Category Archives: garage experience
At Trust My Garage, we believe that regular vehicle maintenance is vital when it comes to ensuring you and your motor get a smooth ride – but what other benefits are there to keeping your vehicle in tip-top shape? We’ve put together some handy information; check it out below!
Get regular full services
Getting your car serviced each year – and maintaining it between services – is money well spent. Problems are likely to be caught early on when they’re cheaper to fix, and your car will have a better resale value and longer life.
A well-maintained car is also more efficient, so you’ll save money on fuel as well. If you need to claim on a warranty you’ll normally have to show your car’s got a complete service record. (More)
Maintain the correct tyre pressure
Experts say up to 20% of your car’s energy consumption relates to its tyres, making them pretty much the single biggest simple-fix factor. And the most important thing you can do to minimise that consumption is ensure your tyres are inflated correctly.
You can check your tyre pressure by investing in a tyre-pressure gauge or foot pump (most have gauges built in). Alternatively, visit a petrol station forecourt where you can use their electric air pumps.
Your car will have a tyre-pressure chart displayed somewhere – usually in the door frame, inside the fuel-filler cap or in the handbook. Unscrew the dust cap off your tyre’s air valve, place the air pump nozzle over the valve, ensuring it is seated correctly. Once the tyre is inflated correctly, remove the nozzle and replace the dust cap. (More)
Utilise your local independent garage
With higher overheads and staff commission, dealerships are nearly always a more expensive choice for servicing and repairs than independent garages. The average rate for franchised dealers is £99 per hour, while independent garages typically charge £56 – saving you £43! (Source: GarageWire; May 2017.)
If you want find a reputable, local, independent garage operating to a Chartered Trading Standards Institute (CTSI)-approved Code of Conduct, you can use the Trust My Garage website’s Find a Garage map here.
Our members offer a range of services across the service and repair industry, ensuring you and your vehicle get the best possible service. For more information about Trust My Garage, you can also read our ‘What Trust My Garage code status means to you’ blog post, or visit the Trust My Garage website.
The MOT test is set to change on 20 May 2018, with new defect types, stricter rules for diesel car emissions, and some vehicles over 40 years old becoming exempt.
Trust My Garage has previously covered what areas of your vehicle are looked at during an MOT, but the upcoming changes will affect cars, vans, motorcycles and other light passenger vehicles – so what do you need to know?
The .Gov website specifies that there are 5 main changes that motorists need to know about. Here’s the breakdown of each change:
- Defects will be categorised differently
Defects found during the MOT will be categorised as either:
The category the MOT tester gives each item will depend on the type of problem and how serious it is.
MOT testers will still give advice about items you need to monitor. These are known as ‘advisories’.
- Stricter rules for diesel car emissions
There will be stricter limits for emissions from diesel cars with a diesel particulate filter (DPF).
A DPF captures and stores exhaust soot to reduce emissions from diesel cars. Your vehicle will get a major fault if the MOT tester:
- can see smoke of any colour coming from the exhaust
- finds evidence that the DPF has been tampered with
- Some new things will be included in the MOT
They include checking:
- if tyres are obviously underinflated
- if the brake fluid has been contaminated
- for fluid leaks posing an environmental risk
- brake pad warning lights and if brake pads or discs are missing
- reversing lights on vehicles first used from 1 September 2009
- headlight washers on vehicles first used from 1 September 2009 (if they have them)
- daytime running lights on vehicles first used from 1 March 2018 (most of these vehicles will have their first MOT in 2021 when they’re 3 years old)
There will be other smaller changes to how some items are checked. Your MOT centre will be able to tell you about these.
- The MOT certificate will change
The design of the MOT certificate will change. It will list any defects under the new categories, so they’re clear and easy to understand. The service to check the MOT history of a vehicle will be updated to reflect the changes.
- Some vehicles over 40 years old won’t need an MOT
Cars, vans, motorcycles and other light passenger vehicles won’t need to have an MOT if they’re over 40 years old and have not been substantially changed.
At the moment, only vehicles first built before 1960 are exempt from needing an MOT. When the rules change on 20 May 2018, vehicles won’t need an MOT from the 40th anniversary of when they were registered. You can check the date the vehicle was registered online.
You won’t have to apply to stop getting an MOT for your vehicle. However, each time you tax your historic vehicle (even if you don’t pay a fee), you’ll have to declare it meets the rules for not needing an MOT.
The maximum fees MOT centres can charge won’t change, and you can get a free MOT reminder by text message or email a month before your MOT is due via the .Gov website.
All MOT station have been issued with a special notice and will be aware of the upcoming changes to the MOT test. Most Trust My Garage members conduct MOTs, and will adhere to the new regulations when they come into force on Sunday 20th May. If you have further questions you can visit the .Gov website, call the DVSA MOT Hub on 0300 123 9000 or visit your local Trust My Garage member for face-to-face updates.
If you’re looking to give your motor some TLC, you can take your vehicle to your nearest Trust My Garage member business. Whether it’s for an MOT, check-up, service or repair, the Chartered Trading Standards Institute (CTSI) approved code of conduct that our members use mean that you and you motor both get the best possible service. For more information you can visit www.TrustMyGarage.co.uk – and be sure to check out the Trust My Garage Facebook and Twitter pages too!
In recent years there has been more evidence of consumers bringing parts they’ve purchased themselves to a garage, and asking the garage to fit them. This shake-up of garage traditions may seem like a good idea, but is it actually helpful for motorists?
What are consumer-bought parts?
A consumer-bought part is any part purchased directly from a supplier by a consumer instead of by a garage. In the case of most repairs, if a replacement part is needed for a vehicle the garage will order and fit it as part of their service. However, it is now much easier for a customer to make a diagnosis of the issue with their vehicle, purchase a part, and then take it to a garage and ask them to fit it for only the cost of labour time.
Why have consumer-bought parts become popular recently?
Over the past few years the massive rise in online shopping has meant that more and more ‘direct supply’ companies have been set up for vehicle parts. These kinds of companies mean that a consumer can buy a part directly for their vehicle, instead of going through a garage and potentially paying a small charge for acquiring the part. This method essentially ‘cuts out the middle man’.
Is it a good idea?
Buying parts yourself might seem like a good idea on paper. However, if there is an issue with the part in the future what consumer rights do you have? Unlike parts bought and fitted directly by a garage, there may be warranty issues about the part installation, leaving you with a once again broken vehicle and no way to claim your money back. It also could be the case that the part is of inferior quality if not purchased from a proper supplier, which could in turn do even more damage to your car. In the worst cases, it may even be a counterfeit part. Garages will use suppliers they trust to provide them with quality parts in order to ensure the best possible work for their customers – that is, after all, how they get business!
Do garages mind fitting consumer-bought parts?
It may be that if you take a part to a garage and ask them to fit it, they say no. While this might seem as if they’re turning away business for no reason it can often be down to the issues stated above. If a garage fits a part you’ve purchased at your request, and then the part breaks, where does the blame lie? The legal position is very clear, the garage is responsible for the work they do but any issues with the part will be your problem. However modern cars are complex and disputes regularly arise. Many consumers fault the garage’s fitting, but it could be the case of the part just not being up to the job. Remember, the main priority for a technician is to ensure your vehicle is safe and fit to drive – so if the part seems questionable, it’s acceptable for them to decline to fit the part.
Overall, we at Trust My Garage think that while consumer-bought parts may seem like a good idea it’s always best to let a garage do its job and make sure your vehicle is safe and working correctly. After all, would you take a steak into a restaurant and expect them to cook it for you? If you need to get your car repaired, MOT’ed, serviced or even just checked over, you can you use our handy Find a Garage map to locate a reputable, Chartered Trading Standards (CTSI) approved independent garage near you – and remember, happy motoring!
Vehicle technology is evolving at a rapid pace. Modern cars are more sophisticated, intelligent and responsive than ever. As a result, vehicle technicians who are a part of Trust My Garage have to continue to complete training courses and invest in the latest equipment in order to successfully service and maintain your car to the highest standards. But where does that leave you as the owner?
Decades ago if your car had a problem and money was tight you’d probably invest in a cheap manual and socket set, and patch over the cracks yourself. But with vehicles becoming more and more complicated, largely through having a lot more on-board technology, this isn’t an easy thing to do. Indeed, the AA recently stated that half of the 3.4 million call-outs it attends every year are caused by poor maintenance. Of course, there are still some basic maintenance tasks you can carry out yourself, such as checking fluid levels, tyres, mirrors, etc, but many of the maintenance tasks we performed ourselves a few decades ago have been consigned to the toolboxes of history. To illustrate how the modern vehicle is evolving, we look at a few of the maintenance tasks that have become a thing of the past.
Hands up if you remember standing outside, wearing more layers than the Michelin man on a cold, frosty winter night, and pouring antifreeze into the car to ensure that the water in your engine was not frozen the next morning? These days are long gone now, because most cars manufactured post-1998 use organic acid technology – or OAT – which acts as an extended life coolant. OAT consists of different chemicals than traditional engine coolants, meaning that antifreeze only has to be replaced every six years or 600,000 miles, negating the need to check levels every single winter night.
Remember having to top up the water levels in your car battery? Vehicle batteries were not as sophisticated years ago as they are today, and had to have their water levels checked regularly to reduce the risk of them overheating. Drivers used to have remove the vent cap and look down into individual cells to check water levels, topping them up with distilled water when necessary. For modern cars this is no longer necessary. Batteries are now sealed units and in most cases are maintenance free, meaning that any battery issues are best left to highly trained professionals, such as the vehicle technicians who are a part of Trust My Garage.
If you own a vintage car, or an electric lawnmower, there’s a chance you’ll be purchasing non-alcohol fuel stabiliser, to protect replace the lead that’s no longer in the fuel and protect it from the ethanol that’s now in modern fuels. However, if you own a modern car (and live nowhere near grass), you probably haven’t even heard of the stuff. That’s because vehicle engines are a lot more robust, durable and rust-free today than they used to be, brought about largely by the availability of new materials that can be used to manufacture engines. Engines today live a lot longer than they used to, and engine maintenance is always best left to a qualified expert.
Keep on motoring
Ever wondered why, when driving down a country road on a hot summer day, there’s always someone taking their vintage car out for a drive? Not only does it look good, but it’s also an essential part of maintenance. Many years ago cars had to be driven regularly in order to keep them in tip-top condition. Of course, it still helps to use your car regularly now; keeping it dormant still runs down the battery a very low level as there are so many systems in the car that are “live” and protecting the car when switched off – even though they draw very small amounts of electrical current. But modern cars are more robust than their predecessors and do not require quite as much driving to stay in shape.
Confused by your motor?
Put down that spanner, and get your car maintained in a professional manner. The best way to keep your car in tip top condition is by having it regularly serviced and maintained with your local Trust My Garage member. Our members can service all types of vehicle to the highest standard and can even advise you on some of the checks that you can still carry out yourself today.
And just like the motor vehicle, Trust My Garage has come a long way over the last few years. Today, we are the only truly independent code exclusively for independent garages. Want to find your nearest member? Enter your details in our postcode finder.
Winter is upon us once again. And while we may not be certain of a flurry of snow every year, you can be certain that the Great British weather will throw a combination of wintery gifts our way, bringing difficulties for all of us, especially car drivers. It’s the time of year when you don’t just need to start making changes to the way you drive, but also to the way you look after your vehicle. Breakdowns are far more likely at this time of year due to poor weather conditions. So what can you do yourself to ensure this doesn’t happen and you have a hassle free winter?
Let there be light
Now that the nights have drawn in and it’s dark from mid-afternoon, visibility is a key consideration when driving. Not only are lights essential for you to be able see when driving, but also to ensure other drivers can see you. Regularly check that all the lights on your vehicle are in working order, this includes brake and reversing lights. Ensure that they are clean, especially after wet weather when the roads are muddy, and that the lights are aimed in the right direction and if you find any bulbs that are discoloured, they should be immediately replaced.
Stop right there
Brakes are an essential part of any car and therefore should be serviced regularly. This is especially important during winter months, but how can you tell your brakes are in tip top condition?
It’s a case of making sure you check them regularly. The winter months can be very wet and sometimes puddles can be difficult to avoid. When driving through a puddle, make sure you test your brakes afterwards by driving at a slow speed and gently applying pressure.
Listen out for warning signs, brakes will let you know when there is a problem whether this is through grinding or squeaking. Sometimes your car will act like it has a mind of its own and pull you to one side while driving, which could indicate a fault with the braking system. Look out for the signs and don’t ignore them. Vibrations and temperamental pedals are also a sign you need to take give your car some attention. Remember, that you can always take your car to a Trust My Garage member to get the brakes checked. It’s better to be safe than sorry.
A well-oiled machine?
A basic consideration for any car owner when carrying out maintenance checks is to understand the importance of keeping your vehicle well lubricated to ensure it remains in optimum condition and working order. Falling temperatures mean that car fluids will thicken, making it difficult for your vehicle to get the right fluids it needs to run properly.
Make sure you regularly check your oil levels, coolant and brake fluid. If you’re not sure how, visit your local TMG member. You can find them using the search function on our website or by using the Trust My Garage app.
The importance of robust car tyres cannot be understated, as they are the only part of your vehicle that grips the road; they play a vital part in keeping you and your vehicle safe. Wintery conditions and low tread depth can be a disastrous combination, reducing both your speed and grip. Without sufficient tread depth in wet conditions you may experience a particularly dangerous occurrence called aquaplaning. This is where tyres lose contact with the road surface and travel on top of the water’s surface. With no contact with the road, comes the inability to accelerate, brake or steer properly, and you are likely to lose control of your vehicle, thus significant increasing your risk of accident.
When checking tyre tread it is best to use a tread depth gauge rather than relying on intuition. With this implement to hand, measuring tread depth is not difficult and will take up only minutes of your time. For passenger cars, the European legal minimum tread depth is 1.6 mm, across 75% of the tyre, although the deeper the depth the better grip you will have – we recommend that you consider changing your tyres when the tread depth reaches 3mm. Check the depth of the main tread grooves in several places across and around the tyre, using the gauge. In addition, tyres have tread wear indicators in the base of the main grooves. When the tread surface is worn to the same level as these indicators, the tyre is at the legal limit and should be replaced. As a temporary alternative there is also a quick test with a 20p coin if you do not have a gauge to hand. Place the coin in the groove of the tyre and if you can see the inner edge of the border of the coin, it means your tread depth is less than 3mm and you should consider replacing that tyre.
Don’t let the pressure get to you
In addition to tread, checking tyre pressure regularly is vital, even more so during cold weather. Whether using your own pump, or a supermarket garage air pump, here’s how you can do it:-
Check what the tyre pressures should be before you start the pump, you will find this information in your user manual and often on a sticker on the hidden side of the driver or passenger door. Remember that your front and rear tyres may need different pressures. Go round the vehicle with the pump, checking the pressure on each wheel and inflating/deflating as required.
Regularly inspect the condition of the tyres and make sure there are no cracks or bulges, make sure there are no obvious cuts or tears which could lead to a blow-out or puncture and of course don’t forget that spare!
And if you ever find yourself in the event of having to change a tyre on the road, make sure you watch our video:
If you are unsure about your tyres, a visit to your local Trust My Garage member will give you peace of mind and keep you safe on the roads.
Such checks shouldn’t replace regular visits to your local Trust My Garage member for some expert advice; but being aware and prepared for all eventualities will give you peace of mind and a stress free winter.
Perhaps the most telling sign of our recovering economy is that 2013 saw the highest number of new car registrations since 2007, before the world was plunged into the doom and gloom of the global recession.
Figures released by the Society of Motor Manufacturers show that 2,264,737 new cars were registered in 2013, and December marked 22 months of consecutive growth, a statistic that’s unparalleled across Europe and makes the UK the second strongest automotive manufacturer, behind perennial manufacturing powerhouse Germany.
Motorists lucky enough to own a new car will want to make the most of the technology at their disposal, and that means receiving the best maintenance at the best price.
Independents vs franchised dealers
It’s a common misconception that having your new car serviced at an independent garage will void your warranty, and that you must go to a franchised dealer. This is absolutely not the case, and in fact under European Law, the Block Exemption Regulations give you the right to have your vehicle serviced, maintained and repaired at an independent garage of your choice, without invalidating your warranty. This is as long as the independent garage services the vehicle according to the manufacturer’s schedule using parts which are of “equivalent quality”, which all Trust My Garage members comply with.
So, what are the benefits of having your new car looked after by an independent garage? Well, the most obvious one is the cost saving you’ll enjoy. New cars don’t come cheap and it’s likely you’ll have invested a serious amount of money into yours, so why needlessly waste money going to a main dealer? The Independent Garage Association recently polled 2,000 of its members and the statistics are quite startling. The poll showed that the average labour cost is just over £40 for independent garages, whereas the same rate for main dealers is currently much higher.
It’s only natural to assume that the cost saving will mean a sacrifice in quality, right? Wrong! Members of Trust My Garage have access to the same level of technical information and parts as main dealers, and train their staff to the same levels too. There is no compromise on the quality of work you’ll receive at an independent garage, meaning you’ll receive both great service and fantastic value.
It’s also worth pointing out that you’ll have a far more positive experience at an independent garage, which are often family fun businesses, because they rely on your continued custom, and will go that extra mile to ensure you keep going back. Main dealers don’t rely so much on retained customers, and more often than not you’re just another statistic. Technicians at independent garages are well and truly part of the local community, they’ll shop at the same grocers at you and take their kids to the same school as yours. By choosing an independent garage you’re reinvesting money back into your local community, which can only be a good thing!
Don’t fall for the myth that states you need to have your vehicle serviced at a main dealer. By going to a local trusted independent garage you’ll not only receive a level of service that is at the very least is on a par, but you’ll also save yourself a lot of money at the same time, money that can go towards your next new car!
Visit the Trust My Garage website to find your nearest member. Each Trust My Garage member has all the skills and technical expertise required to give your vehicle a thorough service. Members of Trust My Garage are true professionals, complying with a strictly code of practice. What more, all members of Trust My Garage are independent garages – local independent businesses which are part of the community. Trust My Garage is the truly independent scheme for independent garages.
For many drivers the annual M.O.T test is enough to send even the most seasoned of drivers into a state of deep shock. The uncertainty of will it, won’t it pass? And for diesel drivers, it just got a lot more complicated.
In December last year the UK government announced that Diesel Particulate Filters (DPFs) will form part of the MOT test from February 2014. Tests for diesel cars and lorries have been tightened up to ensure vehicles have a critical exhaust filter if one had originally been fitted as standard.
Garages and testing stations are now required to check for a diesel particulate filter (DPF) in the inspection of the exhaust system as part of the MOT test. Your vehicle will automatically fail the MOT test if the filter had been fitted as standard but is found to be no longer present. You may have had the DPF removed in the past following claims that it will improve the economy, but it is an offence to drive a vehicle that has been modified this way, as it will no longer meet the emissions standards the car achieved when it was approved for sale in the UK.
A DPF works by trapping solid particulate matter from exhaust gases. This type of filter has been in use for more than 20 years and helps meet European emission standards, improving air quality and health standards.
It’s just one more thing for drivers of diesel vehicles to consider when preparing their car for an MOT test. With so much to think about, how do you prepare your car for an MOT to give it the greatest chance of passing?
We spoke to Trust My Garage member Falcon Motors in Warwick about M.O.T testing and asked if there was anything vehicle owners could do at home prior to their M.O.T test. Garage owner Roy Wall, who has over 20 years’ experience in the motor trade, had this advice to give.
“We get a lot of drivers coming to us who are worried about their M.O.T test, but they don’t need to be. Not many people understand the test and it’s the unknown which causes fear amongst drivers. What many people don’t know is there are actually a few things that drivers can check themselves (or with the help of a friend) before they bring their vehicle to us for an MOT. Checking vital parts regularly may increase the chances of passing your M.O.T.
Start your engine and get a friend to check the outside of your vehicle. Are all your lights working? Including the one that lights your number plate? Remember also to check the reservoir of your windscreen wipers to ensure fluid levels are correct and not empty.
Did you know an illegible number plate could cause you to fail your M.O.T test? Make sure this doesn’t happen to you and give your number plate a quick clean. If its illegible, it’s illegal.
You will fail an MOT if you do not clear your windscreen, so make sure you wash it before hand. Chips need to be repaired and if cracks are apparent, you may need to replace the entire windscreen.
Make sure your horn sounds when pressed.
Brake fluid and Oil
Like with windscreen washer fluid, make sure the oil and brake fluid are regularly checked and topped up to the correct level.
Make sure the pressure of your tyres is correct to the manufacturer’s handbook and that the tread of each tyre is at least 1.6mm
“You should also check to ensure there are no visible signs of corrosion, all mirrors are intact and the vehicle’s seatbelts operate correctly. While the above tests are outlined in regard to the M.O.T test, it is recommended, and good driving practice, to check your vehicle frequently and ensure it is regularly serviced.”
And finally, you should also ensure you book your test with a registered test centre or a trusted garage (look for the blue logo with white triangles which details centres approved to carry out M.O.Ts).
Regular servicing and frequent maintenance checks are always the best chance you can give your vehicle of passing its MOT. Make sure you find a garage you can trust by entering your postcode into our website.
Every independent garage that signs up to our scheme pledges to give you the very best customer service.
We have almost 2,000 members now, and they all take pride in ensuring you go home happy; whether you visit them to get your vehicle serviced, repaired, or for an MOT.
And there is no finer example of this than what the team at Ridgeway Garage, in Enfield, are doing. They have recently joined Trust My Garage, reflecting the fact that they have been providing excellent customer service for almost 40 years. The garage even lists celebrities such as actresses Michelle Ryan and Linda Lusardi, cricketer Phil Tufnell, comedian Ed Ray and footballers Ray Clemence and Paul Furlong amongst its growing clientele.
The owner of Ridgeway Garage, Gary Needham, said that providing fantastic customer service was ingrained in him from an early age. “I pride myself in treating all of my customers the way I would want to be treated,” he said. “My team and I open doors for them, stand up when they come in and when speaking to them and not only will we offer to pick up their cars from their house for free, we will also give them lifts home – and sometimes even to the shops! We don’t fleece, or rip off, any of our customers.”
This is the philosophy of every one of our member garages. This is enshrined in our Customer Charter, which is our commitment to providing you with the highest level of customer satisfaction.
This means that we will:
1) Provide you with a fixed quote or an estimate, both inclusive of parts, labour and VAT
2) Only charge you for work completed and parts supplied and fitted
3) Follow your vehicle’s service schedule
4) Work to high standards and continue to achieve the key industry standards set by the RMI
5) Explain things clearly and treat you and your vehicle with respect
6) Use up-to-date technical information, techniques and tooling
7) Comply with the RMI ‘Code of Practice for Service & Repair’
It doesn’t matter who you are, whether you are a high-flying celebrity or the man on the Clapham omnibus, you will all be treated to the same highest standards.
Gary added: “We pride ourselves on our ability to treat everyone the same and with the courtesy they deserve. Whether our customers are having a tyre pumped up with air and we don’t charge them, or if they are having an engine fitted to their car – it doesn’t matter to how they are treated. That is something that is instilled in all of the staff here.”
Gary said that some of his celebrity clients have given him signed photographs of themselves, which he proudly displays in the garage’s reception area.
“We are constantly getting comments and open-mouthed looks as the customers look at them for the first time,” he said. “We are delighted to be members of TMG because we believe in the good old-fashioned values of honesty, trustworthiness and getting satisfaction from helping people.”
Do you know where your nearest Trust My Garage is? If not, don’t waste another second and type in your postcode in our garage finder to find quality service you just can’t beat.
- TMG member is a ‘Top Technician’ (trustmygarage.wordpress.com)
- Trust My Garage member is Independent Garage of the Year! (trustmygarage.wordpress.com)
- Why you will benefit from TRUST MY GARAGE getting Government backing (trustmygarage.wordpress.com)
- There’s one of us near you – wherever you are in the UK! (trustmygarage.wordpress.com)
We are always doing our best to showcase the quality and expertise offered by independent garages throughout the country. In fact, Trust My Garage was set up for this very reason – to show motorists that they don’t have to pay main dealer fees for a professional and honest service – but that an even greater service is available at their nearest independent garage.
There is no better proof of this than our Cornish member Powell’s Garage, which has picked up a prestigious national award after being named the Independent Garage of the Year.
Powell’s Garage beat off fierce competition to be recognised as the leading independent garage in the country by Motor Trader magazine, in its annual industry awards.
A panel of judges recognised the professional and honest service provided every day by Powell’s Garage, rounding off an exciting year for the business after it recently celebrated its 60th anniversary.
But what sets Powell’s Garage apart from other independent garages?
Heather Powell, Joint Managing Director of Powell’s Garage, told us her aim is to always provide the highest level of customer service.
“The whole ethos within the business is all about giving the customer the best possible experience when they have any dealings with us,” she said.
“We are totally honest with our customers and they respect and appreciate that.
“We have a relationship with so many of our customers that is relaxed and pleasant, like old friends.”
Heather added: “We genuinely think about the customer experience first and profitability second.
“We look at things on a long term basis – if we look after the customer then we hope that they will stay loyal to us and recommend us to their friends and family.”
This is the second time Powell’s Garage has won this award, and highlights its commitment in providing the best possible service to vehicle owners.
Its client base runs into its thousands, including ordinary car owners to different fleet companies, including Tesco and Sainsbury’s delivery vehicles.
And not only does the garage have two MOT test bays, it also has a ‘Fast Fit’ department, with huge stocks of competitively priced tyres and facilities for testing cars, vans and motorhomes.
“Our aim is to stay ahead of the game,” said Heather. “We always look to have the best possible premises and therefore customer service.
“We want the most up to date equipment throughout the whole business, not just in the workshop.
She added: “We focus on the little things. Not just the big things. Attention to detail is important.”
Powell’s Garage prides itself on the outstanding customer service it provides. So, we asked Heather for her three top tips for customer service which demonstrate the quality of attention you can receive when you take your car to a Trust My Garage member.,
1) Listen carefully to your customer and act on their wishes, not your own
2) Make things as easy and stress free for your customer as possible
3) Put yourself in their shoes, what would you think?
With a philosophy like this and such attention on the customer, it is no wonder that Powell’s Garage has once again been named the best independent garage in the country.
Do you want to know where your nearest trusted independent garage is? Simply type your postcode in our garage finder and benefit from the same kind of service offered by Powell’s Garage – near you!
As Britain’s leading independent garage scheme with almost 2000 members, we pride ourselves on looking after our garage’s customers. This is why we have our Customer Charter, which shows our commitment in providing the best possible care to those who pay for a service, MOT or repair at any of our garages.
Unfortunately, some franchised dealers and other independent garages don’t have the same idea. Let’s take MOT tests as an example.
‘The MOT test checks that your vehicle meets road safety and environmental standards. It isn’t the same as having your vehicle serviced and doesn’t check its general mechanical condition.’
This statement is taken from the government’s own website, and it appears to give a perfectly clear and straightforward message for motorists. Unfortunately, the way we treat the MOT test, both in the motor trade and as private motorists, allows commercial considerations to get in the way of safety.
What this often means is the cheapest MOT test is not necessarily the best. This point should be immediately clear to even the most cost-sensitive motorist. The tests can only be conducted by a trained and qualified individual; he or she will require sophisticated, expensive and regularly calibrated equipment and the test should take around 45 minutes to complete.
Garages charging around £20 for an MOT test – or even less in some cases – are not charities. The result is that the overall bill may be significantly higher than expected as the garage seeks to cover the cost of providing the MOT test at an unrealistic and headline-grabbing price.
And the financial pressure on motorists today means that they are not entirely innocent when it comes to their MOT test, either.
Many motorists today use the MOT as an alternative to regular maintenance and submit a car for testing to “see what it fails on” rather than presenting a properly maintained and safe car in expectation that it will pass. This means that they only deal with the failures rather than ensuring that the entire car is safe and reliable.
As an MOT test is a measure of the minimum mechanical standard of a vehicle at that time, this means cars that are between tests may be in a particularly poor state of repair – or even dangerous.
So, a lot of garages respond to this by offering a “no re-test fee” for failures and the cycle continues.
Franchised dealers, with their high labour rates, have often been known to treat the MOT as a loss-leader to retain customers with older vehicles. They also try to give the impression that their MOT test is somehow superior to ones carried out by an independent garage.
Well, this tactic is clearly not working as more than 80 per cent of MOTs are carried out in independent garages.
The UK has one of the best road-worthiness test regimes in Europe, which is reflected in the high levels of road safety compared to some of our European neighbours. But we, at Trust My Garage, are worried that the downward cost spiral for the MOT test in our ever competitive world means that this situation may not last.
So, where does all that leave you, the motorist?
The obvious answer is to place your faith in Trust My Garage. Even if the price is discounted, a motorist can take comfort in the knowledge that any one of our garages will do a proper job – and charge fairly for only those parts that need to be replaced.
In the longer term, the answer is a fixed, or minimum, price for MOTs and a mandatory re-test fee. After all, fair pricing for MOT tests is not only better for motorists, but for garages too. And it will be great news for other road users because more cars will be safer if the industry overall cleans up its act.
The Independent Garage Association will continue to lobby and campaign for the government to enforce this. It is one of the roles of Trust My Garage to educate people to the reasons behind this stance.
Do you want to know where your nearest Trust My Garage is for an honest and professional MOT? Just type your postcode into our garage finder to find your nearest member.