Sytner JLRS Division
Malcolm Humphries (left), Service Manager, congratulating Seb Hall.
Award Nominee, April 2021
Our nomination for April’s Making it Special is Seb Hall, Service Advisor.
Oli received feedback from Luke at Jaguar Land Rover Executive Office recognising Seb for his great efforts in assisting with a challenging customer case. Seb had set out realistic expectations to the customer after parts were on back order for over a month. Once the parts had arrived Seb managed to turn around the work in a day, organised delivery of the car back to the customer directly and avoided any further upset for the customer.
An incredible example of under promising and over delivering, which meant the case for JLR could be closed with ease.
The customer was thrilled to have his car back for the weekend and Seb really did go the extra mile for him. It is always great to have feedback received via the brand!
Well done Seb!
Simon Crane (left), Head Of Business, congratulating Lewis Painter.
Award Nominee, April 2021
Lewis has been nominated by various colleagues for April’s Making it Special as he has gone above and beyond for our customers and colleagues. Lewis has helped with cleaning of vehicles when needed and delivering parts to customers out of hours, he has generally just helped when called upon! Well done Lewis.
Tony Williamson (left), Parts Manager, congratulating Darren Jennens.
Award Nominee, April 2021
Darren is our Making it Special nomination for April.
He really has gone over and above in recent months due to the busy department and whilst on annual leave, Darren cancelled the balance of his holiday at short notice to come in due to circumstances in the department.
He has also taken on extra responsibilities ensuring the Parts department runs smoothly and always has a positive attitude and a friendly approach.
Well done!
Mike Tyson (right), Head of Business, congratulating James Hird.
Award Nominee, April 2021
Following a break in at the dealership where all our vehicle keys were stolen which in turn caused the site to be paralyzed and also caused inconvenience to over 60 customers with sold cars on site at the time.
Without James’ organisation and commitment to the cause we would more than likely lost a number of those sales and led to unhappy customers. James worked tirelessly throughout to ensure the team were all kept up to date with parts on order and work in progress so we could keep customers abreast of the situation daily and give them accurate information.
Due to James’ outstanding efforts we didn’t lose a single sale and customers have taken delivery of all the vehicles that were impacted.
Thank you for all your hard work James, it really is appreciated!
Jason Emanuel (right), Managing Director, congratulating Jane Dunscombe.
Award Nominee, April 2021
We have nominated Jane Dunscombe for April’s Making it Special; Jane has taken to the new role of Customer Experience Manager really well. Previously Jane’s role was as a Part Time Receptionist and has taken the change in her stride and dealt with a multiple number of customer complaints/issues and does an amazing job dealing with some unhappy customers and has stopped numerous buy backs.
Jane works really well with all of the members of the team within the business along with Head office and the Manufacturer.
Jane has also had some lovely messages from customers thanking her for her help and understanding; she has also received positive feedback from LRFS on her handling of SQD complaints and stopped a number of buy backs.
Very worthy recommendation!
Alan Davis (right), Head of Business, congratulating Paul Shephard.
Award Nominee, April 2021
Paul Shepherd has been awarded April’s Making It Special for Maidstone as he has achieved what we thought was unachievable!!!
He has managed to reduce our Jaguar repair claim rate to an amazing “One Day”!!! The manufacturer allow us 20 days but these are far from needed for Paul bearing in mind that the one day also reflects weekends, so once our Technicians have made their final clocking, Paul is on it and entering the claim onto the WASP system! He certainly has a sting in his tail!!!
Well done Paul.
Liam Hayward (left), Customer Experience Manager, congratulating Callum Godfrey.
Award Nominee, April 2021
Callum is April’s Making It Special as he has done fantastic work this month by completing high-end jobs such as balance shafts and timing chains with over 100% efficiency, this is a great achievement.
This has enabled us to return more vehicles back to our customers in a quicker timescale.
Well done Callum!
Paul Williams (left), Managing Director , congratulating Michelle Ryman.
Award Nominee, April 2021
A very distraught customer Mrs Bell telephoned the dealership as she had broken down on a dual carriageway and was stranded in a dangerous position due to her brake calliper disengaging.
She had telephoned Land Rover Assist only to be told that she was no longer covered as her policy had only just ran out that week and unfortunately, they could not recover her.
Michelle came to the rescue, she calmed Mrs Bell down on the phone and told her to wait away from the vehicle, she then telephoned Land Rover Assist and requested them to recover the customer as she was a lady on her own and purely as a duty of care even if she wasn’t covered could they please arrange for her and her vehicle to be moved from the dual carriageway to a safe place.
She kept ringing the customer periodically until she was safely recovered into the dealership.
Mrs Bell was so grateful and on collection of her repaired vehicle had bought Michelle a little gift as a token of her thanks for helping her out of a very frightening situation.
Paolo Bragalone (left), New Car Sales Manager, congratulating Adele Chapman.
Jaguar Land Rover South West London
Award Nominee, April 2021
This month’s Making it Special winner is Adele Chapman. She was absolutely wonderful looking after one of our customers—Geri Winters. Mrs Winters has recently been widowed and her husband and her had been exceptionally loyal Jaguar customers of Thames Ditton.
Adele took the call from Mrs Winters who was beside herself as she never looked after these aspects of life and relied heavily on her husband to understand the ins and outs of buying and owning Jaguar cars.
He had purchased an I-Pace and set up the finance and then unexpectedly passed away. Geri rang in for support and guidance. Adele looked after Geri beautifully and guided her through the journey. Sometimes our job is not about the profit it is about doing something small to recognise when one of our customers is in a lot of pain. Thank you Adele.
