What do you want from an Indie?

[corned]

Hi Ian.

I think most of the above posts have covered the salient points admirably. No one expects you to provide work for free, and there are limits to how far you can "go the extra mile" and still stay in business, but the clichéd warm and fuzzy feeling in a customer is a priceless thing to gain. Trust, fairness, reasonable and fair pricing, maybe the odd little extra thrown in, these things are all what contribute to a customer acquiring that feeling. Yet when a challenge arrives on your doorstep (and it will), you can't shy away from telling someone exactly how it is. You won't win them all, but neither should you bottle it if you need to lay the law down.

I would add that starting out in that vein is easy: keeping it up year on year is what you will have to work at, but the reward will be a very loyal customer base, and word of mouth should never be underestimated.

Also basing yourself just a little further down (on the M1) would be a help...

 

[tony2311]

What a service covers and whats extra (spark plug, pollen filter, air filter, fuel filter)

 

[LTD]

Have a selection of user consumables available for the ranges of vehicles you specialise in. Why lose those sales to the MB dealers or other places.......

Top up oil
Washer fluid
Wiperblades

etc.

Good luck !

 

[tony2311]

Any update on when it is fully operational?

 

[Deleted member 11979]

Treat people as you'd like to be treated, but at the end of the day also remember you have to make money to invest in the latest equipment, so don't go too cheap or doing too much for free.

 

[christopherwk]

For me, the most important factor is speed (obviously not so fast that the job is rushed), especially for those who rely on their cars for their work/business.

Getting the car serviced, well for me anyway, is just another time-consuming chore (but it's got to be done!) like buying fuel and getting my hair cut.

But it's the usual little extra's like the coffee and biscuits, papers, valeting which makes the visit to the dealer more pleasant.

Courtesy vehicle of some sort will be great too, I'm not too bothered what car it is, as long as it goes, (the dealer I use also offers a Mercedes-Benz bicycle!) so at least I don't have to hang around, and can get on with other things while the car is being serviced, (i.e. getting my haircut! ).

You might want to look at my other thread - http://www.mbclub.co.uk/forums/general-discussion/77061-using-main-dealer-servicing.html especially post #11

Also a clean and tidy workshop in view of the customers/reception area (if practical) is very reassuring. Furthermore, if you have the capacity and staff, the ability to do "walk-ins" - customers can just come in and get minor work done without appointment. Once had a failed seatbelt buckle (which is a job which must be done if I am to continue working), and a blown number plate light (I'd have done it myself if Halfords stocked the bulb!), and went into the nearest main dealer I could find, and job was done on the spot.