Sytner JLRS Division
Kayleigh Harrop (right), Aftersales Manager, congratulating Service Centre Ascot.
Jaguar Land Rover Ascot Service Centre
Award Nominee, March 2022
As we all know there is no I in TEAM and the way in which you all came together to show your respect, support & care for a member of our team recently had to be both recognised & celebrated. It really did make me proud to see each & every one of you offer your support.
Therefore I wanted to nominate the Service Centre Ascot team to receive March’s Making It Special for everything that was done and is still being done collectively for Vlad & his family.
Well done team & thank you.
Roman Zawadzki (left), General Sales Manager, congratulating Neil Sidebottom.
Award Nominee, March 2022
Our nomination for this month is for Neil, who even during a busy time for us all, went above and beyond to support his colleague, Neil kept in touch, checking in with them, offered advice and support. A great example of looking out for a colleague!
Colin Hopkins (right), Used Car Sales Manager, congratulating Michelle Holland.
Award Winner, March 2022
Sytner Jaguar & Land Rover Coventry’s Nomination for Making it Special for the month of March is Michelle Holland.
Michelle started with Jaguar Coventry almost 4 years ago and has always had a smile on her face for every customer that arrives. Michelle is often complemented by customers on her helpful approach and warm personality, she works every weekend and uses this time to speak to even more customers and enjoys going on to the sales forecourt and encouraging customers to come inside for a coffee & chat. Michelle will always keep customers children busy asking them questions and keeping a watchful eye on them when their parents are talking to a Sales Executive.
In addition to all of the above we recently received great feedback from a trader who had just purchased of the SEA site and said “Also whilst I’m on, the Receptionist that I spoke to yesterday and gave you my message – most professional and polite I’ve ever dealt with, real credit to your company. If I was or your business were nearer, I would steal her off you without a doubt; hold on to that one”
Well done and Thank You Michelle!
Paul Williams (left), Managing Director , congratulating Stuart Maun.
Award Nominee, March 2022
Stu Maun our Business Manager has a fantastic relationship with all his customers but in this case showed real empathy and compassion.
A few months back Stu was attending to his retention calls when he came across customer Julie Wardman. Julie and husband Dave bought their vehicle back in 2019. When Stu called Julie to see if she was in the market to change, she informed Stu that Dave had recently passed away suddenly and she wasn’t looking to do anything at this moment in time due to this. Stu passed on condolences from the whole dealership and offered to help in any way he could. Also as a gesture he took it upon himself to send flowers to Julie for which she was extremely grateful.
Recently Julie got in touch with us and bought a new car for herself and wanted to explain why she had chosen us. She was so taken back by the generosity and compassion Stu had shown that she knew she was in very safest of hands coming back to us!
Alan Davis (left), Head of Business, congratulating Kim Simpson.
Award Nominee, March 2022
Kim has without even asking stepped in and assisted with covering a Service Advisor position whilst we continue to recruit and appoint the right candidate.
Our Service CLP has remained consistent and strong during this time and she has still managed her own role. Her customer interaction is amazing, referring service customers to sales colleagues and even helping to clinch the deals. Her support to local events and charities outside work is also a credit to her. A very worthy winner for March for us!
Tony Wilson (right), Managing Director, congratulating Frankie Weston.
Award Nominee, March 2022
Frankie has had a great month! She is a real team player and always helping in all departments. The feedback from colleagues and customers has been great.
Excellent from first call to picking up me exdemo Volvo XC40. Frankie was professional, quick to respond and deal with any queries. I spoke to several dealers along the way and by far the best service. Highly recommended.
– Paul White
Ian Bennett (right), Head of Business, congratulating Bailey Steele.
Award Nominee, March 2022
As all of our Sales team were tied up with customers Bailey, our Used Car Progress Chaser, was asked to help a customer with the In-Control setup on his new car. It transpired that the gentleman had purchased a car from a competitor and had not had a complete handover or proper In-Control setup. Unprompted, Bailey spent over an hour ensuring that the gentleman not only had his In-Control set up correctly but understood the other controls on the car which he was unsure about. This really made it special for our future service customer.
John Taylor (right), Parts Manager, congratulating Mark Larder.
Award Nominee, March 2022
We have nominated Mark Larder for March’s Employee of the Month for all the extra hard work he puts in.
Mark has really stepped up to support Adam Beresford our Bodyshop Advisor who is very short staffed at the moment, Mark will take all calls and deal with any customers that need looking after when Adam is out of the office and takes full control on a Friday which is Adam’s day off, We also have received excellent feedback from customers.
Hi Beth, sorry for the delay in replying but I’ve been having problems with Sky Mobile and my new phone!Having said that I’ve inadvertently lost the original email. Could you please award Mark 10/10 - he was extremely helpful and provided me with an excellent service which is fully appreciated.Many thanks Steve Feneley Hi AdamJust a quick line to pass on my thanks to you and the folks who carried out the bodywork and paint repairs. The car is my pride and joy and really impressed with the high standard of work, the colour match is superb, considering the paint colour of my car! Thanks again.With kind regardsAdrian
– Steve Feneley & Adrian
Mike Tyson (right), Head of Business, congratulating Gemma Horton.
Award Nominee, March 2022
Gemma recently looked after a customer who unfortunately had a number of breakdowns and had lost faith in the vehicle.
Gemma acted as the main contact for the customer and went out of her way to ensure the customer was dealt with patiently and compassionately. The customer exchanged the vehicle and Gemma continued to be the link between Sales & Service
The customer was very complimentary of the way Gemma has handled the issues with her vehicle and said that the service she had received from her had been exemplary.
Hi GemmaI just want to thank you again for all of your assistance from start to finish, you’ve been empathetic, patient, professional and super helpful and I really appreciate it.I’ll no doubt see you again at some point when I bring it in for the service.Thanks again,Rachel.
– Rachel Boot
Andrew Potgieter (left), Head of Sales, congratulating Alex Watts.
Jaguar Land Rover South West London
Award Nominee, March 2022
Alex Watts is our worthy recipient for Making it Special in March.
An incident occurred out on the motorway and Alex left the showroom in the pouring rain to help a disabled man in distress, who had a 3 car collision out on the motorway.
He stopped traffic as the passer by reversed back up the A316 to our showroom.
A little shaken up the man came into Reception to ask if anyone saw the accident on Reception, we offered him a coffee made sure he was okay and then went on his way. The host team were blown away by Alex’s kindness—thank you Alex
Emma Cole (left), Customer Realtions Manager, congratulating Paige Jones.
Award Nominee, March 2022
Paige has been nominated by various colleagues for Making It Special for delighting our customers and some very nice comments from our customers about Paige and her general positive attitude. Well done Paige.
Paige Jones - a great team player after last years debacle I was seriously thinking of finding an alternative provider but I can honestly say Paige Jones exceeded all expectations.
– Rob Smith
. (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!
Alex Scott (right), Franchaise Director, congratulating Kelly Pullin.
Award Nominee, January 2022
Kelly arranged a test drive for a customer as all of the sales team were busy, she then came in on her day off to assist the customer and continue the relationship. The customer was so impressed with Kelly and the service they received that they went on to purchase a vehicle from us, well done Kelly!
Beth Tyler-Smith (right), Customer Service Manager, congratulating Matthew Waters.
Award Nominee, January 2022
We would like to nominate Matt Waters for Employee of the Month in January for stepping up and offering to help out our Aftersales Team when a colleague was unexpectedly out of the business, and the department needed some additional support.
Despite living quite a distance away from the Dealership and already having a demanding workload of his own as a Service Advisor, Matt voluntarily came to the rescue by helping to ensure that all our customers’ vehicles were safely returned to them every evening. This resulted in Matt staying behind late most nights to helping to drive vehicles back to customer’s home/office addresses and regularly doing the same during his lunch hours. He never left for home unless he knew everyone in the Service Team had the help they required and no customers were left without their vehicles!
Matt particularly stood out during this difficult period, all his extra hard work was greatly appreciated by the whole team.
Great job Matt, thank you for going that extra mile!
David Edwards (right), Head of Business, congratulating Louise Lawson Hatch.
Jaguar Land Rover Ascot Service Centre
Award Nominee, January 2022
Louise was out at the weekend and stopped to assist an elderly lady that had fallen over near the roadside and was clearly wounded & distressed. Fortunately a first aider was there but Louise used her initiative and got a blanket out of her car to keep her warm and drove home to get the elderly lady a sleeping bag to help comfort her further. This to me goes above & beyond.
Gary Slater (right), Head of Sales, congratulating Anthony Griffith.
Award Nominee, January 2022
Our Nomination for Making it Special for the month of January is Anthony Griffith.
Anthony consistently goes above and beyond when it comes to thinking outside the box of engaging with his customers and making their handover a special memorable event that is tailored to their personal interests.
The customer verbatim is testament to this and the feedback is consistently referring to the individual experience that Anthony has provided.
Matt Chipper (left), Aftersales Manager, congratulating Roger Mariamootoo.
Award Nominee, January 2022
Nominated for January’s Making it Special is Roger Mariamootoo. He delivers a great customer experience and goes above and beyond to deliver that personalised touch.
Well done Roger!
Feedback from Mr Seath:I would specifically like to record how helpful Roger was in the organisation of the works. The car was mainly coming in for the fitment of a dog guard. Roger located one, your colleague Gary in Northampton worked wonders in getting the guard down to Portsmouth and Roger organised to get it fitted at short notice.A really excellent level of teamwork to deliver the best customer service.Thank you again to all the team.Feedback from Mrs Dyer: You couldn’t improve on anything, Roger is fantastic it is perfect service I get from you. I always tell people. First class service.” – Roger will always personally collect & deliver their cars to make the process smooth.
–
Ellie Bridgman (right), Service Reception Manager, congratulating Savannah Nicks.
Jaguar Land Rover South West London
Award Nominee, January 2022
Wow what a start to the Service Advisor role! Well done Savannah, she is our worthy winner of Making it Special for January 2022.
Within the first few weeks she has received two excellent five star reviews:
Mr Joseph “Excellent service from all involved from start to finish. Savannah was friendly, efficient, informative and complemented the Jaguar brand”
Second customer: “I left my car here to get an MOT, I was overjoyed to hear from Savannah in Service that it had passed with flying colours. I then came back to collect my vehicle and I was in and out in 10 minutes. I will definitely be coming back and would highly recommend”
Keep them coming Savannah …
PAUL WILLIAMS (right), MANAGING DIRECTOR, congratulating Carl Brady and Peter Hennessy.
Award Nominee, January 2022
Customer Service With The Greatest Compassion
Good afternoon Paul I have requested your details from Peter Hennessey so that I can reiterate what excellent service I have been provided by your team at Wakefield and now demonstrated by Peter. I have been in the motor trade all of my life and owned many Land Rovers from an 80
– Mr Chris Roberts
Jessica Sawbridge (right), Customer Relations Manager, congratulating Nick Bates.
Award Nominee, January 2022
Nick has been a great example of customer care for Jaguar Land Rover as he has shown consideration along with thoughtfulness to a complaints customer. Nick visited the customer on his way home to help with a diagnosis.
Well done Nick for simply always being you, we really appreciate you and all you do for us!
Craig Allen (right), General Sales Manager, congratulating Peter Hyman.
Award Nominee, January 2022
After being with the business for only 4 days Peter’s first enquiry was a lady who had just moved to the UK from France and once Peter found out that the customer was in fact French he spoke with her in French over the phone and by email, also the video he sent of the vehicle she was interested in buying, greeted her in French.
Peter actually speaks/understands 20 + languages!
The customer was blown away by this and rather than dealing with her local dealer she decided to buy direct from Peter and was delighted with the service and attentiveness provided by him.
Well done for making an exceptional impression and delighting the customer!
Alan Davis (right), Head of Business, congratulating Melanie Vine.
Award Nominee, January 2022
Melanie has certainly gone the extra mile with continuing to resolve an abundance of customer issues and challenges that she has tackled head on, along with being involved with CRC and gaining their full support!
Customers frustrated with their vehicles have been turned into good news stories adverting potential red flags and Melanie has liaised with all departments within the business to bring resolutions together. Nothing is ever too much trouble. Well deserved.
Richard Jones (right), Workshop Manager, congratulating Hannah Sully.
Award Winner, January 2022
Hannah became aware of an issue a customer was having with the infotainment along with some quality aspects on his vehicle. She was involved in the repair process of the vehicle and worked alongside the Level 3 Technician to get the car fixed.
Hannah took it upon herself to make CITNOW’s of the vehicle’s repair journey to demonstrate what had been done and how this would now positively impact the customer’s journey with the car.
The customer has since been on Twitter to comment how extremely happy he was with the CITNOW and went away very happy.
Tony Wilson (left), Managing Director, congratulating Tom Larden.
Award Nominee, January 2022
Tom was nominated for January’s Making It Special by his GSM and Business Manager for smashing January sales target, but more so that he worked extra days without complaint, remained positive throughout and his customer questionnaires were excellent.
From my initial enquiry I drove the vehicle away 3 days later with everything done as agreed. Superb service from Tom Larden in sales.
– Keith Birch
