Archive for the ‘garage services’ Category

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Female feedback about Halfords Autocentre garages

Monday, March 1st, 2010

Halfords is to takeover Nationwide Autocentres. They are a chain of British garages not to be confused with the Building Society (which many people did apparently).

Yet there has been very little in the trade press about this business move and, come to think about it, very little from Nationwide Autocentres’ about their business under normal circumstances, other than when they are pitching for industry awards of course…

Shouldn’t the garage and dealership industry want to know more about Halfords’ plans so they can compete with them more effectively? They are a national chain and many individual garages could be affected by their strategy. I posted a question about this very subject on a leading trade forum a week ago and nobody has responded yet.

It would be different if Halfords sold cars of course… aftersales and garage services are rarely top of the motor industry’s agenda despite a £9bn car servicing market.

Can’t help thinking of rabbits in headlights, frogs in hot water and ostriches practising familiar ‘head in sand’ antics…

Independent garages should be interested of course because Halfords seems to be offering several female friendly garage services that they are not. Like opening on Sundays and providing low cost fitting of bulbs and wipers so women drivers don’t get their hands dirty and/or have to pay over the odds for these routine but often tricky jobs. I speak as a convert here, having had an exploding windscreen wiper on a snowy Sunday motoring journey in Yorkshire recently when Halfords came to my rescue…

They should also be interested because Halfords admits to targeting the female purse and employing female mechanics, who are unlikely to be ATA qualified to begin with I’d imagine…

They should then be interested because Nationwide Autocentres do not, as yet, offer local car collection and/or courtesy car services so those independents that do, have a sales advantage that could work well if employed NOW.

And finally they should be interested because Halfords is planning to invest in posh reception facilities which [most??] old Nationwide Autocentre locations do not have now…so once again, female friendly independent garages with smart waiting areas, near shops and with car collection services and courtesy cars could steal a lead here if they got their act together NOW.

But the two main reasons why so many independent garages could lose out is because they are so complacent about their local female motorist business AND because few independent garages are genuinely computer literate and are failing to meet the demand for relevant information before women drivers choose who to give their business to.

Nationwide Autocentres are not unique in offering online bookings for MOTs and car servicing of course but they did take many years to introduce their system so it should be fairly robust. And whilst many female friendly FOXY Choice garages do offer online bookings, a significant percentage of small garages still don’t realise that a website is how women tell if they can trust them. Too many still can’t handle emails professionally, expecting customers to phone them and thinking they’ll have the same customers next year…

I wish them luck of course but they do not have a winning card to play in their hand…

From FOXY Choice’s female friendly point of view and on behalf of all women drivers too, we see most competition as good and healthy providing new garage initiatives raise standards for all and are not just attention grabbing headlines without genuinely sustainable quality substance.

I firmly believe that the garage industry must do more to raise awareness of quality standards so that male and female motorists alike understand how to stay safer on our roads by cherry picking businesses that clearly want to be better than others. They can demonstrate this by signing up to FOXY’s independent female friendly business Promise, by investing in regular technician training, by having the latest diagnostic equipment and by collecting informed and unbiased feedback about good garages, not just lacklustre testimonials that are often written to order…

FOXY Steph

“Find the good. It’s all around you. Find it, showcase it and you’ll start believing in it.”

Jesse Owens, Gold medal Olympian, 1913-1980

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Rip off garages earn motor industry a bad name

Thursday, February 11th, 2010

I have just received a shocking email titled ‘14 million UK motorists feel ripped off by their garage’ from Motor Codes who organise the Motor Industry Service and Repair Code. They have 6200 subscribers of which the lion share (>70%) are franchised dealerships.

I now realise that their research turns out to be based on 1194 motorists which they have extrapolated, for headline reasons perhaps, to suggest that over 14 million motorists ‘feel short changed by their local service and repair garage’.

On reflection whilst this is probably a highly misleading statistic no matter the qualifying asterisks in the Press Release if we assume that this is a sufficiently representative sample to be meaningful in any way, then the following findings are very worrying on their own:

  • Almost half of UK motorists (45%) feel they have been ripped off by garages (allegedly representing some 14,063,614 motorists).
  • UK motorists feel out of pocket to the tune of an estimated £2.4 billion
  • Young drivers are hit hardest with 41% of 16-24 year olds feeling ripped off by local garages to the tune of £51 – £150… which could be explained if they ended up in dealerships without realising they are more expensive than garages of course – whose fault would that be?
  • Some 30% of motorists aged 25-34 and over 55 were dissatisfied with their local garage
  • Over a quarter of all motorists who felt ripped off believed they paid between £51 and £150 more than they needed to… which could be explained if they ended up in dealerships without realising they are more expensive than garages of course – whose fault would that be?
  • 5% of motorists felt they had been ripped off to the tune of more than £300.
  • Those who felt more than £500 out of pocket claimed to be on average £1,408 worse off following their latest service.
  • The East feels the pinch the most where a third of motorists claimed to have been short changed, compared to just 17% of motorists in Northern Ireland.

If anything was to convince me that there is a case for regulating the UK garage industry, this research is surely it and may prove to be the tipping point for the likes of the Office of Fair Trading who will surely see that this is a quality hurdle too great for any Code of Practice to tackle, unless it’s compulsory…

Not serious at all according to Motor Codes however –  instead they think  it’s time to launch an upbeat Golden Garage competition using £16,000 prize money to reward the really good garages out there (and there are many, see the female friendly FOXY Choice website if you are in any doubt…).  Whereas I feel it’s time (and has been for some 50 years) to rid the industry of the really bad garages so that motorists can look forward to paying value for money prices for measurably good garage services in future, having understood the difference between dealership and garage standards and prices so they can choose the solution to suit them, their car and the occasion.

If that means regulation then so be it.

What I’d really like to know is the strategy behind this garage competition and how it will help outlaw the really bad garages who are as likely to cut safety corners to cut their costs as they are to rip off motorists.

Surely an industry scheme MUST DO MORE to ostracize those garages and dealerships that could be putting lives at risk and are certainly harming the image of this industry…

Yet by concentrating on good garages, Motor Codes seems intent on ignoring the cowboys.

FOXY Steph

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What is a fair price for garage services?

Thursday, February 11th, 2010

With average garage labour rates varying between £90 an hour for a dealership and £56 for an independent garage in the UK it’s hard to know if you are paying more than you need to when there are so many other factors to consider.

Of course we all judge value for money based on our needs, expectations and satisfaction levels which is why FOXY Choice publishes a Good Garage Guide to help women with their MOT and car servicing shopping – this website identifies measurable quality standards as well as good female friendly car dealerships and independent garages.

From my experience I know that many female motorists choose where to have their car serviced on the basis of convenience factors like the location of the garage and whether it offers a car collection service. Increasingly women drivers are sharing female feedback online within FOXY Lady Drivers Club so I know that the following motoring myths continue for many, despite trade efforts to put the record straight…

Some women will happily pay more to have their car serviced by a dealership thinking they need to, to maintain a warranty or that a dealership stamp in the car’s handbook will guarantee a higher resale value.

Other women are more cost conscious and tend to shop around for the lowest price for MOTs, tyres and car servicing deals, thinking that all garages are much the same as each other.

The truth is that whilst dealership rates are undoubtedly dropping and represent much better value for money nowadays, many motorists can have their nearly new car serviced at a good independent garage for less money and within the terms of their warranty.  But it isn’t true to say that a dealership stamp will guarantee a better price when it’s time to sell – what matters most is that the car has been serviced regularly and to the manufacturer’s standards.

More worrying from a female point of view is that if you shop around for the lowest price going or choose a garage you don’t know anything about you could be risking your personal safety and that of your family and other motorists. This is an industry where garages aren’t licensed, where mechanics don’t have to be qualified and where complaint levels are high.

And very often we hear stories about the lowest price escalating because the garage doesn’t have the latest equipment to diagnose the fault correctly; you then end up paying more for the mechanic’s labour to see if he can find the fault instead.

To illustrate the differences in perceived ‘value for money’ a good example is the price that a BMW driver would pay in a dealership versus a good independent garage, for a simple job like an oil change or a typical car safety check.

In its recent advertising campaign the manufacturer states ‘Think we’re expensive? Think again.’ listing the following BMW Value Service prices for participating franchised dealerships to change the engine oil, front brake pads and carry out safety checks for BMW 3 series (E46) 4 cylinder models.

£115 Oil Service (includes microfilter)

£99 Front brake pads (includes sensor replacement)

£189 Inspection 1 (includes oil service and safety checks)

Clearly these prices have been reduced so they represent better value for money than they did but £115 still sounds a lot to pay for a simple oil change, no matter the use of the word ’service’. And if BMW’s Inspection 1 costs £189 for an oil change and safety checks then their safety checks must cost £74…

But are these prices fair enough for an up-market dealership experience, with all that entails for the executive BMW driver?  That’s up to you, your car and your budget, dear reader ;-) .

The alternative solution to a franchised dealership is a measurably good independent garage who uses genuine BMW parts, BMW specified lubricants, accredited technicians and who carries out work in accordance with BMW’s specifications.

Starting with a female friendly Bosch Car Service garage in Scotland who operates to a fully approved OFT Code of Practice, Falkland Performance Centre in Glenrothes would charge the following prices:

£80.15 Oil Service saving £34.85

£147.70 Inspection 1 saving £41.30

But when it comes to the front brake pads, Falkland’s business owner Allan Adam calculates £111.35 which is £12.35 more than a BMW dealership because they always strip and clean the brake calipers prior to fitting brake pads which BMW does not specify.

Another leading and similarly female friendly independent garage, Woodley Autos near Reading in Berkshire (where labour rates are higher than in Scotland) who is ISO 9001 approved would also save local BMW motorists money for the equivalent oil change and safety checks as follows…

£86.26 Oil Service saving £28.74

£93.08 Front Brake Pads saving £5.92

£139.43 Inspection 1 saving £49.57

So in a nutshell it is possible to save money by shopping around and if these savings can be made for low cost garage services then there is much more to be saved by shopping around for the likes of full and major car services, comparing car collection and courtesy cars, other services & amenities and whether the business is near shops, a leisure centre or other entertainment to occupy the driver who chooses to wait.

But the most important factor on all occasions is surely to identify the best value for money, seen through the eye of the beholder, taking into account minimum quality standards, the latest diagnostic equipment, service levels and amenities to suit. This matters because, at best, motorists might be overcharged, patronised or sold services they do not need. At worst, the job might not have been done properly and they could be risking their personal safety and that of other motorists.

To find out more about this big subject, female and male motorists alike, please read FOXY Choice’s Good Garage Guide and search for measurably good and female friendly UK garages and dealerships.

FOXY Steph

PS: A cheap garage isn’t worth the risk if they cut corners to save them money…

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MOTs, banks and female business entrepreneurs…

Thursday, January 28th, 2010

Our family bus, the wonderful long suffering Citroen Picasso, needed its MOT doing this week. The nearest FOXY Choice subscriber was female friendly SB Motors garage in Hove run by foxy lady Caroline Baxter so off I trotted for a chat whilst the job was being done.

Caroline told me that despite trading better during the recession than in 2008 (in which she is bucking the industry trend) the Bank says she is in a high risk area (garages presumably are discretional income?) so she can’t expect to borrow from them and must fund business growth herself. Whilst I am waiting for my car in the nice and warm reception area there is a steady flow of MOT, car servicing and repair business coming and going which certainly looks healthy to me.

My car then fails its MOT (I seem to recall a recent ‘grounding’ ;-) that may have caused this which my husband is unaware of until he reads this…) and needs a central exhaust part <not discretional income in any way Mr Bank Manager> so off I trotted again yesterday to get the job finished.

Whilst I was there I finalised a special offer for local members of FOXY Lady Drivers Club and talked Caroline into being FOXY’s first Female Business Ambassador; a new network to recognise female friendly garages who employ and/or are run by women, giving them the opportunity to describe a typical day for the benefit of other females who might want to know what is involved.

In my experience this means they are more likely to understand and appreciate what women want and many women see this as a sign of reassurance BUT it is by no means compulsory to employ women to be a female friendly business so this is not sexist thing and in fact most of the men I have spoken to quite like the idea too ;-) .

More about this later as the Female Business Ambassador network is under wraps and not quite ready to launch yet… hopefully by early February.

FOXY Steph

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Female friendly garage feedback – Watford

Thursday, January 21st, 2010

Bushey Hall Garage is the female friendly FOXY Choice garage subscriber in Watford that we have received foxy feedback from women drivers about.

Before we approve any garage and promote it to foxy lady drivers we first check it out and then identify it as a good garage by virtue of its quality credentials, value for money and investment in facilities.

For quality starters Bushey Hall Garage is a member of the Bosch Car Service network which means it is one of the few to have achieved full OFT approval for the Code of Practice, Service and Repair – this is one of the highest quality standards in the UK garage industry and means the garage is visited regularly. Bushey Hall has always achieved some of the top marks within the Bosch network too.

Then you can expect to save c30% on car servicing, repairs and MOTs compared to car dealership prices.

And perhaps just as important for a women driver, if you play golf or like shopping you are within walking distance of Bushey Hall Golf Club and Watford’s Harlequin Shopping centre. This means you can book your car into Bushey Hall Garage and either play golf or shop until it’s repaired or serviced.

Sounds a foxy arrangement to me. And if you are a member of FOXY Lady Drivers Club this female friendly garage has signed up to provide women drivers and their family with free quarterly car fitness checks and 10% off servicing MOTs and tyres  – all part of the life assistance support services FOXY offers its members alongside motoring and legal advice, offers and accident assist.

FOXY Steph

PS: I run FOXY Lady Drivers Club – a life assistance motoring association for women and FOXY Choice – a unique female friendly marketing service for garages and dealerships that sign the female friendly FOXY Promise to ‘never overcharge, patronise or sell women services they don’t need or want.’ By all means contact me via either website.

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Happy couples need good garage help

Monday, January 11th, 2010

If you want to have a happy marriage women drivers need to find more time for their domestic chores or get more help.

In a recent survey carried out by car insurer esure, 29 per cent of couples admitted to using their work as an excuse for not doing their domestic chores with one in four (24 per cent) blaming their children and one in ten (11 per cent) even held their pets accountable.

This often led to domestic disputes of which these were the Top Ten

1. Leaving clothes lying around the house (35 per cent)

2. Putting off home improvements (28 per cent)

3. Doing the washing up (24 per cent)

= 4. Not fixing broken household items (17 per cent)

= 4. Not taking the rubbish out (17 per cent)

6. Not making the bed (12 per cent)

7. Leaving the toilet seat up (10 per cent)

= 8. Hiding or not owning up to damage (9 per cent)

= 8. Not emptying the dishwasher (9 per cent)

10. Doing shoddy DIY (6 per cent)

Just for the record, women cited DIY as the biggest cause of domestic disputes with home improvements, fixing broken household items and shoddy DIY totalling 59 per cent of the overall vote.

With no mention of the car here, one hesitates to ask the question whether it is the woman driver who is expected to look after the maintenance, MOTs, car servicing and repairs for the family cars  in case this adds to the alleged 4.4 hours typical couples spend arguing about all this each week.

Instead of running the risk that your car might be unsafe, unreliable and running more expensively than it needs to, why not check out female friendly good garage website, FOXY Choice, to choose one of the measurably best local garages and industry professionals to maintain, MOT, service and repair your car near you?

Or if you join FOXY Lady Drivers Club you can claim free quarterly Car Fitness Checks from FOXY approved garages who have signed the female friendly FOXY Promise. And in most cases you’ll also qualify for a members only discount for MOT, car servicing or repairs which you can then share with your partner and other motoring members of your family.

Here’s to foxy motoring services for men and women drivers in 2010.

FOXY Steph

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Shopping for good garage services in 2010

Friday, January 8th, 2010

There are several factors that influence the choice of a good garage. These are the quality of the garage workmanship (first and foremost because of the safety implications) then comes value for money (a good independent garage is likely to be much cheaper but a good franchised dealership might offer more services and facilities to suit) and of course the location of a garage.

Many female (and male) motorists think that choosing a garage is much like popping into the supermarket – you go to the nearest one and chances are you’ll get much the same service whether it’s a MOT, servicing or repair you need. Few realise that the UK garage industry is is an unregulated industry where garages do not have to be licensed to start trading, where any garage can pay to be listed in a good garage guide regardless and where the majority of mechanics are not qualified but are still allowed to repair our cars. Mystery shopping surveys always reveal that industry standards are not high enough… whether it’s a garage, fastfit or dealership.

To find out more about this subject (not the sexiest read going, I admit…) you can read FOXY’s Good Garage Guide.

To find a good and female friendly garage near you, you can check out the FOXY Choice website, entering your postcode to see what your local choice is. In addition to highlighting quality logos such as ATA, BSI, any Trading Standard’s Motor Trade Partnerships and the OFT’s fully approved Service and Repair Code of Practice (these are the best in our industry today…) individual garage entries will often tell you when they are near to shops and/or leisure facilities and which ones will collect your car and/or offer you a courtesy car service at servicing or repair times.

Very soon we’ll be adding online testimonials from females and highlighting those garages and dealerships that employ females. To a certain degree this might sound like mollycoddling women drivers to the detriment of some fantastically female friendly garages that are staffed by all male teams but the reality is that many women drivers worry about being patronised or even intimidated in a male dominated environment and the presence of a female to talk to, where necessary, can be very reassuring. I’d add that all FOXY Choice subscribers have signed the female friendly FOXY Promise to ‘never overcharge, patronise or sell women services they don’t need or want’ which is a strong indication that a business is female friendly and heading in the right direction’.

Such is the poor image of the UK motor industry in the mind of many female customers that it needs a complete female friendly marketing makeover to win their hearts and minds in future…

And come that day ;-) , there are many leading UK garages, fastfits and dealerships that can demonstrate much higher standards for women drivers in terms of workmanship, value, cleanliness and customer service that will stand out in the crowd…

FOXY Steph

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Get fit in Fife whilst your car is getting serviced…

Thursday, January 7th, 2010

Yet another novel idea to make women drivers feel welcome – this time in Fife in Scotland.

If you are a female motorist near Eastfield Industrial Estate in Glenrothes you can have your car serviced whilst you work out at the nearby Millennium Fitness Centre (or the other way round, depending on how you see this…).

Not only is the Leisure Centre free but they have a creche too and you can use their beauty studio if you aren’t feeling all that energetic on the day!

Even better if you are a member of FOXY Lady Drivers Club and qualify for free car fitness checks and moneysaving garage discounts throughout the year.

All courtesy of female friendly garage, Falkland Performance Centre, in Glenrothes who are a Bosch Car Service member which means that they can display the OFT code of practice logo which is only reserved for the best.

To be listed by FOXY Choice in the first place, Falkland Performance Centre garage needed to sign the female friendly FOXY Promise to never overcharge, patronise or sell women services they do not need or want. Over and above the leisure centre offer they provide a local car collection service, courtesy car (subject to availability) and employ female staff.

Scottish FOXY Ladies like them.

FOXY Steph

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How to spot a good and female friendly business

Wednesday, January 6th, 2010

Google lists some 23 million searches for female friendly businesses so it makes good sense to be well listed for ‘female friendly’ and your type of business, in this instance ‘garage’,  ‘fastfit’ or ‘car dealership’ and your postal town. Female friendly marketing is big business in the US and Australia and now it seems to be coming here which suggests that UK women are looking for more in terms of service levels than they are getting from some businesses and in certain industries with an unfriendly reputation…

In these circumstances, businesses that get it genuinely right for women and can promote themselves (online and offline) as female friendly are highly likely to win new business by being different and ahead of others.  And, let’s face it -  if she is impressed she is likely to tell her friends, family and work colleagues because that’s what women do; we talk and compare shopping feedback particularly when we’re talking about expensive products or services we mightn’t know plenty about (or be all that interested either…).

How will she tell if a business is female friendly enough?  To be genuinely female friendly in my book any garage, fastfit or car dealership has to be able to prove that they are a good business for starters and ideally one of the best in their area. That means meeting high standards in terms of measurable quality workmanship, value for money, cleanliness (especially the loos) and customer welcome.

It’s all too easy to say ‘we are female friendly’ or ‘we are a good garage’ on a website or in a sales leaflet.  What’s to stop bad and unfriendly garages, fastfits and dealerships from saying this about them to tempt her in? And some do, believe me ;-) without understanding what women want and making that fairly obvious over the phone to a casual mystery shopper (often me…).

Well I thought long and hard about all this before I set up FOXY Lady Drivers Club and again before FOXY Choice because whoever sets out any such standards must be totally independent, able to monitor them and not be overly influenced by a commercial owner, sponsor or agenda that has a vested interest in spinning the marketing message in that direction.

For example, you could say that the Good Garage Scheme (which is owned by US company Forte Oils) has a vested interest in signing up any garage that wants to be promoted as a good garage simply if they agree to sell their oil products and fill in gaps in their UK network.

And you could say that the newish Motor Industry Code, Service and Repair, sponsored as it is by the Society of Motor Manufacturers and Traders who represent the car manufacturers and their franchised dealers, has a vested interest in promoting franchised dealership subscribers over independent garages (which they do in the ratio of some 80:20 incidentally).  Fair enough perhaps but the female motorist running a car on a budget who is influenced by their advertising is likely to end up in a dealership paying some 30% more than she would do in a quality independent.  And they don’t explain this choice to her beforehand. And the Code standards are so very elementary that you have to wonder why the dealerships were required to sign up to this by the likes of Ford. Surely they were exceeding these basic standards before…)

So, catching up here, the way to identify a good and female friendly garage must be by giving the customer (in this instance the female because FOXY represents female motorists) all the advice and information they need to make the right buying choice for them, their car, their budget and the occasion.

I find that many women drivers are interested in comparing the likes of services and amenities alongside the all important quality and price. And because so many women are using the internet to shop, the business website is vital alongside any garage feedback and social networking site content.

But the problem with garage feedback and many testimonials, including social network postings, is that they can so easily be written by those with a vested interest, and to order.  Otherwise many of them are sufficiently bland that you know the customer has had to write something (mental picture of the motorist with his or her arm twisted behind the back.  And which would you trust most, someone who tells you they are a female friendly garage without any evidence of what this means on their website, someone who  says their local garage is ‘nice’ and ‘friendly’ or a website that shows which local businesses operate to demanding quality standards like ATA, BSI or fully approved OFT Code.

We follow up the good garage feedback we get and very often the surnames are the same as the business owners! It isn’t rocket science to spot this! They must think we are daft too!

What we do instead is to provide a Good Garage Guide for women to explain that and get all FOXY Choice subscribers to sign the female friendly FOXY Promise© to ‘never overcharge, patronise or sell women services they don’t need or want’.  We then spell out all the quality indicators such as ATA, BSI and full OFT approval, mentioning the Motor Industry Codes and the Good Garage Scheme so that shoppers can see the entire picture.

Those who want to can also list their customer services like free local car collection and courtesy cars as well.

Then we promote these subscribers to Club members and share any female feedback within the Club.

Finally if any member needs our female ‘welly’ to get things sorted out we will help and ultimately we are prepared to eject any ‘couldn’t care less’ or worse behaviour from our network of female friendly garages and dealerships across the UK.

FOXY Steph

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Winter car repairs with women in mind

Saturday, January 2nd, 2010

It’s an ill wind that has been blowing car repairers good business this winter.  Snow and black ice last December has meant 40% more insurance claims from women drivers as well as men. But some motorists display a distinct lack of Christmas goodwill according to AA Insurance…

As if it isn’t bad enough for women drivers to have to abandon their car in snow or icy conditions, many motorists then find that their vehicles have been damaged by other cars sliding into them or that they have been broken in to by thieves.

“There’s no worse Christmas gift than finding someone has left a dent or scrape on your car and not left a note to admit it,” says Simon Douglas, director of AA Insurance who then asks motorists to please leave a note with their contact details on the windscreen of the ‘innocent’ car.

But few will I suspect if the stories of folk who leave their cars running, unattended, whilst they warm up are anything to go by. Leaving the house to drive off, many find their car (usually a posh one) has been stolen off their front drive. Who are these dreadful people? I hope the penalties are tough when they are found out…

But this is a salutary message re women’s car insurance to the rest of us because insurers almost always reject these claims because theft of an unattended vehicle left open and with the keys in it is specifically excluded from policies.

As an aside, I’d remind any female motorist to consult her insurance policy in all cases before relying on insurers to carry out repairs for their car. In most cases you do not have to use the insurer’s repairers; you could use a female friendly variety and cherry pick one from FOXY Choice with the best qualifications and recommendations. This could be done more cheaply and quickly too – time is the factor that seems to cause many women drivers stress especially when any courtesy car facility is withdrawn before the car’s repair is complete. Outside the motorists reasonable control as well.

Happy New Year.

FOXY Steph

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