What do you look for in a Garage??

[discobarry]

I've been wondering lately on how to improve our family run garage to satisfy our customers the most and give them what they want, we are pretty much always busy so this is for customers as oppose to us ourselves. Things like the oil we use to service with, what you want to see in a reception, how you expect tyres/exhausts and mechanical prices to be set out or simply how much an MOT 'should' cost away from the RRP VOSA set us.

The things you could want to see in a garage could be the simplest thing ever or a little more complex i guess each person will have a differant view on what they want to see and why.

Thanks in advance, DB.

[ScouseNinja]

Reception should have free tea/coffee , and a ps3 for while i wait :) :beerchug:

[ImCammers]

Reception should have free tea/coffee , and a ps3 for while i wait :) :beerchug:

The first part would be interesting, but as for a PS3 the majority of people who go in there, aren't even gonna understand how to use a PS3, unless its there kids....

[discobarry]

Well we do the free tea and coffee so that's a good start i guess, not sure about the PS3 as i'm an XBOX man :biglaugh:

[Col]

Every time I have dealt with garages, from main dealers to back street outfits, the main issue has always been communications.

There are three simple steps in my mind;

1, Explain what you intended to do at the service and or repair you are about to carry out. Then explain that there may be a possibility of other work being required on the back of it i.e. aux belt tensioner and alternator pulley might be required on top of a basic aux belt change. Give the customer choice once you have forwarned them of what extra might be required. This way there are no shocks or supprises.

2, Phone them to let them know how it is going and before any extra work is carried out and let them make the decision. Also phone them when it is ready to pick up. Again no shocks or supprises.

3, Clearly set out the bill and split expected work vs additional work. Talk to the customer about the car when handing the car back and offer any advisories. Again there should be no shocks or supprises if 1 & 2 have been done.

I'm sure you already routinely do all of the above as they would protect both yourself as a business and the customer, especially if you add suitable qualifications to the bill i.e. "Customer advised that water pump should be replaced at cam belt change but declined, despite being advised of the consequences."

The only other major annoyance is when parts are not available for a few days and the car is already in bits. Granted that on some ocassions you will not know which parts are required until the car is stripped down but in most instances this situation can be avoided I say.

[Captain Answer]

I've been wondering lately on how to improve our family run garage to satisfy our customers the most and give them what they want, we are pretty much always busy so this is for customers as oppose to us ourselves. Things like the oil we use to service with, what you want to see in a reception, how you expect tyres/exhausts and mechanical prices to be set out or simply how much an MOT 'should' cost away from the RRP VOSA set us.

The things you could want to see in a garage could be the simplest thing ever or a little more complex i guess each person will have a differant view on what they want to see and why.

Thanks in advance, DB.

Not me personally but I know a lot of people who like to get their car collected or delivered

[discobarry]

Good responses so far, pleased to say other than the PS3 we do all the above all the time.

How about layout in the office? ie what information would you like on the walls? if anything at all?

Thanks.

[JSH]

Cleanliness,
Clearly displayed price structure
Tea / Coffee
Chick / Dolly bird....... Only joking!

[discobarry]

A chick does help, we have an old battle axe which is sadly one of the shortcomings of our garage, that will sort itself out one day soon though! ;)

[Captain Answer]

family run garage




A chick does help, we have an old battle axe which is sadly one of the shortcomings of our garage, that will sort itself out one day soon though! ;)

I've always thought your mum to be quite the looker :approve:

[eob]

The garantee that some spotty oik isn't going to hang the balls out of my car on test drives.

Happened to me with my Astra Coupe at a main Vauxhall dealer.
A friend's girlfriend spotted my car being whored up the road while it was in for a service. There could be no mistake because of the car and the private plate.
She called me to ask if I was in a hurry and being ignorant not waving.
I chinned the service manager but it turned into a my word against theirs type affair.

I now use a guy that I have became friendly with for the past 5 years. Very relaible and honest. The place he work out of is not the nicest looking and that would put most off, but as we all know, looks can be deceiving.

Thats all I would want, an honest friendly service and the feeling that I wasn't going to be screwed. Forget tea, biscuits, video games and big boobed/brainless recieptionists, That's the winning formula.

[e6m6a6]

Wing covers!

Once i took my car into garage and it can back with marks alover the wings and with them been plastic one bent and ruined the paint

When i asked them later what happened they said it was already like that
To which it was not as i washed it that earlier day and they were not there!

A dog, a nice friendy dog, they have one up at the tyre and exhaust centre i go to and she a lovly way to pass the time

[e6m6a6]

Sorry it was my sisters car not mine!

Can you get what make it was with plastic wings?

[pon]

Sorry it was my sisters car not mine!

Can you get what make it was with plastic wings?

Maybe Citreon, they used plastic panels

[paul b]

Can you get what make it was with plastic wings?
Mercedes A Class? Mine did.

[MalcQV]

The one I use it perfect. All the things Big Col mentioned too. I get shown around the (very tidy) workshop regularly. I go into their office to sit and chat, I of recent go up most Saturday mornings to talk cars.

Go for the odd curry with them... we did on Saturday :p

Not only do they service my car but he is my mate too :D

[Col]

I get shown around the (very tidy) workshop regularly.

That's another one.

A garage that enforces 'elf and safety rules in that you are not allowed in the workshop to have a chat with a mechanic is a no no for me. Especially tyre places.

I like to have a chat with the fitter and or mechanic. If they will not let you do that then what are they hiding? Insurance is insurance, if you have got public liability insurance it would be for being on the premisis.

[eob]

That's another one.

A garage that enforces 'elf and safety rules in that you are not allowed in the workshop to have a chat with a mechanic is a no no for me. Especially tyre places.

I like to have a chat with the fitter and or mechanic. If they will not let you do that then what are they hiding? Insurance is insurance, if you have got public liability insurance it would be for being on the premisis.

Yes, to have the problem explained and maybe even shown the defective part too. That's just because I'm nosey mind. :D

Has anyone else noticed that the main dealers also shove in a bottle of screenwash? I put my BMW in for a service and was charged for the privilidge of being supplied with a bottle of BMW screenwash and them cracking the seal. I explained to the service manager that I had filled the washer bottle that very morning myself towit he said that I must have used it on the way to the garage and mechanic felt the need to replenish the fluid. :eek:
I've noticed that VW do it too on the Passat but I don't know if it's complimentry, I'm not paying the bills for that one.

[Col]

I think it is a cash cow for them, charging you a fiver to fill up with 20 pence of screenwash.

I would not let it go if I'd filled it up that morning to avoid getting fleeced that fiver or whatever they charge.

[eob]

I think it is a cash cow for them, charging you a fiver to fill up with 20 pence of screenwash.

I would not let it go if I'd filled it up that morning to avoid getting fleeced that fiver or whatever they charge.

Ach, it was years ago. And those places are like libraries. You don't want to make a noise lest you get into trouble.
I got a story about that dealer. Its a well Known BMW dealer in Irvine, Ayrshire (for thems that know it). I walked in looking for a 5 series sport and got this stuck up wee b@stard. The height of sh!te (name withheld). "What's your budget?" Oh about £15,000. "Oh, no, we wouldn't have anything for that sort of price."
So when I picked up my 530dSport for £14,500 I made a point of going back for a first service to get it checked out thoughorly. I alerted the salesman that it is possible and that they were merely over priced stuck up pricks. Then they shafted me for the screenwash.
But then they got taken over by Arnold Clark and I had the oppourtunity to wish the same salesman all the best with selling second hand fiats. :biglaugh:

[macmillions]

Can you get what make it was with plastic wings?

Renault Clio. Mine has. Which has turned out to be a good thing as I may have bumped a post when I 1st passed my test, and it sprung straight back into place! :D

[MalcQV]

Yes, to have the problem explained and maybe even shown the defective part too. That's just because I'm nosey mind. :D

Just to add to that, they should (is it regulation?) show you any defective parts replaced.


Has anyone else noticed that the main dealers also shove in a bottle of screenwash? I put my BMW in for a service and was charged for the privilege of being supplied with a bottle of BMW screenwash and them cracking the seal. I explained to the service manager that I had filled the washer bottle that very morning myself towit he said that I must have used it on the way to the garage and mechanic felt the need to replenish the fluid. :eek:
I've noticed that VW do it too on the Passat but I don't know if it's complimentary, I'm not paying the bills for that one.

SKF in Bolton never charged me ;) (not the garage I am talking about mind).

[eob]

SKF in Bolton never charged me ;) (not the garage I am talking about mind).

Maybe with VW it is genuinely complimetary.

[e6m6a6]

Maybe Citreon, they used plastic panels


Close, it was a Renault Clio, great little car, has not put a foot wrong for the whole 2 years that she has had it and it a V reg!

[paulthefox]

Ach, it was years ago. And those places are like libraries. You don't want to make a noise lest you get into trouble.
I got a story about that dealer. Its a well Known BMW dealer in Irvine, Ayrshire (for thems that know it). I walked in looking for a 5 series sport and got this stuck up wee b@stard. The height of sh!te (name withheld). "What's your budget?" Oh about £15,000. "Oh, no, we wouldn't have anything for that sort of price."
So when I picked up my 530dSport for £14,500 I made a point of going back for a first service to get it checked out thoughorly. I alerted the salesman that it is possible and that they were merely over priced stuck up pricks. Then they shafted me for the screenwash.
But then they got taken over by Arnold Clark and I had the oppourtunity to wish the same salesman all the best with selling second hand fiats. :biglaugh:
was it harry fairbairn by any chance:beerchug:

[eob]

was it harry fairbairn by any chance:beerchug:

Give that boy a chocolate watch. Yes, it was.:beerchug: