Sytner JLRS Division
Anthony Neary (right), Service Manager, congratulating Ruth Humphries.
Award Nominee, June 2021
We have nominated Ruth for June’s Employee of the Month for delighting a customer who she rescued.
The customer left their car with us for a service and decided to walk into Knutsford and then into Tatton Park. When Ruth rang to say the car was ready, they had no idea where they were in Tatton Park and it was miles back to the Entrance, in the customers words ‘his wife had very inappropriate footwear on!’ and they couldn’t get back to us.
So Ruth checked the Tatton map and tried to figure out where they were and guided them to the farm which comes out on the Tatton Mile, then drove there to pick them up. Ruth found the customer and his wife who was walking down the main road in her bare feet!
Nick Moore (left), General Sales Manager, congratulating Lorna Burton.
Award Nominee, May 2021
We have nominated Lorna Burton for May’s Employee of the Month due to her commitment to the company, even on her days off she doesn’t think twice about coming in to help us when in need.
It was a Sunday and with no one available on call out to come and fix the handover bay electric doors as they were stuck open, Lorna came to the rescue with her husband to help us fix the shutter doors.
Thank you Lorna!
Andy Penn (right), Service Manager, congratulating Paul Leek.
Award Nominee, June 2021
Paul has been under pressure over the past few months with issues surrounding EV breakdowns and most recently taking on the largest engine rebuild we have ever had. This repair was made more difficult due to receiving the challenge half way through the repair due to a colleague leaving. Paul’s attitude and determination to get through all the issue cars with a smile on his face, which certainly helped, repatriate customer vehicles back to them in a swift manner.
Well done Paul!
Simon Crane (right), Head Of Business, congratulating Lewis Painter.
Award Nominee, June 2021
Lewis is June’s nomination for Making It Special after a customer emailed the retailer regarding the excellent service and support they had received from Lewis after they had a fault with their recently purchased used XF Sportbrake. Amazing feedback, well done Lewis!
The customer service at this dealership is incredible. we had a fault with our used XF Sportbrake which we took home last week, I phoned them at 5.50pm and Lewis stayed late to sort out someone coming to take a look at the car, even though we live 90 miles away from the dealership. When the recovery guy couldn't fix the car, he phoned me straight away in the morning to arrange for the car to be collected and taken back to the dealership. He also organised a really nice hire car and I had it on my driveway that day. This was on Friday, we have the car back with us today all fixed (Tuesday). They even filled the car up with a whole tank of fuel and have sent my kids a little something in the post! Honestly can't fault them, especially Lewis who even gave me his email address so I could contact him over the weekend on his days off if I needed to. Thank you Lewis, we love our new car and you have been totally fantastic throughout.
– Rosie Jones
Rob Adkins
Award Nominee, June 2021
Each year, Rob and his family take a day to fundraise for a different charity. This year they chose the Heart Centre at Northampton General Hospital who have looked after loved ones of theirs and ours over the years.
The Adkin’s family conducted a raffle, provided afternoon tea in the garden serving over 90 tea’s and a further 80 were collected and delivered – all COVID safe of course! In total the Adkin’s were delighted to celebrate that they raised £3,200.00 in total – absolutely amazing efforts and dedication. Even a member of our team at Northampton won a prize on the raffle!
The hard work and dedication of Rob and his family meant they could raise such a fantastic amount and the team here very much look forward to supporting the family year after year with their fundraising.
Rob has also been a huge part in our move to our new site. Rob has dressed the showroom displays, helped the Customer Experience Manager dressing shelves in the handover bays along with the barista bar. During this period, he has always been a positive and happy face over what has been a VERY busy week for everyone.
Rob’s consistent can do attitude and humble helpfulness is something that the whole team at JLR Northampton appreciate. Thank you Rob.
PAUL WILLIAMS (right), MANAGING DIRECTOR, congratulating Michelle Ryman.
Award Nominee, June 2021
Michelle is always showing her caring side to both customers and colleagues alike but in this instance, we thought it was extra special.
Michelle had learned that a customer had purchased a new vehicle and was due to collect. The customer in question had recently lost his wife to breast cancer leaving him with two teenage girls to look after. Michelle thought it would be a nice idea to arrange small pink peony hand tied bouquets with pink satin ribbons for both girls. This act of kindness went so much further as it was more than just selling a car as when we followed up with the customer to ask if everything was okay, he said it was the only thing he has connected on with his daughter’s since losing his wife in April, the fact they had shown any excitement or emotion, he was just made up.
Truly an inspiring Making It Special Michelle well done!
Alan Davies (left), Head of Business, congratulating Joshua Fisher.
Award Nominee, June 2021
Joshua has recently passed all the modules to qualify as a Jaguar Master Technician which given the challenges around Covid and virtual learning, this is an excellent achievement.
He has shown a real positive attitude and eagerness to learn both during his apprenticeship and now as he continues to develop his technical skills!
Well-done Josh and here’s to becoming a Master Tech for the future.
Janet O'Donnell (left), Accountant, congratulating Debbie Hughes.
Award Nominee, June 2021
Debbie for the past 8 months has supported the business with implementing our Project Phoenix. She has been in the business at 7.00am every working day during this period taking a record of all the staff temperatures along with keeping a log for the business to refer to, this support has been invaluable to us. Thank you Debbie!
Alex Scott (right), Franchise Director, congratulating Peter Rozario.
Jaguar Land Rover South West London
Award Nominee, June 2021
Peter is our deserved winner of Making it Special for June.
He alone has received 13 Top Scores for the Voice of the Customer and has taken over the While you Wait Customer role and is delighting each and every customer.
Mr Hicks wrote in to recognise Peter for how he was treated on his recent visit – well done and thank you Peter.
I wanted to share some feedback regarding my experience with Guy Salmon and your colleague Peter. I met Peter a few months ago and he is without doubt one of the most personable and professional people that I have dealt with since I bought my first Range Rover 11 years ago. I have had a few schedule services with my car recently and I have to say, Peter has been brilliant at keeping me informed, always available to speak to and very prompt to any requests. He is an excellent ambassador of your company LR brand - a real asset to your business!
– Mr Hicks
Darrell Jones (left), Head of Business, congratulating Porchia Lee.
Award Nominee, May 2021
Porchia joined us at the beginning of March as our New Centre Host and our dealership Health & Safety Coordinator, so from day one she was in at the deep end, she got stuck in straight away, completing all her Sytner e-Learning courses and even attended a group zoom course for Centre Hosts as well.
She was nominated for all the hard work she put in to complete her online Health & Safety course and to clear all previous outstanding H&S issues raised from
our previous audit while understanding and learning the role at the same time. Porchia is showing all the attributes that we look for in a Sytner team player.
Well done Porchia and keep up the good work.
Ian Bennett (right), Head of Business, congratulating Mark Oldrey.
Award Nominee, May 2021
Mrs Harding called the business in April advising her husband had passed and that she was having difficulty in retaining his private number plate on the Velar he owned. She advised the car had been sold but wanted to keep the number plate but in her emotional state was unable to complete it herself.
Mark Oldrey stepped in and completed the retention on the DVLA website with the customer and made sure she was happy and comfortable with the process.
Mrs Harding called again at the end of May again in a large amount of distress over the DVLA’s process of transferring and taxing her current car Evoque, Mark stepped in again and arranged for Mrs Harding to email a copy of the paperwork she had received from the DVLA across so we could help her. Mark arranged for the car her daughter was currently driving to be taxed as the DVLA had un-taxed the car and eliminated her fears and concerns over being fined or the car taken off her.
Great work by Mark looking after this customer in a time when she was particularly upset.
Reuben Marechal (right), Land Rover New Car Sales Manager, congratulating Jodie Mills.
Award Nominee, May 2021
Jodie has been nominated by our New Car Sales Manager.
“Today has been one of several Saturdays where she’s logged on from home on her day off to invoice and register vehicles when documents haven’t been forthcoming.
For me this is over and above the call of duty and without this effort we would have many dissatisfied customers who couldn’t have collected their cars on schedule.”
Jodie is someone the whole team and department can rely on to constantly put the needs of the business and the satisfaction of our customers first. Thank you Jodie!
Alan Davis (left), Head of Business, congratulating Keith Batters.
Award Nominee, May 2021
Its gives me great delight to announce Keith as our “Employee of the Month for May”! Many congratulations Keith and well deserved.
This is for embracing the change to Digi-Files though we are still on a journey, thank you for your continual support.
Alan Brown
Jaguar Land Rover Ascot Service Centre
Award Nominee, May 2021
Alan Brown was driving to work using his normal route which includes the A3095 Crowthorne Road near Bracknell.
Directly in front of him was an articulated lorry which, without warning, turned sharp right across the oncoming carriageway into a wooded area.
The trailer of the lorry was still across the road which caused a multi car pile up including 4 cars a tractor and a HGV vehicle.
Without hesitation Alan left his car and ran to the Lorry driver’s assistance. On route he found an elderly man trapped in his car. Alan returned to his car and collected a bar and hammer from his tool box. Using the tools he forced the door open and the grateful occupant said he was fine so Alan moved on to the lorry driver.
Finding the lorry cab pinned between two trees and unable to open the doors he smashed the driver’s window with a hammer and found the stricken lorry driver in the cab.
As he climbed into the cab a paramedic arrived on the scene and asked Alan to stand aside. Unfortunately the paramedics’ attempts to resuscitate the driver were unsuccessful.
Having checked if there was any more he could do and with the arrival of the emergency services Alan returned to his van and continued his drive to work.
PAUL WILLIAMS (left), MANAGING DIRECTOR, congratulating Kirsty Hudson.
Award Nominee, May 2021
Kirsty has a HUGE list of jobs she has to do on a daily basis, whether it is ordering cars, dealer transfers, IDT’s, getting packs ready, updating the stock list, the list is endless!!
This has also been impacted even more so with May being one of the dealerships biggest and busiest months on record, we think this is nothing short of heroic the way Kirsty has dealt with it. The Sales team nominated her as she is always happy to assist with a big smile on her face and we definitely think this is a worthy nomination for Making It Special.
Neil Sidebottom
Award Nominee, May 2021
We are nominating Neil Sidebottom for May’s Making it Special.
Neil gave up his own time in the sunshine last week to help Cynthia Spencer fundraising in Northampton.
At Northampton, we work with Cynthia Spencer on a number of occasions supporting the local Hospice charity. Cynthia Spencer provide a range of different care to those with life limiting illnesses. We fundraise for the charity and are recognised as one of the many local companies they work with to assist with the running costs of the hospital.
Neil truly has a good heart to give up his day off to work with the carers to support in fundraising. A true act of selflessness from Neil, which we recognise as really making it special.
Well done Neil!
Andrew Meads (right), Parts Manager, congratulating Mark Poulton.
Award Nominee, May 2021
Mark is our Making it Special for May as he has been superb in organising special builds of the Defender 110 and 90 models, getting them looking spectacular for display on the front of the business.
These displays look amazing and have prompted an upsell in these vehicles along with increased customer satisfaction with how the cars look after order, this was only possible through Mark’s endeavour to make the process easy and following through to completion.
Ellie Bridgman (right), Service Reception Manager, congratulating Lauren Eacott.
Jaguar Land Rover South West London
Award Nominee, May 2021
This month’s worthy recipient of Making it Special is Lauren Eacott.
Lauren has worked so hard on two particular customer scenarios. Both by coincidence I-Pace customers – Mr Gamble and Mr Cocks.
Lauren has built up such a relationship with Mr and Mrs Gamble that they want to either recruit her into their company or adopt her! Two of their I-Paces have gone wrong and they have rejected both the cars. Only with Lauren’s help to keep them in brand have we ordered the third car – third time lucky!
Mr Cocks wrote in to Ellie and I unexpectedly to offer his feedback on Lauren’s professionalism and how she turned around a really difficult situation: “her conduct, compassion and customer service ethic was so good I had to let you know what a great member of staff you have. I had a very difficult consumer experience with my new I-Pace and a number of unfortunate oversights in trying to arrange a warranty call. Lauren’s help and support was impeccable. She was understanding and empathetic in all occasions and worked tirelessly to ensure the situation was put right”
Great efforts Lauren, thank you.
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.
