Sytner JLRS Division
Ian Bennett (right), Head of Business, congratulating Tom Allward.
Award Nominee, January 2023
Tom has been nominated for his ‘over and above’ attitude to getting the job right. He is very new to the role (started with us in December) but has given up time off to ensure that nothing is missed in his pursuit to ensure every single used car is photographed within 5 days. This has made a huge difference to the standard we have achieved in our Used cars. Well deserved Tom!
N/A (left), N/A, congratulating Charlotte Turner.
Award Nominee, January 2023
Charlotte has gone the extra mile over the last few months and not only has she achieved over 20% conversion on all of our digital enquires, she has also made us 15% famous for SITS and RITS for Land Rover, she has spent time coaching Yasmin Meads on how to handle a digital enquiry and also assisted the Divisional team making outbound calls to customers to part exchange their vehicles with us and through other channels.
Charlotte always goes above and beyond and is fully deserving of this months award.
Nick Moore (left), General Sales Manager, congratulating Ethan Geldart.
Award Winner, January 2023
We would like to nominate Ethan Geldart for our ‘January’ Making It Special Award.
Ethan proved to be a true star and went well and truly above and beyond anyone’s normal course of duty when circumstances led him to sleep in a customer’s car overnight ! He was on route to Cardiff to deliver a new car to the customer’s home when the motorway was suddenly closed to all vehicles and, along with many other drivers, found himself stuck stationary on the motorway unable to move until the road was reopened by the Police several hours later. He then continued onto the customers home to deliver their new car as promised.
After a rather uncomfortable night’s sleep he executed a very successful handover to one extremely happy and impressed customer! Ethan then returned to the Dealership ‘as bright as a button’ for work after only a very brief detour past his own house to get showered and changed!
Thank you Ethan for your ‘heroic’ attitude and willingness to put yourself out to ensure we had a very happy customer. An amazing example of putting the customer first!
Taz Basharat (left), Account, congratulating Gary Douglas.
Jaguar Land Rover Ascot Service Centre
Award Nominee, January 2023
Great customer feedback! Well done Gary.
I just wanted to share my recent experience with Gary and also the manager (a blonde lady which I didn't catch her name). They both went above and beyond to help me with an issue with my car and getting it back to me asap due to family circumstances. Gary is an absolute credit to the team and his customer service skills are exceptional. I really hope someone will recognise his efforts and give him this feedback. It is guys like Gary that keep you coming back to the dealership. Thanks again Gary for Everything. Best wishes, Olivia Hardy
– Mrs Hardy
Roman Zawadzki (left), Head of Sales, congratulating Carl Summersgill.
Award Nominee, January 2023
Carl very kindly offered to collect a customer for a handover (Mr Gerard Franklin), who lives in Cheshire and didn’t have a vehicle to drive down with.
Gerard Franklin had sent an email to Trevor Wale, Head of Business, Darren Edwards plus some JLR Directors regarding the fantastic experience he received from us and when I met with him on handover he was full of praise for Carl’s manner and his customer service.
Mr Franklin is a customer who I have dealt with for many years, and someone who has very high standard for customer service and professionalism so I feel this is high praise indeed!
Paul Smith (left), Head of Aftersales, congratulating Lisa Ford.
Award Nominee, January 2023
A lovely nomination for Lisa who is new to the position in the Bodyshop Department having never tackled a role of this like in her career.
Loyal customer Mrs Hunter had been involved in a non-fault accident and was exasperated that she was really getting nowhere fast with the repair of her vehicle especially due to back-ordered parts it was going to be some weeks before the vehicle could be repaired.
Step in Lisa to the rescue she really pulled the stops out in owning and solving Mrs Hunter’s ongoing predicament and speeding things along, so much so that Mrs Hunter wrote in to let us know her experience. Well done Lisa, outstanding customer service.
Hi PaulJust to say I have just had my car delivered back (62HB) after a no fault accident. The other side insurers were really dragging their heels and Lisa pulled everything together and moved things forward. She has been absolutely amazing!ThanksHarriet Hunter
– Harriet Hunter
David Hunter (left), Parts Manager, congratulating Lee Lawrence.
Award Nominee, January 2023
Mr Worrall purchased his Discovery from another Sytner Land Rover Retailer and unfortunately got a slow puncture shortly after and could not locate the locking wheel nut key even though Lee suggested places for him to check in the vehicle.
Lee then took it upon himself to contact the Used Car team at the selling Retailer and explained there was no locking wheel nut key in the vehicle and obtained authority to supply a new set of locking wheel nuts and arranged for the customer to come in to us to have them fitted.
The customer was very impressed with the service he received and commended Lee for resolving the issue for him.
Well Done Lee, another satisfied customer!
Alan Davis (left), Head of Business, congratulating Clair Newton.
Award Nominee, January 2023
We have started 2023 with two Service Advisors down and whilst we are currently recruiting for replacements, Clair has taken on the daily challenge of dealing with customers coming into our service operation head-on!
Her customer handling skills and keeping the customer informed has been amazing with plenty of individual VOC comments being made about her personally.
Our NPS score finished at 79% for January and although Claire would be first to say it’s the whole team that’s stepped up, it doesn’t detract from all the effort she is making to delight our customers!
Andrew Potgieter (right), Head of Sales, congratulating Claudiu Todoca.
Jaguar Land Rover South West London
Award Nominee, January 2023
Well we have a FIRST. Our Above and Beyond Winner for Quarter 4 2022 is also the recipient for the Making it special award in January 2023. A huge congratulations and thank you to Claude Todoca. Not only was he nominated by colleagues on site he was recognised by Becci Langdon—JLR Divisional HR Manager.
“I would like to nominate Claudiu, he constantly displays the values of the company, and is one of the few that sees when people need help and provides it without having to be asked. We were onsite at South West London and had been to collect lunch for some guests, and were carrying it back to the retailer. As we were walking across the car park, Claudiu must have seen us through the showroom window and immediately came out to us and immediately carried the box that we had with us. He made sure that it was taken upstairs where we wanted it. Later, the same day a new colleague had been blocked in, as soon as he was asked Claudiu knew who we needed to talk to, but again without any prompting went himself to find the colleague to ensure that our new colleague could leave. I often witness how helpful he is to colleagues and customers, and he always greets you with a smile and asks how you are. I genuinely feel that he demonstrates our values on a daily basis and consistently sees where help is needed and provides it without being asked.”
A big thank you to Becci for nominating Claude and a big thank you to Claude for all you do.
Mark Woodruff (left), Bodyshop Manager, congratulating Ian Allan.
Award Nominee, January 2023
Please can I nominate Ian Allan for Making it Special. We have had a dispute with the valeting company regarding white spray marks on new cars, especially newly painted accessories such as side steps. Ian took it upon himself to repaint a faulty side step and work with the valet team to test it, where it was discovered that one of the chemicals used reacts with the paint causing the white spots.
We had already been forced to repaint a set of side steps and replace another set as a result of this issue at cost to our business, and Ian’s help to find the cause will prevent further cases and save the business thousands of pounds in remedial work, as well as avoid customer disappointment if they were to identify the defect.
A true example of going over and above for the good of the company and for customer satisfaction.
