His advice on the simple steps garages can take to turn things around are revealed on the latest
episode of Tea Break Talk, the video podcast that helps busy garage owners maximise their
workshop’s efficiency, profitability, and long-term success.
He said: “Fifty years ago we worked transactionally. It was thought the way to get customers
through the door was to advertise a lower price than the garage down the road. The business barely
made a profit because its hourly rate was a guess, rather than a calculation of what it needed to
charge to open the doors every morning.“
Incredibly, 80 percent of the garages I physically visit these days still operate in the same way.
They’re barely surviving because their mindset is focused on transactional marketing and not
relationship marketing. Everything should be about the relationship with the customer.
“Moving away from being transaction focussed and knowing what to charge to cover the overheads
is just the first step. It’s crucial to then demonstrate visibly, through customer service, a website and
marketing, why the garage is charging a fair price.
“To do this, a shift is needed where business assets – whether they be a website, machinery, or tools
– are treated as investments and not costs. They’re not a cost. They’re fundamental elements of a
successful garage business.
“Basically, if you don’t have a website company that really understands the ethos of an independent
garage business, or a selective group of suppliers for tools and parts, then the workday is going to be
harder than it needs to be.”
Jim Lang, podcast host and website expert from Garage Services Online, agrees.
He said: “Andy is absolutely right. Garages need to be allocating a budget for marketing. This should
cover the website and things like branded clothing and professional signage.
“And when a garage is marketed professionally, it makes a huge difference to how customers view
it.
“From their first impression of the business online via its website, to the reception area and all the
customer touch points, they all contribute to the customer experience. The garage is then able to
charge the correct rate because the customer sees the value.”
