Sytner JLRS Division
Zoe Manning
Award Nominee, February 2025
I would like to nominate Zoe Manning for Making it Special for the following reasons:
• If I am stuck with a tricky Admin situation that I don’t necessarily know the answer to or need some advice in general Zoe has helped me out time and time again.
• I’ve witnessed time and time again that Zoe is often going above and beyond on a daily basis for not just myself when I need assistance but fellow pears whether that be my direct colleague’s in Service, the Prep Team she coordinates, Warranty Team she supervises or Sales Exec’s/ Prep’s seeking general advice.
• I know I can rely on Zoe to help assist with my own role whilst I am out of the business which greatly helps me out.
All in all, I honestly believe Zoe is a major credit/asset to our business, she is very experienced and knows her role inside out. Her versatility and knowledge of the whole Aftersales Department means she is truly an invaluable member of the team. I think the numbers kind of speak for themselves!
Paolo Bragalone (left), Sales Manager, congratulating Alfy Farook.
Jaguar Land Rover South West London
Award Nominee, February 2025
Alfy received a nomination as he stayed late one evening to support Zain handing over a Range Rover Sport SV and even drove to Central London with the client and continued the handover at theirs as they had a small child with them who was very tired and need to go home.
Mike Tyson (left), Managing Director, congratulating Philip Smith.
Award Nominee, February 2025
Phil stepped in as Workshop Control to cover for holidays/sickness and his efforts have been outstanding, nothing was too much trouble even though it is not his favourite job to do, he cracks on and does not show it. Work has flown really well, and this has made handling clients so much easier.
He is so approachable, proactive and always goes above and beyond, this has made the Service Advisors job so much easier. He truly is a team player and really deserves the recognition. If we have had any complaints or questions, he has jumped straight on to them with no hesitation and is always happy to help.
Well Done Phil, thank you for your help!
Nick Moore (right), General Sales Manager, congratulating Evan McLean.
Award Nominee, February 2025
We have nominated Evan for going the extra mile and going out to the rescue of a client who had just taken a new car delivery.
Evan took the call from the customer who had taken delivery that day and once home found that he couldn’t start the car, but it was all down to the ghost tracker that had been fitted, Evan drove out to the customer and talked him through on how to use it again and obviously it started straight away, one happy client.
Thank you Evan.
Mike Tyson (right), Managing Director, congratulating Jade Hudson.
Award Nominee, February 2025
Jade recently sold a car to a Vietnamese couple who only spoke limited English so struggled to understand all the features on the vehicle.
When the client came to collect the vehicle, they were only able to come in at 6pm due to their business being open throughout the day. Jade agreed to stay late and do the handover, so it was convenient for them and did not finish until 8pm that night.
As Jade knew they had found it difficult to understand she decided to print off all the instructions/guides in Vietnamese and went through all controls numerous times so the client could take videos.
Jade also went through all the insurance details with them and helped them to understand how to produce their no claims information etc.
Jade always has the clients’ best interests at heart and went over and above to make this a positive experience for them.
Well Done Jade!
n/a (left), n/a, congratulating Talat Mahmood.
Jaguar Land Rover Huddersfield
Award Nominee, February 2025
We would like to nominate Talat Mahmood, Parts Trade Specialist, for March’s “Making it Special” nomination.
Tal, who is dedicated to handling Parts Trade customers, went above and beyond on what was an extremely busy day for our team. He engaged with a customer who had an engine warning light on and was seeking advice about the issue. Knowing that his service colleagues were busy, Tal took it upon himself to leave his parts responsibilities and directly address the customer’s concerns. He coordinated with the Technician, asked a Service Advisor about their availability, and kept the client updated throughout the process.
Instead of simply transferring the call to Service Reception, Tal took full ownership of the situation, ensuring the customer’s journey was as seamless as possible. This proactive and thoughtful approach speaks volumes about his dedication to providing exceptional customer service.
The customer was so impressed that they wrote in to express their gratitude, describing Tal as “a credit to your company and an example of how a customer should be treated,” alongside a glowing five-star review.
Tal’s “own it and solve it” attitude has been praised by all of his colleagues, and I believe his outstanding teamwork and commitment to customer satisfaction make him a perfect candidate for this nomination.
Andrew Kitney (right), Senior Business Manager, congratulating Diane Beaconsfield.
Award Nominee, February 2025
Di is the unsung hero of the Business Manager department month in and month out, her diligence and attention to detail ensure that every single car we hand over goes without a hitch.
Furthermore, it is testament to Di that this March we handed over seventeen vehicles on the 1st of the month all without a hitch and still managed to sell a further three vehicles.
Di is the very definition of organised and is the perfect link between Sales Executive, Sales Management and Admin, and as a team we simply could not ask for anything more.
Andy Penn (right), Head of Aftersales, congratulating Craig Bales.
Award Nominee, February 2025
Our Making it Special nomination for the month of February is Craig Bales.
We received some exceptional feedback which was sent to our Divisional Managing Director and Head of Business on how fantastic Craig was at reassuring and assisting some elderly clients.
The feedback speaks for itself….
Well done, Craig!
Feedback Message: Subject: Appreciation for Exceptional Service by Craig BalesDear Mr. Mann,I am writing to express my sincere gratitude for the outstanding service provided by your team member, Craig Bales, at Sytner Jaguar Coventry on Friday, 14th February.My elderly parents, both in their late 70s, arrived at your dealership just before closing time with an issue—the electric window on their car wouldn’t close. They were particularly concerned about leaving their car window open over the weekend. Despite the late hour, Craig went above and beyond to assist them. He offered to take the car and sort the issue over the weekend, ordered an Uber for them, paid for it, and ensured they didn’t have to wait outside in the cold. He waited with them after everyone else had gone home.His professionalism, patience, and empathy made a significant difference to my parents, who were understandably worried about the situation. Craig’s willingness to go above and beyond, even beyond normal working hours, is truly commendable and speaks volumes about the values and customer service standards at Sytner Jaguar Coventry.Please pass on my heartfelt thanks to Craig—I deeply appreciate his dedication and generosity. This experience has reinforced our trust in your dealership, and we will not hesitate to recommend Sytner Jaguar Coventry to others.Thank you once again for the excellent service.
– Kirstie Wykes
Nick Miernik (left), Head of Business, congratulating Talea Younge.
Award Nominee, February 2025
Talea came to the aid of elderly client Mrs Hazel Bailey recently when she had reversed and damaged her most treasured possession, her late husband’s Jaguar XJ taking it out of the garage.
Mrs Bailey was absolutely mortified and extremely distressed as the vehicle was only booked in for its yearly MOT. Talea told Mrs Bailey not to worry she would arrange for a driver to go and get the vehicle and bring it back to the retailer to assess the damage.
The vehicle landed with us and unfortunately the damage to the rear was substantial. Talea could just have left this with the body shop but, she did not stop there. She knew that restoring the car’s value was not just about fixing the damage it was about restoring a treasured possession.
Over the next few weeks Talea worked tirelessly on behalf of Mrs Bailey she made calls to several specialists, searching for parts that could not be sourced eventually tracking them down on eBay!
The process was long and sometimes frustrating, but Talea’s commitment never wavered the car was finally ready and returned to Mrs Bailey who in her own words said ‘it had been repaired with such loving care, and it was returned in showroom condition’
Well done Talea.
