Sytner JLRS Division
Nick Moore (left), General Sales Manager, congratulating Michael Burczak.
Award Nominee, December 2022
Our Sales Management team have unanimously nominated Michael our Sales Administrator for December’s Employee of the month for going above and beyond for the Sales team.
Tom rang Michael on Saturday 31st December (New Year’s Eve) in a panic as they needed to register a demonstrator before the end of the year, Michael who was out shopping with his family and very kindly came into the retailer to tax the new demo.
Thank you Michael!
Paul Williams (left), Managing Director , congratulating Kati Wilkinson.
Award Winner, December 2022
Kati joined the team at Wakefield only a few months ago but has already made a positive impact with both staff and customers alike with her caring nature.
Kati is actively involved within her local parish which supports a wide area within the Wakefield area with fundraising and other community projects. She heard of the plight of the local food bank at the Church which was forced to reduce its opening times due to lack of stock. Kati set up a donation drop off point in the dealership and actively encouraged both staff and customers to donate to help with much needed essential items. This was just going to run over the Christmas period but has become so popular that we aim to keep it running as long as it is required, we are already on our 8th drop off in its’ 5th week of running which is amazing!
Such a well-deserved Making It Special well done Kati.
Photo To follow - Kaylum is currently on holiday (left), Details to follow, congratulating Kaylum Flanagan.
Award Nominee, December 2022
Kaylum is our December Making It Special nomination for the great customer feedback he has received from Mr Hollyhead who is an ex-Stratford customer.
Feedback Message: I’ve lost the wheel nut security tool for my RR Sport. Callum Flanagan has given absolute first class attention to my problem today when I visited Coventry. Apparently my “ nuts” are a bit special but he tracked down a solution. Very efficient & Professional. Top class.
– Mr Hollyhead
Alan Davis (right), Head of Business , congratulating Marcia Scott.
Award Nominee, December 2022
Marcia has stepped up into our Accounts control position and is already doing an amazing job!
She has gained the full support of her Accounts department and Sales Admin who all work closely together along with our Retailer Management team where she is a key colleague.
Nothing is too much trouble and she is always willing to assist and rises to a challenge!
Congratulations Marcia, well deserved.
Trevor Wale (left), Head of Business, congratulating Richard Pitt.
Award Nominee, December 2022
We have nominated Richard for December’s Making It Special for his kind gesture to all team members at Northampton by offering a vehicle check for the winter period. This involved a free check over of staff vehicles whilst at work, looking at their tyres, all levels under the bonnet and advise if anything else was needed.
This has been highlighted across the dealership of how kind and thoughtful Richard is, to offer this to all his fellow work colleagues.
Alberto Conde (left), Workshop Manager, congratulating Lee Newell.
Jaguar Land Rover South West London
Award Nominee, December 2022
Making it Special in December:
I would like to say a big well done and thank you to our worthy Making it Special December winner—Lee Newell. Lee is one of our experienced Technicians and was nominated by his peers for the hard work he provides to the business not just in December, but month on month throughout the year. He aids other Technicians when requested and provides solutions when needed especially to his Apprentices. He is an amazing asset to the team along with his knowledge and experience.
Thank you Lee for all you do and bring to the business.
Kayleigh Harrop (left), Aftersales Manager, congratulating Kelly Line.
Jaguar Land Rover Ascot Service Centre
Award Nominee, December 2022
Mr Dundas (has had multiple issues with his vehicle) came in late on the 22nd December as he had just packed up his car to travel to Spain with his family, his wife is poorly and they had planned a Christmas away with all the family including his dogs. As he was leaving the petrol station a red warning came up on the dash and the vehicle locked itself in low mode, he drove here hoping it would be something small but unfortunately it wasn’t.
The customer became very distressed as he was due to travel in the morning and with the animals it meant he couldn’t just get a flight, Kelly did everything she could to help him, calling around hire companies and looking for alternatives but with no joy. In the end she thought to call Coopers and see if there was any way we could insure the customer in one our cars so that he and his family could make the trip! Coopers were in agreement (with some conditions).
Kelly then had to push back one of her other good customers that was booked in the vehicle so that we could lend Mr Dundas a vehicle.
This is a well-deserved nomination, Kelly went above & beyond for the customer and this is what Making it Special is all about.
simon crane (left), head of business, congratulating Lewis Painter.
Award Nominee, December 2022
Lewis is a great asset to our company, he is always there to step in and help out if a customer needs a car dropped off or picked up, he is the first to volunteer to work outside of his hours, he is happy to support all the departments when they need help, recently working in the Service department as they were short staffed.
I just wanted to say what a pleasure it was to discuss our requirements with Lewis Painter. Throughout our investigation into buying a new Jaguar Lewis was helpful, patient . My wife and I are grateful for the courteous and professional service Lewis provided. Thanks again, with best wishes,
– J and Valencia
Simon Crane (right), Head of Business, congratulating Blase Miller.
Award Nominee, December 2022
We have had a lot of customer feedback along with Blase’s colleagues nominating her for Making it Special as she is always helping out and going the extra mile, well done Blase
Blase was very Helpful and friendly at reception today if i am not back to purchase a vehicle i will be back to say hello Thank you
– Mr Underhill
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
Steve Dance (right), Workshop Manager, congratulating Ian Woolls.
Jaguar Land Rover Ascot Service Centre
Award Nominee, October 2022
We have nominated Ian Woolls to receive our Making It Special for October.
Ian is always happy to tackle any job given to him and enjoys the challenge. He also supports/help the team, colleagues where he can.
. (left), ., congratulating Iain Marshall.
Award Winner, October 2022
Our Making it Special nomination for the month of October is Iain Marshall.
Iain really makes it special for the team at Land Rover Coventry, he will often bake for them or make bacon sandwiches.
In the photo attached, of his own back Iain made and paid for hot dogs and onions for all of the aftersales team, which was truly appreciated.
Thank you, Iain!
Phil Watson (right), Service Manager, congratulating Lucy Stillwell.
Award Nominee, October 2022
Our October nomination goes to Lucy having really embraced her role as Senior Service Advisor. She is an asset to the department and the dealership, her constant support to the Service Advisors, and helpfulness to other colleagues has gone above and beyond on multiple occasions.
Lucy came in at the end of the month in October to make sure that the end on month ran smoothly, this was on her day off. Lucy stayed until late, making sure everything was ready for the next day, always ready to step in and help.
Ian Bennett (left), Head of Business, congratulating Daisy Wyatt.
Award Nominee, October 2022
Daisy has consistently received fantastic feedback from our customers on how she has made it special for them. A recent one was from Mr Kennedy who was distressed with a broken down car and was going through a difficult time with his partner in hospital. She went above and beyond – even the phone lines going down didn’t stop her making arrangements to get his car returned to him to ease his stressful situation. Well done Daisy!
Daisy kept me well informed, up to date and made sure I was kept up to date even when the phone lines were down by taking the initiative to email. Daisy also helped to make sure I could get my car returned to me when I wasn't able to collect due to my partner being admitted to hospital. All in all a fantastic service.
– Mr Chris Kennedy
Simon Robertson & Tom Booth (left), Sales Managers, congratulating Hazel Kenyon.
Award Nominee, October 2022
We would like to nominate Hazel for employee of the month.
She has been an absolute asset to the Reception Team these last couple of months and an excellent role model to the rest of the team.
After losing Megan at short notice to the Service Team Hazel went massively out of her way to support the team, covering as many of the days as possible above her exiting hours. Many weeks she has more than doubled her contracted hours and put her hairdressing work on hold in order to help us out and reduce the number of days we required temporary cover.
In addition to this we want Hazel recognised for her stellar performance with the recent Mystery Shopper. Looking back at the video she dealt with the Mystery Shopper in ‘text book’ fashion – 100% for her section.
Secondly, she has been personally highlighted by name in THREE Google reviews over the last couple of months for her outstanding customer service. i.e. Excellent customer service from Hazel Kenyon. Really welcoming, friendly and sorted out my query in no time. Just the best dealership. Thank you 🙏
Another reason, we want to recognise Hazel for her commitment and diligence, even in the more difficult times, Hazel is currently firing on all cylinders which is noticed by all. We want Hazel to realise that we really value everything she has done for both the Team and the Dealership as a whole! And that we recognise her loyalty to the company and she demonstrates all the attributes to making it special for our customers
Well done Hazel!
Mike Tyson (left), Head of Business, congratulating Nigel Case.
Award Nominee, October 2022
Nigel recently helped a customer who had an issue with her key and was quite fraught and worrying that she wouldn’t be able to secure her vehicle. This was shortly before the business was due to close but Nigel elected to stay behind and wait for the customer so he could resolve her issue which she was extremely relieved and thankful for.
A good example of going the extra mile. Well Done Nigel!
Fantastic service from Sytner Sheffield service/parts- central open/lock completely stopped working on my key (keyless entry still working and was able to drive fine) !- I called them up in a huge panic (obviously worried I wasn’t going to be able to lock my car) 10 mins before they were due to close and Nigel kindly waited for my arrival (25 mins later) to get the key sorted! All working fine now! 1 happy customer! I’m really appreciative! Thank you!
– Liv F
Paul Williams (right), Managing Director , congratulating Nathan Dawson.
Award Nominee, October 2022
Mr McWilliams had recently taken delivery of his new vehicle and was very excited as this coincided with a trip to Chicago to his Son’s wedding. Unfortunately on the way to the airport the vehicle went into restricted performance in the fast lane of the motorway which was very scary. Thankfully both passengers and vehicle were safely recovered to a Land Rover dealership and then onto the airport. Mr McWilliams understandably upset rang Nathan to explain what had happened and that the dealership where the vehicle was couldn’t start any work on the vehicle for some weeks. In stepped Nathan to save the day reassuring Mr McWilliams not to worry and enjoy his holiday and wedding all would be taken care of. Nathan contacted the dealership where the vehicle was and had it recovered to Wakefield where he followed the vehicles progress through the workshop every step of the way and regularly updating Mr McWilliams and even organising return travel for them on their return to the UK. Through Nathan’s hard work and building rapport and faith with the customer avoided a complaint and a potential buyback as Mr McWilliams had lost all faith with the vehicle. Mr McWilliams even emailed Nathan to thank his for the extraordinary lengths he went to. Well done Nathan for owning it and solving it!
Ellie Bridgman (right), Front of House Manager, congratulating Amy Harwood.
Jaguar Land Rover South West London
Award Nominee, October 2022
Please let me celebrate with you our winner of Making it special for October—Amy Harwood, our Service Administrator.
Amy has not been with us for very long but in the short time has really stepped in and supported the team beautifully.
Many customers have called in, written in and sent in 5 star reviews and VOC scores. Amy is an absolute pleasure to be around and is always quick to jump into any situation. She embodies the JLR Customer First Principles and uses these every day to make sure she is driving Excellence in the Customer Journey.
Gary Knott and Simon Crane (left), Head of Sales and Head of Business, congratulating Steve Barnett.
Award Nominee, October 2022
Steve always receives a lot of great customer feedback and it is fantastic that Steve goes above and beyond for our customers, this email below just goes to support his great customer feedback. Well done Steve!
Dear Mr Crane I thought I would like to just write a few lines in praise of Mr S Barnett from your Bristol office. I have bought several Land Rovers over the years and I have to say the service I have received from Mr Barnett has been over and above what I have come to expect in these modern times, these last few years have been difficult to say the least and both myself and my other half Helen are registered as critically vulnerable with regard to the Covid virus and any unnecessary contact would be very dangerous to both of us. So when I contacted sales at Sytner Bristol I was pleased to find a group of people who were prepared to go out of their way to allow me to achieve my aims. Mr Barnett went out of his way to make the whole transaction as easy and as safe as possible and I would like to thank him wholeheartedly for his efforts. I am not the most tolerant person but nothing was too much trouble for him. Thank you and I should like you to pass on my wishes to him. Yours sincerely David Mulroy.
– Mr David Mulroy
