Sytner JLRS Division
Mike Tyson (left), Head of Business, congratulating Martin Law.
Award Nominee, September 2020
When our Service Manager, Martin, had to self isolate at short notice whilst our Aftersales Manager was also on holiday, he took it upon himself to come in on the Sunday to reorganise the diary. This allowed the Service Advisors to continue their week as normal without our customer experience being negatively affected.
He really stepped up when we needed him to.
Anthony Neary (left), Service Manager, congratulating Wayne Green.
Award Nominee, September 2020
Wayne has been nominated for our September Making It Special for his exemplary levels of service to help one of our new car sales customers and, in doing so, prevented the customer rejecting his new car.
A customer had quite a number of issues with his new vehicle and was looking to potentially hand it back as they had lost confidence in the car. Wayne invested a significant amount of his own time to go through each issue in detail with the customer, ensuring that they clearly understood the problems and how it could be rectified. He gave reassurance to the customer that everything was under control and gained the customer’s confidence that the problems could all be resolved in a timely manner.
The customer left feeling confident that his car was in good hands. Wayne kept in daily contact with the customer and took complete ownership of the problem. On the evening the car was handed back to the customer Wayne spent a couple of hours in the Dealership after closing going through in detail the repairs undertaken and ensured the customer was 100% comfortable that all the work had been completed.
Paul Williams (right), Managing DIrector, congratulating Negin Hadavand.
Award Nominee, September 2020
Negin has been nominated for our September Making It Special for her thoughtful customer care. Negin very thoughtfully purchased a gift of a dog bowl out of her own money for a customer who was picking up his new puppy a Golden Retriever the day his vehicle was in for service.
She also instilled goodness within the dealership, Negin very thoughtfully purchased and individually packaged surprise treats (COVID-19 friendly) for all staff to bring a little happiness back to the dealership and visited each staff member to let them pick their very own treat lots of smiles all round.
Harry Marchbank
Jaguar Land Rover South West London
Award Nominee, September 2020
Our September Making It Special goes to Harry for his superb customer service. Since moving to the new site, our Google response scores have reset. This resulted in us being in a precarious position, every rating that dropped in had a massive impact on our score.
We pride ourselves on keeping the score above 4.2 and we saw a few poor reviews drop in that cause this to be impacted on dreadfully. Harry nearly single-handled turned this around and gave such an outstanding service to our customers that resulted in our score now sat at 4.4. Fantastic effort Harry thank you.
