Sytner JLRS Division
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!
Tom Booth & Dave Stott (left), Sales Managers, congratulating Michael Burczak.
Award Nominee, June 2025
We would like to nominate Michael for coming into work on a Saturday at short notice. Our customer was due to come in on Friday for collection but never actually turned up on the day. The customer turned up Saturday morning unannounced and apologised for the lack of contact on Friday. He couldn’t make Friday due to exceptional circumstances so when he turned up Saturday the vehicle was not registered as there was still an outstanding balance to take. Michael very kindly came in and registered the new vehicle, allowing the customer to take delivery for the weekend. Big thank you to Michael for taking time out from his weekend and coming in at such short notice. Thank you and congratulations Michael.
Matt Chipper (right), Head of Aftersales, 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!
Nick Jones (left), Parts Manager, congratulating Gareth Davies.
Award Nominee, May 2025
Since joining our team in March, Gareth has consistently demonstrated an exceptionally high level of performance as Parts Advisor. His dedication, proactive approach, and excellent customer service skills have made a significant positive impact on our department.
Gareth is a valuable asset, and I believe his outstanding contributions make him a deserving candidate for this recognition.
Parts department I can't thank you enough, what I thought was going to be a nightmare actually turned into a first class experience. Every time I called I was treated with courtesy and respect,and I have to mention Gareth who went that extra mile .Many thanks
– Carmel
Beth Tyler-Smith (right), Customer Service Manager, congratulating Bo Tyler-Smith.
Award Nominee, May 2025
We have nominated Bo for going well out of her way by calming a customer down, who was very upset with the loud noise that her wheels were making and she thought they were going to fall off. Bo calmed the customer down, offered her a seat and a drink and then went on to find a Technician to look at the vehicle straight away.
The Technician assessed the vehicle and found that her vehicle required 2 wheel bearings. Bo then went onto source a courtesy vehicle to get the customer mobile, while we carried out the repairs.
Bo is not an Advisor but to own it, solve it, approach helped to turn a very upset customer into a very happy customer. Well done Bo.
Oliver Mann (right), Head of Business, congratulating Claire Bales.
Award Nominee, May 2025
Our Making it Special nomination for the month of May is Claire Bales.
We received some exceptional feedback which was sent to our Divisional Managing Director, Head of Business and Head of Aftersales on how Claire has delivered a fantastic client experience.
Well done Claire!
The feedback speaks for itself:
Good Morning.I am writing to formally commend Claire, your Customer Service Centre Manager, for the outstanding professionalism and excellence she consistently demonstrates.Over the past couple of years, I have brought my car to your service centre on several occasions, and each visit has been made notably better thanks to Claire. She welcomes customers with genuine warmth—always greeting me with a smile and a hot brew—and ensures that I am kept fully informed throughout the duration of any work being carried out. Her approach to communication is thoughtful, timely, and clear.Claire sets the standard for what great customer care should look like. Her ability to build trust and provide reassurance during what can be a stressful experience is exceptional. She represents your brand with integrity and excellence every time, and I have no doubt that she has a similar impact on many others.I want to make clear that I have no relationship with Claire outside of these visits. My commendation is based entirely on my professional experiences at your dealership. As the CEO of a national training centre specialising in Customer Care qualifications, I can confidently say that Claire exemplifies best-in-class service. She is a true asset to Sytner Land Rover and a powerful example of how exceptional customer care should be delivered.Please pass on my sincere thanks and congratulations to Claire for the exemplary service she provides. All the team members have been fantastic from my experience.Well Done Everyone.Yours faithfully,Liam Minehane
– Liam Minehane
Paul Williams (right), Head of Business, congratulating Chris Glew.
Jaguar Land Rover Huddersfield
Award Nominee, May 2025
Our well-deserved Making It Special winner for May is Service Advisor Chris Glew.
Since joining us in March, Chris has made a remarkable impact in the Service Department with his outstanding customer service skills. Out of 22 surveys sent to clients by JLR, Chris received a perfect score, 22 out of 22 with a 10/10 rating! That’s 100% across the board.
On top of that, he’s earned 7 five-star Google reviews and a 5/5 Trustpilot rating. Chris comes to work every day with a smile, always ready to help, and our Reception team has even called him a “Godsend.”
His dedication to clients is unmatched, he goes above and beyond not for recognition, but because he genuinely cares. Congratulations, Chris!
Chan Singh (Left ), New Car Sales Manager, congratulating Thomas Heald.
Award Nominee, May 2025
Mr White was collecting his DEFENDER 130 the day before he went to Edinburgh with his family on holiday. Unfortunately the taxing system went down meaning the clients plans were compromised as he needed a 8 seater vehicle.
Thankfully we managed to tax the car on the Saturday morning. Thomas kindly volunteered his own time to drive to the clients house for 8am to ensure he had his new car for his holiday
Charlotte Diadoo (left), Aftersales Manager, congratulating Callum Sarney.
Award Nominee, May 2025
May’s Making It Special nomination goes to Callum Sarney who had a client that he had been looking after and only wanted to deal with Callum.
The client was unable to collect during the week however Callum offered to come in at the weekend on his day off to meet with the client and go through the work that had been done and answer any questions.
Callum also ensured that the car was presented well for the client and even went over the vehicle himself prior to the client’s arrival.
As you can imagine the Client left very happy!
Steve Dance (right), Workshop Manager, congratulating Kieran Chelcher.
Jaguar Land Rover Ascot Service Centre
Award Nominee, May 2025
Kieran is our Making It Special nomination for May as he received a job from the Workshop Manager which was a very large service which he did not manage to get completed by end of play.
Kieran informed the Workshop Manager where he was at the end of the day and that he would come in on his day off to finish it without me even asking. Kieran turned turn up and finished the job!
Thank you Kieran!
Paul Williams (Middle ), Head of Business, congratulating Paul Smith & Michael Flint.
Jaguar Land Rover Huddersfield
Award Nominee, April 2025
This month we would like to nominate Paul Smith (Aftersales Manager) and Michael Flint (Technician) for the “Making it special award”.
When a colleague arrived at work and was visibly unwell, Paul and Michael sprang into action immediately to help. Whilst remaining calm and showcasing commendable teamwork, Paul called for the First Aider and helped monitor his colleague, whilst Michael collected the defib and phoned for an ambulance. The ambulance arrived within 30 minutes and quickly confirmed that their colleague had sadly had three heart attacks and they needed to take him to hospital immediately.
Once their colleague was in the ambulance, Paul called his partner to make her aware of the situation, whilst maintaining compassion and care.
Without the quick thinking and incredible teamwork from Paul and Michael, the outcome for their colleague would have been much more critical. They saved his life and for this, their colleague and his partner are extremely grateful and thankful that Paul and Michael were there that day to help reassure him and be a shoulder to lean on when he needed the extra support.
Paul and Michael are a credit to the business and their compassion and immediate instinct to help their colleague has not gone unnoticed by everyone here at JLR Huddersfield and our colleagues family.
Mike Tyson (right), Managing Director, congratulating Oliver Johnson.
Award Nominee, May 2025
Oliver recently helped a client who had brought their vehicle late on a Friday afternoon and stayed in his own time to ensure the customer could take the car away with him with all issues resolved and without causing any inconvenience to the client. as it was the right thing to do.
The customer was so pleased and sent in the feedback below.
Well Done Oliver, job well done!
I would just like to pass on my sincere thanks and appreciation to Oliver at Land Rover Sheffield. After I requested a parameter on the central locking system of my Discovery L462 be changed (led by information from Land Rover's online handbook), it proved to be the wrong outcome. Returning to the dealership late afternoon Oliver worked to reset the issue well beyond the time he should have left for home. I would have accepted a global reset to factory settings and replaced all my preferences the day after but instead Oliver spent his own time to resolve the issue and changed one parameter without affecting anything else. I have experienced plenty of good service from the Workshop and Service Department at Land Rover Sheffield in the past and Oliver is not only a credit to his profession but an ambassador for the brand and dealership. Great customer service is not about free WiFi, it's about people like Oliver who take pride in their skill and knowledge to resolve issues. That's real
– Ian Shaw
Dil Patel (right), Used Car Sale's Manager, congratulating Jo Marsh.
Award Nominee, May 2025
Jo has worked tirelessly checking our extended warranty claims and after hours of work found we had over £20k, which had not been claimed.
Other aspects of Jo’s hard work
• Finding transport solutions and building a relationship all whilst saving money
• All checking IDT’s Dealer Transfer are correctly costed
• Helps with movement of cars – Saving money on Transport Cost
Nick Miernik (left), Head of Business, congratulating Stuart Murray.
Award Nominee, May 2025
We want to take a moment to give a massive shout-out to Stuart Murray for his incredible commitment and selflessness earlier this week. A brand new customer had been waiting patiently for a key part to arrive for their Range Rover Sport SVR. With the risk of a full vehicle rejection hanging in the balance, Stuart didn’t hesitate to step in and personally deliver the vehicle to Trowbridge, once the repair was completed. Rather than arranging third-party transport, Stuart took it upon himself to ensure the customer received a seamless, worry-free experience. Despite motorway delays, and inclement weather, he stayed calm and professional throughout the journey. Stuart handled the vehicle handover personally, spending time with the customer, answering every question, and making sure they were completely satisfied. Only once the customer was happy did he begin the long, long journey back arriving home after 11pm, without a single complaint during the next working day. This is what true customer service looks like. Thank you, Stuart, for going that extra mile – literally! Your actions not only protected a valuable customer relationship but also represented the very best of who we are as a team.
Frank Szabo (right), Parts manager, congratulating James Ham.
Jaguar Land Rover Ascot Service Centre
Award Nominee, April 2025
The reason I would like to nominate James for April’s Making It Special is his never ‘say no’ attitude when asked to help out.
Last month on couple of occasions he stayed late after his contractual hours to help deliver parts crucial to customers and this was very positively received in the spirit of ‘Making it Special’!
Philip Evans
Award Nominee, April 2025
Mr Robertson was in Newport Wales working but resided in Perthshire Scotland. He showed an interest in a Jaguar E-PACE we had but admitted his schedule, home address and availability made it near impossible to complete the sale.
With almost no notice and no prompting whatsoever Phil stayed on late to discuss options, video the car and reassure Mr Robertson that we could meet his requirement. Phil also then delivered his new car after hours, drove the PX home and walked the customer through the process on by far, the busiest day of the month.
An outstanding effort made that stood JLR Bristol head and shoulders above the other retailers Mr Robertson had spoken to previously.
Well done Phil.
Mike Tyson (right), Managing Director, congratulating Ellie Cotterill.
Award Nominee, April 2025
A client recently sent Ellie a thank you card expressing their appreciation for the service they have received with a gift card to have a meal as a thank you.
The clients own 3 Land Rover vehicles and have now committed to using us for all their requirements based on the service they have received from Ellie, this means they will drive past 5 other retailers to get to us which is high praise indeed.
Well Done Ellie, fantastic feedback!
Thank you so much for all your help with Top Class Service, we really appreciate you.Kind regards
– Mr & Mrs Shepherd
Roman Zawadzki (right), Head of Sales, congratulating Philip Copeman.
Award Nominee, April 2025
Earlier this month, Phil demonstrated exceptional dedication and compassion when he received a call from a client, Mrs Rebecca Overton, just 15 minutes after closing. Mrs Overton had unfortunately broken down in a retail park only an hour after collecting her vehicle from our service department. Despite being outside of his working hours, Phil took complete ownership of the situation. He personally drove out a loan vehicle to Mrs Overton, allowing her to continue her journey with peace of mind. He then secured her own vehicle and brought it back to the retailer safely. His timely and caring actions turned a disappointed customer into one who was sincerely appreciative of the support she received.
The story doesn’t end there. Later that same week, Mrs Overton was involved in a serious accident at home, where she was hospitalised after being kicked by one of her horses. Upon hearing the news, Phil went the extra mile yet again—he reached out to check in on her and thoughtfully arranged for flowers to be sent, showing genuine care and kindness beyond the standard expectations of the role.
Nick Miernik (left), Head of Business , congratulating Matthew Summersgill.
Award Nominee, April 2025
Matthew Summersgill really did make it special at Land Rover Wakefield during April he stepped into the Workshop Office not as part of a long-planned schedule, but at short notice, covering for holiday absences within the Service Department. The situation wasn’t ideal. The team were already stretched thin, with a reduced number of Technicians and a growing list of vehicles needing attention. Matthew took control and brought with him a sense of clarity and calm. He quickly got to work, streamlining communications and making sure every Service Advisor was kept informed. Questions were answered before they had to be asked. Updates flowed without delay. Despite the challenges, an understaffed team and a busy schedule Matthew’s commitment didn’t waver and by the end of the day he had made a real impact, so much so that every Service Advisor and our Reception Team nominated him for Making It Special.
That Thursday may have started like just another hectic day, but thanks to Matthew, it ended with progress, teamwork, and a Workshop that ran better than anyone expected and for that, he truly deserves recognition.
Shane Farmer (left), Head of Sales, congratulating Leanne Richards.
Award Nominee, April 2025
Our Making it Special nomination for the month of April is Leanne Richards.
Leanne has dedicated 1000’s of hours of her own time over the years volunteering with her local charity and care home supporting our heroes of yesterday, she spends her evenings sitting and listening to the elderly who don’t have the luxury of friends or family to make them feel the basic human privilege of being loved and valued.
Recently Leanne went 26.2 miles further and raised nearly £3,000 for her local elderly charity by taking part in the London marathon as well as the extensive training and personal sacrifices this takes up, she also spent any spare time she had creating bake sales and touting her charity to anyone who would listen.
We are extremely proud to have someone with Leanne’s kindness and caring personality within our JLR Family.
Well done and thank you!!
Charles Crossley (right), Head of Sales, congratulating Neill Webster.
Award Nominee, April 2025
Whenever the sun is shining, Neill uses his own money to go to the supermarket and buy ice creams and ice lollies.
Neill then walks around the dealership, sharing them with all colleagues.
