Sytner JLRS Division
Kelly Lines (right), Service Reception Manager, congratulating Sky Ely.
Jaguar Land Rover Ascot Service Centre
Award Nominee, June 2022
Sky has been nominated for June’s Making It Special by one of her colleagues:
‘She has gone above and beyond to support the team in a time of stress across the business. We are short staffed and Sky has picked up a huge amount of the workload, this extra work being far beyond her remit, we could not have done without her.’
Trevor Wale (right), Head of Business, congratulating Rob Adkins.
Award Winner, June 2022
Our June Making It Special nomination goes to Rob for his annual fundraising with his family, this year it was in aid of the Talbot Butler Cancer Ward at Northampton General Hospital.
The weekend consisted of hosting, selling and delivering homemade afternoon teas for family, friends and more, all from his parent’s house. They also hosted a Tombola along with a raffle!
They were hoping to match the amount they raised last year, however they did even better and raised a staggering amount £5,350. Well done Rob!
Ian Bennett (right), Head of Business, congratulating Brandon Boutcher.
Award Nominee, June 2022
Mr Pegler had a warning light on his car the day before he was due to fly abroad. He needed his car for the airport in the morning, we managed to get the part ordered but it wasn’t due to arrive until the morning. Brandon over heard the conversation and offered to come in early to fix the problem so the customer could have his car in time. He needed to be at the airport for 12pm. Brandon managed to resolve the issue and we were able to hand back the car to the customer by 9.30am so he could get on his way.
Well done Brandon, this is a great example of going above and beyond to delight our customer!
Anthony Neary (right), Service Manager, congratulating Steve Walker & Rob Keronen-Hill.
Award Nominee, June 2022
We have nominated both Steve Walker & Rob Keronen-Hill for employees of the month, they went way above and beyond for a dear colleague of ours who sadly passed away recently.
Rob & Steve wanted to give something back for Matthew who was an avid cyclist and enjoyed regular trips to Wales with his family and with this in mind they thought a holiday for the family would be lovely idea, when they are feeling up to it of course.
So Rob & Steve decided that in memory of Matthew they would cycle from the dealership to the Anglesey Arms in Caernarfon which is a distance of about 100 miles not an easy ride as they only have mountain bikes!!
So on Saturday the 18th June, Rob & Steve completed the 102 miles ride in 9 hours and 40 minutes and raised an amazing £1500.00 – Thank you Rob & Steve.
Mike Tyson (left), Head of Business, congratulating Matthew Valentine.
Award Nominee, June 2022
Matt has been with us less than 6 months and is already top of the order take league for Q2 here at Sheffield.
He has received consistently good feedback from customers and most recently from Mr Elliott.
After 40 years purchasing cars and dealing with a number of people in the motor industry his experience with Matt was the best ever and a far cry from his dealings with other prestige retailers
– Mr Elliott
Charles Crossley (right), Head of Sales, congratulating Aiden Phillips.
Award Nominee, June 2022
Aiden received a fantastic piece of unsolicited feedback from a customer, highlighting an above and beyond level of service. The content of the email is below.
Good afternoon Glenn. I hope you don’t mind me contacting you directly like this but I just wanted to let you know how pleased we were with the customer service we received from Aiden. In a world of complaints and bad reviews I think it is only fair to show gratitude and praise where it is deserved. Aiden went above and beyond to make our experience as pleasurable as possible and in a time which makes it difficult for the car market he communicated so well and kept us up to speed at all times. His honest and open approach was refreshing and left us enjoying the process thoroughly. He is an amazing asset to your sales team and I hope his efforts and hard work get recognised working the business. I would consider Aiden a friend after this experience and look forward to dealing with him in three years to get another new car. His attention to detail and answering his phone even on his days off and especially on his birthday half way round a golf course made me feel that he had a vested interest in the sale process and it was nice to have him there. Enough of being soft now. Let’s not tell him and get his ego going. We both know it’s big enough. But I couldn’t let it go unrecognised. Thank you so much for your time Many thanks Phil graham & Kirsty pollard.
– Phil Graham
Nathan Dawson (right), Service Manager , congratulating Paul Howden.
Award Nominee, June 2022
Special concern for a customer.
I would like to thank everyone at Sytner Wakefield Land Rover for their assistance in resolving my issues with my Discovery Sport. I would like to thank all the staff who were involved. Chris on the service desk was most helpful and kept me updated and explained what the issue was and how it was going to be fixed. Also a big thanks to the gentleman who rang me up to ask a few questions about my experience. He listened to my concerns about the problems I had experienced with the car and that I wasn't happy about driving a car in 'Limp home' mode with a red service light on , which Land Rover recovery thought was OK! Finally I am absolutely delighted with the gift that I was given as compensation for my experiences with the car. Also a big thank you to the gent that delivered the goodwill gift personally. In short, a big thanks to Sytner Wakefield Land Rover for making a customer very happy! Well Done! Regards, Paul Edwards
– Paul Edwards
Jeannette Thomson (left), Dealership Accountant, congratulating Thomas Shinkwin & Jody Graham.
Award Nominee, June 2022
Well this month was an exceptional month for the Accounts team re nominations. The team were nominated by all departments at the dealership. They went above and beyond to help them achieve great customer satisfaction and delivery, with swift out of hour responses regarding clearance and queries. Stepping up and ensuring that all gets done at a very busy time. So hoorah for the accounts team!! Keep up the good work!
Tom Jobson (left), New Car Sales Manager, congratulating Diane Beaconsfield.
Award Nominee, June 2022
We would like to nominate Diane for June’s Making It Special in recognition of her hard work during the end of quarter, there were issues with delayed cars along with holidays, Diane worked extremely hard to achieve a great result for the end of quarter.
Andrew Potgieter (left), Head of Sales, congratulating Shyraz Faisal.
Jaguar Land Rover South West London
Award Nominee, June 2022
This month we would like to celebrate Shyraz Faisal, one of our Business Managers that is responsible for retention of business.
He has grabbed this role with both hands and is liaising beautifully with the service team to understand who is coming in and what customers make sense to catch up with to see what he can do to support them into a newer car. He finds a loan car for the customer to test drive whilst the car is in being serviced and spends as long as is needed discussing the customer’s options and requirements.
Indeed with a Mr Parabaran, Shyraz spent hours working out a solution that would work for his growing family.
With a Mr Shay he understood that he was unhappy with his current I-Pace and did all he could to ensure we kept him in brand despite having a torrid time with his I-Pace and the problems it was giving him. He worked so hard to actually persuade Mr Shay back into another I-Pace.
Really well done and thank you Shyraz.
Andrew Shields (left), Aftersales Manager, congratulating Cathrine Gallagher.
Award Nominee, June 2022
Cathy is our June nomination for Making It Special as she is outstanding with customers along with understanding their needs.
She also looks after all of our breakdowns and is always going above and beyond for her customers. We had a vehicle that was here over a year and the customer wrote to say how pleased he was with the service we provided.
Another example, the other day Cathy made sure she came in early for a Mr Williams so she could see him out, this made it a personal service as he had had lots of problems, she had made such an impression on him, noted from a colleague.
Cathy was extremely helpful and understanding and courteous, considering the length of time my vehicle was off the road she ensured I was provided with regular updates and dealt with a difficult situation really well
– Mr Vien
Hassan Karim (left), Inbound Supervisor, congratulating Sonia Sandhu.
Award Nominee, June 2022
Sonia booked in a customer that was going through cancer treatment and it just so happened that the date of the customer being booked in clashed with the customer’s cancer treatment appointment. The customer had requested for the car to be collected and delivered back to her address.
Sonia decided to order flowers and to be placed in the car so that when it was delivered back to the customer, she would open the doors to a delightful sight of flowers, to bring a little smile on her face despite going through a serious illness.
Not possible as Caroline is away from the business (left), Not possible as Caroline is away from the business, congratulating Caroline Heaney.
Award Nominee, May 2022
The day after us running a coaching session with the Service Advisors around ‘being helpful, Caroline was faced with a customer who came in without a booking reporting low coolant. Rather than send them away, Caroline explained what we could do for them: top it up and give it a quick check, and that this would hopefully resolve the issue.
It did, and the customer left with their problem fixed and them thinking that we had definitely gone Above and Beyond.
Steve Dance (left), Workshop Manager, congratulating Karen Woolls.
Jaguar Land Rover Ascot Service Centre
Award Nominee, May 2022
Karen has been nominated for May’s Making It Special, as she has taken an additional task head on when collating the required paperwork and administration for Health & Safety. Karen is always happy to help and this is a great example of the support she provides.
Mike Tyson (left), Head of Business, congratulating Conrad Humphrey.
Award Winner, May 2022
A customer purchased a used vehicle from us and only the day after experienced an error with the service reminder/InControl system.
The customer is very busy and spends little time out of their car so without hesitation Conrad suggested he travel to the customers home address and apply a fix to minimise any inconvenience.
He also went through a number of other questions that had arisen since handover.
Well done Conrad for taking the initiative!
Daniel Fellows (right), Preparation Manager, congratulating Michael Mancini (Spike).
Award Nominee, May 2022
Our Nomination for Making it Special for the month of May is Michael Mancini (aka Spike).
Spike’s hard work is incredible as he always goes above and beyond his daily role. The effort he has gone to recently to make our customers journey extra special really has not gone unnoticed. Travelling far for customers across the UK, even out of hours, really is incredible! The feedback from customers about Spike, also shows and proves how he has positively affected their experience.
Every day we all see Spike running around the dealership, to make sure every Jaguar is in pristine condition for our customers. I have also seen customers complimenting Spikes work, and asking what he uses to do this. He is a great asset to the team and the lengths he goes to for everyone is nothing short of amazing! Well done Spike!
Tom Jobson (left), New Car Sales Manager, congratulating Antony Amores.
Award Nominee, May 2022
“Antony Amores (Tony) is our nomination for May given his can do attitude amongst his colleagues and his commitment working as one team. Tony is a go to for many of his colleagues and he’s always happy to help, support and take ownership of daily tasks/challenges and issues. He’s fully engages with the business and his flexibility assists others making their roles more manageable. Well done Tony and well deserved”.
Nicholas Miernik (right), General Sales Manager, congratulating Billie Jo Hicks.
Award Nominee, May 2022
Fantastic Review.
I cannot express enough, how professional and first class, the experience was I had from start to finish with Sytner Land Rover Wakefield, especially Billie Jo Hicks , who was unbelievably awesome, from the initial first contact, all the way, to sales completion and is still continuing within after sales being so so wonderful, along with Callum, genuinely I can’t find the words to praise enough. Due to the experience and service, I will now remain a loyal client to Sytner Land Rover Wakefield, for all my future purchases and business. I own several companies, and I’m hard to please, but these guys tick all the boxes to deal with ….Professionalism, efficiency , people & communication skills , plus, absolutely spot on and very unique the whole team , as I said , I am rarely impressed, but Sytner Land Rover Wakefield is perfect in every way. Just want to express again, a massive thank you to everyone, and lost for words, with the respect and appreciation I have for Billie Jo Hicks … I would give a hundred and ten , out of a hundred as beyond perfection, and the very best I’ve ever encountered in my vehicle purchasing history of over thirty years dealing within this industry .. Cool Dude
– Mark Rawcliffe
Simon Robertson (right), New Car Sales Manager, congratulating Megan Tyler-Smith.
Award Nominee, May 2022
We have selected Megan for May’s Employee of the Month because of her winning smile!! Megan has been with us now for over 12 months and is always cheerful, very professional and always willing to help customers and staff. She has been recognised by a number customers who have mentioned her in their reviews and feedback. Thank you
Excellence service and sales personnel, Staff from Reception to Sales staff welcoming, efficient and helpful. Stuart, Nick and Megan made the whole car purchase experience easy and fun. Great people skills and able to also deal efficiently with some after sales advice. Brilliant and with a Defender hybrid HSE to show for all their effort. Thanks to you all. Absolutely thrilled!!!
– Dave Nicholson
Ian Bennett (right), Head of Business, congratulating Sam Bond.
Award Nominee, May 2022
Sam Bond, Sales Administrator has not long been in her role following a move from Reception. Her enthusiastic attitude really shone through when trying to find a solution to ensure she can deliver a great customer experience. We were at the point of having to disappoint a customer as their car could not be registered due to an issue with the manufacturer’s system. Rather than accept the status quo she pursued and would not give up on until the customer’s car was registered. She spent hours back and forth by phone and e-mail. Her dedication paid off when she finally got the result needed. This was recognised by the Divisional team also, who shared with the group so they could resolve similar issues.
Kayleigh Harrop (right), Aftersales Manager, congratulating Kelly Lines.
Jaguar Land Rover Ascot Service Centre
Award Nominee, April 2022
We would like to nominate Kelly for April’s Making It Special nomination.
Kelly has taken on the role of Service Reception Manager, whilst carrying out her warranty duties and Service Advisor role.
She has continuously received great CLP scores when looking after her customers, she has taught Sky, newly recruited Service Administrator everything from scratch.
Kelly has also turned multiple customer’s complaints into happy customers who continue to come back and nothing is too much trouble for her.
Andrew Shields and Ian Painter (right), Aftersales Manager - Service Manager, congratulating Jason Noad.
Award Nominee, May 2022
Jason has had a lot of colleague feedback this is just one of them below
‘In my opinion his work ethic is second to none, he will always stay on the extra 10-30 minutes to finish a job so that he can start a fresh job the next morning, he has also been the key member in training all the new Technicians over the last month or so and still carries on to support them where needed when Jason is asked upon for help. He does this with a helpful smile and enthusiasm every time he’s asked upon for help and drops whatever he was in the middle of to help others.’
Tony Wilson (right), Managing Director, congratulating June Jacklin.
Award Nominee, May 2022
It’s June’s in house customers that have prompted this award. The sales team have all individually nominated June for her outstanding customer service to them. Not only is nothing too much trouble, but June stays after hours for the team and their customers to ensure they have everything that is required. She will look after and converse with the customer whilst they are waiting for the handover on their new car – ( Also to see if they have any parts requirements that she can help with). Comes in early to ensure delivery is put away before the start of the day. An all round team player! Congratulations June and well done.
Ellie Bridgman (right), Front of House Manager, congratulating Bhavan Patel.
Jaguar Land Rover South West London
Award Nominee, May 2022
This month we would like to celebrate one of our super technicians Bav Patel. He has been stepping into a Workshop Controller role as well as supporting the Service Advisor team with some difficult customer conversations.
As the Service Advisor team are growing their knowledge, he is willing to guide them through cases, but also able to step in and have direct conversations when necessary. Only the other day he spent time with Mr Parabaran after his shift had finished to reassure him and go through what his concerns were with his vehicle, he also talked through what our plans were for the fix. He even handed over direct contact details so if customer had further questions he would be able to support him further. Perfect example of making it special—thank you
Ian Bennett (right), Head of Business, congratulating Natalie Bevis.
Award Nominee, April 2022
Natalie has been nominated for April’s Making it Special. Feedback from our customers has been very positive and one in particular wanted her to be acknowledged following his recent experience at Sytner Portsmouth. He needed a new engine and his car was with us for around 5 weeks, having to deal with these issues, he couldn’t be happier with the service he has received despite it being a very stressful time.
Well done Natalie for your well-deserved nomination!
It has been quite a difficult and frustrating time and Natalie has been absolutely amazing. Reassuring me and keeping me informed, even with the difficult phone calls. She has gone above and beyond. Unfortunately my Discovery has been fairly poorly on two occasions. Both situations were managed by Natalie. I think she is fairly new to LR and Guy Salmon. She has been exceptional. Always professional, informative and to the point, whilst being reassuring in difficult circumstances. Telling a customer that a whole new engine is needed in a £50k car is quite a thing, but Natalie made the process as smooth as she possibly could. I also dealt with Rob and Steve Mulvoy on occasions and they were also great; but I wanted to single out Natalie because she was my first point of contact and being fairly new to the company it’s important that her positive performance and achievements are made known from a customer perspective. With kindest regards, Andrew
– Andrew White
Gary Button (left), Aftersales Manager, congratulating Megan Knight.
Award Nominee, April 2022
‘The service team have had tough times recently being very short staffed and Megan has been so much support. Megan’s wealth of knowledge is incredibly beneficial and her helpful and can do attitude give the team the confidence they need. Megan has gone over and above her normal duties, and has even seen out a customer or two to support. Megan has supported me as a new starter in a new role/new dealership, of which I am very grateful.
Megan is like the mother of the team, with her patience, knowledge and guidance for this service department.
Megan has shown true Sytner qualities and traits and we are very grateful for her help, love and support.
Thank you Megan for all you do and have done, we appreciate you.’
Kam Dubb (left), Workshop Controller, congratulating Dave Webb.
Award Nominee, April 2022
A customer came back from a recall repair with diesel leaking everywhere, Dave looked into the problem of which he identified that there was a leak from the new pipe that had been fitted. He replaced the pipe and then when checking over the vehicle found that it would need a service in less than 500 miles, he advised the customer and then carried out the service so the customer would not have to come back for a 3rd time.
Dave had done an amazing job to get rid of the smell and get the car back to the customer, whilst updating everyone dealing with it.
Great detail throughout the entire repair and process along with saving the customer a return to us, well done Dave.
Paul Smith (left), Head of Aftersales , congratulating Andrew Harman.
Award Nominee, April 2022
Andrew Harman has made an exceptional contribution to the team here at Wakefield since starting with us and regularly gets letters of thanks from customers for turning their stressful situations with regards to their damaged vehicles into positive ones, but we think this event needed a special mention.
A customer was involved in a substantial accident just 2 weeks in to ownership of his brand new Range Rover Sport SVR. The vehicle in question had been purchased with the intention of it being used at the customers family wedding as transport for the Bride and Groom so the importance of getting the car back on the road was one of paramount importance! This gradually turned into somewhat of a nightmare for Andrew as one of the parts in question for replacement was a carbon fibre bonnet which was on back order with no ETA. Andrew put his heart and soul into getting the customer’s car back on the road with just one day left before the wedding and even coming in on the weekend to handover the vehicle as the customer had travelled up from London to take the car back for the wedding.
Andrew didn’t stop there he pulled out all the stops for a red carpet handover for the customer with the car covered as it would have been on the customers very first day of handover! The customer was amazed and also extremely touched by all that Andrew had done for him and even said it just looks like it did on the day of handover.
One very, very happy customer, well done Andrew!
Wayne Green (left), Workshop Manager, congratulating Sam Malseed.
Award Nominee, April 2022
We have nominated Sam for our Employee of the Month for “Going Above and Beyond” for a customer and an employee.
We had a customer in distress as her car she had been waiting so long for as it had been delayed had broken down outside her shop in Colwyn Bay on a Friday afternoon! The car that was a new car was delayed again on the day of the delivery while they did a recall on it. A replacement car was needed for her to go onto Anglesey and the day after to Scotland and as there was none available locally, the only way to help this customer was for two of our staff members to drive the hour and a half journey in two cars and as everyone knows the A55 on a Friday it is bad enough but when you throw in a Bank holiday into the mix!! Well you know you’re going to be on the road for more than 4hrs and Sam volunteered knowing that he would miss his date with his girlfriend.
Thank you Sam & Sophie
James Hird (left), Service Manager (Centre), congratulating Michael Faulkner & Robert Horne.
Award Nominee, April 2022
Michael and Robert recently received excellent feedback from a customer after his vehicle suffered a complete engine failure.
Mr Pashley was so impressed with the service and quick turnaround he felt he had to make our Service Manager aware.
Well done Michael & Robert!
I just wanted to say how impressed I was with the outstanding service I received from both Michael and Rob in the workshop. To give you some background my Discovery suffered a catastrophic engine failure on the 1st of April, Michael owned the issue, was very supportive to us at a stressful time, keeping us regularly updated, the issue was resolved in 8 working days, which when you consider involved sorting the warranty, ordering parts and changing the complete engine is indeed worth of praise. Both Michael and Rob are a credit to your organisation and you should be proud of them. It goes without saying that I will continue to use Sytner Land Rover and recommend you to others. Keep up the great work. Regards Ian
– Ian Pashley
Alan Davis (right), Head of Business, congratulating Mike Swan.
Award Nominee, April 2022
Mike is our worthy Making It Special nomination for April, as without being asked he has picked up the Jaguar used car mantel in the absence of a Sales Manager and got to work! We have just had our best Jaguar used car month so far this year as the cars are quickly taken into stock, rushed through the workshop, cleaned, photo’d and on the forecourt with urgency. This has been recognised by the Aftersales Manager making his life easier along with everyone in Jaguar Sales upping their game! Well done Mike for making a real difference. Thank you.
Tony Wilson (right), Managing Director, congratulating Nick Harrington.
Award Nominee, April 2022
Nick is new to the team and the industry, not only has he taken to it like a duck to water but his customer focus and willingness to learn has been second to none.
Customers have been giving great feedback regarding his warm welcome and smiles. His customer, Mr Smets was extremely grateful and bought gifts for Nick to say thank you for getting his car back so he could go away the next day.
Also Mr Berry was stranded at the end of the day and was unable to secure a way of getting home. Nick was headed out the door and overheard the conversation, without a second thought offered and took Mr Berry home. So congratulations Nick and keep up the good work!
Ellie Bridgman (right), Service Reception Manager, congratulating Adam Smith.
Jaguar Land Rover South West London
Award Nominee, April 2022
Our Making it Special nomination for April goes to Adam Smith. He has been an instrumental part of the Work Experience season. Adam has provided mentoring to support the students in over 200 hours of practical experience in our workshop during March and April.
Never once has he said no to a request to take on a new student and sometimes even has two students at a time. He has a positive attitude towards their learning, taking care to show them what he is doing and why it’s being done.
Adam has encouraged the students into stretching their learning and given them valuable information about his journey in the industry. Adam has been an excellent role model for the students he has worked with. Some feedback from the students: “I have loved every minute of my work experience” “I felt like I actually worked here, Adam gave me so much to do” “Working with Adam is so much better than college!” Comment from a parent – “He is loving it, he comes home covered in grease with a huge smile on his face and can’t wait for the next day”
Not in photo (right), Not in Photo, congratulating Cheryl Fowler.
Award Winner, April 2022
Coventry pupils benefit from book donation from local Sytner dealership.
Pupils from Southfields Primary School in Coventry have received a donation of books from Sytner Group dealership, Land Rover Coventry to help with their reading.
Colleagues from the Sytner Group dealerships donated hundreds of books to the local school to enhance the children’s learning experience and ability to enjoy reading.
Cheryl Fowler, Sales Administrator at Sytner Land Rover Coventry, said: “A colleague from our accounts department has a friend who works at Southfield Primary School and she mentioned how she has been trying to build the library to encourage a love of reading and that funding has been a real issue facing the school.
“As a result of the limited funding, some of our most vulnerable families do not get the full access to a wide range of texts that they deserve and that support through funding and donations will help the school reach even more families who are often struggling to access books.”
According to the National Literacy Trust, only 44% of children in the UK are read to on a daily basis, and so more children see this as a skill to be learnt and not as a pleasure. Pearson states that reading for enjoyment every day not only allows individuals to perform better in reading tests than those who don’t but also develop a broader vocabulary, increased general knowledge and a better understanding of other cultures.
Cheryl continued: “I thought we could ask both colleagues at Sytner Land Rover and Sytner Jaguar here in Coventry if they had any unwanted books to donate to the children at the school as this would make a huge difference to them.
“Colleagues have been so generous and we are proud to be donating so many to the children here in Coventry.”
Southfields Primary School provides a secure, stimulating and caring environment to give children the best possible start to their education.
Tracey Purcell, HLTA and Library Lead at Southfields Primary School in Coventry, said: “We can’t thank the Sytner team enough.
Tracey Purcell, HLTA and Library Lead at Southfields Primary School in Coventry, said: “We can’t thank the Sytner team enough
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