What do you want from an Indie?

[flango]

As the title says what services would you want from an Indie? What in your opinion are the must haves (i.e what would you expect) and what are the nice to haves?

Would you want fixed menu pricing for an A & B service for example?

What would make you swap from a main dealer or your usual garage to an Indie?

All input most welcome would love to get your views.

 

[davidjpowell]

Cost saving. I have a Saab indie round the corner who charges as much as the main agent that he used to be. I go elsewhere (Glossop as you recommended).

Fixed Menu - I'm not sure that it's necessary. I always think that I am paying for every option, where as some might not need some of them. Realistic price information is needed though. When you are given a guide price and a garage bursts through it substantially is annoying.

Courtesy Cars. Depends on where you are. Certainly don't expect a new car from an indie

Being able to have a chat with the technician about the overall condition of the car would be nice I suppose.

But I do suspect that the overriding explanation of most people using Indies is the cost saving...

 

[grober]

1. extensive in depth knowledge of the marque including older models.
2. competitive labour rates
3. uses bona fide Mercedes or OEM parts
4. ability to troubleshoot/interrogate modern MB databus type systems with STAR or similar systems
5.to be able to talk diectly to the mechanic working on your car.

nice to have:- courtesy car, pickup and drop off facility
official repair status accredited by MB to count towards service record/ warranty [this might be the clincher for owners with newer models under warranty]

 

[neilrr]

The flexibility to fix minor problems or even bigger emergencies on a drive up basis is handy.

 

[SG CL500]

1. I expect them to be cheaper than Mercedes (not always the case around here!)
2. They can excell on better customer service (ie calling when jobs completed, being plesant to talk to etc)
3. They must know their stuff, use Mercedes parts (or alternative if wanted by the customer) and be able to undertake all/virtually all a main dealer can do (I want a 1-stop-shop, not several garages I need to mix and match between)
4. They need courtesy cars etc - for those further afield they need a pick-up/drop-off service.

A lot of it does come down to cost - but I generally find that the actual price differential is surprisingly low and when you add in the extra cost of getting there (Mercedes Camb is on my main commute, Mercedes Stevenage is on my way to my alternative office) they end up beign more expensive!

Above all else - I need to be able to feel that I can trust them!

 

[Bobby Dazzler]

To get a new customer, the like-for-like cost must be less than that of a main dealer's discounted price.

To keep the customer, there must be a level of trust that is greater than that of the main dealer.

Both points need to also be sufficient to counter the safety net of having been "done" by a main dealer, as that will still be a factor for those who use a main dealer but aren't actually happy to!!

 

[Will]

I agree with most of the points above.

- good value
- great service
- comparible facilities such as loan cars
- maybe some kind of USP to seperate yourself from the competion of other indis/MB themselves. I can't think of anything off hand - maybe some kind of loyalty scheme, free valeting/winter checks etc? Free annual MOT if you have all the servicing done there/discounted tyres or something?

Will

 

[WLeg]

all of above + decent biscuits, and proper coffee !!

 

[hitenhirani]

I'm a big fan of free MOT with every Full service carried out within the year, as my MOT is not always in line with the varibale ASSYST schedule.

Having the ability to speak directly with the tech who will actually work on my car, as opposed to a Service Manager is good, so I could point out the niggles that need sorting out, otherwise can become a game of chinese whispers....
Having the tech go through the service, what he/she did, and found that may need looking at in the future etc.

Good Luck mate. sounds like youre really going for it, and with the customer in mind. always a nice touch.

 

[flango]

Thanks for all your help guys, very much appreciated and all comments taken on board.

Any other contributions please feel free

 

[ringway]

A lot of good ideas already.

I don't know how much they cost but I think that wing protectors being used on a punters car is a big turn on. It shows you care and if you don't use them, even with the greatest care you'll ding someones car one day. If the damage isn't noticed at collection time things will get messy and you'll lose a punter or end up paying for a repair that may (or may not) be your fault.

Wi-fi area. It's amazing how much time can pass when surfing the net..

A variety of perhaps older MB courtesy cars would be interesting as well - I'd prefer something such as an old 124 to a 1.1 Punto any day.

Small freebies go a long way. "We fixed/adjusted your **** while we were at it" is nice to hear.

Best of luck Ian.

 

[flango]

A lot of good ideas already.

I don't know how much they cost but I think that wing protectors being used on a punters car is a big turn on. It shows you care and if you don't use them, even with the greatest care you'll ding someones car one day. If the damage isn't noticed at collection time things will get messy and you'll lose a punter or end up paying for a repair that may (or may not) be your fault.

The guys that will be working on the cars always use wing protectors, top quality supplied by Snap on, in fact most of the stuff in the new garage is snap on. My brother in law is so particular about this woe betide anyone that does not use them as he does not suffer fools gladly. Same applies to the plastic seat covers and paper floor mats to ensure no dirt is transferred inside the car.

Wi-fi area. It's amazing how much time can pass when surfing the net..

Will be setting up the Wi-Fi area tomorrow actually and for those without laptop we will have a customer internet connected machine they can use

A variety of perhaps older MB courtesy cars would be interesting as well - I'd prefer something such as an old 124 to a 1.1 Punto any day.

Think you are right we'll keep the Punto for our general garage customers who bring in everyday family cars and think we'll look for something for our prestige customers maybe a 124 is not a bad idea

Small freebies go a long way. "We fixed/adjusted your **** while we were at it" is nice to hear.

Will be part of the standard offering as I agree a little goodwill and minor fixes free goes a long way.

Best of luck Ian.

Many thanks for your input and wishing us luck, we might need it not the ideal time for a start up but an opportunity we could not miss.

 

[kth286]

Transparency, transparency, transparency in everything you do.

The only way to build trust.

oh, and do give back the faulty item to the customer to show and explain what and why it's been changed.

 

[flango]

Transparency, transparency, transparency in everything you do.

The only way to build trust.

oh, and do give back the faulty item to the customer to show and explain what and why it's been changed.

I could not agree more transparency is the only way to build trust, all failed, damaged, faulty items will be shown to the customer and explained as to why it failed and why its been changed

 

[Baron_Samedi]

Nice practice!

I would willingly pay a premium to a garage that is open and non-patronising.

One a bit like the ones endorsed by MBClub...

 

[Highway Star]

Transparency, transparency, transparency in everything you do.

The only way to build trust.

oh, and do give back the faulty item to the customer to show and explain what and why it's been changed.

Definitely agree with this. And phoning the customer before undertaking any extra work and explaining exactly why it needs to be done.

Being flexible to the customer (within reason). If they get stuck in traffic/on public transport coming to pick up their car and miss the 6pm 'normal' closing time, don't lock up and b*gger off for the night (happened to me before) or rush them out of the door when they do arrive (they will be as stressed about being late as you are).

 

[flango]

Definitely agree with this. And phoning the customer before undertaking any extra work and explaining exactly why it needs to be done.

Being flexible to the customer (within reason). If they get stuck in traffic/on public transport coming to pick up their car and miss the 6pm 'normal' closing time, don't lock up and b*gger off for the night (happened to me before) or rush them out of the door when they do arrive (they will be as stressed about being late as you are).

Very good points and easy to overlook, thanks

 

[SilverSaloon]

some things that would draw me in... i admit some may not be practical or possible....

- good labour rates
- being able to talk/chat/discuss work needed with the person who is doing the work - not a receptionist who tells you the car needs a new xxx but they dont actually know what an xxx is even though they still try to explain and its obvious they dont know
- give you the option to supply parts/use pattern parts/use OEM parts
- option of pick up/drop off or a courtesy car (doesnt need to be new).... i reckon a MB specialist could get away with clean older mercs as courtesy cars.
- give choice to fix a part (if possible/cost effective) rather than pure replacement
- call back when they say they will (many mechanics never seem to ring back for some reason and u always have to chase them)
- being open until 7pm would be good and strating early (although i can see issues with that), but would allow people to drop off/pick up after work etc. you may not wish to do it with everyone but when i lived down south i was able to drop my keys into the mechanic's house the night before and he would come and pick my car up the next day and drop it back off, leaving his car on my driveway. nice touch and maybe option to offer for more regular customers once you know them..?

i also like what someone suggested above regarding doing tweaks when you are at it FOC. Things that can take 0 cost and really 0 time would really impress the customer. Its nice to have your car in for an oil change and be told you've had your trim clipped back on or something. maybe 5 mins scoot around the car by an employee to notice anything amis but free to fix and do them would cause great customer satisfaction. you may need to ask about this though (maybe on the phone call to confirm work) to ensure they havnt left something "broke" for a reason.

Most of all, good luck!

 

[Mark300SL]

I prepared and thought I had posted a nice long reply yesterday but I assume I didn't actually hit submit!

Anyway - a nice touch is just telling the truth on wear and tear items like brakes. Many many moons ago I had an 18 month old 924 turbo, followed by a couple of 944's . The Porsche stealer insisted they needed pads and discs EVERY single time they went in for service and this practice continued to my brother in laws 911turbo very recently. When I looked I knew without any shadow of a doubt that the brakes would easily last at least until the next service and possibly the one after that!
It seems that a dealer will not take the chance that brakes that are not 90% new will last and IMO you cant treat all customers the same. Treat them as individuals, give them the option without making it sound like they wont have any brakes!

My SL never got Stealer servicing after it cost me £300 for an oil change and airfilter blow out that took less than 30 mins from key handover to returned to its parking spot. They didn't know I was watching and they never saw a penny from me again


Main Stealer rant over - I think even suggesting that the customer brings his own oil (that meets specs) is a good idea. Telling them a realistic oil costs at decent rates means that you will still get a lot of oil sales from people who dont want the aggro of going out to Costco just to save a few quid

Primarily I think you need to show you have the skillset/tools to do the job to the required standard and beyond. After that transparency and flexibility combined with sensible pricing and topped off with superlative levels customer care will work wonders.


In fact - I should open a workshop based on the above!


HTH

Mark

 

[Neiltodd]

1 word virtually says it all - communication.