Sytner JLRS Division
Matt Chipper (left), Head of Aftersales, congratulating Kuram (Sunny) Balkhu.
Jaguar Land Rover South West London
Award Nominee, March 2025
Great Client reviews on Google and he has gone above and beyond to step up to support his colleagues who are new to the Service Advisor role.
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!
Andy Penn (right), Head of Aftersales, congratulating Terry Smith.
Award Nominee, March 2025
Our Making it Special nomination for the month of March is Terry Smith.
A client contacted our Head of Business to express how impressed he was with the professionalism on the day of his booking.
He had been unwell and therefore unable to drive any distance, he was appreciative of the collection service and commented how friendly and courteous Terry was.
This made great reading! It sounds like Terry really made an impact with his kindness and professionalism.
Well done!
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.
Phil Kendall (left), New Car Sales Manager, congratulating Tom Kitchen-Dunn.
Award Nominee, January 2025
Fantastic client verbatim posted on Trust Pilot
We had an excellent experience at Sytner Land Rover, thanks to Tom’s outstanding support. From the moment we arrived, he was incredibly patient, knowledgeable, and attentive, taking the time to guide us through various vehicles and options to ensure we found the perfect family car. Tom’s flexibility and willingness to accommodate our needs made the whole process seamless and enjoyable. He never rushed us, answered all our questions thoroughly, and provided honest, insightful advice. His dedication and expertise truly set him apart, and we couldn’t be happier with our purchase. If you’re looking for a professional, friendly, and genuinely helpful experience, we highly recommend visiting Sytner Land Rover and asking for Tom. Thank you for making our car-buying journey so smooth and enjoyable!
– Mrs Foley
Dyane Compass (right), HR/BA Administrator, congratulating Joanna Brumstead.
Award Nominee, January 2025
Jo has been with the company for 25 plus years and has loved every moment of the role. Jo is an outstanding role model to new employees from any department, especially the Reception team, as she always maintains professionalism, places the business first at all times, relishes conversations with the clients, who she may recognise upon a visit to the dealership.
The clients always give Jo a glowing comment any chance they can. Jo is always willing to to help anyone in need.
Jo covers shifts when numbers are low and comes in earlier than needed when we may have visitors on site to prepare.
Thank you Jo, for your continuous service and your joyful smile.
Nick Miernik (left), Head of Business, congratulating Dave Jagger.
Award Nominee, January 2025
We would like to take a moment to highlight the outstanding work our Technician, Dave, did in helping one of our clients. His initiative and resourcefulness played a crucial role in not only saving a valuable part but also securing the repair and ultimately gaining the client’s trust. During the repair process, Dave identified a challenge that could have resulted in the part being damaged, costing the client thousands of pounds in replacement fees. Instead of following the usual protocol, he took the initiative to take the part to an external company to have a stubborn bolt removed, thus saving both the part and the client’s considerable investment.
Thanks to Dave’s quick thinking, we were able to successfully complete the costly repair and avoid losing the client entirely. His dedication and proactive approach reflect the high standard of service we strive to provide, and this instance truly exemplifies the value he brings to our team. The client was truly grateful in acknowledging Dave’s exceptional contribution.
It’s moments like these that make all the difference in strengthening client relationships and maintaining our reputation for delivering quality service.
David Barrett (left), Used Car Sales Manager, congratulating Oliver Shinn and Dillan Singh.
Award Nominee, January 2025
I wanted to take a moment to nominate Dillan Singh and Oliver Shinn for Making It Special in January . I’d also like to make you aware of my gratitude to the pair.
We had a delivery planned on a Used XF to Mr Margetts, sadly, a misaligned tailgate caused significant damage to the rear bumper which required rectification before we could sensibly hand the car over. On what was an incredibly busy day for all, Oliver did a fantastic job repairing the damage and realigning the tailgate and had no qualms about staying on after hours to get the job completed. Dillan, committed to the customer and didn’t leave for Peterborough until 16:30.
Between the two this made a huge difference to the client and our Business.
Kind Regards,
Dave
Mike Tyson (right), Managing Director, congratulating Conrad Humphrey.
Award Nominee, January 2025
One evening as Conrad was about to leave the business he noticed a large lorry trying to manoeuvre in the dark and heavy rain with great difficulty. Conrad saw that the driver was in need of some assistance as the driver was awfully close to customers vehicles parked at the front of the showroom.
Conrad stayed a substantial amount past his finish time to ensure the lorry had managed to exit safely. Left to his own devices the driver could have caused an untold amount of damage and left site without us being aware.
Thank you for taking the time to do the right thing.
Paul Curtis (left), Head of Aftersales, congratulating Paul Trotter.
Award Nominee, January 2025
A client had come in to the dealership on New Years Eve with a fault on his car. The fault was quickly identified, but the part wasn’t in stock. The client advised he lived in Anglesey, 120 miles away, so was offered a loan car to get him home.
Rather than asking the client to bring the loan car back, Paul Trotter took the time to drive to Anglesey on the Saturday morning to return the client’s car and bring the loan car back to the dealership.
Outstanding personal service by all involved
– Mr Hywell Ellis
Jason Emanuel (right), Managing Director, congratulating Jon Bell.
Award Nominee, January 2025
We have nominated Jon for the Employee of the Month for January. His unwavering dedication and commitment to ensuring the safety and well-being of both our staff and customers during the severe weather conditions back in January, have not gone unnoticed.
Jon made the effort to come into work in the very early hours and even at the weekends, bravely navigating treacherous icy roads to prepare our site. His hard work ensured that everything was fully gritted and the snow cleared in time for our team and customers to arrive safely and continue their duties without any disruption.
Thank you, Jon, for your exceptional efforts!
N/A (right), N/A, congratulating Liam Halliday.
Jaguar Land Rover Huddersfield
Award Nominee, January 2025
I would like to nominate Liam Halliday for January’s “Making it Special” award.
Liam consistently goes above and beyond for our clients and has earned numerous Gold Stars and fantastic Google reviews for his dedication.
This month, I want to highlight his exceptional care for our client, Claire Dysart. Claire had a very poor experience with the dealer from whom she bought her car and came to us for rectification and warranty work, Liam stepped in to turn things around and ensure her visit with us was nothing short of special.
Liam took it upon himself to take care of all the details, including arranging new plates, having the car professionally valeted, and ensuring it was beautifully presented in the handover bay. He made sure Claire received the outstanding experience she should have had from the start.
To top it off, Liam even arranged for a Lego Defender for Claire and her family, which truly delighted her.
She left glowing feedback, and it’s clear that Liam’s efforts made a huge impact. His dedication to creating exceptional experiences for our clients makes him more than deserving of this nomination.
Absolutely fabulous experience from start to finish. After being let down by another dealership Sytner Land Rover more than made up for the bad experience we encountered. A special thanks to Liam in service who went above and beyond in my opinion, a very helpful, professional dealership. 10/10
– Claire Dysart
Simon Evans-Cook (right), Senior Business Manager, congratulating Nathan Baylis.
Award Nominee, January 2025
Our Making it Special nomination for the month of January is Nathan Baylis.
Nathan went above and beyond for his client, to the point where he took the time to give feedback to our Divisional Managing Director and Head of Business on how fantastic his experience was.
Well done Nathan!
The feedback speaks for itself:
Nathan Baylis was our sales person at Coventry , After initially contacting Sytner in Huddersfield regarding a new or used Defender 90 commercial for my 19 year old son The sales people in Huddersfield never called us back so we kept checking the Sytner website and found just what we wanted 130 miles away in Coventry ,after our online enquiry we received a couple of very friendly calls from Nathan who assured us the car was just what we were looking for . We agreed a deal and collection date , I mentioned to Nathan my Son was funding this himself after working hard in his business , Nathan assured me he would do what he could to make it a little special for my son , Upon arrival we were greeted and given a coffee then shown the car which Nathan had managed to get into the showroom with a reveal cover over it ,, that truly made the experience for my Son amazing ,, I would not have bought from Sytner and travelled around trip of 260 miles had it not been for the efforts and professionalism shown by Nathan , He really is a true asset to Sytner.
– Mr Cartwright
Ian Bennet (right), General Manager, congratulating Susan Thompson.
Jaguar Land Rover Ascot Service Centre
Award Nominee, January 2025
Congratulations to Sue for receiving the January Making it Special Award! Her unwavering commitment to our customers has been nothing short of extraordinary.
The Management team at JLR Ascot have received numerous thank you messages from individual Customers and these need to be recognised.
She has also assisted in looking after Portsmouth customers following their closure in December. By stepping in to assist customers when they had nowhere else to turn, Sue has demonstrated true dedication and compassion. Her efforts have made a lasting impact, ensuring every customer felt valued and cared for during a challenging time.”
