Sytner JLRS Division
Alan Davis (right), Head of Business, congratulating Jenny Golding.
Jaguar Land Rover Ascot Service Centre
Award Nominee, January 2017
Jenny is a very valued member of the Accounts Team and will always help whenever she can. Jenny has recently provided invaluable Accounts support following the opening of the PDI Centre to make sure all bills are paid on time, on top of this she has also been involved with the training of the Junior Accounts Assistant.
Well Done Jenny.
Reuben Marechal (right), Sales Manager, congratulating Seebo Shan.
Award Winner, January 2017
Our nomination is for Seebo for a fantastic example of him ‘Making it Special’ for his customers, who were expecting a baby when they collected their new car.
It seems as though Seebo chose just the right nappy size! The customer wrote to us with the following message for him
Thanks so much for the diapers and teddy bear. We actually bought size 2 thinking that she would be a bit big, but she surprised us and needed a size 1. I was so pleased to see those diapers on that first night.
This really demonstrates Seebo’s drive to make each handover unique to his customer.
Well Done.
Trevor Wale (left), Aftersales Manager, congratulating Lynsey Swaby.
Award Nominee, January 2017
Our nomination is for Lynsey Swaby who has achieved a fantastic 90.3% CLP score for the start of the year, this is an amazing result and is a great recognition of Lynsey’s hard work and attitude to her customers. Lynsey continually demonstrates her commitment to ‘Getting it Right’ for our customers.
Well Done Lynsey.
Rachel Miller (), Dealership Accountant, congratulating Rebecca Hay.
Award Nominee, January 2017
Becky is always willing to go above and beyond her job role as an Accounts Assistant. She regularly helps cover the reception desk and we have had fantastic customer feedback about her.
Whilst on reception she dealt with a mystery shop enquiry in a professional manner and contributed to the 100% score. When passing through the showroom she always ensures that our customers are looked after and truly believes in the Customer First Strategy.
Becky is a One Team player and is always the first to help out in other departments.
Well deserved.
David Hamman
Award Nominee, January 2017
Dave stayed late one evening and went above and beyond to deliver a vehicle to a customer that was running very late. He gave up more than two and a half hours of his own time in the evening without being asked to, ensuring the vehicle was repaired to the customer’s satisfaction.
Dave went one step further and even physically showed the customer under the car to show him the reasons why the repair took so long which the customer was very impressed with. Another important reason for the nomination is with our current shortage of Master Technicians, Dave has stepped up internally and has put himself forward to become a Master Technician and is spending most nights at home studying new products and technologies to ensure that he gets there as quickly as possible.
Aidan our most recent Apprentice is also thriving under Dave’s 35 years of experience and really enjoys working with Dave.
Tom Jobson (), Sales Manager, and Steve Cox (), Mentor, congratulating Sam Revill.
Award Nominee, January 2017
I am pleased to tell you that our January nomination for the ‘Making it Special’ award, goes to Sam Revill, one of our Graduate trainees.
This is a fantastic achievement, as last month Joe won it who is our other new recruit! Sam received a heavy majority of nominations this month as in an extremely busy period, Sam managed to make himself available to help where needed, as well as getting on with his studies preparing for his next mentor assessment day. Whether assisting with a car handover, discussing the product with clients before a sales executive gets to them, or actually selling his first car when no one else was available.
Sam’s attitude will lay the foundations for a very successful future.
Well Done Sam!
Andrew Needham (right), Head of Business, congratulating John McKenzie.
Award Nominee, January 2017
Thames Ditton Jaguar had sent a driver to collect a used car from our site which they had sold and was needed for their customer the following day. The driver called mid-afternoon to state the rail service was appalling and he was experiencing massive delays. John asked the driver to keep him posted on his journey as he didn’t know what time he was to arrive.
At 5pm he called to say he should be with us around 7pm and would anyone be present otherwise he would have to work out how to get home, as the train services were terrible due to strikes in the south-east.
They also couldn’t give us a date when it would be collected if this collection was aborted. John advised the driver that he would wait for him as he genuinely had no way of getting home that evening to his family. He made sure the car was ready by the door for his late arrival and he couldn’t thank him enough.
A taxi would have cost four to five times the amount he was being paid and Thames Ditton would have had a very disappointed customer.
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!
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
Mike Tyson (right), Head of Business, congratulating Rob Broom.
Award Nominee, January 2017
Rob recently sold a Freelander to a gentleman in Shrewsbury. Shrewsbury isn’t local to us and the customer was wary of buying a car without seeing it. Rob went the ‘Extra Mile’ sending several videos to the customer showing the vehicle and addressing any concerns the customer may have had. In the customer’s words “nothing was too much trouble”.
When the vehicle was delivered the customer was delighted and wrote in to praise the excellent service he had had from Rob. He was particularly impressed with the contact after the vehicle was delivered. This is not a one-off situation. Rob consistently delivers an excellent standard of service to all of his customers and sets the standard we all aim for. Well done for making our customers truly feel special.
Paul Daw
Award Nominee, January 2017
Paul was on a night out in town had been queuing for quite some time to get into a popular club when he saw his colleague Tia stumble out a little worse for wear. He jumped out of the queue and without making a fuss, he discreetly directed Tia to the foyer of the venue, where he ordered, and paid in advance, for a taxi to take her home (even arranging a pit stop to her local McDonald’s en route, at her request!). He then took the taxi driver’s mobile number and told him that he would call him in half an hour or so, in order for the driver to confirm that Tia had arrived home safely. What a guy! One Team? – You Betcha!
Jerry Howell (right), Aftersales Manager, congratulating Ellie Bridgman.
Jaguar Land Rover South West London
Award Nominee, January 2017
I am delighted to announce Ellie Bridgman as our January award winner. Ellie was nominated by colleagues for the job she does both to support them internally and with customer visits. The feedback is always about her positive attitude, willingness to help all colleagues and her hard-working approach to getting the job done.
Well Done Ellie.
Paul Williams (right), Head of Business, congratulating Dave France.
Award Nominee, January 2017
Each Month, the dealership has a selection of new magazines delivered so that customers have access to the latest copies to read whilst they wait. As a result, the dealership has a monthly excess of magazines which would ultimately be discarded if it wasn’t for Dave, who generously recycles the magazines. Dave has been recycling magazines for many years. He takes nearly-new magazines and distributes them to local charities, hospitals and the local hospice so that the magazines can be used for others to read and enjoy instead of going to waste. We believe that this act of kindness deserves a Making It Special Award as Dave’s thoughtfulness not only benefits the environment but also helps local charities and the wider community.
Paul Williams (left), Head of Business, congratulating Ali Alavi.
Award Nominee, January 2017
Our nomination is for Ali Alavi for providing that personal touch, this just proves what a difference you can make as Ali did in exceeding all customer expectations and in so doing received exceptional feedback. This is just one example of Ali’s thoughtfulness. A key member of the service team Ali is efficient and extremely hard working and even when the department is hectic Ali is always smiling, calm and happy to help and always puts others before himself. “Visited Land Rover in Wakefield on the 22nd February 2017 for a diesel ad blue top up, I was asked what I was doing today by the lovely Ali Alavi on reception, I said it was actually my wedding anniversary he said hang on… then came across with a lovely bunch of flowers for my wife. Brilliant customer service not just on the car but take care of the actual customer 100%, very very impressed, will buy my next Range Rover from this garage without hesitation. Thank you for the team at Wakefield especially to Ali Alavi a credit to the motor trade and team.”
Seth Turner (left), Sales Manager, congratulating Jennifer Middleton.
Award Nominee, January 2017
Having recently transferred from reception to sales Jennifer has now completed her training with Volvo with flying colours and sold her first few cars. With her winning smile and infectious enthusiasm Jennifer creates fantastic experiences every day for her customers. Example comments from recent customers include:
Highly recommend dealership, I was made to feel like a valued customer throughout the purchase process. A relaxing comfortable showroom environment. Jenny was a pleasure to deal with from start to finish.
– Mrs. Field (Used V40)
Just a really good experience. I even got a bottle of champagne when I picked the car up. Jenny and the team couldn’t do enough to help. Very impressed.
– Mr. Jeffs (Used V40)
Jenny has been a joy to have in the showroom and is always happy to assist both customers and colleagues alike and we are sure she will have a long and prosperous career with Sytner.
Mandeep Rakharo
Award Nominee, January 2017
This month’s nomination goes to Mandeep for giving Mr. & Mrs Barker Excellent Customer Service. This was a communication that was sent over to us:
I just wanted to drop you a line to say ‘Thank You’ for the fantastic customer service and help we received from Mandeep with my purchase of the Land Rover Freelander 2 last weekend. From the first contact we made by phone to the test drive and taking delivery, the whole process was easy and efficient. Everyone that I met at the dealership was very pleasant. It’s one of the best car buying experiences I’ve had. The car is fantastic and just as promised.
Well done Mandeep.
