Sytner JLRS Division
John Horsey
Award Nominee, June 2019
Our June Making it Special award goes to John Horsey whose contribution to the business sometimes goes unnoticed and at 62 years old he progressed to the final of the Sytner Elite Technicians competition. John today is still the first person to put his hand up and take on engine and major unit repairs. He is now passing on his knowledge by mentoring one our four first year apprentices, which will be invaluable to the business in the future. If there is a customer problem at 5pm he again would be the first to volunteer and stay in an attempt to get the problem solved.
Well done John.
Alan Eldridge (left), Head of Business, congratulating Sallly Gollop.
Award Nominee, June 2019
This month customer feedback has been strong with regard to their experiences with our business, but although in a lot of cases it’s a team effort, we have one person who has been mentioned several times in exceeding expectation. A small extract from one of our customer feedbacks is shown:-
I would like to express my sincere thanks to your staff over the last two years that they have been looking after my car and my concerns. Having had now five Jaguars since 2006 and moved my business, I have been extremely impressed with your whole business. However my wife Pam and myself are emigrating to Cyprus next month and taking my Jaguar with us. Therefore today was our last visit to your dealership. Please pass my grateful thanks to all those in the service department who have dealt with me with great humour and professionalism. Today it was Sally Gallop who was magnificent. Dan Bobbett, who sold me my current car. Tell him he wont be able to sell me that F Pace after all……………………….. It would be great if Sally and the people behind the scenes could receive some form of recognition. Thank you so much. Signed
So please join me in congratulating Sally our worthy winner of our “Making it Special award for June.
Sue Kightley (right), Accountant, congratulating Susie Packman.
Award Nominee, June 2019
This month’s winner for the Making it Special Award is Susie Packman. Susie has been covering additional hours including weekends to ensure that not only Land Rover Admin is covered but also Jaguar’ admin as well. Susie has proactively worked later to make sure that the accounts match with the latest orders and are kept up to date. Whilst ensuring she is supporting the whole admin team to get through each month. She is always first to offer to help and has really made a difference.
Well Done Susie, keep up the good work!
Margaret Lewis, Accountant (left), Alan Davis, Head of Business (Right), congratulating George McKechnie.
Jaguar Land Rover Ascot Service Centre
Award Nominee, June 2019
George is our June Employee of the Month as he has been working closely and supporting our Accountant, Margaret Lewis to complete the Quarter End Accounts whilst also training and supporting Muaz who has recently joined the Department.
George has also embraced the vehicle electronic stock system!!! Throughout the day George is always happy and cheerful and willing to support the business and his colleagues whenever he can.
Well done George
Tom Booth (left), Used Car Sales Manager, congratulating Craig Dendy.
Award Nominee, June 2019
Craig has been nominated this month as a worthy winner by the Sales Team. Craig started with us back in 2017 as a Parts Apprentice, then progressing from Service admin has settled into his new role as a Sales Executive for the Used car department. One month into his new role he has dealt a circa of 10 customers already. We have also received great feedback from both his customers and the team and most importantly we have already had CLP returns with some great comments to back these up. He listens to the management team and for someone brand new into this role is already showing signs off becoming a great Sales Executive.
Well Done Craig
Paul Williams (left), Managing Director, congratulating Nathan Dawson.
Award Nominee, June 2019
Double Nomination for Customer Service – Nathan was nominated twice in the month for two separate incidents involving customers who had concerns with their vehicles. The first vehicle had been into the dealership on a few occasions from delivery with water ingress. On this occasion the customer was actually at the hospital with his wife so to minimise the stress, Nathan very kindly went out of his way after finishing for the day to set out and deliver the vehicle back to their home address. Nathan also stayed for half an hour to relay all the vehicles history and the best resolution process for the concerns. The customers were very thankful for Nathan’s generosity. In the same month another customers vehicle required stage 1 detailing and Nathan came in on his day off to carry out the task going that extra mile.
Customer service at it’s finest!
Graham Walker (left), General Sales Manager Land Rover, congratulating Olivier Zilio.
Jaguar Land Rover South West London
Award Nominee, June 2019
MAKING IT SPECIAL FOR OUR CUSTOMERS
Our Making it Special award this month goes to Olivier Zilio. Olivier was all set to handover a surprise birthday present for one of our customers and just before handover the car presented with a problem. The customer was taken on holiday for a week by her husband, which gave our team time to turn this situation around. Great team effort to do this. Olivier then organised to meet the customer at Farnborough airport. He organised to be parked on the runway and was there to surprise the customer. Our customer was delighted and whispered to Olivier that it was even better this way – better than what he had planned! Well done and a huge thank you for delighting this particular customer.
Kevin Harris (left), Sales Manager, congratulating Mandeep Rakhrap.
Award Nominee, June 2019
Mandeep was nominated for the hard work and effort that he put in to be top sales person in the month of June selling 12 vehicles in a tough month, with his closing ratio finishing at 43% and test drive conversion at 40%. His attention to customer satisfaction was highlighted by a customer 5 star review.
I recently purchased a new car from Sytner Select Leicester. From start to finish it was a very enjoyable, stress free experience. I would like to thank Mandeep for his professionalism and care to detail, making this my most pleasant car purchase to date. I would highly recommend purchasing from this company. P.S thank you for letting me sit in my dream car…
Ian Bennett (right), Head of Business, congratulating Owen Hare.
Award Nominee, June 2019
Owen has been nominated this month by his colleagues for demonstrating his “one team” values on several occasions. This included helping to deliver cars back to customers outside of his paid working hours. He is always happy to help his colleagues and is happy to go above beyond.
Well done Owen on your well-deserved award
Craig Allen (left), General Sales Manager, congratulating Josh Walker.
Award Nominee, June 2019
Josh consistently receives excellent customer feedback and regularly receives 5 star Google/TrustPilot reviews
Throughout Quarter 2, Josh had 14 new car surveys returned mentioning him personally as a memorable individual. That as well as delivering 33 cars in the quarter – fantastic performance!!
Well Done Josh
Tim Fox (left), Aftersales Manager, congratulating Simon Moore.
Award Nominee, June 2019
Our June Making it Special award goes to Simon Moore who has received some fantastic feedback from our customers recently. Here is just one example of him going that extra mile.
Simon went above and beyond when I left my child’s car seat in the hire car we had. Simon personally drove this back to me this morning. I was not going to continue buying Jaguar vehicles and have now decided I will continue buying from Jaguar in the future because of the service received.
Well done to Simon for reacting in a such a personal way, sealing the customer’s future with our brand. Customer called the Dealership to express his gratitude for the service he received.
Trevor Wale (left), Aftersales Manager, congratulating Malcolm Thomas.
Award Nominee, June 2019
Our June Making it Special award goes to Malcolm who has been helping with our fleet customer deliveries and also site maintenance, both outside of his current role. He has taken to each challenge with the correct attitude and application and is always asking what he can do to help with any customer concerns we may have.
A true demonstration of our one team ethos, well done Malcolm.
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
Jessica Sawbridge (left), Customer Relations Manager, congratulating Ellie Banister.
Award Nominee, April 2019
Our nomination for April is Ellie Banister who has worked independently through a lot of days recently and has continued delivering excellent levels of service throughout. Feedback was received from a customer who was clearly delighted
I just wanted to feedback to you what I lovely customer experience I had yesterday while my car was being serviced. (I always intend to give feedback when customer service is good but rarely get round to it!). The welcome on arrival was exactly as it should be, coffee served immediately and the Service Department informed of arrival. Taxis to town and back efficiently arranged by the smiling Ellie and a welcome coffee and selection of magazines presented by her on my return. Altogether a very pleasant morning, making the task of having the car serviced so much less tedious.
This is fantastic feedback Ellie, keep you the great work.
Mike Tyson (left), Head of Business, congratulating Josh Walker.
Award Nominee, April 2019
Our Making it Special award for April is Josh who consistently delivers an exceptional level of customer service and is extremely knowledgeable regarding the Land Rover product. Josh receives positive feedback on a regular basis, a small clip from one of many examples is shown below.
We would just like to bring to your attention, the outstanding service we have received from Josh Walker. from entering the showroom to have a general look around, to leaving it last Friday with our new Velar we have received impeccable support from Josh. Nothing was too much trouble for him; he is very knowledgeable about his products, he listened carefully to what we were asking for and gave great advice & guidance when we needed it. We felt really well taken care of and will most definitely return to Josh and Guy Salmon when we are planning to buy our next car.
Well done Josh
Robin Chapman (left), Land Rover Used Car Sales Manager, congratulating Lewis Rockall.
Jaguar Land Rover Ascot Service Centre
Award Nominee, April 2019
Our April award goes to Lewis, who during a very busy period for part exchanges and retail vehicles, has worked incredibly hard to reduce the amount of trade stock. He has also made sure that the photographs for used cars, demonstrators and pre-registered vehicles have all been up to date.
Well deserved Lewis.
Kevin Harris (left), Sales Manager, congratulating Micheal Greasley.
Award Nominee, April 2019
Our April Making it Special is Michael who has been nominated for his commitment and attitude to get the job done. We were a technician down and the preparation times started to creep up, so we asked if any of the technicians would do any additional hours in the month to catch up with the back log.
Michael was one of the first to volunteer and worked an extra hour after work every day and every Saturday for a month.
Nick Moore (Left), General Sales Manager, congratulating John Bell.
Award Nominee, April 2019
Our Making it Special nomination for April is John, who came to our notice during the end of the refurbishment, he was working as a temporary cleaner at the time. We were so impressed with his hard work and ethos that we employed him the next day. His attention to detail and pride that he shows in making the site looking amazing is second to none. He tackles jobs without hesitation and proactively sees things that need to be done rather than waiting to be asked. The dealership has never looked so great, creating the best possible first impression to all our customers, which is so important to us.
Well done John a very worthy winner OR as we would like to say “The Best Handyman in the World”
Paul Williams, Managing Director, (Second Left), and Darren Osborne, Aftersales Manager (Third Left), congratulating Paul Howden and Rob Hallam.
Award Nominee, April 2019
A great customer commendation for two fantastic members of the Aftersales Team sees both Paul and Rob win the April Award for Making it Special
Shortened letter…
My Discovery Sport had the red warning triangle appear during a journey to work on the outside lane of the M1 motorway and straight into limp mode. Land Rover assist attended and diagnosed as the actuator on the Turbo. The turbo was completely replaced. Two days later the exact same incident happened and again Land Rover assist diagnosed same fault, so off back to your Garage. I have got my car back and the reason for my email, From the very start I was treated with the utmost respect, sympathy, support and kept up to date with everything that was happening, I had calls and chats with both Rob Hallam and Paul Howden on a very regular basis, I was given a full description and shown the paperwork describing what jobs and tests had been carried out, Nothing was off limits. Even when I was told my car was ready to pick up and I explained that I worked in Leeds, Paul waited at the Garage after his finish time. I am sending this email as a huge thank you for these two staff and really hope that this gets passed on to them as they truly deserve it. Sure its not great when your car is broken, however they are very complicated vehicle that I expect will sometimes have little faults. I now have my car back and since the fault has been rectified the car is back to being a joy to drive once again. I could have simply left it at that but I didn’t and have sent this as a big thank you to these two for making the experience more manageable. If you check your records you will see that my Wife Suzan and myself have now had vehicles from you for over 12 years and will continue to do so knowing we have peace of mind if something should go wrong. Thanks for getting it right.
Dave Poole (right), Parts Manager, congratulating Jack Gallagher.
Award Winner, April 2019
Jack Gallagher having recently completed his Parts apprenticeship, returned to his old secondary school off of his own initiative to work with the Year 10 students. Jack told them about his experiences as an apprentice and how it readied him for his role in the business and that he has now been employed as a Parts Advisor. Jack wanted to inspire others about his journey and also spent some time working on interview techniques and on how to build confidence with interviews.
Well done Jack.
Ian Bennett (right), Head of Business, congratulating Josie Tymms.
Award Nominee, April 2019
Josie Tymms has been nominated for this month’s Making it Special. She has quietly gone out of her way to cheer colleagues and customers up with her little gestures.
She has certainly placed the personal touch to make people smile. Recently a customer had shared how he was having a few personal problems, she popped out in her lunch break and collected some chocolates and placed them on his passenger seat ready for him to pick up his car.
There have been a few team members who have come forward to share how Josie has supported them and why she really deserves this month’s Making it Special.
Gary Weston (left), Corporate Sales Manager, congratulating Richard Russell.
Award Nominee, April 2019
Handover of customers new V60
On the 16th April, I collected my new lease V60 from Tollbar. The handover was conducted by Richard Russell. I cannot speak highly enough about the customer service levels that this guy gave. He spent nearly two hours with me doing the handover (including the receipt of my old car). During this time, nothing was too much bother for him to explain or demonstrate. When I apologised for holding him up, he told me that he was with me and therefore the only customer that mattered at that moment. He was incredibly polite, courteous and professional at all times as well as being personable and chatty. I cannot thank Richard enough and based on the service I received from both him and Juspal previously, I would recommend this dealership to anyone, and indeed, my wife and I will be coming to look at XC40s in the near future. Please ensure Richard is thanked (and rewarded) accordingly on my behalf. Iain Mather (now loyal V60 owner)
Graham Walker (right), General Sales Manager, congratulating Jim Panayides.
Jaguar Land Rover South West London
Award Nominee, April 2019
Jimmy has been recognised by numerous customers over the years. The most beautiful Google review came in recently from one of our longstanding customers.
Since 1982 I have bought every car I have owned from Guy Salmon Thames Ditton. I have bought countless Jaguars and Range Rovers and have always experienced exceptional support from both sales and service. Today I unexpectedly bumped into Jimmy Panayides in the service centre (he works in sales) and we were equally pleased to see one another. Jimmy beats the exceptional classification as not only is he good humoured, efficient etc. (ticking all the boxes on the survey) but he is honest and sincere. Buying a car from Jimmy is more like buying a car with a good friend that has your best interests at heart
This is an excellent example of how we would like all our customers to feel – part of our Guy Salmon family. Well done Jim
Andy Penn (left), Aftersales Manager, congratulating Matthew Leek.
Award Nominee, April 2019
Our April Making it Special Award goes to Matthew Leek who has been praised by several customers for his attention to detail and excellent customer service. He often goes out of his way to help them, even when they are most frustrated with their vehicle. In addition there have been several customer reviews recently including Google who have highlighted his level of customer service.
I currently have issues with the Jag XF Sportbrake but the way it has been handled by Guy Salmon Jaguar has been a much better experience. I have been dealing with Matt from Service (sorry I don’t know his surname) but his brother also works there… Matt has been great. Really helpful, apologetic but the main thing is he has handled it so well
Great feedback Matt and well done on this well deserved recognition.
