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.
Luis Ferreira & Tom Jobson (left), Sales Managers, congratulating Jon Hall.
Award Nominee, July 2019
Jon has had many returns on Google & Trust Pilot, along with Gold Stars, amazing feedback.
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.
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.
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.
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 !!
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
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.
James Grice (right), Service Manager, congratulating Nick Adams.
Award Nominee, July 2019
Our July award goes to Nick Adams, who since joining us has completed all pre-calls and follow up calls to gain an understanding of what our customers think of the service we offer. He has managed to gain great feedback which has helped in planning future changes within the department.
Nick is always on hand to offer coaching and assistance to any of the team when required. To this end we have seen our Volvo service CEM rankings move from below national average to top quartile, along with our follow ups moving to second in the rankings.
Outstanding service to our customers and colleagues alike. Well done Nick!
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
Nick Moore (left), General Sales Manager, congratulating Lee Broomhead.
Award Nominee, July 2019
We would like to nominate Lee Broomhead for the July Employee of the month.
Lee has only been with us 6 months and the way he has taken on the role of Car Park Attendant has been inspiring. The car park looks amazing every morning when I pull in and is maintained during the day allowing customers to park easily. Lee does this with a great big smile and is so passionate about his role, a real positive member of the team.
I would also like to say Lee’s interaction with customers is also outstanding and if I was met by Lee in the car park as a customer my first impression would be top class.
A worthy winner for me.
James Dixon (left), Used Car Sales Manager, congratulating Kat Caddick.
Award Nominee, July 2019
Our nomination for the Making It Special award goes to our newest member of the Sales team, Kat Caddick. Kat joined us at the beginning of June and has truly embraced the “making it special” initiative. Her most recent example was for customers with two young children. Kat managed to settle the family into the dealership, built up some trust and figured out that the best way to enhance the customers experience would be to make a fuss of their children. She recalled that the little boy was a huge Captain America fan and his little sister was a huge Disney Princess fan. Upon vehicle handover Kat presented them with a Rapunzal doll & a Captain America action figure.
The customers had explained that they had a couple of difficult experiences when buying cars and had little or no trust in dealerships, however were complimentary of Kat and their experience at Guy Salmon Stockport. Kat has managed to restore their faith and hopefully secured a future customer for life!
Ian Bennett (right), Head of Business, congratulating Julie Heaton.
Award Winner, July 2019
Julie has been nominated by the team this month. Her extensive knowledge of Kerridge and the Sytner processes are so good that Ascot, Bristol and Maidstone are sending team members down to be trained by her. Julie’s ability to train is excellent and the feedback received from those she has trained is very positive. Even when she is busy she will make time to assist with queries. She is our very own Miss Marple!! Not only “one team” spirit for the dealership, but she is willing to share her knowledge and skills to help others in our division.
Andy Meads (middle), Parts Manager, congratulating Paul Evans and Rob Mavity.
Award Nominee, July 2019
Both Paul and Rob have been working across our Jaguar and Land Rover retailers whilst Jaguar have been short-staffed. They have been helping with live customer enquiries and also assisting on the front and back counters. This has helped keep business flowing whilst maintaining a service level to our customer base.
Well done
Darren Osborne (right), Aftersales Manager, congratulating Christopher Addle.
Award Nominee, July 2019
Unbeknown to the Aftersales Department Chris had been keeping a list of customers with recurring issues and had taken it upon himself to contact each of them in turn every couple of weeks to check that all their issues were sorted and the customers were happy.
These customers have been delighted with the level of customer service afforded to them and this has also helped the Aftersales Department immensely as it has eliminated any further repeat visits or unhappy customers. Having not been asked to do this shows initiative and also more importantly putting our customers first. Well done Chris!
Anthony McCann (right), Jaguar Sales Manager, congratulating James Clover.
Jaguar Land Rover Ascot Service Centre
Award Nominee, July 2019
James Clover is our July Employee of the Month, not only has he received amazing feedback from our customers, he continually exceeds their expectations and has also delivered 11 units!
A little over a month ago we had the privilege of meeting James at Jaguar Ascot. I am so pleased we did. Everything we asked about the car was answered in just the right amount of detail, James is polite, knowledgeable and has passion for the cars and more importantly his customers. We have bought 2 cars from this dealership and it’s a joy to find a company that’s remembers your name, asks about you child and genuinely care about you finding the right car. Thank you to the team there, and for giving us time and space to think about what we wanted. James is an exemplary member of your team.
James has also be actively involved in the Marketing of the Project 8 and has built up some great contacts which we hope will come to fruition very soon. He has also taken responsibility for progressing of Used vehicles through our Prep Centre, updating the website and arranging the forecourt display.
Darrell Jones (left), Head of Business, congratulating Sian Hames.
Award Nominee, July 2019
Employee of the month is Sian Hames, who as well as being our Centre Host is also our Health and Safety coordinator. She continually keeps H&S at the forefront of the team and has this year introduced a H&S fun quiz, monthly newsletter and an incentive for points awarded – points means prizes!
All this effort was rewarded when we had our recent Health and safety Audit and our score was 91% which at the time only 4 other retailers had achieved over 90%. Well done Sian great result and all the hard work has paid off
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Mike Tyson (right), Head of Business, congratulating Alex Trafford.
Award Nominee, July 2019
Alex recently delivered a Range Rover to a customer on the Wirral to find when he got there the vehicle wouldn’t fit in the garage due to a lot of items being stored in there. Not to be deterred Alex set about clearing the garage to help his elderly customer who would have otherwise struggled to do this alone as her husband was out of the country.
Well Done Alex for going the extra mile to make Mrs Pritchard delighted with her new vehicle
Richard Pitt (right), Workshop Controller, congratulating Kevin Johnson.
Award Nominee, July 2019
Kevin Johnson is July’s Making it Special Winner. For the past year Kevin has mentored Shannon our new apprentice at Jaguar. Earlier in the year he also volunteered to help at Land Rover and is mentoring Sam one of our 3rd year apprentices, who has added to his knowledge and has improved upon his grades, with the help of Kevin.
Kevin is a great credit to the Guy Salmon Northampton team and helping bring on our future technicians. Great Work Kevin, we’re happy to have your support at both teams.
Robb Pickard (Middle), Head Of Customer Service, congratulating Vince Davis and Martyn Stutt.
Award Nominee, July 2019
Vince Davis and Martyn Stutt our Service drivers are joint winners for the July Making it Special award. They have both been nominated independently and quietly get on with the job in hand. The actions of two thoughtful customer orientated colleagues have generated the nomination, actions such as a final check and clean over of water runs and seagull mess (a distinct problem in Bristol) before returning a customer’s car or organising a bouquet in condolence for a customer whose husband recently passed away. They demonstrate an eye for detail and compassion and are two very important and effective team members driving forward the customer experience at Guy Salmon Jaguar Land Rover Bristol.
Well done to you both
Jerry Howell (left), General Aftersales Manager, congratulating Angel Naydenov.
Jaguar Land Rover South West London
Award Nominee, July 2019
Angel Naydenov is our worthy recipient of the Making it special for July. He is the first point of call for our customers at Kingston House, welcoming them to the site and shows them where to park their cars for their visit. He keeps the flow of the cars moving throughout the day. This can be a challenging and frustrating environment with Kingston House positioning sandwiched between a paint shop, a hotel and a Honda garage! He does this with a smile on his face, a willing attitude and importantly speed. Since Angel has joined us the negative comments around frustration for our customers to park have diminished. Thank you Angel for all you do
