Sytner JLRS Division
Danny Davis
Jaguar Land Rover Ascot Service Centre
Award Nominee, March 2017
Danny Davis not only had his best ever month of delivering 32 vehicle sales during March but he also delivered outstanding customer service. During our busiest month ever so far and with lots of confusion and delays around new cars arriving, Danny kept his cool, customers informed and managed their expectations without either blowing a fuse or showing the internal stress. It was certainly one of those “Swan” situations for a few weeks. Please see below just a couple of customer CLP responses during March of why Danny’s our man!
When asked why they would recommend the Sales Consultant, this is just one of the positive response Danny received:
Danny was friendly and helpful keeping the handover a surprise for my husbands birthday. Thank you Danny.
Erika Bliss, Claire Cullen & Kate Lewis
Award Nominee, March 2017
Due to the team’s excellent customer service, our customer Brigadier Philip Bambury wrote to Simon Crane our Head of Business to praise the dealership and its staff after his experience with Guy Salmon Bristol.
Brigadier Bambury needed a replacement rear spoiler due to an unfortunate accident, however, he was due to fly to Switzerland the following day, our service team arranged for the car to be repaired whilst he was away. When he was delayed arriving with us and urgently needed to get to the airport, Team Bristol came into play and hatched a plan. Kate kindly offered to chauffeur our customers to the airport in one of our Range Rover Sports, which was much appreciated by Brigadier and Mrs Bambury, whose words were:
My wife and I were taken to the airport in a deliciously luxurious Range Rover Sport, expertly driven by Kate.
Even though their return flight was delayed therefore delaying the collection of the car, Brigadier Bambury was pleased to receive ‘nothing but friendly sympathy’ from our service team.
Mr Bambury states in his letter that from the first moment, speaking to Claire through to dealing with Erika and the help Kate showed in providing a last-minute lift, he was shown outstanding care and comforting, helpful attitudes. Brigadier Bambury finally signed off his letter with a wonderful statement
Above and Beyond? – very much so, Land Rover Bristol scored a lot of points!
Kevin Arnold
Award Nominee, March 2017
In March we delivered a record amount of vehicles in the month, Kevin was responsible for the preparation of 435 vehicles in March for customer deliveries as well as checking in many transporters several times per day.
The site was so busy that at times Kevin was moving lots of cars just to get to the one required – the record was to move 14 cars to get one out!
The entire Guy Salmon Coventry team could not have recorded the results that we achieved without Kevin’s amazing performance.
Lee Clarke
Award Nominee, March 2017
Lee has shown himself to be a true professional and he goes above and beyond to help the management team and others around him whilst continuing to excel particularly in the used car department.
The sales team regularly heap praise on him, regarding his work on used cars. The positive feedback we receive from customers regarding Lee is excellent too and we are proud that he is part of our team at Guy Salmon Jaguar Coventry.
A big thank you to Lee for a fantastic start to the year.
Heather Coleman
Award Nominee, March 2017
Heather has done an incredible job over the last month with the volume of cars she has sold and delivered in March. During this extremely busy time, Heather committed herself to ensuring each and every one of her customers were looked after to the highest possible standards.
Heather delivered the second highest volume of units in the department whilst achieving the highest volume of CLP returns with each return being either a 10 or Gold Star, an achievement to be incredibly proud of! In addition to this, she also made certain that many of her customers still received a special handover completing an outstanding experience when collecting their new car and thus ensuring the end to their journey with us was the best it could be. Last but not least, Heather also managed to sell the highest volume of cars this March!
Rob Allard
Award Nominee, March 2017
I am sure you will join me in congratulating Rob Allard, our service driver, for winning our March employee of the month! In a month where we could have had many worthy winners, Rob’s dedication to his tasks, and the help he gave everyone shone through.
In our busiest time of the year, with transporters arriving all times of the day unloading cars, and the service department achieving their biggest month on record, Rob was here at 7.00am every morning ensuring loan cars were ready to go, and more importantly, clearing up the car parking area ensuring customers arriving had somewhere to park their vehicles!
Then in the evenings, swamped with car deliveries back to the owners, regardless of how late this was.
Matthew Hunt
Award Nominee, March 2017
Matthew Hunt, Matt to all of us here at Maidstone, joined us in June 2016 less than a year ago and has in a short period of time proved to be a fantastic asset to the workshop. He has unending enthusiasm for the job, loves each and every challenge presented and always looks for the positive ‘can do’ solution to every job he takes on. This was perfectly demonstrated on one occasion when Mr James presented his XF for a straightforward service and MOT.
When the vehicle came in to the workshop it had low-level washers showing, having found the problem was as a result of a fault with the headlight washers, which we had no parts for and were on back order with JLR, Matt took it on himself to effect a temporary repair in his lunchtime to enable him to complete the MOT and keep the customer on the road and legal. Matt’s ambition is to reach JLR Master Technician status in less than two years and with his drive, energy and commitment, I have no doubt this will be achieved.
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!
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!
Mike Tyson (left), Head of Business, congratulating Samantha Gregory.
Award Nominee, March 2017
Samantha will always go the extra mile for customers, giving them exceptional customer service. She recently went out and bought a customer lunch from her own pocket as he was waiting for a five hour repair. The customer was delighted and felt very special.
Sam also waited after the close of business for one of her customers who had been caught up in traffic and was over half an hour late. She looked after her and her son exceptionally, offering them drinks and not rushing them. The customer was over the moon and wrote into the business to praise her.
The verbatim comments on the customer surveys stand out too, please see a couple below; “Always make you feel like nothing is too much trouble” “Very polite, and very helpful, did everything in one visit, even trained me on how to use the menu’s”.
Graham Foster
Award Nominee, March 2017
Graham is an absolute treasure, a real gentleman. He greets every customer each morning that arrives in our Drive Through, he is so welcoming and friendly and we regularly receive positive feedback from customers about his pleasant demeanour.
He has an excellent memory, always surprising customers by remembering their names. The level of service he delivers is consistently first class. Graham works part-time, arriving early each morning, leaving to go home around lunchtime and it was during a recent review that he approached his line Manager to offer to come back to the business towards the end of the day as he thought it offered our customers an improved level of consistency, such a brilliant idea! He is always prepared to go above and beyond to ensure the customer is first. He always has a smile for everyone and is an absolute asset to our business.
Clem Porter
Jaguar Land Rover South West London
Award Nominee, March 2017
Our winner for March is Clem Porter. Clem was nominated by 5 members of our team for her exceptional efforts in assisting the whole team to deliver a successful, record-breaking month. Clem has worked tirelessly throughout March, putting in many extra hours and organising her driving team to ensure all vehicles’ are prepped and ready for handover stage. She is a real team player and no job is too much hassle. A real asset to Guy Salmon TD! Thank you, Clem!
These are some of the reasons her colleagues supported her nomination – “Her devotion and ‘Carry On’ spirit is what drives our Department, she makes all of our jobs that much easier”. “She has worked tirelessly for the whole of March (well since she started at Guy Salmon actually) She makes sure the job is done properly, and she does it all with a smile on her face. So Clem has made March special.” “Her hard work, tolerance and organisation skills in getting all the cars through the PDI Centre and where they needed to be at the right time. She and her team worked tirelessly over March and will, I expect, continue to do so for the rest of the year.”
Josh Taylor
Award Nominee, March 2017
Josh always provides excellent customer service and his willingness to help others be it customers or his work colleagues shines through every day. On this extremely busy day in the Parts Department, Josh very kindly helped this customer get to where he needed to be with the minimum of fuss. He immediately took action by requesting the use of a vehicle to drive the customer to the petrol station. Even though this impacted significantly on his day leaving him staying later to finish his workload, Josh was just happy to help and in turn received great feedback from one very happy customer.
“I visited this branch to collect a part for my Range Rover Evoque. My vehicle was low on fuel and the petrol station was my next stop! The car park was very congested and the only place I could park was on a steep incline. After collecting my part I came out to find my vehicle wouldn’t start! I went back to the parts department to buy a jerry can preparing for a long walk to the petrol station. The guys kindly offered to lend me one and personally drove me to the petrol station!
Many thanks, Josh and the team for going above and beyond the call of duty”. “Jon”
Jenny Middleton
Award Nominee, March 2017
Jenny has recently taken on the role as Product Specialist at Tollbar Volvo Warwick. This is a new role which reflects Jen’s excellent personal and communication skills and consolidated by recently passing with outstanding results a 3 month long Volvo Momentum course which focusses not only on Sales Skills but every aspect of dealership activity in making the whole customer experience a special one.
Jen has excelled in her new role in assisting the Sales Team in making each customer’s experience a memorable one by involving herself with the sales process, adding gems of product knowledge through to creating well prepared and smooth handovers. As such she is frequently mentioned in our customer for life questionnaires and we feel her efforts should not go overlooked.
“The friendliness, the attention to detail and the overall help received by Jennifer made it a very enjoyable way to spend a lot of money!” “To Jenny. Thank you for helping my Mum and Dad when we were buying our new car. I love my new car Lego set too and happy I had a new car too”- Philip aged 10
Yas Ghani
Award Nominee, March 2017
This month’s award goes to Yas Ghani in recognition of him providing Mr Milliner excellent customer service.
This was a communication that was sent over to Select Leicester:
I simply wanted to say a big 'Thank You', and thank you to Yas Ghani as well, for your help yesterday, during my negotiations to purchase Golf GTI. In all my long car buying career (52 years, damn it!) I have never been treated better or with more efficiency and respect (Porsche GB, Aston Martin and Jaguar please note). This was a truly enjoyable experience, Yas is a delight and a highly skilled fellow, as I’m sure you know…but don’t tell him that! Long may Sytner Select thrive and prosper, I for one am sure you all will, as you deserve.
– Mr Milliner
