Sytner JLRS Division
Jerry Howell (right), General Aftersales Manager, congratulating Kayleigh Harrop.
Jaguar Land Rover South West London
Award Nominee, March 2020
Kayleigh has become a Warranty wizard, handed over a sales car, cleared down Wip and still looked after the service customers. Her aim has been to get as many cars as she can back to the customers and also to bring in any cars for our NHS and frontline people to keep them mobile during this unsettling time.
Kayleigh has built a great customer relationship with an elderly couple who were worried about being in isolation without their car. She then found out their daughter was a nurse so asked to pass on our thanks and gratitude. Their daughter was exceptionally moved by this.
Thank you Kayleigh for your great customer relationship skills and taking jobs in your stride.
Steve Hunt (left), Sales Executive , congratulating Steve Hunt.
Award Nominee, February 2020
Our nomination for February’s Making it Special is Steve Hunt for going above and beyond with a customer who broke down and made his experience as stress free as he could.
An elderly gentleman, in his 90s with Parkinson’s had a breakdown nearby. Steve grabbed a jump pack to see if he could get the car restarted and moved out of the way. They then stood in a second hand appliance shop near where he broke down for 30mins, trying to organise the situation with the Service Manager.
Steve called the AA, but they said they couldn’t get anyone out to see him until 8:30pm
Steve then brought him back to the dealership, got him a coffee to settle him. In the end the AA got to him at 7:15pm and Steve was going to give him a lift home. Steve dropped the customer and got back to his home at 9:15pm that evening, unfortunately the customer didn’t say thank you. But we believe this was certainly going over and above and we thank you Steve for your help with this situation and Will for your support also.
Mike Tyson (left), Head of Business, congratulating Michael Faulkner.
Award Nominee, February 2020
Our February nomination goes to Michael for tuning round a negative situation efficiently. Michael took a call from an unknown customer who had hit a pothole in the recent floods. He rang his local dealer and in his words they were very abrupt and gave him a long lead time before they could even look at his vehicle. Michael took the job on and turned it around with the minimum of fuss to the customers delight.
From the first contact I was impressed by the positive attitude, despite the short notice and your current high workload. In particular, Michael Faulkner listened to my situation and took on the problem. He arranged with your Technician to carry out the check some time on Monday and followed up with slotting in the remedial work on Tuesday in order that we had the vehicle for Wednesday.
My wife was able to successfully carry out her work and informs me that the car is driving excellent with no noise from the suspension.In addition, Michael has taken up the question of warranty and I understand that the work has been completed under that agreement.
You can see from my brief explanation that I am delighted with the service received from your team and can safely say that your company will be my first choice in any future dealings with Land Rover.
Alan Davis (left), Head of Business, congratulating Rob Buckland.
Jaguar Land Rover Ascot Service Centre
Award Nominee, February 2020
Our February nomination goes to Rob as he does an amazing job of managing the Corporate and Sales diary, he has made the process precise and clearer which provides a slick and high level of service internally and externally.
Rob is always willing to support all departments where he can, especially the Sales Department including covering the Showroom Reception!
Paul Williams (right), Managing Director, congratulating Chris Glew.
Award Nominee, February 2020
Chris is well deserving of our February nomination, he hasn’t been with us for long but in his short time he has made a big impact on customers. Chris has been recognised in multiple Truspilot and Google Reviews.
Customers are not the only ones sending their thanks to Chris, he also had another retailer thanking him for dealing with one of their new customer’s vehicles which could have resulted in a buy back had Chris not investigated and took control of the situation, both customer and retailer were left very happy.
Even on his day off he helps out! On a Saturday, Chris came into work to collect a parcel and noticed that the Service Department was extremely busy due to unexpected recoveries, so in true Chris style he sat down at his desk and helped out seeing customers in and preparing loan vehicles. The duty manager that day said for the few hours that Chris had been in he had saved customers waiting up to an hour.
Andy Penn (left), Service Manager, congratulating Chris Milne.
Award Nominee, February 2020
Our February nomination goes to Chris, who found a wallet in a loan car. He looked through the wallet but couldn’t identify who had used the loan car.
Chris looked further and found a membership card for local football club, he phoned the local football club gave the membership number and they made contact with the wallets owner.
The wallet belonged to the customer’s son and she was delighted that we had found the wallet and gone the extra mile to trace it back.
Nick Moore (left), General Sales Manager, congratulating John Underhill.
Award Nominee, February 2020
John has well and truly exceeded the challenging requirements and expectations for this month’s award after being faced with two extremely difficult handover situations. Here is one of the examples of the handover dilemma John face:
The car failed on pre-handover checks so John worked through his day off and late hours the following day to ensure he understood the faults, that the diagnostic was expedited and necessary parts ordered and fitted. He then personally arranged delivery of the car to London, all within two days of the original handover date.
John had remarkable patience and admirable tact but also dedicated his entire day off and more to ensure that both customers received exemplary customer service and took delivery of their new cars with minimal delay. Despite the initial technical hiccups both customers were delighted with their new vehicles and the way John had gone above and beyond their expectations in terms of customer service.
I wanted to contact you to praise John Underhill for the care & attention to detail he paid us over the purchase of a car for my Wife ( Range Rover Vogue SE V8) from sorting the number plates, to preparing the car, to delivering it, to keeping in touch the whole way through the purchase & meeting all deadlines & carrying out exactly ( & more) that he said he would do. I cannot speak highly enough about the service & treatment we received from John… he is an asset to you & this is the second car we have bought for Knutsford!
Alan Eldridge (left), Head of Business, congratulating Paul Allaway.
Award Nominee, February 2020
Our February nomination goes to the well deserving Paul for his efficient customer care. Recently a customer purchased a used ex demo from us, however they only reached their estate entrance before the vehicle broke down with a complete loss of electrics.
Paul was contacted and took quick action, he went straight down to them who in turn stayed in the car until Land Rover Assist arrived and organised for the customers to get home.
The next morning the customers rejected the vehicle, for obvious reasons but assured us that they would return to us because of the outstanding way they were looked after thanks to Paul!
Kevin Harris (left), Sales Manager, congratulating Mandeep Rakhrap.
Award Nominee, February 2020
Our February nomination goes to Mandeep for impressive sale (15 vehicles off 38 new enquiries – 37% closing ratio) and outstanding customer feedback on Google reviews. Following a 1-2-1 review Mandeep stuck with the action plan discussed and hit exceeded all his targets. Here is an example of one of the reviews Mandeep has recently received:
My dream A Class yesterday from Sytner Select Leicester, and what a pleasure it was. Salesman Mandeep was kind, informative and very professional. He made what was the biggest purchase of my life to date super easy, stress free and dare I say enjoyable! I’d like to thank him profusely for all his help! Top guy!
Jerry Howell (left), General Aftersales Manager, congratulating Paul Nash.
Jaguar Land Rover South West London
Award Nominee, February 2020
Paul is our February Making It Special nomination, he has been an instrumental factor to the change we are seeing in our Workshop that is then filtering through to our Land Rover CEIP taking a strong step forward. He has a customer centric approach to everything he does.
Paul came out to talk to me about the car I was test driving, I loved hearing the technical knowledge from a Master Technician. He spent time with me and answered all questions I had with confidence…
Paul is a clear leader and even when awarding the prize to him today he mentioned the team he works with as playing a major part in the success. He is full of new ideas to drive forward productivity for his team and coaches them always with the customer at the forefront of all his efforts.
Erika Bliss (right), Customer Serive Manager, congratulating Luke Sutton.
Award Nominee, February 2020
Our February nomination rightfully goes to Luke for his outstanding customer care. Luke has had many letters and phone calls thanking him for his superb service, here is one of many
Luke has worked with ourselves in the Executive Office to bring a customers concerns to a swift resolution. Due to his action and continued efforts, the customer mentioned he had gone from extremely moody to seriously considering the purchase of an F-Type (even trying to wiggle out of his current finance agreement with LEX). Whenever I have need to speak to Jaguar Bristol, it’s always made easy via Luke. I wanted to recognise his ‘can-do’ attitude with this short message.
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.
