Sytner JLRS Division
Danny Davis
Jaguar Land Rover Ascot Service Centre
Award Nominee, March 2017
Danny Davis not only had his best ever month of delivering 32 vehicle sales during March but he also delivered outstanding customer service. During our busiest month ever so far and with lots of confusion and delays around new cars arriving, Danny kept his cool, customers informed and managed their expectations without either blowing a fuse or showing the internal stress. It was certainly one of those “Swan” situations for a few weeks. Please see below just a couple of customer CLP responses during March of why Danny’s our man!
When asked why they would recommend the Sales Consultant, this is just one of the positive response Danny received:
Danny was friendly and helpful keeping the handover a surprise for my husbands birthday. Thank you Danny.
Erika Bliss, Claire Cullen & Kate Lewis
Award Nominee, March 2017
Due to the team’s excellent customer service, our customer Brigadier Philip Bambury wrote to Simon Crane our Head of Business to praise the dealership and its staff after his experience with Guy Salmon Bristol.
Brigadier Bambury needed a replacement rear spoiler due to an unfortunate accident, however, he was due to fly to Switzerland the following day, our service team arranged for the car to be repaired whilst he was away. When he was delayed arriving with us and urgently needed to get to the airport, Team Bristol came into play and hatched a plan. Kate kindly offered to chauffeur our customers to the airport in one of our Range Rover Sports, which was much appreciated by Brigadier and Mrs Bambury, whose words were:
My wife and I were taken to the airport in a deliciously luxurious Range Rover Sport, expertly driven by Kate.
Even though their return flight was delayed therefore delaying the collection of the car, Brigadier Bambury was pleased to receive ‘nothing but friendly sympathy’ from our service team.
Mr Bambury states in his letter that from the first moment, speaking to Claire through to dealing with Erika and the help Kate showed in providing a last-minute lift, he was shown outstanding care and comforting, helpful attitudes. Brigadier Bambury finally signed off his letter with a wonderful statement
Above and Beyond? – very much so, Land Rover Bristol scored a lot of points!
Kevin Arnold
Award Nominee, March 2017
In March we delivered a record amount of vehicles in the month, Kevin was responsible for the preparation of 435 vehicles in March for customer deliveries as well as checking in many transporters several times per day.
The site was so busy that at times Kevin was moving lots of cars just to get to the one required – the record was to move 14 cars to get one out!
The entire Guy Salmon Coventry team could not have recorded the results that we achieved without Kevin’s amazing performance.
Lee Clarke
Award Nominee, March 2017
Lee has shown himself to be a true professional and he goes above and beyond to help the management team and others around him whilst continuing to excel particularly in the used car department.
The sales team regularly heap praise on him, regarding his work on used cars. The positive feedback we receive from customers regarding Lee is excellent too and we are proud that he is part of our team at Guy Salmon Jaguar Coventry.
A big thank you to Lee for a fantastic start to the year.
Heather Coleman
Award Nominee, March 2017
Heather has done an incredible job over the last month with the volume of cars she has sold and delivered in March. During this extremely busy time, Heather committed herself to ensuring each and every one of her customers were looked after to the highest possible standards.
Heather delivered the second highest volume of units in the department whilst achieving the highest volume of CLP returns with each return being either a 10 or Gold Star, an achievement to be incredibly proud of! In addition to this, she also made certain that many of her customers still received a special handover completing an outstanding experience when collecting their new car and thus ensuring the end to their journey with us was the best it could be. Last but not least, Heather also managed to sell the highest volume of cars this March!
Rob Allard
Award Nominee, March 2017
I am sure you will join me in congratulating Rob Allard, our service driver, for winning our March employee of the month! In a month where we could have had many worthy winners, Rob’s dedication to his tasks, and the help he gave everyone shone through.
In our busiest time of the year, with transporters arriving all times of the day unloading cars, and the service department achieving their biggest month on record, Rob was here at 7.00am every morning ensuring loan cars were ready to go, and more importantly, clearing up the car parking area ensuring customers arriving had somewhere to park their vehicles!
Then in the evenings, swamped with car deliveries back to the owners, regardless of how late this was.
Matthew Hunt
Award Nominee, March 2017
Matthew Hunt, Matt to all of us here at Maidstone, joined us in June 2016 less than a year ago and has in a short period of time proved to be a fantastic asset to the workshop. He has unending enthusiasm for the job, loves each and every challenge presented and always looks for the positive ‘can do’ solution to every job he takes on. This was perfectly demonstrated on one occasion when Mr James presented his XF for a straightforward service and MOT.
When the vehicle came in to the workshop it had low-level washers showing, having found the problem was as a result of a fault with the headlight washers, which we had no parts for and were on back order with JLR, Matt took it on himself to effect a temporary repair in his lunchtime to enable him to complete the MOT and keep the customer on the road and legal. Matt’s ambition is to reach JLR Master Technician status in less than two years and with his drive, energy and commitment, I have no doubt this will be achieved.
Gemma Norman
Award Nominee, March 2017
Our nomination for March is Gemma Norman, – she has a fantastic attitude and is always willing to help. Over the sales event, she sold two cars and both customers were really pleased with her professional service.
This is all whilst still focusing on her graduate workbook. We are looking forward to seeing Gemma continue to grow in the role of a Sales Executive.
Great start Gemma!
Shawn Campbell
Award Nominee, March 2017
Shawn is a new member of the team here at Guy Salmon Jaguar Northampton joining us in December. Being new to the JLR brand and to Sytner he managed his first new registration month on his own brilliantly, remaining calm and organised throughout our most successful month ever.
Shawn was able to keep everything running smoothly for the sales department to enable the sales team to not only provide an excellent handover experience for our customers but was also able to squeeze in the last few deals without delay. He was able to meet the expectations of the sales team and improve departmental processes whilst always being polite, positive and never stressed (or at least he was very good at hiding it).
Well done Shawn, keep up the good work!
Clare Freemantle (right), Head of Business, congratulating Paul Riddell.
Award Nominee, March 2017
Paul has assisted in delivering the preparation of 134 new cars, 33 used cars, 43 trade cars and photographed 70 cars and throughout has been an enthusiastic and upbeat team member keeping smiles on everyone’s faces.
He has also developed a relationship with a local country club to enable better quality pictures to be taken of our stock. He has arranged to have flowers delivered to the manager of the site to keep the relationship strong.
Well Done Paul!
Mike Tyson (left), Head of Business, congratulating Samantha Gregory.
Award Nominee, March 2017
Samantha will always go the extra mile for customers, giving them exceptional customer service. She recently went out and bought a customer lunch from her own pocket as he was waiting for a five hour repair. The customer was delighted and felt very special.
Sam also waited after the close of business for one of her customers who had been caught up in traffic and was over half an hour late. She looked after her and her son exceptionally, offering them drinks and not rushing them. The customer was over the moon and wrote into the business to praise her.
The verbatim comments on the customer surveys stand out too, please see a couple below; “Always make you feel like nothing is too much trouble” “Very polite, and very helpful, did everything in one visit, even trained me on how to use the menu’s”.
Graham Foster
Award Nominee, March 2017
Graham is an absolute treasure, a real gentleman. He greets every customer each morning that arrives in our Drive Through, he is so welcoming and friendly and we regularly receive positive feedback from customers about his pleasant demeanour.
He has an excellent memory, always surprising customers by remembering their names. The level of service he delivers is consistently first class. Graham works part-time, arriving early each morning, leaving to go home around lunchtime and it was during a recent review that he approached his line Manager to offer to come back to the business towards the end of the day as he thought it offered our customers an improved level of consistency, such a brilliant idea! He is always prepared to go above and beyond to ensure the customer is first. He always has a smile for everyone and is an absolute asset to our business.
Clem Porter
Jaguar Land Rover South West London
Award Nominee, March 2017
Our winner for March is Clem Porter. Clem was nominated by 5 members of our team for her exceptional efforts in assisting the whole team to deliver a successful, record-breaking month. Clem has worked tirelessly throughout March, putting in many extra hours and organising her driving team to ensure all vehicles’ are prepped and ready for handover stage. She is a real team player and no job is too much hassle. A real asset to Guy Salmon TD! Thank you, Clem!
These are some of the reasons her colleagues supported her nomination – “Her devotion and ‘Carry On’ spirit is what drives our Department, she makes all of our jobs that much easier”. “She has worked tirelessly for the whole of March (well since she started at Guy Salmon actually) She makes sure the job is done properly, and she does it all with a smile on her face. So Clem has made March special.” “Her hard work, tolerance and organisation skills in getting all the cars through the PDI Centre and where they needed to be at the right time. She and her team worked tirelessly over March and will, I expect, continue to do so for the rest of the year.”
Josh Taylor
Award Nominee, March 2017
Josh always provides excellent customer service and his willingness to help others be it customers or his work colleagues shines through every day. On this extremely busy day in the Parts Department, Josh very kindly helped this customer get to where he needed to be with the minimum of fuss. He immediately took action by requesting the use of a vehicle to drive the customer to the petrol station. Even though this impacted significantly on his day leaving him staying later to finish his workload, Josh was just happy to help and in turn received great feedback from one very happy customer.
“I visited this branch to collect a part for my Range Rover Evoque. My vehicle was low on fuel and the petrol station was my next stop! The car park was very congested and the only place I could park was on a steep incline. After collecting my part I came out to find my vehicle wouldn’t start! I went back to the parts department to buy a jerry can preparing for a long walk to the petrol station. The guys kindly offered to lend me one and personally drove me to the petrol station!
Many thanks, Josh and the team for going above and beyond the call of duty”. “Jon”
Jenny Middleton
Award Nominee, March 2017
Jenny has recently taken on the role as Product Specialist at Tollbar Volvo Warwick. This is a new role which reflects Jen’s excellent personal and communication skills and consolidated by recently passing with outstanding results a 3 month long Volvo Momentum course which focusses not only on Sales Skills but every aspect of dealership activity in making the whole customer experience a special one.
Jen has excelled in her new role in assisting the Sales Team in making each customer’s experience a memorable one by involving herself with the sales process, adding gems of product knowledge through to creating well prepared and smooth handovers. As such she is frequently mentioned in our customer for life questionnaires and we feel her efforts should not go overlooked.
“The friendliness, the attention to detail and the overall help received by Jennifer made it a very enjoyable way to spend a lot of money!” “To Jenny. Thank you for helping my Mum and Dad when we were buying our new car. I love my new car Lego set too and happy I had a new car too”- Philip aged 10
Yas Ghani
Award Nominee, March 2017
This month’s award goes to Yas Ghani in recognition of him providing Mr Milliner excellent customer service.
This was a communication that was sent over to Select Leicester:
I simply wanted to say a big 'Thank You', and thank you to Yas Ghani as well, for your help yesterday, during my negotiations to purchase Golf GTI. In all my long car buying career (52 years, damn it!) I have never been treated better or with more efficiency and respect (Porsche GB, Aston Martin and Jaguar please note). This was a truly enjoyable experience, Yas is a delight and a highly skilled fellow, as I’m sure you know…but don’t tell him that! Long may Sytner Select thrive and prosper, I for one am sure you all will, as you deserve.
– Mr Milliner
Naomi Turner
Jaguar Land Rover Ascot Service Centre
Award Nominee, February 2017
Naomi has done a fantastic job managing the Jaguar Sales Team during the absence of a Manager. Not only has Naomi kept the team spirits high and motivated during this period but on top of this and her Business Manager role she successfully supported the three-day XE/XF event.
Naomi always has a smile on her face, which is welcoming to her customers and colleagues!
Luke Sutton
Award Nominee, February 2017
Luke was very quick to offer Mr Thompson a lift when his driving license was rejected. Luke knew Mr Thompson was not happy at this situation, he built a good rapport with the customer and then arranged to pick him up later that day. Whilst Luke was talking about various things he discovered that Mr Thompson had a real liking for the F-Pace and while not thinking of buying one he would like to sit in one. When Luke arrived back to the dealership he arranged to secure one of the F-Pace Demonstrators to go and collect Mr Thompson and bring him back to the dealership to collect his car. When the customer came back he made a point of speaking to various members of staff and customers saying how impressed he was with our new trainee adviser. This resulted in an unhappy customer giving us a gold star for Luke’s effort. Well done Luke!
Debbie Hughes
Award Nominee, February 2017
Debbie has made February special by looking after the team ordering up all the bespoke handover gifts for the new car handovers in March. We hold lots of meetings at Coventry for the division, group and suppliers and Debbie is the key person who orchestrates everything that means the meetings runs smoothly for our guests. The award is for Debbie for how she looks after the team and all of the visitors to the dealership, which goes above and beyond her role, which she also does a fantastic job of!
Thank you for all you do Debbie!
Voldemar Pelniks
Award Nominee, February 2017
Since Voldemars joined us in August 2016 on the graduate programme as a Sales Trainee, he has shown himself to be a true professional and he goes above and beyond to help others around him whilst continuing to excel. We regularly heap praise on him, regarding his trainee workbook modules. The positive feedback we receive from customers about Voldemars is excellent too and we are proud that he is part of our team at Guy Salmon Jaguar Coventry.
A big thank you to Voldemars for a fantastic first 6 months; we are all looking forward to seeing you grow in the future.
Aidan Gilhooley
Award Nominee, February 2017
Aidan’s attitude is absolutely impeccable. This month after training at The Academy all week he came in to drop his courtesy car off then ended up replacing brakes for a customer who needed their car as soon as possible. He frequently stays behind to ensure cars are complete and can be delivered back to the customer. He really deserves to be recognised for his attitude to work. With these characteristics as an apprentice and taking these forward to a qualified technician in three years’ time can only bode well for the future of the department and The Sytner Group.
It’s a pleasure to have him as my colleague.
Diane Beaconsfield
Award Nominee, February 2017
Diane has recently been moved up to a second Business Manager role after starting out as a business executive. Diane has really pulled out all the stops in making sure that all the finance deals/paperwork has been completed correctly whilst Simon, our newly appointed Business Manager, settles into the role. Sales execs need some policing and Diane has certainly been on it!
Great Job for the Team!
Andrew Needham (right), Head of Business, congratulating Irene Smith.
Award Nominee, February 2017
Whenever and wherever there is a need for someone to take on the thankless and the impossible, we all turn to Irene. Whether it be simple or, more often, a problem we never have the time to resolve, Irene will take it on and see it through. She has been the ‘go to’ person for both Jaguar and Land Rover in Maidstone for more than 20 years and yet still has the same dedication and enthusiasm. At the recent weekend XE/XF car event, she worked throughout the weekend, organising the catering, hosting the dealership and even found the time to provide our new Sunday Receptionist with some on the job training. Making It Special is part of Irene’s everyday philosophy and perhaps because of this her contribution to the business often gets overlooked, so now is the perfect time to recognise her efforts and reward her commitment.
Adam Brightmore
Award Nominee, February 2017
I would like to nominate Adam Brightmore for our February Making it Special Award. The reason for this nomination is that Adam took it upon himself to go to a corporate customers business to go through vehicle controls and set up in control for each Vehicle. Adam had not mentioned this to his manager, but his manager was told by the customer who was really pleased with the service Adam had provided. This really demonstrates Adam’s willingness to go the extra mile.
Natacha Ha-Cheng
Award Nominee, February 2017
Since Natacha joined us in the middle of last year she has quickly become a valued member of our team. She has no hesitation in helping any department out, encompassing our One Team ethos to the fullest. Whether it be helping our Service Department with the collection and delivery of customer cars, on the way to and from work, helping clear the archive room, collecting parts from other Dealerships, customer satisfaction is one of her main priorities. All this as well as being the Assistant Accountant and helping with the day to day running of Accounts.
Congratulations and thank you Natacha.
Rob Gicquel
Award Nominee, February 2017
Rob has shown consistent “One Team” enthusiasm. He has helped out on reception to cover leave whilst we recruited our new team members and supported them in busy periods and as they have been learning the role. He also managed to deliver a first class service on a mystery shop whilst stepping in to assist the reception team alongside learning his new role in the service department.
Well Done Rob!
Paul Slater
Award Nominee, February 2017
Paul Slater is an integral part of the Guy Salmon Team. He always likes to put the customers first and his main priority is to make sure service customer cars are valeted and ready to go at the end of the day. His other role is making sure there is plenty of room for customers to park in the morning when dropping their vehicles off for service. Whilst Paul was busy moving cars around in the car park one morning earlier this month he found £180 on the floor. It was just a bundle of notes and not in a wallet as you would expect. He promptly handed it into the Service Manager. Later that day a parts customer who had been into the business earlier called up to ask if we had found the £180 which had slipped out of his pocket. He was hoping it had been found as it was money for his daughter’s birthday present. We were delighted to let the customer know we had found it and he was very happy that we had.
Graeme Pickup
Award Nominee, February 2017
In the extremely busy period leading up to March, our Workshop Controller, Graeme Pickup, was phenomenal! He was instrumental in motiving and supporting our technicians to come in early, stay late and to work weekends in order to ensure that all vehicles for March deliveries were prepared in plenty of time, without, of course, having a detrimental impact on the day to day running of the workshop. He is a conscientious and a popular member of our team who has worked tirelessly to produce fantastic results. His consistent commitment to our business is unwavering and this was further demonstrated recently when he temporarily stepped into the Aftersales Manager’s shoes whilst he was away on holiday. Graeme’s tremendous effort and leadership ensured that the department exceeded target in February which was a great reflection of his hard work and determination. Graeme is a long-standing member of team Stockport, who is always on hand to look at problems and he is eager to talk to and help both colleagues and customers with the best advice he can give. We are incredibly proud to have him on our team, and we thank him for his continuous hard work and positive attitude. Well done Graeme.
Graham Walker (left), Sales Manager, congratulating James Dawson.
Jaguar Land Rover South West London
Award Nominee, February 2017
James has been nominated by his fellow colleagues, for his all-around support within the dealership. James has been recognised for his internal effort and also the five gold stars he has achieved, which demonstrates his effort towards his customers as well. James has helped our new team members with their learning of product and systems, he has a big order bank himself and he continues to demonstrate great accuracy and diligence in his admin which has been noted by the team for making their life easier.
Paul William (left), Head of Business, congratulating Ali Alavi.
Award Nominee, February 2017
Our nomination is for Ali Alavi for providing that personal touch, this just proves what a difference you can make as Ali did in exceeding all customer expectations and in so doing received exceptional feedback. This is just one example of Ali’s thoughtfulness. A key member of the service team Ali is efficient and extremely hard working and even when the department is hectic Ali is always smiling, calm and happy to help and always puts others before himself.
Visited Land Rover in Wakefield on the 22nd February 2017 for a diesel ad blue top up, I was asked what I was doing today by the lovely Ali Alavi on reception, I said it was actually my wedding anniversary he said hang on …. then came across with a lovely bunch of flowers for my wife. Brilliant customer service not just on the car but take care of the actual customer 100%, very very impressed, will buy my next Range Rover from this garage without hesitation. Thank you for the team at Wakefield especially to Ali Alavi a credit to the motor trade and team.
Hannah Melding
Award Nominee, February 2017
This month’s “Getting it right…making it special…” award goes to Hannah Melding and the reason for this is the excellent Customer Service she provided Mrs Jakhu. This was a communication that was sent over to Select Leicester: Firstly, I was greeted with the young lady on reception who was friendly and helpful who provided us with refreshments which was very much appreciated – Service with a smile. Hannah dealt with us in a professional manner and is a credit to your company and made the whole process of purchasing a car so enjoyable and exciting. We knew what we wanted so Hannah took us out for a test drive and at no point was she pushy like our previous experience at another dealer. I found the whole team to be polite and helpful at Sytner and we will definitely use you again and recommend to our friends and family.
Alan Davis (right), Head of Business, congratulating Jenny Golding.
Jaguar Land Rover Ascot Service Centre
Award Nominee, January 2017
Jenny is a very valued member of the Accounts Team and will always help whenever she can. Jenny has recently provided invaluable Accounts support following the opening of the PDI Centre to make sure all bills are paid on time, on top of this she has also been involved with the training of the Junior Accounts Assistant.
Well Done Jenny.
Reuben Marechal (right), Sales Manager, congratulating Seebo Shan.
Award Winner, January 2017
Our nomination is for Seebo for a fantastic example of him ‘Making it Special’ for his customers, who were expecting a baby when they collected their new car.
It seems as though Seebo chose just the right nappy size! The customer wrote to us with the following message for him
Thanks so much for the diapers and teddy bear. We actually bought size 2 thinking that she would be a bit big, but she surprised us and needed a size 1. I was so pleased to see those diapers on that first night.
This really demonstrates Seebo’s drive to make each handover unique to his customer.
Well Done.
Trevor Wale (left), Aftersales Manager, congratulating Lynsey Swaby.
Award Nominee, January 2017
Our nomination is for Lynsey Swaby who has achieved a fantastic 90.3% CLP score for the start of the year, this is an amazing result and is a great recognition of Lynsey’s hard work and attitude to her customers. Lynsey continually demonstrates her commitment to ‘Getting it Right’ for our customers.
Well Done Lynsey.
Rachel Miller (), Dealership Accountant, congratulating Rebecca Hay.
Award Nominee, January 2017
Becky is always willing to go above and beyond her job role as an Accounts Assistant. She regularly helps cover the reception desk and we have had fantastic customer feedback about her.
Whilst on reception she dealt with a mystery shop enquiry in a professional manner and contributed to the 100% score. When passing through the showroom she always ensures that our customers are looked after and truly believes in the Customer First Strategy.
Becky is a One Team player and is always the first to help out in other departments.
Well deserved.
David Hamman
Award Nominee, January 2017
Dave stayed late one evening and went above and beyond to deliver a vehicle to a customer that was running very late. He gave up more than two and a half hours of his own time in the evening without being asked to, ensuring the vehicle was repaired to the customer’s satisfaction.
Dave went one step further and even physically showed the customer under the car to show him the reasons why the repair took so long which the customer was very impressed with. Another important reason for the nomination is with our current shortage of Master Technicians, Dave has stepped up internally and has put himself forward to become a Master Technician and is spending most nights at home studying new products and technologies to ensure that he gets there as quickly as possible.
Aidan our most recent Apprentice is also thriving under Dave’s 35 years of experience and really enjoys working with Dave.
Tom Jobson (), Sales Manager, and Steve Cox (), Mentor, congratulating Sam Revill.
Award Nominee, January 2017
I am pleased to tell you that our January nomination for the ‘Making it Special’ award, goes to Sam Revill, one of our Graduate trainees.
This is a fantastic achievement, as last month Joe won it who is our other new recruit! Sam received a heavy majority of nominations this month as in an extremely busy period, Sam managed to make himself available to help where needed, as well as getting on with his studies preparing for his next mentor assessment day. Whether assisting with a car handover, discussing the product with clients before a sales executive gets to them, or actually selling his first car when no one else was available.
Sam’s attitude will lay the foundations for a very successful future.
Well Done Sam!
Andrew Needham (right), Head of Business, congratulating John McKenzie.
Award Nominee, January 2017
Thames Ditton Jaguar had sent a driver to collect a used car from our site which they had sold and was needed for their customer the following day. The driver called mid-afternoon to state the rail service was appalling and he was experiencing massive delays. John asked the driver to keep him posted on his journey as he didn’t know what time he was to arrive.
At 5pm he called to say he should be with us around 7pm and would anyone be present otherwise he would have to work out how to get home, as the train services were terrible due to strikes in the south-east.
They also couldn’t give us a date when it would be collected if this collection was aborted. John advised the driver that he would wait for him as he genuinely had no way of getting home that evening to his family. He made sure the car was ready by the door for his late arrival and he couldn’t thank him enough.
A taxi would have cost four to five times the amount he was being paid and Thames Ditton would have had a very disappointed customer.
Oliver Mann (right), Head of Business, congratulating Fiona Boston.
Award Nominee, January 2017
Our nomination is for Fiona Boston, for how she handled a difficult situation. Fiona took a very difficult call from JLR regarding a customers vehicle that had been with us since the Saturday –they were chasing to get their car fixed and back with them. The driver who the customer wanted to drive their car back to them did not have an appropriate license to drive. Fiona stayed just over an hour after closing waiting in the car park till 7.20 for the customer to arrive not to mention the endless phone calls from their PA and JLR throughout the day to get the car fixed and returned to them along with her other customers she had on that day.
Lee Mayne (right), Service Manager, congratulating Tom Chalmers-Hunt.
Award Nominee, January 2017
Tom received a telephone call from a customer explaining that he had broken down approximately 6 miles away from us and a similar distance from his work. Tom thought on his feet and suggested that he went out to the customer with a Technician and diagnostic machine to see if we could help him rather than the customer waiting for Jaguar Assistance.
Tom and Joe attended to the car and whilst Joe attempted to diagnose the fault, Tom dropped the customer to work. Once Tom returned to the dealership he arranged for a courtesy car to be delivered to the customer. The customer was over the moon with Tom’s actions and was very thankful for our prompt assistance.
Truly deserved Tom, Well Done!
Clare Freemantle (left), Head of Business, congratulating Richard Holding.
Award Nominee, January 2017
Richard was due to hand over an ex-demonstrator Discovery Sport which the customer had bought, only making a decision to buy the car a few days before his wife was due to give birth. A couple of days after the purchase date, on the day of delivery the customer informed Richard that he could not pick the car up as his wife had gone into labour and was in hospital. Knowing that the customer did not have a car to bring his new family home from Hospital, Richard arranged to have the car dropped off at the customer’s house and also sent a teddy to the Hospital.
Richard Holding with Clare Freemantle, Head of Business
Mike Tyson (right), Head of Business, congratulating Rob Broom.
Award Nominee, January 2017
Rob recently sold a Freelander to a gentleman in Shrewsbury. Shrewsbury isn’t local to us and the customer was wary of buying a car without seeing it. Rob went the ‘Extra Mile’ sending several videos to the customer showing the vehicle and addressing any concerns the customer may have had. In the customer’s words “nothing was too much trouble”.
When the vehicle was delivered the customer was delighted and wrote in to praise the excellent service he had had from Rob. He was particularly impressed with the contact after the vehicle was delivered. This is not a one-off situation. Rob consistently delivers an excellent standard of service to all of his customers and sets the standard we all aim for. Well done for making our customers truly feel special.
Paul Daw
Award Nominee, January 2017
Paul was on a night out in town had been queuing for quite some time to get into a popular club when he saw his colleague Tia stumble out a little worse for wear. He jumped out of the queue and without making a fuss, he discreetly directed Tia to the foyer of the venue, where he ordered, and paid in advance, for a taxi to take her home (even arranging a pit stop to her local McDonald’s en route, at her request!). He then took the taxi driver’s mobile number and told him that he would call him in half an hour or so, in order for the driver to confirm that Tia had arrived home safely. What a guy! One Team? – You Betcha!
Jerry Howell (right), Aftersales Manager, congratulating Ellie Bridgman.
Jaguar Land Rover South West London
Award Nominee, January 2017
I am delighted to announce Ellie Bridgman as our January award winner. Ellie was nominated by colleagues for the job she does both to support them internally and with customer visits. The feedback is always about her positive attitude, willingness to help all colleagues and her hard-working approach to getting the job done.
Well Done Ellie.
Paul Williams (right), Head of Business, congratulating Dave France.
Award Nominee, January 2017
Each Month, the dealership has a selection of new magazines delivered so that customers have access to the latest copies to read whilst they wait. As a result, the dealership has a monthly excess of magazines which would ultimately be discarded if it wasn’t for Dave, who generously recycles the magazines. Dave has been recycling magazines for many years. He takes nearly-new magazines and distributes them to local charities, hospitals and the local hospice so that the magazines can be used for others to read and enjoy instead of going to waste. We believe that this act of kindness deserves a Making It Special Award as Dave’s thoughtfulness not only benefits the environment but also helps local charities and the wider community.
Paul Williams (left), Head of Business, congratulating Ali Alavi.
Award Nominee, January 2017
Our nomination is for Ali Alavi for providing that personal touch, this just proves what a difference you can make as Ali did in exceeding all customer expectations and in so doing received exceptional feedback. This is just one example of Ali’s thoughtfulness. A key member of the service team Ali is efficient and extremely hard working and even when the department is hectic Ali is always smiling, calm and happy to help and always puts others before himself. “Visited Land Rover in Wakefield on the 22nd February 2017 for a diesel ad blue top up, I was asked what I was doing today by the lovely Ali Alavi on reception, I said it was actually my wedding anniversary he said hang on… then came across with a lovely bunch of flowers for my wife. Brilliant customer service not just on the car but take care of the actual customer 100%, very very impressed, will buy my next Range Rover from this garage without hesitation. Thank you for the team at Wakefield especially to Ali Alavi a credit to the motor trade and team.”
Seth Turner (left), Sales Manager, congratulating Jennifer Middleton.
Award Nominee, January 2017
Having recently transferred from reception to sales Jennifer has now completed her training with Volvo with flying colours and sold her first few cars. With her winning smile and infectious enthusiasm Jennifer creates fantastic experiences every day for her customers. Example comments from recent customers include:
Highly recommend dealership, I was made to feel like a valued customer throughout the purchase process. A relaxing comfortable showroom environment. Jenny was a pleasure to deal with from start to finish.
– Mrs. Field (Used V40)
Just a really good experience. I even got a bottle of champagne when I picked the car up. Jenny and the team couldn’t do enough to help. Very impressed.
– Mr. Jeffs (Used V40)
Jenny has been a joy to have in the showroom and is always happy to assist both customers and colleagues alike and we are sure she will have a long and prosperous career with Sytner.
Mandeep Rakharo
Award Nominee, January 2017
This month’s nomination goes to Mandeep for giving Mr. & Mrs Barker Excellent Customer Service. This was a communication that was sent over to us:
I just wanted to drop you a line to say ‘Thank You’ for the fantastic customer service and help we received from Mandeep with my purchase of the Land Rover Freelander 2 last weekend. From the first contact we made by phone to the test drive and taking delivery, the whole process was easy and efficient. Everyone that I met at the dealership was very pleasant. It’s one of the best car buying experiences I’ve had. The car is fantastic and just as promised.
Well done Mandeep.
