Back again in 2019, PMM ’s Talk of the Trade feature gets to the heart of the industry. Throughout the year, we’ll be hearing from a number of outspoken garage owners as they discuss the key issues that are affecting the trade. This month, Martin Frankland of West Automotive, and Simon Smith of Mereworth Motors, kick things off with a few concerns that were raised on a popular Facebook group recently.
Martin Frankland – West Automotive, Managing Director
Here are a few of the issues that are on my mind at the moment:
Waiting for late customers
We start at 8.30am and book in from 8am, but customers are often late. This affects utilisation. Who has a way to combat this?
Wrong parts
I suspect this is a problem shared by everyone, but I’d be interested to see if anyone has any suggestions for dealing with this issue?
Car parking
Although we try to avoid engine jobs head gaskets etc., it’s sometimes unavoidable when they arrive on a recovery truck, then take up spaces for weeks while awaiting an engine. Also, customers aren’t always eager to collect. You spend your time pushing dead cars around and upsetting your neighbours. Any suggestions?
Returns
I haven’t yet found a way to control returns accurately without it dominating a vast amount of time. In addition, using multiple suppliers, we seem to end up with ‘returned returns’ that none of the suppliers ‘apparently’ supplied. Spending time searching through paperwork is often more costly than the value of the parts. And then there are the oily hand prints and torn boxes which deem filters unsuitable for resale. How many of these returns actually get credited? Who has time to keep a close eye on it all?
Locking wheel nuts
Should they be banned? Do your customers leave them at home? Do you ask every customer where they’re located during drop-off? Are they often damaged or over- tightened? Do you buy a range of master kits?
Anyway, that’s enough for now, as I’m starting to get stressed.
Simon Smith – Mereworth Motors, Manager
Late customers
I reckon late customers are just a fact of business and can’t be avoided. We offer a local collection and delivery service, as I’m sure you probably do, which puts us in control of when some of the vehicles arrive. I try and encourage customers to drop off the afternoon before where possible. Particularly in the winter months, our utilisation isn’t great for a number of reasons, but it obviously helps to try and keep cars overnight so they are there ready the next morning.
Wrong parts
Don’t get me started! Another thing that is out of our control but that has a huge impact on the business. All that we can do is obtain part numbers off old units, align ourselves with the best factor in the area, and put our faith in them that they won’t get it wrong. Until factors start becoming a bit more customer-led and proud of what they do, this won’t change.
Car parking
We have enough room on-site for 15 cars and that includes workshop bays, and company vehicles. Collection and delivery helps as it puts you in control. Get ‘em in, get ‘em done, get ‘em gone! If they won’t collect, charge them for storage and they will soon change their minds. It is your business and if vehicle storage is something you are unintentionally offering, you may as well charge for it!
Returns
My boss has quite an effective and simple returns method. For invoices to be credited, mark the part number, invoice details, etc. in a duplicate book. One copy on part for factor, the other stays in your book and you tick it when the credit comes through. We also mark ‘credit’ on the invoice so that when accounts sort them they put them to one side and wait for the corresponding credit note.
Locking wheel nuts
As for locking wheel nuts, yes they should be banned!
