Sytner JLRS Division
Steve Dance (right), Workshop Manager, congratulating Sam Russell.
Jaguar Land Rover Ascot Service Centre
Award Nominee, June 2025
Sam has been nominated for June’s Making It Special for having the highest scores on our feedback portal, currently holding top spot for the month in the Technician’s ranks for NPS with 100% on explanation of work carried out and 100% on fixed right first time.
He also did an amazing job of looking after the Apprentices whilst on work experience with us, thank you Sam!
Nick Moore (left), General Sales Manager, congratulating Evan McLean.
Award Nominee, June 2025
We would like to nominate Evan for our July Employee of the Month in recognition of his extraordinary compassion and professionalism during an incredibly difficult situation for one of our customers.
The client had placed an order for their dream car, an Evoque, when their world was turned upside down by their son’s sudden diagnosis of leukaemia. At a time when the family was facing one of the most challenging periods of their lives, Evan showed exceptional empathy and understanding. He went above and beyond to reassure the customer, compassionately helping them to cancel their order with the option to revisit the purchase when the time is right—acknowledging that leukaemia is not something that resolves quickly. The customer complimented Sytner in supporting them and from their point of view this will never be forgotten and when their son has smashed through this rubbish will be coming back to Sytner to buy his dream car from Evan.
From the very beginning, Evan has been exemplary. He has consistently demonstrated politeness, product knowledge, and genuine helpfulness throughout the entire process. This situation especially highlighted his ability to balance professionalism with a deeply human approach, showing that he truly puts the customer first.
We are incredibly proud to have someone like Evan on our team.
From: Jason Emanuel <jasonemanuel@sytner.co.uk> Sent: 08 July 2025 10:12To: Nick Moore <nickmoore@sytner.co.uk>; Tom Booth <tombooth@sytner.co.uk>; David Stott <davidstott@sytner.co.uk>; Evan McLean <evanmclean@sytner.co.uk>; Sharon O'Leary <sharonoleary@sytner.co.uk>Subject: FW: [Internal] Customer Services - feedback - recognise a team memberOutstanding feedback Evan, well done. 😊This highlights how our Sytner Values of being the
– Stephen McAlley
Gary Slater (left), Head of Business, congratulating Zoe Kelly.
Award Nominee, June 2025
We have nominated Zoe Kelly, a member of our Accounts Team for our June Making It Special.
We were working hard to sell and deliver cars on the same day at the end of June and one of our clients, opted to conclude their transaction via Bank Transfer. Whilst we are very grateful this did mean that, without verification from our Accouts Dept, we couldn’t deliver the car.
As it was so far after closing I assumed Zoe would be home and may have been in a position to assist.
When I called Zoe was actually still driving home, regardless, she took the call (on handsfree!) came off at the next junction and headed back to work as it was quicker to return.
I’m delighted to say that we could confirm we received the funds and the client took delivery of their I-Pace – all thanks to the extra effort that Zoe put in in her own time.
Thank you Zoe, epic job!
Steven Turnham & Janet O'Donnell (left), Financial Controller & Dealership Accountant, congratulating Gabriela Agapi.
Award Nominee, June 2025
Our Making it Special nomination for the month of June is Gabriela Agapi.
Darren from our Parts team was assisting one of our clients and unfortunately his Digi-payment would not work, the client mentioned that he was on holiday in Romania.
Gabby spoke to Darren about this as she had spotted the failed payments and noticed it was a Romanian name on the payment. She asked for the client’s mobile number and called the client and spoke to him in Romanian, talking him through how to make the payment and resolved the issue, she also offered to get the client an account set up to make future transactions more efficient.
Gabby went above and beyond for our client, and he was delighted!
Since joining our Accounts team 2 years ago she has proved to be an asset to the team!
Well done, Gabriela!
Paul Williams (right), Head of Business, congratulating Michelle McIntosh.
Jaguar Land Rover Huddersfield
Award Nominee, June 2025
Our well-deserved winner for Making It Special goes to Michelle McIntosh.
Michelle has won this month for simply just being Michelle; we want her to know how much we appreciate her and that her efforts and her kindness does not go un-noticed.
Michelle is well known to everyone as mum, for her naturally loving and caring nature. Her dedication to her clients, continuously going above and beyond to make their experience well-remembered sets a great example for all to follow.
Congratulations Michelle!
David Edwards (right), Head of Business, congratulating Lucy Forde.
Jaguar Land Rover South West London
Award Nominee, June 2025
In her first month as a Service Advisor, Lucy achieved 15 gold star responses in the JLR Survey as well as a number of positive mentions in the google and trust pilot reviews from our clients. Lucys energy and enthusiasm in the role has been infectious and we are seeing the whole teams results improve. Despite leaving the sales department to take on this new role, Lucy has still supported Sales and Clients with their In control set up at handover, showing her true team spirit.
Mike Tyson (right), Managing Director, congratulating Matthew Valentine.
Award Nominee, June 2025
We recently held a Ride & Drive event for pre-selected clients, Matt decided to invite a client who was taking delivery of their new car so they could experience a unique handover which they were delighted with.
Well Done Matt!
We arrived at Thornbridge Hall to collect my sons new car today and what a great day it turned out to be! It began with a warm welcome, coffee/tea/juice and croissants. Finalising the details of the car handover of his new Range Rover Sports A delicious 2 course lunch was served with wine or beers and alcohol free for designated drivers. This was followed by an informative tour of the house with its quirky features and interesting history. Afternoon tea was served a little later, again delicious and plenty for those who were hungry. Soon it was time to say good bye and head for home. Well done Land Rover and team with a special thank you to Matthew who made our experience so pleasurable.
– Mr Shackley
Nick Miernik (left), Head of Business, congratulating Michelle Ryman.
Award Nominee, June 2025
This month’s Making It Special Award goes to Michelle Ryman whose exceptional commitment to customer care turned a potentially negative experience into one of reassurance and professionalism. When a new client found himself in a stressful situation after not receiving a promised call from another retailer, Michelle stepped in and provided a steady, reassuring presence. Despite it being the weekend with no manager on site, Michelle took initiative, liaising with the team remotely to ensure the matter was being addressed—even though it involved an awkward issue following the customer’s lengthy visit to our dealership. What truly stood out was Michelle’s unwavering communication. The client was kept informed throughout, and even on Michelle’s day off, she followed up to ensure the issue had been resolved, showing genuine care and responsibility beyond the call of duty. By staying calm under pressure and putting the customer first, Michelle made a real difference—demonstrating exactly what it means to “make it special.” Congratulations and thank you for your dedication!
