colleague to pick up the customer. He not only looked after the customer in his car but he stayed with his colleague and ensured he was safe whilst getting the car off the motorway at no more than 28 miles per hour!
Well done Matt
Ian Bennett (right), Head of Business, congratulating Graham Drew.
Award Nominee, September 2019
Graham Drew wins the Making it Special award for September for dropping everything and massively exceeding his customer’s expectations. His customers were very excited about driving from Peterborough to collect their new car, having purchased a brand new Evoque when visiting relatives in the Portsmouth area. They were however left disappointed when, at the last minute, they were unable to make the journey. Graham knew how much it meant to them so he drove to them, arriving early evening and making sure they had an unforgettable handover.
On top of this single act Graham demonstrates our culture of Delighting Customers every single day, always going out of his way to make sure everyone he comes into contact with is made to feel special when visiting us.
Ian Bennett (right), Head of Business, congratulating Rob Gicquel.
Award Nominee, August 2019
Rob has been nominated for this months Making it Special. He recently looked after a family who had problems with both vehicles, whilst dealing with their new baby who needed urgent medical attention. Rob arranged for both vehicles to be collected and repaired around a busy hospital schedule and when the vehicle was handed back took a teddy bear for their son. He also arranged for the parents to celebrate their anniversary by covering the cost for them. Rob always tries to go above and beyond for his customers and this really made it special for them.
Ian Bennett (right), Head of Business, congratulating Julie Heaton.
Award Winner, July 2019
Julie has been nominated by the team this month. Her extensive knowledge of Kerridge and the Sytner processes are so good that Ascot, Bristol and Maidstone are sending team members down to be trained by her. Julie’s ability to train is excellent and the feedback received from those she has trained is very positive. Even when she is busy she will make time to assist with queries. She is our very own Miss Marple!! Not only “one team” spirit for the dealership, but she is willing to share her knowledge and skills to help others in our division.
Ian Bennett (right), Head of Business, congratulating Owen Hare.
Award Nominee, June 2019
Owen has been nominated this month by his colleagues for demonstrating his “one team” values on several occasions. This included helping to deliver cars back to customers outside of his paid working hours. He is always happy to help his colleagues and is happy to go above beyond.
Well done Owen on your well-deserved award
Ian Bennett (left), Graham Drew, congratulating Graham Drew.
Award Nominee, May 2019
Graham has been nominated for his individual performance and overall incredible 100% customer experience and satisfaction. Graham goes out of his way to make sure he delivers an individual and personal experience to every customer, he is also able to demonstrate his ability to be flexible and adaptable to differing customers. Graham receives 5* Google and TrustPilot reviews from his customers. He is also a very popular and energetic member of the team who has been excellent in keeping us all motivated throughout a challenging period.
Ian Bennett (right), Head of Business, congratulating Josie Tymms.
Award Nominee, April 2019
Josie Tymms has been nominated for this month’s Making it Special. She has quietly gone out of her way to cheer colleagues and customers up with her little gestures.
She has certainly placed the personal touch to make people smile. Recently a customer had shared how he was having a few personal problems, she popped out in her lunch break and collected some chocolates and placed them on his passenger seat ready for him to pick up his car.
There have been a few team members who have come forward to share how Josie has supported them and why she really deserves this month’s Making it Special.
John Buckham (right), General Sales Manager, congratulating Anthony Cronk.
Award Nominee, March 2019
Our Making it special Award for March goes to Anthony Cronk who on his day off from the business attended an Indian Wedding to deliver and personally unveil the married couples new car.
Anthony spent two hours before the unveil making sure the car was perfect and then completed a full handover of all controls and features to the new owners. Well done Anthony for going above and beyond to make it special for a couple on their wedding day!
Richard Holding (right), Used Car Sales Manager, congratulating James Lawson.
Award Nominee, February 2019
James Lawson has been nominated by Richard Holding, Used Car Sales Manager. On Saturday 9th Feb, I took a call from a customer who had just taken delivery of his car. He had issues with his Approved Range Rover Sport with a series of faults on the dashboard relating to the suspension, so I asked him to come straight down to the showroom. I went to the service department and all staff that were working were at a critical stage on other Jobs. James had popped into the retailer to collect something and he leapt into action, saying he would be more than happy to help. He plugged the car into the system, identified the faults and carried out a software download, all of which cured the issues with the car. The customer took the car away very happy at the swift turnaround in fixing his car. James did all this in his own time to delight our Customer.
Thank you James!!
Charlie Wells (right), Business Administrator, congratulating Gina Andrews.
Award Nominee, January 2019
Our Making it Special award for January goes to Gina, who looked after one of our customers recently when collecting his new car. The customer had recently suffered from ill health which saw him in hospital for a period of time. When he arrived at the dealership, he was looked after by Gina who took time away from the reception desk to chat with him to ensure he was feeling better and made his visit a personable one.
Hi Gina Many thanks for your interest in my health issues today…you actually cheered me up when I was feeling pretty fed up about my car! See you again soon.Kind regards
Well done Gina
Ian Bennett (right), Head of Business, congratulating Joe Morgan.
Award Nominee, December 2018
Our December Making it Special nomination goes to Joe who has delivered an incredible experience to a long-standing customers.
The customer had placed an order some months prior and once delivery had been arranged he was taken ill and admitted to hospital. Joe kept in contact with him and purely out of concern, paid him a visit in hospital armed with a get well card and present. The customer was overwhelmed by Joe’s gesture and when he was fully able to, he collected his car which was made a memorable experience due to Joe’s attention.
Well done Joe
Ian Bennett (right), Head of Business, congratulating Richard Lovell-Butt.
Award Nominee, July 2018
Richard has been nominated by several of his colleagues for his selfless attitude to ensure we are making it right for our customers. Throughout the month of July in a very tight turnaround, we needed cars collected from some distance away. Richard happily used planes, trains and drove returning the next day to ensure we could make the delivery of cars happen. Not only do the team nominate him for going the extra mile, he also travelled the extra miles for us.
Well done Richard
Ian Bennett (right), Head of Business, congratulating Steve Mulvoy.
Award Nominee, August 2018
Steve has gone above and beyond to ensure the smooth running of the Service department. He has turned his hand to Warranty, Workshop Control as well as his own job as a Service Advisor. He is also mentoring our new Warranty Administrator.
He has shown adaptability to step in and help where the demand has been most needed in the department. A true “one team” player!
Well done Steve
Ian Bennett (left), Head of Business, congratulating Mark Banks.
Award Nominee, June 2018
Our nomination for June is Mark Banks, who has gone above and beyond to delight one of our new car customers. He delivered their new car to their house out of hours on a Saturday evening and when he returned back to the dealership, one of our other customers car was being recovered having broken down. Chris recognising the customers car and knowing that they had only taken delivery a few days prior, called them and dropped a car to their house to ensure they were mobile.
Well done Mark!
Ian Bennett (left), Head of Business, congratulating Rob Gicquel.
Award Nominee, May 2018
A customer came into the dealership with her young daughter, due to her vehicle breaking down. Knowing that they were going to have a wait, Rob took them to a fun local leisure facility whilst their vehicle was being fixed and also arranged for them to be picked up afterwards. They had a fantastic time and was greatly appreciated by the family.
This was a great example of making it special and delighting one of our customers. Well done Rob.
Ian Bennett (right), Head of Business, congratulating Dana Penfold.
Award Nominee, April 2018
On an extremely busy Friday, there was a struggle to get cars delivered back to customers. So as not to let down any customers, Dana collected her daughter from school at the end of her shift, dropped her off with relatives and returned to the dealership to help the team in the delivery of cars for the service department. This was a great demonstration of “one team” spirit and effort to keep our customers delighted.
Ian Bennett (right), Head of Business, congratulating Nathan Jackson.
Award Nominee, March 2018
In March we experienced some extreme weather conditions. Being part of a great brand there were no excuses not to get home or back to work! However, one colleague exceeded this and went above and beyond rallying around picking up and dropping off his colleagues in his own defender.
Following a long shift, he went up to the local hospital to help the medical staff get home and transport them into the hospital. Nathan certainly went that extra mile and is fully deserving of this month’s making it special.
Well Done!
Ian Bennett (right), Head of Business, congratulating Louise Brooks.
Award Nominee, February 2018
During one of the busiest times for the Sales Department, Louise who is usually part-time has volunteered to do as much as possible to support her colleagues. She has been working 5 days a week for as many hours as needed to ensure the smooth running of the department.
She has shown great One Team spirit, going above and beyond to ensure our customers and colleagues were not affected.
Thank you for all your hard work!
Ian Bennett (right), Head of Business, congratulating Kevin Crawford.
Award Nominee, January 2018
Kevin Crawford has been nominated by his colleagues for consistently displaying a one team attitude. He is always willing to drop everything to help his colleagues out, which sometimes means he finishes late. He goes above and beyond to assist and advise his team members to ensure we deliver a great customer experience.
Well Done Kevin!
Ian Bennett (left), Head of Business , congratulating Steve Mulvoy.
Award Nominee, November 2017
Steve Mulvoy has been nominated by a customer for ‘Making it special’ for them. Not only did we receive great feedback for the first class experience he delivers to our customers, this is also reflected in his everyday contact with customers and colleagues where he aspires to go above and beyond.
I wanted to give you some positive news about a member of your service team, Steve Mulvoy. He has been handling the service of my car and more recently a warranty issue. His handling of all matters has been excellent. Nothing is too much trouble, he is very professional and just gets on with it and gets the job done. He is also very proactive and frankly, he is one of the best guys at Land Rover I have dealt with. This is my third Range Rover. Given how Stephen has handled dealing with the car I will certainly consider Guy Salmon Portsmouth when I come to replace the current Range Rover. From what I have seen of Stephen, he strikes me as someone who is a credit to himself and Guy Salmon and the kind of guy who is worth hanging onto.
What great feedback Steve and a true demonstration that getting the basic’s right is so important to our customers.
Ian Bennett (left), Head of Business, congratulating Steve Mulvoy.
Award Nominee, October 2017
Steve has been nominated by a customer for ‘Making it special’ for them. Not only do we receive great feedback for the first class experience he delivers to our customers, this is also reflected in his everyday contact with customers and colleagues where he aspires to go above and beyond.
I wanted to give you some positive news about a member of your service team, Steve Mulvoy. He has been handling the service of my car and more recently a warranty issue. His handling of all matters has been excellent. Nothing is too much trouble, he is very professional and just gets on with it and gets the job done. He is also very proactive and frankly, he is one of the best guys at Land Rover I have dealt with. This is my third Range Rover. Given how Stephen has handled dealing with the car I will certainly consider Guy Salmon Portsmouth when I come to replace the current Range Rover. From what I have seen of Stephen, he strikes me as someone who is a credit to himself and Guy Salmon and the kind of guy who is worth hanging onto.
What great feedback Steve and a true demonstration that getting the basic’s right is so important to our customers.
Ian Bennett (right), Head of Business, congratulating Mark Edwards.
Award Nominee, September 2017
Mark is our well-deserved nominee, not only for his continued support and One Team spirit but because he goes above and beyond in delighting our customers. He consistently updates customers and sales staff on the progress of their new cars and makes sure when its time to collect they are presented in their gleaming splendour with the customers desired media settings installed. He has also during the busy month of September assisted the Aftersales department to prioritise the new cars through the workshop, enabling the process to be seamless and efficient, reducing customer collection waiting times.
Well Done Mark!
Ian Bennett (right), Head of Business, congratulating Brian Herridge.
Award Nominee, August 2017
Brian showed One Team spirit going above and beyond to solve issues with a replacement car for a customer. This was a buyback where we had managed to find a used car as a replacement. When the car turned up there were several problems with the replacement and it was the day of handover. Brian took it upon himself to source replacement parts and rallied a team together to get the work done in a tight timeframe which meant we could delight the customer.
Well Done Brian!
Brian Herridge
Award Nominee, July 2017
Brian showed “One Team” spirit going above and beyond to solve issues with a replacement car for a customer. This was a buyback where we had managed to find a used car as a replacement. When the car turned up there were several problems with the replacement and it was the day of handover. Brian took it upon himself to source replacement parts and rallied a team together to get the work done in a tight timeframe which meant we could delight the customer.
Well Done Brian!
Nikki Butler
Award Nominee, June 2017
Although Nikki was employed to assist us on an as and when basis, she really has gone above and beyond, pulling out all the stops sometimes at very late notice, dropping everything and moving personal appointments at the last moment to assist the team to deliver a first class service.
With her fun and positive attitude she really has shown One Team commitment. Nikki has very quickly become an invaluable member of the team.
Thank you Nikki!
Gina Andrews
Award Nominee, May 2017
Gina has been nominated for Making it Special for supporting and mentoring new team members and rising to the changes and challenges as part of the front of house team. She has shown a professional and positive attitude to the demands in our busy dealership in true “One Team” spirit.
Gina always delivers exceptional customer service and we are proud to have her as a representative of the team at Portsmouth.
Well done Gina!
Julie Heaton
Award Nominee, April 2017
Julie has been a great role model to our new Accounts Junior, taking time out of her busy day to assist with the training, always ready to pass on her extensive knowledge.
Not only mentoring our dealership Accounts Junior and juggling her busy workload, she has also been training from a distance the Accounts Assistant at Ascot.
Thank you, Julie!
Clare Freemantle (right), Head of Business, congratulating Paul Riddell.
Award Nominee, March 2017
Paul has assisted in delivering the preparation of 134 new cars, 33 used cars, 43 trade cars and photographed 70 cars and throughout has been an enthusiastic and upbeat team member keeping smiles on everyone’s faces.
He has also developed a relationship with a local country club to enable better quality pictures to be taken of our stock. He has arranged to have flowers delivered to the manager of the site to keep the relationship strong.
Well Done Paul!
Rob Gicquel
Award Nominee, February 2017
Rob has shown consistent “One Team” enthusiasm. He has helped out on reception to cover leave whilst we recruited our new team members and supported them in busy periods and as they have been learning the role. He also managed to deliver a first class service on a mystery shop whilst stepping in to assist the reception team alongside learning his new role in the service department.
Well Done Rob!
Clare Freemantle (left), Head of Business, congratulating Richard Holding.
Award Nominee, January 2017
Richard was due to hand over an ex-demonstrator Discovery Sport which the customer had bought, only making a decision to buy the car a few days before his wife was due to give birth. A couple of days after the purchase date, on the day of delivery the customer informed Richard that he could not pick the car up as his wife had gone into labour and was in hospital. Knowing that the customer did not have a car to bring his new family home from Hospital, Richard arranged to have the car dropped off at the customer’s house and also sent a teddy to the Hospital.
Richard Holding with Clare Freemantle, Head of Business
