Sytner JLRS Division
Danny Davis (left), Sales Executive, congratulating Jo Hounsome.
Jaguar Land Rover Ascot Service Centre
Award Nominee, January 2020
Our January Making It Special nomination rightly goes to Jo. Jo is a valuable asset to the team and continues to keep the showroom immaculate and is always on the ball with customers and appointments, ensuring a streamlined process.
Jo always uses her initiate and is always happy to do work extra hours to help when needed and goes over and above with her one team ethos!
Alan Eldridge (left), Head of Business, congratulating Lucy Stilwell.
Award Nominee, January 2020
Our January nomination goes to Lucy for recently taking on a new role. She is a real asset to the department and the dealership, we value her support and constant willingness to help. Lucy has gone above and beyond on multiple occasions, here are just a few examples:
She recently collected a customers vehicle (a complaint customer) from Kensington on her day off.
Lucy came in last Monday on her day off with only a few hours’ notice as two other team members were both off sick! We had a problem customer which was a potential “Buy Back” situation. Lucy arranged to collect the car herself on her day off, and also arranged a lift into Kensington from one of our other staff members Husbands, who was working up there on that day. She arrived at his house at 4.30am as he was leaving early to drive into London. Lucy collected the car and brought it in. We managed to rectify the faults and return it and the customer is extremely happy!
Michelle Howe (left), Aftersales Manager, congratulating Joe Lewis.
Award Nominee, January 2020
Our nomination this month goes to Joe, who’s recently transferred from Land Rover to Jaguar and has taken everything in his stride and is a valuable asset to our team! Here are some examples of Joe’s great customer service:
Joe resolve a customer’s query, he managed to have the issue resolved by replacing a sim card reader and then spent time with the customer demonstrating how to use it, which the customer was extremely pleased about.
Once customer travels long journeys with her children and needed the in car Wi-Fi to work, Joe cracked the case and managed to turn her around from the original hot spot customer that she was before. He went through the repair in great detail, allowing the customer to ask any questions and assuring them that he would not let a vehicle offsite if he had any doubt that it was not repaired.
Kevin Harris (left), Sales Manager, congratulating Yas Ghana.
Award Nominee, January 2020
Yas has been nominated for the month of January for receiving three 5 star Google reviews in the month and sold and delivered 11 vehicles of 49 new enquiries logged for the month. Citnow videos 71% penetration, 12 test drives, and a closing ratio of 22% of all enquiries, Average PPU £2164. The stats for Yas in January were the best in the team and showed how hard he worked for his result giving great customer service as shown in his Google reviews
My car was washed and in showroom condition! My son purchased a car from here and was so impressed with the service he received recommended you to me. I’ve received a very enjoyable experience thanks to Yas who made everything so easy despite the distance of me living near Edinburgh.
I have been a car owner for 60 years and the service I received from your company and your employee Yas was truly exceptional.
Alex Scott (left), Managing Director, congratulating Richard Jones.
Award Nominee, January 2020
Our January Making it Special goes to the well deserved Richard Jones who has recently spent some time with a change of role. He spent some time doing our front of house manager role.
Richard successful managed customer complaints and helped organise the Service Advisors on a daily basis, this really helped with customer satisfaction as Richard was able to demonstrate a technical knowledge to their complaints and help them understand the complexities of their vehicle and what was needed
Mike Tyson (left), Head of Business, congratulating Elliott Bond.
Award Nominee, January 2020
Our January nomination goes to Elliot who made the experience of purchasing a New Range Rover very special, in what were very difficult personal circumstances for the customer. He did a fantastic job of making this experience very memorable for the customer.
The team have been fantastic with special thanks to Elliott Bond who made the experience very personal and a great memory to keep. My wife was with me at the car handover, she has terminal brain cancer and cannot be cured, so time with her is so precious, Elliott really did make her feel special…
Paul Williams (right), Managing Director, congratulating Andrew Harman.
Award Nominee, January 2020
Our nomination goes to Andrew, he’s only been with us for a short period of time but has already made a big impression to both colleagues and customers.
He has helped the Aftersales Department with bodyshop issues in an efficent and streamlined manner. He also gets regular mentions through the Aftersales Department questionnaires below is one of many customer commendations Andrew has recieved.
Delighted with the service I received, Andrew could not have been more professional, courteous and efficient. My experience was exceptional in fact so much so I will be returning in March to by a car from you, thanks to Andrew’s efforts…
Nick Moore (left), General Sales Manager, congratulating Kellee Moran.
Award Nominee, January 2020
Our January nomination goes to Kellee for going above and beyond with helping out a customer who was terminally ill and in negative equity.
Kellee dedicated numerous hours the day prior to handover to guarantee everything went perfectly to plan and the customer was able to hand her car over with no costs involved. Kellee spent a lot of her own valuable time chatting to the customer about the funeral she was currently planning for herself and other arrangements she was intending to make before she became too ill.
As well as showing her absolute professionalism, Kellee also exhibited remarkable empathy and compassion towards the customer in what was a very difficult and upsetting situation.
Cam Dub (right), workshop controller, congratulating Nick Hughes.
Award Nominee, January 2020
Our January Making it Special nomination goes to Nick who when above and beyond with a customer that was having problems with his vehicle.
The customer had a rattle that was very difficult to pin point so Nick decided to call the customer and drive to his house, pick up the customer and test drive it with him to find the exact noise and then went out of his way to drop the customer back to his house.
I was so pleased with the service I received. Nick had spent extra time to make sure the fault was fixed for me, which I really appreciated!
Darren Williscroft (right), Parts Manager, congratulating James Litrell.
Jaguar Land Rover South West London
Award Nominee, January 2020
Our January nomination goes James for his attentive customer care.
The customer was booked in for a service. He was offered the best advice on an air con service, brake fluid, coolant change, spare wheel, tyre and sealant kit. He was about to take a long journey to Dorset but had three punctures prior to the visit and so was nervous of doing the journey without a jack and spanner. The customer was really upset that he had paid all of this money for the spare wheel kit did not come with a jack.
As James has been a valuable member of the parts team for a while he remembered we had a spare jack hanging around and so kindly offered this free of charge to this valued customer.
