Sytner JLRS Division
Sophie (left), Business manager, congratulating Sophie and Frankie.
Award Nominee, November 2019
Our November nomination goes to Sophie and Frankie for their outstanding 5 Star Google Review and Top Results on CEM Questionnaire:
Thanks to Frankie (Sales) and Sophie (Finance) for making my recent purchase of a Volvo XC60 such a pleasurable and stress free experience.First time in my 50 year driving experience that I have agreed a deal over the phone without first seeing the car I was purchasing.
I need not have worried. Everything was as described and the two ladies made the whole process easy. I wouldn’t hesitate to buy another Volvo from this garage in the future…
Ian Bennett (left), Head of Business, congratulating Roger Mariamootoo.
Award Nominee, November 2019
Our November nomination goes to Roger Mariamootoo for going out of his way for his patience and outstanding customer care.
Roger came into work on Saturday to catch up on some paperwork. However, there was an issue with a handover, he took it upon himself to see if he could help the situation. The technical fix required a lengthy software download.
Roger ended up staying all day, whilst waiting for the downloads to complete, he decided to also help the Service department by seeing other customers to ease their waiting times.
Laura Boyle (left), Contact Centre Manager, congratulating Michael Lofthouse.
Award Nominee, November 2019
Michael is always determined to deliver the best experience for customers on his calls and for this reason he has been nominated for our November Making it Special.
Here are some key examples of when Michael has gone the extra mile:
A Coventry customer asked Michael for advice on what to get his wife for Christmas. The customer joked and said he would love to get her a used Freelander. Michael then purchased a model Freelander and sent it out in the post.
Michael also spoke to a customer from Stratford who wanted to book her vehicle in. She talked about how she was moving to Dubai. Michael sent her a good luck card to wish her all the best.
Michael is an inspiration to us all. He has shown thoughtfulness on more than one occasion despite there being a very small window of time to make a difference…
Oliver Mann (left), Head of Business, congratulating Sam Ireland.
Award Winner, November 2019
Our November Making it Special nomination is our Apprentice Technican, Sam Ireland.
Whilst out on a road test Sam noticed a vehicle and smoke in a ditch on the A45. He took it upon himself to pull up behind and check if everyone was alright.
He found two elderly people still in the vehicle in complete shock. Sam managed to safely get them out of the vehicle and waited for an Ambulance and police to arrive. The car could have gone into flames and the elderly couple may not have been able to get out.
A brilliant example of going above and beyond and hero initiative…
Garry Winckley (left), Aftersales Manager, congratulating Ben Brown.
Jaguar Land Rover Ascot Service Centre
Award Nominee, November 2019
Ben has been nominated for our November Making it Special and rightly so…
Despite the changes to the structure, Ben and the Bracknell team have taken on increased responsibility. Ben leads the team and provides support and guidance to all, also stepping in and repairing cars himself when required, taking on a positive approach to all requests.
November’s performance was outstanding with Bracknell providing over 57% of the total aftersales income.
Ben has continued to do an exceptional job for all Ascot departments. His commitment and enthusiasm has been amazing, the reward of employee of the month is well deserved….
Alan Davis (left), Head of Business, congratulating Sacha Dolby.
Jaguar Land Rover Ascot Service Centre
Award Nominee, November 2019
Our November nomination is Sacha, who manages our customer who are experiencing repeat concerns on their vehicles.
There are multiple reasons Sacha has been chosen: Her individual NPS are outstanding and above national average. She is always positive and willing to take on extra duties and challenges from her colleagues. She helped and supported the organisation of the aftersales October night out, a fantastic success, even when the date picked was a dates she was on vacation.
She is always the first to raise the moral and spirit of those around her when things have been challenging…
A great member of team Ascot and appreciated by all her colleges throughout the business.
Paul Williams (right), Managing Director, congratulating Ryan Clay.
Award Nominee, November 2019
There isn’t a month that goes by that Ryan is not nominated for helping out a colleague and customers alike. These are just a couple of statements made from his colleagues this month:
(1) For me it’s the little things that make it special, not just one act. This man works hard day in day out. (2) Feeling down? He will have a brew on the table for you. Too busy to tag some keys? “I will do it for you”. (3) The back bone of used cars (4) He’s like the glue that holds us all together’
A very well deserved Making It Special, well done Ryan your help and kindness year in year out is very much appreciated throughout the dealership and makes the place a happier place to be
Andy Penn (right), Service Manager, congratulating Chris Milne.
Award Nominee, November 2019
Our November award goes to Chris who looked after a customer recently when they had concerns with the software on their vehicle. This was further compounded, when upon delivering the vehicle back, a member of the team accidentally reversed the parts van into the rear door of the customer’s car.
After a difficult conversation with the customer, Chris had the door replaced and then came into work on Sunday afternoon to deliver the XF back to the customer. The Customer was delighted, well done Chris
Mike Tyson (right), Head of Business, congratulating Chris Turner.
Award Nominee, November 2019
Our November Making it Special award goes to Chris Turner, who on a busy day realised there was a backlog of customers waiting to drop their cars off with service. He took it upon himself to come out to the front desk attend to one customer and then carry out road tests with a further 2 customers. After this he then made sure cars that had been dropped off were taken around to the workshop to ensure there were enough parking spaces for further customers.
Well Done Chris and thank you for taking the initiative to go above and beyond!
Kayleigh Harrop (left), Service Manager, congratulating Poppy Mackintosh.
Jaguar Land Rover South West London
Award Nominee, November 2019
A huge thank you to Poppy Mackintosh, our Service Advisor who has delivered such an excellent experience for our customers that they wrote in to thank her for all her efforts.
A sincere thank you for being so conscientious and incredibly helpful last week when it came to fixing my car. Whilst I was expecting to get a taxi home that evening when we discovered the extra issues with my car, your super thoughtful offer to drop me home was going above and beyond
Really great job and to excel like you have working in conditions under so much pressure is hugely pleasing to see. ‘
Thank you Poppy …..
Darrell Jones (right), Head of Business, congratulating Mandeep Rakhrap.
Award Nominee, November 2019
Our November Making it Special award goes to Mandeep, who was nominated for his hard work and effort in selling and delivering 11 vehicles in the month and giving him the number one spot. After a 1-2-1 review the previous month, Mandeep understood he needed to up his performance and we agreed a target and how he was going to achieve it. Looking at his statistics for the month Mandeep closing ratio on all enquires was 33%, his citnow video penetration was 70%, test drive penetration70% and his average chassis PPU £1756.
Definitely a smooth experience finding and purchasing my car here, staff were very friendly and not pushy. Thanks again to Mandeep, very helpful
A great result Mandeep keep up the hard work.
Colin Hopkins (left), Sales Manager, congratulating Sophie Lusk and Leanne Richards.
Award Nominee, November 2019
Sophie & Leanne run the administration department full time and after a really busy September things did not slow down. We have had a great New & Used October and November and in the middle of all of this, they both found the time to organise our children in need day. Sophie & Leanne asked if any colleagues had any spare time to bake cakes or bring in something we could display and ask our customers & colleagues to purchase. We had a fantastic day and our customers clearly loved the display.
Well done.
Robb Pickard (left), Head of customer Serivce, congratulating Jodie Mills.
Award Nominee, November 2019
Our Making it Special award for November goes to Jodie Mills, who in light of an error made with a customer’s paperwork, agreed to take a call from the customer. Jodie was able to sort all the paperwork and drove to the customer’s house to deliver them during her own time.
Jodie’s customer first approach made the customer extremely happy. Well done Jodie
