Sytner JLRS Division
Gary Tipler
Award Nominee, September 2019
Gary Tipler has been nominated by his customers with 5 Google reviews for the month of September. Gary is Select Leicester’s leading salesman year to date and always has customers sending 5 star Google or Trust Pilot reviews.
A great example of how a car buying experience should be. Both Gary and Kam went out of their way in all respects, Gary even came in on his day off to handover the car! The deal was sharp, they were efficient and above all they did everything they said they would do which sadly is a rarity. Highly recommend!
A big thank you to Gary, at Sytner, for making the process of buying our daughter her first car so easy and enjoyable (she absolutely loves it!). From our first contact on the phone to visiting the showroom, Gary was extremely personable and engaging. He was very helpful and even when the car needed a small part a few days after we got it home, Gary sorted it quickly and effortlessly. We would certainly use, and recommend, Gary and Sytners in the future. Thanks again!
Matthew Welch (left), General Sales Manager, congratulating Kam Singh.
Award Nominee, September 2019
Kam had recently gone out of his way to ensure a customer complaint was fully resolved to the customers satisfaction. The customer had a brand new SVR, which unfortunately had a paint defect. Kam met the customer to discuss his concerns and understand their needs. Following the repair he arranged to meet the customer again out of hours, so that he could show the customer the work he had done and also to explain the repair process. This no doubt avoided an escalated complaint. Well done Kam
Lee Mayne (left), Aftersales Manager, congratulating Joe Lewis.
Award Nominee, September 2019
Joe Lewis, is this months making it special winner, going the extra mile to give our customers a great experience, here is a few examples.
I want to congratulate the actions of one of your technicians at the Northampton branch. His name is Joe. I have had the car for two years and since purchase there was a buzzing from the speakers on certain frequencies. Last year, during the service the technicians located a faulty speaker and replaced it. During the service this year, Joe called me so that I could describe exactly what was happening and when. ………………….. I believe that this is entirely due to Joe going the extra mile and taking the time to fully understand the issue.
Hi Guy Salmon Northampton team had my jaguar I pace in with a few problems last week which is now all fixed just wanted to mention the fantastic 5* service we had from Coral at the service desk and Joe the technician very very helpful and friendly as always.
Well done Joe.
Brian Bannister (right), Aftersales Manager, congratulating Daniel Norie.
Award Nominee, September 2019
During September the Service department came under pressure from a front of house perspective due to training and scheduled days off. Dan stepped up and gave up his day off to relieve the pressure on his colleagues and allow us to maintain our normal service levels without inconveniencing any of our customers.
Thank you for your commitment Dan.
Nick Moore (left), General Sales Manager, congratulating Manjur Rashid.
Award Nominee, September 2019
Manjur has been awarded the September award for assisting with a car that had been sold by Land Rover Maidstone and was being collected by the customer at Knutsford. A contact Sales Executive was not arranged for the customer handover, however, Manjur took it upon himself to make sure the customer was delighted with his new vehicle and went through all the controls, completed all the paper work and arranged for the vehicle to be taxed.
I bought a car from Guy Salmon Maidstone, it was delivered to the dealership in Knutsford as I had to do some paperwork. The delivery driver was great, but there was literally nothing put in place by Maidstone to complete the process of taxing the new car etc. Knutsford came to the rescue big time. Manj Rashid was amazing, .
This is a great example of going the extra mile and truly putting the customer first.
Ian Bennett (right), Head of Business, congratulating Graham Drew.
Award Nominee, September 2019
Graham Drew wins the Making it Special award for September for dropping everything and massively exceeding his customer’s expectations. His customers were very excited about driving from Peterborough to collect their new car, having purchased a brand new Evoque when visiting relatives in the Portsmouth area. They were however left disappointed when, at the last minute, they were unable to make the journey. Graham knew how much it meant to them so he drove to them, arriving early evening and making sure they had an unforgettable handover.
On top of this single act Graham demonstrates our culture of Delighting Customers every single day, always going out of his way to make sure everyone he comes into contact with is made to feel special when visiting us.
Dan Fellows (left), Preperation Manager, congratulating Klejdi Gjilani.
Award Nominee, September 2019
Klejdi has gone above and beyond in August and September, working with the Preparation Manager and other departments to prepare and deliver a flawless result, delivering over 290 cars.
He also stepped in to help cover photography, keeping us at a reasonable percentage. He worked Saturdays, Sundays starting at 6 in the morning and working till 8 throughout the week and weekends.
Well done Klejdi
Paul Williams (right), Managing Director, congratulating Michelle Ryman.
Award Nominee, September 2019
Michelle Ryman our Head Receptionist often goes out of her way to help both customers and staff alike, on this occasion she really did go the extra mile. Michelle very kindly donated her Land Rover Experience Day to Mr Tim Bilton a customer who sadly has terminal cancer. Tim absolutely loves the Land Rover brand and has always wanted the experience of driving the vehicles in the environment they were built for having never had the chance to see just what they are capable of. Tim was blown away with Michelle’s kindness and cannot wait to experience a day to remember.
Simon Crane (right), Head of Business, congratulating Luke Sutton.
Award Nominee, September 2019
Our Making it Special award goes to Luke Sutton, we have received exceptional customer feedback for Luke over the past few months, a few examples below. Luke always goes above and beyond for his customers.
I would like to say that the level of service I received from Luke Sutton can only be described as truly exceptional. I have, in the past, had dealings with another Jaguar dealership (initially average but quickly went downhill) I then tried another Jaguar dealership (from start to finish a dreadful experience). Dealing with Guy Salmon was something in a totally different league. From start to finish, Luke was impressively helpful. Nothing was too much trouble for him and he patiently tolerated, and answered, my (often naïve) questions. He kept me well informed throughout the whole process and made me feel as if I really was important. Yes I know, all customers are important but his attitude felt somehow very different. He is a real credit to your organization.Luke Sutton excellent and helpful as ever . Always proactive and decent to deal with .
Kayleigh Harrop (left), Service Manager, congratulating Jay O’Brien.
Jaguar Land Rover South West London
Award Nominee, September 2019
Congratulations to our September Making it special winner Jay O’Brien, who is a member of our Service Team. She was nominated numerous times for two separate examples of going the extra mile. Early one Saturday morning Jay took a family to Gatwick to save them having to borrow a loan car to then leave it at the airport. She did this in her own time as she was concerned the family may have to take a taxi and with young children this would have been a chore. She made sure their car was ready when they came back from holiday.
The other scenario was an out of date MOT that Jay became aware of, she contacted the customer for them to bring their car in quickly, ensured the MOT was arranged and then delivered car back so the customer who was not inconvenienced any further. Thank you Jay—great examples of delighting our customers
Darrell Jones (right), Head of Business, congratulating Kathryn Warden.
Award Nominee, September 2019
Kath has been nominated for her professional attitude and commitment to the team and the dealership. She always lets the Sales Manager know if she will be available at the weekend to do any invoicing for any deal and deliveries. The administration process that Kath has put in place is the same for every deal and is well known to all the sales team, they all know what is expected from them before handing in the deal file to be processed. It is due to this process we knew that we would be in a good position to be first in the division to volunteer for the transition from deal files to Digifile.
Well done Kath
