Sytner JLRS Division
James Grice (right), Service manager, congratulating Jay O’toole.
Award Nominee, December 2019
Our December nomination is Jay who went the extra mile to support the department and his colleagues in turning around crucial work to get cars back on the road in the time frames needed.
This included early starts and Saturday overtime, where some mornings he organised cars onto ramps for internal work ready for technician start times to aid productivity. Jay also stayed late to diagnose and fix a fault on a sold car which was due to be driven to Scotland for delivery the next day, completing repairs to a high standard and testing to ensure all okay.
The sales team where extremely happy that Jay had managed to save a potential lost sale by completing the repairs so that planned delivery could still take place.
Mike Tyson (middle), Head of Business, congratulating James Hird and Martin Law.
Award Nominee, December 2019
Our December Making it Special nomination goes to both James and Martin for making the extra effort and going out of their way for a customer.
On New Years Eve, 30 minutes before we due to close, our Service Team received two breakdowns. One customer needed to get home to Derbyshire but the last train was due to leave at 5:15pm.
With no time to call for a taxi Martin & James stepped in and arranged for the customer to be taken to the train station. Unfortunately all our Service Drivers were unavailable so James took it upon himself to take the customer himself so that he could make the last train home on New Years Eve.
Ian Bennett (middle), Head of Business, congratulating Nathan Jackson and Stuart Harvey.
Award Nominee, December 2019
Our December Making it Special nominations are Nathan Jackson and Stuart Harvey for their great teamwork and dedication to their job role!
Both Nathan and Stuart volunteered to stay behind one evening to finish an engine which was showing a serious engine failure. Knowing this needed their experienced skills and how the customer needed to get back on the road, they started at 5pm and worked late into the evening until they had successfully finished the job.
The dedication, commitment and one team spirit was more than worthy of this nomination.
Andy Penn (right), Service Manager, congratulating Tim Jones.
Award Nominee, December 2019
Our December Making It Special nomination goes to Tim who always tries his best and puts 100% effort in everything he does in his job role of Warranty Controller.
Tim has been extremely helpful in handling customer goodwill and also processing this with the customers, liaising with them clearly and making sure their issues are resolved quickly and efficiently.
The professional and seamless way Tim handles customers had really helped overcome some serious complaints and in effect we have gained positive feedback from many customers instead, well done Tim.
David Cooper (right), Used Car Sales Manager, congratulating Jeremy Britten.
Award Nominee, December 2019
Our December nomination is our Sales Driver, Jeremy who has excelled in is role and has been able to help in multiple ways across the retailer.
Most recently Jeremy has organised off his own initiative to spend two consecutive days with a new external valeting team to explain the standards we expect and the varied duties involved.
Being a Valet Team Leader in a previous role, he knew he had the knowledge and skills to make sure that the new team would be set up for great success.He made sure they knew what’s required to keep the Approve Used pitch looking at it’s very best, the new showroom cars pristine, and the highest levels of attention to detail to ensure perfect handovers!
Jeremy has made it special for so many customers by ensuring our standards of valeting are at their very best.
Paul Curtis (left), After Sales Manager, congratulating Lee Collins.
Award Nominee, December 2019
Our December Making it Special nomination goes to Lee for the impressive lengths he went to for a customer.
A customers car had been recovered into us where it needed various bits of work completed. The customer was very unhappy as he needed the car back that day for a trip to London he’d planned with his wife the following morning.
He requested his car to be delivered back to him at an address over 2 hours way, with no drivers available Lee stepped in and offered to deliver the vehicle that evening and get the train back home. This was completed in Lee’s own time, Mr Saunders was over the moon with the efficient service he received:
I am extremely impressed with the lengths Lee had gone to, ensuring that the trip to London happened and reassuring them of the high level of service at Guy Salmon Stockport…
Alan Eldridge (right), Head of Business, congratulating Nathan Doe.
Award Nominee, December 2019
Our December nomination rightfully goes to Nathan Doe for his efficient help. A customers car broke down near Blackwall Tunnel and had an extremely poor experience from Jag assist who couldn’t get to him for at least 4 hours, so he made his way home and left the Car.
The customer rang our retailer insisting we cancel his contract and give his money back. Nathan arranged to go to the clients house over in Ongar in Essex to pick up the Keys and then drive back to the Tunnel to meet Jag assist to enable recovery, which he did.
After many conversations with the owner, we have now fixed the car and are testing it before delivering it back. We also delivered our I-Pace demo out to him to use.
Nick Moore (left), General Sales Manager, congratulating Louise Hammond.
Award Nominee, December 2019
Our December 2019 nomination goes to Louise, since joining she has always had her customers and colleagues in the forefront of mind. Here are some of the examples of when Louise has made the extra effort with both members of staff and customers:
While a lot of staff were off, Louise got stuck in, did not panic or stress, did extra shifts and did her best to ensure that the level of cover and service in the showroom was not diminished.
Louise is always so welcoming and engaging with our customers and continuously goes that extra mile to ensure our customer’s needs are fully addressed to the high standards expected by them and what we stride to deliver.
The level of service provided by Louise has been endorsed by our customers in several Google reviews over the past 3 months in which her name has been highlighted.
Charles Crossley (left), New Car Sales Manager, congratulating Vicky Sweetman.
Award Nominee, December 2019
Our December Making it Special award goes to Vicky Sweetman, who delivered a car to a customer on Christmas Eve. They had spoken about a number of sweets and snacks that they enjoyed eating in many conversations during the purchase experience and Vicky remembered them all. She went and bought all of the sweets and created a personalised Christmas Hamper for the customer as a handover gift.
The customer was absolutely blown away that she had remembered the conversation and couldn’t have been more complimentary of Vicky’s level of service throughout. One very happy customer!
Kayleigh Harrop (left), Service Manager, congratulating Oliver Stevenson.
Jaguar Land Rover South West London
Award Nominee, December 2019
Our December nomination is Oliver for his outstanding efforts to make a customers experience seamless and effieicent.
Prior to this the customer had a poor experience at the retailer. The customer was booked in again and Oliver took it upon himself to grab the situation and turned it around so that the customer felt compelled to write in to offer feedback that was great to read.
Just a short note to thank you for fixing Anna’s car so quickly this time. The whole experience this time was 10/10 compared to last time but let’s not go there. But this time – and credit to Ollie – thanks for a very quick response, provision of courtesy vehicle immediately, good diagnosis of the problem, good communication throughout, paperwork, and cleaning/preparation of Anna’s car on return.
Darrell Jones (right), Head of Business, congratulating Kathryn Warden.
Award Nominee, December 2019
Our December nomination goes to Kath for her ongoing professional and positive attitude towards learning and going through the intricacies of Digifile, she is able to fully understand the workflow and where issues arise.
Kath has worked closely with Sytner IT and made sure that the Managers & Sales Executives are doing everything they should be so her dashboard is kept up to date and is always audit ready.
Erika Bliss (left), Customer Service Manager, congratulating Casi Mansfield.
Award Nominee, December 2019
This month Casi Mansfield is well deserving of our December Making it Special nomination…
Monday morning a customers car was failing to start. This particular customer had an important commitment that he was unable to miss on the Wednesday so we pulled out all the stops to endeavour he wouldn’t miss his important commitment.
The car was brought into the workshop that same day and Casi quickly diagnosed the issue. He worked through his lunch to ensure it was completed. Casi managed to carry out the Service work the car was booked in next month for as well. The customer was so pleased by the whole experience and the fact their car was completed and tested by end of day Tuesday when he collected it he gave Casi a wrapped gift.
If we had not turned the repair around as quickly as we did, without any complications or errors, the customer would have had to hire a car and potentially missed his commitment.
Liam Hayward (left), Customer Experience Manager, congratulating Abbie Dunne.
Award Nominee, December 2019
Our December Making it Special goes to Abbie who’s been getting endless positive customer feedback, praising her on her skills and warm friendly welcome as well as making customers feel relaxed when in the showroom.
Abbie continuously goes above her line of duty in helping customers and getting them sorted efficiently!
Abbie made me feel welcomed from the moment i purchased my Velar. Fantastic customer service from start to finish. Abbie and her colleagues kept me fed, watered and comfortable and were extremely helpful throughout and couldn’t do enough for me. Goodwill and consideration go a long way. Thank you
Paul Williams (right), Managing Director, congratulating Negin Hadavand.
Award Nominee, December 2019
Our December Making it Special Award goes to Negin, who’s been chosen for going out of her way for a customer and their nephew.
A customer had taken the day off work to attend to his vehicle, but more importantly he had promised his nephew a special visit to see Santa at 11am that very day. Unfortunately his visit unexpectedly turned up a few glitches that required him to wait longer than anticipated.
Our customer was now faced with having to cancel Santa’s visit. However, Negin managed to procure a vehicle at extremely short notice so the customers nephew could see Santa!
I am delighted and extremely thankful. Thank you Negin for making a little boy’s dream come true over Christmas…
