Sytner JLRS Division
Dave Stott (left), Sales Controller, congratulating Craig Humphries.
Award Nominee, September 2021
We would like to nominate Craig Humphries for August’s Employee of the Month.
Mr Rose collected his new vehicle only last week and unfortunately it broke down today. Mr Rose called Land Rover Assist this morning and was told he was going to have to wait for 5 hours which was going to cause Mr Rose an issue as he had a very important meeting to go to. Craig took a loan car to Mr Rose and took it on himself to wait with the broken down vehicle until Land Rover Assist recovered the car. This then allowed the customer to get on with his day and went a long way to making the very best of a bad situation.
Really well done Craig.
PAUL SMITH (left), HEAD OF AFTERSALES, congratulating Paul Howden.
Award Nominee, September 2021
One of our customers, Mrs Thomson Parkin had booked a waiting service appointment at the dealership. With her son being autistic she was very conscious he would not want to wait inside and become agitated. Quick thinking Paul suggested the park which is just a few yards down the road to entertain her son whilst her car was in the workshop Mrs Thompson Parkin thought it was a wonderful idea. Whilst they were away Paul took it upon himself to make their visit extra special by purchasing a remote control car from our Parts Department to give to the little boy when he came back. Due to his autism Paul wanted to make sure the car worked immediately for him to prevent him from becoming upset, so he shot off to the local shop to buy batteries in preparation. On Mrs Thompson Parkin’s return Paul presented the car to the little boy and WOW he was thrilled. Mrs Thompson Parkin was so moved by Paul’s generosity she became very emotional and said she was extremely grateful for all of the team for being so kind it had made their day. Well done Paul for thinking outside the box!
Ian Bennett (right), Head of Business, congratulating Anthony Cronk.
Award Nominee, September 2021
Anthony’s customers’ daughter was inquisitive about how the tyres on the cars were put on, were they glued on? He did his best to explain to her and after her visit, he did a CITNOW video in the workshop of the tyres being changed on a vehicle and sent it to his customer so her daughter could visualise his explanation.
The customer was delighted at the personalised customer experience she received from Anthony and the lasting impression it made on her daughter. Well done Anthony!
Alan Davis (left), Head of Business, congratulating Gemma Smith.
Award Nominee, September 2021
We have nominated Gemma for our Employee of September for “Making it Special” based on her recent responses of “Voice of the Customer”!
Along with some wonderful and amazing comments from customers, she also had a Mrs Williams who was so delighted with the level of service provided she arrived with a massive bunch of flowers for Gemma to say thank you.
Gemma is very passionate about delivering outstanding customer service in a tough and challenging environment. Well done and well deserved Gemma!
CommentNPS - Why Do You Say That?I walked into Guy Salmon with so many issues wrong with my car. However, this did not deter the Service Consultant from ensuring that all my problems were resolved. I left the dealership with complete satisfaction as my car was restored to perfection. Service Advisor Recommendation - Why Do You Say That Gemma Smith was absolutely brilliant. I literally had so many items on my to do to list but Gemma listened, took photos and got the Technician to resolve them all. I was also kept informed at every stage of the way. I am highly impressed by her quality of service and would recommend her to friends and family. Service Mentioned Other Person Details Gemma Smith is a very remarkable lady with an attention to detail. She went above and beyond in every way. I am a very satisfied customer. CommentNPS - Why Do You Say That? Excellent service Service Advisor Recommendation - Why Do You Say That Nothing more to say Service Mentioned Other Person Details Gemma. Excellent member of your staff who kept me informed regarding the progress of the service of the car. 11/10.
– Mrs Williams
Andrew Meads (right), Parts Manager, congratulating Derek Tweedie.
Award Nominee, September 2021
Derek did a fantastic job on a Saturday afternoon, out of hours, when delivering some wheels to a customer.
He could see the customer was an elderly gentleman and decided to make sure that he took the wheels up to his garage and stored them for him to avoid him struggling.
He then received a lovely email of thanks for his attitude.
Morning Mark, thanks again for arranging the wheel delivery for me, the Driver was very friendly and helpful, he even helped me stack them, I am very grateful. Can I ask if you know the weight of one of the wheels please as the courier always ask for this, thanks very much again, John Wilkinson
– John Wilkinson
Gary Slater (right), Head of Sales, congratulating Justin Defaye.
Award Nominee, September 2021
Justin Defaye is our Making it Special winner for September and here are the reasons why:
Justin has on a number of occasions gone over and above his duties by taking the time out of his day to speak with customers before the vehicle repair to understand what, why and how the fault has appeared on their vehicle.
He then keeps the customers updated throughout the repair via various media forms, finally concluding with a conversation with the customers as to the rectification work that he has carried out in great detail.
This approach from Justin has given our customers the wow factor, made them feel extremely special and turned what could have been the customers final visit to the dealership into hopefully many more purchases and service bookings.
Samuel McCann (right), Body Shop Estimator, congratulating Curtis Granidson.
Award Nominee, September 2021
This was another colleague who nominated Curtis.
I would just like to make note of some great work from Curtis in our cosmetics bay.
Curtis worked on a set of wheels yesterday under a strict time limit and to a great standard.
He forfeited his lunch break to make sure all efforts were made to complete the job and I wanted to confirm how appreciative I am for his efforts, so that our customer could take delivery of their new vehicle.
Simon Crane (right), Head Of Business, congratulating Nick Calvey.
Award Nominee, September 2021
One of our customers took the time to write to Simon Crane (Head of Business) with the below letter. Well done Nick for exceptional customer care!
I always believe in ‘shouting from the rooftops’ when someone goes over and above their duty and you have two guys who really saved the day for us a couple of weeks ago. My youngest son Josh called in at home, on his way up from Devon, on Saturday 4 September and I noticed his rear wheel was covered in what looked like oil but turned out to be axle grease. He was due to drive to Liverpool the following day and then on the Monday up to the Isle of Skye and then the island of North Uist. Clearly he wasn’t going anywhere. I rang your Service department (bear in mind it was Saturday afternoon) expecting to be told that there was nothing to be done until the car could be booked in etc. Fortunately Luke Sutton answered the phone and, on hearing Josh’s predicament, told us to get there as soon as possible. We arrived to find him waiting for us – he took the car to Nick Calvey who had a brief look, diagnosed the issue and then came to see us. He clearly explained what was wrong and what was needed. He said to leave the car with him as he should be able to sort it. We went off for a coffee and a sandwich next door. Twenty minutes later Luke rang to say it was all sorted but they needed to let the sealant set over the rest of the weekend. He told us we could collect the car on the Monday morning as early as we liked. We collected the car at 8:15am on Monday 6 September and the work had been done…..and the car had even been washed!! That is extraordinary service. They could both have said that it was too short notice, there were people in the queue in front of us and that the servicing lead-time was four weeks, etc. Instead they went out of their way to help Josh. That is perfect exemplary service.
– Mr W of Clifton
Ashley Southam (left), Used Car Sales Manager, congratulating Suki Gill.
Jaguar Land Rover South West London
Award Nominee, September 2021
This month we would like to celebrate Suki Gill. As a Sales Executive he has been instrumental in driving in excellent reviews into the Sytner website and Five Star Google and Trustpilot ratings.
We have even had customers writing in as they have been so pleased with the level of service offered by Suki. Some of the quotes from customers were: “Suki was a real pleasure to deal with,” “Suki Gill … was very knowledgeable, honest and responsive,” “exceptional level of service,” “friendly, courteous and professional.”
Thank you so much Suki for this Rockstar approach to delivering an excellent level of service that is clearly natural to you. You have been flexible and adaptable to the needs of our ever-changing customer base. Well done Suki and THANK YOU …
