Sytner JLRS Division
Alan Davis (left), Head of Business, congratulating Lorna Weir.
Jaguar Land Rover Ascot Service Centre
Award Nominee, September 2018
Lorna has embraced and resolved challenges within the manufacturer retailer standards, which have recently been updated. She has also assisted our Accounts Department during our very busy month-end, offering support to the team. This, combined with working additional hours and weekends throughout September, made Lorna our outstanding candidate.
Alan Eldridge (right), Head of Business, congratulating Joe Macdonald.
Award Nominee, September 2018
Once again many nominations but this month the award goes to” Joe Macdonald”.
Joe has really helped the whole sales team by producing a SIM card video for everyone to use to inform our customers and has also helped out covering his colleagues customer handovers at month end, making it special for our customers.
A special mention should go also to Jon Hall ! (Maybe next time Jon) !
Many Congratulations to Joe !
Alan Eldridge (right), Head of Business, congratulating Anthony Lynch.
Award Nominee, September 2018
Our September winner is Anthony Lynch who went that extra mile when he received a call from a customer recently. Following delivery of their new vehicle and upon closer inspection, they had found several scratches on the paintwork. Anthony took it on himself to go out personally to the customers house in Tenterden on his day off and polish out the Scratches. The customer really appreciated the service Anthony afforded them.
Many Congratulations on your award.
James Grice (left), Service Manager, congratulating Ryan Boswell.
Award Nominee, September 2018
Our September nomination for making it special is Ryan Boswell our workshop apprentice who has been producing our CITNOW video’s during the vehicle health checks.
Ryan has made sure that a record number of videos are being produced and has really accepted the challenge well. He will not allow cars to be health checked without a video. There has been some great customer comments and appreciation of his videos which will have a positive input on our current CEM figures.
Well done Ryan.
Thank you for your video it was really informative! The video puts my confidence and trust in you guys that you know what you are doing and as with all garages you need honesty from them.
– Andy Coonan
Lucy Cornwell (left), Service Manager, congratulating Fiona Boston.
Award Nominee, September 2018
Due to unforeseen staff shortages Fiona had been booking in the majority of service customers by herself promptly and professional, whilst showing great customer service.
One example was when a customer came in upset just before closing time, as her wing mirrors weren’t opening. Fiona listened to her concerns, empathised and realised that the car was unsafe for the customer to drive. As the technicians had already left for the evening, Fiona was quick to organise a replacement car and helped the customer transfer her shopping over. The customer left very grateful for the service Fiona had afforded her at short notice.
Well Done Fiona, great work!
Oliver Bambridge (right), Used Car Sales Manager, congratulating Vicky Berwick.
Award Nominee, September 2018
A recent addition to the team here at Guy Salmon Jaguar Northampton but already making such an impact. Our Nomination for September is Vicky Berwick. Vicky had some big shoes to fill from our previous Receptionist of 19 years, however it hasn’t fazed her and she has taken to the position like a duck to water.
We’ve had great feedback from the team and customers about Vicky and she is already going over and above in her role by taking on administration work for the Service department, whilst delivering the customer experience, hosting the showroom and reception desk. She’s always asking if there is anything else she can help with and eagerly learning about the Jaguar product to tell our customers.
Well done Vicky, amazing start and keep up the good work.
Darren Osborne, Aftersales Manager (left), Paul Williams, Head of Business (right), congratulating Dave France.
Award Winner, September 2018
Our September nomination goes to Dave France, who recently helped one of our most loyal customers during their sales journey.
Mr & Mrs Wright were looking to change their beloved Freelander to a Range Rover Evoque, however expressed concern to their Sales Executive, Amy Beardshall on how they could dismantle the mobility scooter to fit in the rear of the vehicle. With Mr Wright being terminally ill, they depend on the scooter for everyday use, so this was a huge concern for them. Luckily, Dave was in the vicinity and Amy asked for his advice. He arranged without question a trip to their home that very evening after work to show them how to dismantle and store it in their new car. Dave stayed for over an hour and half to put their minds at rest. He also paid a second visit to their home later that week to reunite Mr Wright with his walking stick, that he had left in the back of the Freelander.
The epitome of making It special and putting our customers first. Well done Dave.
Kevin Harris (left), Sales Manager, congratulating Jack Dodsley.
Award Nominee, September 2018
Jack has been nominated for his attention to detail. In the month of September Jack was tasked with finding a tyre and balancing machine, he not only got three suppliers in to demonstrate their equipment, he also got the best deal. He then went on to source the best tyre supplier and negotiated the wholesale price. Jack has worked out that we would now save £35 for every tyre we change, rather than sending out to a sub-contractor. Well done Jack
Mike Tyson (right), Head of Business, congratulating Joanne Kirkham.
Award Nominee, September 2018
Our September nomination for Making it special goes to Joanne Kirkham, who whilst working on a Saturday morning received a breakdown vehicle. However, the replacement car from Land Rover for the customer was unavailable, so Joanne spent some time tracking this replacement vehicle to a Jaguar dealership.
Joanne offered to take the customer to the Jaguar dealership in her own time to collect the vehicle but the customer was happy to take a taxi provided by the company.
Well done to Joanne who went the extra mile in keeping a valued customer mobile.
Daniel Hutchinson (left), General Sales Manager - Jaguar, congratulating Steve Bretherton.
Jaguar Land Rover South West London
Award Nominee, September 2018
Our September Making it special award goes to Steve Bretherton who has worked tirelessly to encourage his customers to leave Google reviews and has resulted in nine 5 stars reviews. Steve was the highest nominated person for his commitment to move Jaguar’s Google review target towards 4.0, along with his skill in building relationships with his customers. This has resulted in many long-term and loyal relationships . Thank you Steve
Naomi Turner
Jaguar Land Rover Ascot Service Centre
Award Nominee, September 2018
In recognition for Jaguar Ascot’s best ever September on volume in new car and used cars, we would like to nominate Naomi for her dedication and persistence in aiding the Sales Team to handover 46 new cars and 17 Used cars. She was always on hand to make sure every thing went seamless and even assisted in making sure a car was registered when the system failed.
A truly outstanding performance for the month resulted in 145% of F&I budget completed and a best ever result in NEW and USED car F&I for the business, coupled with this Jaguar Ascot came second in the division in Retention at 39% – Outstanding work! A truly wonderful month generated from a smart, professional and diligent Business Manager
Well Done Naomi.
Richard Jones (right), Workshop Manager, congratulating Raf and Pav.
Award Nominee, September 2018
Our September nomination for Making it Special goes to joint winners Raf and Pav who consistently stay late in the workshop to help get customers cars completed. They also make sure new cars are ready for the next day and also arrive an hour early each day to start their work.
A fantastic commitment to customer first and great team players – well done.
Andy Penn (left), Service Manager, congratulating Chris Stuart.
Award Nominee, September 2018
With the busiest month on record it was extremely difficult for us to come to a decision for our September nomination, however Chris Stuart really did “Make it Special” for one of our customers.
The last new Jaguar to be collected in September was just having its final preparations from the valet team when the keys became locked in the vehicle, the customer was in the showroom finalising paperwork. Chris Stuart took it upon himself to call the local locksmith who were just about to close, he pleaded with them to stay open as he didn’t want the customer to leave without his brand new Jaguar. Chris battled through the rush hour traffic to collect the key. He unlocked the car and retrieved the keys and the customer drove away delighted at 7.15 pm unaware of the efforts Chris put in behind the scenes to make his experience special!
Quick thinking from Chris saved the day!
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!
Chris Towner, Workshop Controller (left), and Ian Painter, Service Supervisor (right), congratulating Nathan Hoy.
Award Nominee, September 2018
Our September nomination is Nathan Hoy who worked extremely hard in getting a major service completed in good time so that a customer could enjoy his planned holiday.
The customer had been booked in for a 96,000 mile service but the service team did not pick up that the car actually required a 112,000 mile service, including a full cam-belt service. Although there were limited time available in the workshop and the customer being advised that it may well run into the following day, Nathan managed to complete the vehicle including the vehicle health inspection the very same day.
The customer was elated and asked that his sincere gratitude was passed to all involved, when he collected his car at 3pm Friday!
Andy Penn & Gary Slater (Left, Second Left), Service Manager and General Sales Manager, congratulating Jane Walker & Sue White.
Award Nominee, August 2018
Our nomination for August is Jane Walker & Sue White.
August saw an unprecedented volume of incoming calls to the business, both Jane and Sue kept composed and handled each call in a professional manner delivering the customer first experience.
They continue to build a rapport with our customers and juggle the high volumes of calls that come in – well done!
Paul Williams (left), Head of Business, congratulating Michelle Ryman and Amy Beardshall.
Award Nominee, August 2018
Our August Making it Special nomination goes to joint winners Amy Beardshall and Michelle Ryman, who made sure one little boys visit to the dealership was very special indeed.
A teaching assistant from local Silcoates school asked if she could bring her student Henry into the dealership. Henry suffers with Autism but loves anything and everything to do with cars. Michelle straight away said that it would not be a problem. When the teacher and Henry arrived, Amy took them on a test drive around the village in a new Land Rover, Henry was in his element! When they returned to the dealership Henry was presented with his very own personalised number plate; as the team were aware of his fascination and recollection at remembering number plates, the look on his face was priceless.
Henry said it was his best day ever and gave everyone a big hug and high 5. A few days later a lovely handmade thank you card was received from Henry that still stands proudly on Reception at Guy Salmon Wakefield.
Reuben Marechal (left), New Car Sales Manager, congratulating Tom Stagg.
Award Nominee, August 2018
The nomination for our August Making it Special goes to Tom Stagg, who delivered a car on his day off to save a customer a 6 hour round trip with 2 young children. The customer had requested that her wheels be painted grey, unfortunately the work was late being completed, so Tom stayed late the night before and valeted her Discovery ready for the morning.
Following delivery the customer called the Sales Manager to express her delight during a 30 minute call and has also written an email to Darren Edwards to share her feedback.
Tom went above and beyond to ensure her satisfaction and her husband has since bought another Land Rover from Tom. Well done Tom
Alan Eldridge (left), Head Of Business, congratulating Jenny Weller.
Award Nominee, August 2018
This time our Making It Special award goes to Jenny Weller, who was recently promoted to Workshop Controller at our PDI Centre and without doubt has gone that extra mile for everyone, with her “Can Do” attitude.
The feedback has been phenomenal, so please join me in Congratulating Jenny as our deserving award winner!
Alan Eldridge (left), Head Of Business, congratulating Claire Godwin.
Award Nominee, August 2018
Our August nomination goes to Claire Godwin who was walking through the Jaguar showroom and noticed a service customer with her children struggling to do up their rain coats and offered to escort them to their car with an umbrella. The customer said that she was going to Adventure Kids while she waited for the service team to work on her car, to which Claire said no problem at all and escorted them to Adventure Kids with her umbrella.
A little gesture but shows that even colleagues that are not customer facing, care and enforce the company values. I’m sure you will join me in congratulating Claire our worthy winner!
Paolo Bragalone (left), New Car Sales Manager, congratulating Craig Reilly.
Jaguar Land Rover South West London
Award Nominee, August 2018
Our August Making it Special nomination goes to Craig who recently delighted a family when selling them their new car. He built such a rapport with the family that he knew just the handover gift to give – a branded dog-bowl for their dog Bertie. The family were so touched that Bertie sent Craig a post-card thanking him.
Thank you very much for my smart new dog bowl! I really like it’ and the car is perfect for the family
Well done Craig and thank you for Making it special
Mike Tyson (centre), Head of Business, congratulating Ryan Broadhurst & Nigel Case.
Award Nominee, August 2018
Our August nomination goes to joint winners Ryan and Nigel who have joined forces to become a great team and radically changing the level of service provided to our workshop.
Whilst doing this they have drastically reduced Vehicle Health Check times to the lowest they have ever been (average time – 2 minutes) which in turn has enabled our Service department to improve the speed of which VHC reports are provided to customers who can then make a decision to authorise additional work.
Well done, keep up the good work!
Kevin Harris (left), Sales Manager, congratulating Kamran Khan.
Award Nominee, August 2018
Our August nomination for Making it Special is Kamran Khan, who joined us in January as a Finance Executive, new to the industry. After a massive learning curve he has adapted to the role brilliantly and is attitude and determination has earnt him the full respect within the team. He often helps the team when the need arises, from carrying our test drives, going to the bank and appraising vehicles to name a few.
He has a great attitude and walks around the business with a smile on his face and is one of the first on the list when we celebrate success. Well done Kamran.
Andy Meads (left), Parts Manager, congratulating Mark Poulton.
Award Nominee, August 2018
Our August nomination for making it special is Mark Poulton, who has sold four body kits on cars during the month, along with two old bumper kits. He has put a great deal of effort in during August and is very forward thinking with the work he has done with the marketing team to promote the bodykits on our social channels has been excellent. He has fully taken control of every aspect and has followed everything through.
Well done Mark.
Paul Titre (right), Aftersales Manager, congratulating Karen Woolls.
Jaguar Land Rover Ascot Service Centre
Award Nominee, August 2018
Karen Woolls is our August nomination, who in the last few months has covered the Service Host position and has also taken on the additional responsibility of the Service follow up calls as well as helping the warranty department.
She is an absolute Superstar and has been so flexible with helping the business in all areas. Despite being asked to cover several roles on different days it is never a problem, she just asks what would you like me to do today and gets on with it with a smile on her face.
Well done Karen.
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
Ian Bennett (right), Head of Business, congratulating Steve Mulvoy.
Award Nominee, August 2018
Steve has gone above and beyond to ensure the smooth running of the Service department. He has turned his hand to Warranty, Workshop Control as well as his own job as a Service Advisor. He is also mentoring our new Warranty Administrator.
He has shown adaptability to step in and help where the demand has been most needed in the department. A true “one team” player!
Well done Steve
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
