Sytner JLRS Division
Tom Booth (right), Used Car Sales Manager, congratulating Craig Dendy.
Award Nominee, August 2021
We have nominate Craig Dendy for August’s Employee of the Month.
Craig had a handover on the last day of the month, the latest V5 had not been taken in at the Porsche dealer who had brought the car into stock. To save the customer having to go away and collect on another day when we had the V5, he phoned the DVLA and arranged to tax the car at the post office. He then paid for 6 months tax out of his own money to enable the car to be taxed and registered and allow the customer to take delivery of their car.
Craig may not be able to afford to eat tonight after paying out over £260 to help our customer but the customer is happy and that’s all that matters!
Thank you Craig.
James Grice (right), Service Manager, congratulating Lorraine Hasty.
Award Nominee, August 2021
Lorraine Hasty is our Making it Special nomination for August.
Lorraine at a moment’s notice has covered reception, she had all incoming calls diverted to her phone and did a great job managing the calls alongside her own role.
Lorraine has also been proactive and given our Used Car Sales Manager two leads where customers have been looking to sell their cars.
In addition to that Lorraine has called complaint customers and dealt with booking in delay issues really well.
Well done Lorraine!
Marley-Dee Joseph (right), Dealership Accountant, congratulating Kelly Pullin.
Award Nominee, August 2021
Kelly is the definition of a team player, she often goes above and beyond to support her team and the wider dealership. Her dedication and motivation to providing the best customer experience is inspiring. She is always willing to step up, provide cover for colleagues and exceed expectations. The last couple of weeks have been particularly challenging for the Host team and we wouldn’t have been able to succeed as well as we have without Kelly.
Alan Davis (right), Head of Business, congratulating Jim Wicks.
Award Nominee, August 2021
John Wicks our longest serving colleague continues to keep our Land Rover warranty claiming systems in tiptop order which is often being complemented by Neil Hannan for his controls along with our Land Rover Health & Safety processes, again working closely with Sian.
His attention to detail, common sense and management of expenses makes him very worthy of our nomination for August. Well done Jim!
Matthew Welch (right), Head of Sales, congratulating Paul Goode.
Award Nominee, August 2021
Paul has recently completed the coast to coast challenge, which he did on his only day off that week. He raised £500 for Acorns children hospital and the challenge took him all day whilst raising money for a good cause.
We felt this was a great achievement and worth recognizing the effort taken on a day off to do an amazing thing for charity.
PAUL WILLIAMS (right), MANAGING DIRECTOR, congratulating Chris Addle and Matthew Summersgill.
Award Nominee, August 2021
A double nomination for Wakefield prompted by a customer commendation new starter Matthew Summersgill – Service Advisor and Chris Addle – Workshop Quality Controller went out of their way to make this customer reassured and happy once again with their vehicle, well done guys!
I had taken my Evoque into Guy Salmon at Wakefield because of the poor performance of my car and what we thought was the turbo after looking it up on youtube and speaking to others about it. We had Matthew, Service Advisor to ensure us that they would look into this problem by running a diagnostic test and taking the car out test drive. Matthew was very friendly and professional in making sure this problem would get sorted and asked a couple of work colleagues to listen and notice the problem. At first this wasn't noticed by the test drives but he didn't give up and then asked Chris their expert Mechanic to come out with myself to see if we could find the problem together. Chris was brilliant with myself and made me feel confident by being patient with me and taking over the driving as I was a little nervous driving on motorways due to a back injury and confidence lost. Chris noticed the problem with the car pretty much instantly and explained what it was and why it was doing it and that it can be fixed with no problem, he also gave a detailed explanation to my Husband and myself. Once back Chris and Matthew wrote a detailed quote for us to send to the warranty company. The service from Guy Salmon was brilliant and I would definitely recommend them to anyone. Thank you so much for your patience and expertise. Mrs Lisa Jane Collins
– Mrs Lisa Jane Collins
Ian Bennett (left), Head of Business, congratulating Rob Gicquel.
Award Nominee, August 2021
Rob has been acknowledged by his customers regularly for the fantastic experience he delivers.
The following feedback we have received from a delighted customer says it all.
Well done Rob for Making it Special!
I cannot commend Rob Gicquel enough for the truly pleasant and most professional customer service which I received during my recent car repair. I unfortunately already had a poor experience with another local JLR dealership only a couple of weeks prior to bringing my car to Guy Salmon Portsmouth. That dealership had failed to fully fix a fault that my 2019 Velar had developed, despite having the car in their possession for several weeks. The staff there were utterly inattentive. It was therefore such a relief to speak to Rob and for him to actually listen to and understand my needs and concerns. The car was fully investigated and fixed in a matter of days, with Rob compiling a thorough report of the work undertaken. Rob's level of customer service skills goes far beyond what can be taught, he is clearly a natural in his role and is an absolute asset to your company. As a direct result of Rob's meticulous and comprehensive approach to work, as well as his empathetic nature, I will certainly be a returning customer to Guy Salmon Portsmouth; even though you aren't the closest dealership to me.
– Nic Smith
Wendy Beatty (left), Head of Customer Service, congratulating Katie Edmonds.
Jaguar Land Rover South West London
Award Nominee, August 2021
Katie Edmonds has been recognised for our Making it special award for August 2021. She was nominated by the Host team. One of our customers came in with her husband partaking in the delight of our ‘while you wait’ service. The lady had recently been having chemotherapy treatment and had commented to Katie that this was why she had no hair. Katie took the time to sit with her and have a long chat, when she carried out a little Miss Marple activity and found out she worked in a local school. As the customer has been vulnerable during the Covid pandemic she had to be away from the school for quite a while. Katie made a point of making a note of the school and that she was returning this week. She has gone out of her way to go and delivered some flowers to the school. We think this is a beautiful gesture and reflects what a compassionate person she is. She carried all of this out in her own time and really went out of her way to make someone’s day and to make them feel so special. Thank you Katie, we are delighted you are part of our team.
