Sytner JLRS Division
Alan Davis (right), Head of Business, congratulating George McKechnie.
Jaguar Land Rover Ascot Service Centre
Award Nominee, December 2017
George is our Junior Accounts Assistant he is always happy to help his Department along with the rest of the business. He regularly goes to Aftersales and our PDI Centre to support the team and provides cover where he can, more recently with the Warranty Department. George always remains cheerful, eager to learn about the business and is an asset to the Accounts Department.
Christine Rose
Award Nominee, December 2017
Christine has excellent customer service skills and embraces our customer first ethos. She is always interacting and engaging with our customers, ensuring that their experience in the dealership is always as comfortable as possible. Always willing to complete any task that is given to her and she lends a hand to other staff members during busy periods.
Thank you Christine!
Alex Scott (right), Head of Business, congratulating Pete Murphy.
Award Nominee, December 2017
Throughout the year Peter has rescued the dealership from some customer issues involving vehicle problems by owning and solving the customer concerns and seeing the job through to delighting the customer. Peter always says “Yes” to anything that is presented to him and puts himself out to ensure customers and employees get where they need to be and are very well informed with progress along the way.
The un-sociable hours he sometimes works are met with a smile and never a chore. He has also been available for many group missions that are asked of him and carries out these jobs with discretion. At the dealership, Peter has also aided the corporate team in organising logistics and training third-party drivers on the handover process required for our complex controls on our vehicles. Peter’s attention to detail is excellent and you can leave the tasks to him and need not worry. Pete is a valuable asset to the dealership.
Gary Slater (left), General Sales Manager, congratulating Jane Walker.
Award Nominee, December 2017
Being our first point of contact Jane is a shining example of our customer first philosophy who continuously offers her full support to providing an excellent service to all of our customers and staff regardless of business pressures.
Always a warm welcome from Jane!
Tom Booth (left), New Car Sales Manager, congratulating John Underhill.
Award Nominee, December 2017
John had sold a used Range Rover to a customer who lived in Buckinghamshire. The customer was a frequent commuter from the south so was not put out about collecting the car, unfortunately, due to issues with the preparation of the car the handover had to be delayed so the customer came up as planned on the 8th December to view the car but took our demonstrator away with him. When the car was ready John was away from work on annual holiday leave and knowing how excited the customer was about wanting the car before Christmas took it on himself to come into work collect the car, then drive all the way to Buckinghamshire setting off a 3am to meet the customer at his home address before he set off to work for 7am. John completed the full handover at the customer’s address and drove the courtesy car back to the dealership whilst officially on holiday. The customer was delighted by the commitment John had shown and was extremely happy with his new car.
Well Done John!
Andrew Needham (right), Head of Business, congratulating Enamul Miah.
Award Winner, December 2017
Our nomination is for Enamul for providing exceptional customer service to a loyal customer, here is the feedback we received on Autotrader.
A DEALER YOU CAN DEAL WITH! I bought a new, showroom XJ Portfolio from them in September 2015. They did a very good deal on the price (although the P/X price was no different from a well-known organisation that will buy any car). 2 years later they offered me a stunning deal on a new XJ Autobiography. I didn’t buy on this occasion, but I hope to do so in future. 3 months later, my car was stranded in Manchester due to a medical condition. No problem, Guy Salmon Maidstone took the hassle away and arranged for my car to be collected and returned to my home. That’s what I call going the extra mile. Thank you, Enamul Miah, of Guy Salmon. Sales staff are always friendly and knowledgeable, and servicing has always been good. I was particularly impressed with the most recent service, which included a video of the safety checks emailed to me
Oliver Mann (left), Head of Business, congratulating Marie Berney.
Award Nominee, December 2017
Our nomination is for Marie for stepping in to help a member of the public who found themselves in a difficult situation.
Marie was walking up from our unit in the snow when an elderly lady slipped and fell, badly injuring her hip and couldn’t get up, Marie called an ambulance and waited with her in the snow until it arrived.
Well Done!
Kye Charnock (left), Sales Manager, congratulating Natacha Cheng.
Award Nominee, December 2017
Our December nomination goes to Natacha. Since October she has gone through many changes to her role and responsibilities when a new Accountant came on board. She has managed this with enthusiasm and continues to learn new tasks and taking on more responsibilities every day. In recent months she has come in very early to conduct stock takes before the business is open, usually in the dark to help to support the Sales Administrator and Preparation Assistant to confirm all reports are correct and match physical stock checks, whilst helping other departments when they need an extra pair of hands.
Thank you for your contribution Natacha!
Mike Tyson (right), Head of Business, congratulating Sean Jackson.
Award Nominee, December 2017
The Sales team delivered a new Range Rover Autobiography to Warrington on 18th December. On Friday 22nd Dec at 4.30pm the customer reported back the were numerous faults with the vehicle and indicated that she didn’t feel confident to drive the vehicle over the Christmas and New Year period. Sean abandoned his Christmas shopping plans on 23rd December and took a demonstrator vehicle to Warrington for the customer to use over the holiday period and brought the faulty vehicle back to the dealership.
Well done Sean, you made it special for our customer.
Daniel Hutchinson (left), Sales Manager, congratulating Rachel Case.
Jaguar Land Rover South West London
Award Nominee, December 2017
We are delighted to announce Rachel as our December Making it Special Award. Every month Rachel receives many nominations from her colleagues, in particular from our Jaguar sales team for her continued support, doing the job correctly every time and liaising with customers to get correct documentation to them, helping the Jaguar team to a top quartile CLP YTD.
All year she has done a perfect job to support the Jaguar Sales Exec’s and Sales Management to deliver perfect customer experiences. She ensures not only her job is done perfectly consistently, but also everyone involved to ensure nothing goes wrong with the customer deadlines. She always goes above and beyond and demonstrated this when our Used Car manager left, she has stepped up and done extra work to support the Sales Management and has ensured we are still making it special for our customers. Rachel is always willing to help those around her and is often the go-to person for her team. Without her attention to detail and efficiency, it would be much harder to provide our customers with the best service. Well Done Rachel and thank you!
Paul Williams (left), Head of Business, congratulating Dave France.
Award Nominee, December 2017
‘Customer Care at the drop of a hat‘! A customer telephoned the dealership to advise us that she had a low coolant warning light showing on her vehicle dashboard and was extremely concerned about driving the vehicle into the dealership to be attended to with the warning light showing. After being passed through to Dave for technical assistance without delay he very kindly offered to take time out of his busy schedule in the workshop that very day and personally collect the vehicle.
On arrival back at the dealership, Dave then set about looking after the vehicle himself as it wasn’t booked in the workshops busy schedule for that day. After carrying out a number of checks and also topping up the coolant level he then set off on the 20-mile trip to deliver the vehicle back. The customer was absolutely delighted, so much so that she sent a thank you card to Dave showing her appreciation for going that ‘Extra Mile’ and attending to her vehicle at a moment’s notice.
To Dave, thank you very much for your assistance with my Evoque last week. Your customer service was excellent. Thanks again.
Tony Wilson (left), Head of Business, congratulating Jeanette Thompson.
Award Nominee, December 2017
Having our Accounts assistant leave in December left a number of challenges which led to Jeannette cancelling her holiday in the run-up to Christmas. At no point has the additional workload affected Jeannette’s positive outlook, continuing to give all the team her full support and assistance. On top of this, we have taken on a junior in the department who Jeannette has set time aside to train and ensure that Liam’s induction to Sytner has been a positive and motivational experience.
Well done Jeannette!
