Sytner JLRS Division
Shane Farmer (left), Head of Sales, congratulating Steve Early.
Award Nominee, July 2025
Our Making it Special nomination for the month of July is Steve Early.
Steve was contacted by a very anxious and distressed lady over the telephone who had an urgent but reluctant need to sell her husband’s vehicle. Steve could sense by the tone the lady was very upset, confused and distressed by the whole situation.
Sensing the vulnerability of this particular client Steve agreed to visit the clients house after hours and talk through in clear detail the answers to all questions that were outstanding.
It transpired that the reason for the urgent need to sell was that her husband was extremely poorly suffering with dementia, and this Jaguar was his lifelong ambition and reward to them both for 50 years of hard work, but it now needed to be sold due to his illness.
The service, calmness and empathy shown via Steve in this scenario was of such great importance and of great appreciation that Mrs Smith felt the need to jump on her number 10 bus to arrive at our centre to meet with the Head of Sales, Shane Farmer to ensure that we were fully aware of just how special Steve is (a long standing member of the Sytner Family) and to insist that his ability to see the person within the process didn’t go unnoticed.
Well done Steve… this is what Making it Special really is all about, selfless acts outside of the normal to ensure the client feels important and valued.
David Barrett (right), Head of Sales, congratulating Eleanor Lilley.
Award Nominee, July 2025
A clients parent’s were purchasing a car as a surprise for their daughters 28th birthday. What the parents were not aware of was that Ellie upon handover had gone out of her way by putting the car in the showroom undercover surrounded by birthday balloons, presented the client with a birthday card and a birthday cake.
Clients were reduced to tears (happy ones) and couldn’t thank Ellie and the Retailer enough.
Glenn Cunnington (left), Head of Business, congratulating Paul Trotter / Rachael Raverscroft / Jeremy Lane / Fran Fergusson.
Award Nominee, July 2025
We had an Aftersales client that was having a lot of stress at home with an ill Mum but needed to bring their car in for repair.
The customer said from the initial phone call with Rachael , she received nothing but incredible customer service from Rachael, Paul, Jeremy and Fran and felt like they all really looked after her.
These people today showed what true customer care is , they need to be recognised!
– Julia Cotter
Rosie Curtis (left), Service Reception Manager, congratulating Sarah Holmes.
Jaguar Land Rover Ascot Service Centre
Award Nominee, July 2025
Sarah has been a real rock for the team, always happy to help and support everyone.
She received the highest number of CLP scores this month, which is a clear reflection of how she regularly goes above and beyond for her customers by delivering excellent customer service.
I had an exceptional experience with the Service Advisor. Her professionalism, attention to detail, and genuine concern for my vehicle's needs truly stood out. She was friendly, approachable, and communicated clearly every step of the process, keeping me informed. Her expertise and dedication made the entire service visit smooth and stress-free.
–
Mike Tyson (right), Managing Director, congratulating Joanne Kirkham.
Award Nominee, July 2025
A distressed client contacted us after her car had broken down on the motorway. She was stranded with her three young children and was understandably very upset, having been unable to reach Land Rover Assistance directly.
Recognising the urgency of the situation, Joanne immediately took it upon herself to contact Land Rover Assistance on the client’s behalf. She provided the exact location and clearly communicated the seriousness of the situation to ensure that help was dispatched as quickly as possible. Thanks to Joanne’s quick thinking and empathy, the client and her children were recovered safely and without delay.
The following day, the client’s parents sent Joanne a bouquet of flowers as a heartfelt thank you for going above and beyond to ensure the safety and well-being of their daughter and 3 grandchildren.
Well done Joanne, this is a shining example of outstanding customer service and doing the right thing for our clients.
Mike Tyson (right), Managing Director, congratulating Ellie Cotterill.
Award Nominee, July 2025
Ellie recently received the feedback below from a client which could very easily have resulted in a complaint as we had to inform them that the Land Rover hire car had run out the day before their wedding, leaving them at risk of being unable to travel to their venue and causing unimaginable inconvenience and stress.
Well done Ellie!
I am writing to express my sincere appreciation for the outstanding service I received today from one of your staff members. I believe it’s important to acknowledge exceptional customer care, and I wanted to ensure this individual receives the recognition they deserve.Ellie went above and beyond in assisting me with my situation. They were not only professional and knowledgeable but also showed genuine empathy and care throughout the process. Their calm, proactive approach made a very stressful situation much easier to handle and I left feeling truly valued as a customer. It would have been easy in the situation that occurred to not feel obliged to do more for the customer. It’s rare to come across service of this standard, and it has only strengthened my trust in the Range Rover brand. Please pass on my thanks and appreciation to her, and I hope this message contributes positively to her record.Warm regards
– Alex Woods
Nick Miernik (left), Head of Business, congratulating Talea Younge.
Award Nominee, July 2025
This month’s Making it Special recognition goes to someone whose kindness, quick thinking, and care for both our customers and the wider community truly stood out.
Talea is a true dog lover, and her actions recently have reminded us all what it means to go above and beyond. When long-standing customers Mr & Mrs Emmott were facing a tough time – not only struggling with issues across both of their new vehicles, but also deeply worried about their poorly dog – Talea stepped in to turn their experience around. Quietly and without fanfare, she arranged for a dog ramp to be ordered as a surprise and delight, so their beloved companion could get in and out of the car without the stress of being lifted.
A small gesture, maybe – but one that meant the world to the Emmott’s. If that wasn’t enough, just days later, Talea showed true courage and compassion once again. A tiny puppy had escaped its new home and wandered into danger – darting across the extremely busy road outside the dealership. Without hesitation, Talea dropped everything, dodged traffic, and safely scooped the pup up before anything could happen. After eventually finding the owner – who was distraught and incredibly grateful to be reunited with their little one, the lady even came to the dealership to thank her personally.
Talea, your actions not only reflect your love for animals, but also your deep empathy and unwavering commitment to others – customers, colleagues, and community alike. You truly made it special in every sense.
