Sytner JLRS Division
Tom Booth & Alain Padkin (left), Used Car Sales Manager & Accountant, congratulating Sheree Woolley.
Award Nominee, May 2023
We have nominated Sheree for her baking skills, well actually her enthusiastic approach to organising a bake sale and raising money for the charities, but secretly we just love her Biscoff muffins.
Sheree has organised and raised over £600 already this year towards Mental Health week and Breast Cancer. Well done and thank you!
Steve Dance (right), Workshop Manager, congratulating Paul Nash.
Jaguar Land Rover Ascot Service Centre
Award Nominee, May 2023
We have nominated Paul Nash to be May’s Making It Special for his help with TOPIX cloud issues which would often lead to meetings he would be involved in even on his day off!
Delighting customers with his work with customer demo’s, whilst in the background recognition should be given to him sorting and organising the special tools. Well done Paul.
PAUL WILLIAMS (right), MANAGING DIRECTOR, congratulating Samantha Beighton.
Award Nominee, May 2023
Samantha is always looking to improve on client service and satisfaction and has recently piloted a Red Flag and Negative Google Review turnaround with great results. This has not only assisted our Client’s, boosted our CLP but also nurtured and coached our aftersales team. One client however in recent weeks we thought was well worthy of Making It Special as Samantha really made the client feel extra special and as a result turned a 1 Star into a 5 Star Google Review and more importantly gained the Client’s trust and future custom. The vehicle owner had called the retailer to enquire about a recall for their new vehicle and was extremely unhappy how the enquiry had been handled thus prompting the Google Review. Samantha contacted the reviewer and at first had little success, but with persistence managed to coax a response via email. Samantha listened, apologised, advised and made assurances that the recall would be taken care of with the offer of a courtesy vehicle for the day even making sure she booked the customer in personally and more importantly the parts were all made available so everything went smoothly on the day and finishing off by leaving a goody gift bag for collection leaving one extremely highly delighted vehicle owner.
James Dixon (left), Used Car Sales Manager, congratulating Sophie Jones.
Award Nominee, May 2023
Our customer was due to pick up her new car on her 40th birthday. Sophie surprised the customer with flowers and balloons when she came in for the handover.
Frank Kinner (left), Service Reception Manager, congratulating Lauren Harmon.
Award Nominee, May 2023
Lauren who has had an outstanding VOC month in May with scoring 100% with 6 Gold Stars.
As well as that, Lauren spent more than 7 hours on the phone on the last day of the month telephoning customers of her own and her colleagues to stimulate responses to the JLR survey, successfully turning around our VOC score to ensure we remain above National Average.
It showed a huge commitment to the department and business overall.
Zion Sowden (right), Sales Manager, congratulating Osama Javid.
Award Nominee, May 2023
Osama was nominated by 2 different colleagues as he was on a Sunday off and we had staff sickness and he came in to support the business.
His manager called him on another occasion at 9.45am and he was in work at 10.20am, he made two trips to collect a customer’s vehicle that was 2 hours away from us in his own time as the customer had a problem after collection. Osama did not want the customer to be inconvenienced and the customer gave us a gold star even though he had not had a great experience, Osama turned this around, well done!
Bekkah Stanley (left), Used Car Sales Manager, congratulating Owen Hare.
Award Winner, May 2023
Mid-morning on a Saturday whereby a used car sales customer’s vehicle had broken down very soon after purchase & whilst the Sales Manager was investigating into the issue and readying to arrange a loan car – Owen volunteered to assist to get the customer mobile again and retrieve the vehicle to bring it back to the dealership to resolve the issue – he spent additional time reassuring the customer and stayed on late to ensure the car was back safely. Owen went above and beyond to not only fix the problem but also delight the customer who was understandably high in emotion – We have since had some great feedback from the customer to say that they want to only deal with LR Portsmouth because they get nothing but fantastic customer service and reassurance even in the face of problems arising. Well done Owen on Making it Special!
Photo to follow - Philip is on holiday (left), Photo to follow - Philip is on holiday, congratulating Philip Smith.
Award Nominee, May 2023
We would like to nominate Phil for how he has managed the Workshop with regards to Sales Vehicle preparation which has met & exceeded customer expectation throughout May.
We had a lot of vehicles arrive late in the month and Phil has always been on hand to get the job done, whether it be turning a car around within the same day so a customer can take delivery before a weekend away or rectifying a fault that has appeared on a handover hours before collection. Phil’s hard work and organisation behind the scenes has meant that we have had a lot of happy customers!
Whilst Phil’s work doesn’t get the direct recognition from our customers we are confident that without his commitment we would not have delivered the 99 vehicles across the Sales department whilst maintaining a CLP score of 100 & 91 for the New/Used team respectively.
Colin Hopkins (right), Used Car Sales Manager, congratulating Sophie Lusk.
Award Nominee, May 2023
Our Making it Special nomination for the month of May is Sophie Lusk.
Over the last 12 Months Sophie has taken a more senior position in the administration office. Sophie has made changes with the control of sold cars waiting to go out that has assisted the sales team by making their job slicker and a more controlled hand over experience for our clients. Part of this is taking a more active role in the morning meeting, challenging the sales team to get their paper work more efficient and accurate first time resulting in saving time.
Sophie has now taken control of new car administration in full, Sophie makes sure we have showroom standards without fail, Demonstrators are correct for standards, monitoring available new cars and communicating to the sales team, Sophie has made herself the main point of contact regarding New Cars far over and above the administration role.
Sophie is now working with Chris Dickens (Sytner Team Coach) to take herself to the next level in administration and team building, Sophie is taking this work home and starting to use this new skill set at work and the whole team are benefitting from her team relationship building as we are stronger when we all work together and pull in the same direction, Sophie is now taking 1-2-1’s and is the first to comment on their importance.
Well done Sophie you are working hard to make sure JLR Coventry not only stays Number 1 but puts JLR in lights for setting the standard.
Wendy Beatty (right), Head of Customer Service, congratulating Lisa Richards.
Jaguar Land Rover South West London
Award Nominee, May 2023
Our worthy recipient for May 2023 is part of our Accounts team – the wonderful Lisa Richards. As a Service Team we would not be able to be as effective without her guidance and support. She will make sure the minute an invoice has been raised the team have a client on their way to pick up and pay. She is ferocious in chasing unpaid invoices and always has the business in the forefront of her mind to drive as much money into our bank. If there is a receipt missing she is as quick as a whippet to challenge the team and to support looking for the elusive receipt and also finding a way to make sure we learn any new processes that might help us all. Not only does she look after the Service teams she can also be known to step in to support any department and also supports the Bracknell team when required. Thank you Lisa you are a supportive superstar.
Alan Davis and Tom Jobson (right), HOB and New car sale's Manager, congratulating Claire Godwin.
Award Nominee, May 2023
Claire has been working above and beyond her normal working hours in order to make sure all of the vehicles are able to be handed over on time & still keep up with the day to day administration tasks.
She always remains positive and happy to help anyone despite being snowed under with work!
