Sytner JLRS Division
Steve Gough (Right), Divisional Managing Director, congratulating Jelka Ivanovic.
Award Winner, March 2018
Our Quarter one winner is Jelka Ivanovic. Jelka has always been passionate about giving back to the community. So when the opportunity came up to support Cynthia Spencer hospice she jumped to it. The challenge was to take £50 and turn it into as much money as possible, not an easy thing to do.
Jelka is quite the pro in the Kitchen and decided to make overnight oats in her own time every evening for 8 weeks and sell them in the morning to members of staff, then bacon sandwiches on a Friday (which was always very popular) and she managed to raise a very impressive £320.88 from the original £50.
Amazing – well done!
Alan Davis (right), Head of Business, congratulating Julie Bryant, Keara Hesketh & Lorna Weir.
Jaguar Land Rover Ascot Service Centre
Award Nominee, March 2018
Our Making it Special nomination goes to our amazing Sales Administration Team. They were super organised prior to the start of the month to make sure everything was in order, which allowed them the flexibility to manage any last minute changes or additional customers.
They also came in over the Easter holidays to make sure our customers received their new cars on time and delivered the high customer care standard which we strive to achieve on a daily basis.
Simon Crane (right), Head of Business, congratulating Ian Painter.
Award Nominee, March 2018
We would like to nominate Ian, for going above and beyond for one of our customers.
An elderly customer had thought that he got roadside assist when he took out his service plan, but unfortunately he hadn’t. The customer had a puncture on their vehicle, so Ian went out that evening to the customer to change the wheel for him. He brought the damaged wheel back in to be fixed and once completed, Ian returned it to the customer the following evening.
This has delighted the customer and shown what an exceptional level of customer service Ian provides.
Well Done Ian!
Rachel Clarke (left), Accountant, congratulating Lisa Ismay.
Award Nominee, March 2018
Lisa has been nominated for continuously delivering an outstanding performance. She is constantly achieving deadlines no matter what obstacles are thrown at her. She is the go to person and offers support to all of the team by sharing her vast knowledge of the dealership and manufacturer.
A well deserved nomination!
Alex Scott (left), Head of Business, congratulating Matthew Welch.
Award Nominee, March 2018
My making it special award for March goes to Matthew. Throughout Q1 Matt has worked miracles by plucking vehicles from free release at very odd hours of the day (mostly in the middle of the night). We have broken some records this month in vehicle sales, finance income, labour and parts sales and the dealership has been very profitable. Matthew has secured over 200 extra new vehicles against our allocation by taking calculated decisions and having a plan of attack and sticking to his plan.
His energy has been zapped out of him most days fielding calls, customers and staff requests. However, his performance has been exceptional – why has this made it special? The buzz in the dealership, customers, employees are all enjoying a fabulous experience through having so many vehicles available. Matthew has made numerous personal sacrifices to make this happen in the early hours of the morning and by securing these extra vehicles the dealership has enjoyed many successes.
Julie Ripley (left), Business Administrator, congratulating Sam Britland-Jones.
Award Nominee, March 2018
Going the Extra Mile… on his bike!
A customer’s vehicle had broken down and Sam received a call from the customer asking about his replacement vehicle as he was going to struggle without one. Sam took some details from the customer and said that he would have a car allocated to him within an hour (customer laughed at that and said that he had heard that before) 10 minutes later a car was assigned them. However, the customer was unable to get to us, so Sam suggested that he would drop off the loan car to him, if the customer would give him a lift back. Unfortunately the customer was going out for the evening so Sam said that he would still drop off the car but bring his bike in the boot and ride home as he could only do this after he had finished work.
The customer was delighted with the customer service provided and Sam cycled 12 miles home.
Alan Eldridge (left), Head of Business, congratulating Joe McDonald.
Award Nominee, March 2018
Our nomination for March is Joe McDonald for maintaining his high standards of customer service during the busy month of March.
Joe always makes sure that he keeps in contact with his customers, even when he cannot meet their expectations. Joe also makes himself available to his colleagues and is always willing to help anyone.
Well Done Joe!
Alan Eldridge (right), Head of Business, congratulating Enamul Miah.
Award Nominee, March 2018
Our March nomination is Enamul Miah for his consistent delivery of exceptional customer service.
We have recently received some fantastic comments from customers, but one particular sentence sticks in my mind that really sums up the level of customer service we need to provide and Enamul clearly achieved this.
The comment received was, Making my Dreams come True.
Well Done!
Kye Charnock (right), Sales Manager, congratulating Jelka Ivanovic.
Award Nominee, March 2018
This month’s winner is Jelka Ivanovic. Jelka has always been passionate about giving back to the community. So when the opportunity came up to support Cynthia Spencer hospice she jumped to it. The challenge was to take £50 and turn it into as much money as possible, not an easy thing to do.
Jelka is quite the pro in the Kitchen and decided to make overnight oats in her own time every evening for 8 weeks and sell them in the morning to members of staff, then bacon sandwiches on a Friday (which was always very popular) and she managed to raise a very impressive £320.88 from the original £50.
Amazing – well done!
Ian Bennett (right), Head of Business, congratulating Nathan Jackson.
Award Nominee, March 2018
In March we experienced some extreme weather conditions. Being part of a great brand there were no excuses not to get home or back to work! However, one colleague exceeded this and went above and beyond rallying around picking up and dropping off his colleagues in his own defender.
Following a long shift, he went up to the local hospital to help the medical staff get home and transport them into the hospital. Nathan certainly went that extra mile and is fully deserving of this month’s making it special.
Well Done!
Mike Tyson (right), Head of Business, congratulating Chris Taylor.
Award Nominee, March 2018
At the end of March Chris had a full day of handovers, all of which took longer than anticipated leaving him to do an off -site handover in Surrey, which was a 360 mile round trip.
He left the dealership at 4:00pm, completed his handover and made it back home at 11:00pm. He was back at his desk at the usual time the following morning leaving the customer delighted to be driving their new Discovery for the Easter holidays. Chris always goes above and beyond to put his customers needs first including working nearly all of his days off.
Great customer service!
Laura Barley (right), Accountant, congratulating Trisha Stevens.
Jaguar Land Rover South West London
Award Nominee, March 2018
Trisha is always thinking of how to make her customers experience truly memorable and special when buying their Jaguar and this often reflects in the Customer Satisfaction comments.
In March one of her customers whilst purchasing their new Jaguar, had bought their children in with them and they were very excited to take delivery of their new car. Trisha was thinking of what to get the customers children as a gift and knowing how excited they were she came up with the idea of a Jaguar Cap for the summer and a Pencil Case for school for each of them. The children were so delighted with their gifts that they drew her pictures of their new car and bought them into the showroom to say thank you. For a customer and their family to take time out of their day after the handover and the children to make the effort to draw pictures to thank Trisha for their new car means that Trisha really has got it right with making it special with this customer.
Needless to say we received glowing customer feedback about this and also highlighting how we were not the cheapest, but the service was personal and a pleasure.
Paul Williams (right), Head of Business, congratulating Andrew Hearne.
Award Nominee, March 2018
With many customers due in over the Easter Bank Holiday weekend to collect their new Land Rovers, Andrew was busy in the workshop carrying out the vehicle PDI’s. Around midday on Thursday prior to Good Friday, he was notified that there was a new map update for all new vehicles, which would take over 7 hours. Andrew was faced with a dilemma, either let our Sales Team know in advance of the delay in handovers or re-book all the vehicles in at a later date for the map update, which would then in turn leave our customers extremely inconvenienced, frustrated and unhappy.
So in true ‘Andy Fashion’ as neither choice was an option, he selflessly chose to give up his own time on Good Friday when he himself had plans with his partner to come into the dealership and personally ensure every vehicle was updated and ready for our customers to collect. One customer who was collecting his new Range Rover had already pre-planned his Bank Holiday weekend break around his handover to encompass a trip to Cardiff as he had purchased tickets for a very important boxing match so the map update was crucial.
Well done Andy and thank you for putting our customers first!
Darrell Jones (left), Head of Business, congratulating Kathryn Warden.
Award Nominee, March 2018
Kath has been nominated for her consistent professionalism, whereby nothing is too much trouble when helping either our customers or work colleagues. Her easy going attitude makes her approachable and she will always see any job through to the end and will follow up with colleagues or customers.
Her commitment and passion for achieving the best results and delivering great customer satisfaction was displayed in March, when she came in on a Saturday to help and invoice same day sales and deliveries, to help the dealership achieve its target.
Well done Kath!
Samuel Long
Award Nominee, March 2018
Sam joined the team in February as a Service Advisor and having not held any previous motor trade experience, he has demonstrated a great attitude. He is extremely focused and willing to go the extra mile to learn day to day tasks. He has regularly spent extra time beyond his working hours to learn extra tasks, which have not been possible during the day and has also stayed behind if required for customer collections.
Recent customer satisfaction returns have mentioned Sam by name, advising he has an excellent polite manner and is extremely pleasant. Sam has adapted to the demanding aftersales department and certainly demonstrates a one team approach to the daily tasks.
