Sytner JLRS Division
Paul Foster
Jaguar Land Rover Ascot Service Centre
Award Nominee, July 2017
Paul has supported the Jaguar and Land Rover Sales Team amazingly through the recent period of staff shortages. He has also looked after the additional support Drivers who have recently come on board and shown them the ropes. During this period Paul always had a cheery outlook and an occasional song…
Thank you, Paul, for not only delivering cars but also delivering exceptional customer service.
Well Done!
Bradley Goldsmith
Award Nominee, July 2017
Bradley has had a big impact on customer service, he is an apprentice and every morning he goes out to the service desk and helps the service advisors seeing customers in. He obtains information from the vehicles and takes customers to their loan cars. He also inspects the loan and customers cars. Bradley has also started helping with customer waiters during the day, this has had a massive impact on customer waiting time. He always offers to come in on weekends to assist and brings a lot to the team.
Well Done Bradley, a fantastic start to your career with us!
Rob Redsell
Award Nominee, July 2017
Rob had a lady customer in distress on a Saturday morning with a broken door mirror who was here as soon as we opened. After trying to Mix and Match glass and Mirror backing, and then putting it together, the customer was over the moon! (Perhaps she had damaged this and hadn’t told Hubby)! I received a great email from her, being delighted with the service she received.
Also, we accommodated a Wakefield driver to do a hand over from our showroom. When he arrived with us, he had incurred problems with the car on the way down and noted some bits missing. Once again Rob went out of his way and sorted out the parts required, and all went well on handover. The Wakefield driver who did the handover emailed me to pass on his thanks to Rob and Luis, who dropped him to the station for him to get back.
Kaylea Hodson
Award Nominee, July 2017
Kaylea is a worthy winner of July’s Employee of the Month. Not only is she consistently the life and soul of any Guy Salmon Knutsford event. Throughout July she decided to come and re-join the Service team in their hour of need on a short-term basis making outbound bookings to relieve the pressure on the two new reservation executives. Kaylea’s vast experience in this area from her previous role was invaluable in ensuring the Aftersales department continued to meet its retail sales objectives. She also took time out of her busy life supporting the Used Car team to pass on her knowledge and experience to the new members of the service team. Kaylea showed true Sytner one team spirit and we are extremely lucky to have her.
Well done!
Leanne Abrey
Award Nominee, July 2017
Leanne had the majority of the votes this month as she has very quickly become a valued member of the team, due to her teamwork, efficiency and sense of fun.
Leanne’s colleague says “I am nominating Leanne as even though she is new herself she has taken me under her wing with training me. She has been so patient, supportive and encouraging over the past 4 weeks. Even when I have made mistakes or had a mini-meltdown she has been there to help me back on track.”
Well Done Leanne!
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.
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!
Geoff Meakes
Award Nominee, July 2017
Geoff has been with Guy Salmon for many years. He started as a technician and then progressed to a service advisor role which he has been doing for several years. He has been nominated by a member of the Service team because he always goes out of his way to help where ever he can, getting it right and making it special for customers and colleagues alike. “He’ll come in early to move cars to make life easier for our customers and his colleagues. He’ll also stay behind if other members of the service team are running late so they don’t have to walk to the car park on their own. It’s a really sweet thing to do” says Kerry Agar, a member of the Service team. “Geoff is truly a One Team player,” said Brian Bannister, Service Manager.
Julie Eacott
Jaguar Land Rover South West London
Award Nominee, July 2017
We are delighted to announce Julie Eacott as our winner for July’s ‘Making it Special’ Award. Julie has been nominated by her colleagues for her outstanding work on our service reception area and for dealing with all of our customers so well every day. Julie has been a breath of fresh air here and her contribution to making our customers feel valued at that first point of contact we believe is having a very positive effect on the whole place. We have also received great feedback from our partners at JLR about her hosting skills so if they see it the customers certainly are. Not only is she amazing with our customers – she is amazing with the team. She gets stuck in – has spent this last week washing all the cups etc. with her bare hands as we have had no dishwasher, she is always happy with a smile and our customers love her! She has received numerous mentions in CLP as well as direct emails about her welcome manner and how lovely and efficient she is. First impressions make a difference and we can’t thank Julie enough for the impact she has had on our business and our customers. Well Done Julie!
Adam Hoyle & Callum Osborne
Award Nominee, July 2017
Parts and Service came to the rescue of Mr and Mrs Price, who were new to the Land Rover brand and had owned a Mercedes for 12 years, were due into the dealership for their handover of a brand new Discovery Sport. During the handover, the vehicle starting giving out malfunction readings saying the bonnet wasn’t closed properly. Having opened and closed the bonnet several times this wasn’t having the desired effect and it continued to show warnings on the dashboard. Craig Archer, Sales Executive reassured Mr and Mrs Price that is was an errant reading and giving that the time was getting on lead Mr and Mrs Price back to the hospitality area. Craig then drove the vehicle down to the workshop for assistance.
As it was late, all of the Technicians were finished for the day, but he just managed to catch Callum and Adam when they were literally walking out the door. Craig explained the problem to them and without hesitation or delay, Callum told him to drive the vehicle into the workshop where he would look at the problem. It turned out the bonnet catch was actually faulty and not tightened properly during the cars build. The problem involved the removal of the grille and part. Whilst Callum was investigating the problem, Adam stayed late to see if any parts were needed as this department was also closed for the day. After the first fix failed, it was decided that a new bonnet catch was required and Adam went to check if we had one in stock. Thankfully, we did so this was supplied and fitted and problem sorted.
Thanks guys for wonderful team effort thus eliminating any disappointment to Mr & Mrs Price with their first journey into Land Rover ownership.
Keith Johnson
Award Nominee, July 2017
For quite simply being the most hard-working, selfless, diligent and supportive colleague anyone could wish for. Voted for the ‘Making it Special’ award unanimously by the other members of the sales team for always being happy to help others with preparation, handovers, paperwork etc. Keith also always goes the extra mile for his customers and we have lost count of the times he has gone out of his way to look after his customers, coming in early, on his day off, staying late to do handovers or generally make their lives easier. Keith is like the glue that keeps the team together, the jam in the sandwich, the sugar in the tea that just makes everyone’s day a little brighter and we can’t nominate anyone more deserving.
Hannah Melding
Award Nominee, July 2017
This month’s award goes to Hannah Melding and the reason for that is due to giving Tim Mason Excellent Customer Service.
Hannah Melding was the lady who made the sale and was very polite, professional, efficient in closing the deal but not pushy and made me feel very comfortable in buying the vehicle, and also very welcoming when I arrived to collect the car. A real credit to your team with a professional and personable approach. Steve Rodgers provided me with the finance and again ticked all the boxes above, knowledgeable, organised and thorough with all the paperwork. Both were a good laugh and relaxed but maintained what I believe was an excellent service and left me with an enjoyable memory of buying what I believe is a fantastic motor. Hopefully, we will do business again and I would recommend you to my family, friends and work colleagues.
