A poll conducted by oil company Castrol in the UK, has found that most independent garages are continuing to ignore up-sell opportunities when dealing with customers. Not only are they missing this revenue opportunity, but many are also failing to follow up on deferred work. 

Only 40% of the 1000 motorists in the survey said they would be contacted between services by their workshop. 33% said they are never offered the option to upgrade to premium products such as bulbs and wiper blades. Just 19% said they were always offered an upgrade opportunity.  

The survey also found that just over half of motorists (51%) said they would be open to pay extra for better quality, longer lasting consumable items.  One of the most telling findings was that only 11% said they would always prefer the cheapest available consumables, while 20% said they would always prefer the best. 54% of those surveyed said that they trust their workshop to use the best quality consumable products. 

The survey provides some compelling evidence that by engaging with customers and discussing options, garages can not only boost customer satisfaction, but also create some excellent business growth opportunities.