Sytner JLRS Division
Andy Penn (right), Head of Aftersales, congratulating Callum Godfrey.
Award Nominee, March 2023
Callum is our Making It Special nomination for March due to his outstanding work/customer care. Well done!
Good evening Firstly I will say that everything has been resolved-and I’m more than extremely happy with the service provided. The Range Rover sport feels amazing again if not better than when I brought it ! You can do me one massive favour and thank the service technician(s) who worked on my vehicle, you have unsung heroes in there ! John himself was thoroughly understanding -patient and yet also enthusiastic. I’m not the best patient and he handled any situation with such a level of care that was quite a pleasant change to have before myself. Again a massive thank you to everyone within the dealership I look forward to receiving your customer feedback questionnaire. Mr Smith
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Andy Penn (right), Head of Aftersales, congratulating Johnathon Woods.
Award Nominee, March 2023
Johnathon is our Making It Special nomination for March due to his outstanding work/customer care. Well done!
Good evening Firstly I will say that everything has been resolved-and I’m more than extremely happy with the service provided. The Range Rover sport feels amazing again if not better than when I brought it ! You can do me one massive favour and thank the service technician(s) who worked on my vehicle, you have unsung heroes in there ! John himself was thoroughly understanding -patient and yet also enthusiastic. I’m not the best patient and he handled any situation with such a level of care that was quite a pleasant change to have before myself. Again a massive thank you to everyone within the dealership I look forward to receiving your customer feedback questionnaire. Mr Smith
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Anthony Neary (right), Service Manager, congratulating Darren Dobson.
Award Winner, March 2023
We would like to nominate Darren Dobson for our ‘March’ Making It Special Award.
Darren unquestionably illustrated the meaning of ‘ Going that Extra Mile ‘ for our customers when he stopped to help a couple on his way home at 7pm at night who had broken down in their new 23 plate Range Rover and were stopped in the middle of the busy road with their hazard warning lights flashing.
After pulling over to offer his help he realised that it was in fact one of our customers who had only collected their new car earlier in the day! Darren managed to get the vehicle started, told them to turn around and head back to the dealership with him following.
Simon Robertson, New Car Sales Manager, was just locking up when he saw the customer limp back into the dealership, dashed out to greet them just as Darren drove in, Simon opened up the dealership for the customer while Darren drove the vehicle straight into to the workshop. Darren managed to diagnose and sort out the problem. The restricted performance issue was resolved very quickly and the customer was back on the road and extremely happy with the exemplary service received and the unbelievable level of empathy show by both Darren and Simon.
Darren in particular proved to be an absolute star that evening, he unequivocally went out of his way, well and truly above and beyond anyone’s normal course of duty.
Thank you Darren for your ‘heroic’ attitude and willingness to put your yourself out to ensure we had a very happy customer who is now astounded by the level of care and service he received from Sytner Land Rover Knutsford. As a result of this we have truly secured that customer for life and also prevented the shine been taken off the excitement of collecting a long awaited new car.
An amazing example of putting the customer first!
Nick Lake (left), Head of Used Car Sales Manager, congratulating Carl Summersgill and Rhys Pelling.
Award Nominee, March 2023
Carl and Rhys made our ‘Making it Special’ this month, due to transporting Northampton College’s team to an event of F1 in schools competition. They needed picking up from Northampton College and taking to Boston College in Lincolnshire (160 miles all round trip) at 6am, in an I Pace and a 130 7 seater Defender, (six selective students and four teachers) in style and comfort.
Thank you so much for your commitment and willingness to be so kind.
Kelly Lines (right), Service Reception Manager, congratulating Tara Barrett.
Jaguar Land Rover Ascot Service Centre
Award Nominee, March 2023
Tara has been nominated for March’s Making It Special, she is new to the team but has smashed it since coming on board receiving the most CLP responses and is hitting the high scores.
Well done Tara!
Mr Borah – Everything was perfect!Mr Gourmand - Just excellent service. First class.Mr Shakeel - Tara who look after my visit was great and ensured the work completed on time and kept me informed while I waited for my car. The advisor was good and she answered my additional questions as well. All in all a good experience.Mrs Gibbs - professional and courteous. Great communication despite not completing the work on the planned day and had to keep the car for a second day. They kept me updated and provided a taxi for me to collect the car on day 2. Account manager was lovely. Excellent lady who kept me informed every step of the way.Mr Yadav - Thanks a Ton, Tara for all Your Help Today & for confirming. You are Awesome!!
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Alan Davis (right), HOB, congratulating Diane Beaconsfield and Jon Hall.
Award Nominee, March 2023
Jon has sold and delivered 54 Used and New cars for the month of March, The best ever for Jon and the dealership. He has done all this with a great customer service record and always with a smile and cheerful word.
He has had the greatest support from Diane who behind the scenes has personally made sure that all the supporting paperwork, is complete as well as all payments are in, along with all Digi files are up to date and correct.
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.
Mike Tyson (right), Head of Business, congratulating Robert Broom.
Award Nominee, March 2023
On the last day of March at very short notice our Preparation Manager, Rob Broom, volunteered to handover a car to a customer at Land Rover Maidstone.
On the last Friday of the month as schools were breaking up for Easter, with heavy traffic and torrential rain the return journey of over 400 miles took more than 12 hours but this ensured our customer took delivery of his new car for the weekend.
As any Preparation Manager would have at the end of any month, Rob had a mountain of work to process, he came in over the weekend to catch up on everything he had missed on the Friday.
Well Done Rob!
Andrew Potgieter (left), Head of Sales, congratulating Kelwyn Colaco and Harry Marchbank.
Jaguar Land Rover South West London
Award Nominee, March 2023
We have a celebration of two colleagues for March.
Kelwyn set a new record of handovers in March as well as maintaining a Voice of Customer score of 90 with the most returns – apparently more in this month than all of last year! . He also managed to secure new orders. He could not have done this alone and was ably assisted by Harry Marchbank for the finance, Digi file and customer interactions.
Well done to the both of them and here is to many months ahead of this focus – thank you. Please share the bay in the holding area for the month to park your car inside
Rebecca Stanley (left), Used Car Sales Manager, congratulating Richard Holding.
Award Nominee, March 2023
Richard has been nominated for Making it Special as he has been a huge support in keeping up with our values of Delighting Colleagues.
He has been a huge help for the Sales Admin team through a busy month.
Richard also helped to take the stress away for a colleague who faced having to get rid of her car. He jumped into action by finding her a replacement and taking her old one. This was a huge relief and made her smile again! He has also been at hand to answer queries and guide our Used Car Sales Manager as she navigates her new role in our business.
Paul Williams (right), Managing Director , congratulating Michelle Ryman.
Award Nominee, March 2023
This was such a lovely gesture, well worthy of Making It Special. Michelle Ryman, our Head Receptionist thought it would be a lovely idea to hand out bunches of daffodils on the weekend of Mother’s Day to customers visiting the dealership.
Michelle took it upon herself to organise everything even down to the hand tying the daffodils for that extra personal touch and also displaying them in wooden boxes in readiness for the weekend.
We had lots of lovely comments and happy smiles from our customers and visitors alike over the whole weekend. It is sometimes the simplest of gestures that make a big difference, well done Michelle!
Dave Poole (right), Parts Manager, congratulating Billy Jones.
Award Nominee, March 2023
Billy has always gone above and beyond for customers this is just one of the customers comments below.
Went to Bristol at Cribbs Causeway and had Fantastic Service from the friendly welcome by reception as having big problems with my keys and batteries Told them the problem as coming up on my dash board smart key battery low they asked me to sit down and wait and they would contact the parts department a young man called Billy came down who changed the battery for me it had already had them replaced at an accessary shop last week what fantastic service in the time when all people are trashing the main agents wonderful service thank you Jaguar and Young Billy
– Roger Riggs
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.
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.
