Good Garage Scheme in new drive to offer motorists an even better service

Release Date: 25th November 2010 Good Garage Scheme in new drive to offer motorists an even better service A top motoring organisation is set to launch a new national drive to improve the overall service offered by independent garages. The UK-wide Good Garage Scheme is to use a “mystery shopper” initiative to identify areas of training needed from the moment a motorist books their car in for a service, to the time when the driver collects the vehicle after the work is completed. The mystery shopper operation will be run by an independent automotive industry-respected specialist and will seek to test all areas of a garage’s operations, including reception, customer care, telephone call handling and the workshop. Faults will be introduced to cars and after servicing vehicles will be inspected to check whether specific problems have been picked up – and rectified – by technicians, and the overall standard of workmanship will be assessed. The interaction of other garage staff with the customer will also be monitored. Phil Dugmore, Technical Manager for the Good Garage Scheme said: “We have chosen to invest in this initiative to ensure that the Good Garage Scheme’s standards are maintained and to reinforce the quality element of what garages offer motorists. Wherever possible, we are looking to strengthen what the Good Garage Scheme can offer car owners who choose one of our member garages.” “It’s an obvious and necessary development of the Good Garage scheme which could highlight areas that need addressing. We will then provide access to suitable training – something which the automotive industry, generally, is crying out for,” he added. The Good Garage Scheme works with the Institute of the Motor Industry (IMI), Delphi and Skillnet UK Motor Automotive Academy to provide training for all levels of garage staff. Launched by Forté over four years ago, the Good Garage Scheme has more than 3,000 members comprising of independent garages and workshops where customers are assured of service excellence. Now widely accepted as a mark of quality for independent garages across the UK, Good Garage Scheme garages are recognised as providing exceptional service to their customers based on a rigorously monitored mandatory code of practice. Customers looking for their nearest Good Garage can quickly locate one using the easy-to-use search facility on the Good Garage Scheme website – www.goodgaragescheme.com. – ENDS – Editor’s note:- The Good Garage Scheme was set up as a self-regulatory body for independent workshops and MOT centres throughout the UK to ensure the best industry standards are maintained by its members. It has more than 3,000 members who adhere to a strict Code of Conduct and offer an Industry Standard Service. Good Garage Scheme members: • Adhere to a strict Code of Conduct and pledge to have their customers’ best interests at heart • Must agree what work needs doing with their customers before it is carried out • Work to an Industry Standard Service checklist • Must supply each customer with a feedback card allowing them to give their views on service directly to the Good Garage Scheme, which operates a stringent complaints procedure For further information, please contact: Anndi Sheppard, Good Garage Scheme, on tel: 024 7647 2649 or at marketing@goodgaragescheme.co.uk or Gary Lillistone, Bridge PR 024 7652 0025, email: garyl@bridgepr.co.uk.

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