Sytner JLRS Division
Jessica Sawbridge (left), Customer Relations Manager, congratulating Ellie Banister.
Award Nominee, April 2019
Our nomination for April is Ellie Banister who has worked independently through a lot of days recently and has continued delivering excellent levels of service throughout. Feedback was received from a customer who was clearly delighted
I just wanted to feedback to you what I lovely customer experience I had yesterday while my car was being serviced. (I always intend to give feedback when customer service is good but rarely get round to it!). The welcome on arrival was exactly as it should be, coffee served immediately and the Service Department informed of arrival. Taxis to town and back efficiently arranged by the smiling Ellie and a welcome coffee and selection of magazines presented by her on my return. Altogether a very pleasant morning, making the task of having the car serviced so much less tedious.
This is fantastic feedback Ellie, keep you the great work.
Mike Tyson (left), Head of Business, congratulating Josh Walker.
Award Nominee, April 2019
Our Making it Special award for April is Josh who consistently delivers an exceptional level of customer service and is extremely knowledgeable regarding the Land Rover product. Josh receives positive feedback on a regular basis, a small clip from one of many examples is shown below.
We would just like to bring to your attention, the outstanding service we have received from Josh Walker. from entering the showroom to have a general look around, to leaving it last Friday with our new Velar we have received impeccable support from Josh. Nothing was too much trouble for him; he is very knowledgeable about his products, he listened carefully to what we were asking for and gave great advice & guidance when we needed it. We felt really well taken care of and will most definitely return to Josh and Guy Salmon when we are planning to buy our next car.
Well done Josh
Robin Chapman (left), Land Rover Used Car Sales Manager, congratulating Lewis Rockall.
Jaguar Land Rover Ascot Service Centre
Award Nominee, April 2019
Our April award goes to Lewis, who during a very busy period for part exchanges and retail vehicles, has worked incredibly hard to reduce the amount of trade stock. He has also made sure that the photographs for used cars, demonstrators and pre-registered vehicles have all been up to date.
Well deserved Lewis.
Kevin Harris (left), Sales Manager, congratulating Micheal Greasley.
Award Nominee, April 2019
Our April Making it Special is Michael who has been nominated for his commitment and attitude to get the job done. We were a technician down and the preparation times started to creep up, so we asked if any of the technicians would do any additional hours in the month to catch up with the back log.
Michael was one of the first to volunteer and worked an extra hour after work every day and every Saturday for a month.
Nick Moore (Left), General Sales Manager, congratulating John Bell.
Award Nominee, April 2019
Our Making it Special nomination for April is John, who came to our notice during the end of the refurbishment, he was working as a temporary cleaner at the time. We were so impressed with his hard work and ethos that we employed him the next day. His attention to detail and pride that he shows in making the site looking amazing is second to none. He tackles jobs without hesitation and proactively sees things that need to be done rather than waiting to be asked. The dealership has never looked so great, creating the best possible first impression to all our customers, which is so important to us.
Well done John a very worthy winner OR as we would like to say “The Best Handyman in the World”
Paul Williams, Managing Director, (Second Left), and Darren Osborne, Aftersales Manager (Third Left), congratulating Paul Howden and Rob Hallam.
Award Nominee, April 2019
A great customer commendation for two fantastic members of the Aftersales Team sees both Paul and Rob win the April Award for Making it Special
Shortened letter…
My Discovery Sport had the red warning triangle appear during a journey to work on the outside lane of the M1 motorway and straight into limp mode. Land Rover assist attended and diagnosed as the actuator on the Turbo. The turbo was completely replaced. Two days later the exact same incident happened and again Land Rover assist diagnosed same fault, so off back to your Garage. I have got my car back and the reason for my email, From the very start I was treated with the utmost respect, sympathy, support and kept up to date with everything that was happening, I had calls and chats with both Rob Hallam and Paul Howden on a very regular basis, I was given a full description and shown the paperwork describing what jobs and tests had been carried out, Nothing was off limits. Even when I was told my car was ready to pick up and I explained that I worked in Leeds, Paul waited at the Garage after his finish time. I am sending this email as a huge thank you for these two staff and really hope that this gets passed on to them as they truly deserve it. Sure its not great when your car is broken, however they are very complicated vehicle that I expect will sometimes have little faults. I now have my car back and since the fault has been rectified the car is back to being a joy to drive once again. I could have simply left it at that but I didn’t and have sent this as a big thank you to these two for making the experience more manageable. If you check your records you will see that my Wife Suzan and myself have now had vehicles from you for over 12 years and will continue to do so knowing we have peace of mind if something should go wrong. Thanks for getting it right.
Dave Poole (right), Parts Manager, congratulating Jack Gallagher.
Award Winner, April 2019
Jack Gallagher having recently completed his Parts apprenticeship, returned to his old secondary school off of his own initiative to work with the Year 10 students. Jack told them about his experiences as an apprentice and how it readied him for his role in the business and that he has now been employed as a Parts Advisor. Jack wanted to inspire others about his journey and also spent some time working on interview techniques and on how to build confidence with interviews.
Well done Jack.
Ian Bennett (right), Head of Business, congratulating Josie Tymms.
Award Nominee, April 2019
Josie Tymms has been nominated for this month’s Making it Special. She has quietly gone out of her way to cheer colleagues and customers up with her little gestures.
She has certainly placed the personal touch to make people smile. Recently a customer had shared how he was having a few personal problems, she popped out in her lunch break and collected some chocolates and placed them on his passenger seat ready for him to pick up his car.
There have been a few team members who have come forward to share how Josie has supported them and why she really deserves this month’s Making it Special.
Gary Weston (left), Corporate Sales Manager, congratulating Richard Russell.
Award Nominee, April 2019
Handover of customers new V60
On the 16th April, I collected my new lease V60 from Tollbar. The handover was conducted by Richard Russell. I cannot speak highly enough about the customer service levels that this guy gave. He spent nearly two hours with me doing the handover (including the receipt of my old car). During this time, nothing was too much bother for him to explain or demonstrate. When I apologised for holding him up, he told me that he was with me and therefore the only customer that mattered at that moment. He was incredibly polite, courteous and professional at all times as well as being personable and chatty. I cannot thank Richard enough and based on the service I received from both him and Juspal previously, I would recommend this dealership to anyone, and indeed, my wife and I will be coming to look at XC40s in the near future. Please ensure Richard is thanked (and rewarded) accordingly on my behalf. Iain Mather (now loyal V60 owner)
Graham Walker (right), General Sales Manager, congratulating Jim Panayides.
Jaguar Land Rover South West London
Award Nominee, April 2019
Jimmy has been recognised by numerous customers over the years. The most beautiful Google review came in recently from one of our longstanding customers.
Since 1982 I have bought every car I have owned from Guy Salmon Thames Ditton. I have bought countless Jaguars and Range Rovers and have always experienced exceptional support from both sales and service. Today I unexpectedly bumped into Jimmy Panayides in the service centre (he works in sales) and we were equally pleased to see one another. Jimmy beats the exceptional classification as not only is he good humoured, efficient etc. (ticking all the boxes on the survey) but he is honest and sincere. Buying a car from Jimmy is more like buying a car with a good friend that has your best interests at heart
This is an excellent example of how we would like all our customers to feel – part of our Guy Salmon family. Well done Jim
Andy Penn (left), Aftersales Manager, congratulating Matthew Leek.
Award Nominee, April 2019
Our April Making it Special Award goes to Matthew Leek who has been praised by several customers for his attention to detail and excellent customer service. He often goes out of his way to help them, even when they are most frustrated with their vehicle. In addition there have been several customer reviews recently including Google who have highlighted his level of customer service.
I currently have issues with the Jag XF Sportbrake but the way it has been handled by Guy Salmon Jaguar has been a much better experience. I have been dealing with Matt from Service (sorry I don’t know his surname) but his brother also works there… Matt has been great. Really helpful, apologetic but the main thing is he has handled it so well
Great feedback Matt and well done on this well deserved recognition.
