Sytner JLRS Division
Alan Eldridge (right), Head of business, congratulating Steve Norton.
Award Nominee, May 2018
Our nomination for May is Steve Norton who received some really great feedback from a customer, following their recent visit.
Visited your branch this morning enquiring about parts for a x type jaguar, now I know this is now an old car so didn’t expect the service I received. This guy Steve norton was so helpful beyond what he had to do for a customer. He helped and provided information without hesitation and was so positive and polite, being the owner of an older model I did not expect this level of help and service, I certainly feel now I’ve picked the right make of vehicle to restore. First class service. Thank you Andy
Well done Steve!
Julie Ripley (right), HR Administrator, congratulating Craig Humphries.
Award Nominee, May 2018
We would like to nominate Craig Humphries for our May award. Craig only joined the team in February this year, initially as a temporary Car Park Attendant but he stepped up to the job immediately and has now been made a permanent member of our team.
Craig has done an outstanding job in managing the car park, ensuring spaces are available for customers during an extremely challenging period, leading upto the move into temporary premises and he has done a terrific job implementing the customer valet service which eases the pressure on customer parking during our dealership refurbishment.
Congratulations Craig.
Paul Titre (right), Aftersales Manager, congratulating Steve Dance.
Jaguar Land Rover Ascot Service Centre
Award Nominee, May 2018
Steve is our nomination for May as he always helps the Aftersales Drivers every morning and evening moving cars from the Service Department to Showroom parking. Steve has also been covering the Workshop Manager role for the last two weeks at our Bracknell PDI Centre. The word ‘no’ is not in his vocabulary and he is always willing to help and assist anyone who needs help and support, as well as becoming a bit of an Incontrol Touch Pro expert!
Well done Steve.
Shane Farmer (left), Used Car Sales Manager, congratulating Ferdi Fodjo.
Award Nominee, May 2018
Our nomination for May is Ferdi who is always smiling and looks happy in his job on a daily basis. He is always happy to take on a task, very polite and goes out of his way to help people.
He has a vast knowledge of the products and will help if anyone needs assistance with the technology on the cars he photographs.
Well done Ferdi!
Colin Hopkins (right), Used Car Sales Manager, congratulating Michelle Potts.
Award Nominee, May 2018
Our nomination is Michelle Potts who had expressed an interest in the Sales Executive vacancy that we had advertised and decided to apply for the role.
Michelle showed great enthusiasm in learning the role and gaining product knowledge and came in during her own time to shadow one of the Sales Team and to complete the e-learning courses.
I am pleased to say that Michelle was successful with her application due to her passion for the brand and is now part of our Sales Team. Well done Michelle and good luck in your new role!
Wendy Beatty (left), Head of Customer Service, congratulating Mark Holman.
Jaguar Land Rover South West London
Award Nominee, May 2018
Our nomination goes to Mark Holman, who was instrumental in making sure one of our customers who had a poor experience on their previous visit had a better one on their recent visit. He owned their concerns and came up with the right solutions to make sure everything was correct this time around. Well done Mark, great job.
I think (Mark’s) level of customer service has more than made up for the previous experience and really turned the situation from a negative into a positive, I couldn’t have asked for a better service from him.” Well done Mark and thank you
Marco Di Fazio
Award Nominee, May 2018
Our nomination goes to Marco Di Fazio, who has gone that extra mile to assist a lady who was passing our showroom and needed help to fix the tyres on her wheelchair when they had come off the rims.
Upon arrival, she pushed her chair into the showroom and spoke to Lee Mayne, Aftersales Manager who went to find a technician who could help. Marco, kindly came out to assist and fixed the wheels to make sure she could get back on her way safely. The customer was delighted that we were able to get her back in her chair to continue her day.
Well done Marco
Lucy Cornwell (right), Service Manager, congratulating Kerry Clipson.
Award Nominee, May 2018
Kerry has been the only permanent Service Advisor for the majority of the month. Not only has she managed to carry on with the increased workload with a smile on her face, but has still found time to go above and beyond for our customers.
One perfect example of this was when one of our customer vehicles were due to come in to have a tow bar fitted in readiness for a planned trip to France. On the day of appointment Kerry found that the part hadn’t arrived, so she arranged for the part to be collected from another branch. However when the replacement part arrived it had two right arms for the tow bar. Kerry arranged with the customer to have the car overnight so the correct part could be fitted the following morning.
When Kerry found out that the customers train was booked for 6.30am to take them to France and that they also needed to get their cat to the cattery, she arranged for a Taxi to collect the customer to take the cat to the Cattery and also managed to get another train booked for them a few hours later in the day, making sure that the tow bar was fitted and ready for them to start their trip. She refunded the couple the money for the train they had missed and called them to make sure everything was ok and they were enjoying their holiday.
Well done Kerry, amazing work!!
Paul Williams (right), Head of Business, congratulating Amy Beardshall.
Award Nominee, May 2018
Amy is well known for consistently delighting our customers and recently as one of them was eagerly awaiting delivery of their new Range Rover Evoque, the only time that they had free to collect was when Amy had booked holiday for her best friends wedding in Cheshire. With the next suitable delivery date being a month later the customer left the showroom disappointed. Amy straight away looked at the logistics and where her customer lived in relation to the wedding venue. Amy decided that she would deliver the customers new vehicle en-route to the wedding venue thus giving up her valuable time on such a special occasion and ensuring in true Amy fashion that she put the customer first. The customer was delighted and extremely grateful for Amy going out of her way. Well done Amy truly Customer First at it’s finest!
Ian Bennett (left), Head of Business, congratulating Rob Gicquel.
Award Nominee, May 2018
A customer came into the dealership with her young daughter, due to her vehicle breaking down. Knowing that they were going to have a wait, Rob took them to a fun local leisure facility whilst their vehicle was being fixed and also arranged for them to be picked up afterwards. They had a fantastic time and was greatly appreciated by the family.
This was a great example of making it special and delighting one of our customers. Well done Rob.
Alan Eldridge (left), Head of Buisness, congratulating Laura Ridgewell.
Award Nominee, May 2018
Our May Making it Special nominee is Laura Ridgewell, following this great feedback from one of our customers.
It has taken me a while to get around to sending this but it needs to be sent as we are all too quick to complain when things don’t quite go to plan but not so good at acknowledging exceptional customer service. On Friday 27th April 2018 I was driving to work. I had just pulled off the M20 at J5 when a red triangle flashed up on the dashboard warning ‘Restricted Performance’. I had only had the car serviced on the Monday before and I irrationally thought it had to be something to do with that. In my defence I was only 3 days into a new job where it is essential for me to have my car so I was rather stressed and flustered to say the least. Despite having the extended warranty which comes with roadside assistance, such was my level of stress my first thought was to telephone Guy Salmon Land Rover Aylesford. Laura took my call and she was just brilliant. I am sure she must have thought I was slightly unhinged as I spouted on about how I had only just had the car serviced, that I had started a new job only three days earlier and how I really needed the car to be functioning otherwise I couldn’t get to work………but she checked whether I had the extended warranty on the vehicle, took details of the whereabouts of the car and contacted the roadside recovery team for me. She then called me back to let me know they were on their way. Laura didn’t need to do any of this, it was really for me to call the roadside assistance myself but thanks to her lovely attitude it made a stressful situation so much better. I spoke to her again when I rang later that day to book the car in for the repair and to thank her for her help in sorting it out and when I called in on Friday 4th May to collect the car after the repair she made a point of coming out to see me to check that everything was OK. That is what I call exceptional customer service and I wanted to let you know what a difference one of your team made. Kind regards, Mary Seal
Mike Tyson (left), Head of Business, congratulating Daniel Neve.
Award Nominee, May 2018
Our May Making it Special nomination goes to Daniel Neve, after receiving this fantastic customer feedback. Well done Daniel.
Daniel has been extremely helpful throughout the process (we essentially bought the car over the phone, based on the hard work he put in sourcing the car for us and arranging for the extra kit to be fitted). Our previous dealings with our local Land Rover dealer had been awful and we were treated like second-class citizens because we were “only” buying a £25k car not a top-of-the-range Range Rover. Thankfully the experience with Dan has been completely the opposite and it has restored our faith in the Land Rover brand – he has been a credit to your company. We look forward to finally meeting him on Saturday!
Many thanksMr & Mrs Bevan
Tim Fox (left), Aftersales Manager, congratulating Emma Yarwood.
Award Nominee, May 2018
Our Making it Special nominee for May is Emma. Emma recently went out of her way to arrange a toy model of an FTYPE to give to a customer who had always wanted to own one, but was too ill to be able to. When Emma presented him with the gift, he burst into tears and was so very grateful and happy.
Many congratulation and thank you goes to Emma, a well deserved recipient of this months award and a credit to the team.
