Sytner JLRS Division
Gary Slater (left), General Sales Manager, congratulating Clair Doherty.
Award Nominee, August 2019
Clair has been helping the team to generate additional enquiries and sales through our social media channels. She has put together some great photos and videos for our stock cars and works with the central marketing team to create great content, showcasing the cars on offer. Her initiative to do this has been brilliant and so early in her career as a sales executive shows what a asset she will be.
Paul Curtis (left), After Sales Manager, congratulating Martin Cassie.
Award Nominee, August 2019
Martin collected a customer vehicle from her home address to bring the vehicle in for service and left a chase vehicle at the customer house. Later on when the vehicle was ready the service advisor spoke to the customer and the customer indicated that she would like the vehicle delivered to her hair dressing salon that was 2 miles away from the chase car. We explained that the chase vehicle was at the house and that the vehicle needed to be delivered there and the customer agreed. However, Martin knowing that the customer was heavily pregnant took it upon himself to deliver the vehicle to the customers Salon and walked 2 miles back to the chase car.
Jeannette Thomson (right), Dealership Accountant, congratulating Anne Hancock.
Award Nominee, August 2019
Our Making it Special nomination goes to Anne, who implemented a process change with regards to customer service bookings. Anne took on this task, willingly, with the clear understanding that improvements needed to be made. Anne has helped the current service team to understand the new process and in turn this has seen big improvements in customer satisfaction with regards to the booking process. The most important changes have been in communication which has been verified by recent customer comments.
Philip Watson (right), Service Manager, congratulating Robert Allard.
Award Nominee, August 2019
This months award goes to one of our Supporting colleagues, Robert Allard, who has been nominated due to his willingness to do anything over and above his actual job role. Robert always makes himself available, to help others and customers always comment on how efficient he is.
Well done Rob !!
Garry Winckley (left), Aftersales Manager, congratulating Chelsea Pennington.
Jaguar Land Rover Ascot Service Centre
Award Nominee, August 2019
We work hard on our customer satisfaction scores, making great progress over the last few months with our desire to be upper quartile by the end of the year, on both brands.
As a Senior Service Advisor, Chelsea deals with some of the more challenging customers. Each month we break out the JLR NPS scores by Advisor, helping identify any opportunities to improve and also celebrate best practice. In August our overall score was just outside the upper quartile and ranked 3rd in our region. However Chelsea’s returns were exceptional, she scored all 13 returns as attractors, zero passives and zero detractors. This returned a remarkable 100% customer NPS score.
Chelsea’s customers always remark on her warm welcome, fantastic communication and service levels.
Liam Hayward (left), Customer Experiecne Manager, congratulating Karen Renstead.
Award Nominee, August 2019
Our August award goes to Karen, who did a fantastic job with our DSATS audit and helped us achieve a 88% pass mark. This was down to her solely driving the departments to make sure we were compliant and by Karen staying late and coming in early on he own initiative, to make sure this happened.
Well done Karen
Michelle Howe (left), Aftersales Manager, congratulating Luke Oakley and Dani Buckley.
Award Nominee, August 2019
This month we have joint winners Luke and Dani, who Made it Special for one of our customers, who had their Range Rover Sport recovered into us earlier in the week. His car was delivered back to him on Friday, ready for his summer caravan holiday. Unfortunately, during Saturday and on his way on holiday the customer called to advise his vehicle had broken down again. As there were no drivers available on the Saturday, Dani arranged a replacement vehicle and travelled to where the customer’s were in Lincolnshire’. Luke went along with Dani to see if he could fix the issue and whilst he could not, the customer was really pleased with their efforts and with their help, managed to avoid a further delay to their holiday.
Well done Dani and Luke, great teamwork!
NB: Dani’s not pictured as was with customer.
James Hird (right), Service Manager, congratulating Conrad Humphrey.
Award Nominee, August 2019
Conrad consistently receives excellent feedback from our service customers as they really appreciate his personal attention and extensive product knowledge when they have an issue with their vehicle. Below is just one example of where Conrad has gone ‘Above and Beyond’
I bring to your attention the excellent service I received from Conrad (Senior Technician). On Wednesday 21/08/2019 I brought my Land Rover Defender into your premises. The vehicle had developed a leak from oil feed pipes, into the radiator/oil cooler. I expected a long wait as this was not pre-planned maintenance. Conrad took the vehicle into the workshop straight away quickly diagnosed two oil feed unions, which had not been tightened, following recent work by an independent garage. He tightened them to the correct setting and the vehicle was back in my possession within about 20 minutes. Had this not been fixed promptly, and facing a long journey that day, it could have had disastrous consequences as on of the unions was held on by
Craig Bisson (left), Sales Manager, congratulating Holly Caswell.
Award Nominee, August 2019
Our Making it special award goes to Holly, who looked after a customer recently whilst his car was in for servicing. He was at the dealership for quite a few hours and explained how welcomed he was by Holly and how she not only kept him fed and watered, but how she continuously checked on him whilst Matt who was his service advisor was busy. Holly kept him occupied by talking to him about the Velar, she was very knowledgeable about the brand and product so much so he decided to look into buying a new Velar. He was really impressed that as a receptionist she not only knew a lot about the vehicles features and benefits but she spoke about it with so much passion he wanted to test drive one. As a result of Holly’s actions the customer then revisited the dealership for our sales event weekend.
Nick Moore (left), General Sales Manager, congratulating Sam Smith.
Award Nominee, August 2019
I would like to nominate Sam Smith for August Making it Special award. We took a call from Land Rover Assist last Saturday, advising that a customer had broken down and was due to go to Italy the next day on holiday for a month. Sam took total control of the situation and arranged for a loan car, arranged the loan car forms and stayed until 6.30pm to help transfer all the contents from one car to another. He then assisted in swapping the detachable tow bar and getting the customer on his way.
Sam has gone completely above and beyond here and has really lived up to the customer first principals. Top Man Sambo and thank your amazing support.
Paul Williams, Head of Business (R), and Richard Medd, Sales Manager (L), congratulating Paul Jones.
Award Nominee, August 2019
Our Making it Special award goes to Paul Jones for coming to the rescue of a ‘damsel in distress’! A lady from Pro-Driver came to collect a vehicle from the dealership and whilst handing over the vehicle unbeknown to her she dropped her wallet containing all her bank cards and also her fuel card. The wallet was later found by Paul Jones and he immediately attempted to make contact with the driver. However, in the interim period the lady had travelled some considerable distance down the A1 and had pulled into a service station to re-fuel only to be held to ransom at the service station because she couldn’t pay for her fuel, the lady was quite understandably very upset and in floods of tears. Paul to the rescue!! He jumped in his car and made the long journey to reunite the lady with her wallet who was extremely grateful for his gallantry. This selfless act was at Paul’s own expense and time as he didn’t return home until late that evening.
Ian Bennett (right), Head of Business, congratulating Rob Gicquel.
Award Nominee, August 2019
Rob has been nominated for this months Making it Special. He recently looked after a family who had problems with both vehicles, whilst dealing with their new baby who needed urgent medical attention. Rob arranged for both vehicles to be collected and repaired around a busy hospital schedule and when the vehicle was handed back took a teddy bear for their son. He also arranged for the parents to celebrate their anniversary by covering the cost for them. Rob always tries to go above and beyond for his customers and this really made it special for them.
Jerry Howell (right), Aftersales General Manager, congratulating Deon Pienaar.
Jaguar Land Rover South West London
Award Nominee, August 2019
Our Making it special recipient this month is Deon Pienaar. Deon recently looked after one of our Service customers. He went out of his way to support her through her visit, making sure she was kept updated and understood the work that was completed and why. The customer had purchased the car from another Group and JLR Customer Experience team suggested she brought the car into us.
Deon sets a high benchmark and perhaps this should be shared with dealer networks. It should be what service teams aim for. I would happily drive a long way to have the service we have had from Guy Salmon
Fantastic comments and hopefully a customer for life now. Thank you Deon
