Sytner JLRS Division
Mark Robson
Jaguar Land Rover Ascot Service Centre
Award Nominee, June 2023
Mark received a colleague nomination for June’s Making It Special:
‘Mark is always offering help and guidance to others when needed. Mark has assisted me several times this month and I appreciate the time he spares me.’
Mark has also come in on a few occasions when it has been his day off to help reduce the workload.
Well done Mark:-)
Anthony Neary (left), Service Manager, congratulating Nichola Woodcock & Mikey Barber.
Award Nominee, June 2023
We have nominated both Nichola & Mikey for Employee of the Month in June for all their hard work and support, they have both continued to look after their Aftersales work as well as covering the warranty admin duties, due to an employee leaving.
They have worked over the weekends and stayed late most nights to ensure that both the warranty work and Service/Sales work is completed in time. Both have completed this without any mither and they are both a credit to the Service department.
Thank you to you both for all your hard work and support.
Tony Williamson (left), Tony Williamson (centre), congratulating Michael Webb & Craig Reilly.
Award Winner, June 2023
Our Making it Special nomination for the month of June is Michael Webb and Craig Reilly for going over and above for a couple in distress.
At 5:00pm last Thursday Michael had just left the business on his way home when he witnessed a car crash just outside the Retailer. Michael noticed although everyone was fine, one of the cars was stranded due to the steering rack snapping on impact blocking the whole A45 at rush hour. Michael, with Craig’s help rushed back to the Retailer and got the skates from the workshop, put them on the car and pushed it out of the way, enabling the couple to wait in safety and also unblocking the A45 at peak time.
Well done Michael & Craig!
Ian Painter (right), Service Manager, congratulating Jamie Hill.
Award Nominee, June 2023
Jamie is an outstanding Technician and I am constantly seeing him being the last one to leave work and then the first person into work, doing overtime just to ensure a customer’s car is done and ready for them.
Being a Service Advisor can sometimes prove to be a difficult role but again Jamie always comes to the rescue to speak with a customer, advise them or just put their mind at ease, I have been a Service Advisor for many years and this is really just going above and beyond!
I genuinely believe Jamie should be acknowledged for his continued support to the team.
PAUL WILLIAMS (right), MANAGING DIRECTOR, congratulating Chris Glew.
Award Nominee, June 2023
Super nomination for Chris (Super) Glew for thinking outside the box and coming to the rescue in his client’s time of need.
Chris had booked his client in for the timing chains replacing on his vehicle as they were extremely noisy and bordering on slipping and causing engine failure. The parts had not yet come into stock and the client was obviously getting very impatient and anxious but above all just wanted his vehicle back on the road. There were several bolts that were causing the problem which were on back order with no ETA and they were major bolts that required replacement.
Chris took it upon himself to search the internet to see if he could source them from a 3rd party supplier in order to alleviate the problem, miraculously he found a brand new genuine set on EBay and without a second thought quickly paid out of his own pocket to order them. He then made contact with the seller to make sure they would be delivered for the next day and even paid the extra postage cost for this in order for them to be ready to fit the next day in the workshop and finish the repair on the vehicle.
Of course the client was delighted that his vehicle was ready and returned to him the next day and does not even know about the modest action Chris did to ensure the repair was completed promptly.
Rob Gicquel (left), Front of House Manager, congratulating Katie McLean.
Jaguar Land Rover South West London
Award Nominee, June 2023
Our wonderful Senior Service Advisor Katie McLean has been nominated and won our Making it Special in June. She has had so many Gold Stars from clients that in one week alone nine reviews came flying in one after another. A follow-up email is now sent daily to our service clients that left the day before and the wonderful words coming in for Katie run from friendly, helpful, an asset to Sytner and the Brand, organised, fantastic at communication to tailoring each client journey to each specific client.
Really well done Katie—you are a shining light in our wonderful team and showing the way to driving in our positive scores.
Thank you for your commitment to our Modern Luxury dress code and for finding the way to deliver the Modern Luxury concept of Excellent service
Mike Tyson (right), Head of Business, congratulating Joanne Kirkham.
Award Nominee, June 2023
Joanne has has been covering for another member of staff for 2 weeks and not only has she managed to successfully cover both roles she is also the the first person to help and go out of her way for a customer.
Joanne always make sure that the customer comes first and never asks for any help, she is always so joyful, passionate, kind and determined to make the customer is happy. Joanne is a credit to the service department and we would be lost with her.
Well Done Joanne, keep up the excellent work!
Ian Bennett (right), Head of Business, congratulating Ben Vitler.
Award Nominee, June 2023
Ben Vitler, Parts Advisor, has been nominated for Making it Special for June. Following an unexpected period where we suffered very short cover in his department he stepped up and rose to the challenges. He has shown himself as the font of all knowledge while keeping a cheerful and positive mentality.
Thank you Ben, the whole team are really grateful.
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!
Gary Slater (left), Head of Sales, congratulating Tom Bramley.
Award Nominee, April 2023
Our Nomination for Making it Special for the month of April is Tom Bramley.
Tom consistently goes above and beyond when it comes to thinking outside the box of engaging with our customers and making their experience a special memorable event that is tailored to their personal interests.
Tom developed and organised Land Rover Coventry’s Defender 75th celebration event for customers and colleagues, the event was a huge success and created an amazing atmosphere for all which really showed our customer first principles as a company along with our passion and excitement for the brand.
The customer verbatim is testament to this and the feedback is consistently referring to the individual experience that Tom has provided.
Matt Chipper (left), Aftersales Manager, congratulating Carl Forde.
Jaguar Land Rover Ascot Service Centre
Award Nominee, April 2023
Carl is our April’s Making It Special for a number of of reasons: receiving great feedback from our customers, stepping up when we have been short staffed, he never says no and is always happy to help when asked, no task is too big.
Well done Carl and thank you.
Mr Powell ‘ team was very helpful, Driver was really great, service exceptional’
Comment left on social media: The vehicle was delivered by Carl, another very friendly, courteous member of the group.
Carl and Victor were really lovely and helpful waited for her husband to get home
– Mr R Hodgkinson
Roman Zawadzki (right), Head of Sales, congratulating Hannah Cocliff.
Award Nominee, April 2023
Hannah is in the final stages of her Apprenticeship but she has taken over some of a leavers customers to handover.
At the end of April, Hannah assisted a Mr and Mrs Allison who had ordered matching new Jaguars (F-Pace and F-Type), she turned the experience around for them had them both side by side in the showroom for collection and the customers were delighted with the experience and Hannah turned what was a negative customer impression into a really happy customer handover and she really cared for the customers.
Alan Davis (left), HOB, congratulating Jacquie MacGregor.
Award Nominee, April 2023
Jacquie started with us in October 2021 as one of our receptionist here at Sytner Maidstone.
Always cheerful and with a big smile for the customers and staff, nothing too much trouble, loves interacting with the customers and keeping them topped up with tea and coffee.
Of late she has been helping our busy Sales Admin team with the never ending job with Digi files, she’s embraced the challenge of Digi-file and is smashing it!
Craig Allen (right), General Sales Manager, congratulating Dennis Roy.
Award Nominee, April 2023
Dennis recently delivered a new car to a customer at 7am on his birthday as his wife was taking him away.
Dennis went out of his way to make it special by attaching balloons to the car and even buying him a thoughtful gift.
The customer was so blown away by the service he received he gave us a gold star on his customer questionnaire.
Well Done Dennis
Dennis delivered my car at 7am on the morning of my birthday because he knew my wife was taking me away and knew I would have loved to go away in my new car, the car even arrived with balloons attached, how wonderful was that, 10 star customer service!Dennis Roy is a superstar, from start to finish he has been amazing and I would recommend Dennis and Sytner every time.
– Mr Philip Roberts
Wayne Green (right), Workshop Manager, congratulating Paul Stretton.
Award Nominee, April 2023
We have nominated Paul Stretton one of Technician’s for going out to a customers house on the bank holiday,
We were phoned by Sytner Wakefield who had a customer that had lost their locking wheel nut and one of their wheels was flat on her driveway and because of the distance Wakefield were unable to help, the customer lived in Chester, so Paul on his day off came into work on the Bank Holiday and picked up some tools went to the customers house and swapped over the wheels and put her spare wheel on so she was able to get the tyre changed and get on with her weekend.
Thank you Paul for going way above and beyond on his day off and securing a new customer for the service department.
Ian Bennett (right), Head of Business, congratulating Kelly Pittuck.
Award Nominee, April 2023
Kelly has been nominated by colleagues in the Ascot Service Centre for her help with their Health and Safety paperwork, files and shared processes she uses in her own dealership in Portsmouth. Not only has she been a great support to them. She also came to the rescue of a colleague from Portsmouth who broke her ankle and found herself stranded in Liverpool, unable to get home. Kelly drove for just over 10 hours to collect her colleague and bring her home which was really going above and beyond!
Thank you Kelly for delighting your colleagues, this nomination is well deserved!
Andrew Potgieter (right), Head of Sales, congratulating Mirza Rasheed.
Jaguar Land Rover South West London
Award Nominee, April 2023
Our worthy winner of Making it Special in April is the marvellous Mirza. He makes his customer experience the main focus of the sales process. You can see that he thoroughly enjoys the interaction with the clients and can see many of our wonderful clients enjoying the handover experience in our handover bays.
Mirza uses social media, especially Linked-in, to spread the news of his fantastic handovers and how excited his customers are to collect their new cars.
As Mirza has looked after the customers so well he feels confident in asking for the Survey and this you can see in his re-turns and scores. He currently has 16 returns with a NPS of 94. This is a fantastic score and sits above the JLR New Car Sales expectation of 92.
As well as a thank you with some vouchers, Mirza also gets to park on site in a coveted space as a big thank you for making our customer experiences so wonderful.
Have a look below at some of the wonderful photographs of Mirza and his customers.
Thank you Mirza keep the wonderful reviews flying in!
Paul Williams (right), Managing Director , congratulating Robert Hallam.
Award Nominee, April 2023
We had an extremely stressed lady in need of urgent assistance who had been driving by only to encounter a flat tyre.
Rob to the rescue! He immediately calmed the lady down and contacted our workshop control to enquire if there was anyone available to help, unfortunately no Technicians were free and also our tyre machine was already in use. Not fazed by this Rob took it upon himself to jack up the vehicle himself and change the tyre (even in his white shirt). The lady was absolutely over the moon that Rob had helped her and even more astounded that there was no charge.
A true act of kindness, well done Rob!
Simon Crane (right), Head Of Business, congratulating Lewis Painter.
Award Nominee, April 2023
We have had many comments about Lewis helping out in different departments but he also supported the Sales team with handovers and stayed to midnight preparing all March deliveries!
He has also supported the sales team by collecting cars in his own time in the evening.
Well done Lewis a great team spirit!
Charles Crossley (right), Head of Sales, congratulating Beth Smith.
Award Nominee, April 2023
Our customer was celebrating her 21st birthday and her parents had bought her a car as a surprise.
When asked if we could cover the car to surprise her, Beth went the extra mile and arranged a gift, card and also arranged for the handover bay to be dressed in balloons including giant EMMA balloons.
