The Garage 318

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NEWS 06 VIEW FROM THE TOP Bill Fennell, Managing Director and Chief Ombudsman at The Motor Ombudsman, the independent and impartial Ombudsman dedicated to the automotive sector, looks at.. the current landscape, and the outlook that potentially lies ahead for garages. AS we approach the final few months of what has undoubtedly been a challenging year, MOTs continue to dominate the motoring headlines. During the past few weeks, the pendulum has swung from one extreme to the other. Throughout the peak lockdown period, many businesses pulled their shutters down as customer throughput dried up, and according to our own YouGov poll, more than half (56%) of drivers delayed getting their annual MOT assessment. The resulting impact of this, is that millions of MOTs remain outstanding, and we are now seeing a surge in demand, as drivers try and get their MOTs completed, putting pressure on existing garage capacity. This is echoed by some of the latest research conducted by GiPA UK, the providers of automotive aftermarket intelligence, which found that MOT centres in South West London and Croydon conducted the most tests in August, at an average of 79 and 64 each respectively. MOT stations in Reading are also set to increase their workload from 63 last month to 284 by November, and are predicted to be amongst the busiest in the country. The upside of all of this, is that, in addition to the more routine maintenance and repairs, most service and repair businesses and MOT stations have more than enough work. It’s a nice problem to have, but on the flipside, there is still lots more to be done. One of the main focus points for garages now needs to be around ensuring that staff and customers feel safe interacting with one another when on site. Having the necessary PPE and the other physical and distancing precautions in place has now become the new normal, for which we have very quickly all become accustomed to. In fact, it’s probably what we now expect to see in a well-run business. Just as important is the communication of key messaging around safety in ensuring that customers know that you have put the necessary safety measures in motion, thereby giving them the confidence to get any work on their car completed. As the furlough scheme comes to an end in October, another consideration is having the right staffing levels (in line with the social distancing requirements), and technology in place (i.e. systems to manage bookings and work efficiently) to help deliver a high standard of service whilst the upsurge in demand continues. When looking at the prospects for vehicle sales, an air of positivity also seems to be returning to showrooms, which is an encouraging sign that things may be slowly edging back to what they were. Used car values are holding firm, and with September traditionally one of the busiest months of the year due to the second plate change, some retailers are looking at a spike in the volume of new cars being driven off the forecourts, although the extent of this rebound may be slightly hampered by supply issues. From our own perspective at The Motor Ombudsman, there is equally some cause for optimism. After a noticeable dip between March and June, traffic to our website and to our popular Garage Finder, which lists all the businesses accredited to our Service and Repair and/or Vehicle Sales Codes, is back up to pre-Covid levels. Our online Knowledge Base, which is regularly updated in line with government announcements affecting motorists, is also recording in excess of 26,000 article views per month - an encouraging trend. Another positive is that we have now launched our inaugural Garage Star Awards (TheMotorOmbudsman. org/Awards) to recognise individuals, teams and businesses that have gone above and beyond to help consumers, and we would encourage all of our accredited businesses to let their customers know that nominations are now open. Looking ahead, the next few months will undoubtably be challenging, as we see more local lockdowns coming into force around the country, as well as changes to the rules aimed to reduce the spread of Covid-19, on what seems to be like a weekly basis. Nevertheless, it is important that garages ensure the highest level of customer service and loyalty. This means that, when more “normal” times do finally return, businesses will have a very solid foundation on which to build. If your garage is interested in becoming accredited to The Motor Ombudsman, visit TheMotorOmbudsman.org/garages/ tmo-accreditation to find out more.
07 NEWS Join ‘The Big Gadget Giveaway’ with The Parts Alliance THE ‘Big Gadget Giveaway’ will run nationwide through Allparts, Bromsgrove Motor Factors, BBC Superfactors, BMS Superfactors, Car Parts & Accessories, CES, GMF Motor Factors, GSF Car Parts, SAS Autoparts, SC Motor Factors, The Parts Alliance (South West) and Waterloo Motor Trade. A prize pool that’s too big to list will include the Playstation 5 and Xbox Series X games consoles. Apple’s iPad Air tablet and Series 3 watch are amongst grown-up gadgets along with an HP laptop and JVC 55” Smart 4K Ultra HD Television. A weekly prize draw will find the winners. To be in with a chance, customers simply need to place any The Parts Alliance will be providing garage customers with an abundance of ‘must have’ technology during September. Thousands of pounds worth of prizes will be given away every week. Getting involved couldn’t be easier. order for £50 plus VAT or more with their local branch; each qualifying order will generate an entry. “2020 has been a challenging year for everyone,” said Simon Moore, Head of Marketing at The Parts Alliance. “Everyone’s home tech has been used like never before so it’s the perfect time to upgrade or enhance it.” With Autumn’s arrival prizes like the BT whole home wi-fi system can only help improve indoor time. Other items like the wireless headphones, Fitbit fitness tracker and wireless earbuds are perfect personal rewards for hardworking garage staff battling through the oncoming MOT and service rush. “We just hope everyone enjoys the promotion and we pass our sincere thanks to our garage customers for their continued support throughout this year,” said Simon. Garages can find out more simply by contacting their nearest participating branch. Bowmonk & Tapley have for decades been the most recognised and trusted names in portable brake testers. The Bowmonk BrakeCheck is the electronic version that carries on from that pedigree. BrakeCheck is DVSA approved for all classes of vehicle and it records braking efficiency and percentage of braking imbalance. • Portable & easy to use • No connections to vehicle required • GEA MTS Connected Approved (Upgrade Available) • DVSA approved for all classes of vehicle • Print results to optional portable wireless printer • Approved for 6-weekly checks • Download results to PC (optional software required) • Approved for quarterly brake test requirements • Records braking efficiency and percentage of braking imbalance Bowmonk Ltd, Diamond Road, Norwich, NR6 6AW T: +44 (0)1603 485 153 E: info@bowmonk.com www.bowmonk.com
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