Sytner JLRS Division
Alan Eldridge (right), Head of Business, congratulating Gemma Smith.
Award Nominee, March 2019
Please join me in congratulating Gemma on winning our “Making it Special” award.
Gemma has fitted into the service team really well and in spite of being relatively new, is already building a great rapport with our customers and shows a genuine willingness to help everybody on the team. We have received some great feedback from our customers.
Well done Gemma!
Colin Hopkins (left), Sales Manager, congratulating Mick Dulku.
Award Nominee, March 2019
Mick as always works with a positive attitude and has generated a fantastic return on our trade cars making sure we achieved a maximum return. Mick also came in on a Saturday and worked when he overheard the sales team talking about how busy they were with handovers and test drives. Mick came in and was amazing, he worked the showroom talking to every customer he could. He carried out test drives with lots of customers and his help was greatly appreciated.
Mike Tyson (Left), Head of Business, congratulating Elliott Bond.
Award Nominee, March 2019
Elliott has recently received exceptional feedback from numerous regarding his outstanding level of Customer Service. Below is just one example.
We are about to take delivery of a new Range Rover at the end of this week and I’d just like to send you a quick note in praise of how Elliott has worked with us. Although now in early retirement I’ve worked in Sales & Marketing for most of my career and I mention that just to give some context. We previously bought from another dealer but had become disillusioned with the service. To be honest we visited Guy Salmon for a bit of a look around but the way in which Elliott engaged from the start was friendly, non-pushy and very informative. His style of questioning was calm but drew the information from us to make positive suggestions. There have been bumps in the road as we’ve progressed, not least because we have lived in the US for 14 years, but the quality of his follow up was very impressive and his patience far better than mine. I’m not sure how long he’s been with Guy Salmon but you’ve got a winner there!Many thanks for how Elliott has made this a very positive experience
Keep up the fantastic work Elliott
Oliver Mann (right), Head of Business, congratulating James Tipping.
Award Nominee, March 2019
We nominate James Tipping for this months Making it Special Award. Having joined in February and only having a couple of weeks to get into his new role, he managed to turn around the preparation for over 250 cars for Jaguar and Land Rover to be delivered in one of our busiest months.
He has changed and implemented new processes, brought a new team together and managed everyone’s expectations. James wasn’t afraid to get stuck in and work late to ensure no customers were let down. All the cars delivered in March for both brands, James had a part in organising and managing the preparation to ensure every customer was delighted with their new vehicle. We can already see improvements to the process and looking forward to seeing how the preparation department develops over the coming months.
Well done James, great start and keep up the good work!
Nick Miernik (left), General Sales Manager, congratulating Max Hemingway.
Award Nominee, March 2019
Our March making is special award goes to Max, our delivery driver who looked after one of our customers recently. The customer explained that he was struggling to get in and out of his vehicle as he has Parkinsons Disease, Max explained that the suspension could be lowered. When Max returned to the dealership where the vehicle was in for servicing, he went to the Parts Department where he priced up some deployable side steps. On returning the vehicle, he showed printed pictures and also explained that the side steps came out further and lower than his current fixed side step. The customer thought they were a little too narrow for him to balance on with his condition. Max looked to find an alternative solution and came up with the idea of a caravan step that could be kept in the car and was also light and easy enough for his wife to move into position thus enabling the customer to get in and out with ease. Also as the couple didn’t have access to the internet Max sourced a local shop for the customer to purchase the step, result one happy customer.
Well done Max
John Buckham (right), General Sales Manager, congratulating Anthony Cronk.
Award Nominee, March 2019
Our Making it special Award for March goes to Anthony Cronk who on his day off from the business attended an Indian Wedding to deliver and personally unveil the married couples new car.
Anthony spent two hours before the unveil making sure the car was perfect and then completed a full handover of all controls and features to the new owners. Well done Anthony for going above and beyond to make it special for a couple on their wedding day!
Gary Tipler
Award Nominee, March 2019
Gary has been nominated for our March award, not only for his great performance in the month selling 15 vehicles for a chassis profit £30896 (£2060pu) but his consistent customer feedback from his customers. The last one we received sums up Gary’s professionally approach to his customers.
Many thanks for the very professional service from Gary Tipler when purchasing my new car. Having previously looked at one Gary gave me the heads up on another coming in the following week, along with a personalised video tour. I subsequently put a deposit down over the phone, and arranged a viewing. On arrival, the car was beautifully presented in the showroom, washed, polished, alloys refurbed, the interior lovely. The handover process was very well executed. No hidden fees or any rubbish . Overall I was hugely impressed with the sales service provided by Gary, who was efficient, polite, and knowledgeable. The sale was completed without any pressure or rush.
Robb Pickard (left), Head Of Customer Service, congratulating Anita Main.
Award Nominee, March 2019
Our March Making it special award goes to Anita, who consistently provides a warm welcome to all our walk-in and call-in customers. During March, under considerable strain, not once did she buckle, bolstering the team as she went. Every customer was hosted with grace, whether Sales or Service. Frustrated customers were placated as Anita managed the torrent of phone calls, coffee orders, bored children and thirsty four-legged customers. Reception would have been the worse for wear if it wasn’t for Anita.
Thank you Anita
Alan Davis (right), Head of Business, congratulating Kelly Lines.
Jaguar Land Rover Ascot Service Centre
Award Winner, March 2019
We would like to nominate Kelly as she has been even more amazing than normal.
1. When Chelsea was off on holiday she stepped in and worked the Front desk as an additional Service Advisor. 2. She has supported Tanya, Land Rover Service Advisor during her first month in the business mentoring and coaching her . 3. She has supported Nathan showing him the processes and procedures as he prepares for his move to Service Advisor. 4. She spent a day with Ben, Service Booking Clerk on the words and phrases he uses with customers. 5. Our Warranty audit was the best it has been for a while, Neil Hannan was delighted with the progress and presentation of the warranty department.
She is an absolutely key member of the team and delighted to be working for her!!
David Lindley (left), Head Of Afersales, congratulating Bethany Carver.
Award Nominee, March 2019
We have nominated Bethany for Employee of the Month of March for her outstanding customer service to a customer, who she helped recently. She could easily have ignored this concern, however she went above and beyond to sort out the issue with his on-line service history as per his email attached.
Just a quick note to say that I received wonderful service today from Bethany Carver in your servicing team.Williams Land Rover, Manchester had forgotten to upload details of a service I had done in 2016. Bethany just said, no worries , I’ll call Williams for you and get them to update their bit and then I’ll renter ours and when it’s all done I’ll email you what you need.Two points of note:• Bethany and Guy Salmon 1, Williams 0.•
Well done Bethany.
Hi David,Just a quick note to say that I received wonderful service today from Bethany Carver in your servicing team.Williams Land Rover, Manchester had forgotten to upload details of a service I had done in 2016. Luckily I remembered it was their dealership that did the work and I had a diary entry that showed me the date.They expected me to call you guys back first so you could first remove the 2 subsequent services you had uploaded correctly to the system and then call them back so they could then add back their missed entry. Then I was supposed to call you back again so you could re-load your entries back onto the system. Confused! I was!!Bethany just said, no worries Mr Hilton I will remove them now, I’ll call Williams for you and get them to update their bit and then I’ll renter ours and when it’s all done I’ll email you what you need.Basically where Williams, who had made the annoying mistake in the first place said, ‘I’m afraid you’ve got a problem here’ and then made me do all the running; Bethany just fixed it! (without even being asked.)Worse still when I explained how costly that would have been for me if I hadn’t remembered where I’d got the service done, the employee at Williams just admitted that sometimes when we are busy the service team forget to upload it! ‘We are only human sir’ was her considered reply. WTF!!!Two points of note:• Bethany and Guy Salmon 1, Williams 0.• The move away from physical service books is an abomination and if a reputable dealer like Land Rover can’t get it right what hope do we have anywhere else.Have a great weekend
– Mr Hilton
Liam Hayward (left), Customer Experience Manager, congratulating Karen Renstead and Alice Bagnall.
Award Nominee, March 2019
Our March Award goes to both Karen and Alice who have shown exceptional service to the business this month.
Alice has a tremendous worth ethic in parts and has received a glowing report from her JLR representative on her apprentice scheme. Karen has done an amazing job on getting our Health and Safety audit organised and the business receiving a glowing report.
Well done to you both
Kayleigh Harrop (left), Land Rover and Jaguar Service Manager, congratulating Jay O’Brien.
Jaguar Land Rover South West London
Award Nominee, March 2019
Our March Making it Special award goes to Jay O’Brien, who looked after a customer who had purchased a car from another Retailer Group and were presented with a host of problems within 7 days of purchase. Jay took control of the situation and made the customer feel nothing was too much trouble. Jay kept her constantly updated throughout.
Jay took complete control and immediately made me feel better about my worries but also made me feel a valued Land Rover customer. Jay is extremely professional, but with a personal approach. I am so grateful to Jay for making what could have been a stressful time, far easier
Well done Jay.
