Sytner JLRS Division
Paula Smith
Jaguar Land Rover Ascot Service Centre
Award Nominee, September 2017
Paula has gone from strength to strength in the role as Senior Host. She is super focused on the needs of our customers and always wants to raise the bar in customer service. We are not sure she can take it any higher!! She has successfully recruited three Hosts for Reception to allow our customers continuity with the high standards set along with knowledge of the business. The Showroom is kept miraculous clean, not a dirty cup or saucer insight. Everyone has the same fabulous welcome either on the phone or face to face and nothing is too much trouble. Paula has recently taken over and revamped our internal newsletter ‘BRASCOT News’ keeping the dealership up to date with business and employee news. Guy Salmon Ascot would be a dull place without Paula.
Thank you, Paula!
Mark Ashbee
Award Nominee, September 2017
Our nomination is for Mark Ashbee for providing exceptional customer service.
I was delighted with the customer service received from Mark. The car broke down on the M32 and basically developed a mind of its own, it started to over rev and accelerate on its own, and then I slammed the brakes on and the engine faulted and the steering went slightly heavy making it difficult to pull over to the hard shoulder. Quite a shake-up of an experience. Mark was reassuring, personally helped with the car, (I had two car seats, two prams and a carload of stuff that I then had to put into an uber by your warehouse). He has also been a pleasure to deal with since, so I wanted to compliment you on an excellent member of staff.
The Customer was feeling stressed and agitated due to the incident that occurred on the motorway and Mark put the customer at ease and helped him with his onward travel. Mark worked with the customer to help him understand the diagnosis and depth of repair of his vehicle.
Andy Penn (left), Aftersales Manager, congratulating Des Cox.
Award Nominee, September 2017
Our nomination is for Des, who is our Senior Technician in the preparation centre. Des is a willing pair of hands who is not only technical but will turn his hand to whatever needs doing. He organised and delivered all the new and used cars delivered in September and does so month in, month out. His dedication to the prep centre and the business is exceptional and he is a worthy winner of this award.
Well done Des!
Beth Tyler-Smith
Award Nominee, September 2017
Beth has become a consistent top performer in the After Sales department since completing her Graduate Programme. During the month of September, she covered for Teodora’s breakdown team; whilst also meeting with the Sales department on a daily basis to make sure all commitments were made and September customers were not let down.
She is a credit to the Group.
Well done Beth!
Alan Eldridge (left), Head of Business, congratulating Dean Moon.
Award Nominee, September 2017
Dean Moon is our September nomination, this is in recognition of his ‘One Team’ spirit and understanding that customer service does not just stop with our customers.
Dean is mentioned by his colleagues as someone who can be relied upon to help out anybody in need of help, in particular, our Sales Admin and Front of House Team wanted to express their appreciation.
Thank you, Dean!
Andrew Needham (right), Head of Business, congratulating Paul Shepherd.
Award Nominee, September 2017
Our nomination for this month goes to a member of our team who has worked quietly and with an eye for detail; Paul has worked exceptionally hard to maintain number 1 status in group internal warranty audit – 0% score. He has also been willing to travel to one of our other dealerships to help clear their backlog of work; Paul then spent an additional day helping with their current workload, to give them a good start again.
‘Making it Special’ isn’t always about doing something flamboyant– it’s about doing the things that need doing consistently, effectively and offering a seamless service to the dealership, but this time Paul has gone ‘above and beyond’. He is a star performer and a team player.
Thank you, Paul!
Chris Sillitoe
Award Nominee, September 2017
Our nomination is for Chris, who is always willing to work extra hours to make sure that we are delivering customers cars back to them when they are expecting us to. This allows us to deliver a high level of customer satisfaction.
Chris usually does this without being asked to.
Great effort and appreciated by us!
Gary Cox (left), Sales Manager, congratulating Joanna Brumstead.
Award Nominee, September 2017
We would like to nominate Joanna for this month’s ‘Making it Special’. She ‘Makes it Special’ for many our customers every day with her service and smile. Having been with the company for 18 years, she has been a very familiar face and has taken the time to get to know them which is always appreciated by our customers.
Since September she increased her hours to cover the whole day, and is now able to greet our customers back in the afternoon, little facts they told her in the morning, she will remember or note down. Upon their return, she can then use the information collected to make the welcome more personal and more memorable. Her ability to help other departments with additional administrative tasks as well as carry out her hosting and reception duties, whilst managing to offer a friendly and warm welcome to our visitors displays her dedication to Guy Salmon Jaguar Northampton.
We always receive brilliant feedback about Joanna and regularly she gets mentioned as the ‘Most Memorable Individual’ on our customer feedback for her professional and friendly service. We would like to take this opportunity to really thank Joanna for her efforts, especially through a very busy and turbulent September.
Well done and thank you!
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!
Mike Tyson (left), Head of Business, congratulating Natalie Pidcock.
Award Nominee, September 2017
Natalie is an integral part of the service team. She is very focused, especially when it comes to customer satisfaction. Her role involves some warranty administration, invoicing, email booking confirmations and follow up calls. September was a very busy month which meant that Natalie had lots of follow up calls to make. Her can-do attitude enabled her to do this with ease. The CLP results speak for themselves Customer follow up – Natalie is at 95%. The region average is 76%, the group average is 72% and finally, the national average is 69%.
Well done Natalie, I think you were definitely making it special for our customers!
David Edwards (right), Head of Business, congratulating Deborah Lancaster.
Jaguar Land Rover South West London
Award Nominee, September 2017
Paul Williams (right), Head of Business, congratulating Wayne Potts.
Award Winner, September 2017
Wayne consistently receives great feedback from customers but in this instance, he excelled himself with his professionalism and attention to detail with customer Mr Ian Harrison, who purchased an Aston Martin DB9 in September. Mr Harrison has Parkinson’s Disease and his son-in-law, Nick Bean, had called to say his father in law’s last wishes on his bucket list was to purchase a DB9.
Nick explained that Mr Harrison had deteriorated now to an extent where he cannot walk or talk and could we do something to make the purchase special like placing a sign in the vehicle when Mr Harrison came to view it. Wayne went a few steps beyond and had the car strategically placed at the top of the entrance to the dealership, roped off and adjoined by the Sytner Select flag, also inside the vehicle was a sign reading Reserved For Ian Harrison and a bottle of champagne ready and waiting to present to Mr Harrison upon arrival.
Mr Harrison and Nick were absolutely delighted and even posed for pictures. Prior to delivery, Wayne also arranged to get the car to Aston Martin, Nottingham for a service and also asked Aston Martin for a goodie bag as another nice surprise for Mr Harrison on delivery. Wayne then delivered the vehicle to Mr Harrison’s nursing home where it has been placed outside Mr Harrison’s window for him to view 24hrs a day and on a weekend enjoy a ride out with Nick.
All in all, Wayne truly pulled out all the stops and made this customer’s experience genuinely special.
Jay O’Toole
Award Nominee, September 2017
During last month we have had a high demand on our workshop, this had also been affected by sickness and staff holidays. Jay really stepped up to the mark during this busy time. We had several customers who needed their cars back urgently following breakdowns or additional required work. Jay stayed late every day for a week to ensure that the customers received their cars back on time. Jay’s commitment and work efficiency really benefitted the service department. We had a lot of very good feedback from customers who could pick their cars up sooner than expected.
Well done Jay!
Steve Rogers (left), Business Manager, congratulating Sian Hames.
Award Nominee, September 2017
Sian has recently taken on the role of Health & Safety Coordinator and we have had a great audit and great feedback from Katie on what a great job she has done in a very complex subject.
As well as Health & Safety, Sian is always going the ‘Extra Mile’. Mr Michael Porter rang in after taking delivery but he only had one key ring and wanted another for his wife’s set of keys. Without asking, Sian got one posted out and immediately responded to the customer, “No problem I will send you one out today”.
Mrs Smith had recently taken delivery of an Audi TT and called in distressed because her car was making a funny noise and she had her children with her. Sian immediately asked where she was and said we will come out and pick up the car and bring it back to be sorted. She was over the moon with how we handled the situation.
Great work Sian!
