After
having a look at some industry figures it seems the independent garage sector
is still increasing its market share regarding servicing and repairing your
vehicles.
Just
10 years ago the independent garages serviced only 30% of cars on the
road. By 2011 that figure was at nearly
50%, so why the change?
Surveys
across the board from independent suppliers to manufacturers themselves are
finding it’s a matter of trust. The
franchised dealers have been urged to raise their game for customers, providing
value for money, clear invoicing and courtesy transport, something independents
have been doing for years. As an
independent garage we have to be trusted, we have to let the customer know what
the invoice is going to be and we can’t ever take the risk on breaking
trust. It seems the manufacturers are
now catching on that they may need to do the same.
The
extension of block exemption laws has enabled
the independents to market their businesses better and aim to attract customers
with newer cars, all the time protecting warranties and improving the customer
experience. A spokesperson from
Castrol recently suggested that
the independent sector is becoming more professional as the
service providers expand and dealers need to catch up or they stand
to lose even more market share as things get tighter financially.
However, I still find it
frightening the lengths some dealers that do servicing will go to
keep customers without having to raise standards. Unbelievably,
we have heard this week of a manufacturer that has
now added to the finance agreements a clause that
states that finance will only be provided if the vehicle is
serviced at a main dealer; a clear breach of
competition law and one the RMI will no doubt be taking on. Surely the sensible option is to raise the
game, create a fairer and more transparent service for all customers and let
the customer choose? We pride ourselves
that we are approachable and open, we don’t hide behind a myriad of
receptionists and at all levels we’re hands on and
honest in our customer relations: should a dealer be different?
