Sytner JLRS Division
Julia Stevenson & Brian Bateman
Jaguar Land Rover Ascot Service Centre
Award Nominee, June 2017
Julia and Brian deserve this award as they are always available to answer our questions and soldier away in their office dealing with warranty claims for the business covering the three sites. Their roles include supporting the following claims: Sales, Extended Warranty, Retailer Empowerment along with the PDI Centre and Aftersales. They are always dedicated to their role and generally the last to leave the building at night, always stay on at month end without being asked making sure that all jobs are invoiced. The new WASP warranty system has been a challenge in itself but they are both persevering with it.
Congratulations and a heartfelt thank you from all of us!
Steve Barnett
Award Nominee, June 2017
Steve Barnett recently went above and beyond for one of his customers. His customers were on their way to a wedding when they had a couple of punctures on the motorway, Steve arranged for a replacement car straight away which he then drove himself to where the customers were, gave them the replacement car so they could get on their way to the wedding. He even waited with the vehicle until it was recovered. Steve definitely went above and beyond with his customer’s expectations.
Well Done Steve!
Karen Renstead
Award Nominee, June 2017
Our nomination for making it special for June 2017 is Karen Renstead – Dealership Administrator, Health and Safety Officer. Throughout June and the first half of the year, Karen has taken on new challenges within the business, including Health and Safety and has increased our standards and awareness of Health and Safety within the dealership. This increased awareness along with all of the other duties that Karen does for the team welfare sometimes goes un-noticed as she gets on with tasks quietly, calmly and very efficiently. Karen is always willing to help and get the tasks completed without fuss. She also recently rescued a Pigeon from the road outside of the dealership that had been struck by a vehicle and took it to the wildlife trust for a check over that revealed the pigeon’s wing was damaged and it also had a black eye! The pigeon has made a full recovery. Karen makes it special for the team, customers and wildlife through her loyalty to every task that she undertakes.
Sam Smith
Award Nominee, June 2017
I would like to nominate Sam Smith for employee of the month. Sam is now 6 months into his role and I have to say early days are telling, we might just have a superstar on our hands.
Sam has sold 92 new cars YTD and is by far best performing new car sales executive. You have heard of the saying ‘the early bird catches the worm’, let me tell you this young man is in at 8.00am every day, if not even earlier, and he is the first to come and see me to ask if there are any fresh enquiries. His thrust for seeking out his next sale is infectious and more importantly than anything else he delights his customers and we continue to see amazing feedback from his customers on a weekly basis.
28 returns YTD with 21 scoring a 10 of which 14 were Gold Stars, 6 returns scoring a 9 and 1 return scoring us an 8. Outstanding job! Sam is also a very liked member of the team and his bubbly positive can-do attitude will take him to a great place in the future.
Nathan Doe
Award Nominee, June 2017
Nathan Doe has been recognised by not just the Managers but his colleagues as someone who throughout June has really stepped up his game.
His manager has congratulated him on having the right attitude and a willingness to help customers and colleagues alike.
Thank you, Nathan, keep up the good work!
Ruth Frost
Award Nominee, June 2017
Ruth has been with us in this job role now for nearly two and a half years. Although it is Ruth’s job role to be a good Receptionist/Host, she goes about her job really well. Deals with the pressure of getting calls through in a timely manner, keeping an open eye on the showroom to make sure all walk-in are dealt with instantly, with a warm welcome and a smile. Even under pressure due to a shortage of staff, Ruth keeps a cool head and still has that winning smile. She is willing to help with weekend cover if need, even if it interrupts her golf.
Thank you Ruth!
Hugh Crossley
Award Nominee, June 2017
Our nomination for June’s Make it Special is Hugh Crossley. Hugh has managed the turbulent transition between warranty systems from DDW to WASP, which has had numerous challenges. Regardless of the issues he faced, due to no fault of his own, he has continued to keep our warranty exceptionally tidy and up to date with no debt backs. He deserves to be recognised for his determination in making sure that not only our warranty is immaculate but also our Health and Safety policies and procedures are followed. With his wealth of knowledge built upon over many years within the business, he has become the go-to person to answer any queries and is an indispensable member of the team. When he walks through the showroom he is always warmly greeted by long serving customers who remember him from over the years.
Well done Hugh, you make it special for all of us!
Laura Dix
Award Nominee, June 2017
I would like to nominate Laura Dix, Laura stayed late most nights in the last week of June ensuring everything was done for month end so we could get the cars out in time. Laura even cancelled a long-standing meal arrangement with friends so she could complete all her work.
A great example of going the extra mile for her work colleagues.
Thank you Laura!
Nikki Butler
Award Nominee, June 2017
Although Nikki was employed to assist us on an as and when basis, she really has gone above and beyond, pulling out all the stops sometimes at very late notice, dropping everything and moving personal appointments at the last moment to assist the team to deliver a first class service.
With her fun and positive attitude she really has shown One Team commitment. Nikki has very quickly become an invaluable member of the team.
Thank you Nikki!
Mike Tyson (right), Head of Business, congratulating Nick Roy.
Award Nominee, June 2017
During June the service department at Guy Salmon Land Rover Sheffield has been very busy. The technicians have been working lots of hours to fulfil customer and sales department needs. One important part of aspect of the work they do is getting it right the first time.
Throughout the month of June Nick has had no faults highlighted on quality issues and is going the extra mile with very technical jobs to make sure the car is right the first time for the customer.
– Conrad Humphrey, Master Technician.
Conrad was so impressed with Nick’s efforts that he nominated him for this month’s ‘Making it Special’ award.
Well done Nick from all at Guy Salmon Sheffield.
Kayleigh Harrop
Jaguar Land Rover South West London
Award Nominee, June 2017
We are delighted to announce Kayleigh as the winner of June’s Making it special award. Kayleigh always gives her best every day and has grown as a Manager in our business and continually puts our customers and her team’s needs before her own, a shining example of getting it right and making it special. She consistently goes out of her way to make customers feel special whether it’s taking their dog for a walk while they are having their car serviced or sending flowers and getting a customer’s car delivered to the hospital because his wife has gone into labour. Kayleigh’s kindness is not just in the workplace, when she was on her way to a course, whilst driving on the motorway she saw in her rearview mirror a car behind her swerve and crash into the barrier and off into the verge. Kayleigh pulled off immediately and ran back down the hard shoulder to see if he was ok, she then stayed with him for over an hour to offer comfort and to ensure he was alright until the ambulance arrived, out of the kindness of her heart.
Well done Kayleigh, very well deserved.
Kirsty Hudson
Award Nominee, June 2017
For her tireless work within the Sales Admin Department, all this as well as having to cater for our ever-growing sales team, the complex ordering of new models and extremely high demand for vehicles in general. Kirsty has stayed late on numerous occasions to ensure the smooth running of the Sales Admin Department and remained calm throughout. She hasn’t complained and has just got on with the job! Her hard work and dedication have not gone unnoticed many thank you for the fantastic job you have done. Customers always get their cars on time as Kirsty always puts the customer first that’s why she ‘Makes it Special’.
Wonderfully well done!
Ian McCullen
Award Nominee, June 2017
Ian has always gone over and above the norm of his day to day responsibilities as Accounts Assistant. June, in particular, he has supported every department in the dealership. Assisting Parts with the Stock Take. He ‘rescued’ Fleet when an urgent delivery needed doing and no transport companies could help. Sales never have any hesitation in asking Ian to help with driving, in particular, the high value ‘prestige’ vehicles that need a responsible, careful driver. Service needed his help last week dropping a customer to work and Ian offered without hesitation. He never refuses any request for help and is happy to work late to catch up on his own Accounts responsibilities. All of this coupled with new processes he has put in place to ease the stresses of month end deadlines make Ian an ideal candidate for ‘Making it Special’.
Sales Executive (), , congratulating Yas Ghani.
Award Nominee, June 2017
This month’s ‘Making it Special’ award goes to Yas Ghani and the reason for that is due to giving Grant Johnston Excellent Customer Service.
This was a communication that was sent over to Select Leicester: Fantastic service from Yas Ghani and Steve Rogers, I had to wait a few days for my car but it was worth it! The car is in perfect condition and is a dream to drive… The level of service is incredibly professional and efficient. 100% positive.
Kelly Norris
Jaguar Land Rover Ascot Service Centre
Award Nominee, May 2017
Kelly has been a key member in helping develop and support the booking systems and processes by the introduction of the new filing and archive system, along with this she has been supporting the team by adding CLP comments to job cards. She is now using CitNow to help and support customer queries. Kelly keeps her working area to an immaculate standard; nothing is ever too much, she always goes out of her way to keep busy, happy to help others when needed and goes the extra mile. She has recently proven this by covering Saturdays when we were short staffed of Service Advisors. We always receive positive feedback from other members of staff especially from the Sales Department.
Clive Wilson
Award Nominee, May 2017
We would like to nominate Clive Wilson for making it special, he is always willing to stay late and come in on days off to ensure that cars are delivered back to our customers on time. He is always willing to help anyone with whatever they need and go the extra mile. Clive continually demonstrates exceptional customer service and presents a brilliant first impression of our company to the customers.
Thank you, Clive!
John Burgess & Richard Dingle
Award Nominee, May 2017
Our Service Drivers, John & Richard regularly work additional hours and in order to further improve processes even suggested starting early each morning to fuel and prepare the Service customer loan cars. Nothing is ever too much trouble for them to the point that they will work whatever further hours are required without complaint to ensure an outstanding customer service is always delivered. Furthermore, Richard gave up a Saturday to come in and deliver a new car customers’ vehicle back to him which was a 90-mile round trip! John is just as dedicated and will happily work late to make certain customers have their cars back whatever the late hour! Their outstanding attitude plays a vital part in ensuring Guy Salmon Land Rover Customer Service is second to none!
Alan Eldridge (right), Head of Business, congratulating Tom Jobson.
Award Nominee, May 2017
I would like to nominate Tom for really stepping up during May, during a period where we have faced many challenges. He has provided the Sales team with support and stability. One of the nice things to recognise Tom for is his recognition that he could not have done this without a fantastic team around who have all demonstrated a great attitude.
Well Done to Tom and his team!
Sarah Larner
Award Nominee, May 2017
Sarah Larner joined us at the end of February this year, as Sales Progress Chaser. Although she has only been here just over three months the difference she has made to the Sales team is unbelievable. She has really embraced the job. Traders have made lots of good comments on how things are now handled, transactions are dealt with in a calm and efficient way, so they arrive happier knowing they will be on their way quickly. This also helps with keeping the car park free of trade vehicles, which in turn has the effect of giving our customer a good experience, with no problem parking when visiting the dealership. Sarah is always ready to help in other areas of the dealership, with a winning smile. She also makes great cakes.
Richard Pitt
Award Winner, May 2017
Our nomination for May is for Richard Pitt, who was very quick to jump into action when a customer found herself in a distressing situation.
A customer locked her keys in the car over at the local shopping Centre, Richard came back to the dealership got his tools and opened the car for the lady. Richard did all of this and returned to work without mentioning it.
A true demonstration of exceptional customer service.
Well Done Richard!
Andy Cooper
Award Nominee, May 2017
Gold Star Champion” In May it was announced that Andy Cooper was top in the Divisions Service Advisor League, by receiving 31 Gold Stars Year to Date from our Jaguar Customer Satisfaction Survey, 10 points ahead of the next highest scoring advisor. Whilst also managing to deliver 10 out of 10 services to his customers, he has also helped with the development of our Trainee Service Advisor by teaching him new things about the job role and delivering brilliant customer service. Our customers seem to appreciate Andy’s direct approach and transparency when it comes to explaining the work required or outcome of investigations and when having to make difficult calls he’s not equivocal and explains the situation simply how it is.
Well done Andy, keep it up!
I would like to stress that all the team were great and a special mention for Andy Cooper who was polite, professional and efficient.
– Mr Brogan
Gina Andrews
Award Nominee, May 2017
Gina has been nominated for Making it Special for supporting and mentoring new team members and rising to the changes and challenges as part of the front of house team. She has shown a professional and positive attitude to the demands in our busy dealership in true “One Team” spirit.
Gina always delivers exceptional customer service and we are proud to have her as a representative of the team at Portsmouth.
Well done Gina!
Mike Tyson (left), Head of Business, congratulating James Wynn.
Award Nominee, May 2017
James is one of our newer Sales Executives and has recently graduated from the Sytner Graduate Program. He always receives excellent feedback. Please see the verbatim comments below. I think he succeeded making this customer feel very special. Well done James!
James went the extra mile to ensure I found a car to meet my needs.
James encouraged me to try the automatic as well as the manual version of the Discovery Sport. When I expressed nervousness in driving an automatic car he helped me to feel safe and confident enough to give it a try. I ended up purchasing the automatic version and I’m really glad I did.
Overall a very positive experience and I love my new car. Thank you.
Darren Jones
Jaguar Land Rover South West London
Award Nominee, May 2017
Darren has been nominated by his colleagues every month so far as he gets fully involved in helping others in his team and will go out of his way to do so. Darren is consistent in his job, providing great advice regarding parts and accessories and continues to go above and beyond for his customers both internally and externally. He has been recognised by his colleagues and management, but most importantly customers who often give feedback for his cheerful and positive attitude towards his work and where nothing is too much trouble.
Well done Darren and thank you.
Paul Williams (right), Head of Business, congratulating Ali Alavi.
Award Nominee, May 2017
Mr & Mrs Wright’s brand new Discovery Sport originally from Farnell Land Rover Leeds had several issues since its purchase and the vehicle was booked into our service department. Over the 6 week period the vehicle was with us Ali ensured Mr & Mrs Wright had regular updates on the vehicle and even made sure they had a courtesy vehicle for the entire duration of the fault finding exercise. Mr & Mrs Wright had all but lost confidence in the vehicle and were at the point where they did not want it back as they had lost all faith with the Land Rover product. Ali remarkably managed to turn the situation around so that Mr & Mrs Wright had their faith restored in their Discovery Sport and on collection even issued Mrs Wright with a bouquet of flowers which was a lovely touch. Well done Ali for showing an unprecedented level of service as he could quite easily of forwarded the problem back to Farnell Land Rover Leeds! In our opinion Ali Owned It, Solved It and Guy Salmon Wakefield gained a customer for life!
Yas Ghani
Award Nominee, May 2017
Our nomination is for Yas, following us receiving this great feedback from a customer:
A big thank you to Yas at the Select Leicester dealership. He made the process very easy for me, I didn’t feel pressured at all and felt confident purchasing a car from him. He was extremely attentive, knowledgeable, and professional during the whole process, unlike other people I had dealt with at other dealerships. Also, thank you to Steve for arranging the finance, he was great and I had a good laugh with him, a cheeky offer 2k under the asking always lightens the mood. I work in the hospitality industry and know the importance of looking after the customer, well I can truly say they surpassed my expectation. Little touches like turning the car around when it was raining so I could leave the dealership and get in the car without jumping over big puddles. Thanks again, the 3-hour train journey to collect the car was worth it and I will defiantly return to Sytner in the future.
Dan Parsley
Jaguar Land Rover Ascot Service Centre
Award Nominee, April 2017
Dan is a Land Rover Technician and has been nominated for April’s Employee of the month due to his production in March which was an amazing 128% and in April his production was a staggering 138% – this is a record target and without any sales work included!! All jobs are completed to a high standard with no quality issues. Along with the above Dan continually completes CITNOW videos for our customers which are produced to a consistently high level. Dan is always happy to help any member of the team and shows support to our Apprentice Technicians.
Lisa Davis
Award Nominee, April 2017
Lisa has been an amazing team player, she has played a massive part in helping out our Sales Team by coming in early, staying late and even coming in on her days off to assist with last minute handovers and registering of cars to ensure our customers can take delivery of their new vehicles as and when they want them, even when we’ve had very short notice. The Sales Team really appreciates all that she does for them and we all believe she deserves Making it Special and much more.
Darren Jennens
Award Nominee, April 2017
Darren joined us 8 months ago from outside the brand. It is very clear he has a passion for cars and that is visible in everything he does in our parts environment. He took on warranty changes in process and has now got that sorted. He manages workshop orders returning parts that we don’t need in a timely manner and he works most Saturdays because he wants to. The internal feedback we get from his colleagues is that “he couldn’t be more helpful”. He is a welcome addition to the team and consistently demonstrates the ‘customer first’ principles.
Julie Ripley
Award Nominee, April 2017
Julie plays a crucial role in the Dealership, in particular, supporting all of the Management Team in their day to day tasks. In addition to this; organising all the dealership activities often in her own time, ensuring staff, their families, as well as customers, enjoy the best experience ever.
On top of all this Julie still manages to find the time to ensure customers in the showroom are being looked after.
Our Superhero we love you, Julie.
Chris Grindle
Award Nominee, April 2017
Chris Grindle has been part of the team now for over nineteen years, and has a variety of roles with the Dealership; He is now a senior member of the service department front of house team. Chris is a willing team player, and as part of the team helps to make the department run smoothly. Although very busy in the day to day running of the department, Chris went above and beyond his normal day, volunteering to cover the parts department as one colleague was on annual leave and was about to break his holiday to cover the department, as the other member of parts needed to attend an unexpected funeral of a very close friend. This showed that if we work as a team then we can give the customers the best possible service.
Kevin Baily
Award Nominee, April 2017
Kevin always goes the extra mile(s), quite literally. He is the very example of One Team Player, always ensuring that the customer is always put first, which sometimes means having to work past his finish time, which he does without complaints. Always the first to put his hand up when you’re looking for a volunteer and lend a hand to other departments when he can. Having been with the company for 19 years, he continues to show dedication and passion for the Jaguar brand.
We are very lucky to have you, Kevin, thank you for your continuous hard work.
Julie Heaton
Award Nominee, April 2017
Julie has been a great role model to our new Accounts Junior, taking time out of her busy day to assist with the training, always ready to pass on her extensive knowledge.
Not only mentoring our dealership Accounts Junior and juggling her busy workload, she has also been training from a distance the Accounts Assistant at Ascot.
Thank you, Julie!
Mike Tyson (right), Head of Business, congratulating Neil Batty.
Award Nominee, April 2017
During a busy month, Neil worked 72.5 hours overtime, including every Saturday and a Sunday. His extra productivity has made it possible for the business to deliver a large number of March registrations without affecting the day to day running of the Service department and also made a large contribution to the service department bottom line. He made it special for both internal and external customers.
Well done Neil!
Deon Pienaar
Jaguar Land Rover South West London
Award Nominee, April 2017
We are delighted to announce Deon as our winner for April’s Making it Special Award. Recognised by his colleagues and management, but most importantly customers who have been grateful for his careful and methodical work in diagnosing and repairing their troublesome cars. Deon is a Master Technician and is called on for advice by customers and colleagues and he gives of his time and knowledge willingly, assisting in both thoughts and physically to achieve a breakthrough in repairs. He is also a man who focusses on selling hours and despite his assistance to others, he was again over 100% efficient in April.
Well done Deon and thank you.
Paul Williams (right), Head of Business, congratulating Sean Wright.
Award Nominee, April 2017
Our nomination is for Shaun Wright, for selflessly helping an exasperated customer.
A long-standing customer of Guy Salmon Wakefield suffered a gearbox failure which resulted in Land Rover Assistance being contacted and a loan vehicle deployed. The loan vehicle never materialised which left our customer without any transport, extremely frustrated and angry as she couldn’t get to work. Shaun immediately came to the rescue, he said the customer could take his own company vehicle and thus very swiftly calmed the situation and she was promptly on her way to work. Shaun then set to addressing why the vehicle never arrived and then organised for it to be delivered to her place of work recovering his own vehicle at no inconvenience to the customer. Shaun turned a very negative situation into a positive outcome and demonstrated a real team effort with sales and aftersales working together. A classic 100% owned it, solved it situation well done Shaun!
Yas Ghani
Award Nominee, April 2017
This month’s award goes to Yas Ghani and the reason for that is due to the excellent customer service provided to Mr S Chauhan. This was a communication that was sent over to Select Leicester :
Buying my Mercedes CLS250 from Yas Ghani at Sytner Select was a great pleasure. I felt that all the staff including Yas and Steve the Manager went above and beyond the call of duty in a very humble, efficient but yet effective manner. I would strongly recommend Sytner to anyone. In fact, we will be back to buy another car for the Mrs shortly. Great value for money with awesome service.
