As the next phase of its ‘True Originals’ multi media campaign ZF Aftermarket brand TRW has launch  a new online hub that showcases innovative global workshops, provides a useful resource and demonstrates the importance of customer service for a garage.

Martyn Houghton, ZF Aftermarket’s UK General Sales Manager, Automotive comments, “Increasing technology and purchasing power driven by online sales mean that the global customer expects its demands to be met 24/7. Anything less is no longer acceptable and you will lose business. If the customer doesn’t get what they want, when they want it, in the right way and at the right price, they will go elsewhere. And once they have gone, statistics show that they won’t return.”  

ZF Aftermarket says that while there is growth in the market, garages need to be aware of trends such as shared-mobility meaning fewer vehicles on the road and less replacement parts on electric vehicles meaning maintenance costs on these cars could be 40% lower than for conventionally powered vehicles. Martyn comments, “This all means that to maximise the opportunities of the next generation aftermarket, workshops need to look at their business models, attitude towards customer service and access to their services.” He adds, “They need to adapt; investing in recruiting, training and equipment to cope with increasing complexity. On the customer-facing side, they should invest in enabling a digital customer journey and, at the same time, consider their customer service offer from the grass roots level up.”

The latest phase of the TRW ‘True Originals’ campaign is aimed at the workshops and comprises  four parts, focusing on: Customer Service, Digital Marketing, Sourcing Parts and Business Success. It includes information on changing customer expectations highlighting interesting facts such as; 68% of customers say they’ve switched service providers because of poor customer service and 95% of dissatisfied customers tell others about their bad experience. It also points out the main determiners of workshop customer satisfaction such as customer interaction, both in person and online, the garage environment and the work.  

The new online hub also includes useful advice, tips, blogs, videos and more to help installers and garage owners to offer great service, work efficiently, promote themselves to customers and build a strong and successful business.

For more information, visit #ORIGINALWORKSHOPS at https://www.trwaftermarket.com/original-workshops