Sytner JLRS Division
Nick Miernik (left), Head of Business, congratulating Talea Younge.
Award Nominee, November 2024
Client commendation.
Dear TaleaI hope this letter finds you well. I wanted to take a moment to express my heartfelt appreciation for the outstanding care you provided for my vehicle while it was at Land Rover. It truly means a lot to me, knowing that my car was in such capable hands. Your attention to detail and dedication did not go unnoticed. It’s reassuring to know that someone as diligent as you was looking after my vehicle. Thank you for ensuring it was well taken care of and for going above and beyond in every aspect. As a small token of my gratitude I’ve included some air fresheners for you to enjoy, I hope they bring a little joy to your day! Once again, thank you for everything. I truly appreciate your support and professionalism.Warm regards,Gabriel (B1 UUG)
– Gabriel Hambleton
. (left), ., congratulating James Forrester-Ioannou.
Jaguar Land Rover Huddersfield
Award Nominee, November 2024
A loyal customer of ours recently faced a significant challenge when their vehicle was diagnosed at another dealership for an engine replacement. Initially, the repair was not covered under their extended warranty, leaving them potentially facing a daunting £15,000 repair bill.
Recognising the stress this caused, our dedicated employee, James, took it upon himself to advocate tirelessly on the customer’s behalf. Thanks to his exceptional knowledge and expertise, James successfully secured coverage for the engine replacement, reversing the initial decision and authorising the repair under the warranty.
This not only alleviated a substantial financial burden for the client but also reinforced the trust and commitment to care that we strive to provide to all our customers. James truly went above and beyond, making a real difference in ensuring the customer’s needs were met.
Charlotte Didaoo (right), Aftersales manager, congratulating Jack Gallagher.
Award Nominee, November 2024
Jack has gone above and beyond for the month of November, from doing his 1st ever month end for October and making sure accounts have all the relevant information so they can close. Coming in early to make sure the department is ready for the day ahead. Sending the team updates on where the department is in terms of performance and pushing them all to push for more.
Growing our Trade business but calling clients and offering our services, this has shown in our figures the last couple of month. Nothing is never an issue when anyone comes to see Jack for anything, he will drop what he is doing to help and I have received many comments on how helpful he is, from management and colleagues too!
N/A (left), N/A, congratulating Kirsty Bullimore.
Award Nominee, November 2024
Kirsty consistently receives excellent feedback from our clients but this recent one highlights how much she goes out of her way to ensure our clients receive outstanding service.
Thank you for your email and for keeping me informed throughout this process. I would like to take a moment to commend you for the professionalism and care you have demonstrated in handling my situation. Despite the challenges regarding the courtesy vehicle, you have consistently gone above and beyond to ensure I feel valued as a customer, and I am genuinely impressed by your dedication and proactive approach.Thank you once again for your outstanding service—it has made a difficult situation much easier to navigate. I truly appreciate your efforts and look forward to hearing from you.
– Lynn Gunning
Oliver Mann (L) & Andy Penn (R) (left), Head of Business & Head of Aftersales, congratulating Kelly Campbell.
Award Winner, November 2024
Our Making it Special nomination for the month of November is Kelly Campbell.
Mr Lawson has bought cars from us before but more recently from Solihull. Mr Lawson had an issue with the sat nav not working. The car was taken into Solihull for investigation. Solihull said they had fixed the issue but when Mr Lawson checked the next day, the sat nav was still the same. Mr Lawson called Solihull to re book but they advised it would 6 weeks until they could get him back in.
Mr Lawson called us to see if we could take a look at the issue as he has cancer and his wife was struggling to get him to the different hospital appointments with the sat nav not working. After several attempts over the phone trying to rectify the issue Kelly sent Mr Lawson a CITNOW clip of how to change the sat nav from Belgium to the UK. Mr Lawson struggled with this so Kelly asked if Mrs Lawson could pop the car down to us so we could change it for her.
When Mrs Lawson arrived Kelly and Richard tried to change it from Belgium back to the UK but the car would not change back. We asked Mrs Lawson to take a seat in the waiting area so we could take a quick look in the workshop. After an hour of trying to reset the work Solihull had failed to do we found out the module was corrupt and would not update.
The car was 8 months out of manufacturer’s warranty with no extended warranty in place. The workshop raised a FRED which was approved and Kelly took it upon herself to raise CRC case for 100% goodwill due to the poor experience the client has been through with Solihull and his uncertain time with his illness. The CRC case was later approved at 100%.
The client was over the moon with the outcome and hopefully this has restored the faith back in the Brand and Retailer network, they came back and dropped off a gift and thank you card for Kelly.
Well done!
Marcia Scott (left), Dealership Accountant, congratulating Philippa Ward.
Award Nominee, November 2024
Philippa went above and beyond to stay late and ensure that the new service loan Evoque’s were invoiced and registered after a late email on Friday afternoon, along with also being on hand over weekends and non-working days to help the departments
