Sytner JLRS Division
Nick Miernik (left), General Sales Manager , congratulating Daniel Jones.
Award Nominee, November 2022
Our new Trainee Sales Executive Daniel Jones has been an invaluable member of staff since joining us. Always with a smile on his face and offer of help and even giving up his own personal time he has proved a hit with the Sales Team.
Daniel was helping Sales Executive Amy deliver a customer’s new Range Rover by driving in convoy to bring Amy back once the customer’s vehicle had been handed over. Unfortunately upon setting off the vehicle developed a slight issue so the trip had to be cut short and the vehicle was back in the workshop. Having resolved the issue it was somewhat later in the day and the customer was unable to take delivery for the rest of the month and was panicking, so even though it would be at least 10pm before they would be back home that evening, Daniel kindly volunteered to drive Amy back home after the customer handover. Daniel said the customer’s needs were the main priority. Well done Daniel what great customer service!
Jason Emanuel (right), Managing Director, congratulating Julie Ripley.
Award Winner, November 2022
We have nominated Julie Ripley as our November Employee of the Month for her outstanding dedication to the Dealership and, in particularly, all the hard work and her own time that she recently invested into planning and running our staff children’s Christmas Party. This year we had 45 children attending the party who brought along with them many parents and grandparents. Julie turned the local cricket club into our very own Sytner Knutsford Christmas Winter Wonderland with a Santa’s grotto, a visit from Santa Claus, and individually chosen presents for each child. Needless to say the party was a roaring success and, particularly in these difficult time with the cost of living crisis, it was a massive boost to staff moral which in turn undoubtedly has a positive impact on the quality of service received by our customers.
Thank you and well done Julie!
Gary Button (left), Head of Aftersales, congratulating Fatooma Farax.
Award Nominee, November 2022
Fatooma received a wonderful recognition for customer service, thank you for providing a customer with ‘The best Land Rover service experience received in the 9 years and 3 cars owned since 2013’.
Well done, Fatooma and thank you for all your hard work within the Service Department.
Susan Thompson
Jaguar Land Rover Ascot Service Centre
Award Nominee, November 2022
Sue is our nomination for November’s Making It Special for all the support she provides to the Service Centre team and our customers in a cheerful manner! Not only does she do her role amazingly, she is always happy to support Reception whether it be answering the phone or meeting & greeting customers.
Sue always steps in and supports at the right time and has even been known to delivery vehicles back to our customers.
Andy Penn (right), Head of Aftersales, congratulating Justin Defaye.
Award Nominee, November 2022
Our Making it Special nomination for the month of November is Justin Defaye. Justin is now our only EV technician and has demands from every direction.
Our Used Car Sales Manager, Colin Hopkins spoke to Justin about an I-Pace where the customer had taken delivery and came back with it within 2 hours with the heater not working. Colin explained to Justin about the customer’s disappointment and concern as he was going back to America where he works. He bought the I-Pace for his wife and had only flown back as he was going to a close family member’s funeral. Justin picked up on the importance of this issue and got the I-Pace in while he was juggling 3 other I-Paces to enable Matt to put the TA in with Jaguar and get us ahead on the job. Justin then worked over making sure the diagnosis was 100% correct and the information given to Jaguar would allow us to order the parts in ready, fantastic job and fantastic over and above effort.
Above is one example of the continued effort Justin is putting in and there are several more examples. Justin is feeling the pressure but not losing sight of the customer at the end of this who is desperate to get their car back.
Congratulations and well-done Justin!
Ian Bennett (left), Head of Business, congratulating Josie Tymms.
Award Nominee, November 2022
Following a call back with a customer who had brought their car into Service, he mentioned how he had forgotten to book his car in for an MOT that was due when he had visited us.
Josie arranged for the customer’s car to be collected, brought in for MOT and returned to him.
It made it special, that an off the cuff comment turned his frustration into a great customer experience. This underlines her complete commitment to customer experience in the retailer, well done Josie for going above and beyond!
Andrew Kitney (right), Senior Business Manager, congratulating Simon Savvides.
Award Nominee, November 2022
Simon has been exceptional this year in his role in the Digital Retention team. He has delivered exceptional results making 2022 our best year ever for customer retention.
Without Simon’s commitment to the cause, I am not confident that the results would have been the same. He has a telephone manner which is second to none and a positive attitude which is vital in his position. Simon is always cheerful and happy to help anyone and is a key member of the Business team.
Paul Moutarde (left), GSM Used Car Sales, congratulating Jon Cooper.
Jaguar Land Rover South West London
Award Nominee, November 2022
Our worthy recipient for November is Jon Cooper. Jon regularly receives super feedback through his personal attention he gives to his customers, but this month he simply excelled. One of our customers purchased a New Range Rover and wanted to take delivery in Coventry. Jon went out of his way to deliver the car, making the Handover Experience extra special. There was no part exchange to bring back and so Jon simply made his own back to his inconvenience not the customers.
Another customer Jon made happy was Mrs Patel. The car unfortunately showed some issues shorty after purchase. Jon made sure the work went through the workshop seamlessly and then, along with Paul Mourtarde, arranged to deliver the car personally back to the customer and to start the handover again as if it is the first time and she was thrilled.
We regularly receive fab feedback for Jon and a customer recently commented: “Jonathan was fantastic from our initial meeting right up to handover. He kept in constant contact and was very well informed.” Thank you so much for all of your customer focus Jon you are super …
Luke Sutton and Ian Painter (left), Front of House Manager , Serivce Manager, congratulating May Cook.
Award Nominee, November 2022
May has had a lot of fantastic customer feedback and this is just one of them below!
We were handing over the certificate to her and a customer who had just been served by May made a comment that this was very well deserved and May is an asset to our company.
having had smoke pouring from my engine on the A38 at 5pm i chanced it and arrived at Bristol JLR to ask for advise. I couldn't have had a better service form Nick in the workshop team and May in Customer service both were reassuring professional and experts in their respective fields, Nick even said his team could contact him on his day off to get his opinion on the problem going forward. I couldn't recommend highly enough, fantastic staff that really care and go the extra mile to ensure customer satisfaction and car safety. Thank you Nick and May
– Jake Birakos
