Sytner JLRS Division
. (left), ., congratulating Shahaz Jamil.
Award Nominee, February 2022
We have nominated Shahnaz Jamil for her contribution to “Making it Special” for our customers at the Barrister bar. Shahnaz came in on her days off to get it all set up and sorted out cupboards and tracked down missing items (you’ll have been amazed where you find stuff that hasn’t been used for 2 years).
The last couple of events Shahnaz has dressed up the Barrister area and has wowed the staff & customers with her natural flare.
Kayleigh Harrop (left), Aftersales Manager, congratulating Vlad Butarov.
Jaguar Land Rover Ascot Service Centre
Award Winner, February 2022
On Saturday, 26th February, I received a call from our customer and he had broken down, smoke was pouring out of his vehicle and he was somewhat distressed, he had managed to crawl the car into a shopping centre car park to get it off the road and had called Land Rover assist and then myself.
The customer was attended to by Land Rover assist but they would not be able to recover the car for a further few hours and our customer had a very important engagement that he could not be late for, as it was a Saturday and past the time in which the business was open I had to think quickly as we needed to help, I remembered that Vlad was did not live too far from the car park that our customer was stranded in, I called Vlad and asked if he would go to the car park and get our customers keys from him and then be available in the next couple of hours to go back and meet the Land Rover assist truck when it arrived, without hesitation Vlad did this for me and the customer.
He met the customer and collected the keys, waited with him until his lift arrived and then went home and waited for Land Rover assist to call so that he could then leave his house again to meet them with the keys so the vehicle could be recovered to us.
I would like to add that Vlad is Ukrainian and he did this in between trying to sort out how to get his family safely out of his home town to avoid the conflict going on at the moment. I think this goes above & beyond to say the least.
Alan Davis (right), Head of Business, congratulating Irene Smith.
Award Nominee, February 2022
Irene is our Making It Special nomination for February following the amazing nominations Irene has received via the JLRVS Hub:
Irene has put together a collection for the war effort which we have all given happily to. She has organised for its safe journey to the unfortunate people in need. I feel very proud of her, she is such a lovely, caring lady, we are lucky to have her.
Irene has led the recent Ukraine appeal at Maidstone collecting 5 large boxes of donations and £358 in cash. She has organised the collection and delivery to Sasco Ltd in Aylesford for the onward journey to Poland. Irene is such a helpful person who will help everyone where she possibly can, and who doesn’t always get the acknowledgment or recognition that she deserves.
Along with the nominations from colleagues within the business, Irene goes above and beyond as our Well-being Champ! She also makes amazing buns!!
Paul Williams (right), Managing Director , congratulating Stuart Murray.
Award Nominee, February 2022
Stuart is always on hand to help with customer and staff alike, but in this instance we were totally blown away with his achievement. Over a period of time Stuart was concerned about the amount of wood packaging that we were accumulating on a monthly basis and decided to see if there was anything positive that he could do with the waste rather than just leave it to the normal waste collection. He made enquiries with Leeds Wood Recycling and created a partnership in 2021. They got in touch at the beginning of March to relay how Stuart and Guy Salmon Wakefield had impacted on the environment during 2021. The results were astounding, we successfully diverted 20 cubic yards rescued from the waste stream, 13.8 tonnes of CO2 were saved we created 16 paid jobs, 30 volunteers were trained, a total of 4095 volunteer hours were gained and helped give disadvantaged and disabled people the chance to learn wood work skills all in all changing people’s lives in Leeds. Stuart so very well done!
Tony Wilson (right), Managing Director, congratulating Mark Pearson & Kenny Burns.
Award Nominee, February 2022
We are delighted to announce that the February Making it Special award goes to Mark and Kenny from the workshop. This nomination came from Nick Adams, Service Manager as the Service department was struggling with a depleted team by Covid and staff holidays. They both stepped up and worked days off so that our customers and team were not let down.
The icing on the cake was that this in turn helped the department hit target!
Congratulations to them both and thank you!
Gary Knott (right), Head of Sales, congratulating Christopher Allen.
Award Nominee, February 2022
Almost every week we have Trustpilot and Google reviews from customers who are impressed by Chris. He always puts 100% into making sure every customer has the best experience they can.
We have purchased a lot of cars over the years, from all different companies, this is the first time we have purchased from Jaguar Land Rover, and I must say the service we received was exceptional! Particularly from Chris Allen, I felt he went above and beyond to meet our needs, he couldn't have been more helpful! All the staff made us feel welcome.
– Tracy
Ian Bennett (right), Head Of Business, congratulating Callum Bungay.
Award Nominee, February 2022
On 27th February, Callum took an enquiry on a used car which we had in stock and the customer lived in Yorkshire, over 247 miles away. The customer was keen to take delivery ASAP so on the 28th February Callum suggested that he could deliver the car and then drive his part exchange back, this way the customer could have it in time for a trip.
Callum left mid-morning on the 28th February and due to traffic etc. he did not arrive at the customers until 8pm. The customer was delighted with his new car and the service he received from Callum and Land Rover Portsmouth.
Having relatives an hour from our delighted customer, Callum rested to return back to Portsmouth on his day off the following day. This kind of commitment made a huge impression on the customer and a big impact on February’s final result.
Well Done Callum for going above and beyond!
Ellie Bridgman (left), Service Reception Manager, congratulating Lauren Eacott.
Jaguar Land Rover South West London
Award Nominee, February 2022
Well what we can say about Lauren Eacott. She has really taken like a duck to water to her role as a Service Advisor—we always knew she would, but it took some persuading!
The volume of positive emails, five star Google reviews and Gold Star survey responses are forever flowing in. Even when a situation does not go to plan:
Both customers resulted in FAB Gold Stars.
Thank you so much for the super hard work you put into the role Loren—keep the excellent feedback coming in…….
Liam Hayward (left), Customer Experience Manager, congratulating Charlotte Thorne.
Award Nominee, February 2022
We had a customer, who had previously had a poor experience when dealing with the brand and retailer. Charlotte was aware of this and wanted to show the customer what Guy Salmon was really about, she went over and above to make sure the customer felt welcome, received all updates and had a smooth handover on collection, which prompted a nice email from the customer.
Hi Liam.I just wanted to send you a big 'Thank you' message following the service your team carried out on my Evoque on Wednesday 24th..Given my previous experiences i can honestly say that on this occasion it has been a smooth & satisfying outcome for which I thank you for keeping true to your promise, which is a remarkable value customers rarely see in this day & age.My car feels like new again, my wife & I are absolutely over the moon with all you have done for us.
– Mr Kavanagh
James Grice (left), Service Manager, congratulating Matthew Leek.
Award Nominee, February 2022
Our Nomination for Making it Special for the month of February is Matthew Leek.
Matt without hesitation went over and above assisting a customer when their vehicle broke down at the end of the day. The vehicle was recovered to us just as we were due to close and Matt stayed for over an hour in his own time, cancelling his personal plans to ensure the vehicle was booked in.
There was an issue with the replacement vehicle arriving from the customer’s roadside assistance and the local rental company had closed for the day, leaving the customer stranded. Matt arranged for them to go home in a loan vehicle and when they brought it back the next day they expressed to our Service Manager how delighted they were with Matt!
Well done!
