Sytner JLRS Division
Steve Dance (right), Workshop Manager, congratulating Jonathan Parker.
Jaguar Land Rover Ascot Service Centre
Award Nominee, September 2022
Jonathan Parker is our Making it Special winner for September, due to his perseverance and determination to get the job done. Jonathan has worked on a number of vehicles this month which have been somewhat of a challenge and not straight forward.
His hard work has enabled us to deliver the great service our customers deserve and we want to reward Jonathan for this.
Alain Padkin (right), Accountant, congratulating Shahanz Jamil.
Award Nominee, September 2022
We have nominated Shahnaz Jamil for her contribution to “Making it Special” for both our customer and staff, with the amazing displays throughout our dealership to acknowledgement and support Black History Month. Shahnaz also contributed some great ideas for the event, many of which were adopted and she came in on her days off to set up all the decorations. Numerous positive comments have been received regarding the displays and they have undoubtedly raised awareness of BHM throughout the dealership.
Ian Bennett (right), Head of Business, congratulating Natalie Bevis.
Award Nominee, September 2022
Natalie has been nominated this month due to the feedback we have received from customers. Not only does she strive to make sure our customers have a great customer experience, she looks for little details that demonstrate that she genuinely cares. Well done Natalie!
The lady at the office who looked after me is a very valuable asset to the company, the little things she was able to pick up on because I wasn't myself as my son was sick.This gesture warmed my heart so much I was proud to own one of the vehicles.She deserves to be mentioned and used as an example on how to treat customers.Natalie is really an asset to the company.Natalie Bevis - very great asset to the company, really made me feel valuable.
–
Geoff Stevenson (left), New Car Sales Manager , congratulating Jake Wassell.
Award Winner, September 2022
We are consistently delighting our customers and on this occasion we thought that Jake made our customer feel that extra bit special.
New to the brand Mrs Shabana Yousaf-McIntyre had eagerly and patiently awaited her new Range Rover Evoque, Jake wanted to make this experience extra special for Shabana this being her first Land Rover product.
Jake knew that Shabana loved cupcakes so as a real unexpected treat, a bouquet with a difference was organised. Jake arranged a surprise cupcake bouquet for Shabana and her son who were absolutely overwhelmed with the special handover as the bouquet looked just like a real bouquet of flowers with the added twist of a sweet treat!
Andy Penn (left), Head of Aftersales, congratulating Claire Bales.
Award Nominee, September 2022
Our Making it Special nomination for the month of September is Claire Bales.
Claire consistently receives positive customer feedback through many channels, included are several recent Trust pilot reviews which are a true testament to Claire and the customer service she delivers.
In addition to the reviews our Head of Aftersales has received several emails praising Claire.
Well done!
Great experience with the team at Sytner Coventry. Easy booking process, great communication from Claire and all aspects dealt with very professionallyAs always Sytner Jaguar at Coventry gave me an A1 customer experience, both on a recent warranty claim matter, and then more recently on a routine service. They always make me feel like a highly valued customer - a special mention to Claire in Service Dept who is the very definition of Customer ServiceEvery time I come in to have my car looked at I get very good service. On this occasion with the issues that I have had with my vehicle Claire on the service desk has gone Beyond my expectations with the help and support she has offered and given me during my last experience. I would like to say a massive THANK YOU to her and to yourselves with all the help given.The service was excellent, Claire was friendly and knowledgeable. I was impressed with the video of the tasks undertaken and the valeting of my car inside and outside. Many thanks!
– Various
Gary Button (right), After Sales Manager, congratulating Nick Bates.
Award Nominee, September 2022
Nick has grown and developed over the time he has been with us. Nick has recently used his knowledge and experience and taken another colleague under his wing to support his growth and development in the team.
Well done Nick, we are all so proud of you.
Alan Davis (left), Head of Business, congratulating Toby Sergeant.
Award Nominee, September 2022
Toby is our Employee of the Month for September, he is always there to help with customers that turn up with Ad-Blue requests and tyre issues. The work is always completed with a smile and willingness to help, well done Toby!
Brian Bannister (left), Aftersales Manager, congratulating Joanne Kirkham.
Award Nominee, September 2022
Joanne was covering both her own role and also covering for another member of her team who was on holiday and worked extremely hard to make sure everything was completed and nothing was missed. Joanne never complained or asked for help and still managed to ensure that we provided the same high level of customer service.
Thank you for all your hard work Joanne!
Luke Sutton (right), Front of House Manager, congratulating Vince Davis.
Award Nominee, September 2022
Vince has been absolutely amazing and when he is put under pressure just gets on with the job, there has been many times over the last few months where the department has been short staffed and Vince always goes above and beyond to help not only the customers but colleagues as well.
He always makes sure that the customers are looked after from making them a drink to helping them unload their vehicle along with covering any staff shortages.
Wendy Beatty (left), Head of Customer Service, congratulating Natalie Walker.
Jaguar Land Rover South West London
Award Nominee, September 2022
This month I am delighted to share that Natalie Walker has been awarded our Making it Special award. As you are aware Natalie is instrumental in leading the Host team—making sure we have enough of the team where they need to be to drive the excellent customer service that our customers are expecting as they walk into or call into our beautiful dealership.
Every month she runs an hour session where she brings the team up to speed on any changes and makes sure the team are all delivering to a high standard. The feel and ambience of the lounge needs to be calm and swan-like and Natalie is a massive part of this.
She is very committed to the team welfare and makes sure everything runs smoothly. She goes the extra mile to make sure customers are welcomed and leave with a big smile on their faces. Thank you Natalie for all that you do …
Wayne Green (left), Service Manager, congratulating Craig Jerrett.
Award Nominee, August 2022
We have nominated Craig for August’s Employee of the Month for his commitment to the customer. A customer’s car was in for an update and the update was taking longer than expected. These updates cannot be interrupted by turning off the computer for the night so Craig knowing how important it was to the customer and to make sure that the job was completed he stayed on site until 7.30pm (all H&S procedures were in place) until the download was complete.
He did this all without been asked to and just volunteered, thank you Craig.
Gary Slater (left), Head of Sales, congratulating Calum Rance.
Award Nominee, August 2022
Our Making it Special Nomination for the month of August is Calum Rance.
When Calum’s customer had visited the showroom he loved our ginger biscuits. Calum took note of this and ordered some Fortnum and Mason ginger biscuits for the customer to give to him when came in for his handover. A lovely gesture and the customer was thrilled.
Also Calum has been a fantastic support to our new additions to sales team guiding them through the sales process.
Well done Calum!
Steve Dance (left), Workshop Manager, congratulating Keith Willis.
Jaguar Land Rover Ascot Service Centre
Award Nominee, August 2022
Keith has worked above and beyond to make sure our customer vehicles have been completed on time. Whether this has meant Keith arriving early to the business or staying late, he has done what it takes!
Great example of exemplary customer care, well done Keith.
Roman Zawadzki (left), Head of Sales, congratulating Jaideep Bindra.
Award Nominee, August 2022
Our nomination for August Making It Special is Jaideep from the Service team who has been a huge help and support in the drive through for everyone each morning over the past 2 weeks.
He welcomes every customer with a smile and is always ready to go, no job is too big for him.
We thank you so much with your huge heart.
John Wicks and Sally Gollop
Award Nominee, August 2022
We are nominating John Wicks, Warranty Administrator and Sally Gollop, Service Advisor for August’s Making It Special as we had our Health and Safety annual audit in August. We had a really good result of 88%, this was up on last year from 82%, and this is brilliant work from both Sally and John.
All their hard work paid off, even more so as they both have other roles within the dealership.
Paul Williams (right), Managing Director , congratulating Adrian Stenton.
Award Nominee, August 2022
With his passion for customer service, Adrian has been truly exception in spearheading the way with our ‘Hotel Wakefield’ bringing a little bit of Mayfair to our Wakefield Retailer with the Sales into Service Programme.
It has united both our Sales, Reception and Service Team’s with our extended meet and greet programme which in turn has left the whole team with a huge morale boost. The customer feedback has been extremely positive with customers commenting that his has enhanced the regular service they receive.
A big thank you to Adrian for all the extra time and effort that you have generously given without hesitation, well done!
Juspal Samra
Award Nominee, August 2022
Juspal is our Making It Special nomination for August and where to start…
Juspal has been a huge support to all departments and is having to continuously think on her feet, she is always on call to answer our questions.
Also with Juspal’s input and help we as a retailer reached the score of 97% in our the recent audit. On top of this Juspal is our Mental Health First Aider.
The above shows the extra mile that Juspal will go to for the team and retailer and always with a smile. Great job Juspal and thank you.
Ian Bennett (right), Head of Business, congratulating Rob Gicquel and Steve Mulvoy.
Award Nominee, August 2022
Mr Lodwidge, a customer at Sytner Land Rover Portsmouth who was so impressed by the Service he received by 2 team members he decided to email the Aftersales Manager to recommend they be recognised for Making it Special for him by going Above and Beyond.
This is a great example of delighting our customers, well done to you both!
I am writing to you regarding two members of your service team at Sytner Portsmouth. Both Rob Gicquel & Steven Mulvoy are a credit to you, your team & Sytner as the level of customer service I received from of them was outstanding.Initially dealing with Rob his persistence and going above and beyond with the warranty company to ensue all of the relevant information was provided to enable the work on my vehicle to be approved was exceptional.Secondly when Rob was on annual leave again Steven pick this up for me to ensure the full works were approved and this ensured the repair was completed on the scheduled date and returned to me completed.Both Rob & Steven kept me fully updated throughout the process and clearly demonstrate a “can do attitude” to ensure the customer experience is a good one and I am very grateful for all of their help and support.If there are any internal monthly awards that Sytner provide to their employees that go above and beyond I would certainly like Rob & Steven to be considered.Thank you again to them bothMr Lodwidge
– Mr Lodwidge
Helen Rabjohn (left), Reception/Host Manager, congratulating Kerry Sykes.
Award Winner, August 2022
Kerry is one of the newest members of our Reception/Host team and consistently goes out of her way to provide excellent customer care.
On this occasion a customer had ordered an item from our Parts department which was on back order and had waited a long time for it to arrive. When it came into stock, Kerry took it upon herself to deliver the part on her way home as the customer lived nearby. The customer was delighted that Kerry had gone out of her way to bring the part to him and avoid any further inconvenience.
Well Done Kerry keep up the good work!
Ellie Bridgman (right), Service Reception Manager, congratulating Bethany Jenner.
Jaguar Land Rover South West London
Award Nominee, August 2022
Bethany has had so many positive responses from customers in August that really shows how she has been following Customer First Principles.
Two customers made their views known which consequently led to her Making it Special nomination – Mr Doyle and Mr Holmyard. Mr Holmyard was absolutely thrilled with the extra support that Bethany offered. Two parts were on back order and Bethany did all she could to ask the Parts department to escalate the issue and parts were found at a different Sytner dealership. She kept Mr Holmyard updated throughout and then once the car was ready to go back she made sure the boot was full of branded treats.
Thank you Bethany for going surprising and delighting these customers.
I have had recent visits to JLR SWL, despite the fact I just showed up with a breakdown issue – Bethany was helpful, explained everything clearly and made sure I felt important to both them and Sytner. I’ll be back – I couldn’t be happier
– Mr Doyle
Emma Cole (left), Customer Relations Manger, congratulating Janeth Seath.
Award Nominee, August 2022
In one sentence Jan is incredible, she has been with the business for years and is full of so much enthusiasm. There is not one moment that I can pin point, she makes it special for colleagues and customers on a daily basis and always goes above and beyond.
Nothing is ever too much trouble and I can say on behalf of the entire team that it wouldn’t be the same here without her and she deserves the recognition.
Nothing is too much of a problem she literally gets on with it!
Irene Smith (left), HR Business Administrator, congratulating Leanne Abrey.
Award Nominee, July 2022
Leanne on the front line in Jaguar Service continued spinning the plates and providing business as usual in the absence of her Line Manager away along with other close colleagues away on annual leave. Leanne kept driving a performance, providing best advice and delighting customers which reflected with NPS. Well done!
Frank Szabo (right), Parts Manager, congratulating Sean Willis.
Jaguar Land Rover Ascot Service Centre
Award Nominee, July 2022
Sean has been nominated for July’s Making It Special due to his continuous hard work, can do attitude and the extra work he has put into growing the relationship with our trade customers in particular Premier Panels which has generated both parts & service profit.
We have received nothing but great feedback for Sean and feel this deserves some extra recognition.
Gary Button (left), Head of Aftersales, congratulating Lester Cann.
Award Nominee, July 2022
Lester Cann is so helpful in the Service department, every morning during check in. He is here with a beaming smile on his face every day – ready to greet customers from before 08:00am!
He is so attentive to each customer, he is kind and caring to employees too and we are very grateful to have the support from a team member from another department.
A true representation of One Team. Well done Lester:-)
Andrew Sheilds (left), Aftersales Manager, congratulating Nick Calvey.
Award Nominee, July 2022
One of Nick’s colleagues nominated him for going above and beyond for our customers, please see the quotes below:
1st – Nick was asked to collect a customer’s vehicle from Bath, he left his car outside her house and repaired the car the next day and returned the car back to the customer. He collected his own car as not to inconvenience the customer again.
2nd – He was asked to go to Keynsham by one of the Service Advisors to reset a service light that had come back on after a service so as to not inconvenience the customer.
3rd – Nick was asked to go to a customer’s house to re refit a small piece of trim which kept falling off after the customer had had a large amount of work done and again he was more than happy to help as not to inconvenience the customer.
Ian Bennett (right), Head of Business, congratulating Sam White.
Award Winner, July 2022
Sam has been nominated for this month’s Making it Special. He was returning from the airport from his holidays when he happened to notice one of his colleagues stood by a broken down courtesy car (which was on its way to be delivered to a customer) on the hard shoulder on the opposite carriageway.
He came off at the next junction to turn back around and go towards his colleague to see if he could help. He managed to get the car fixed and his colleague back on the road before he headed home.
With his one team attitude he managed to delight his colleague by going above and beyond, well done Sam!
Nick Moore (left), General Sales Manager, congratulating Anthony Greenway.
Award Nominee, July 2022
We have nominated Anthony Greenway for Employee of the Month of July because on the 11th July when we had record temperatures and the staff were slowly melting in the heat. ON HIS DAY OFF Anthony brought a cooler box full of ice lollies and ice creams out of his own money and brought them in to help members of the team and a few of the customers in the Showroom cool down.
He doesn’t even live locally so it was out of his way to call into the showroom.
Thank you Anthony for cooling us down.
Mike Tyson (left), Head of Business, congratulating Alison Longstaff.
Award Nominee, July 2022
Congratulations Alison on being our Making it Special nomination for July
On the last Friday of the month with 6 vehicles still to register the Land Rover registration system ceased to operate. Alison not only stayed late that day to see if the system came back online but without hesitation set herself up with a laptop she could take home to register vehicles on Saturday. This made all the difference for 6 customers collecting their new cars who in the end didn’t even know there was a problem
Thank you!
Andy Penn (Left ), Head of Aftersales , congratulating Graham Boswell.
Award Nominee, July 2022
Can I say a huge thank you to Graham, Technician.
I had a pregnant lady collect her car this evening who’s been waiting for a very long time for the car to be repaired as she is due to have her baby any day.
When coming to collect at 5:30pm, my customer got into the car and an orange icon appeared on the dash which was not on there when I drove it round. I headed down to the Workshop and Graham came straight out took it into the workshop replaced a sensor and the lady was on her way within 10/15 minutes.
The customer said how much she appreciated the fast response and kindness of the Tech.
I really wanted to pass this on:-)
Andrew Shields (right), Aftersales Manager, congratulating Jasmine Birch.
Award Nominee, July 2022
One of Jasmine colleagues voted for her to win, as she is always helping out staying late if needed, coming in on her day off if we are short staffed and just going above and beyond to help out. We have also had a lot of customer compliments about Jasmine on her efficient service when bringing their vehicles in for service and repair.
Nathan Dawson (right), Service Manager , congratulating Keith Hancock.
Award Nominee, July 2022
Our Sales & Service Driver, Keith has really put his heart and soul into ensuring the very utmost in customer satisfaction recently when returning and delivering customers vehicles.
Firstly offering to do an emergency handover to a customer in Scotland who was extremely grateful relaying some wonderful feedback and then taking it upon himself even giving up his own time to help our Sales team by detailing customer’s cars before delivery.
Caring Keith was very aware having recently changed our valeting company which had resulted in a few teething issues which had impacted on our Sales Department, so Keith had stepped in to help out and pass on his expertise.
A big thank you Keith what a star!
Tony Wilson (right), Managing Director, congratulating Samantha Wilkinson.
Award Nominee, July 2022
Sam has been nominated by her fellow colleagues in the Sales & Accounts departments. She has helped all of the team efficiently as usual but has also stayed late and worked out of hours at home to help the Sales Executives with last minute invoices or work that has been required.
She has also been on hand for the Accounts team in the same capacity, truly showing a one team, work together attitude.
Congratulations Sam, keep up the amazing work!
Ellie Bridgman (left), Reception Manager, congratulating Luke Buckingham.
Jaguar Land Rover South West London
Award Nominee, July 2022
Luke has spent a week recently working with the Service Advisor team. He was supportive and approachable and added value to the team talking through technical queries. If a customer needed some more information he was more than happy to jump out to support the customer and the team.
Luke offers technical knowledge in a way that can be understood—clear, succinct and without jargon, indeed in layman’s terms.
He has recently offered to assist with the workshop control team which has supported the business, but also has assisted in Luke learning new skills.
Luke always looks to see what he can do to support and make a difference every day in the business. Thank you so much Luke.
