Sytner JLRS Division
Kelly Norris
Jaguar Land Rover Ascot Service Centre
Award Nominee, May 2017
Kelly has been a key member in helping develop and support the booking systems and processes by the introduction of the new filing and archive system, along with this she has been supporting the team by adding CLP comments to job cards. She is now using CitNow to help and support customer queries. Kelly keeps her working area to an immaculate standard; nothing is ever too much, she always goes out of her way to keep busy, happy to help others when needed and goes the extra mile. She has recently proven this by covering Saturdays when we were short staffed of Service Advisors. We always receive positive feedback from other members of staff especially from the Sales Department.
Clive Wilson
Award Nominee, May 2017
We would like to nominate Clive Wilson for making it special, he is always willing to stay late and come in on days off to ensure that cars are delivered back to our customers on time. He is always willing to help anyone with whatever they need and go the extra mile. Clive continually demonstrates exceptional customer service and presents a brilliant first impression of our company to the customers.
Thank you, Clive!
John Burgess & Richard Dingle
Award Nominee, May 2017
Our Service Drivers, John & Richard regularly work additional hours and in order to further improve processes even suggested starting early each morning to fuel and prepare the Service customer loan cars. Nothing is ever too much trouble for them to the point that they will work whatever further hours are required without complaint to ensure an outstanding customer service is always delivered. Furthermore, Richard gave up a Saturday to come in and deliver a new car customers’ vehicle back to him which was a 90-mile round trip! John is just as dedicated and will happily work late to make certain customers have their cars back whatever the late hour! Their outstanding attitude plays a vital part in ensuring Guy Salmon Land Rover Customer Service is second to none!
Alan Eldridge (right), Head of Business, congratulating Tom Jobson.
Award Nominee, May 2017
I would like to nominate Tom for really stepping up during May, during a period where we have faced many challenges. He has provided the Sales team with support and stability. One of the nice things to recognise Tom for is his recognition that he could not have done this without a fantastic team around who have all demonstrated a great attitude.
Well Done to Tom and his team!
Sarah Larner
Award Nominee, May 2017
Sarah Larner joined us at the end of February this year, as Sales Progress Chaser. Although she has only been here just over three months the difference she has made to the Sales team is unbelievable. She has really embraced the job. Traders have made lots of good comments on how things are now handled, transactions are dealt with in a calm and efficient way, so they arrive happier knowing they will be on their way quickly. This also helps with keeping the car park free of trade vehicles, which in turn has the effect of giving our customer a good experience, with no problem parking when visiting the dealership. Sarah is always ready to help in other areas of the dealership, with a winning smile. She also makes great cakes.
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
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!
Mike Tyson (left), Head of Business, congratulating James Wynn.
Award Nominee, May 2017
James is one of our newer Sales Executives and has recently graduated from the Sytner Graduate Program. He always receives excellent feedback. Please see the verbatim comments below. I think he succeeded making this customer feel very special. Well done James!
James went the extra mile to ensure I found a car to meet my needs.
James encouraged me to try the automatic as well as the manual version of the Discovery Sport. When I expressed nervousness in driving an automatic car he helped me to feel safe and confident enough to give it a try. I ended up purchasing the automatic version and I’m really glad I did.
Overall a very positive experience and I love my new car. Thank you.
Darren Jones
Jaguar Land Rover South West London
Award Nominee, May 2017
Darren has been nominated by his colleagues every month so far as he gets fully involved in helping others in his team and will go out of his way to do so. Darren is consistent in his job, providing great advice regarding parts and accessories and continues to go above and beyond for his customers both internally and externally. He has been recognised by his colleagues and management, but most importantly customers who often give feedback for his cheerful and positive attitude towards his work and where nothing is too much trouble.
Well done Darren and thank you.
Paul Williams (right), Head of Business, congratulating Ali Alavi.
Award Nominee, May 2017
Mr & Mrs Wright’s brand new Discovery Sport originally from Farnell Land Rover Leeds had several issues since its purchase and the vehicle was booked into our service department. Over the 6 week period the vehicle was with us Ali ensured Mr & Mrs Wright had regular updates on the vehicle and even made sure they had a courtesy vehicle for the entire duration of the fault finding exercise. Mr & Mrs Wright had all but lost confidence in the vehicle and were at the point where they did not want it back as they had lost all faith with the Land Rover product. Ali remarkably managed to turn the situation around so that Mr & Mrs Wright had their faith restored in their Discovery Sport and on collection even issued Mrs Wright with a bouquet of flowers which was a lovely touch. Well done Ali for showing an unprecedented level of service as he could quite easily of forwarded the problem back to Farnell Land Rover Leeds! In our opinion Ali Owned It, Solved It and Guy Salmon Wakefield gained a customer for life!
Yas Ghani
Award Nominee, May 2017
Our nomination is for Yas, following us receiving this great feedback from a customer:
A big thank you to Yas at the Select Leicester dealership. He made the process very easy for me, I didn’t feel pressured at all and felt confident purchasing a car from him. He was extremely attentive, knowledgeable, and professional during the whole process, unlike other people I had dealt with at other dealerships. Also, thank you to Steve for arranging the finance, he was great and I had a good laugh with him, a cheeky offer 2k under the asking always lightens the mood. I work in the hospitality industry and know the importance of looking after the customer, well I can truly say they surpassed my expectation. Little touches like turning the car around when it was raining so I could leave the dealership and get in the car without jumping over big puddles. Thanks again, the 3-hour train journey to collect the car was worth it and I will defiantly return to Sytner in the future.
