............ and this made me laugh

[Gail]

So why take your car to people like Kwik Fit when you have problem.

Because people with very little or no knowledge and experience of vehicle maintenance don’t know the difference between the Kwik Fits of this world and properly trained and qualified technicians. As a result they gravitate towards brands they recognise whose marketing makes them look professional. This is particularly true of women many of whom still regard traditional independent repair workshops as intimidating places where they will be ripped off. That may no longer be the norm but, as long as the view persists, KF and the like will continue to rake in the profits.

 

[t-tony]

Very true Gail. Halfords send young people out to the car park to fit headlight bulbs and every time we get one with no beam pattern you can guess where it was fitted.

Tony.

 

[Redline]

KF have installed nice little comfortable lounges to make them more welcoming. The Indy’s need to learn and improve their customer facing side. It isn’t just about getting the job done any more. That alone doesn’t bring in customers for a large part of the market.
A tatty dirty greasy desk in a cold draughty doorway doesn’t feel great does it?
If that’s what’s out front, what is the coal-face like

 

[t-tony]

But that's what keeps costs low too Ian.

Tony.

 

[hard top]

But that's what keeps costs low too Ian.

My mate Rob's semi auto box on his Merc van leaks.
Twice a year or so, he goes to the Stealer to get it topped up at about E.100 a pop !!!
I don't mind though, I just sit in the showroom, look at all the shiny stuff, drink all their coffee and eat all their biscuits ....

 

[Grumps]

And they gave a knighthood to the owner Mr Farmer didn't they?

Yes I think they did mate, had forgotten about that. Then again they have Jimmy Saville one as well!!

 

[t-tony]

Yeah, but they dug him up and took it back.

Tony.

 

[andyglym]

Yeah, but they dug him up and took it back.

Tony.

This'll make you laugh Tony. Dropped off the TD4 for a thermostat change this morning, told 2 hours. Just got a call back, the mechanic looked at the wrong car on Autodoc ......... 6 hours, which they have said they will foot the bill for as it's their mistake. A big job, apparently on a TD4?

 

[Redline]

But that's what keeps costs low too Ian.

Tony.

Doesn’t matter how low your costs are if you don’t attract customers. Turning away a large part of you addressable market because they would rather go somewhere clean and comfortable isn’t good business.
Do what KF do and do it better or go out of business.

 

[Redline]

This'll make you laugh Tony. Dropped off the TD4 for a thermostat change this morning, told 2 hours. Just got a call back, the mechanic looked at the wrong car on Autodoc ......... 6 hours, which they have said they will foot the bill for as it's their mistake. A big job, apparently on a TD4?

If it’s done through the wheel arch it’s probably worth having the timing belt and water pump done at the same time.

 

[t-tony]

Doesn’t matter how low your costs are if you don’t attract customers. Turning away a large part of you addressable market because they would rather go somewhere clean and comfortable isn’t good business.
Do what KF do and do it better or go out of business.

It's low cost that attracts customers to smaller garages (indepenants) and mostly they're 1 or 2 people. employed. It's not easy to make a living at the best of times without trying to imitate a nain dealer. Loyal customers can see through the crap.

Tony.

 

[andyglym]

If it’s done through the wheel arch it’s probably worth having the timing belt and water pump done at the same time.

Not sure mate. I think it's a chain on the TD4?

 

[hard top]

But that's what keeps costs low too Ian.

Here's another one, I bought most of my cars from a mate of mine who runs his own business, garage, show room etc.
When you buy a car, his wife goes to a petrol station up the road and buys a bunch of flowers and puts them on the passenger seat.

I used to drive back past the petrol station and stick them back in the bucket.

 

[Gail]

Loyal customers can see through the crap.

Tony.

True but the first time car owner won’t become a loyal customer if you can’t get them through the door in the first place. Until something happens to show them on an individual level that they’re being ripped off by the big fast fit chains they will keep going back.

 

[t-tony]

True and if all it takes is a comfy chair and a cup of coffee they'll get what they deserve.

Tony.

 

[hard top]

And here's another one ....
My Merc 230CE single wind screen wiper started getting sluggish, drove past the Merc Stealer every day to work and back so popped in, as you do.

"Now Sir, that is going to be a whole new unit, we will need the car here all day, as we have to strip out everything under the windscreen and at the back of the engine bay and that will cost you" .... $$$$$$$

Took the car to my mates garage, he had an old boy there (RIP) that worked for a Merc taxi firm before.
He just took the wiper and housing off, gave it all a good clean and some lube, worked like new.

Cost? I kid you not, a couple of ....

 

[Redline]

It's low cost that attracts customers to smaller garages (indepenants) and mostly they're 1 or 2 people. employed. It's not easy to make a living at the best of times without trying to imitate a nain dealer. Loyal customers can see through the crap.

Tony.

The problem is that loyal customers don’t last. They move, newer cars are locked in to dealers, etc. Businesses have to constantly acquire new customers.
Ask a 19 year old female student to go get her car fixed your standard back street garage is positively off putting. So few people have ever set foot in such a place and don’t see the advantages and many feel positively intimidated by them.
Standard business viewpoint- change or die!
Back street places will always be around but the likes of Halfords and KF will more often and increasingly seen as clean,comfortable and convenient, much like shopping in a big store - exactly what their marketing organisations want you to see and think.
Keep catering only for the knowledgeable by all means, but don’t complain that the marketing glitz entices big chunks of business. Cost is important but image is a bigger pull in these times.
Everywhere you go, even single operator businesses have a comfortable waiting area. Vets, barbers, opticians, takeaways, etc Why not small Indy garages? It’s not a big ask.
Spend a buck to make a buck. Make customers feel comfortable. If you don’t there’s always somewhere else to go. Then it’s a race to the bottom.

 

[hard top]

Why not small Indy garages? It’s not a big ask.

What's the point, you don't go there for a cup of char and a chat, you drop off the car and get on with your life and then you get a call that work is completed and pick up the car.

 

[Redline]

What's the point, you don't go there for a cup of char and a chat, you drop off the car and get on with your life and then you get a call that work is completed and pick up the car.

It’s not about what I do Mike or you. I use my local Indy regularly. It’s about why KF etc attract customers and why many won’t think about or simply won’t go to Indy’s.
To many they are just not pleasant places to be, even to drop your car off and pick it up.
As it happens I always have a chat with the guys.
Simply got to get customers in the door. Understand what much of the public expect in customer care and environment. It’s all about perception.

 

[t-tony]

Not sure mate. I think it's a chain on the TD4?

It's the BMW 320 engine. Not sure why it would be a 6 hour job.

Tony.