Sytner JLRS Division
David Lindly (right), Head of Aftersales, congratulating Ryan Barnes.
Award Nominee, May 2019
Our May Making it Special award goes to Ryan Barnes. As part of his Level 4 status Ryan regularly speaks with customers with repeat or ongoing concerns. Several of these have the potential to be Red flag s/ buy back escalations. Ryan’s positive and systematic approach to resolving these concerns has assisted in overcoming further concerns. Customer interaction and advice is an area which Ryan can be seen to enjoy and this is growing from strength to strength.
A positive work ethic has Ryan willing to stay late to ensure problematic concerns are dealt with in a timely manner. Team interaction has seen great advancements and a One Team culture is now evident, with Ryan being part of this improving culture. Well done Ryan
Ian Bennett (left), Graham Drew, congratulating Graham Drew.
Award Nominee, May 2019
Graham has been nominated for his individual performance and overall incredible 100% customer experience and satisfaction. Graham goes out of his way to make sure he delivers an individual and personal experience to every customer, he is also able to demonstrate his ability to be flexible and adaptable to differing customers. Graham receives 5* Google and TrustPilot reviews from his customers. He is also a very popular and energetic member of the team who has been excellent in keeping us all motivated throughout a challenging period.
Andy Penn (right), Service Manager, congratulating Chris Stuart.
Award Nominee, May 2019
Chris has recently changed role to Quality Controller and has identified many of the customers he is involved with are having difficulties understanding some of the latest technologies and vehicles. Taking this on board he has brushed up on the latest technology of the vehicles and is able to offer clear instruction and advise to our customers.
Many customer have now benefitted from this level of assistance and without doubt we have kept customers loyal to the brand. We hear nothing but great comments and thanks from both internal and external customers. Well done Chris.
Martin Smart (left), Parts Supervisor, congratulating Fraser Allan.
Award Nominee, May 2019
Our nomination for May is Fraser Allan, Parts Apprentice. Fraser was originally employed as a Parts Apprentice for Jaguar, however for the last few months he has been supporting the team at Land Rover and has already made a huge impact on efficient and speedy picking of parts supplied to technicians. He has been excellent at supporting new parts processes and is always willing to step in and work late without any notice to support the needs of other colleagues and does so with a smile on his face.
His can-do attitude, positivity and energy is infectious to the team and supports our Team ethos. Well done Fraser, great work!
Paul Williams (right), Managing Director, congratulating Thomas Cesi.
Award Nominee, May 2019
Excelling in Customer Service
Only managed to score 5/5 as 6/5 wasn’t an option. Having had a Range Rover Evoque for four trouble free years (purchased from Guy Salmon) my wife wanted a different car. After speaking with Stuart Maun and his “Out of the box thinking” he quickly located what we were looking for and passed things over to Tom Cesi. I tip my cap as he is an absolute gentleman, with mountains of knowledge & since the new car was not a Land Rover one could reasonably expect the handover to be basic. This was not the case, Tom had spent a considerable amount of time researching into the car so he could confidently and professionally convey everything we needed. You could say that is his job? But Tom stayed way passed close of business to ensure we had no further questions or concerns. Guy Salmon you have a young guy who is testament to what your business stands for. It’s once again a pleasure. Kind regards Andrea & Andy
Mike Tyson (right), Head of Business, congratulating Michael Faulkner.
Award Nominee, May 2019
A customer arrived at the dealership at 4pm brought in by Land Rover Assistance with a flat tyre. The vehicle is leased and ordinarily Lease Companies replace tyres on their vehicles themselves but given that the customer was out of area and the business day was drawing to a close, Michael negotiated with the Lease Company to allow us to fit a tyre and get our customers back on the road.
Whilst at the dealership the customer mentioned that her elderly passenger was diabetic and had not eaten all day due to the issues with her vehicle, so Michael arranged for them to be taken to a local supermarket so they could have something to eat.
Well Done Michael, it would have been so easy to say that we could not help on this occasion but you went the extra mile!
Paula Smith (right), Senior Host, congratulating Natalie Walker.
Jaguar Land Rover Ascot Service Centre
Award Nominee, May 2019
Natalie always comes in early and stays late if needed. She not only does her own job but is always willing to help all her colleagues in other Departments without complaining. She never says ‘it’s not my job’.
Natalie has done lots of extra hours at short notice to help when needed. She has a can do attitude…and never complains or demands recognition.
An all-round good team player!
Liam Hayward (left), Customer Experience Manager, congratulating Shauna Stanley.
Award Nominee, May 2019
Shauna has had a great start to her career with Sytner and Guy Salmon Coventry, in the demanding role of service advisor. Her CSI scores have grown each month she has been here, to a level that is ahead of all her colleagues in May. Her deep dive growth has also been fabulous and she has helped the team turn from red to green in the criteria that we set. Her contribution has been great and customer feedback has been improving throughout the ¼. She is part of the team that has moved Google reviews from 4 to 4.2 in Q2.
Well done Shauna.
Alan Eldridge (left), Head of business, congratulating Sophie Saunders.
Award Nominee, May 2019
After receiving the nominations for the May Making it Special Award, we are pleased to announce that the award goes to Sophie who has been covering the absence of other members of the team, within our Used car operation. She has kept up to speed in all the roles during a busy time for the dealership, including Photographs, trade collections, vehicle movement & valeting to name just a few.
It was interesting to see the level of nominations received for Sophie. Normally this award would be for doing something special in regard to looking after a customer, but on this occasion, Sophie has gone “Above and Beyond” in helping her colleagues and team alike.
I’m sure you will join me in Congratulating her. Well done Sophie.
Zion Sowden (right), Used Car Sales Manager, congratulating Jed Langley-Stevens.
Award Nominee, May 2019
Our May Making it special award goes to Jed Langley-Stevens one of our Technicians who recently went out of his way to help his colleagues in the sales team. They were called by a customer who had a concern with their vehicle on a Saturday and unfortunately they could not drive the car into the dealership, Jed offered to go out to the customer and helped resolve the issue. This was a great act of helping out his colleagues and made a loyal customer very happy with minimum inconvenience to them.
Well done Jed.
Kevin Harris (left), Sales Manager, congratulating Liam Golding.
Award Nominee, May 2019
Our May Making it Special award goes to Liam Golding, who during the last week of the month was our only Technician on site to help deliver our forecast. With the rest of the team not in during this period and awaiting a new starter, Liam was up for the challenge of making sure all the vehicles had their vehicle safety check, the 135 multi-point inspection and any services carried out accordingly. He also made sure any tyres and parts needed were ordered.
All the vehicles were ready for the delivery dates promised to our customers. Well done Liam.
Jerry Howell (left), General Aftersales Manager, congratulating Lauren Eacott.
Jaguar Land Rover South West London
Award Nominee, May 2019
Our May Making it Special award goes to Lauren. We recently received an email from a customer who wanted us to know that she has an ‘absolute focus on customer service.’ The customers were frustrated about the situation they found themselves in with their car that they had brought in as a breakdown and Lauren who happened to be walking by, grabbed hold of the situation. The customer commented that she took complete control of a very emotional situation and lived up to the all of her promises. They felt she had an excellent can-do attitude and shone amongst her peers in the service industry and will be the reason they will return to Guy Salmon.
Lauren is extremely customer focused and this month alone has received two bouquets of flowers from different customers and also a thankful customer went on social media to praise her. Thank you Lauren and well done
