Sytner JLRS Division
Nick Miernik (left), General Sales Manager, congratulating Tom Sealey.
Award Nominee, March 2024
Tom is certainly a well worthy winner of Making It Special for no less than 3 acts of kindness involving 3 separate clients over the last few weeks and even though to some they may seem little things they were quite time consuming but extremely well received by all the clients involved.
A lady called the retailer with a specific question on how to operate her Evoque and the timed charging. Tom immediately personally Facetimed the client to understand her needs as her time was precious and she cannot easily travel to us. He then did a personalised CITNOW to send to the client detailing every aspect so that the client could utilise this as many times as she needed in feeling comfortable knowing how to understand the charging function. The client was thrilled with this personalisation.
Tom has also reached out to another client who was unsettled during her test drive and learned that the couple were facing an extremely anxious time with their daughter who was in hospital. As their time was precious Tom immediately gave his personal mobile number so that the couple could reach him when it was convenient for them and even stressed it was no problem whatsoever to contact him on an evening or out of business hours. The clients were extremely grateful for this gesture as they were able to work round this difficult time so it was tailored to them. Tom even gave up his day off in order to hand over their new vehicle as it was the only time they could get to the retailer between hospital appointments along with a bouquet of flowers, both clients were touched and are still in touch weeks later.
Lastly, Tom learned that another of his new client’s was an avid fan of Barnsley FC, true Tom style he approached the club and asked if there was any chance of a signed shirt for their number one fan again this was organised in his own time. This shirt was then placed in the rear of the vehicle so when the tailgate was engaged on handover it was there on show for the client who was truly amazed.
So very well done Tom.
Paul Williams (left), Managing Director, congratulating Connor Adamson.
Jaguar Land Rover Huddersfield
Award Nominee, March 2024
Connor was nominated by his Manager Charlotte. Connor has provided excellent customer service resulting in a high number of gold star surveys and positive customer reviews on both google and Trustpilot
Connor has made every customer feel special and each handover has been handled with the utmost professionalism and care.
Picked up my new car yesterday and the whole experience was amazing. All the staff were really friendly and helpful, especially Connor who was dealing with the hand over of my car. Even my son commented what a nice guy he was 😊. Everything was explained in detail about how to use the car and it was exactly how I expected, if not a little better! The big reveal was exciting! Thank you so much & I’m absolutely loving my new car! Claire 09/03/2024 14:31Fantastic experience today picking up my new car. Amazing service from Connor Adamson, extremely friendly, professional and knew the vehicle inside out. A great representation of the business!The 'reveal' was a great touch and made the whole process special. Can't fault it and would recommend to all. Anna Hunter19/03/2024 18:16
–
Shane Farmer (left), Head of Sales, congratulating Sytner JLR Coventry Sales Admin Team (Sophie Lusk, Lucy Whitehead, Cheryl Fowler).
Award Nominee, March 2024
Our Making it Special nomination for the month of March is the Sales Admin Team.
They are the definition of kindness and a ‘safe place’ for all members of the JLR Coventry sales team. On many occasions I have witnessed acts of kindness and care towards vulnerable members of the team ensuring they have some sound advice, a warm meal or even just an non judgemental ear to share their troubles with. They also have the rare ability to deliver hard truths in a loving and caring manor.
Despite having pressures and issues of their own they always ensure they notice the person that isn’t themselves and as a team they act in a way that leaves the person feeling loved and safe.. in a world full of mental health stigmas and people feeling unable to talk about problems we feel truly grateful and blessed to have a hub of humanity and kindness that everyone can go to when needed.
Well done ladies!
Gary Slater (left), Head of Business, congratulating Vanessa Yan.
Award Nominee, March 2024
Vanessa is our Making It Special nomination for March as she always gets positive feedback from clients, they often describe how she goes above and beyond.
“Today I am collecting my vehicle and I thought it to be the right time to express my full gratitude and absolute pleasure of working with Vanessa Yan throughout the process and her stand out customer service. The entire process from my initial enquiry right through to delivery has been tremendous, I have been blown away at every stage with the attentiveness and personal approach Vanessa has taken to everything we have done, it has been an amazing experience throughout and I have enjoyed every minute of it. I have been kept up to date at every stage, making the experience an absolute joy, fantastic.”
–
Craig Allen (right), General Sales Manager, congratulating Dennis Roy.
Award Nominee, March 2024
Dennis sold a vehicle to a customer who had expressed her love for George Clooney.
When it came to the handover Dennis wanted to make it extra special and ordered a life-size cardboard cut out of George Clooney to stand with her new car in the Collection Studio.
She was overwhelmed by the surprise and folded up the cut out and put it in her new car to take home!
She was upset to see her old Range Rover Evoque go as she has loved owning it but we know this special touch will have made her new car experience so much more memorable. Just think of the story she will tell her friends!
Well Done for going the extra mile Dennis!
Luis Ferreira (right), General Sales Manager, congratulating Alex Taylor.
Award Winner, March 2024
Alex Taylor is a dedicated employee, always ready to go the extra mile for his customers. One busy Saturday, Alex had heard the Sales Manager getting ready to go out in a loan car. Alex asked if any help was needed, the manager explained that a customer had been stranded in Asda car park Gillingham with a young child, and their vehicle needed to be recovered and brought back to the dealership as soon as possible.
After getting the loan vehicle, Alex quickly got behind the wheel and drove up to the car park where the stranded customer was waiting. He could see the frustration on their faces, but he reassured them that he was there to help. The customer and their young child were relieved to see him and Alex added the customer to the insurance and stayed with the customer’s vehicle until assistance arrived. The first trailer was not the right one so Alex got dropped off by the AA back to the retailer.
Alex returned with the appropriate trailer and worked closely with the recovery team to safely load the customer’s vehicle.
Alex’s willingness to take on the responsibility of getting a vehicle loan and driving to help the stranded customer showcased his dedication, problem-solving skills, and compassion. He truly exemplified the dealership’s commitment to going the extra mile for their customers, leaving a lasting impression on both the customer and everyone at the dealership.
Glenn Cunnington (right), Head of Business, congratulating Kailum Bolton Wright.
Award Nominee, March 2024
A customer brought his car in for a theft mitigation recall which had only been released the week before.
Whilst the vehicle was on site, Kailum ensured a rear light was also fixed at the same time, rather than needing to return at a future date.
Kailum provided regular updates to the customer whilst he waited in the showroom and the work was completely promptly.
You are a credit to Sytner Stockport, for the professionalism and customer service you provided to me in sorting the rear light out for me. Take a bow for a fantastic job and a very happy service customer. I am sure some do not appreciate the challenges you have but I just wanted to say thank you from me.
–
Dave Stott (right), Sales Controller, congratulating Tom Wright.
Award Nominee, March 2024
We have nominated Tom Wright for Making it Special and going out of his way to help a customer. We delivered a new Range Rover on the 28th March to Salim Patel and due to the in-control system being down we were unable to activate prior to delivery. Tom very kindly agreed to go the clients house on Tuesday 2nd April at 4.00pm to try and sort the issue out and try to get the in-control connected. This was a good hour drive away. Tom spent a couple of hours at Mr Patel’s office trying to activate the in-control and eventually managed to get it connected. Tom went out of his way with Mr Patel to show him the system in order to get the very best from the technology. Tom got home just after 8.00pm and for me went above and beyond for our client even though Mr Patel was not one of Tom clients he had sold a car to.
Thank you Tom
Adam Cartwright (right), Business Manager, congratulating Mark Newman.
Award Nominee, March 2024
In the week between buying a new Volvo and collection, our customer suffered a heart attack. Upon his return home from hospital, Mark arranged to take the new car over to our customer to do the handover for the family at their home.
He had arranged to spend as much time as needed with them to ensure everyone was comfortable with the new vehicle.
The customer’s wife was overwhelmed and emotional at the level of customer service that Mark had delivered. The family has since told us that they will no longer be buying anything other than Volvo going forward.
