The UK’s automotive service and repair sector has been through torrid times during the Pandemic, as well as seeing changes in the cost and availability of parts due to Brexit. That runs alongside all the other things that threaten your profitability, such as rising fuel costs and ever more complex legislation.
It’s not always possible to simply hike up prices to keep your business viable and growing. This is why we have gathered valuable tips on running an efficient automotive servicing business.
Managing customer expectations and time slots
Space and staffing costs can limit the number of vehicles you can handle in a day. However, are there gaps in your scheduling when your team is under-utilised?
This is the sort of inefficiency that modern software can help you iron out, and there are excellent booking management systems available, to ensure a streamlined flow of jobs.
However, it is also important to blend this with good customer communications. Your customers need to be made aware of time slots and the importance of sticking to them.
Also, the clearer you are with customers on cost and timescales, the more accepting they are, leading to less conflict at the payment stage!
Invest in your people
Improving customer service decreases arguments about bills and the likelihood of bad reviews. It depends on getting your front-facing staff properly trained and supported.
Of course, any ambitious business in this sector ensures its mechanics are qualified and experienced, this keeps vehicles moving swiftly through servicing and repair work.
However, giving the rest of your team access to skills enhancement is equally important these days. Making sure you provide a good customer experience builds customer loyalty and makes it more likely you will get new work via word-of-mouth recommendations.
Marketing innovation
Making sure your customers come back can also be supported by creative customer retention initiatives. For example, friendly reminders of service and MOT milestones, or follow up messages when major work is completed, to say “Hope all is well and you are happy with the results” for instance.
The same level of creativity and warmth can attract new business too. Especially when you maximise on the marketing opportunities offered by social media, and put a ‘human face’ to your vehicle servicing business.
Also, emails are free, and when used for marketing can be 40 times more effective at gaining new customers compared to social media channels. Explore ways you can use SMS texting legally too, to connect you to existing and potential customers.
Evaluate and update your supplier network
With so many priorities to juggle, it becomes too easy to rely on suppliers that are legacies from previous decision-makers, or simply the ones you use from habit.
There could be substantial cost savings, and more reliable products and delivery timescales, you are missing out on. Making it vital to regularly assess your supply chain and its prices and quality standards, and in doing so guaranteeing you end up with suppliers who offer keen prices and unrivalled customer service standards and technology.
Don’t forget to include equipment reliability and durability in your evaluation of value for money suppliers, ensuring you stay operationally efficient as an automotive servicing business and use air compression equipment that keeps you on the right side of H&S legislation.
Issue management and H&S
You will build your reputation brilliantly with a strategic programme of marketing activities, including lively social media posts. However, it’s sobering to think one misstep could undo all that work, dent your reputation and leave you struggling to be profitable.
Take time out to review your complaints procedures and issue management policies. Prevention is better than a cure too, so keep up with regular risk assessments and every conceivable health and safety measure. Is your equipment up to date, and fit for purpose?
