Sytner JLRS Division
Liam Hayward (left), Customer Experience Manager, congratulating Paul Arnold.
Award Nominee, March 2021
Paul has been fantastic in a very successful month and he has been here at 7.00am every day and going home after his scheduled time. The reason for this was to manage our car park which has had between 60-70 vehicles arriving every day in the month of March and Paul has done an amazing job coordinated our site to ensure our customers could park, they have also made comments to me about how he has helped them on their arrival to locate a space.
Jeremy Brittan
Award Nominee, March 2021
For Guy Salmon Northampton’s Making It Special for March, we are nominating Jeremy Brittan, one of our Drivers.
Jez is the epitome of delighting our customers, and our colleagues. Jez can never do enough for us as a team, consistently going above and beyond to do his utmost in all situations. Along with working out of his normal hours, leaving his house at 06:00am to be with a customer at 09:00am to collect their car, he also makes everyone, from the Valeters to Accounts smile every day. His can do attitude and smiley demeanour is a breath of fresh air and makes a difference to everyone’s day.
Jez truly goes above and beyond for our customers, and ensures that if he is delivering a car back, he knows the full story so that the vehicle delivery is still a part of the customers experience and journey with us. He brings our Sytner practises into everything he does, and truly has a customer first attitude, every single day.
Alan Davis (right), Head of Business, congratulating Robert Redsell.
Award Nominee, March 2021
Bob works in the Parts Department and has been a fantastic help over the last 3 months, with limited resources, he has done a great job of covering the Parts Department.
He is always at hand whenever he is needed to help and is the first one here in the morning always doing the posts and opening up.
Bob works every Saturday at the dealership and is great team player that goes Above & Beyond.
Clive Mitchell (right), Head of Business, congratulating Natasha Scannella.
Jaguar Land Rover Ascot Service Centre
Award Nominee, March 2021
Our best Receptionist/Hosts can make a really positive contribution to the customer experience. They can choose to go over and beyond or just go through the motions.
With her boundless energy and supersize smile, Natasha has firmly established herself as an important part of the Service Reception team.
Natasha’s knowledge of our internal systems and processes, coupled with a genuine desire to help, allows her to provide assistance when a less motivated person would take a message.
This was a particularly popular nomination for a well-deserved winner.
Brian Cusick (right), Front of House Manager, congratulating Jeremy Lane.
Award Nominee, March 2021
Jeremy is always prepared to go the extra mile for his customers, he values very highly the relationships that he has built up with them and does not hesitate to take on the customers concerns and make them his own. He frequently delivers customer vehicles back to their home after he finishes work to ensure the customer receives their vehicle back on time and is not unduly inconvenienced.
Customers respond very positively to Jeremy’s outgoing personality and eagerness to help, this in turn develops into long term customer relationships.
I visited Guy Salmon Stockport on the 12th March for an oil change. The service is always impeccable. I was met by Jeremy who went above and beyond. Always a great service. Received impeccable service from start to finish. Jeremy is a credit to the team and was extremely helpful. Great experience!
– Annonymous
Andy Penn (right), Service Manager, congratulating Matthew Leek.
Award Nominee, March 2021
Matt is our Making It Special nomination for March.
We have had several customers contact us with positive feedback for Matt, he always goes above and beyond what is required and exceeds customer expectations.
He recently helped a customer who had lost faith in the brand after a poor experience at another Retailer and they ended up leaving us with a smile and a 5 star review.
His colleagues also agree and have said how helpful he is at all times.
Well done Matt!
Essentially since the first phone call in the customer experience, led by Matt, has been second to none. I had a few issues for the team to look into and Matt owned the situation and kept me fully up to date at all times – I never for one moment felt like things were in the air. I felt it was above and beyond what would normally be expected, and I really appreciated him listening to my problems from a technical and service delivery level and making me feel looked after.Absolute 5 star feedback from my side and my faith has been restored in the service and the brand.
– Chris Page
Sophie Payne (right), Contact Centre Supervisor, congratulating Ellee Gutteridge.
Award Nominee, March 2021
Ellee is nominated for March’s Making It Special as when she spoke to Mr Wigglesworth to book his car in for work that was required he shared that recently he had lost his beloved dog Carly. Ellee could relate to this as her own dog was poorly, not only did she display an immense amount of empathy towards Mr Wigglesworth’s situation but Ellee also decided to go one step further and ordered Mr Wigglesworth something meaningful to keep in memory of Carly. Ellee ordered Mr Wigglesworth a key ring with the initial “C” on it and sent this to him in the post. Mr Wigglesworth was delighted on receiving this and personally thanked Ellee for the gesture. He advised that he had already placed the key ring in his office and that the gift would be a constant reminder of Carly’s memory.
Paul Williams (right), Managing Director , congratulating CHRIS GLEW.
Award Nominee, March 2021
Saving The Day Customer Service At It’s Best!
First and foremost, I would like to take this opportunity to thank Chris Glew and Nathan Dawson at Guy Salmon Land Rover in Wakefield. When my Range Rover Sport engine seized on the 17th February 2021, I lost the will to live considering how much it would cost me to get a new engine. My HEART was beating fast than during my first engagement with the enemy in Iraq in 2003. I called the garage who sold the vehicle to me who only offered me sweet words and baseless promise. They kept my vehicle for exactly 4 weeks before they were able to tell me what had happened to my car. I decided to call Chris Glew and explain the matter to him. He took his time and listened to my problems and was very frank with me throughout our conversation. He promised to call me back after speaking with his boss (Nathan Dawson). This he did and again offer me various option which puts my mind at ease. My vehicle is now on track to be on the road and only god knows how I feel right now. These two individuals are at the TOP of the range in their professionalism. Their ability to be Frank with customers, yet offering unwavering support is what separates them from everyone else. They are a great asset to Guy Salmon Land Rover and I would not hesitate to recommend anyone who may require their service and you will never regret it. Their kindliness and professionalism is unmatchable. Thank you very much guys and above is a well deserved 5 ***** rating.
– Mr Alex Gomez
Mike Tyson (right), Head of Business, congratulating Chris Dwyer.
Award Nominee, March 2021
Guy Salmon Sheffield recently suffered a break in which resulted in 200 sets of keys being stolen, 60 of these were for sold vehicles ready for delivery to customers.
Chris has worked tirelessly with his team of people to ensure that the 60 sold vehicles were prioritised yet the work has not been straight forward and at times Chris has had to use his own ingenuity to work around the problems presented re-coding keys etc.
He has done an amazing job, all our customers have now taken delivery of their vehicles, and Chris is also working through many stock vehicles with stolen keys. Throughout the month of March, nothing has been too much trouble for Chris and he has done anything asked of him.
Chris, thank you for all your hard work and patience in what has been an extremely difficult month!
Darrell Jones (left), Head of Business, congratulating John Marsh.
Award Nominee, March 2021
John was nominated for March’s Making It Special for his over budget performance for the month and year to date result.
In March John doubled his monthly budget and was £12K better than YTD budget, John was mentioned in a number of customer reviews in the same month.
Well done on this great performance!
5 stars: Excellent 15 Mar 2021 Hassle free car purchase. John Marsh has helped us find cars for many years now, I think we may now be record holders for his longest customers! Yet again he came up trumps, we set a challenge! 'A second hand Golf R estate please this time John, he laughed, no way' but he got us what we wanted, almost in the price bracket we needed and in the timescales given, what a star. With covid we thought it would be a trial to sort out and get a car but the garage made it easy to deal with and hassle free. Mr Blount is VERY VERY PLEASED with his new toy and Mrs Blount is happy that there is space in the boot! Thank you again John and Sytner.
– Mr Ian Blount
Beth Tyler-Smith (left), Customer Service Manager, congratulating Lil Gates.
Award Nominee, March 2021
Lil Gates AKA Lillian
Is an amazing member of the Service team, she particularly stood out during the month of March for all the extra hard work she put in.
She is new to the Service team and during very short staff periods Lil would jump in and help see customers in and out and nothing is ever too much to ask.
She was thrown in the deep end one day and asked to be a Service advisor and Lil managed to get an amazing 3 gold stars that went into the month just from that one day as a Service Advisor.
She helps with all areas of the business, the sales team ask her to look into sales queries or issues, which she is always happy to do, and any complaints Lil will own and ensure they get resolved.
She is an excellent member of the team and the best part is that you always get Service with a Smile!
Great Job Lil!
Matt Chipper (left), Aftersales Manager, congratulating Nathan Jackson.
Award Nominee, March 2021
Nathan Jackson has been nominated for Making It Special.
One of our customers was travelling some distance to collect his new car. He was due to be with us at 6pm. Just before he arrived we discovered a split on the centre of the tyre of his new car which was down to cords and potentially dangerous to drive. We called the customer, he was already on his way to us, and if he were to turn around and go home, it would have meant he could not pick his new car up for another week or so due to work commitments.
We managed to find a tyre but the workshop had closed for the day. Nathan however had not gone home yet and offered to stay late to change the tyre onto the customer’s new car so he could collect without delay. The customer was very grateful and it meant he could have his new car when agreed and as a business, we kept the deal in the month and quarter.
n/a (right), n/a, congratulating Kam Dubb, Ryan Appleby, Pablo Velasco, Jamie Hill,Luke Welling.
Award Nominee, March 2021
Due to some very last minute deliveries of vehicles from Jaguar Land Rover, Kam, Ryan, Pablo, Jamie and Luke took it upon themselves to get them all PDI one evening in March, which resulted in them staying very late at night to get them all finished.
These actions then allowed our Sales Department to be able to hand over their cars in time for the March registration and freeing up the workshop for more Service customers.
Ellie Bridgman (right), Service Reception Manager, congratulating Laurence Stephens.
Jaguar Land Rover South West London
Award Nominee, March 2021
Laurence has become an exceptionally valued member of the Service Team in a very short period of time.
He is leading the way in perfect 10 scores from customer surveys and his customers regularly find their way to post excellent feedback through Google and Trustpilot. Some of the phrases used to describe Laurence are ‘excellent, professional, friendly, prompt, perfect, engaging, slick.’ A perfect mix for an excellent Service Advisor.
We have a customer that travelled 44 miles to come and be served by Laurence rather than to use his local dealership 4 miles away!
Thank you and well done Laurence!
