Sytner JLRS Division
Andy Penn (right), Head of Aftersales, congratulating Lynsey Swaby, Sam Johnson & Claire Bales.
Award Nominee, September 2024
Our Making it Special nomination for the month of September is Lynsey Swaby, Sam Johnson & Claire Bales.
Huge congratulations to Lynsey, Claire and Sam, all have been previous Making it Special nominations and strive to make it special for our clients.
Lynsey and Claire have qualified for the Service Advisor of the Year final and Sam has qualified for the Technician of the Year final which takes place on Friday 15th November.
The winners will be announced on Friday evening at a very well deserved Gala event.
Very best of luck and fingers crossed from the whole team at Sytner JLR Coventry!
Alex Benge (left), New Car Sales Manager, congratulating Grant Whitehead.
Award Nominee, September 2024
Another day neared completion, I was trying to move a velar from the road way, to bring onto site.
I had tried everything I knew to get the vehicle to start, but it resisted my every attempt to coax a response.
The time was fast approaching where I would have to admit defeat, I failed to notice that Grant Whitehead had appeared beside me, with a look of care and concern. He had stopped on his way home to help. Could this be the answer to my enigma? Would he be able to offer a solution to the impossible? before I had the chance to explain, he had already contacted someone to find the code I needed. He said we must free the Ghost and release the Velar from its electronic captivity’.
As the joyous tones of the two litre Ingenium engine sang forth, I was momentarily distracted and when next I looked out, Grant was gone!
Nathan Dawson (left), Service Manager, congratulating Ellie Davies.
Award Nominee, September 2024
Ellie is renowned for her caring nature but on this occasion our client was left feeling incredibly well looked after.
Mrs Robinson was booked in for a recall on her Range Rover Evoque having recently downsizing vehicles following the loss of her husband. Unfortunately, Mrs Robinson had very limited knowledge of the controls of the vehicle having purchased further afield and also discovered the drivers mat was not for that particular vehicle which again had an impact on her comfortably driving the vehicle. Ellie immediately set to task to make Mrs Robinson at ease in the client area and then set about obtaining the correct mat in the background, but then went that extra step further in arranging for a Sales Executive to demonstrate the vehicles controls so that Mrs Robinson could confidently be able to operate and now enjoy her new vehicle.
A very emotional and overwhelmed Mrs Robinson exclaimed “what amazing service” she had enjoyed from Ellie.
Well done Ellie for that extra attention to detail and gaining the trust of another client.
Anthony Neary (right), Service Manager, congratulating Mark Sherratt.
Award Nominee, August 2024
We would like to nominate Mark Sherratt for Employee of the Month in recognition of his exceptional work in retaining a customer’s loyalty after their new vehicle broken down only days after taking delivery.
Mark took the initiative to communicate with the customer on a daily basis, providing regular updates and working closely with JLR TA to ensure that the issue was resolved as promptly as possible. His calm and professional approach helped ease the frustrations of an irate customer, ultimately regaining their trust and confidence. Mark’s dedication and commitment played a key role in turning a difficult situation into a positive outcome. Mark has unquestionably prevented this vehicle being rejected and retained this customers loyalty within the Brand.
Thank you Mark
Frank Kinner (left), Service Reception Manager, congratulating Zuber Chaudhry.
Award Winner, September 2024
Zuber has had some outstanding results, he has had 34 promotors with 18 gold stars in a month where we had up to 3 other advisors absent at various times. Well done Zuber we are so appreciate your hard work and effort.
Tom Booth & Dave Stott (right), Sales Managers, congratulating Ryan Troughton.
Award Nominee, September 2024
We have nominated Ryan for September’s employee of the month for his contribution towards the 4 day, Somerford Horse Dressage championship. Ryan prepared the stand ready for the customers and also spent every day seeing to the customers who attended the Ride & Drive test drive event.
Ryan also in September agreed to going down to Maidstone on a Friday evening, staying over and bringing a customers vehicle back on a Saturday morning in time for us to prepare the car ready for delivery on the Monday 31st. The customer was so impressed that he sent over a picture of him with his new car at his house.
Paul Williams (right), Head of Business, congratulating Robert Murray.
Jaguar Land Rover Huddersfield
Award Nominee, September 2024
Rob’s client took delivery of his new vehicle which subsequently broke down. Rob went to collect the vehicle from the client’s house in his own time on Friday evening. He then broke down in it himself and didn’t get back home until 12:30am Saturday!
Mike Tyson (right), Managing Director, congratulating Andrew Harding.
Award Nominee, September 2024
Andrew received the feedback from a customer, which to say that we have her car with us due to a breakdown shows the service that he provided during the purchase and the reaction following the issue.
Well done Andrew, fantastic client service in the face of adversity!
Fantastic end to end service from the Sheffield dealership. The Sales person was amazing and kept us fully appraised of vehicle progress every step of the way. I would highly recommend this individual whose attention to detail and personable nature has ensured that I will recommend their services to friends and family.The sales consultant was fantastic throughout the process. We were kept informed in a consistent and timely manner. A personable individual whose attention to detail and desire to deliver a fantastic end to end process was excellent, I cannot recommend him highly enough. The passion to ensure we were made comfortable and checking our understanding of each process was phenomenal
– Karen Rick
Andrew Potgieter (left), Head of Sales, congratulating Claudiu Todoca.
Jaguar Land Rover South West London
Award Nominee, September 2024
Claudiu has always gone above and beyond for not only clients but the team here too. He recently received two emails into the business from clients praising how professional he was and how much they appreciated him going out of his way to deliver there car back to them. Nothing is ever too much for Claudiu and he enjoys looking after out clients and making them feel special always. He has in the past travelled several hours in his own time to suit the clients needs.
'Thank you for sorting the car and I really appreciate Claude replacing the diesel too!' 'Thanks for the update. Claude was very professional, a credit to your business. '
–
Ian Bennett (right), Head of Business, congratulating Louise Trick.
Award Nominee, September 2024
Louise has taken over the service bookings after the Contact Centre closed at the beginning of September.
She has taken on the extra responsibility gracefully and without complaint and is absolutely smashing it. We received a number of nominations for Louise this month and cannot think of anyone who deserves an award more.
Gary Knott (right), Head Of Sales, congratulating Eleanor Lilley.
Award Nominee, September 2024
I nominate Ellie Lilley for going above and beyond in delivering exceptional service to Mr & Mrs Goodall. When the customer car couldn’t make the agreed delivery date of September 30th, Ellie sprang into action. Without hesitation, she teamed up with Ross, drove to the Midlands, collected the car, and headed to Coventry to have it plated and cleaned. Then, she personally delivered it to the customers, ensuring they were completely satisfied. Simply outstanding work by Ellie!
Jason Courtney (left), Head of Business, congratulating Tina Price.
Award Nominee, September 2024
Tina Price!! Our unsung hero in the Accounting department, consistently demonstrates an unwavering commitment to her role. Her meticulous attention to detail, combined with her unparalleled dedication, has made her an obvious choice for Making It Special Nomination for September.
Tina literally never stops, works hours far beyond what is expected and never complains but always has a smile on her face. Without Tina, Land Rover Conwy would just grind to a halt.
Lisa Tyler
Award Nominee, August 2024
We would like to nominate Lisa Tyler for going above and beyond, and making it special for our client Mrs Steel.
Our Client Mrs Steele was left hugely disappointed as our showroom Range Rover Sport was purchased by another client just prior to Mrs Steele fully committing to the car.
Lisa kindly managed to utilise the relationship she has developed with the brand and achieve an incredibly quick build slot for a new Range Rover Sport.
Her efforts have completely turned around the enjoyment of the client journey and we all look forward to seeing Mrs Steele collect her new vehicle in October.
Paul Williams (right), Head of Business, congratulating Holly Riley.
Jaguar Land Rover Huddersfield
Award Nominee, August 2024
Holly was nominated due to lovely message received from a client. She consistently delivers outstanding customer care and goes above and beyond with every client that walks through the door. Nothing is ever too much trouble and the message from Mr & Mrs Brailsford just prove what a fantastic asset to JLR Huddersfield she really is!
Good Afternoon The above vehicle has been at the Huddersfield dealership for quite few weeks due to engine failure. I dont have the words to describe how we feel after choosing a prestige brand and for this to happen. We were extremely angry and so anti LR . We said we would never buy a Land Rover again. However Hollys exceptional customer care has changed our minds. She has demonstrated customer care at the highest level. Her communication throughout the process has been exceptional.You are extremely lucky to have her as part of your team. We will now be buying a new Land Rover. This will not be from our local dealership in Sheffield. But from Huddersield because of our amazing experience with Holly Your sincerely Jane and Craig Brailsford
– Mr & Mrs Brailsford
No photo available - had to add a file to proceed (right), Divisional Aftersales Director, congratulating David Morgan.
Award Nominee, September 2024
Dave has been my rock during the redundancy process within JLR.
Despite having to work closely with all retailers during the transition period he found the time to check in to ensure myself and my team were ok.
He listened to me cry, offload and express all sorts of emotions and without him I am not sure what I would have done.
So I just want to say a huge thank you, I am forever grateful for his support.
Shane Farmer (right), Head of Sales, congratulating Callum Hughes.
Award Nominee, August 2024
Callum always show willingness to ensure each and every experience is a personalised and professional experience for the client, he goes out of his way to guide the client through the process ensuring its an enjoyable and special event.
I don't even know where to begin. What a journey! Thank you, from the bottom of my heart, for helping me get my dream car. You have been so kind and patient and I am extremely thankful that you were my car salesman. I felt like I was talking to a friend over the phone and you have made this process a memorable one that I will cherish forever. Here is a little something to say thank you! Wishing you all the best for your future as I know it will be adventurous and successful for you!
– Kiran Gurkiran Ubhi
Duggie Sarris (left), Head of After Sales, congratulating Darren Gibson.
Award Nominee, August 2024
Darren is always the first to dedicate himself for extra hours, ensuring the clients needs are met and they are happy with their service.
Darren will listen and communicate effectively with the clients, he will leave the workshop and meet with customer within the showroom, to reassure them that all has been personally checked bespoke to them.
We are especially grateful in having Darren on our team, thank you Darren for all you do.
Nathan Dawson (right), Service Manager , congratulating Rob Hallam.
Award Winner, August 2024
Mr Randall a loyal client always purchases his vehicles from us even though he lives on the Isle of Arran, he also returns to us for servicing and on this recent occasion he experienced an issue with his vehicle that Rob assisted with promptly one Saturday morning.
Mr Randall was extremely anxious that he would miss his ferry crossing but Rob pulled out all the stops and got Mr Randall on his way together with a Land Rover Defender Lego set as he had learned that Mr Randall was a keen Lego enthusiast.
Highly delighted Mr Randall wrote back to Rob to let him know that he got to the ferry terminal with an hour to spare and also sent pictures of his Lego collection and a picture of his Range Rover with the Defender Lego set.
Well done Rob one very happy client!
Hi RobI just wanted to thank you for the Lego on Saturday.I got to the ferry with an hour to spare and luckily the crossing was calm.As promised I’ll send you some pictures once it’s built … but for now here is one of the car & Lego on Arran and a couple showing the models I've already built in the garage.
– Mr Randall
Mike Tyson (right), Managing Director, congratulating Eve Holland.
Award Nominee, August 2024
Eve sold two cars to clients who were brother and sister and went out of her way to ensure that we could get both cars ready so that they could collect their cars at the same time.
Eve got both cars lined up ready for handover with bows and collection signs in the window to make the day extra special.
The clients were overjoyed and certainly weren’t expecting that level of service.
Well Done Eve!
Gary Slater (left), Head of Business, congratulating Richard John.
Award Nominee, August 2024
We nominated Richard for our August Making It Special nomination as he went above his normal job role to help a client, who turned up hoping to have a sunglasses holder fitted but was disappointed with the current lead time with the service department.
The customer got upset so Richard worked through his own dinnertime to fit the holder for the customer. Richard is a painter by trade so not only was he working in his own time, he also carried out something that is not part of his role or something he had done before.
Richard is consistently helping others out and does jobs to help the business, the tasks are not his trained skill or profession and I think he rightly deserves some recognition for his hard work.
Paul Moutarde (right), Head of Used Cars , congratulating Zaman Malik.
Jaguar Land Rover South West London
Award Nominee, August 2024
Zaman has received countless amounts of fabulous online reviews – See below some examples. Daily Zaman gets some form of positive feedback from his clients. He has not been with us long but showing very quickly how good he is at going above and beyond for our clients.
Recently I have seem Zaman complete CITNOWs for his clients in such detail, making them very personal and delighting them before they have even met him or seen the car in question.
We also received a wonderful email from a complaint client who came in to collect their used Velar and ending up not being very happy with the car/ experience so Zaman stepped in to take over. Zaman spent 5 hours with this client, who was originally a different Sales Executive’s client, the clients then placed an order for a Range Rover V8 and collected recently and were delighted.
'I have had a brilliant experience buying my F Pace from this dealership. Zaman went over and above to help secure the car I wanted, get it in for a test drive within a very narrow window and at short notice, and then delivered to me in time for a planned road trip. The post purchase care has been brilliant too and Zaman has helped me secure additional parts that I wanted. I would say that he has been incredibly proactive. Outside of my experience with Zaman, each visit to the showroom (I went 4 times) was brilliant, the team are incredibly hospitable and happy to help. Even fresh water out of a Jaguar bowl for my dog. Thanks guys, I am a very happy customer.''Second time I've purchased a car here and the service is always perfect. Zaman Malik was super efficient and helpful. I will definitely be back.''Sytner's Team, specifically Zaman Malik, but also Harry Marchbank and Ryan Bower-Moores could not have been more helpful, and made the process of finding and buying my ideal Jaguar F-Type straightforward, cost effective and pleasant. Zaman Malik was courteous and meticulous throughout the handover process, dealing with every requirement and the many questions I had, introducing me to the car in great detail, and ensuring that I had everything I needed.''From the day I walked into the showroom at South West London, Zaman Malik has been professional, enthusiastic, knowledgeable and efficient. I’m extremely pleased with the car and the thorough handover this afternoon. Nothing has been too much trouble for Zaman - I would happily recommend any friends to seek him out should they be looking at the Landrover/Jaguar range.',Team, I have to congratulate Harry and Zaman for yet another superb piece of work today. I cant remember too any occasions where I have been as impressed as this. Ramis client came today to collect a velar that we got from Stockport. Sadly they were not too happy with the overall condition of the car and had gone a little cold on the spec they had chosen and refused to proceed. After 5 hours, the funding being paid out and then ROA, and some outstanding work and perseverance from Zaman and Harry they have not only saved the a full house deal but they switched them to a RRS 4.4 V8 diesel which is going now and has generated more finance income. I literally fell off my chair when I finished my meeting with AP and saw they were having a v8 sport. In terms of going above and beyond and the extra mile this certainly falls into those categories. Guys thank you and very very well done. Just goes to show what can be achieved with positive mindsets, teamwork and determination. Superb.
–
Ian Bennett (right), Head of Business, congratulating Georgie Morice.
Award Nominee, August 2024
Georgie is an amazing Service Advisor who really cares for her clients and regularly goes the extra mile for them. In August alone, she received 23 promoters which is outstanding and received many lovely comments from customers who left their feedback.
Georgie is an asset to the Service department and we love having her as a part of our team.
Charles Crossley (left), Head of Sales, congratulating Jordan Passade.
Award Nominee, August 2024
Our customer, Adam Rasul, had purchased a surprise new car for his older brother. The two brothers had recently lost their Dad and been through a tough time so this was a gift to say thank you to his older brother for all the hard work he had put into the family business.
The older brother was told to pop in to the dealership to look at a car for Adam in his absence. He had no idea there was a car waiting for him.
Jordan Passade set up the vehicle in the handover bay and took the customer to look at it. The car was covered and alongside it was a message from Adam saying “To the world’s best big brother. Thanks for always being there for me. Dad would have been so proud of this moment. This one’s for him.”
Both brothers were blown away by the handover and the work Jordan put in to it to Make It Special.
NA (left), NA, congratulating Sophie Hunting.
Award Nominee, July 2024
Sophie is a superstar Receptionist who is always ready to help out anyone who needs it. She leaves her team little notes with positive messages on and is always smiling.
Mike Tyson (right), Managing Director, congratulating Eve Holland.
Award Nominee, July 2024
Eve consistently receives excellent client feedback but has recently received an outstanding 5 star Google Review from a customer who was absolutely delighted with the service she received.
Well Done Eve, keep up the good work!
I recently bought my lovely new car from Sytner Sheffield and had the great pleasure of being looked after by Eve, who was utterly charming and more importantly open, honest and patient. We’d been looking for a long while to change our car and had travelled quite a way to collect it from Sheffield, however this wasn’t a problem because Eve (and Andy) were such a pleasure to deal with and nothing was too much trouble for them. For me, that counts for a lot when you’re spending your very hard earned cash! Eve and of course the perfect car, were the main reasons we decided to buy from this dealership. I can’t thank Eve and the team enough for their kindness in general. We will most definitely be staying loyal to the dealership and my mum will also be buying her new car from here too. Just goes to show that great customer service, kindness and honesty means the customers will come back. Until next time!
– Laura Eulert
Nick Miernik (left), General Sales Manager, congratulating Adrian Stenton.
Award Nominee, July 2024
Our Sales Controller Adrian is always on hand to assist with our clients and staff alike and genuinely loves engaging with all of them.
Having just met Mr and Mrs Walker, Adrian learned their sad news some months earlier that they had lost their beloved granddaughter to sepsis which was mistaken for flu she was only 8 years of age, this was a very sensitive conversation that Adrian handled beautifully.
Mr and Mrs Walker relayed to Adrian that they had set up a charity to help others in a similar position called AIM this being their granddaughters name spelt backwards. After learning this Adrian immediately jumped into action sharing their JustGiving page and also arranged for a Lego Defender to be auctioned at their upcoming Charity Fundraising Event.
Mr and Mrs Walker were amazed and extremely touched by Adrian’s kindness, well done Adrian a lovely Making It Special.
Joshua Bailey (right), Business/Retail Manager, congratulating Jacky Hannan.
Award Nominee, July 2024
Jacky has devoted her time and effort to support all departments, support Bristol at month end, and to complete her focus and dedication, Jacky has worked on the Sales department debts on iPace exchange.
We are very grateful for her determination to the company.
Charles Crossley (left), Head of Sales, congratulating Vicky Sweetman.
Award Nominee, July 2024
Vicky has Made It Special for two clients this month.
In the first instance Mr John Egerton was due to take delivery of his Range Rover Sport SV ONE just one week after his first baby was born. Vicky prepared a new-born baby bundle handover gift for the client and this was in the boot when he picked up the car. Safe to say the customer was blown away with the gifts!
The second instance was for the client Mr Goodwin. Vicky knew that Mr Goodwin was a huge Manchester City fan so did a handover gift which was a bottle of Man City themed Vodka.
Andy Penn (left), Head of Aftersales, congratulating Sam Johnson & Justin Defaye.
Award Nominee, July 2024
Our Making it Special nomination for the month of July is Sam Johnson and Justin Defaye.
A client purchased an Approved Used Jaguar I-Pace. Within a few days of ownership, the I-Pace would not charge correctly as one of the battery cells had failed. The cell repair takes in excess of 3 days to complete and we have over 20 vehicles booked in for this repair.
Due to the magnitude of these repairs along with cell availability, it would be two months before this I-Pace could be repaired. The client was in discussions with us and suggested rejecting this vehicle.
Justin Defaye and Sam Johnson offered to carry out this repair over the coming the weekend. They worked non-stop all day Saturday and Sunday until it was completed. On Monday morning we delivered the I-Pace back to the client with the new cells fitted and fully charged.
This just shows the commitment of both Justin and Sam to offer exceptional service.
Well done both!
Gary Slater (right), Head of Business, congratulating Eleanor Harriss.
Award Winner, July 2024
A client called the dealership in a panic, the side step on his car had come off causing the tyre to burst. He was stuck and unsure about what to do. Ellie reassured the client that he is covered by JLR Assist. The client was extremely stressed due to having his family in the car and being far from home, they were travelling to London to celebrate his daughter finishing her exams!
Assist went out to the client late that evening and were due to recover the vehicle to us, Ellie happened to be in the area at 21:00 that evening and saw the car on the back of the recovery truck, the dealership was closed at this time and Ellie knew that it would cause the client more stress not being able to hand the vehicle over. Ellie followed the AA back to the dealership to help them!
The clients were so surprised to see Ellie and couldn’t thank her enough for her help. Ellie stayed with the family whilst their vehicle was being unloaded, explained what would happen next and took their details to pass onto the service team in the morning.
They were all very shaken up so Ellie decided to wait with them until their taxi arrived to take them home.
The clients were extremely thankful and came in the next day with flowers for Ellie.
Andrew Potgieter (left), Head of Sales, congratulating Lucy Forde.
Jaguar Land Rover South West London
Award Nominee, July 2024
Lucy has gone above and beyond both with our clients and staff, she received endless amounts of nominations for how helpful she is. She is always a pleasure to work with and has such a bubbly personality which is joy to be around. Lucy received countless amounts of online review’s from clients who cannot sing her praises enough!
She goes the extra mile always and spends time with her clients building report and ensuring they are comfortable while waiting for a service or collecting their new car, our clients go out of their way to tell us how amazing she is.
Below are just a few of the online reviews however these drop into us daily. She is an asset to the company and we cannot wait to watch and support Lucy in career.
'Just wanted to thank the RR team for all the help. Great service. Lucy Forde was incredible with the handover of the car explaining all the various elements. Never experienced that level of detail before. 10/10! Thank you all.' 'We have had many new cars over the years and more recently the hand overs have been a brief affair with no real time given to us to ask questions and familiarise ourselves with the new vehicle. This was not the case at Jaguar Sytner in Sunbury. Lucy Forde and the team were brilliant and looked after us all, including the hungry Labrador which she managed to find treats for!! She was attentive and could not be more helpful and we drove away very happy with the new car. We would definitely buy from Jaguar Sytner in the future. Thanks again.''The hand over of my new iPace was fantastic. Lucy Forde was very helpful, friendly, communicative and efficient. Really pleased with my new car and felt well look after by the dealership from the start.' 'I have dealt with many car dealerships in my time as a company car driver, and generally with not great experiences, however, I can say with a high degree of thanks that Lucy Forde at the Sytner Jaguar Land Rover team South West London has changed that view, she was extremely helpful and knowledgeable, and made my experience first class. Thank you Lucy for your understanding and making the whole experience a very enjoyable one .''I went into Land Rover today and a lady named Lucy Forde helped me to reset my In Control Land Rover app she was great and fantastic customer service. Would definitely go back to the Sytner branch again great staff and very friendly. Thanks'
– Several
Paul Williams (left), Head of Business, congratulating Rebecca De Bemels.
Jaguar Land Rover Huddersfield
Award Nominee, July 2024
Rebecca was contacted by Roadside Assistance regarding a vehicle that was stranded in the middle of a busy road, they could not attend until 6.30-7.30pm so Rebecca, out of hours, went to the vehicle and stayed with it until assistance arrived to ensure the vehicle was safe.
In addition to this Rebecca received a huge 18 gold stars in July with fantastic feedback from our clients!
Frank Szabo (right), Parts Manager, congratulating Harvey Ravinet.
Jaguar Land Rover Ascot Service Centre
Award Nominee, July 2024
Harvey is our Making It Special nomination for July due to the great customer feedback he received, well done Harvey!
I had a query which Harvey Ravinet dealt with. He was so professional and helpful. I felt it was important the company knew what excellent customer service he offered - thank you.
– Mrs G Wilson
