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.
Gary Kott (left), General Sales Manager, congratulating Rob Gibbs.
Award Nominee, August 2020
Our August Making It Special is Rob for going above and beyond to make customers feel safe.
Rob took it upon himself to do a covid safe video for our customers and colleagues, as you arrived at the dealership you would know all of the measures we had put into place, he filmed a walk around to made it easier to know what to do on arrival to the dealership.
Well done Rob it made people feel at ease with entering the building and knowing what to do and where to go.
Paul Williams (right), Managing Director, congratulating Paul Howden.
Award Nominee, August 2020
Paul has been nominated for our August Making it Special for his excellent customer support. A service customer called up extremely stressed as he was moving house and discovered his vehicle had a flat tyre.
Paul spoke to the customer over the phone and was waiting on hand to greet the customer. Whilst the puncture was repaired at the retailer the customer went to de-stress and walk his dog. Paul went out of his way to get a ‘moving house present’ for the customer and left a Land Rover HUE dog bowl in the car.
Paul received some lovely feedback from the customer:
Many thanks for the excellent support and service provided by Paul during my recent visit to Sytner. I was moving house from York to Oxford, and found, to my horror a full flat tyre on my Range Rover Sport.
I put the run flat on and limped to Wakefield where Paul and team saved the day being able to promptly repair the puncture whilst my wife and I waited. Paul was extremely helpful and professional throughout and a credit to the dealership.
Mike Tyson (left), Head of Business, congratulating Darren Beecroft.
Award Nominee, July 2020
Our July nomination goes to Darren for the sheer dedication to Guy Salmon Sheffield and taking on responsibilities outside of his role.
Due to staff shortages in our Parts department there was a point in July where we looked like we may grind to a halt, a phone call was made to Darren who was on holiday but he quickly came in to support the Parts team even though this isn’t his speciality. This certainly kept our customers on the road as we could not have done it without him.
The next day was the bi-annual Parts stock check and knowing how short staffed the Parts team were, Darren came in at 6am to assist with this as well. Darren is a great asset to the team and is always willing to help.
Chris Foy (right), Prep Supervisor, congratulating Tony Marshall.
Jaguar Land Rover South West London
Award Nominee, August 2020
Tony Marshall is out August Making It Special nomination, for going above and beyond for a customer.
Tony didn’t get back home until 9pm last night after helping sort out a customers car. He went out of his way and took the car to the house, had to come back with it to get a service light out that came on as he arrived to drop it off, he did the cross bars for her and fitted the roof box.
Further to this, Tony helped me hoover the car – put fuel in it for me and generally went out of his way to help both myself and the customer, he certainly deserves the recognition for that.
Keith Batters
Award Nominee, July 2020
Keith has been nominated for this months Making it Special by his colleagues for his impressive efforts within the business.
Keith always aims to go above and beyond. Since being back at work he’s gone out of his way to help colleagues and has been working longer hours than usual to ensure customers are happy. Keith has taken the new procedures and Covid guidelines in his stride too and is a valuable asset to the team.
James Grice (right), Service Manager, congratulating Tom Powell.
Award Nominee, August 2020
Tom has been nominated this month for is positive and enthusiastic attitude. The Carshop contacted Tollbar about a large amount of cars they were unable to sell due to outstanding safety recalls and were going to put them up for auction. We agreed if possible, a technician to visit all of their sites to inspect the vehicles to give them confidence in selling the cars.
Tom when asked was very positive and enthusiastic about helping them with what looked like a large challenge, Tom inspected 74 cars over 11 branches across the country. He travelled to sites and also stayed overnight in the north to complete this challenge. He kept in regular contact and provided good updates on his progress. The feedback from Carshop branches was excellent on his attitude, how he presented himself at the retailers and also how he followed Covid Guidelines when on site.
Paul Williams (right), Managing Director, congratulating Jenni Bingham.
Award Nominee, July 2020
Jenni our Sales Administrator has been excited and stressed as she is moving house. In the middle of lifting boxes, furniture and the like she received a call from a frantic work colleague as a customer had turned up to collect their car and the invoice needed to be processed.
Jenni very kindly and calmly stopped mid-move and spent a good hour of her time talking the work colleague through how to do this on the phone, to enable the customer to collect their new vehicle and not be disappointed of having to wait for an alternative date to collect.
The team really appreciated Jenni for taking time out to do this and think of others.
Alan Davis (right), Head of Business, congratulating Sue Putt.
Jaguar Land Rover Ascot Service Centre
Award Nominee, July 2020
Sue has been nominated this month for managing the service booking system entirely by herself in her colleagues absence. Sue was so efficient on week that she took over 250 bookings!
She has also found time to chase Service/MOT reminders and reviewing data provided by the manufacture. Without loan cars and collection/delivery, there has been some challenging conversations with our customers, yet Sue has remained totally professional, upbeat and positive throughout.
Sue has not taken a day’s leave since returning from furlough and played a massive part towards our best ever month – July 2020 in service making in excess of £100,000!
Tom Booth (right), Used Car Sales Manager, congratulating Manjur Rashid.
Award Nominee, July 2020
Manjur is our July nomination for his outstanding sales month, not only did he sell and deliver 16 cars, bur he also came in on his days off to help prep and deliver his customer cars, all of which were delivered without a hitch.
He received a glowing 5 star review, praising his efforts:
From the offset he was polite, friendly, accommodating and prompt with his communication. He held the cars we were interested in as he knew we had a 3 and a half hour journey to make & didn’t want us to be disappointed if the car suddenly wasn’t there. When we arrived, Manj answered all the questions we had at the time. The experience was completely different to other branches & it was this that led us into purchasing a car from Knutsford- a 3 and a half hour journey away from us, rather than the branch that is 5 mins around the corner.
We didn’t feel pressured or rushed. He made our buying experience very easy. Manj is a credit to the company, it was just a shame he had to be all the way in Knutsford and not local! Nether the less, we didn’t begrudge the journey as we found what we were looking for & are very happy with our decision!
Kevin Harris (left), Sales Manager, congratulating Gary Tipler.
Award Nominee, July 2020
Gary has been nominated this month for his professional approach to the new normal. After being the first team member back off furlough Gary has helped set up the dealership under the Project Phoenix guidelines and has been appointed as a champion in all Project Phoenix areas of concern, including social distancing, ‘keep it clean’ and personal hygiene.
Gary has been a true ambassador and is very pro active with advising team members and customers regarding any infringements to the guidelines.
Michelle Howe (left), Aftersales Manager, congratulating Charley Watts.
Award Nominee, July 2020
Our July Making it Special goes to Charley for her outstanding level of service and attention to a recent customer who had struggled getting a resolution for their vehicle issue at their local retailer. The customer emailed in the lovely feedback below:
Charley has been helping me with regarding my vehicle. The vehicle needed to be rejected, however, Charley has been fantastic liaising with the dealer I purchased the car from, informing them clearly and eloquently the details of the vehicle inspection carried out by your service centre at which Charley was my advisor.
Charley has been attentive and engaged throughout the past week and taking a genuine interest to ensure the process is no more painful than it needed to be even though there is no real gain for her or Guy Salmon. This shows clear commitment to her career with Sytner and a visible care about the JLR brand. She’s a credit to Sytner group, to Guy Salmon Northampton and to Jaguar Land Rover. I hope Charley has a fruitful career at Sytner. If all JLR dealerships had a Charley, our reputation as JLR business would increase massively.
Laura Barley (left), Financial Controller, congratulating Gillian Murray.
Jaguar Land Rover South West London
Award Nominee, July 2020
Our July Making it Special nomination goes to Gilly who has worked flat out since being un-furloughed to support the Accountants and the wide colleague community.
She was nominated for the Award from both within and out of her team. Gilly has taken on the role of sorting out the archiving ready for the move to our new Statement site. This has been an enormous task and with both her diligence and attention to detail has made this task a success.
By Gilly taking on this role, alongside her regular tasks, has allowed the rest of the dealership to maintain their high standards of focusing on our customers. Well done Gilly and a fantastic effort – thank you.
Ian Painter (left), Service Manager, congratulating Maddie Duthie.
Award Nominee, July 2020
Maddie is our July nomination for the outstanding customer service she gives. Our Aftersales Manager recently received the below email from a customer praising Maddie:
I’ve been dealing with Maddie for the last 8 months. She’s helped me through some incredible issues, including a complete engine failure as I pulled off of the cross channel ferry on Day 1 of my holiday which resulted in a new engine needed. Maddie is now one of only two car dealership related people I have ever found the desire to personally thank for the way in which they have made me feel valued, I have had many experiences in car dealerships over the last 20 odd years and most are great at the trained corporate customer service but very few ever show really care for their customers and when they do they should be recognised for it.
The way Maddie has managed my horror story has made me want to come back to Land Rover next time I change my car and buy for you again despite all the massive issues that would normally mean I would want to look elsewhere, I am not sure if you have any process for recognising the excellent work of individuals within your team but I feel it was worthy of a thank you email to Maddie following resolution the latest batch of warranty issues…
