Opinion: If you always do what you’ve always done, you’ll always get what you always got

Automotive consultancy, Fourmative backs DVSA's SAFE campaign

Opinion: If you always do what you’ve always done, you’ll always get what you always got
Image: Bigstock.

The DVSA has recently highlighted the great job garages do for their local Customer, indeed the statistics from the Vehicle Safety Campaign Toolkit referring to a SAFE Check programme do prove how great Customer Service really works.

Their most recent survey of garages states that customers favour their local MOT garage.

The findings found that 59 per cent of MOT customers prefer to choose a garage they have used before, 91 per cent of customers are satisfied with the customer service from their MOT garage, and 95 per cent of customers trust their MOT garage.

Related: DVSA encourages ‘vehicle health checks’ ahead of slump

This is a really positive news story and one we should shout about from the roof tops, whilst wearing a mask of course.

Part of this research also looked and Health Checks, under the banner Make it SAFE, as interim support of MOT’s.

Now, many garages are nervous about doing additional safety health checks on their Customers cars.

This reticence typically falls into one of three categories.

  1. Not what Customer expects of us – We fix what we are asked to.
  2. Unearthing more problems – We tell them and then it is our fault.
  3. Creates an impression we are looking for work – Keep it safety related and ‘show’ them the results.

Imagine being able to address all three points in one activity; having the ability to show a customer the results of any visual inspection will significantly build trust and help you win further confidence with your customers.

This could take the form of a picture or short video, and most smart phones now perform these functions very well.

So, Fourmative uses a simple tick sheet Health Check for garages to use with most average cars being covered.

The tick sheet covers basic visual only inspection items and includes a check on bodywork for noticeable damage/scratches.

Visually, you will be able to show your customers your professional inspection on:

  • Fluid levels
  • Tyre condition
  • Foot pedals
  • Dashboard warning lights
  • Horn function
  • Wipers and Screen
  • Battery condition
  • Seat Belts
  • External bodywork checks

Our SAFE Health Check sheet will take you no more than 5 minutes to complete and it also provides for follow-up with an easy to use month by month forward planning section to prosect your Customer for future work.

Quite simply, an excellent retention tool for every garage to use.

How many of us remember the old adage, “If you always do what you’ve always done, you’ll always get what you always got”, so today, right now, consider a change to what you do.

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