Sytner JLRS Division
Jeanette Thomson (right), Dealereship Accountant, congratulating Karen Corr.
Award Nominee, January 2018
Our January Making it Special nomination goes to Karen Corr, who has proven to be a great asset to the Dealership since she started last April. She will often put in extra hours without hesitation. She is a happy member of the Accounts team and has brought the fun factor back to the Accounts Department.
Well done Karen
Michael Beaver, Richard Hind & Kevin Clack
Jaguar Land Rover Ascot Service Centre
Award Nominee, January 2018
We have an amazing team of Aftersales Drivers (Kevin, Michael, Richard) who on a daily basis move our customers’ cars from the Aftersales Department to the Showroom which allows more available parking at Aftersales. You will also see them at the end of the day returning the cars back to Aftersales for the next day. They check the weather forecast on a daily basis to take into consideration the impact on the cars for instance if there has been a heavy frost the cars will require defrosting and this also determines the time they come into work! When organising their workload and to provide an outstanding service to the customer and business they will consider the best route to maximise their time and collections/deliveries. They are always happy to help any of their colleagues where they can.
Great Team Work!
Tim Fox (right), Aftersales Manager, congratulating Alice Saunders.
Award Nominee, January 2018
Our nomination is for Alice for making sure that she got it right for her customer who had been experiencing several issues with their vehicle. Alice has shown that if you take ownership of a problem, with time you can work your way through it and find a solution. We received this fantastic feedback from the customer.
I would like to express how well Alice on the service reception dealt with the problems with my car and how she spent a lot of her time getting things right. The car had been having a number of issues with warning lights had been dismissed as requiring software upgrades. I had to insist that this was wrong and needed further investigation. I had called the JLR helpline who were next to useless and kept referring me back to yourselves. When I arrived unannounced at your showroom to have the car taken in, with no replacement vehicle arranged Alice went out of her way to get me mobile again and then took ownership of the problem until it was resolved.
Andrew Meads (right), Parts Manager, congratulating Graham Scally.
Award Nominee, January 2018
Our nomination is for Graham, who continues to show his true ‘One Team’ethos, during a time when the parts department is very busy.
Graham has gone above and beyond over the last several weeks looking after both internal and retail customers, whilst not letting customer service slip.
Well Done Graham!
Andy Penn (right), Aftersales Manager, congratulating Tim Jones & Jennifer Quinn.
Award Nominee, January 2018
During 2017 the volume of warranty claims grew from 3580 in 2016 to over 7200 in 2017. This in turn put huge pressures on the warranty department as along with the increase in claims there were increases in queries, rejected claims, discarded parts returns and debt. With the added pressure of piloting the new WASP system and all within a 20 day submission time.
January 2018 began with a warranty audit resulting in a zero debit result.
Huge well done to Tim and Jennifer for a fantastic result after a very demanding year.
James Edwards (right), Aftersales Manager, congratulating Teordora Costea.
Award Nominee, January 2018
We would like to nominate Teodora Costea for her outstanding work as our Breakdown Customer Service Advisor, she deals daily with customers who are usually are not the happiest of customers (due to breaking down), Tia deals with a large number of breakdowns due to our position near to the M6 and we never have any complaints from her customers and recently received the following compliment from a customer:
Good evening Steven, I’m writing to you in total appreciation of how your service breakdown Advisor Teodora Costea dealt with my ongoing breakdown of my new Land Rover Discovery 5. The problem has yet to be resolved, but it’s the way she showed so much compassion and genuine respect to my personal loss of mum by meeting me with a flower arrangement when I came to collect my Land Rover. I would ask you recognise and pass my genuine appreciation to Tia.
Oliver Bambridge (right), Used Car Sales Manager, congratulating Amy Moore.
Award Nominee, January 2018
Choosing a Baaaarilliant Handover Gift.
Amy Moore was carrying out a handover with a very excited customer, Rachel Gilbert picking up her very first Jaguar. Whilst setting up Mrs Gilberts. In Control, Amy asked what she would name the new Jaguar F-PACE Mrs Gilbert decided to name the car Sheepie as she loves sheep. Realising this Amy asked Kye Charnock, Sales Manager to get the cuddly sheep which was in one of our offices and put in the car as a present. Amy managed to distract Mrs Gilbert whilst Kye Charnock discreetly put the sheep in the boot. When Amy got round to showing Mrs Gilbert the boot, the little sheep popped out and she was so pleased and surprised. She could not understand how we knew she loved sheep and thought we must have found this out in advance. Well done Amy for thinking on your feet, and choosing something really personal and unique for the customer, and making it special in a baaaarilliant way.
Ian Bennett (right), Head of Business, congratulating Kevin Crawford.
Award Nominee, January 2018
Kevin Crawford has been nominated by his colleagues for consistently displaying a one team attitude. He is always willing to drop everything to help his colleagues out, which sometimes means he finishes late. He goes above and beyond to assist and advise his team members to ensure we deliver a great customer experience.
Well Done Kevin!
Mike Tyson (left), Head of Business, congratulating Geoff Meakes.
Award Nominee, January 2018
Geoff Meakes has been nominated many times since the “Making it Special” Awards began. He always tries to go above and beyond for his customers wherever possible. One Friday evening just before we were about to close for the day Mr Patania telephoned into the business. The brakes on his vehicle were making a horrible noise and he had a long journey ahead of him on the Saturday morning. All the technicians had left for the day so Geoff was faced with a problem. He agreed to meet Mr Patania at his home address in Doncaster the following morning at a time to suit so that his plans would not be spoiled. The customer was hoping for an early start and asked Geoff to meet him at 8am. Geoff met the customer, handed over the loan car and sent the customer on his way. He then drove Mr Patania’s car back to the business in Sheffield. Geoff wasn’t scheduled to work that Saturday morning and had given up his free time to help our customer.
Well done Geoff, you made it special for Mr Patania.
Jon Moses
Award Nominee, January 2018
We would like to nominate Jon Moses for the “Making It Special” award for this month. We often overhear exchanges with Jon and our customers and are constantly impressed with his professionalism, positivity and when required empathy during his every day role. Recently Jon was overheard having a conversation with one of our customers. Mr Jameel had been experiencing issues with his vehicle which were only presenting themselves on an intermittent basis but were leaving his car in a none drivable state. He had become quite emotional as the problems were causing him a great deal of stress. With only one vehicle the customer could not accommodate his young family. Jon went out of his way to accommodate the customer and eventually settled on a plan which involved Jon delivering the vehicle back to the customer and he was personally 100 % confident the vehicle was fully repaired. Mr Jameel was concerned that this would mean that Jon would not be able to return to work until 9pm in the evening but Jon insisted and reassured the customer this was not an issue. As the problems were intermittent Jon has since repeated this journey on another two occasions.
Jon is an incredibly committed, determined and valued member of the aftersales department and we feel privileged to have him on our team!
Berengar Needham
Jaguar Land Rover South West London
Award Nominee, January 2018
Congratulations to Berengar Needham from our Parts department, for the great work he has been doing in developing our new parts distribution process.
Berengar has received many nominations from both his colleagues in the department and also from the technician team and sales team. Berengar has stood out – going out of his way to ‘make it special’, and is a great team player. He has been improving the service given to the technicians as he is delivering parts to their ramps and assisting them in getting the right parts and avoiding the need for the technicians to wait to be served, allowing them to concentrate on fixing the cars!
This is a new initiative for our business and whilst there have of course been teething problems – Berengar’s positive attitude has really made a great impact! Well done!
Paul Williams (right), Head of Business, congratulating Ali Alavi.
Award Nominee, January 2018
Ali is nominated on a regular basis by the Team at Wakefield as his level of commitment in his role as Service Administrator and his customer feedback especially is always exceptional and on this occasion was in true Ali fashion absolutely above and beyond. During January’s inclement wintry weather Mr Darnton’s vehicle had been in the dealership that day for service. At the end of a long day as the bad weather had a knock on effect with more vehicles being in the service department than normal Ali was set the task of delivering Mr Darnton’s vehicle back to his home after he had finished work that evening, but with the bad weather taking hold as it had started to snow the traffic was against him for the entire journey. Ali didn’t reach Mr Darnton’s home until 7.30pm in the evening before then embarking on his own journey home. This was something that he didn’t have to do but as always with Ali, his strict customer first principles shone through. The next day Mr Darnton made a point of telephoning into the dealership first thing to personally express his gratitude to Ali for going out of his way in such bad weather conditions to reunite him with his vehicle.
Seth Williams (right), , congratulating Sophie Williams.
Award Nominee, January 2018
Our nomination is for Sophie for providing outstanding customer service to all of our customers. Sophie recently took a new opportunity with us to transfer from the Service Department into Sales as a Business Manager and although Sophie started life with us as a Sales Executive, this was her first taste of the Business Manager role.
Sophie has smashed her targets in her first 2 months in the job! Sophie can be described as a ray of sunshine in the showroom and for always going out of her way to make her customers feel special.
