Sytner JLRS Division
Andy Penn (left), Service Manager, congratulating Steve Burn.
Award Nominee, July 2018
Steve Burn is our nomination for July. During a difficult period when JLR were upgrading the system that manages customer breakdowns, we had a customer arrive that was en-route to his home in Bournemouth. His vehicle had broken down and as the system had failed we had to arrange his onward travel. Steve spent his time arranging taxis and onward travel for the customer. Unfortunately, the taxi company were unable to find our location, so again Steve stepped in and drove the customer to the taxi rank.
The customer called Steve’s manager the next day to say how delighted he was that Steve had owned the problem and gone the extra mile for him.
Well done Steve!
Ian Bennett (right), Head of Business, congratulating Richard Lovell-Butt.
Award Nominee, July 2018
Richard has been nominated by several of his colleagues for his selfless attitude to ensure we are making it right for our customers. Throughout the month of July in a very tight turnaround, we needed cars collected from some distance away. Richard happily used planes, trains and drove returning the next day to ensure we could make the delivery of cars happen. Not only do the team nominate him for going the extra mile, he also travelled the extra miles for us.
Well done Richard
Robin Chapman (left), Land Rover Used Car Sales Manager, congratulating Gelu Tanasa.
Jaguar Land Rover Ascot Service Centre
Award Nominee, July 2018
Gelu is our July Making it Special nomination as he arrives early every morning detailing the showroom display cars.
He uses his own initiative cleaning and keeping areas tidy around the site, including the rear car park area. Nothing is too much trouble when managing all the showroom handover recleans.
Gelu keeps our regular customers happy with weekly car cleaning to a very high standard.
CLP Handover – 97% Jag – 93% LR= This also reflects Gelu assisting on detailing the car before and during handovers.
Accountant (right), Sue Kightley , congratulating Sophie Lusk.
Award Nominee, July 2018
Our nomination for Making it Special for the month of July is Sophie Lusk for implementing a new process within the Sales Admin department at Jaguar Northampton.
As the Sales Administrator from Jaguar was on annual leave for two weeks, Sophie kindly spent time between both our Jaguar and Land Rover dealerships. Whilst at Jaguar she thought of new processes which could be implemented to make the sales administration process easier and more efficient for all to use. On the sales administrators return, she came back to spend a whole day re-writing, colour co-ordinating and organising all the deal files and stock cars. Implementing new processes for sales team to use, showing them all how to use new filing systems which have been brilliant and greatly welcomed.
Well done Sophie perfect example of working together as one team.
Peter Davies (right), General Sales Manager, congratulating Sasha Challenor.
Award Nominee, July 2018
Our nomination for Making it Special for the month of July is Sasha Challenor for her thoughtful handover experience. Even though Sasha was on holiday the week one of her customers collected their New Evoque, Sasha went out of her way to make the whole experience totally amazing and memorable for her customer. She arranged balloons and Peter Davies’ daughter to make a birthday cake as it was also his birthday the day he collected his new vehicle. Although Sasha wasn’t there on the day of handover, she managed to call the customer while he was in the showroom to wish him Happy Birthday.
A wonderful start to my birthday today, thank you all. Did not expect all the goodies and the amazing cake. The service has been first class from all I have come into contact with.
We think this was a truly great hand over experience for the customer and shows the amount of thought Sasha had put in to this and with Ben’s help in making it such a special occasion for the customer. Not only a great customer experience great team work as well. Well done Sasha.
Jerry Howell (left), Aftersales General Manager, congratulating Nick Woodward.
Jaguar Land Rover South West London
Award Nominee, July 2018
Nick recently went out of his way to solve an ongoing problem for one of our valued customers. Nick thought out of the box to come up with a solution to a problem that had caused the customer a lot of inconvenience and stress.
My thanks to the technician Nick that worked on the car, his attitude was extremely professional and he did fix the problem
Nick turned around a situation that may have led to the customer returning his car, so excellent outcome for the customer and the business
Tony Wilson (left), Managing Director, congratulating Keith Johnson.
Award Nominee, July 2018
Continuously working his hardest to exceed customers expectations. Being fully prepared at all times and going over and above to look after his customers. Keith regularly collects customers cars on the way to work for servicing and on many occasions has delivered cars back to customers well into the late evening. Always willing to stay late for an appointment if the customer requests this.
Great team player who is respected by all his dealership colleagues.
Laura Ridgewell (right), Assistant to Service Manager, congratulating Francesca Butler.
Award Nominee, July 2018
This months Making it Special nomination goes to Francesa Butler, who made a great impression on a customer recently, who went on to comment through one of our social channels.
thank you Francesca @ Guy Salmon Land Rover Maidstone much better service experience than that from land Rover Sidcup in every step of the process treated with respect and valued as a customer what one expects from @Landrover_UK
Well done Francesca
Mike Tyson (left), Head of Business, congratulating Martin Law.
Award Nominee, July 2018
A customer purchased a new Discovery Commercial from us and immediately suffered gearbox problems and needed to leave the vehicle with us without notice.
The customer needed a loan car for his business needs but at short notice we didn’t have a suitable loan car available so Martin loaned him a Discovery Sport so he could at least get home. Once a Discovery 5 came back in from another customer, Martin arranged for the vehicle to be cleaned and fuelled and then delivered onto the customer in his own time, so the customer wasn’t inconvenienced any further.
Robb Pickard (left), Head of Customer Service, congratulating Christine Rose.
Award Nominee, July 2018
Christine is our July’s Making it Special nomination, who recently made a young lad with Autism very happy. He has a fascination for the brand and wanted to come into the showroom to see all the cars and get the chance to sit in them whilst here. Christine made him and his family very welcome and she truly lived up to her job role as Showroom Host, showing real care by providing drinks and snacks throughout their visit.
His parents were very grateful that, whilst they weren’t purchasers they were all made to feel welcome. Well done Christine.
Paul Willim (right), Head of Business, congratulating Lindsey Evans.
Award Nominee, July 2018
Lindsey, our Showroom Host is our July nomination for making it special. Whilst carrying out service follow up calls recently, a customer explained that when she had got home following her visit she had found one of the sites walkie talkie radios in her vehicle. Although the customer could not return the walkie talkie as her daughter was unwell, Lindsey took it upon herself to collect the walkie talkie when she left the dealership that evening and also delivered a bouquet of flowers to the customer by way of an apology. The customer was genuinely touched by Lindsey’s thoughtfulness.
Well done Lindsey.
Kevin Fairhurst (left), Service Manager, congratulating Alice Hoskins.
Award Nominee, July 2018
Alice has recent been moved into the Service Advisor role, from the bookings and admin department. Alice has had a brilliant first month getting 3 Gold Star returns on CLP out of 3. Alice has also gained great feedback directly to me from customers who she has dealt with. She is here half hour before her shift and half hour after to make sure the job is complete and all customers updated
