An independent garage in Surrey has spoken about how important it is for garage businesses to prepare for the customer of the future.
Pepe Mongiovi, joint owner of PD Vehicle Services in Hackbridge, says that despite many of his customers being within the older age range, most of the vehicles on his ramps being internal-combustion engines, and the garage having large regular commercial contracts, they are still geared up for the next generation’s needs and expectations.
“It is not even really the next generation,” Mongiovi commented. “It is happening now, just not on the scale it will be in a few years’ time.
“For example, customers now want to book in their vehicle online, often out of hours, and for it to be as easy as ordering a takeaway. They also want to know they can bring their new EV to you and maintain the ease and trust of coming to a garage they know.
“That is why, despite having eleven incredibly busy ramps at PD Vehicle Services, we do not take the work for granted or think things won’t ever change. They will, it is inevitable.
Future proofing essential for PD Vehicle Services
Mongiovi stated that there was a need for a top-performing website, showcasing PD Vehicle Services and its Bosch Garage Status, while also attracting work and allowing customers to contact 24/7, or book in with the existing online system.
Therefore, Mongiovi contacted Garage Services Online to help, with the PD Vehicle Services website developed to meet these requirements.
“The website also reassures our commercial contract customers including Thames Water and Virgin, that we are professional, and that customer service comes first,” he added.
“The website is essential; a garage 100% needs one. We had a bad experience with our first provider but have never looked back since getting the team at Garage Services Online onboard. Ours is so much more than a quick point of reference. It is our number one salesperson and answers every question a customer might have which helps to free up our time.”
PD Vehicle Services has also invested in its technicians, getting them trained to Level 4, the highest qualification there is for EV work. “So, even though our ramps are packed with what you might call traditional work, we are future-proofed,” concluded Mongiovi.
Jim Lang from Garage Services Online added: “Pepe came to us with a list of requirements for his PD Vehicle Services.
“He wanted to be visible online, but only to the right customers. He needed to integrate the MyBCS Booking Tool into the site to make it frictionless for customers to book online and increase the efficiency of the garage. He wanted to attract new customers and commercial contracts to replace those lost to natural attrition, and he wanted top customer service to match his own.
“I like to think we’re exceeding all those requirements.”
