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.
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 (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.
Philip Watson (left), Service manager, congratulating Josh Smith.
Award Nominee, October 2019
Our October nomination goes to Josh who always excels in his role and nothing is too much for him.
Josh is always at hand for any customer or member of staff, nothing is not to much trouble. Josh was voted by his work colleagues as he is so helpful with everything he does.
His willingness to help everyone does not go unnoticed by staff and customers he is a real asset to the dealership.
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.
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.
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…
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
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 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…
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 …..
Liam Hayward (right), Customer Experience Manager, congratulating Jon Lee Smallwood.
Award Nominee, October 2019
A much deserved winner of our November Making it Special award goes to Jon Lee, one of our Apprentice Technicians who was recently chosen to represent the dealership at a JLR Event. Jon Lee worked very hard in putting together his own presentation and delivered this to all the new JLR apprentices for the quarter. Jon Lee received a glowing report for his performance from JLR and has excelled in his progress within the apprentice program.
Well don Jon Lee
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.
Mike Tyson (right), Head of Business, congratulating Michael Faulkner.
Award Nominee, October 2019
Michael is our October making it special winner. He recently assisted a customer who’s car had broken down one evening. The customer arrived to collect a loan car after hours and unfortunately Land Rover had provided a Discovery 5 which is much bigger than her Evoque and she was extremely nervous about driving it. Michael spent half an hour going through the controls & features of the vehicle, which gave the customer the confidence to drive it away.
Full marks to Michael, Well Done!
Michelle Howe (left), Aftersales Manager, congratulating Heather Patzke.
Award Nominee, October 2019
Heather Patzke, Service Administrator is this months’ Making it Special Winner. She went the extra mile last month by taking on Sales Preparation to ensure that our customers got their new vehicles on time. Heather’s help coordinating the technicians to get through the sales work has meant that customers have not been effected or delayed. She has managed to do all of this, whilst still managing her own job responsibilities in her role and mentoring new starters in the Aftersales department.
Heather’s positive can-do attitude, has made an instant impact to the department and have managed to get through the outstanding work, communicating to the relevant parties to ensure delivering a great level of customer focus.
Heather is going to be starting a new role in November as Service Advisor, which we wish her every success with. Well done Heather!
Ian Bennett (left), Head of Business, congratulating Matt Cobby.
Award Nominee, October 2019
Matt Cobby has been nominated for Making it Special for his help with a customer who’s vehicle had broken down on the motorway, shortly after delivery.
When the customer called in a panic, without hesitation Matt volunteered to go with a colleague to pick up the customer. He not only looked after the customer in his car but he stayed with his colleague and ensured he was safe whilst getting the car off the motorway at no more than 28 miles per hour!
Well done Matt
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
Alan Eldridge (right), Head of Business, congratulating Melanie Vine.
Award Nominee, October 2019
Our Making it Special award for October goes to Melanie Vine, who responds to any customer concerns she learns about whilst carrying out the service follow up calls. One example of this is when she went to pick up a customers car after it has been into the service department and there was still on-going concerns. She made sure she followed up the progress of the work with Phil and the team, to make sure this was done as soon as possible and even quality checking the vehicle before delivering back to the customer during her own time.
Well done Melanie.
Nicholas Miernik (left), General Sales Manager, congratulating Lindsey Evans.
Award Nominee, October 2019
Lindsey is no stranger to Making It Special and often gets nominated as she is forever helping customers and colleagues alike. One such occasion was recently when she took it upon herself to act quickly when a customer who’s vehicle was booked into have a emergency repair, found themselves in need of transportation to get to an important meeting. With the earliest taxi being a wait of half hour and the only available vehicle had little fuel in, Lindsey offered her help to her service colleagues and fuelled the car whilst the customer was getting their vehicle booked in. The customer was so grateful for this time saving gesture, as they were able to leave in time to get to their meeting.
Thank you Lindsey
Darren Williscroft (left), Parts Manager, congratulating Jamie Carpenter.
Jaguar Land Rover South West London
Award Nominee, October 2019
Our October winner is Jamie Carpenter, who always delivers an excellent service for our customers. Recently, one of our customers was so pleased he wrote a Google review to thank him.
Jamie in the parts department was extremely helpful. I tried at several other dealerships nearer to me first but Jamie was the only person who was able to solve the problem. He would definitely be more suited to a role such as sales due to his engaging personality and extensive knowledge of the product.
Well done Jamie
Darrell Jones (right), Head of Business, congratulating Brett Pike.
Award Nominee, October 2019
Brett has been nominated for his continued high quality of retail photographs as well as the trade vehicles, with very honest and accurate appraisals, through to the collection and disposal process. He achieves all of this with the upmost professionalism with the minimal of fuss.
Well done Brett keep up the great work.
Tom Stagg (left), Business Manager, congratulating Christine Rose.
Award Nominee, October 2019
After the purchase of a new vehicle one of our customers left their mobile telephone at the showroom, the customer had reached home with her 2 children and was unable to return to collect it that day. Christine took it upon herself to deliver the phone back to the customer after leaving work resulting in a very happy customer.
On another occasion a customer visited the showroom with her child who had complex needs Christine went out of her way to keep the little one entertained whilst the customers viewed there new car resulting in the customer sending a handwritten letter of thanks to Christine.
