Sytner JLRS Division
Helen Rabjohn (right), Reception/Host Manager, congratulating Nicole Cooper.
Award Nominee, December 2020December 2021
Nicole received a personalised card from a customer thanking her for her excellent service and the customer commented what a credit Nicole is to the business.
After the customer was made to feel unwelcome at another dealer she called in to Sheffield on the off chance and was delighted with the welcome and service she received.
Nicole must have made a wonderful impression as the customer to not only remembered her name but went out of their way to post a special card to her.
Well done Nicole!
Brian Bannister (right), Aftersales Manager, congratulating Geoff Meakes.
Award Nominee, December 2020December 2021
Over the Christmas period one of our customers experienced some issues with his vehicle and Mr Seddon was distraught at the thought of having no vehicle over the holidays.
At this point Geoff stepped up to organise a work around to get it completed in time and ensured the work was covered under warranty.
Well Done Geoff!
I want to say a big thank you to James Hird and Geoff Meakes, for the excellent speedy response to my vehicle breakdown over Christmas the car was fixed in record time and even valeted when I picked it up, so I think Sheffield Guy Salmon deserve a 5 star review.
– Mr Seddon
Alan Davis (left), Head of Business, congratulating Grant Whithead.
Award Nominee, December 2021
Semi- conductors doesn’t stop Grant from smashing his sales objective with an amazing 132 Used Land Rovers delivered during 2021!!!
An incredible achievement and worthy of our December nomination, well done Grant.
Samantha Leighton (left), Host Team, congratulating Claude Todoca.
Jaguar Land Rover South West London
Award Nominee, December 2021
I would like to let you know of an occasion when I feel Claude went above and beyond for one of our customers.
During the Christmas period on the 29th December I took a call from one of our customers, whom had broken down on the A316 MacDonald’s roundabout. She had had Land Rover Assist out to her earlier in the day and they had told her it was her key battery but they did not have one to replace.
She was very stressed as she had two young babies with her and was asking if there was anything we could do to help her. I called Claude to see if he was able to go out to her and try to save the day, which he did. Claude did just that and changed the battery for her and got her back on the road to which she was very grateful.
I feel Claude should be recognised for this, going out of his way to go above and beyond and give one of our customers a 5 star service in a very stressful situation.
James Hird (Centre) (right), Service Manager, congratulating Chris Dwyer & Paul Walker.
Award Nominee, November 2021
One Friday afternoon we had a customer’s vehicle in for service and the brakes failed during the inspection, we offered the customer a loan car but he explained that he was booked on a ferry to France on Saturday morning at 7am.
Both Chris and Paul offered to work over to complete the repair whilst the customer waited and the customer left highly satisfied that his trip had not been inconvenience and was keen to start his journey to the south coast.
Well done Chris and Paul for the going the extra mile!
PAUL WILLIAMS (right), MANAGING DIRECTOR, congratulating Rob Hallam.
Award Nominee, December 2021
Rob always goes that extra mile for his customers and in this instance we think he went that little bit further.
JLR Stockport contacted us as one of their customers had been having trouble with their vehicle and had been into their local dealership in Hull on a few occasions for their infotainment system fixing without success which was proving extremely exasperating for the customer.
As the customer had a young child Rob arranged for a courtesy vehicle for the customer to keep her mobile for the duration of the repair which was carried out successfully and as a special surprise for the customer a Land Rover Tricycle was awaiting for their little girl on collection of their vehicle.
The customer was absolutely blown away with the treatment she received and even took the time to write into JLR Stockport to thank them for suggesting coming to us.
Well done Rob fantastic customer service as always!
Good afternoon! You recently transferred us to the Wakefield Guy Salmon for the fixing of our media system after being let down by our local dealership. I would just like to thank you.A crushed wire was found behind the screen and replaced.The customer service as Wakefield Guy Salmon has been amazing and we really appreciate this being sorted to efficiently and quickly. Thankyou! Kirsten Render
– Mrs Kirsten Render
Emma Cole (left), Customer Realtions Manager, congratulating Philippa Sant.
Award Nominee, December 2021
These quotes are from 2 separate colleagues that Philippa has helped in the last month a very truly, well deserved Making it Special for customers and colleagues.
Myself and Mark found ourselves in a very difficult situation on Monday with me on holiday and Mark falling ill. Philippa stepped up and helped us by seeing in our customers, handing cars back and taking payments for the Body Shop whilst we were short on staff. Being located in a different department I think Philippa’s actions are a true sign of teamwork. Mark and I are truly thankful for her help.
I’d just like to make a note of the help Philippa has given me.
I have been having email dialog with a customer who is deaf, Philippa (who I found out can sign) has so very kindly signed a message to this customer. I believe this has really gone above and beyond what might ordinarily be expected, and will go a long way to us winning this customers business.
I would really appreciate it if there is some kind of thanks that can be given to Philippa for this?
Reuben Marechal (left), Land Rover New Car Sales Manager, congratulating Benjamin Jones.
Award Nominee, November 2021
Ben continuously goes above and beyond for our customers, most recently after finding out his customer was deaf/hard of hearing he arranged for another colleague who is able to use sign language to sign a CitNow video.
Ben also builds great rapport with his customers and receives comments such as “My sales consultant was very professional throughout (despite supporting different rugby clubs 🙂 ) I would definitely recommend Ben to friends and family.”
Andrew King (left), New Car Sales Manager, congratulating Charlotte Moore.
Award Nominee, November 2021
Charlotte has been nominated for November’s Making it Special as she has been instrumental in helping support the new Digital Executives for the JLR Division and has taken the time to go to each site to help train and guide them, some of this has been out of Charlotte’s shift pattern which has been greatly received by all. Great work Charlotte.
Matt Chipper (left), Aftersales Manager, congratulating Kelly Betts.
Award Nominee, November 2021
At Portsmouth we wanted to improve the standard of our Health and Safety files and review our processes to make sure we were more efficient. To do this we knew we needed some admin intervention. We asked one of our receptionists, Kelly Betts if she would like to get on board and help us. She has not only embraced the new role but taken it to another a level by creating spreadsheets, interacting with the workshop with the toolbox talks and engaging with the team to bring the Health and Safety to the forefront. She has an incredible can do attitude and has shown huge initiative in a variety of tasks outside of simple admin. She has been nominated this month for Making it Special for going above and beyond in her new role to keep us all safe.
Trevor Whale (left), Head of Business, congratulating Dyane Compass.
Award Nominee, November 2021
We are nominating Dyane for this November’s Making it Special award, with the relocation to the new site Dyane has had to be all things to Guy Salmon Northampton and host and facilitate several large Divisional and manufacturer meetings which takes a lot of planning. Dyane still finds the time to spend time with every colleague that needs a friendly ear and is a great support to the entire management team.
Alan Davis (right), Head of Business, congratulating Joshua Foreman.
Award Nominee, November 2021
Joshua Foreman has recently been promoted from our Land Rover Sales Driver to a Sales Preparation Assistant and during this newly appointed role found himself completely holding the fort by needing to cover colleague absence along with a new colleague joining the team.
During this time Josh completely raised his game, supported both our Sales Managers and Sales team with used car preparation and keeping the Land Rover forecourt full whilst the team continued to sell from stock. Given our Preparation Centre is further into the trading park, Josh smashed his 10,000 steps and a lot more everyday whatever the weather to keep the process moving!
Our recent CLP figures are all positive showing customers were totally unaware that Josh was acting like a swan!!!!
Colin Hopkins (right), Used Car Sales Manager, congratulating Sophie Lusk.
Award Nominee, November 2021
Our Making it Special nomination for November is Sophie Lusk.
Sophie has stepped her game up a level and has taken on more responsibilities within the department.
Sophie has also put a lot of time into ensuring a new colleague in the team has been trained on all of our systems and has been coaching her on the hand-over process and Digi-file system to ensure a smooth process for our customers.
Well done Sophie!
Ellie Bridgman (left), Service Reception Manager, congratulating Katie Mclean.
Jaguar Land Rover South West London
Award Nominee, November 2021
Congratulations to our super winner of Making it special for November. Katie is one of our fab Service Advisors that has had so many positive comments from customers that made her such an easy nomination. Customer have shown their appreciation through emails into the business, gold stars, presents and five star reviews. Some words that have been used to describe Katie are generous, nothing too much trouble, very helpful, impressed with level of service, great communication, an asset. Thank you so much Katie for all you do and well done
Gary Knott (left), Head of Sales, congratulating Christine Rose.
Award Nominee, October 2021
I just wanted to let you know some feedback one of my customer gave me on Saturday.
Miss Kearney came in on Saturday to see me and was greeted by Christine. When I sat down with her to start going through the car that we have been speaking about she mentioned how impressed she was with the customer service and greeting made by Christine. She has recently been getting terrible service with Nissan and said it was A breath of fresh air to be greeted in such a polite and professional manner
I thought this was brilliant and deserved a mention as the Receptionist and Host’s look after us as a team more than anybody.
Thanks Christine
When I sat down with her to start going through the car that we have been speaking about she mentioned how impressed she was with the customer service and greeting made by Christine. She has recently been getting terrible service with Nissan and said it was A breath of fresh air to be greeted in such a polite and professional manner
– Miss Kearney
Kayleigh Harrop (left), Aftersales Manager, congratulating Gary Douglas.
Jaguar Land Rover Ascot Service Centre
Award Nominee, October 2021
Gary has been nominated for October’s Making It Special award for delivering exemplary customer service. Gary recently looked after a customer to the highest of standards and went above and beyond, so much so that it resulted in the customer writing into the business to express his satisfaction and transferring his fleet of 30 Jaguar I Pace to our Service Centre, for all maintenance & repair works.
Mike Tyson (left), Head of Business, congratulating Michael Faulkner.
Award Nominee, October 2021
Michael consistently receives good feedback from customers but the 2 examples below are typical of Michael and how he looks after our customers and their best interests.
Mr Hardesty has additional needs and felt that Michael looked after him in the most fantastic way and ensured his visit was a joy rather than a chore which is how he has felt when visiting other dealers in the past.
Mr Riches was having his car serviced (while you wait) and also watched Michael dealing with other customers and found his patient approach and ability to not overwhelm people with technical terms was a credit to him and the dealership.
It comes as no surprise that Michael was a finalist for Land Rover Service Advisor of the year last week.
Well done Michael, keep up the brilliant work!
Alan Davis (right), Head of Business, congratulating Lauren Waller.
Award Nominee, October 2021
The support Lauren provides with AVC’s and her generally helpfulness with supporting both the Sales Executives and Managers with Sales Admin. Lauren is always pro-active and willing to help.
Ian Bennett (right), Head of Business, congratulating Ian Boyd-Sutherland.
Award Nominee, October 2021
Congratulations to our Sales Executive Ian for being nominated for Making it Special by one of his customers, Mr Brock who was so impressed with his customer experience he shared his feedback with us.
He was exceptional from start to finish. Even though the whole sales process was conducted remotely, he managed to make it feel like I was in the showroom. He struck the perfect balance between professionalism and personal familiarity. On the day of collection, he even managed to provide me with temporary office space so that I could hold an important business meeting. I genuinely enjoyed every interaction, remote or in person and just wish I could buy a Land Rover more often.
– Mr Brock
James Grice (left), Service Manager, congratulating Sharyn Edwards.
Award Nominee, October 2021
Our Making it Special nomination for October is Sharyn Edwards.
Sharyn in her role as Showroom Host has been making our customers feel very special, the feedback we have received has been outstanding.
Attached is a few of the many great reviews we have received on Trust Pilot from Sharyn’s hard work and engagement with customers.
Well done Sharyn!
Mr Doney - The Jaguar Coventry site is most welcoming and professional, I am met in Reception by Sharyn, which is a super personalised approach and something that encourages my continued return Mark O - Popped in for a service and waited as had so many conference calls. Sharyn on Reception was great, very attentive and friendly and couldn't do enough to make sure I was comfortable and could work without too much noise. Jeannette Gibson - Excellent service as usual. Sharyn looked after me and ensured I had everything I required throughout my stay (very good customer facing).
– Multiple
Wendy Beatty (left), Head of Customer Service, congratulating Jim Panayides.
Jaguar Land Rover South West London
Award Nominee, October 2021
Our worthy recipient this month is Jim Panayides.
As you all know Jim has been with the business for a while and he certainly knows how to build rapport and have a conversation that makes the customer feel warm, welcomed and part of our family.
One of our customers Mark Rapley, Director of Ergo Consulting Ltd emailed in to say a big thank you to Jim for the 5* service he offered. Mark and his family were driving to the South Coast and the RAC recovered the car and delivered it to our site. Mark arrived at our retailer to expect all in hand. We were not aware that the car was on its way to us and Jim welcomed the customer at Reception. Jim listened to the customer’s plight, reassured him, sat him down and made him feel comfortable with a hot beverage and that he had come to the right place to be looked after. Jim then liaised with the Service Advisor team who were super in dealing with the paperwork etc, within 10 minutes of the car coming off the low loader and he could get on his way. Jim then made sure that the customer was well looked after and the customer wanted to thank Jim for his ‘ very helpful and reassuring customer service focussed approach.’ Thank you Jim
PAUL WILLIAMS (left), MANAGING DIRECTOR, congratulating Kieran Scott- Churm.
Award Nominee, October 2021
We would like to nominate Vehicle Technician Kieran – Scott-Churm for October’s Making It Special. Kieran’s attention to detail in how he applies himself to his work on a daily basis has clearly shone through. He is very thorough with his vehicle health checks that a customer was so impressed, not only did she leave a gold star on her survey she also wrote in to thank Kieran for being most informative with regards to her tyre, brake disc wear and general explanation of work that needed to be carried out and from a safety factor this was fantastic. We think this is worthy winner that demonstrates above all care.
Well done Kieran.
PAUL WILLIAMS (left), MANAGING DIRECTOR, congratulating Chris Glew.
Award Nominee, November 2021
Our November Making It Special Chris Glew is often nominated due to his consistent outstanding high level of customer service Chris ‘Super’ Glew will go out of his way to make every single one of his customers feel special and this occasion was no different to any other.
Mr & Mrs Robinson had set off on their long awaited post-covid holiday towing their caravan on their new Discovery Sport when disaster struck, the timing belt failed resulting in total vehicle break down. Luckily this occurred just a few minutes away from the dealership so a rather stressed Mr Robinson walked his way to the dealership to explain what had happened and was also very upset as he had left his wife with the car and caravan in a rather precarious position.
Super Glew to the rescue by managing to loan the customer a vehicle with a tow bar straight away to enable them to manoeuvre the caravan to the dealership so it was secure overnight. Chris worked hard with the whole team to turn the vehicle around overnight so that Mr & Mrs Robinson were on their holiday the very next day with minimal delay and much to their enjoyment as they thought their holiday wouldn’t go ahead.
A very special well done Chris!
Simon Robertson (right), New Car Sales Manager, congratulating Craig Jerrett & Wayne Green.
Award Nominee, October 2021
We have nominated Craig & Wayne for October’s Employee of the Month for helping out a couple of ladies in distress.
Simon our New Car Sales Manager was locking up for the night and whilst pulling up the posts at the back gates, a car pulled on to the drive. It was dark, windy and very wet and the car had a rear puncture.
In the car was a mother and daughter aged in their 60’s and 80’s who clearly had no clue how to deal with a space saver spare wheel.
It was obvious that if left alone they would be stuck there for some considerable time so Simon reassured them and ran round to workshop to ask for some assistance.
Wayne Green and Craig Jerrett helped Simon get the car round the back and changed the wheel like a formula one pit stop team while Simon helped the ladies inside and got them both a cup of tea.
They were not customers, it was after hours and the boys had clocked off but they stayed back to help with no issues. The ladies were extremely grateful for the assistance and we are sure will be singing our praises to anyone who will listen!
Mike Tyson (right), Head of Business, congratulating Nick Roy.
Award Nominee, November 2021
Nick’s quality of work throughout this year has been outstanding. His thought process and work ethic has meant that customer issues have been resolved quickly and clearly on most occasions.
This has been accompanied by first class job card write ups to substantiate the repairs carried out.
I have no doubt that this has helped increase the level of customer satisfaction.
Well Done Nick, keep up the incredible work!
