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

[ImCammers]

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

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

[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