Sytner JLRS Division
Paul Williams, Head of Business (Left), Steve Gough, Divisional Managing Director (Right), congratulating Kelly Fowler.
Award Winner, April 2018
A double nomination this month for Kelly Fowler. Mrs Lori Fullarton brought her new Range Rover Velar into the service department, with her young son and daughter. Her son was so overwhelmed by all the new cars in the showroom he insisted on working out how many years worth of pocket money and Birthday money he would need to save up before he could buy one. Kelly had listened and together with Mrs Fullarton worked out how long he would have to save ……. apparently it would be 34 years, the little boy looked a tad crestfallen.
Upon collection of Mrs Fullarton’s vehicle Kelly had secretly arranged for a small toy Range Rover Evoque for him to take home. He was so excited with the toy car and not to leave his sister out, Kelly had also arranged a sticker book for her to take home to. This was totally unexpected for both mum and children, but they all left the dealership feeling extremely happy with their visit.
Also that very same week Kelly Fowler went above and beyond again when looking after her customer Mrs Muniz when she bought her car into for repairs. Kelly had remembered that Mrs Muniz was due to give birth to her daughter and presented her with a bunch of flowers. Mrs Muniz was delighted and in her own words of feedback for Kelly said the following
Kelly Fowler has been particularly pleasant to deal with, having remembered I was due to give birth to my daughter and having the lovely gesture of a bunch of flowers. She was polite, effective and efficient
Mrs Muniz
Ian Bennett (right), Head of Business, congratulating Dana Penfold.
Award Nominee, April 2018
On an extremely busy Friday, there was a struggle to get cars delivered back to customers. So as not to let down any customers, Dana collected her daughter from school at the end of her shift, dropped her off with relatives and returned to the dealership to help the team in the delivery of cars for the service department. This was a great demonstration of “one team” spirit and effort to keep our customers delighted.
Richard Leder (left), New Car Sales Manager, congratulating Madina Noristany.
Award Nominee, April 2018
Our April Nomination from Guy Salmon Land Rover Northampton is Madina Noristany.
Last week we received a call from one of our customers, Mr Imran just to say Thank you and to let her Managers know how lovely Madina was over the weekend.
Mr Imran, who happens to be disabled, said he was in at the weekend looking for a picture of a car. Madina did what she could to help him and he was very thankful. He rang up especially to say this and was very pleased with how nice and helpful she was to him.
Well Done Madina, fantastic Customer Service!
Kye Charnock (right), New Car Sales Manager, congratulating Peter Douglas.
Award Nominee, April 2018
We would like to nominate Pete Douglas, our Preparation Assistant for April’s Making it Special Award. Through April, Pete has had to take a number of extremely long journeys for customers, one to Southampton and one to Nottingham. Usually this does not form part of his role but as our drivers were unavailable he took it upon himself to help. Pete helped even though he was under pressure to complete photographs for Used Cars and organising collections of trade vehicles.
He also managed to help with an Approved Used Car handover which needed a little extra effort in removing light scratches from the paintwork and the customer was extremely happy that it didn’t have to go to a smart repair.
Well done Pete, keep up the good work!
Graham Walker (left), General Sales Manager, congratulating Olivier Zilio.
Jaguar Land Rover South West London
Award Nominee, April 2018
We are delighted to announce Olivier Zilio, one of our Land Rover Sales Executives for our April Making it Special Award Winner.
Olivier is a keen photographer and since March has been taking great photos of his customer handovers and also for many of his sales colleagues too! The photo is printed and framed before the customer leaves in their new car. Olivier has worked hard to do this for so many of our customers and what made this particular occasion so special is that the customers father and mother were also present at the handover and had just arrived from India, so the customer was absolutely ecstatic and this is a photo that they will treasure forever.
Olivier’s thoughtfulness and hard work with his handover gifts has helped our Land Rover Sales team achieve 100% in our customer satisfaction score, resulting in Thames Ditton being number one in the country for April.
Konrad Hoogesteger, Sales Executive (left), Simon Crane (right), Head of Business , congratulating Lewis Painter.
Award Nominee, April 2018
Lewis Painter has been nominated by Konrad for this months ‘Making it Special’, and here are the reasons why:
I drove to Maidstone on Saturday 28th April 2018 to deliver a car to a customer and planned on driving back in their part exchange (a BMW 1-Series with run-flats). On my return journey, the car picked up a puncture near Reading and the warning lights showed the applicable speed to drive at. Lewis was not supposed to be in work as it was a weekend, however, he had been helping out at the retailer- the retailer was informed of the puncture and Lewis began to make preparations for what was to come; even though the BMW was on run-flats, there was a chance that the tyre would not hold out for the remainder of the journey. As misfortune would have it, the tyre gave out between Junction 17 and 18 (30 miles from the M32 junction) of the M4 and Lewis told me he was going to get myself and the P/X recovered.
Lewis arrived with not only a car for me to drive home in, but an accompanying recovery truck that would take Lewis and the P/X back to the retailer. Lewis had even bought some drinks and had ensured that the car was fuelled ready for recovery.
Throughout the experience, I felt safe in the knowledge that Lewis was going to help me in getting the vehicle recovered. He went above all expectations in what he did though: It was outside working hours, he prioritised getting me off the hard-shoulder of the motorway and back to safety.He was absolutely superb throughout the entire ordeal.
Mike Tyson (right), Head of Business, congratulating Philip Smith.
Award Nominee, April 2018
Philip has recently volunteered to take on the role of Workshop Controller in our newly acquired second Workshop. He has done this with a positive and helpful attitude, taking full control of numerous breakdown jobs and has helped to turn them around in a very efficient manner, getting customers back on the road as soon as possible with minimum inconvenience.
Philip has been exceptional at keeping all relevant members of our Service team updated daily so our customers can be kept informed at all stages.
It is also worth noting that our First Time Fix has increased to 81% which we feel Philip has been largely responsible.
Well Done Philip, keep up the good work!
Alan Davis (left), Head of Business, congratulating Chelsea Pennington.
Jaguar Land Rover Ascot Service Centre
Award Nominee, April 2018
Chelsea is our April nomination as she consistently delivers outstanding customer care on a daily basis and we regularly receive customer feedback to this effect.
Chelsea is also very supportive of the Team and one of our Managers has recently commented how “She went above and beyond to help me with a buyback customer on more than one occasion.”.
Well done Chelsea.
Paul Williams (right), Head of Business, congratulating Kelly Fowler.
Award Nominee, April 2018
A double nomination this month for Kelly Fowler. Mrs Lori Fullarton brought her new Range Rover Velar into the service department, with her young son and daughter. Her son was so overwhelmed by all the new cars in the showroom he insisted on working out how many years worth of pocket money and Birthday money he would need to save up before he could buy one. Kelly had listened and together with Mrs Fullarton worked out how long he would have to save ……. apparently it would be 34 years, the little boy looked a tad crestfallen.
Upon collection of Mrs Fullarton’s vehicle Kelly had secretly arranged for a small toy Range Rover Evoque for him to take home. He was so excited with the toy car and not to leave his sister out, Kelly had also arranged a sticker book for her to take home to. This was totally unexpected for both mum and children, but they all left the dealership feeling extremely happy with their visit.
Also that very same week Kelly Fowler went above and beyond again when looking after her customer Mrs Muniz when she bought her car into for repairs. Kelly had remembered that Mrs Muniz was due to give birth to her daughter and presented her with a bunch of flowers. Mrs Muniz was delighted and in her own words of feedback for Kelly said the following
Kelly Fowler has been particularly pleasant to deal with, having remembered I was due to give birth to my daughter and having the lovely gesture of a bunch of flowers. She was polite, effective and efficient
Mrs Muniz
Stephen Otley (right), Managing Director, congratulating Nicola Crook.
Award Nominee, April 2018
Never have we had a new team member come into our business and make such an impact in such a short space of time!
Nicola has received a tremendous amount of positive feedback from both customers and colleagues that it would be difficult to select one particular quotation that captures all of her amazing attributes sufficiently. She always remains super calm when dealing with difficult situations. She is an absolute joy to be around and she always has a super warm smile for everyone. She has a resolution for every occasion and she radiates infectious positive energy.
She truly is a superb asset to our business and Makes It Special for everyone, every day!
