Sytner JLRS Division
Glenn Cunnington (left), Head of Business, congratulating David Howell.
Award Nominee, February 2019
Dave Howell is our February nominee for making it special for a customer who bought a car from him recently. Unfortunately on collection, the customer noticed a very small scratch on his new car. David tried to arrange corrective action straight away, however, the customer advised he was going out of the country on holiday.
Immediately, David offered to pick the customer up on the day of his holiday, drop him at the airport and then arrange for the bodywork repair to be completed whilst they were on their family holiday. He then organised to pick the customer up again from the airport on his arrival back into the UK and took the customer home in his “new car”.
I am delighted with the way Dave has looked after me and would not buy a car from anywhere else, and he also saved me a significant amount in airport parking! Thank you.
Janet O'Donnell (right), Accountant, congratulating Debbie Hughes.
Award Nominee, February 2019
Our February Making it Special Award goes to Debbie Hughes who recently assisted a frustrated customer in the showroom following the breakdown of their vehicle. In the absence of other team members, Debbie took on the challenge of calming them down to find a resolution. She used the dealer delegated goodwill pot from Land Rover and arranged for vouchers to be sent to the customer within 24 hours which resolved the complaint.
This is something out of the comfort zone for our accounts teams on a daily basis, however Debbie sorted this from start to finish as she was aware of the gesture being available from the DDG pot, as she had processed other vouchers for customers.
Well done Debbie
Seth Turner (right), Sales Manager, congratulating Keith Johnson.
Award Nominee, February 2019
Alongside some fantastic recent customer feedback I would like to nominate Keith for super hard work in supporting the sales team, preparing cars for other team members, assisting with handing over cars, working like a demon and generally being a super team player. Keith has time for anyone and will always go the extra mile for a customer to make sure their experience is a special one.
(1)Keith was perfect all the way through! Well done. (2) Keith was exceptional in the quality of his service and understanding of my requirements. (3) Keith was extremely friendly and helpful
Mike Tyson (right), Head of Business, congratulating Sam Gregory.
Award Nominee, February 2019
Sam consistently delivers an exceptional level of customer service and regularly receives positive feedback from our customers. A small clip from one such customer is below.
I would like to take this opportunity to say how helpful Samantha has been on the last two occasions I’ve had to bring my vehicle in for work. Both times there were faults which needed rectifying. Samantha worked extremely hard to minimise the cost by persuading Land Rover to deal with the faults without charge. I have to say that in doing this she has retrieved the possibility of my next purchase being a Land Rover. Exceptional customer service is one of the things that can keep customers loyal to a brand, and Samantha’s efforts deserve commending.
During a recent Deep Dive Review with Liz Rowlands (Sytner Team Coach) she uncovered a fantastic Best Advice call involving Sam. Paul Godbehere (Sytner Service & Parts Operations Director) also commented that this was an amazing call with so many great points, it was planned, prepared, positive, solution based and CitNOW was also mentioned.
Congratulations Sam, keep up the amazing work!
Alan Eldridge (left), Head of Business, congratulating Dan Bobbett.
Award Nominee, February 2019
Our February Making it Special is Dan Bobbett.
1Amazing service as always from Mr Daniel Bobbett & Mr Andrew Kitney at Guy Salmon Jaguar Maidstone. We are once again overwhelmed by the amazing service provided by these 2 gentleman at your Maidstone branch. They go above and beyond in everyway to make you feel welcome, at ease and thoroughly spoilt with their time, effort, expertise, cakes & coffees. We would not purchase from anyone else due to the outstanding service given by these very special members of your team. They are a treasure toyour company and we will look forward to seeing them again in the next few years for another purchase from you.
Thanks Dan!
Tim England (right), Workshop Controller, congratulating Sean Brooksbank.
Award Nominee, February 2019
Our nomination for February’s making it special is Sean for helping a Land Rover customer with a breakdown on the side of the road on his way home in the evening. We received a phone call the following day from the customer who explained what had happened.
He was driving from Wellingborough on the A45 when his tyre burst. He had managed to get his car on the central reservation and called the police, on two occasions but still no sign of anyone and he was stranded. At this time Sean from Guy Salmon Land Rover who was passing, spotted the customer pulled over to help. He managed to get the customer to a safer place and fitted a new tyre so that he could continue his journey. The customer was so grateful and very thankful that someone had taken the time out of their day to help someone in need and how wonderfully it reflects on Guy Salmon Northampton.
This is a true example of Making it Special and going over and above for a Land Rover owner and hopefully he will think of us going forward. Well done Sean.
Robb Pickard (right), Head of Customer Service, congratulating Lauren Budd.
Award Nominee, February 2019
Lauren takes an enormous amount of pride in her work and always has the customer at the forefront of their experience. All of this is carried out with a quiet determination that they should receive a positive experience, value for money, and their car back when promised. Lauren keeps in touch and gives a warm and professional service to all those she sees through the Service department at Jaguar
I can honestly say that the service I received from yourselves from start to finish was outstanding, a special mention to Lauren who’s customer service and communication was excellent throughout, people are only too quick to complain and point the finger when things don’t quite go to plan so I think it is only right and fair to recognize such impeccable service.
Simon Robertson, Sales Manager (Right), and The Sales Team, congratulating Ryan Troughton.
Award Nominee, February 2019
We have nominated Ryan who is a new member of our team. His work ethic is amazing and his energy before and during the Evoque event was second to none. We truly believe he went the extra mile in the showroom and the outside display as well, he ensured that the site looked amazing. He also took it upon himself to do a video during the event for social media. He will always take on duties outside his job role with a real passion showing a real desire for customer delight.
Ryan particularly helped one of the Sales Executives out at the end of February, when we got let down by a transport company last minute, so he offered his services to drive a car down to central London, setting off mid-afternoon to deliver a car to the customer on 28th February and not getting home till gone 10pm that evening. He was still here early the next morning sorting the showroom and handover bays out ready for 1st March deliveries.
Well done Ryan
Kevin Harris (left), Sales Manager, congratulating Yas Ghana.
Award Nominee, February 2019
Our February Making it Special nomination goes to Yas Ghana who has recently received four 5* Google reviews in the month, whilst achieving his monthly target, becoming our top performing salesmen for the month.
We regularly receive emails from Yas’s customers telling us how well they have been looked after while purchasing a vehicle. To out perform his colleagues and still get the recognition on Google is a great achievement
What can I say absolutely amazing experience from start to finish.. I dealt with yas he is such a nice guy and definitely not your usual salesman. I purchased a fantastic golf gti and was very picky to say the least, any request I made was sorted promptly, lots of emails and a few videos later I was driving away in my dream car. (2) Yas in the sales team was very helpful on the phone and sent me a personalised video of the car shortly afterwards which made the decision to visit the showroom an easy one, despite the distance. (3) Yas made me feel very welcome when I visited and I was given plenty of time to look round the car without any pressure. It was just as described and a decently long test drive sealed the deal. All in all an excellent buying experience that Sytner should be proud of – well done Yas and the Sytner team.
Paul Williams (right), Managing Director, congratulating Steve Mann.
Award Nominee, February 2019
Steve demonstrated our ‘one team’ values here at Guy Salmon Wakefield in avoiding a customer issue and turning it round to making it special! A customer who had booked his vehicle in online called the day before as he hadn’t heard anything regarding the booking. Due to errors encountered via our website, we had not received his request and the customer was extremely upset as he had made plans. Steve without a second thought called the customer and offered to collect his vehicle personally and also booked space in the workshop for the service to be carried out, which the customer was extremely impressed and grateful for.
Well done Steve
Alan Davis (left), Head of Business, congratulating Louise Lawson Hatch.
Jaguar Land Rover Ascot Service Centre
Award Nominee, February 2019
Our February Making it Special award goes to Louise, who amongst a very busy Q1 of recruitment and new starters has also put additional time and energy into our recent 202050 roadshow event (wonderful cakes), our New Evoque preview evening and lastly the first Sales Executive Assessment day that has provided us with excellent potential candidates to chose from.
Louise has made massive efforts to both help arrange these and attend them all to make sure everything goes smoothly on the day. Well done and Thank you Louise.
Richard Holding (right), Used Car Sales Manager, congratulating James Lawson.
Award Nominee, February 2019
James Lawson has been nominated by Richard Holding, Used Car Sales Manager. On Saturday 9th Feb, I took a call from a customer who had just taken delivery of his car. He had issues with his Approved Range Rover Sport with a series of faults on the dashboard relating to the suspension, so I asked him to come straight down to the showroom. I went to the service department and all staff that were working were at a critical stage on other Jobs. James had popped into the retailer to collect something and he leapt into action, saying he would be more than happy to help. He plugged the car into the system, identified the faults and carried out a software download, all of which cured the issues with the car. The customer took the car away very happy at the swift turnaround in fixing his car. James did all this in his own time to delight our Customer.
Thank you James!!
Kayleigh Harrop (left), Service Manager, congratulating Ellie Bridgman.
Jaguar Land Rover South West London
Award Nominee, February 2019
Our February Making it Special award goes to Ellie Bridgman who swiftly jumped into action to resolve a customer concern recently. The customer bought a second car from us to add to an Evoque that he bought for his wife last year. He had the car 1 week and completed just 53 miles when he had a breakdown which was handled poorly until Ellie got involved and won back his confidence by building up a rapport with the customer.
I just wanted to thank you so much for taking such incredible care of me (and my car) over the past few days. You have been simply wonderful at keeping me up to speed and providing an exemplary and swift service throughout. As I drove off this morning, I noticed the lovely treats you left on the back seats which, whilst totally unnecessary, were gratefully received. It is greatly appreciated. Thanks again.
