Sytner JLRS Division
Tom Booth (left), Used Sales Manager, congratulating John Underhill.
Award Nominee, April 2024
We have nominated John.
John worked Sunday 14th April until 4pm. He then agreed to drive (in his own time) to a client’s house in the Lake District to deliver Mr Taylor’s car back that had been in for a service and then collected the clients wife’s car that was also due a service, both cars were serviced and returned to the clients.
Mr Taylor then bought a used car from John in that same month after being totally blown away by John’s exceptional customer service.
A fantastic example of going the extra mile to create memorable experiences.
Well done John, from Tom and the used car team!
Nick Moore (left), General Sales Manager, congratulating Sharon O’Leary.
Award Nominee, May 2024
One of Sales Executives identified that one of his client’s needed help in purchasing a new vehicle and could be identified as a possible vulnerable person, he flagged this up with his Business Manager who in turn contacted head office seeking support and guidance and in doing so completed the sale.
Beth Tyler-Smith (right), Customer Service Manager, congratulating Daniel Clarke.
Award Winner, June 2024
We have nominated Daniel who on two occasions on his day’s off went over and above for a couple of our customers.
On the first occasion he went to York to deliver a Land Rover RAF vehicle that Land Rover could not get over to him in time, this was a 200mile trip back and forth and Dan personally wanted to ensure that the customer was mobile.
On the second occasion he drove to Sytner South West London to collect a special tool that was required for a repair to a customer’s vehicle and he drove there and back in a day again to make sure that the customer was not held up any longer than necessary in the workshop.
Thank you Dan.
Trevor Wale (left), General Manager, congratulating Rachel Clarke.
Award Nominee, June 2024
Rachel has gone above and beyond the call of duty for our Parts Department, preparing for the stock take…we really appreciated her support and dedication.
Nick Miernik (left), General Sales Manager, congratulating Stuart Murray.
Award Nominee, May 2024
A special mention for Stu Murray a very well deserved Making It Special. Stu goes out of his way to carry out the most extraordinary acts of kindness that go way above his job role so we thought he deserved a special mention, even giving up his spare time on a weekend to provide a chauffeur service for staff attending an event and waiting until the event had finished to return staff home.
He assists attending to all grounds/building maintenance, driving jobs for Sales & Service sometimes at the opposite end of the country, fleet handovers and transporter deliveries this list is not exhaustive!!
He never moans and always has a smile on his face even in the most inclement of weather when he is working outside and is always the first to volunteer to help out in the event of an emergency or just a general ask, an absolute trooper, well done Stu first class job.
Tony Cordona (left), Parts Manager, congratulating Zak Ugas.
Jaguar Land Rover South West London
Award Nominee, June 2024
Zak is very flexible and often steps in to cover the twilight shift for the team, he often volunteers to come in early, check, organise and put the parts away into the correct locations so the team do not have to which helps with efficiency.
He has a very can do and help attitude and promotes productivity by taking parts out to the Technicians.
The main event was in March he visited a friend who lives in Manchester and as he was close to Knutsford he went out of his way in his own time to collect a back ordered part for VIP client and delivered this directly to the client.
Paul Smith (right), Aftersales Manager, congratulating Maurice McQuade.
Jaguar Land Rover Huddersfield
Award Nominee, June 2024
Maurice was nominated by Paul, our Aftersales Manager after a customer popped by with a paint issue on his vehicle and Maurice dropped everything to sort it out for him.
Within 5 minutes the paintwork was like new and the customer could not have been happier and proceeded to send an email to the Aftersales Manager to express his gratitude and delight.
Nick Miernik (right), General Sales Manager, congratulating Daniel Jones.
Award Nominee, June 2024
Daniel is still quite new to his role but has embraced it with such enthusiasm and often receives outstanding feedback, we just couldn’t let this client commendation slip by unnoticed.
Elizabeth Robert and Alfie the Miniature Schnauzer came to visit the retailer and were really not sure what vehicle was best for them as they had already been to a few other manufacturers. Daniel listened intently to their requirements but most of all concentrated on Alfie the Schnauzer putting him first as he was the most important aspect of Robert and Elizabeth’s priorities.
Alfie of course accompanied them all on a test drive and he was highly delighted with the open aspect of the pan roof on the rear seating so much so a highly delighted Robert and Elizabeth couldn’t resist ordering their new vehicle.
Sadly upon handover it transpired that Elizabeth’s mother had passed away, Daniel took it upon himself to order a bouquet of flowers for Elizabeth and personally deliver them to their home. A small act of kindness which was so unexpected but so very much appreciated.
Well done Dan for such thoughtfulness.
Hi,I have just (yesterday 20/06) taken delivery of a brand new Discovery Sport.Sadly the day before I collected the vehicle my girlfriend's mother passed away.The staff (Daniel Jones) at Wakefield were excellent in accommodating changes to the original handover arrangements and we were treated by all the staff with sympathy and respect.Today we have just received a lovely floral bouquet from the dealership which I consider to be excellent service and after care during an emotional time for my girlfriend.I just think that everyone involved at the Wakefield dealership deserves to have a
– Robert Bates
Mike Tyson (left), Managing Director, congratulating Chris Dwyer.
Award Nominee, June 2024
Chris consistently strives to please as many customers as possible, squeezing jobs in when there isn’t “any time”
The workshop has been incredibly busy and stressful for months due to issues with back ordered parts and the closure of our neighbouring Retailer in Doncaster but Chris has really taken everything in his stride.
He does an amazing job and gives 100% every single day to keep the workshop working to the highest level.
Well Done Chris, keep up the good work!
Shane Farmer (left), Head of Sales, congratulating Callum Hughes.
Award Nominee, June 2024
Our Making it Special nomination for the month of June is Callum Hughes.
Callum went above and beyond when dealing with a client throughout their purchase experience.
The client sent an exemplary email stating how delighted she was and asked for it to be shared with our Head of Business.
Well done Callum!
Hi Callum,Sorry I haven't managed to get back in touch with you over the phone, work has been absolutely manic. Firstly, the car is just perfect - could not be happier with it.Just wanted to drop a note to say a huge thank you to you personally for helping me purchase my first car. The process can be quite daunting and I'm well aware I asked more than my fair share of silly questions, but you were very patient and easy to talk things through with. It was also clear to see you had a lot of knowledge about the cars themselves and helped me to make the right decision about which car, and what features were important to me while sticking to my price range.A large part of why I came in initially was the glowing feedback about the experience my parents had working with you, I echo the same sentiments! Please please please don't go anywhere as I don't plan on buying my next car from anyone else.I've provided the same feedback on the JLR survey but Kym if you could help make sure this feedback gets to the right people at Sytner Coventry, I'd appreciate it (apols if you're the wrong person to loop in here)!All the best (good luck with the garden work) and I'll see you soon 🙂,Davina
– Davina Rai
Andy Kitney (right), Senior Business Manager, congratulating Nick Turk.
Award Nominee, June 2024
Nick went above and beyond to look after another salespersons customer on a Sunday by arranging a car for them to borrow. The car was dirty and did not have any fuel in it.
Nick took it upon himself to clean the car and fuel it so that the customer was looked after seamlessly and was happy.
Nick always put the customers first without any second thoughts, always ready to help his colleagues.
Ian Bennett (left), Head of Business, congratulating Jack Hussey.
Award Nominee, June 2024
Jack has been an amazing team player, coming in on his days off and picking up extra work while we have been working through some staffing issues in the Service department.
During this time he has kept on smiling and been an incredible asset to the team.
Keep up the good work Jack!!! 😊😊😊
Ian Bennett (left), Head of Business, congratulating Logan May.
Award Nominee, May 2024
Logan is an amazing Apprentice, his enthusiasm and energy for his work and learning knows no bounds.
We are thoroughly impressed with his attitude to everything and think he deserves some recognition for his hard work.
Gary Slater (left), Head of Business, congratulating Joshua Easterbrook.
Award Nominee, May 2024
Josh has been by far the most dedicated member of the Service team. He is always helpful and will step up to help any of his colleagues regardless of how busy he may be. He has always gone above and beyond for the sake of the team.
We had many colleague nominations for Josh due to him being a team player and going above and beyond for other colleagues.
Paul Smith(Left) Paul Williams(Right) (left), PS Aftersales Manager PW Managing Director, congratulating Steve Kaye.
Jaguar Land Rover Huddersfield
Award Nominee, April 2024
Steve was nominated by his manager Mark Holmes for his exemplary attitude and productivity which is currently at 168% and in one month alone he sold 224 hours generating revenue of £27909.00.
Gary Slater/ Marley-Dee Joseph (left), Head of Business / Accountant, congratulating Olga Rempel.
Award Nominee, May 2024
Olga has spent many hours during and after working hours liaising with various companies to resolve the debt we hold on the sales ledger. Over the last couple of months Olga has collected almost £10,000 worth of overage debt between 90-120 days.
I have recognised her commitment to the team, the business and to myself and her dedication goes above and beyond.
As a result of the recovered monies we no longer need to make a provision for the debt which in turn has a positive impact on departmental profit.
Glenn Cunnington (right), Head of Business, congratulating Fran Fergusson / Stacey Higham.
Award Winner, May 2024
One evening in early May, Stacey Higham, our Service Supervisor was driving home and passed a vehicle on the hard shoulder. Recognising it to be one of our customers, she called Fran Ferguson, one of our Master Technicians whilst turning round.
Stacey came to a stop near the customer, to discover that they had not only broken down, but had no phone battery. Stacey called JLR Assist whilst Fran left his house with a number of tools, and also attended to the customer by the side of the road.
Fran got the vehicle driveable, bought it back to the Retailer, Stacey opened the business back up, secured a loan car for the customer, and left them to drive home.
Fran returned to his (now very cold) evening meal.
Andrew Potgieter (right), Head of Sales, congratulating Alexandra Pechi.
Jaguar Land Rover South West London
Award Nominee, May 2024
Alex was nominated by the team for being an overall amazing team player. He is always the first to offer support to Aftersales and Sales for our clients. Most recently Alex waited in the workshop for our clients car to be completed then delivered the car back to the client’s house in Kent after hours and was delightful to our client in the process.
He has received multiple google reviews throughout the time he has been here and never fails to go the extra mile.
He genuinely enjoys client interaction and our clients enjoy their interaction with him. He is a credit to us!
Marcia Scott (right), Dealership Accountant, congratulating Jessica He.
Award Nominee, May 2024
When Kristelle went on Maternity leave Jess supported the team by picking up her workload without a second thought.
She has worked over time and supported the Accounts department off her own back.
She is such a hard worker and has mucked in when the team has been off with absences/holiday.
Nick Miernik (left), General Sales Manager, congratulating Kati Wilkinson.
Award Nominee, April 2024
Customer Commendation – Kati regularly receives amazing feedback from clients and this lady in particular felt the need to personally write in and tell us what a great experience she and her little girl had from start to finish!
I would like to express how impressed I was with the service I received yesterday, I brought my car in for a recall and was greeted by Kati who was absolutely wonderful she made me a coffee and took my 3 year old to the fridge to pick a drink and was ever so kind and friendly and explained the process. We were seen in no time. Then again on returning back for the car she was just as wonderful and such a nice welcoming person as you walk in to the dealership.Vicky Louise Hepworth
– Vicky Louise Hepworth
Mike Tyson (left), Managing Director, congratulating Natasha Leggett.
Award Winner, April 2024
We recently had a disabled gentleman visit the Retailer who had driven from Doncaster after the closure of JCT. He was accompanied by the Service Driver who used to work for JCT Doncaster as he wanted to help him get set up with a service plan and ensure he had a means of contacting someone to book all his appointments.
The gentleman is non-verbal and used an iPad to communicate. Natasha spent lots of time with him ensuring he had all the information he needed and gave him her details as his dedicated person to contact to book all his appointments going forward.
The gentleman was worried about not being able to use JCT Doncaster as they looked after him and his needs really well over the last few years but Natasha made him feel at ease and he left feeling confident that he will be in great hands with us going forward.
Well Done Natasha, outstanding client care!
Shane Farmer (left), Head of Sales, congratulating Adam Brightmore.
Award Nominee, April 2024
Our Making it Special nomination for the month of April is Adam Brightmore.
Adam continuously goes out of his way to celebrate the success and hard work of the JLR Coventry Family, he never thinks twice about putting others before himself and most recently he recognised the result that was delivered via our preparation and valet team during a demanding and stressful period.
Unknown to the management team Adam organised a collective reward to show appreciation of all their efforts, this made them feel a huge part of the success and valued as a collective and as individuals.
Adam is a huge ambassador of if you see someone without a smile.. give them yours!!
Well done Adam!
Alan Davis (right), General Manager, congratulating Mel Vine & Kim Simpson.
Award Nominee, April 2024
Mel and Kim are certainly making things very special for our clients. Whilst we continue to undergo the major building works both Mel and Kim (and support crew) every morning (rain or shine) are out the front meeting/greeting every customer arriving.
Parking is a complete nightmare at present (under statement), yet clients are blissfully unaware of our challenges and instead receive very chirpy happy faces along with a very slick drive up drop off process. It’s fair to say that this is a really positive improvement in client care even from when we had both sites and ample parking.
Our Aftersales YTD NPS score for JLR is currently 61%!!! This wouldn’t be the case if it wasn’t for the commitment and daily dedication of Mel & Kim.
Gary Slater (left), Head of Business, congratulating Jason Noad.
Award Nominee, April 2024
Jason has constantly gone above and beyond for other colleagues and clients, he does his best to help out with anything he can, he has stayed late to finish off any work that needs finishing.
Also nothing is to much trouble for Jason, helping to keep the sales cars going out in March when we were very busy!
Charles Crossley (left), Head of Sales, congratulating Vicky Sweetman.
Award Nominee, April 2024
Vicky had a handover for a couple who had just had a new baby.
Vicky made the effort to purchase a baby blanket for the couple and had the baby’s name embodied in to it.
When they came in to do the handover, Vicky had positioned the blanket on the back seat of the car, ready for them and the clients were delighted.
Natalie Walker (left), Senior Host, congratulating Angela Briant.
Jaguar Land Rover South West London
Award Nominee, April 2024
Angela Briant constantly receives untold amounts of Google reviews mentioning her personally, one Client even came back to drop Angela off a bottle of wine and thank you card for how well she looked after him in the lounge while he waited for his car to be completed.
She is personal with our clients and remembers names and small details about them so when they next visit she greets them personally.
She always goes above and beyond to support her team along with the Aftersales team with post visit follow ups when they need support. She is an asset to the team!
'Arrived at Sytner Landrover to collect my new defender, on arrival i was immediately welcomed by Angela who’s attention to detail and manners were impeccable''Very attentive staff especially Angela who checked on me several times in the waiting area.''I want to mention both Angela and Dhillon who went the extra mile''Angela was extremely helpful and such a delight … she looked after me with tea and coffee whilst I was waiting and made the experience brilliant'
–
None (left), None, congratulating Denise Thorne.
Award Nominee, April 2024
Denise has been working as a lone Sales Administrator for a number of weeks after her counterpart left us. She has been able to look after all the Sales Executives and their deals with very little fuss and is now training our newest member of the admin team alongside her ever growing list of jobs.
We think that Denise has shown amazing One Team spirit and has delighted her colleagues at every step of the way.
