Sytner JLRS Division
Paul Titre (right), Aftersales Manager, congratulating Heather Boase.
Jaguar Land Rover Ascot Service Centre
Award Nominee, October 2017
Our nomination for October is Heather who is our Service Receptionist. Heather is a pleasure to work with and puts her work and colleagues before her own needs. She is always willing to help and cover at short notice including tasks that are above and beyond her usual day to day role. Heather will always go out of her way to exceed customers’ expectations.
Thank you Heather!
Tim Fox (right), Aftersales Manager, congratulating Rob Curthoys.
Award Nominee, October 2017
Rob has recently started with us and he is settling in well. Rob has received three gold stars for his excellent customer service and he has bonded with the team and also our customers.
Rob has brought with him extensive knowledge and experience and he is always willing to assist his colleagues by passing this on, really demonstrating a ‘One Team’ approach.
Rob has a very personable character that makes everyone around him feel at ease.
We look forward to working with you Rob!
James Middlecott & John Cleaver
Award Nominee, October 2017
Our nomination for October is for James and John who have worked tirelessly to keep on top of Warranty. Following a recent warranty audit, they have managed to deliver one of the best ever results. All of their hard work and dedication has really paid off, and we have not had to pay out too much as a dealership.
James and John have also assisted other sites within the division by providing training to new starters, ensuring that everyone gets off to a good start. When the new warranty system was being introduced James and John were part of the pilot, whilst still keeping on top of their day to day work.
Fantastic ‘One Team’ effort and we appreciate all of your hard work.
Andy Penn (centre), Aftersales Manager, congratulating Paul Leek & Andrew Leek.
Award Nominee, October 2017
Our nominees for October are ‘The Leek Brothers’.
Paul joined us as a technician from Mercedes-Benz, and has since adapted to the change to the Jaguar brand and is now an integral part of the workshop team, you always know when he is in the business! Andrew joined us as a Service Advisor and he has fitted into the team really well, taking the strains of a busy service department and helping to deliver a better customer experience. Between them, they have helped us to recruit two technicians and a service advisor.
They are a strong addition to the team at Guy Salmon Jaguar Coventry family.
Well done both!
Steve McKenzie (left), Workshop Operations Manager, congratulating Sharzly Malata.
Award Nominee, October 2017
Sharzly last week had a customer, Mrs Batman in for a replacement part, she decided to wait for the part to be fitted as it was not going to take long. Whilst the technicians replaced the trim they found that the part had arrived incorrectly. Sharzly quickly found a solution and advised Mrs Batman of the circumstances and made her aware that he really wanted to get this resolved within one visit to save further inconvenience and suggested that she took full advantage of our voucher offer that we have with a hotel next door.
Whilst dropping Mrs Batman off at the Hotel he noted that Mrs Batman was low on baby milk, so he took the initiative to purchase some baby milk with his own cash and delivered it to Mrs Batman whilst she had her lunch. She was over the moon with this and was soon on her way home with trim fitted and a happy baby, later on in the day her husband called to thank Sharzly for all his efforts.
Sharzly demonstrated that you can still exceed a customer’s expectations when all odds are against you. Well done Sharzly!
Andrew Needham (left), Head of Business, congratulating Dan Keam.
Award Nominee, October 2017
Dan hosted an event at the dealership on Saturday the 4th of November, the annual quiz night for the Mayor of Tonbridge and West Malling, who is a customer of his.
Dan was at the dealership for 17 hours straight, and the event raised around £2600 so totally worth it! The money he raised went to Age Concern Malling – Dementia Day Care Centre and Ellenor, they support families facing a terminal illness, providing nursing and respite care at home to babies, children and teenagers with life-limiting illnesses.
Well Done Dan, a fantastic effort for a very worthy cause!
Ian Bennett (left), Head of Business, congratulating Steve Mulvoy.
Award Nominee, October 2017
Steve has been nominated by a customer for ‘Making it special’ for them. Not only do we receive great feedback for the first class experience he delivers to our customers, this is also reflected in his everyday contact with customers and colleagues where he aspires to go above and beyond.
I wanted to give you some positive news about a member of your service team, Steve Mulvoy. He has been handling the service of my car and more recently a warranty issue. His handling of all matters has been excellent. Nothing is too much trouble, he is very professional and just gets on with it and gets the job done. He is also very proactive and frankly, he is one of the best guys at Land Rover I have dealt with. This is my third Range Rover. Given how Stephen has handled dealing with the car I will certainly consider Guy Salmon Portsmouth when I come to replace the current Range Rover. From what I have seen of Stephen, he strikes me as someone who is a credit to himself and Guy Salmon and the kind of guy who is worth hanging onto.
What great feedback Steve and a true demonstration that getting the basic’s right is so important to our customers.
Mike Tyson (left), Head of Business, congratulating Sam Gregory.
Award Nominee, October 2017
Sam Gregory is a key member of the service team. She constantly goes the extra miles to give our customers excellent service. Year to date she lies in second position in the Gold Star League with an amazing 47 gold stars.
Sam always has amazing feedback from her customers and is a true asset to the business.
Well Done Sam!
Stephen Otley (right), Head of Business, congratulating David Wong.
Award Nominee, October 2017
David has a loyal customer who has driven everything from Toyota’s to BMW’s and has always dealt with David. He was unfortunately diagnosed with Cancer, but thankfully he underwent a successful treatment and went into remission shortly after.
When he found out that David was working at Land Rover, he came in to see him and look at the possibility of owning his first ever Range Rover Sport! After several cups of coffee and a good catch up, he placed his bespoke order from the factory. Around 2 weeks before the car was due to be delivered, his son rang David to inform him that sadly the Cancer had returned. After insisting that we would cancel the order due to his illness, his family decided that he would take delivery of the car and enjoy the vehicle that he had been looking forward to so much.
David was keen to treat Ken to something after everything he was going through so decided to take him out for dinner along with their two wives which was an enjoyable evening for all. Over the dinner table, Ken mentioned that a friend of his had been over to Germany to test newly available stem cell treatment and was advised to do the same thing.
I think it is fair to say that Ken is now not only a customer for life for David & Guy Salmon Stockport but also a close friend.
Daniel Hutchinson (right), General Sales Manager, congratulating Dominic Said.
Jaguar Land Rover South West London
Award Nominee, October 2017
Dom is always consistent in delivering outstanding customer service and over the years here, he has developed great, loyal relationships with many of his customers. In October, in particular, he had just delivered a used car to a Mr May, a customer of his who recently had his XF stolen. While waiting for the insurance to be paid out Dom has been assisting Mr May with speeding up the pay-out process by offering advice while keeping the customer calm as he was incredibly shaken up by the whole affair. During the handover, Mr May was trying to tax the car online but was experiencing issues which would not allow payment to be taken, this again caused Mr May some distress, leaving him with his head in his hands.
Dom stepped in and paid for the road tax himself which diffused the situation, putting a huge smile on the face of Mr May and even made the distinguished chap swear with gratitude! Obviously, Mr May has agreed to pay Dom back but that is going above and beyond… well done Dom!
Matthew Farrer
Award Nominee, October 2017
When Mr Ackroyd was due in the dealership to pick up his new Range Rover Velar, Matthew had found out prior to the collection that it was actually Mr Ackroyd’s Birthday on that very day. Matthew thought it would be a really nice gesture to go one step further and make the hand over extra special by arranging for Happy Birthday bunting at the front of the vehicle, a Birthday Cake and a Bottle of Champagne.
On collection of his new vehicle, Mr Ackroyd was totally overwhelmed with the kindness and thoughtfulness of the gesture that made his Birthday a truly wonderful experience.
Richard Rhodes (left), Head of Business, congratulating Liam Golding.
Award Nominee, October 2017
Since I have been looking after Sytner Select Leicester which is only a couple of months Liam has had a smile on his face the whole time and has been very positive and helpful in everything he has done.
He is happy to help out with whatever needs doing and he is a great asset for Sytner Select as well as being a very productive technician considering his short time in the industry.
I think he is one to watch with a bright future.
Well done Liam and thank you for being so welcoming to me at Sytner Select Leicester.
