DENSO has highlighted five basic mistakes that many garages make, which customers actually notice. The parts specialist says that even against a backdrop of a global pandemic and fast changing vehicle technology, it is vital that workshops never forget the basic principles of customer service and a personal, professional approach towards vehicle servicing and repair.

The five areas covered are:

5 – Not looking after existing customers
Attracting new business should not be at the expense of existing customers. For any independent garage, current customers are the largest, easiest and most stable source of income, so it is imperative not to neglect them. DENSO recommends keeping in touch, asking for feedback and targeting them with special offers or reminders. This is vital as existing loyal customers can become advocates, expanding business by word of mouth.

4 – Not keeping to the same standard
Independent workshops pride themselves on a high standard of service at a competitive price. Nevertheless, it is easy to get slightly complacent without realising. Topping up skills and knowledge is vital for technicians to be at the top of their game, keeping service standards high. DENSO says its online training can be of vital assistance in this.

The same principle applies not just to technical work, but also to the standards of business and customer service. Consistency is crucial as one bad experience in regard customer service can put a customer off for good.

3 – Failing to offer a vehicle health check
Vehicle Health Checks have increasingly become part of the independent workshop’s toolbox and DENSO’s e-Videns tool offers an end-to-end vehicle health check solution that integrates driver interview, system scan, health check and a visual inspection. The comprehensive vehicle inspection enhances workshop performance and efficiency by offering an easy-to-read report to vehicle drivers.

2 – Failing to keep abreast of new technologies
Few industries are evolving at such a pace as the automotive sector, especially in terms of connected and electrified vehicles, while Euro 6 vehicles and hybrids, many of which are now in their fourth and fifth years of ownership, are no longer being returned to the dealer for maintenance and repairs but finding their way into the independent aftermarket.

DENSO offers several opportunities for technicians to up skill themselves, including DENSO’s own online training courses through the DENSO’s technical portal which offers a range of online courses accessible to technicians from the comfort of their home or workshop. These provide audio, visual, and interactive materials and are written and delivered by top industry instructors. There are programmes suitable for all skill levels including students, working technicians, workshop owners and master technicians.

1 – Not using OE-matching quality parts
All DENSO aftermarket parts are of an equivalent or higher quality than OE, enabling independent workshops to carry out work on newer vehicles without invalidating the warranty. This means garages can do repairs that they may have otherwise had to turn away. Fitting these high quality parts also boost customer satisfaction.