Sytner JLRS Division
Ian Bennett (right), Head of Business, congratulating Meena Ghia.
Jaguar Land Rover Ascot Service Centre
Award Nominee, September 2023
Meena was nominated for September’s Making It Special following great feedback from one of our customers.
Well done Meena!
Good morning, MeenaI hope your weekend was kind and you’ve escaped the worst of the rain?First and foremost, thank you so much for looking after my F-Pace – everything seems fine so, happy days!But, the main reason for my mail is to say a sincere thank you for your kindness, professionalism and just being a great person.We run a service operation here and I know how trying and stressful the customer facing positions can be and that those roles need a special type of person – we rarely see great customer service in the UK so it should be promoted when we do.Thanks again, Meena – have a great weekWith kind regardsDavid
– Mr D. Parfitt
John Taylor (right), Parts Manager, congratulating Sam Lilly.
Award Winner, September 2023
We would like to nominate Sam Lilly for our ‘September’ Making It Special Award as he has unquestionably illustrated the meaning of ‘Going that Extra Mile’ for both our business as well as for several of our customers over the past few months!
In light of the immense challenges we have faced with the availability of parts Sam reassessed the adopted process for parts back orders and then developed a better, more streamlined system which has now been adopted within our dealership. This new process involves urgent sourcing parts from other JLR dealerships and organising collections which has resulted in us receiving back order parts quicker than if we would have waited to received them from the JLR factory. There are at least 50+ examples where this new process has resulted in customers vehicles being repaired and returned a lot quicker than it would otherwise have been.
In addition to this, Sam proved to be an absolute star and unequivocally went out of his way and beyond anyone’s normal course of duty when he diverted his journey via Sytner JLR Northampton on a break with his girlfriend to London in order to collect an outstanding part required for one of our customer’s vehicle’s!
Our whole management team believe he is to be recognised for the initiative he has shown and for all the hard work and the extra hours he invested into making this new process a success.
Phil Watson (right), Service Manager, congratulating Rob Allard.
Award Nominee, September 2023
Rob Allard is one of our team of Drivers, who has really stepped up in the last few weeks, by coming in early morning and moving vehicles so that we have the space for customers to park when they arrive.
Due to the ongoing building work we are very limited for spaces and every morning we have to play find a space!
Rob has been a great help with this along with a vast number of other little jobs that are always cropping up, like some ground maintenance or spot of gardening, always willing to lend a helping hand, with a smile.
PAUL WILLIAMS (right), MANAGING DIRECTOR, congratulating AMY BEARDSHALL.
Award Nominee, September 2023
Amy is always surprising and delighting her clients but we thought these two exceptional handovers’ delivering that extra personalised touch were well worthy of Making It Special.
Amy learned that her new clients had purchased a new Range Rover Evoque for their daughter’s 21st Birthday as a surprise and in order to make the handover extra special, Amy purchased a personalised Happy 21st Birthday Banner in readiness and also tied the whole vehicle up with a matching fabric bow and bouquet of flowers which looked fantastic all of which she purchased herself. The handover to say the least was pretty spectacular and her clients were amazed.
Earlier the week prior to this, Amy also had new clients to handover to who were based an hour’s drive away from Ayr in Scotland. They chose Amy and Land Rover Wakefield after reading our Google Review’s of Amy and even though Amy had said she would personally deliver their new vehicle to Scotland they decided to travel down and stay over night in a hotel. Amy immediately offered to collect her new clients from their hotel on the morning of handover and said they have never had such a wonderful handover experience on any of their other vehicles over the years.
All in all, a double Making It Special, well done Amy!
Bev Muston (right), Body Shop Manager, congratulating Christa Fisher.
Award Nominee, September 2023
Christa is a hard worker, dedicated, kind and willing person. Christa has repeatedly shown how to go over and beyond within our Bodyshop department. Christa’s supervisor was away from the business for a while and she has maintained stability and motivation within the team during his absence.
Thank you Christa for being you.
Mike Tyson (Centre) (right), Head of Business, congratulating Matthew Hall / Maxine Broom.
Award Nominee, September 2023
We had a customer who had broken down in her Discovery Sport that she had only collected from us 2 days before.
Matt and Maxine went to collect the car as the customer didn’t have her driving licence for us to loan her a car.
Once we had looked at the issue with her car the parts required were on back order so we needed the car longer than we originally thought and the customer needed a car for the weekend.
It was 3pm on a Friday when we managed to get a copy of the customers driving licence and Maxine had already gone home but came back into work to take a loan car to the customer in York.
Matt and Maxine went out of their way to make sure we maintained a good relationship with the customer and didn’t get home until after 7pm.
Thank you both for going the extra mile!
Richard Kocinski (right), Workshop Controller, congratulating Nick Calvey.
Award Nominee, September 2023
Nick went above and beyond with a customer who really needed their car with a tow bar to take his family on holiday.
Nick came in at 6:45am to deliver the customer’s car back to their house in Weston-Super-Mare before he even started his full working day. The customer was over the moon with the service provided.
Since then Nick has built an excellent repour with the customer who gives us 10 star service every time he comes into the dealership. I feel Nick always goes the extra mile for staff and is an asset to the breakdown team 🙂 along with giving every customer first every time.
Ian Bennett (left), Head of Business, congratulating Dan Weeks.
Award Nominee, September 2023
Dan has been helping out in Parts while we have been short staffed and although he is a Technician and not a Parts Advisor, he has got on with the job and learned a lot very quickly. The Parts team are really very appreciative of how much he has been able to help out, as are the rest of the dealership, and he should be proud of the job that he is doing.
Andrew Potgieter (left), Head of Sales, congratulating Keith Dadds.
Jaguar Land Rover South West London
Award Nominee, September 2023
Making it special in September
Our worthy winner of Making it special goes to Keith Dadds. Keith only joined us recently, into the SWL family, in his role as a Mobile Technician. He has fully embraced this role and since he has joined there has only been raving reviews flying in. Feedback has come through Google and Trust Pilot and also helping support the Service Voice of Customer Scores.
Words that have been used to describe him include friendly, polite, very knowledgeable, professional, punctual, helpful, offers first class service.
Thank you Keith for your commitment to delivering excellence and making it really easy for clients to do business with us. Keep those reviews flying in ..
Paul Williams (right), Managing Director , congratulating Michelle Ryan.
Award Nominee, August 2023
Making It Special for one of our younger visitors to Sytner Land Rover Wakefield our lovely marketing team had received a social media request for a surprise visit for a 13th Birthday Celebration as their daughter was just mad about everything Land Rover.
Our fabulous Head Receptionist, Michelle Ryman decided to make it extra special by organising a welcome board, themed cake, balloon, flowers and Land Rover themed gifts, this was all done in her own time at short notice the night before the surprise visit.
On arrival Michelle also found out Emily’s favourite vehicles and arranged a test drive in a Defender and her very favourite Range Rover Evoque.
Emily and her parents were absolutely amazed by the care and kindness showed and said they had the most wonderful time, a 13th Birthday truly to remember especially as we found out Emily had faced a hard time recently and this was the confidence booster she needed.
Well done Michelle for really going that extra mile to make someone’s day extraordinarily special.
Hi folks,Once again a massive thanks for going way, way above and beyond to do what you did for our daughter. After asking to see if it was ok just to have a look round, you instead blew us away with your hospitality even though sadly at this time we were not purchasing..Attached are the pics we took.We are still gobsmacked, and something I doubt Emily will ever forget.Thanks,Jason MarkhamSarah Markham
– Jason and Sarah Markham
Tom Jobson (left), New Car Sales Manager, congratulating Philippa Ward.
Award Nominee, August 2023
Philippa has embraced our desire to improve and tighten further our sales files digifile processes and takes on the daily challenge of audit along with working closely with each Sales Executive and Sales Manager.
Along with this addition she’s also be heading up mentoring Lisa who’s recently joined our Sales Administration team.
Ian Bennett (left), Head Of Business, congratulating Daisy Wyatt.
Award Nominee, August 2023
Daisy’s customer had been in for an EML and recall.
On arrival her customer had said it’s her son’s 8th birthday today and he had been in the Lego shop over the weekend and had his heart set on the Defender Lego but it was too expensive so it was put back down.
They were given the Defender loan car and their son loved it.
Daisy then collected the Defender Lego from parts and gifted it to them in the showroom, they were SO pleased!!
(Probably the best reaction I have seen. It was so heart-warming for us all to watch.)
Anthony Neary (right), Service Manager, congratulating Curtis Spencer.
Award Nominee, August 2023
Curtis has not only been nominated by a colleague this month but also by the management team. James his colleague has nominated Curtis, as he constantly helps everyone out in the Workshop and doesn’t always get the recognition he deserves, he always makes sure everyone is ok, during work and out of work. Never moans about the jobs and just gets on with it to the best of his ability, James said that he can happily rely on Curtis in and out of work.
The Management Team have nominated Curtis this month for all the excellent feedback from customers, which has lead to an increase in our CLP.
Curtis who has recently taken on the new role of Mobile Technician has been out to many customers, who have all said how helpful, friendly and very professional he is and they can’t thank him enough. The customers are loving our Mobile Technician, which is making their lives much easier for their busy lifestyles.
Well done Curtis, keep up the good work.
Feedback Message: Curtis Spencer came to the house to provide a software update to my Discovery Sport. I just wanted to comment on what a thoroughly nice young man he is. He was punctual, very polite and very helpful. Generally he is a credit to himself and to you as a company.Reason For Contact: Customer Service
– Amanda Nowell
Colin Hopkins (right), Used Car Sales Manager, congratulating Ryan Stauvers.
Award Nominee, August 2023
Our Making it Special nomination for the month of August is Ryan Stauvers.
Ryan sold an F-Pace to a Mr Chute from our Stockport branch, when the F-Pace arrived it was a different colour to the advertisement, Ryan contacted Mr Chute who was happy with the conversation and agreed to carry on with the purchase, everything went well with the handover and Mr Chute wrote an exceptional google review.
The above is what is expected from Ryan but where Ryan stood out in August was when a call came in from a client who couldn’t get her I-Pace to start, Service couldn’t take the call and Reception asked Ryan to help, 4 calls later Ryan found out it was a key connection issue and the key needed to be placed near the docking relay. Ryan talked our client through the process and got the I-Pace mobile, the importance of making sure our client was mobile was due to her daughter being in hospital with not long to live due to cancer, our client was worked up, Ryan was calm on the phone and showed true Sytner values in making sure our client came first.
Well done Ryan!
I am absolutely thrilled to share my exceptional purchasing experience with my recent acquisition, a Jaguar F-Pace 300 Sport, from none other than Sytner Jaguar in Coventry. The entire journey, from stepping into the showroom to driving off in my dream car, was nothing short of excellent.One of the pivotal factors that made this experience truly outstanding was the incredible assistance and professionalism displayed by Ryan Stauvers, the Sales Executive, who guided me through the process. Ryan's knowledge about the Jaguar line-up, especially the F-Pace, was not only impressive but also instrumental in helping me make an informed decision. He patiently addressed every query I had, demonstrating a profound understanding of the vehicle's features, performance, and technology.Ryan's approach went beyond just providing information; he took the time to understand my preferences and requirements, ensuring that my chosen F-Pace model aligned perfectly with my needs. His transparency, honesty, and dedication were evident throughout the interactions, making the entire purchasing journey smooth and delightful.What truly sets Ryan apart is his remarkable ability to build a genuine rapport with customers. His friendly demeanour and courteous attitude fostered a comfortable environment where I felt valued as a customer. He meticulously walked me through the paperwork, explaining every detail clearly and ensuring that I was well-acquainted with the terms of the purchase.I must also commend Sytner Jaguar, Coventry for their impeccable service standards. The showroom exudes luxury and sophistication, creating an ambiance that resonates with the elegance of the Jaguar brand. The entire team at Sytner Jaguar, Coventry, seems to share a commitment to customer satisfaction, and it's no surprise that Ryan Stauvers reflects this ethos perfectly.In conclusion, my experience with the purchase of my Jaguar F-Pace from Sytner Jaguar, Coventry, has been nothing short of exceptional. Ryan Stauvers is undoubtedly a valuable asset to the team – his expertise, professionalism, and personable approach make him a standout Sales Executive. I am absolutely delighted with my new F-Pace, and I wholeheartedly recommend Sytner Jaguar, Coventry, to anyone in search of a top-tier car purchasing experience.
– Mark Chute
Seth Turner (right), Sales Manager, congratulating Leigh Slater.
Award Nominee, August 2023
Leigh has been supporting the team with opening up our dealership super early, getting prepared for the smooth running of the day.
Also Leigh has been extremely helpful to Rhys (Trainee Sales Executive) with being organised, for his customers experience of handovers.
Thank you Leigh, we see you and are truly grateful.
Mike Tyson (right), Head of Business, congratulating Joanne Kirkham.
Award Nominee, August 2023
Joanne received a call from one our customers explaining that she was on holiday in Cornwall and the engine warning light on her vehicle had come on. She had called Land Rover assistance who attended and advised she drive it to the local dealer which she did but they were unable to even look at it that week.
The customer then called Land Rover Assistance again and explained the problem, they then passed her onto Enterprise to arrange a loan car but all they could offer her was a Mini which was unsuitable as she was on holiday with her family with lots of luggage.
Realising the customer was running out of options, Joanne contacted Land Rover Customer Care, Land Rover Assistance and Enterprise to try to resolve the issue.
After many conversations Land Rover Assistance agreed to send a JLR Technician to her before she was due to drive home and this time they managed to fix it at the roadside.
The customer was so pleased that Joanne had gone out of her way to help her so she could continue her holiday and get home safely and once she was home she called in with a bunch of flowers and some treats to thank her for all her efforts.
Ian Painter (left), Service Manager, congratulating Shane Dorrington.
Award Nominee, August 2023
Shane went above and beyond for a customer and colleagues, the customer collected the vehicle from our sales department and then broke down, Shane made sure the vehicle was brought straight into the workshop and had the customer back into his vehicle by the next day resulting in the customer giving us a 10 star review
Andrew Potgieter (left), Head of Sales, congratulating James Burton-Smith.
Jaguar Land Rover South West London
Award Nominee, August 2023
James Burton-Smith is our worthy recipient for Making it special in August. One of his long standing clients was attending her daughter’s wedding. They are all massive Defender fans and James organised for one of our Defenders to join the Wedding weekend.
Izzy who is the daughter of James’ client sent in the most wonderful card to say thank you . She felt it was very special to have our vehicle parked outside the church and the venue for the big day.
Thank you so much James, as this was definitely a beautiful example of how our Brands mean so much to our clients and to make someone’s wedding weekend is absolutely perfect—thank you …
Kelly Lines (right), Service Reception Manager, congratulating Michelle Carroll.
Jaguar Land Rover Ascot Service Centre
Award Nominee, July 2023
Michelle has been nominated for July’s Making It Special, not only has she recently joined us as Warranty Administrator and learning this role but she has also been helping the Parts Department providing holiday cover.
She has also turned her hand to go through the WIP for the Service Reception Manager!
Thank you, Michelle, for being such a team player!
Nick Moore (left), General Sales Manager, congratulating Dave Stott.
Award Nominee, July 2023
We have nominated Dave this month for Making it special for going to the aid of an accident outside the dealership, a young girl crashed her motorbike into a customer’s car as the customer was turning into the dealership.
Dave was first on the scene and assisted the young girl by providing her with blankets and making sure she was comfortable until the police and ambulance arrived.
He also waited with the customer and her dog outside, then brought them inside, making sure she was okay to drive after we checked her car over.
Thank you Dave.
Trevor Wale (left), Head of Business, congratulating Aaron Geary.
Award Nominee, July 2023
From the beginning when Aaron started with us in December 21′, he has been totally committed to his role. Aaron works very closely with our H&S Officer and ensures a smooth operation of our dealership’s service. Aaron is always willing to help with building issues and ensure all equipment is well maintained, functionally and safe for customers and all his colleagues.
We all acknowledge Aaron and wanted to demonstrate our appreciation by ‘Making him Special for JULY’!!!! A BIG THANK YOU!!
Well done Aaron, most deserved.
PAUL WILLIAMS (right), MANAGING DIRECTOR, congratulating Paul Howden.
Award Nominee, July 2023
An extremely thoughtful Making It Special from our Warranty Controller – Paul Howden for looking after our loyal client Mr Cheesbrough.
Paul was well aware that Mr Cheesbrough had consistently used our retailer for a number of years but when he telephoned to speak to Paul to book in for his 240k service Paul totted up that Mr Cheesebrough had actually purchased his vehicle from new from Wakefield 20 years ago to the day. Paul thought it would be a lovely surprise to organise a hamper and flowers for Mr Cheesbrough who on collection was extremely touched by Paul’s kindness but had said he would never go anywhere else but Sytner Wakefield.
Andy Penn (left), Head of Aftersales, congratulating Glen Browne.
Award Winner, July 2023
Our Making it Special nomination for the month of July is Glen Browne.
The Friday before Steve Foxall was due to go on holiday with his family on the following Monday, his car unfortunately broke down. Steve, being a Technician quickly diagnosed the fault and ordered the parts to fix it, due to arrive the following day. Sadly the parts did not turn up and after searching the country for the missing part to no avail, it meant Steve could not go on holiday.
Without thought or being asked, Glen insured his own private car, filled it up with fuel and told Steve, to go and enjoy his holiday with his family.
What great team spirit!
Matt Chipper (left), Head of Aftersales, congratulating Natalie Bevis.
Award Nominee, July 2023
We received the following nomination from one of Natalie’s colleagues:
‘I would love to nominate Natalie.
She has given her customer a dog ramp under surprise and delight, what has made it so special is that the dog has cancer and struggles to get in and out of the car now.
Natalie listened to this and gave a dog ramp, Mrs Sadler was so appreciative and blown away by this.
She has dropped in flowers, chocolate and a card from her dog Marley to thank her.’
We felt that this sums up what we mean when we speak about Making it Special and is a deserving winner this Month – well done Natalie!
Mike Tyson (right), Head of Business, congratulating Liam Eyre.
Award Nominee, July 2023
Liam always goes out of his way to assist customers and staff at every opportunity. Nothing is to much trouble and he has been an absolute superstar covering his own and other staff members duties in their absence.
Liam is a real credit to our Parts team and ensures he searches the country for back ordered parts to get our customers back on the road.
Keep up the good work!
Simon Crane (right), General Manager, congratulating Rhyan Khan.
Award Nominee, July 2023
We just bought a Range Rover sport at Bristol, Ray Khan is a wonderful Sales Executive, he is very approachable, very friendly and very hard working, his business and customer skills are exemplary, prompt in communications and meeting deadlines and very efficient.
It was an absolute pleasure working with him, he made the whole process smooth from beginning to end.
Thank you Ray for everything, we appreciate your time and assistance.
Also thank you to George for your friendly manner, kind and prompt input, it was a pleasure to do business with you both.
Ray you are a valuable assist to Land Rover, keep shining.
We just bought a Range Rover sport at Bristol, Ray Khan is a wonderful sales executive he is very approachable, very friendly and very hard working, His Business and customer skills are exemplary, prompt in comminutions and meeting deadlines and very efficient , it was an absolute pleasure working with him he made the whole process smooth from beginning to end Thank you Ray for everything we appreciate your time and assistance also thank you to George for your friendly manner kind and prompt input, it was a pleasure to do business with you both, Ray you are a valuable assist to Land Rover keep Shining
–
Gary Knott (right), Head of Sales, congratulating Sarah Welling.
Award Nominee, July 2023
I’d like to nominate Sarah Welling for Making It Special please, as you’re aware it’s tough in Used Cars currently and at 17:12 on Friday evening, an opportunity to sell a car into the month presented itself, the customer was very keen to collect on Sunday as they had plans this week.
Whilst our Administration team had finished for the day, Sarah despite being on the New Car Team, took my phone call, whilst feeding her kids, and without hesitation or complaint, offered to complete all the required admin (it was a finance deal with a part exchange too, not an easy one) carry out the document uploading on Digi and have everything ready for Saturday morning, which, of course, it was.
The customers were absolutely delighted that they could collect their new car on Sunday, it made a genuine impact to Used Jaguars month and there was not a suggestion of inconvenience even though, undoubtedly, it would have been.
Ian Painter (left), Service Manager, congratulating Luke Welling.
Award Nominee, July 2023
I would like to nominate Luke Welling for July’s Making It Special.
I was talking to another colleague the other day who had mentioned that Luke had taken a customer’s car to them as the Service department was unable to deliver it and then the customer had left something in another car. Luke then picked it up from the dealership and delivered it to the customer as not to inconvenience them on a Sunday.
A great example of going above and beyond for our customers.
Not applicable (right), Not applicable, congratulating Hayley Palmer.
Jaguar Land Rover South West London
Award Nominee, July 2023
Making it special in July
This month our wonderful recipient of our Making it special award goes to Hayley Palmer—Corporate Administrator. Normally I would dissect the feedback and put together a lovely paragraph on how special Hayley is and what she brings to the business. This time I will let the wonderful client Mesa Kitaya’s words do the talking as I couldn’t say it better myself:
I just wanted to write to you to give some feedback on the staff member I dealt with regarding my new car through Leaseplan.
I have dealt with Hayley since the very beginning and she has been nothing but extremely helpful to me. The car order was initially placed back in February and after placing the order I wanted to change the colour of the vehicle and Hayley very kindly explained what I needed to do. Once that was all done I come into branch to have a look at the vehicle and every question I asked was answered well.
I finally got a date to pick the car up which was the 14th July, however after going in to speak to both Hayley and Simon I made it known that I would need to collect the day before Hayley then went above and beyond to contact Leaseplan to get the collection date moved forward which she easily managed to do.
I must not forget how thorough Simon was when explaining everything to myself and my partner upon collection of the car.
I just want to reiterate how brilliant Hayley was, her customer service skills were excellent and she really did go above and beyond for me. I really hope that you share this feedback with Hayley as she is a credit to your company.
Many Thanks
Mesa Kitaya
Thank you Hayley for all you do and please do not forget to park your car onsite in the allocated bay as part of your prize
I just wanted to write to you to give some feedback on the staff member I dealt with regarding my new car through Leaseplan.I have dealt with Hayley since the very beginning and she has been nothing but extremely helpful to me. The car order was initially placed back in February and after placing the order I wanted to change the colour of the vehicle and Hayley very kindly explained what I needed to do. Once that was all done I come into branch to have a look at the vehicle and every question I asked was answered well.I finally got a date to pick the car up which was the 14th July, however after going in to speak to both Hayley and Simon I made it known that I would need to collect the day before Hayley then went above and beyond to contact Leaseplan to get the collection date moved forward which she easily managed to do.I must not forget how thorough Simon was when explaining everything to myself and my partner upon collection of the car.I just want to reiterate how brilliant Hayley was, her customer service skills were excellent and she really did go above and beyond for me. I really hope that you share this feedback with Hayley as she is a credit to your company.Many Thanks
– Misa Kitaya
