Sytner JLRS Division
Beth Tyler Smith (right), Customer Service Manager, congratulating Matthew Waters.
Award Nominee, February 2023
We have nominated Matthew for dropping off a customer’s vehicle out of hours and not getting home until at 9.30pm.
Thank you for going the extra mile in light of customer satisfaction and expectations.
Bekkah Stanley (right), Used Car Sales Manager, congratulating Mark Oldrey.
Award Nominee, February 2023
Preparing ourselves for a busy month, Mark has been assisting his colleagues with their hand overs and making sure that not only the showroom but also his colleagues who are newer to the business have all they need to make the next month a success.
Ensuring that the customers are able to receive their cars with no issues and have a great customer experience. Mark has done this whilst preparing for his busy workload.
The feedback from his colleagues and the customers has been amazing. Well done Mark!
Roman Zawadzki (left), Head of Sales, congratulating Bonnie Dodman.
Award Nominee, February 2023
The main reasons for Bonnie’s nomination was down to her working tirelessly ahead of our successful midnight handovers for 1st March and also the 48 new cars that we delivered on the day of the 1st too.
During the peak of February we had 123 sold new cars on site that she co-ordinated with her team over the month of February and the customer feedback and comments from the new car sales team are very complimentary of Bonnie and her team.
On multiple occasions throughout February and in March she has worked very late to ensure that the customer experience for handovers has been exemplary, whilst the preparation role is headed up by Bonnie she has gone beyond her working hours and her normal area of responsibility to ensure a very smooth and successful March handover period.
Ian Bennett (left), Head of Business, congratulating Louise Lawson-Hatch.
Jaguar Land Rover Ascot Service Centre
Award Nominee, February 2023
Louise is a key member of the team and goes out of her way to make sure she can do everything possible to help both with our team and our customers. Louise has organised a lot of events for the business & team – mental health day, valentine’s day & making it special to name a few. She never allows herself to walk through the business without a smile on her face and only promotes positivity.
Louise although part of the Divisional team never creates a divide and nothing is ever to much for her, I would like to nominate Louise for this months making it special.
Kay
Andy Penn (left), Head of Aftersales, congratulating Lynsey Swaby & Phil Sims.
Award Nominee, February 2023
Well done Lynsey & Phil!!!
Your hard work and customer focus is always appreciated by us and all of your customers!
Keep up the amazing work!
Dear Oliver, I wanted to write and congratulate and acknowledge the exceptional customer service I have received from two of your team members, Lynsey Swaby and Phil Sims. My car was stolen in December 2022 and was quickly recovered but not without some damage. I received a call from Lynsey the moment she knew my car was arriving to you. She introduced herself as my point of contact and promised to make regular contact. (I have to say I was a tad cynical about this statement having previously received less than average service from other Land Rover dealerships and some within the Sytner Group) However, Lynsey did exactly as she said she would and kept me regularly updated even if there was no meaningful update. You will appreciate that dealing with an insurance claim, along with the availability of parts is very challenging and requires a great deal of skill and tenacity to juggle and thread together each component. Lynsey did this with complete professionalism and conviction perfectly blended with her friendly and reassuring personality. This is, by far, the best customer service I have received from any dealership since I became a customer in 2001. I have a great deal of experience working within a customer service environment so my starting expectation is set pretty high. I had slightly less interaction with Phil Sims but he provided the same levels of exceptional customer service at each interaction which meant that my entire experience was a hugely positive one. Phil was very knowledgeable, approachable and reassuring in assisting with the insurance claim. Phil stayed to wait for me to collect my car on 1st February and even though the garage was clearly about to close I didn’t feel rushed, and he offered me refreshments both on arrival and for the ongoing journey home. He was a true professional. Both Lynsey and Phil are the epitome of exceptional customer service and both should be recognised as a huge asset to your business. I am still outstanding a part to complete the job and expect the team will be in touch as soon as it arrives as it was on a long lead time. As an aside, even the staff members answering the telephone have been friendly, helpful and professional. Believe me, answering the phone is a really good start, as I found out when I was trying to find a dealer to take my car following the theft. So many establishments today fail to understand the importance of the customer and seem only keen to offer a plethora of excuses and reasons for poor or sub standard customer service. Congratulations on breaking this trend and running an establishment that delivers good old fashioned customer service that makes a customer feel valued. Kind regards, Cindy Cade
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Mike Tyson (right), Head of Business, congratulating Julie-Ann Sellars.
Award Nominee, February 2023
A customer came to collect their new car and was suffering from travel sickness after a long journey, Julie-Ann looked after the customer, made her several cups of tea and made sure she had everything she needed to feel better.
The customer was really appreciative and managed to enjoy her handover, she even went on to score us 10 out of 10 on her customer satisfaction survey partly due to her experience.
Well done Julie-Ann, excellent customer service!
The lovely lady who welcomed me and gave me several cups of tea on my arrival as I was having a woozy moment due to car sickness. Everyone was so kind and accommodating, thank you x
– Sara Gallop
Nathan Dawson (left), Service Manager , congratulating Dovydas Luinys.
Award Winner, February 2023
We recently had a Ukrainian lady visit our retailer in person as she could not communicate via telephone the lady who lives locally with a family following on from leaving the Ukraine was desperately trying to relay what had gone wrong with her vehicle but unfortunately there was understandably a language barrier.
Our Technician, Dovydas immediately came to the customer’s rescue and attempted to translate but could not understand fully the dialect but did manage to calm the customer down and relayed to her not to worry as we would be able to help. Dovydas then called his mum who is fully fluent in Russian and she translated everything perfectly to the customer who was absolutely blown away by the care and compassion she received.
We were then able to repair the customer’s vehicle she couldn’t thank us enough and was then happily on her way.
The team ethic displayed made this lady feel extra special and very welcome into our diverse business and we have also gained a new very happy customer.
Charles Crossley (right), Head of Sales, congratulating Matt White.
Award Nominee, February 2023
Matt’s colleagues describe Matt as a team player who can’t do enough for both colleagues and customers.
Last week, Matt got a special mention in two customer CLP responses for the AFTERSALES DEPARTMENT. Matt puts a lot of time in to customers who have already purchased from us and his references from Aftersales CLP have really brought this extra effort to fruition.
He is the team member most the likely to have the highest retention, due to the rapport he builds with his customers, the relationship from there on it and his willingness to help them through their aftersales journey.
1) Matt White, he was very obliging and nothing was too much trouble2) Matt White... original sales contact. Matt made a point of saying hello… Smart and professional… I would have employed him
– 1) Mr Anthony Pattinson 2) David Lennon
Alan Davis (right), Head of Business, congratulating Leo Goodhew.
Award Nominee, February 2023
Leo our Triage Technician has been our nomination for Making It Special in February due to his desire to provide excellent customer service and always aims to delight. He is active every morning in Service Reception meeting customers, discussing their vehicle problems, road testing and often resolving even before the car is required to enter the workshop.
He often have many repairs on the go whilst customers wait thus not clogging up our busy retail channels.
Leo also finds time to support his colleagues within the workshop and our Preparation team in rectifying any further technical issues within our brand.
Richard Kocinski (right), Workshop Controller, congratulating Kieran Wilson.
Award Nominee, February 2023
A customer sent an email about Kieran stating that he had fixed a noise that the customer hadn’t mentioned on his visit but Kieran had done this for him, he has also stayed late on occasions to help out and get the jobs finished and on a further occasion the customer’s car wasn’t going to be finished, so Kieran stayed to make sure it was finished so the customer could get home.
Andrew Potgieter (left), Head of Sales, congratulating Richard Vieyra.
Jaguar Land Rover South West London
Award Nominee, February 2023
Richard only joined our business recently and has made an impact very early on. Thank you to Richard for his positive attitude in what is an ever-changing world at the moment. He is tenacious to get customer cars through the process, staying late to make sure all is finished off correctly and to plan for the next day. He is dedicated to making our workshop efficient and for being aware that there is a customer waiting to get mobile again at the end of the day. Thank you to Richard for such a positive start and we are really all excited to see where your journey with Sytner takes you.
