Sytner JLRS Division
Paul Williams (right), Managing Director , congratulating Dave Smith and Matthew Bailey.
Award Nominee, December 2023
Not in keeping with the normal Making It Special but so very well deserved, our award for December goes to Wakefield Parts Department for their unwavering support not only within the Parts Department but the entire Sales and Aftersales Department during the recent transition to the new Mercia parts site.
This was an extremely turbulent and stressful time for the whole team who carried on even when they were faced with adversity on another level. Always happy and smiling they managed to pull the whole team together and kept the wheels turning on the very bleakest of days when no parts were delivered, they also went to great lengths to source alternative parts supply in order to support our Aftersales Department a truly outstanding team effort so very well done guys.
Andy Penn (left), Head of Aftersales, congratulating Haydn Ryan.
Award Nominee, December 2023
Our Making it Special nomination for the month of December is Haydn Ryan.
Haydn went above and beyond when dealing with a client.
Our Head of Business received an exemplary email from the client who expressed what a fantastic experience he had when his car was booked in with us.
Well done Haydn!
Dear Gerard and Oliver,I hope that you had a wonderful Christmas break and wish you a Happy New Year.I would like to bring to your attention some truly fabulous service received at the Sytner JLR Coventry site which differs drastically to experiences of the past. On this occasion the service was provided by Haydn and Sam. Haydn has been instrumental as the conduit to liaising with the workshop team and me. He has been professional, courteous, and personable when providing near constant communication. This against the backdrop of being short staffed over the Christmas period (apparent when viewing from the waiting area). Haydn has gone above and beyond even communicating in the later hours to ensure I have a response instead of being left to wait. There wasn’t anything I requested that he couldn’t either answer, obtain the answer for, or action.Sam was available to listen, understand the history of the car and attended a test drive clearly paying attention. He was also professional, courteous, and personable also. He listened to what I thought were the issues and offered well formed opinions which ultimately led to the correct diagnosis and fix. I knew there was something to be concerned about and it didn’t take Sam any time at all to sort it!Both individuals have proven exemplary in their roles and should not only be congratulated for their performance but recognised and their success celebrated. Well done both!!From a very appreciative,Juggy
– Juggy Shergill
Alan Davis (right), Head of Business, congratulating Liam Barker.
Award Nominee, December 2023
Liam joined us as a trainee Service Advisor in January 2023, coming to us with no motor trade experience, he is now a fully trained Service Advisor.
Liam has really shined in this role, completing all training in a timely fashion, he excels with customers, nothing is too much trouble and the customer comes first with every issue he always has a solution. A great team player.
Affiant and very helpful, a credit to the service organisation.
– Mr MacGregor
Mike Tyson (right), Head of Business, congratulating Dennis Roy.
Award Nominee, December 2023
The feedback Dennis has received throughout Q4 has been outstanding – he received 13 Customer Surveys all scoring him 10 out of 10 in December alone!
Well Done Dennis, amazing result!
Dennis was brilliant from beginning to end, friendly, helpful, knowledgeable, he made our experience fantastic, we felt he went above & beyond for us and would highly recommend anyone to go & see him for their new car.Dennis Roy was my Sales Consultant and was just a joy to work with. He delivered the vehicle as promised and on time with just the right amount of fuss. He communicated well throughout the process and was able to answer all our daft questions. He was more like a kind uncle than a Sales Consultant.This is my fourth car bought from Sytner and I have always felt comfortable and they are always wanting to please the clients. Dennis and Chris were extremely helpful and I am grateful for the level of service providedDennis Roy - perfect in every aspect.My Sales Consultant, Dennis was great, he did a fantastic job in both keeping keeping me up to date with my order and the handover. Great afterservice also!
–
Roman Zawadzki (left), General Sales Manager, congratulating Thomas Heald.
Award Nominee, December 2023
We had to register roughly 15 cars at the end of December as requested by Sytner Head Office, these require the InControl telematics setting up for each vehicle to an account that we can monitor here.
Each car takes about 20 minutes each to set up, Thomas spent most of Saturday 23rd here setting these up so that we had full compliance before the end of the year, as we get monitored on these.
The fact he took this precious time out just before Christmas when he didn’t need to really demonstrated a “can do” attitude to help the wider team.
n/a (left), n/a, congratulating Sophie Payne.
Award Winner, December 2023
As a Team Leader Sophie’s core responsibilities are to coach, motivate and review eight team members, set incentives and manage RTW and any other formalities.
Since October she has been covering several other duties, some listed below:
Payroll
Bonuses
Bonus bandings
Targets
High level stats
Attending Paul Godbehere meetings
Side by side meetings
Management Wellbeing and Leading management weekly meetings
Supporting other management with anything required
Salary increases
Pay plans for productive
Capacity average hours and average bookings set up
Daily digital report to Paul Godbehere for our American colleagues
Taking absence calls
Terms and conditions amended for 2024
Rota and holiday requests created for 2024
Communicating Leavers for RAF System
Overseeing leavers calculations
Managing adhoc queries through email that would normally be dealt with by the Contact Centre Manager
Creation of high level spreadsheets for 2024
Sophie has also been a huge support to me following my commencement to role on 2nd January. I feel given the additional responsibilities she has taken on often proactively, she has gone above and beyond for the division and indeed the business to ensure the Contact Centre has continued to function with the high level of service our customers should expect.
no manager (right), manager, congratulating Darren Dobson, Micah Sherwood, Connor MacLeod & Kieran Malseed.
Award Nominee, December 2023
We have nominated all 4 technicians as they all helped a local resident, whose car had been stranded in a large pothole on a flooded road, next to our staff car park. As some of our Tech’s arrived at the car park to go home, they tried to push Rosie’s car out of the pothole but they couldn’t manage it. So, they came back to the dealership, got a Defender and towed her out. Rosie had already told our ‘chaps’ she had a four hour wait for the RAC.
The following day, Rosie came to the dealership to personally thank Darren Dobson, Connor Macleod, Micah Sherwood and Kieran Malseed with a thank you card, flowers, beer and chocolate for the guys. Rosie said she was still shaking and upset late last night from the experience but was so grateful for the help she received.
Going above and beyond for a member of our local community for no benefit to themselves….. ‘well done guys’.
Simon Player (left), Workshop Controller, congratulating Jamie Hill.
Award Nominee, December 2023
I would like to nominate Jamie Hill at JLR Bristol for going the extra mile, whether it’s helping a Service Advisor with a clients concern or staying on to get the job done.
He is a pleasure to have in the team and someone that can be looked up to.
David Edwards (right), Managing Director, congratulating Deon Pienaar.
Jaguar Land Rover South West London
Award Nominee, December 2023
Making it special in December
The fabulous Deon Pienaar is our worthy winner of the Making it special award for December 2023. There are many times this month that Deon has stepped out of the workshop to come and talk things through with our clients. The clients absolutely love to speak to Deon as he is able to explain things to them in a way that shows empathy for the situation they have found themselves in and in a knowledgeable way that develops trust and shows openness and transparency.
You are an absolute star Deon and last week you pulled out all the stops to support the New Car Team and to save the day. A huge Well Done and Thank you for all you do and bring.
