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.
Paul Williams (right), Managing Director , congratulating Tara Fox.
Award Nominee, November 2023
Tara always goes out of her way to provide the very best in client care, but on this occasion she looked after Mr & Mrs Warrior with the utmost care and attention as she could see how very upset they were with their brand new Range Rover Velar that developed issues within a few days of purchase. There was also a delay with Mr & Mrs Warrior’s replacement vehicle but Tara took it upon herself to make contact on a regular basis just to see how things were and also give the couple peace of mind to ask for her personally instead of going through the central booking team as the car had to come back on a few occasions to be fixed with back ordered parts. She even helped out when Mr & Mrs Warrior were going on holiday to Whitby finding a replacement courtesy vehicle again instilling trust and faith with Mr & Mrs Warrior. The commendation below speaks for itself, well done Tara.
Hi Samantha We’ve only just picked up the defender today but already it feels great.Yes we’d like to show some special appreciation to Tara for guiding us through all the problems we’ve had over the last 10 months with the velar. Tara was always there at the end of the phone, she kept us regularly updated on any progress with all the issues we have experienced with the velar with a smile on her face.Even when the sales team sold our loan car two hours prior to us going off to our caravan in Whitby, whilst ours was in for repair, she rang saying she had a problem but could sort it and did within 2 hours. Whenever we went to the dealership she always made a point of coming to see us and believe it or not kept our spirits up when we were getting to the end of our tether with all the problems. She’s always courteous and polite, a credit to your team. Nathan and Jeff have also been very helpful and I’d like also to mention Dan who inherited a very sticky situation from Billie and dealt with everything very professionally, never got flustered and always smiled. Between them they have put our faith back in the Land Rover brand. Hope this sums up how we feel now.Merry Christmas and a Happy New Year to you too.ThanksJanet Warrior
– Janet Warrior
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’.
Gary Knott (right), Head of Sales, congratulating Lukas Short.
Award Nominee, November 2023
Another member of the team have nominated Lukas for going above and beyond by getting their cars ready for clients to collect and for the team to quicker handovers, well done Lukas:
I would like to nominate Lukas in the workshop for Making it Special as he has done a fantastic job getting all our Defenders cleared of UPS’s in a swift time so we can delivery them to clients that have been waiting for well over 2 weeks.
He has also been supportive in getting all our demo’s in good shape for clients to drive following our demo walk round.
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.
Kayleigh Harrop (left), Aftersales Manager, congratulating Tara Barrett.
Jaguar Land Rover Ascot Service Centre
Award Nominee, November 2023
Tara has been nominated for November’s Making It Special following the great feedback we received from a customer.
Well done Tara!
Hi Kayleigh,I just wanted to give a quick feedback for the customer service at your office in Ascot by one of your colleagues Ms Tara Barrett.I brought my landrover discovery needing some part to be replaced, throughout how she dealt with from the point I entered the premises and till the time when the car was returned was definitely dealt in a very professional and systematic manner.A big difference in customer service in comparison to your slough office.Thank you once again and keep up the hard work.
– Mustafa Asmat & Co
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.
Steve Dance (left), Workshop Manager, congratulating Junior Goncalves.
Jaguar Land Rover Ascot Service Centre
Award Nominee, October 2023
We would like to nominate Junior for October’s Making It Special as he has spent in his own time to find/locate some specialist equipment in order to then start drilling out a particularly nasty snapped bolt.
Junior’s efforts not only saved us time but a lot of expense as well, all in all going the extra mile!
Ian Bennett (right), Head of Business, congratulating Natalie Bevis.
Award Winner, November 2023
We have had numerous compliments sent in from Natalie’s customers in the form of VOC comments, Google and Trustpilot reviews along with e-mails direct to our Head of Business.
In Portsmouth we track our individual Service Advisors performances as well as the team and as a whole in 2023 Natalie has had a single red flag and more often than not receives gold stars for her customer service.
On top of that she is always around to help out her colleagues.
We think she deserves this month’s award for her incredible commitment to her customers and colleagues and her amazing attitude to her work.
Mike Tyson (right), Head of Business, congratulating Darren Atkinson.
Award Nominee, November 2023
Each morning at 6.30am during the cold weather, Darren has been out and about around the whole site salt spreading to ensure that all the car park and display areas were as safe as possible for both customers and staff.
No one asked Darren to do it he just did it because he knew it needed doing and it was the right thing to do
Thank you for being so considerate Daz!
Andy Penn (left), Head of Aftersales, congratulating Annika Thomason, Raf Kozurno, Richard Wood.
Award Nominee, November 2023
We have a team of three for November’s Making It Special for Annika, Raf and Richard who all went above and beyond for a client, due to an issue caused by a Service download not loading on to the vehicle in a timely manner.
Mr Brannigan car came in on a C&D for service and recall, the recall download went wrong and we had to get a TA on it to recover it.
Customer was really upset and Annika was struggling with him as he was due to make a long trip the following morning.
The TA came back at 4:45 with how to recover it, our Workshop Manager asked Raf the Technician to help even though it was not his job to start with and he stayed and finished it at 6pm. Annika was going to then take it back to Rugby but we arranged for Richard Wood to come in for 7.00am and meet Annika for the keys etc who then got it back to Rugby for 7:45am.
Frank Kinner (left), Service Reception Manager, congratulating Laura Thomas.
Award Nominee, November 2023
Laura had 19 service VOC response and 9 gold stars giving her a 94.74 VOC score, she has really given everything to delighting her customers.
Well done Sophie!!!
Andrew Potgieter (right), Head of Sales, congratulating Jonathan Cooper.
Jaguar Land Rover South West London
Award Nominee, November 2023
Making it special in November
Our wonderful winner for November is Jonathan Cooper. Not only has he been awarded the Making it special award he has also been with the Group 10 years so supper efforts Jon.
The reason for the nomination is that Jon took a call from a very distraught client. The client thought they had misfueled their Range Rover Evoque. She needed a special tool that Jon knew where to locate one. The car was stuck on a forecourt so Jon went to the rescue and saved the day. The client bought Jon a box of chocolates to say thank you. Thank you from us Jon for Making it special in November
Paul Williams (left), Managing Director , congratulating Paul Smith.
Award Nominee, October 2023
Our Head of Aftersales, Paul Smith had noticed Amy our Sales Executive carrying out a handover on a new vehicle and the client had his little boy with him. Paul noticed how excited he was and was taking everything in that Amy was relaying to his Father about the new vehicle. Quick thinking, Paul went down to our Parts Department and purchased a little Land Rover ride on car for the little boy. He then went back upstairs and put the car together for William who eagerly awaiting with anticipation. Paul then let William ride around the show room and even pretended to put petrol in it with one of the show room hand over rope barriers, William was mesmerised. Paul finished off by taking William to the viewing balcony into the workshop so William could see where all the vehicles get fixed. William’s Dad Ryan was so touched by Paul’s kindness he even sent a video of William at home with the ride on car and a special thank you. What a lovely ‘absolute surprise and delight’ a memory William will never forget!
Thank you so much for your kindness and generosity, he’s obsessed with it, literally dragged it round the reservoir this afternoon with the dogs lead that was nice. Cheers and thanks again. Ryan
– Ryan Machen
Andy Penn (left), Head of Aftersales, congratulating Phil Sims.
Award Nominee, October 2023
Our Making it Special nomination for the month of October is Phil Sims.
Phil went above and beyond assisting a customer who had been involved in an accident, the customer was so impressed with the level of service received that he went out of his way to send us fantastic feedback regarding his experience.
Well done Phil!
Hello,Today I was crashed into, and I called Coventry Jaguar to sort the repair. I spoke to Phil Sims and from start to finish he went above and beyond for me.I really can not overstate how good he was, he sat me down explained everything to me and helped every single step of the way. Not to mention going above and beyond in helping me sort a hire car within the hour.Despite today being horrible, he really has improved it and I have told everyone how good he was. So please do send my thanks, as I’m so happy with how he was. And definitely someone I will recommend.I also was driven to collect my hire car by one of the body shop lads, once again he was just as kind and helpful. Although I didn’t grab his name, once again please send my thanks.
– Mr Lewis Colbourne
Andrew Shields (left), Aftersales Manager, congratulating Vince Davis.
Award Nominee, October 2023
A customer called Vince’s line Manager to say how delighted he was with the service Vince had given him and how he had gone above and beyond and gave us a very good customer survey, this isn’t the first time Vince has had positive feedback from customers.
Keep up the fantastic work Vince!
Alan Davis and Steve Norton (right), Aftersales Manager, congratulating David Lowrey.
Award Nominee, October 2023
David is our full-time MOT tester, conducting these for both our Jaguar and Land Rover brands. However, he has taken this role to a new level. He reviews each day’s MOTs in advance to check validity, liaises directly with both the Land Rover and Jaguar teams proactively throughout the day to ensure that he maximises the use of the MOT ramp which is one of the most productive within the Division. He is always the first to complete his annual assessment – this year achieving 100% and advises/supports other Techs with MOT technical knowledge, all this and he is always here early to assist us with clearing the workshop/carpark of cars every morning.
He also makes great cakes😊
Gary Button (left), After Sales Manager, congratulating Frank Kinner.
Award Nominee, October 2023
We are nominating Frank due to his hard work and commitment to customer service and the team commitment.
Conducting interviews on his Saturday off and he is the last out most evenings, he also led the team to an over national average VOC for October.
Ian Bennett (centre) (right), Head of Business, congratulating Darren Draycott & Connor Green.
Award Nominee, October 2023
Darren and Connor stayed behind after their shift had ended in order to make sure a customer’s tyre puncture repair was completed. The customer was very happy and Darren and Connor were nominated by one of their colleagues for their great customer service.
Mike Tyson (Centre) (right), Head of Business, congratulating Chris Dwyer & Philip Smith.
Award Nominee, October 2023
We have had numerous issues with InControl over the past 4-6 weeks following the new 24MY activation process.
This has been extremely challenging and time consuming but Chris & Phil have gone out of their way to help without complaint and gone over and above to ensure customers InControl accounts are connected before taking delivery as this affects the tracker on the vehicle which is extremely important.
Ellie Bridgman (right), Front of House Manager, congratulating Jim Panayides.
Jaguar Land Rover South West London
Award Nominee, October 2023
Making it Special in October
Our wonderful Jim Panayides has been nominated and been awarded Making it Special in October for our clients. There is not just one event that has made Jim a worthy recipient. He regularly is mentioned in online reviews either Google or Trust Pilot. Some of the words used to describe him include ‘Jim couldn’t do enough to help me and my family, excellent, kind, Jim finds a solution – he is amazing and kind, always a warm welcome from Jimmy, Jimmy is exceptional.’
Fabulous words of encouragement for your level of supporting our clients Jimmy. Jimmy has many clients that come in year after year to see him and will make a point to spend time catching up with them and also catching up with their families. He will always find a way to help clients and does love a chat as soon as he finds out if people have any allegiance with Scotland or Cyprus …
Enjoy your vouchers and parking on site for the month of November.
