Sytner JLRS Division
Tom Booth (left), Used Car Sales Manager, congratulating Hazel Kenyon.
Award Nominee, December 2018
Our December Making it Special award goes to Hazel one of our longstanding Showroom Hosts. Hazel has done an outstanding job in taking the lead of managing the new Barista bar and showroom host duties over our busy weekends. She has an extremely professional manner and is always polite, courteous and very willing to help both customers and colleagues alike.
We have had new colleagues join our weekend Showroom team and Hazel has done an excellent job in taking them under her wing and showing them what is required for us to continue delivering an outstanding service to our customers. Although Hazel mainly covers the weekend, she continuously steps in to help during the week to cover any sickness or holidays and we are extremely grateful for her continuous help and support.
Congratulations Hazel.
Alan Eldridge (left), Head Of business, congratulating Lucy Stillwell and Ben Smith.
Award Nominee, December 2018
Our December Making it Special nomination goes to two of our Service Advisors Lucy and Ben, who during a very busy period and with limited resource managed to maintain a high of level of customer service throughout.
Congratulations to them both on a well deserved award.
Charles Crossley (left), New Car Sales Manager, congratulating Paul Arnold.
Award Nominee, December 2018
Our December Making it Special award goes to Paul Arnold who stepped in to help a colleague recently.
A long-standing Sytner Group customer who had bought many cars was experiencing a few concerns with one of them. After restoring his faith in the Group, Hannah Baker sold him a Hybrid Range Rover as a surprise Christmas present for his son. Although Hannah was on annual leave and to avoid any delays, Paul offered to help to make sure that it all went perfectly. He arranged to pick the customer and his son from their home in Liverpool and upon arrival the surprise present was magnificently displayed in the handover bay, with a personal message to Roy and Neil from Paul thanking them. At the point of realising the car was for him, Neil was truly overwhelmed and they couldn’t have been anymore complimentary of Paul. Roy is now collecting another Range Rover on March 1st for himself and Neil is also in the process of ordering a New Evoque for his wife!
Good morning Charles,A massive thanks to Paul and you for last Thursday. It couldn’t have gone any better as Neil genuinely didn’t have a clue about his car. Totally surprised and overwhelmed. He absolutely loves the car.
Well done Paul. Fantastic team work.
Andy Penn (right), Service Manager, congratulating Steve Burn.
Award Nominee, December 2018
Our nomination for the month of December is Steve Burn.
One of our long established customers (Dr Parkinson) arrived in the showroom late one evening in December with a red warning light on his Jaguar and restricted performance, the customer was extremely anxious as he was 30 miles. Steve immediately put the customer at ease by offering to take him home after hours, this was a 60 mile round trip which Steve did in his own time. The customer called the business the next day to express how thrilled he was with the level of service that he had received from Steve.
Well done Steve!
Gary Weston (right), Corporate Sales Manager, congratulating Jamie Young.
Award Nominee, December 2018
Our December Making it Special nomination is Jamie Young, who showed exceptional customer service recently.
A customer contacted the dealership in urgent need of a vehicle due to a change in his circumstances. Jamie having only been employed at Tollbar for a short period of time, took it upon herself to ensure that the customers needs were understood and proceeded to take ownership of the task in hand. After contacting numerous Volvo dealers a vehicle was located and after extensive negotiation was transferred in enabling the customer to take delivery within 4 weeks, not the usual 6 months. Jamie’s positive approach and determination was much appreciated by our customer and her colleagues. At each stage of the order Jamie ensured that all the correct processes where followed and kept the customer fully informed.
Well done Jamie
Mike Tyson (left), Head of Business, congratulating Gary Froggatt.
Award Nominee, December 2018
Our Making it Special nomination for December goes to Gary Frogatt.
On New Years Eve our workshop were struggling to obtain a part which was on back order, this was delaying the completion of an engine replacement. One of our Parts Advisors found that Guy Salmon Knutsford were the nearest dealer showing the part in stock and without hesitation Gary called his customers to ask if their parts could be delivered the next working day to enable him to collect the part from Knutsford. Knowing the importance of getting this particular job completed Gary collected the part and arrived back in time for the work to be completed before close of business and the vehicle returned to the customer.
Richard Pitt (right), Workshop Controller, congratulating Kevin Johnson.
Award Nominee, December 2018
Our Nomination for December is Kevin Johnson at our Jaguar retailer
Whilst Richard, the Workshop Controller was off on annual leave Kevin stepped in to help. He did a fantastic job managing the workflow in the workshop. He made sure the technicians got through all the work working efficiently, so that the customer’s cars were ready in time and was able to keep the service advisors well informed.
Well Done Kevin, fantastic effort.
Ben Brown (right ), Workshop Controller and the team, congratulating Danny Hughes.
Jaguar Land Rover Ascot Service Centre
Award Nominee, December 2018
Danny Hughes is our Employee of the Month for December as he has worked tirelessly not only in his role but supporting other roles at the PDI Centre.
He has carried out many corporate hand overs at Bracknell and has also acted as a great liaison between us and our customers, often in his own time, talking and assisting them when needed. He even purchased flowers out of his own money for a customer to go that extra mile!
Well done Danny
Olivia Bennett
Award Nominee, December 2018
Our December nomination goes to Olivia Bennett who joined the team at the end of September. In a very short period of time, her happy positive approach has had customers and her colleagues alike comment on her proactive style and willingness to help.
She is completely customer focused and nothing is too much trouble. Everyone who walks into the showroom is greeted in a friendly manner and offered refreshments and she will always check later on if they require any thing else. She has taken on the Sytner ethos in wowing our customers and treating everyone fairly.
Paul Williams (right), Head of Business, congratulating Lindsey Evans.
Award Nominee, December 2018
Lindsey Evans is our Making it special nomination for December. Lindsey’s bright, bubbly and caring personality is a magnet for both customers and staff alike.
She often puts herself out to help others and on this occasion Lindsey demonstrated an exceptional act of kindness at a time of year that can be very lonely for some people. A customer visited the retailer a few weeks before Christmas and got talking to Lindsey. After she had made him welcome and gave him a hot drink she learned that the customer was very ill and had recently lost his son. Lindsey was touched by the customers impending Christmas predicament and that very evening Lindsey decided to pay the customer an unexpected visit at his home with her two daughters armed with mince pies. On arrival the customer was overcome with Lindsey’s kindness and generosity and said it helped make his Christmas a bit brighter.
Well done Lindsey on your well deserved award
Lee Mayne (right), Aftersales Manager, congratulating Jordan Coleman-Dear.
Award Nominee, December 2018
Our December nomination for the Making it Special award is Jordan Coleman-Dear.
Jordan contacted our local Hospital, Northampton General to see if we could donate gifts for the children who would be spending Christmas there. He set about asking Guy Salmon colleagues if they would bring in toys for younger children and these combined with some Land Rover goodies managed to get a whole boot full of donations plus lots of Land Rover childrens’ rucksacks and teddy bears. He delivered the gifts to Northampton General and the staff and children there were so grateful.
Well done Jordan for organising and supporting a local worthy cause.
Ian Bennett (right), Head of Business, congratulating Joe Morgan.
Award Nominee, December 2018
Our December Making it Special nomination goes to Joe who has delivered an incredible experience to a long-standing customers.
The customer had placed an order some months prior and once delivery had been arranged he was taken ill and admitted to hospital. Joe kept in contact with him and purely out of concern, paid him a visit in hospital armed with a get well card and present. The customer was overwhelmed by Joe’s gesture and when he was fully able to, he collected his car which was made a memorable experience due to Joe’s attention.
Well done Joe
Liam Hayward (right), Customer Experience Manager, congratulating John Smallwood.
Award Nominee, December 2018
Our December making it special nomination goes to John Smallwood one of our Technician’s who showed true ‘One Team’ ethos when he recently helped the Sales Team out during their busy Black Event.
John helped out looking after customers and was even personally assisted with 4 customers who went on to purchase a new car. John was a great support in helping our sales colleagues over the whole weekend event.
Well done on a well deserved award.
Alberto Conde (left), Workshop Manager, congratulating Deon Pienaar.
Jaguar Land Rover South West London
Award Nominee, December 2018
Our Making it special award for December is Deon Pienaar, who was able to resolve an on-going customer concern recently.
One of our customers, had been having numerous rattles within his vehicle and he advised that this had been the case for ‘nearly two years’ which he had become increasingly frustrated with. Deon took on the challenge and was able to identify where the rattle was coming from and was able to replace the boot extension arm. The customer was so impressed with the result that he sent an email in to express his gratitude and advise that Deon was indeed an asset to our team.
A big thank you Deon for turning this situation around, an excellent outcome
Gary Knott, General Sales Manager (left), Dan Foster, Used Car Manager (right), congratulating Lee Harris.
Award Nominee, December 2018
We would like to nominate Lee Harris for our making it special award in December for delivering a Range Rover Sport to Mrs Gibbs on her 50th Birthday.
Lee arrived at a local restaurant in the evening where Mrs Gibbs was having a meal with her family. Once Lee had tied balloons & placed a 50th Birthday banner across the windscreen he called her husband to bring her out to the car park. She was so surprised to see Lee standing outside with her new car & got very emotional for this wonderful present.
Congratulations Lee for providing this great experience & the nice touch by dressing the car as this was the icing on cake for Mrs Gibbs & made it truly special.
Paul Williams (right), Head of Business, congratulating Nathan Dawson.
Award Nominee, November 2018
Our nomination is Nathan Dawson for our November’ Making it Special Award. On a recent Sunday afternoon after a recovery vehicle had a arrived with a very upset customer, our Receptionist reluctantly called Nathan on his day off to see if he could help. Nathan calmly reassured the Receptionist that he was on his way and on arrival immediately dealt with the customer and assisting in getting them mobile again.
On a separate occasion in the coming week another customer Mrs Chapman-Kemp was having trouble contacting LR Assist and was not happy, so Nathan left with a loan vehicle at 6pm that very evening along with his partner Megan following in her vehicle. He delivered the loan vehicle and also phoned and waited for LR Assist to attend the customer’s residence. Mrs Chapman-Kemp was extremely grateful for the exceptional customer service Nathan afforded her.
In addition the following week Mr Crook’s car had broken down at 4pm on his return from holiday and LR Assist had been delayed. Nathan left Mr Crooks with his mobile number so he could contact him when he was nearer and was so appreciative of Nathan for coming back after 7pm that evening to deploy the bollards in order to let LR Assist in and also let Mr Crooks retrieve his belongings, he called the dealership the next day to pass on his thanks.
Well done Nathan – great Customer service.
Stuart Wills (right), New Car Sales Manager, congratulating Danielle Clements.
Jaguar Land Rover Ascot Service Centre
Award Nominee, November 2018
We would like to nominate Danielle Clements for our November Making it Special award, for showing outstanding commitment to resolving customer concerns.
This recently included the collection and delivery of a customer’s vehicle on a day she was out of the business.
Well done Danielle
Lucy Cornwell (left), Service Manager, congratulating Bronwen Mancelli.
Award Nominee, November 2018
We would like to nominate Bronwen Mancelli for November’s Making it Special.
Bronwen has recently transferred from Showroom Host to Service Administration and thriving in her new role. She has always helped the reception team but even in her new role makes sure that she is taking calls and seeing customers regardless of how busy she is, both professionally and confidently.
She continues to go over and above with customers, Mr and Mrs Page came in the other day, who had previously bought from us and you could tell that she made them feel well looked after and even laughing and joking with them. They were so pleased with the service that she gave and how welcomed she made them feel.
Well done Bronwen, fantastic start!
Lee Mayne (left), Aftersales Manager, congratulating Joe Lewis.
Award Nominee, November 2018
For November we would like to nominate Joe Lewis.
We recently have had new Apprentice Jack start with us in October and this is the first time that Joe has been a mentor. Since Jack joined, we can see that Joe has grown in confidence, really explaining the details and repairs of why we do things in certain ways. This has enabled Jack to learn which has been brilliant to see and we know Jack is really happy as well.
Not only has Joe been a great mentor and a support to Jack, he is spending time with customers to make sure they are happy with advice given. Mr McCulloch came in and Joe took the time to explain the corrosion to the underbody of the customer’s car and satisfying the customer needs. He also stayed after his finish time to listen to a customer’s concerns with the InControl Touch Pro media system.
Well done Joe keep it up.
Gary Knott (left), General Sales Manager, congratulating Aaron Baker.
Award Nominee, November 2018
We would like to nominate Aaron Baker for Making it Special for November for delivering a Velar to Mr Henton, in his own time to meet the customers requirements.
Aaron travelled from Bristol to Wakefield arriving at the customers house at 9pm in the evening, after a long drive he still carried out a professional handover showing the customer all the features & benefits of his new car. Mr Henton was very grateful with the exceptional service and goes to show Aaron’s commitment to delivering outstanding customer service.
Well done Aaron, keep up the great work.
Jerry Howell (right), General Sales Manager, congratulating Christine Edwards.
Jaguar Land Rover South West London
Award Nominee, November 2018
Our Making it special award for November goes to Christine Edwards. On a day out with her husband on the main road into Brighton they came across an accident. Christine looked over to see that one of the cars involved was one of ours and she recognised who it belonged to Mr Robinson, a long-standing, loyal customer.
Christine made her husband pull over and she went over to see if Mr Robinson was alright. As he is a sprightly 92 year old – he was shaken. She stayed with him until the services arrived. On return to work a few days later, Christine checked in on him to make sure all was well.
Fantastic Christine – a very worthy recipient of the Making it special award. Thank you
Richard Jones (right), Workshop Controller, congratulating Glen Browne.
Award Nominee, November 2018
Our November making it special nomination is Glen Browne who showed true team spirit when he came in to work on two customer’s vehicles who had outstanding concerns, even when he was due to be on holiday.
He made sure all works was completed on the vehicles so that the customers could have them back without further delay.
Well done Glen
Paul Titre (left), Aftersales Manager, congratulating Martin Condra.
Jaguar Land Rover Ascot Service Centre
Award Nominee, October 2018
Congratulations goes to Martin Condra our October nomination for Making it Special
Martin one of our Technicians was working in the workshop, when one of his colleagues working on a new Velar on the ramp next to him had a battery charger go up in flames which was attached to the vehicle! Martin immediately dashed over and removed the charger and made safe before it either caused serious damage and prevented what could have been a disaster.
Well done on your quick thinking Martin.
Jerry Howell (right), General Aftersales Manager, congratulating Sanjiv Panwar.
Jaguar Land Rover South West London
Award Nominee, October 2018
Our October nomination goes to Sanjiv, who helped a colleague recently assist one of our corporate customers who had sourced their vehicle through another retailer. They wanted to reject the vehicle due to a few issues they had been experiencing.
Sanjiv offered to assist Hayley who was unsure of the process to meet the customer where he walked around the car and explained all the service side of the business. The customer was very happy with this and advised they would use our service department going forwards, as well as look to buy their next car from our site.
This is a great example of us working together as ‘One Team’ and we have gained future business – Well Done Sanjiv and Thank You
Liam Hayward (right), Customer Experience Manager, congratulating Linda Lemin.
Award Nominee, October 2018
Our October nomination goes to Linda Lemin, who has continued to provide excellent customer service, whilst managing the service bookings on her own recently.
We have had great feedback from JLR when a customer advised them about the great service Linda had provided, following a poor experience previously.
The way she handled things was excellent and he was very impressed. He said that she has arranged to have the vehicle collected and delivered back to him when the service has been completed. Please could you pass on his and my own thanks for the way in which she has handled the matter.
Well done Linda!
Paul Williams (right), Head of Business, congratulating Thomas Cesi.
Award Nominee, October 2018
Our October nomination is Tom who consistently delights his customers and is always doing that little bit extra to add that personal touch.
One of Tom’s existing customers had excitedly ordered their all new Discovery in time for the new arrival of their second child. Tom had thoughtfully arranged upon handover, toys for the new baby as his own son had been born a few months earlier. He went shopping and bought the same toys that his own son had liked and not to leave out big sister, Tom also bought sweets for the eldest child which went down a treat. The customers were extremely touched by Tom’s generosity and thoughtfulness towards the whole family.
Well done Tom!
Peter Davies (left), General Sales Manager, congratulating Jacob Hovell.
Award Nominee, October 2018
Our October nomination goes to for Jacob Hovell, who since September has been looking after the preparation department for Land Rover. He took it upon himself to work extra hours, coming in early or finishing late and working weekends to ensure that customers had their vehicles without delay.
Even though he was under a lot of pressure with the volume of cars that have gone out he managed to remain polite, cheerful to everyone and provide excellence customer service.
Well Done Jacob, thank you for continued help.
Sarah York
Award Nominee, October 2018
Our nomination for October is Sarah York, who whilst working one Sunday took a call from a customer who had broken down. The customer had already called the recovery company, who were able to collect his car and deliver to the dealership. However they were not able to organise a loan vehicle for him.
Sarah immediately called the Aftersales Manager to authorise loaning the customer an alternative vehicle and made sure it was ready later that afternoon for the customer to collect.
Well done Sarah, for thinking on your feet and keeping one of our customers mobile.
Tim Fox (left), Aftersales Manager, congratulating Jack Gallagher.
Award Winner, October 2018
Our nominee for Making it Special in October is Jack Gallagher.
Jack has championed our branded goods this year and has not only helped the team win the June Champions accolade but also helped us smash last years target.
He always talks to customers about the range whenever he sells any parts to them and in doing so, recently learnt from a customer that her Dad was going to be celebrating an 80th Birthday and she had come in to purchase a Cap. She mentioned that he had always loved Jaguars but he was unable to drive anymore. Jack arranged to pick up her father up in a Jaguar XJ and take him to his planned Birthday party, as well as presenting him with a few small items from the branded good range (out of his own money). The customer and her father were really happy.
Fantastic – well done Jack
Rachel Clarke (right), Dealership Accountant, congratulating Vikki Fawcett.
Award Nominee, October 2018
Our nomination for the month of October is Vikki Fawcett, who is the newest member of our accounts team.
September and October were our busiest months on record for the Sales Team and during that time we were left short of resource in our sales admin office. Straight away Vikki volunteered to help and being a part-time employee, even offered to stay late every day to support the admin department having previously worked in this role.
Congratulations on your well-deserved award Vikki
Mike Tyson (left), Head of Business, congratulating Martin Law.
Award Nominee, October 2018
One Friday in October the JLR systems were down which meant Martin could not put the warranty information onto the job cards ready for first thing Monday.
Knowing he was on a training course on the Monday, Martin came in to the dealership in his own time on Sunday to print the details off and add to the job cards, so our Service Advisors could give the correct information to the customers.
Thank you for going above and beyond Martin!
