Sytner JLRS Division
Tom Booth (right), Used Car Sales Manager, congratulating Dave Stott.
Award Nominee, February 2021
We have nominated Dave Stott for February’s Employee of the Month because on his day off he heard that Tom Booth was alone at the dealership with no power and water – he made Tom a sandwich and a flask of coffee at home and drove to the dealership to give him the refreshments and allowed Tom to take a toilet break at Cottons!
I know a customer wasn’t delighted but he did delight Tom and make him feel part of a very special team!
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!
Mike Tyson (right), Head of Business, congratulating Darren Beecroft.
Award Nominee, February 2021
Darren has been essential in ensuring customers vehicles have been sanitised before collection, which makes customers confident to use the services we provide.
Darren has also been pivotal in helping everyone move into temporary workshops while our Dealership is fully refurbished and has generally been pulled from pillar to post by the majority of the Service department during February. He has never once complained and has also provided support throughout the retailer as well as his many other duties.
Thank you for all hard work Darren!
Gary Slater (right), General Sales Manager, congratulating Michael Mancini (Spike).
Award Nominee, February 2021
Spike is our Making it Special winner for February 2021 as he has transformed our used car pitch into what can be described as the best Jaguar used car pitch in the world! Even our compound would win awards – he has done this by working really hard and many steps of his Fitbit tracker and with his team. He has not only made it special for us, but the customers who drive away in our best in class Jaguar cars.
Alex Scott (right), Managing Director, congratulating Ayesha Akhter.
Award Nominee, January 2021
Ayesha is our Making it Special winner for January 2021.
Ayesha has been with us since October and has been instrumental in helping the Dealership Accountant close the Stratford-upon-Avon accounts as well as her Jaguar Coventry job. This has been done single handed in the office due to circumstances. She has brought laughter to the office even at the most pressured times and has made it special for the entire dealership teams.
Chelsea Pennington
Jaguar Land Rover Ascot Service Centre
Award Nominee, February 2021
Chelsea received 10 CLP responses last month, which was the highest in the business, and all were gold stars.
Chelsea builds genuine relationships with her customers which is why she has received the fantastic feedback below. With the amount of presents Chelsea receives from appreciative customers every day is Christmas day. This doesn’t happen by accident it is hard work and a genuine desire to do right by her customers. The 80% plus EVHC conversion goes hand in hand with the trust they place in her.
Mr Lazarou said Keep the same approach to perfection and Mr Goddard felt Chelsea provided great proactive support and communicated excellently.
–
Karen Woolls
Jaguar Land Rover Ascot Service Centre
Award Nominee, January 2021
Karen has been nominated for our January Making it Special award for her boundless energy and unwavering commitment to the company.
Karen epitomises everything we strive for in our colleague one team approach. Whether it be volunteering to be a first aider, taking on additional duties or working additional hours at short notice Karen takes it all in her stride.
Karen response is yes now what’s the question?
Ian Bennett (left), Head of Business, congratulating Rob Gicquel.
Award Nominee, February 2021
Rob has been nominated this month for ‘Making it Special’ following glowing feedback from a customer who spoke directly to Ian Bennett, Head of Business.
This customer is clearly an advocate of Rob and the way he has handled the situation. Though he has had two engines replaced, he is very open that without Rob’s care and attention he would not be driving a Land Rover now. His feedback really captures Rob’s ethos and the way he approaches his work.
Thank you for maintaining the consistency and energy you do Rob, a well-deserved recognition!
During our conversation in the dealership earlier this week, Alison and I promised that we'd drop you a line to formally capture our experience of Rob Gicquel's outstanding performance. As the Customer Service Agent who has looked after us since taking delivery of our Discovery in late 2017, Rob has skillfully managed the interface between us and Land Rover in the most upstanding and professional manner, obviously going that extra bit further in order to deliver the best possible client experience.With the mechanical reliability issues experienced during our ownership, which included most recently the trauma of a second new engine, a little over 12 months since the first, and a succession of largely inconclusive diagnostic workshop periods in between, many customers would surely have looked to alternative premium marques. It is without any doubt that Rob's persistence and determination to 'do-the-right-thing' by fighting for and winning our case with Land Rover that will retain us as Land Rover customers in the future, indeed Alison is keen on another Discovery! Alison and I have come to know Rob quite well over the last couple of years, even Rob now refers affectionately to our Discovery as 'Dave', it is really obvious that he takes immense pride in his work. Rob is a huge credit to your team, he is courteous, polite, never 'mansplains', communicates complexity with clarity, and demonstrates in every respect the very best qualities in customer service.Given the exceptional nature of Rob's customer service performance, it feels appropriate that this be brought to the attention of your Board of Directors, such that he can be appropriately recognized.Many thanks again and kind regardsGavin & Alison Edward
– Mr and Mrs Edward
Kevin Harris (left), Sales Manager, congratulating Kamran Khan.
Award Nominee, February 2021
Our ‘Making it Special’ goes to Kamran who has recently joined us at Select Leicester; he has delivered an exceptional Sales performance already, with 13 cars sold and a closing ratio of 29%.
Kamran is also embracing the CITNOW technology, with him sending out 34 in response to new enquiries, which we are sure has assisted his impressive closing rate.
He has made sure that his paperwork is accurate and completed, adapting to Digi file in a brilliant manner, which has led to seamless deliveries in his first two months.
We have received some positive customer reviews for him.
I purchased a car from here last December. It was all done remotely. I received a personalised video minutes after leaving the initial phone call. The trade in price I got for my car was much better than other places had offered. Kamran was great to deal with at all times. Would definitely purchase again from here. Matthew
–
Paul Williams (left), Managing Director , congratulating Samantha Beighton.
Award Nominee, February 2021
Our ‘Making it Special Nomination’ is for Samantha, who in her role deals with lots of customers on a day to day basis, often being involved with customers who are not as happy as we would like them to be, situations Samantha works hard to resolve for the customer and us as a business.
Samantha consistently receives 5 Star customer feedback and commendations. Recently having been presented with a very tricky situation and still managing to receive the customer quote below we thought this was a well-deserved ‘Making It Special Nomination’.
Amazing feedback for a job well done!
I’ve given this a 5 star as the service I received from Samantha Beighton was second to none. After purchasing a Discovery Sport HSE I encountered a significant issue with the car but with Sam’s intervention, commitment and dedication professionally to me as a customer we were able to resolve the issue. Sam went above and beyond and for that I would definitely recommend using Guy Salmon Wakefield when purchasing a vehicle.
– Carla Williamson
Dave Poole (left), Parts Manager, congratulating Jack Gallagher.
Award Nominee, February 2021
His fellow team member Billy has nominated Jack; this is because as well as providing invaluable knowledge and support towards Billy’s apprenticeship within the Parts department, Jack will always go above and beyond for his customers.
For example, Jack delivered a part to a customer on his day off this Sunday. The part was due to be delivered on the Friday but due to an accident on the motorway, our driver was unable to reach the customer. Jack kindly offered to deliver the part to the customer’s house after finding out that the customer desperately needed it for 8 o’clock Monday morning. The customer said he was over the moon with the service Jack provided and would definitely be returning his business to us.
Alan Davis (right), Head of Business, congratulating Brandon Cheshire.
Award Nominee, February 2021
Helped a NHS Worker stuck in the snow.
I work for the NHS and this morning (16th Feb 2021) I became stuck in Bashford Barn Lane in Bredgar – Brandon who I understand works for your company kindly reversed my car a very long way so that I could go on a main route to ensure that not only was I safe but I could continue my journey and see my patients. Brandon was an absolute life saver and I really do not know what I would have done without him as I was sliding all over the small road and a car had been abandoned down a ditch on the road and a van had got stuck in the snow further up and was digging themselves out. I was near to tears and Brandon took control of my car, reversed it nearly half a mile and then walked back to his car. What a great asset to your team he is and nothing was too much trouble for him. Please let me know that he has been praised for his marvellous actions. Kind regards Tracy Jones Occupational Therapist/End Of Life Linkworker
– Tracy Jones
Glen Smith (left), Service Manager, congratulating Dave Pearce.
Jaguar Land Rover South West London
Award Nominee, February 2021
A member of the public was travelling past our dealership on the A316 and he had broken down in a precarious place.
Dave was leaving work and saw the situation, he stopped and offered to tow the gentleman to a safe place to be able to get the support he needed. The member of the public was so overwhelmed with the support that they felt it appropriate to post a glorious five star review to recognise this effort.
I owe a big thank you to the GS staff member who rescued me today out of a dangerous situation on the A316.
– Mark Marston
Ian Bennett (right), Head of Business, congratulating Brittany Jeal.
Award Nominee, January 2021
During a routine pre-call, a customer asked Brittany for reassurance around COVID protocols. The customer had been shielding since last year as her husband has lung cancer. They only leave the house to go to hospital appointments and they were concerned about bringing their car to the dealership for its service, although this was the arrangement. To support this at risk customer Brittany then organised a colleague who lived nearby to collect the car, bring it in for its service and drop it back to them. This was something fairly simple but without Brittany sensing the customer’s anxiety and acting we wouldn’t have generated this incredible experience. The customers were really grateful for her kindness and empathy.
Alan Davis (left), Head of Business, congratulating Sally Gollop.
Award Nominee, January 2021
The enthusiasm Sally has brought to the H&S Role, and the speed with which she has adapted the system to ‘own it’ has definitely ‘Made it Special’ for the team here in Jaguar Maidstone. I think she has done more in a few weeks than we have managed to achieve in the past year and by her willpower has managed to gain some serious traction in ‘engagement’ from plenty of team members.
Beth Tyler-Smith (left), Customer Service Manager, congratulating Jon Burgess.
Award Nominee, January 2021
We have nominated Jon Burgess our Service delivery driver as he is always willing to help and go out of his way to help others. As well as delivering customers cars and making sure that they are sanitized and safe for the staff and customers, Jon has been helping out in the Parts Department. Nothing is ever too much trouble for Jon and we have had great feedback from the Trade customers to say how happy they are to get a quick and friendly delivery.
Simon Crane (left), Head of Business, congratulating Emma Cole.
Award Nominee, January 2021
I would like to nominate Emma Cole for her sterling work and effort during and after our move.
Along with making the dealership look fab she has also kept us all safe interpreting the COVID/Project Phoenix guidelines, taking on the Health and Safety of 120 people. She has kept an eye on the details with Simon and Pritesh making sure all the last little bits of the build were sorted!
Paul Williams (right), Managng Director, congratulating Stuart Murray.
Award Nominee, January 2021
A double celebration for the month of January 2021 for Stuart Murray. He celebrated his 10 year work anniversary and was also nominated unanimously for Making It Special by his colleagues. Unexpected wintry conditions over the week prompted Stuart to assist clearing the dealership site for customers and staff alike. For 2 days solid, Stuart kept the site clear and safe, helped passing motorists who were stuck in the snow on their way. In one day alone Stuart covered a staggering 30,000 steps, never once complaining in the bitterly cold weather. Well done Stuart -very well deserved!
Mike Tyson (right), Head of Business, congratulating Josh Walker.
Award Nominee, January 2021
Josh is always one of our best performing Sales Executives and consistently receives 5* Google & Trustpilot reviews. Many of these reviews show that Josh goes above and beyond to ensure total customer satisfaction especially in current times where we are not able to provide a full sales and handover experience.
Well Done Josh!
Garry Winckley (left), Head of Aftersales, congratulating Ellie Bridgman.
Jaguar Land Rover South West London
Award Nominee, January 2021
A customer wrote in via email to Ellie to thank her. Ellie went above and beyond to delight this customer and many others. She definitely has the “own it, solve it” mentality.
