GSNL-2_UK_A4_20pp_May2024

Garage Support Supporting you and your business

2024 Issue 2

What’s inside? • Social attraction? • Sustainability, caring for the environment • Exclusive! Garage Inspector Andy Savva • Exclusive! IAAF’s Mark Field • Get customer confidence with the Motor Ombudsman • Order your way!

We’re electrifying

Call your local branch now!

Hello and welcome, from Andy Southby

Andy Southby, Chief Commercial Officer LKQ UK & Ireland The support service for the automotive industry We’re here for you Contact our free & confidential helpline team: I’m also pleased that Ben has a strong presence in this edition – it’s a cause we all care about enormously, and which I was glad to support by taking part in the recent Race Across Britain (one of an epic 27 teams from LKQ to do so!). Thank you all for taking the time to read Garage Support and we hope you find it useful – we’re always open to feedback if there’s something new you’d like us to cover. Times are changing, fast – and as part of our commitment to being a supportive partner, it’s our job to help all of our customers not just to keep up, but to get ahead. Until next time… Welcome to 2024’s second edition of Garage Support! It’s also the second for me in my new role as Chief Commercial Officer of the LKQ UK & Ireland Group. I’m loving being closely involved in LKQ Euro Car Parts again – our trade SMR business is where I started out with LKQ, before spending a couple of years at the helm of our bodyshop division. It’s great to be back and while in many ways nothing has changed, in others, so many things have. And the pace of change continues. Our business is more sustainable than ever, and the same is true for our garage customers – who aren’t just working on more sustainable vehicles, but who are running their businesses more efficiently and profitably, helped by the adoption of digital management and marketing solutions, the rise of best-in-class concept networks, and continued investment in training. It’s been great to get out on the road visiting customers and to learn about the different ways you’re adapting, developing and evolving to stay competitive today, tomorrow, and in the long run. On that note, there’s plenty of content, case studies, advice and inspiration for you to get your teeth into in this newsletter – covering everything from our award winning training academy, to effective marketing and ways to maximise and diversify your revenue streams this summer. You’ll also find detailed information on the new ways you can contact us – including WhatsApp, with our new leading edge telephony system.

ben.org.uk supportservices@ben.org.uk 08081 311 333

Monday to Friday 8am – 8pm

For out of hours support

text BEN to 85258

Ben - Motor and Allied Trades Benevolent Fund. Lynwood Court, Lynwood Village, Rise Road, Ascot, SL5 0FG. A charity registered in England and Wales (no.297877) and Scotland (no.SC039842).

Budget statement

The Chancellor presented his Spring Budget in early March, which often brings important updates for small businesses and the automotive industry. As always, we’re here to be your eyes and ears, so here’s a download as to what this year’s Budget could mean for you and your garage. Spring Budget

Did you see?

There were relatively few gifts for workshops in the Budget, with the Chancellor largely focused on addressing the tax burden on consumers, while continuing to spend cautiously as the economy gets back on track.

That said, smaller aftermarket businesses may well benefit from the threshold for VAT registration increasing from £85,000 to £90,000, which could help to free up vital cash for investment in new skills and equipment… although we had hoped that the threshold would be lifted to £100,000 so that more businesses would stand to gain.

You might also remember that in last November’s Autumn Statement, the Chancellor made full expensing permanent, representing a £10 billion tax cut for businesses looking to invest in equipment and machinery. Full expensing is now being extended to cover leased assets – good news if you’re keen to invest in new electric vehicle (EV) or ADAS servicing equipment.

Interestingly there were no new incentives announced to help drivers switch to plug in vehicles, and the freeze on fuel duty remains in place – which feels slightly at odds with the push towards zero emission driving. We see this as short term relief for drivers managing high living costs, believing the overall direction of travel is unchanged.

And with that, our advice is unchanged too: it’s still vital to invest in the skills and equipment to service electric vehicles sooner rather than later, to ensure your long term success.

Scan QR Code to know more about Spring Budget 2024

Garage Support | 2024 Issue 2 | Page 3

Walsall Wood Tyre and Service

We caught up with Nathan Taylor from Walsall Wood Tyre and Service, who’s blazing a trail in the aftermarket when it comes to marketing and social media.

So Nathan, how did you get here and why are you so passionate about the power of social media?

To cut a long story short, I started out selling sweets when I left school, before I fell into the family business – and now here I am. That’s all I really want to say about myself… because I don’t think it’s the most interesting thing I have to say! Social media is what’s interesting and important, and it deserves our attention – more of our attention than it’s been getting. I don’t believe most people in our industry are fully aware and able to take advantage of the opportunity that social media represents – and that means they’re exposed to the risks of missing out. Social media can completely transform your business. I’m passionate about my business, I’m passionate about the aftermarket, and I’m passionate about the role social media has to play in keeping all of us connected to our customers and set up to succeed.

Come and meet Nathan at the UK Garage & Bodyshop Event

on LKQ Euro Car Parts stand D40 on 5th June

The key thing to recognise is that just like the automotive industry, social media has many segments. You can’t compare an independent garage to a franchised dealer, and you can’t compare TikTok to LinkedIn. There’s a whole range of channels out there, each of which plays its part, but you need a different game plan for each. Even if you don’t use social media in a personal capacity – you might be far too busy during the day, which in a way What’s your advice to a garage owner who’s not using social media yet?

is no bad thing! This isn’t about you, it’s not about any of us. It’s about our consumers. They’re on social, it’s how they interact with, choose and become loyal to the brands and businesses they spend money with. Storytelling is everything. That’s not my opinion; it’s a fact. As the world becomes more commoditised, you and your brand need to mean something to people. That’s what you’ve got to trade on and if you don’t do it, someone else will.

We try and aim for 70 pieces of content per week. That probably sounds like a lot. It might even sound impossible! But if that’s what you’re thinking, it’s absolutely not the case that you’ve got nothing to say. People want to hear from you, they want to know what you’re working on, they want your advice, they want tips and insight – and entertainment. It you’re open minded about it, it will happen – even if you have to work your way up to the volume of content we’re Can you tell us about your approach to social media at Walsall Wood?

putting out at Walsall Wood. And it’s important to remember that you won’t get it spot on every time. Our approach is not to spend hours perfecting every piece of content within an inch of its life – instead we’re candid, we’re real, and most of the time what we do goes down well. We’ve had videos that have reached three million people – and we’ve had calls from people who live hundreds of miles away, asking for our help. That’s the power of social – or the power of the brand social has helped us to build.

Page 4 | Garage Support | 2024 Issue 2

The adoption of electrification and autonomous technologies make this the most exciting time in the past one hundred years to work in the automotive industry.

It comes as something of a shock that unfilled roles stand at a record high of 26,000. However, things are moving. In September 2023, the IMI’s Diversity Task Force launched the There’s More to Motor campaign with an aim to: • Challenge the misconceptions of the automotive industry • Champion the industry and drive recruitment and change • Start plugging vacancies and skills gaps We at the IMI are determined to change the narrative around careers in the automotive industry. But we can’t do it alone. The industry needs to come together to spread the word, improve perceptions and encourage talented individuals like the three featured on this spread to come forward.

Charlotte Munday Charlotte first joined Porsche at 19 as an administrator before transitioning to sales. With limited female representation, she saw herself as having an advantage that kick started her onto a successful career. Charlotte is now the Southern Region Key Account Manager for Rolls-Royce Motor Cars Financial Services and and Aston Martin Financial Services under the ALPHERA umbrella. The sector is full of the most fabulous and diverse people, everyone has a story, and no day is the same.

HELP US WIDEN THE TALENT POOL To learn more about There’s More To Motor and how you can get involved with this ground-breaking

campaign, please scan the QR code to contact us for more information. With your help we can really accelerate the drive for a more diverse and inclusive talent pool.

Sustainability

We’re electrifying

Delivering parts to your workshop is our key focus, but as a business, we also have to be mindful and consider our impact on the environment.

As well as the EV van roll-out, we’re also trialling an exciting range of less traditional electric delivery vehicles at selected branches, including motor scooters, mini electric delivery vans from Runhorse, and powered cargo bikes.

In major towns and cities, carrying out a larger proportion of our last mile deliveries using zero-emissions vans reduces the pollution we create in these areas, while also cutting our overall CO 2 output.

We have now invested in all-electric and Vivaro-e vans across our commercial fleet. Additionally, more than 200 of our colleagues have now completed EV training and the feedback we’ve received from the branches using EVs has been very positive.

As part of our commitment to reducing our carbon emissions, we’re rolling out electric vehicles (EVs) at branches across our branch network.

Page 6 | Garage Support | 2024 Issue 2

Sustainability

It’s a wrap! Say hello to sustainable pallet wrap. We officially launched our new sustainable pallet wrap following a two-year development period.

Made from coated polyester mesh and polyester webbing, the pallet wrap can be reused up to 1,000 times, reducing our waste by up to seven tonnes annually. This saving of plastic waste is roughly equivalent to the weight of four cars and will also reduce our total emissions due to less empty vans on the road. To create the wrap, we partnered with brake supplier, TMD Friction, and have since rolled it out across our mutual supply chain to great success.

This is the first time a reusable pallet wrap has been developed within our industry and we hope to introduce it to our wider supply chain in due course. As the scheme grows in the UK, TMD also anticipate the wrap will be extended to their European distribution centre in Romania, so more countries can move towards a greener method of distributing parts to their customers.

What’s your environmental story? We’d really like to hear how you are reducing your energy bills, whilst doing your bit for the environment. Send your news to marketing@eurocarparts.com . There’s a £ 50 Lifestyle voucher for the best contribution selected.

Have your say! This newsletter has been devised to support your business. We would like to signpost you to organisations to add benefit your garage. We would really like to hear your comments on any of the articles featured, or if there are any subjects that you would like us feature more of, or fewer? Our reward to you… …The best feedback or suggestion

selected will be awarded with a £ 50 .00 Lifestyle voucher

We will share your views in future editions of Garage Support Send your comments to marketing@eurocarparts.com We are looking forward to hearing from you!

Garage Support | 2024 Issue 2 | Page 7

Andy Savva – Garage Inspector

LKQ Exclusive

I want to share my views on the importance of training. During my 34 years in the automotive industry, I have noticed a lack of training and development of people in most organisations due to the short-termism of the British garage owner. However, I also believe it’s due to an imperfect understanding of how the training and development of people, in particular technical colleagues relates directly to the efficiency and profit of the business.

Come and meet Andy Savva on the Modern Garage stand C30 at the UK Garage & Bodyshop Event on 5th & 6th June

Have you ever heard or seen statements like “fully trained technicians” What does this mean? How can anyone quantify “fully” ? I certainly can’t! This is a complete myth. You can never be fully trained in our automotive industry. Modern vehicle technology continues to advance at such a pace, that vehicles are becoming increasingly sophisticated animals.

I have always maintained the continual training and development of all my past teams as a way of generating improvements in productivity, quality, 1st-time fix results, used as a unique

We must remember that to run an efficient and profitable garage business you not only need technical ability. But also a very good understanding of business skills around marketing, customer excellence, and financial understanding, to name a few. In general these crucial skills are lacking in our repair sector, that’s why I have, during the last 6 years, developed and launched 2-day business courses to bridge this gap for garage owners and all their teams.

selling point (marketing terms), motivational, retention, and the

recruitment of personnel just to name a few. The benefits hugely out way the cost.

As garage owners, we must be honest with ourselves, look at the services we are offering in our businesses, and make sure we firstly recruit individuals who have knowledge and experience in those sectors and, secondly, quickly understand the strengths and weaknesses of that individual and together create a training and development plan aligned to the services and objectives of your business. I always used to say, “Equipment must never be a substitute for knowledge” it should be an aid.”

There is no excuse now not to tap into mine, and the many other training courses, offered through the LKQ Academy portal.

Page 8 | Garage Support | 2024 Issue 2

Come and see us!

Join us and our exciting industry expert speakers on Stand D40

Scan here for your free event ticket

Over the two days, the event will bring together 180 leading suppliers – including 3 stands from LKQ UK & Ireland – with 5,000 garage and bodyshop professionals. There will be interactive exhibitions, live demonstrations, workshops, and panel discussions with leading industry experts – a worthwhile day out for any garage owner.

The UK Garage and Bodyshop Event is a fantastic opportunity to network with other professionals in the automotive industry, gain valuable insights to improve and grow your business, whilst staying up to date with the latest tools, equipment, and technologies, including EV and ADAS.

Some moments from last year’s event.

Garage Support | 2024 Issue 2 | Page 9

FREE PARKING SPONSOR

Myth Busting

IAAF, as part of its role in protecting the rights and freedoms afforded to the independent aftermarket, is actively involved in ‘myth busting’ when it comes to what independent repairers can do when servicing or repairing their customer’s vehicles. IAAF Chief Executive Mark Field exposes the aftermarket myths Often, these myths have been perpetrated to mislead vehicle owners into thinking that they must take their vehicles to authorised repairers, but the following may help dispel some of these myths.

LKQ Exclusive

Myth Busting #1 Work During the Warranty Period:

UK legislation was updated in 2023 (the Motor Vehicle Block Exemption Order – MV-BEO) , which explicitly states that a vehicle can be serviced or repaired by independent repairers during a warranty period (including extended warranties), whether that warranty is provided by the vehicle manufacturer or a 3rd party, and applies to when a vehicle is new or has a warranty when sold as a second hand vehicle. The MV-BEO stipulates that the replacement lubricants/fluids or replacement parts fitted by the independent repairer need to be of ‘matching quality’ to the original oil or parts fitted during the manufacture of the vehicle – i.e. that they are ‘parts manufactured according to the specifications and production standards used by the manufacturer of the motor vehicle. A second stipulation is that the vehicle manufacturer’s service or repair processes are followed correctly by the independent repairer. If a vehicle manufacturer refuses to honour a warranty claim, they have to show clear evidence that the situation leading to the claim in question is causally linked to the failure on the part of the repairer to carry out a particular repair or maintenance operation in the correct manner, or to the failure of a spare part supplied by a third party.

Myth Busting #2 | Spare Parts:

The MV-BEO also expands the details of ‘spare parts’ to include any code or software that is required to activate/integrate the replacement part into a vehicle. Software required to update a vehicle system is also now considered to be a ‘spare part’. The MV-BEO also includes the ability for independent distributors to buy OEM parts (e.g. so-called ‘captive parts’) and subsequently supply them to independent repairers.

Myth Busting #3 | Tools and Equipment:

Independent repairers have the right to buy the same tools (e.g. diagnostic tools) and equipment as are available to an authorised repairer (i.e. a ‘main dealer’) with the same functionality – i.e. it is ‘non-discriminatory’ between independent or authorised repairers. This right also allows these tools and equipment to be bought by independent repairers via ‘independent distributors’.

Page 10 | Garage Support | 2024 Issue 2

Myth Busting

Myth Busting #4 Digital Service Records

An independent workshop must be able to access a vehicle manufacturer’s remote electronic (digital) service record. This is in the vehicle type approval regulation (EU) 2018/858, which continues to apply in Great Britain following Brexit. The legislation clearly states that this should possibly be free of charge (although some vehicle manufacturers may have an ‘administration registration charge’) .

The best-of-the-best technicians will once again be celebrated at the Automechanika Birmingham Garage Awards 2024, hosted by the Independent Automotive Aftermarket Federation (IAAF), with the UK and Ireland’s leading aftermarket motor parts group, LKQ Euro Car Parts, announced as the headline sponsor for the second year in a row. Honouring the Best Garages

The official

Hosted by

Sponsored by

Kevan Wooden, group chief executive at LKQ UK and Ireland, said: “Last year’s Garage Awards event was a triumphant success, and we’re delighted to once again be backing this hugely relevant and important ceremony. Best practice is essential to ensure the aftermarket continues to thrive and take strides in the right direction.” “Motorists want to feel assured that they’re receiving a quality, reliable service, at the very best value, at local level, and there are technicians in abundance, in workshops, garages and bodyshops, up and down the country, working hard to ensure this. It is therefore vital that this good work is recognised and celebrated.” Mark Field, IAAF chief executive, said: “Our network has grown year on year, as we continue to fight for the rights of the garage community and ensure their voices are heard and they receive representation across a greater platform.”

“The UK Garage and Bodyshop event is the perfect stage to bridge the gap between the supply chain and technicians, with some of the industry’s biggest players exhibiting. And with LKQ Euro Car Parts right up there with some of the most recognisable names, we’re honoured to have its support once again.” Further sponsorship opportunities for the Automechanika Birmingham Garage Awards, hosted by IAAF, will be announced shortly. The full categories include: ‘Garage of the Year’; ‘Best Single-Site Garage’; ‘Best Multi-Site Garage’; ‘Best Community Initiative’; ‘Auto-Mechanik of the Year’; ‘Best Marketing Award’; ‘Best Customer Service Award’; ‘Lifetime Achievement Award’; and new for 2024: ‘Content Creator Award’; ‘Inspiring Female of the Year’ and ‘Young-Mechanik of the Year’.

Taking place on Wednesday 5th June at the UK Garage and Bodyshop Event at NEC, Birmingham, and following on from a hugely successful inaugural ceremony in 2023, this year’s event will be bigger and better than before, with the number of award categories expanding from eight to eleven. The awards will celebrate the very best of the garage industry and acknowledge the commitment and dedication independent garages and technicians have increasingly made to ensuring affordable mobility in the UK. As a nationwide distributor, LKQ Euro Car Parts is a keen supporter of the UK independent garage network, and as well as lending its support at the award ceremony, it will also be exhibiting at the UK Garage and Bodyshop Event, with its stand set to feature a range of training initiatives, prizes, guest speakers and more from right across the business.

Look at page 9 for more information on the UK Garage & Bodyshop Event.

Garage Support | 2024 Issue 2 | Page 11

Air Con Gas

Get certified or risk a hefty fine!

Nobody likes to read another “do this or run the risk of…” story, but this will affect most garages and workshops who service or repair air conditioning units.

What does that mean to you? There are a significant number of garages that have not received formal air conditioning training. It is a legal requirement for the technician to be f-gas trained and certified. Please note, the certificate is applicable to the individual and not the business. Your local authority can check to ascertain if your garage has the applicable paperwork. When you work with R134A, skills are not enough, these must be reinforced with the right certification. F-Gas training and certification ensures you stay qualified and able to work. R134A is being phased out globally due to its high global warming potential. Why do you need to know? More and more vehicles now have air conditioning and climate control as standard, with this viewed as an important comfort system by vehicle owners. Your garage already sees a variety of vehicle makes and models that roll into your workshop. No doubt you have the experience and equipment to work on air con systems of all ages. Did you know… Already this year there has been a high-profile case brought before the courts on behalf of the UK Environment Agency. An online wholesaler was fined £37,500 for selling air con gas, without ensuring that their customers held certification to manage refrigerants.

We must keep records of: • Our customer’s certificate number

Our responsibilities… We can only sell R134A gas to customers that: • Hold relevant certificates and qualifications • Employ people that hold the relevant certificates and qualifications. When receiving your order for air con gas, if you haven’t already provided it, our advisors will request your certificate number. We will have to ask you for this information at every purchase of gas. • Quantities of F gases our customer purchase • We must keep these records for at least 5 years and show them to the regulator when asked • Be sure to provide your information for hassle-free ordering – omnipart.eurocarparts.com/f-gas .

For more information, scan the QR code or follow the link bellow: https://www.gov.uk/guidance/ qualifications-required-to-work-on equipment-containing-f-gas .

Please note: all responsible suppliers will have to undertake these actions.

No matter who supplies your technical training, get certified or you could risk a hefty fine.

Page 12 | Garage Support | 2024 Issue 2

Number Plates

Number Plates – Do you know what to look out for?

Are you missing out on further opportunities by not checking the number plates as part of the MOT routine?

We’ve highlighted some key MOT failures you should look out for.

Key MOT failures

1. Delamination

2. Fixing and Installation

3. Incorrect spacing

4. Cracked plate

5. No BS Number

7. No bottom line outlet name

8. Incorrect fonts

11. Outlet line too big

12. Outlet line / border encroaching on reg

Scan the QR code to know how to order number plates

With many LKQ Euro Car Parts branches now able to print number plates in-house, you can confidently check and swap plates knowing the legal requirements are being met.

Garage Support | 2024 Issue 2 | Page 13

Motor Ombudsman accreditation

Stand out from the crowd with Motor Ombudsman accreditation There are so many reasons why the best garages are signed up to the Motor Ombudsman (TMO).

By gaining accreditation to the Motor Industry Code of Practice for Service and Repair, garages are demonstrating their commitment to operate as a responsible business and deliver high levels of customer satisfaction.

The Motor Ombudsman is the first and only ombudsman dedicated to the automotive sector. Thousands of businesses across the UK are today benefiting from accreditation to one of their Chartered Trading Standards Institute (CTSI)-approved Codes.

Knowing that you adhere to the Code gives your current and potential customers confidence in you as a trusted, responsible business: a business that puts them first, always.

Accreditation can increase the revenue and reputation of your business.

Here’s seven big business benefits: • Full use of The Motor Ombudsman and CTSI-approved Code logo • Unlimited access to a dedicated information line and dispute resolution service • Valuable feedback and ratings from your customers • Your accreditation will be recorded by the DVSA • A unique, customisable profile page to promote your business on the TMO Garage Finder • Access to webinars, training, and reports • Increased marketing exposure, new business leads, and awards.

• Service and Repair disputes brought to the Motor Ombudsman in the first three months of 2024, are up 35% on last year. • Likely drivers of the rise are the continued financial pressures on consumers from the heightened cost of living, and the growing number of individuals turning to the Motor Ombudsman’s free-of-charge Alternative Dispute Resolution (ADR) service to help recoup losses • The drivetrain area of the vehicle accounted for over a third (37%) of disputes reported by consumers, whilst around a quarter (27%) resulted from the standard of customer service provided by repairers. The Motor Ombudsman reports highest quarterly volume of service and repair case submissions.

Find out more about the benefits of accreditation.

For more information, or to discuss your application, email: talk@tmo-uk.og, or call: 0203 597 6870. Sign up today and be a part of something great!

Page 14 | Garage Support | 2024 Issue 2

Motor Ombudsman accreditation

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D

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F

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Principal vehicle service and repair issues reported by consumers (01 January - 31 March 2024)

SERVICE AND REPAIR

14%

37%

27%

Drivetrain issues • Businesses using too much oil, causing engine seizures and replacements • Fuel injectors not being calibrated correctly • Premature timing chain failures • Repeated head gasket failures • Oil sump pan drain plugs being over tightened and stripping threads • Crankshaft seal leaks • Automatic gearboxes being reset without customer approval • Clutch and flywheel failures after vehicle servicing.

Customer service issues

Chassis issues • Brake pads and discs being replaced without customer authorisation • Damage to brakes during the servicing of vehicles • Power steering failures causing vehicle breakdowns • Rear differential seal failures • Tyres being inflated to the wrong pressure, causing damage to all four wheel rims • Tyre pressure sensors being broken during routine tyre changes • Sheared wheel bolts during puncture repairs • Wheel hub nuts not being tightened to recommended levels • Wheel alignments carried out incorrectly by businesses. Interior issues • Ignition barrel failures not covered under extended warranties • Faulty indicator stalks • Electric seat power failures • Large creases appearing in seat coverings • Rear view mirror covers detaching • Water build-up in spare tyre boot wells • Infotainment touchscreens not working shortly after purchase • Faulty instrument clusters • Damage to interior door panels during repairs • Poor sound quality when using a Bluetooth phone connection. 5%

• Customers being charged for repairs which did not fix reported problems • Parts removed from vehicles being discarded without customer permission • Delays to components being made available for repairs • Incorrect service intervals being carried out • Damage to vehicles whilst in the care of a business • Workshops not having the necessary tools to complete repairs • Businesses using non-genuine parts, causing recurring issues • Service books not being returned by businesses. Exterior issues • Incorrect application of paint protection wraps • Stuck cables in charging ports • Sub-standard paintwork repairs • Juddering windscreen wipers • Sunroof operating mechanism failures • Deteriorating rubber door seals • Rattling and loosening rear bumpers • Condensation build-up in tail lamp units • Peeling paintwork. 7%

10%

Electrical issues • Software updates leading to subsequent faults • Intermittent stop/start systems • Constantly illuminated tyre pressure warning lights • Faulty wiring looms setting alarms off • Hybrid battery failures • Electric vehicle (EV) high voltage battery failures • EV traction system faults.

Consumer service and repair complaints by fuel type (1st January – 31st March 2024)

Average consumer claim value to resolve a dispute (1st January – 31st March 2024) £4,308 (£3,060 in Q1 2023)

Diesel (48%) Petrol (41%) Hybrid (6%) Electric (5%)

* The figures marked in brackets denote the percentage of overall service and repair issues reported to The Motor Ombudsman by consumers in each category during the first quarter of 2024. Please note the list of issues reported on this graphic is not exhaustive, and the data is taken from a sample of 1,000 cases logged between 01/01/24 - 31/03/24.

Garage Support | 2024 Issue 2 | Page 15

Omnipart

Order your way You can order parts from us in three easy ways. Order your way to suit your business. What could be simpler?

Call your local branch Alternatively, call 01827 725 000 to speak to a member of our Sales Team.

1

You can also now contact us via WhatsApp. Ordering is really easy, just follow the steps below. To get started simply scan the QR code.

2

How to find us on

WhatsApp

Step 1

Step 2

Step 3

Step 4

New Chat

Businesses

Automotive

Businesses

Chats

Search name or number

Search business name Categories

Search business name

Discover

Search

LKQ Euro Car Parts

Business

Automotive

25

Select LKQ Euro Car Parts and then let us know in the chat the parts you would like to order

Open WhatsApp and click on the + sign in the top left corner

Click on the “Businesses” option

Then select “Automotive”

Benefits of using Why WhatsApp?

WhatsApp

Send pictures to help to locate difficult parts and describe warranty issues

Quick and easy ordering without worrying about peak times

Messages will automatically link to your preferred Sales Advisor

If your preferred Sales Advisor is already on a call, your WhatsApp will be presented to them immediately, allowing them to action your request ASAP If your preferred Sales Advisor is already on a call, your WhatsApp will be presented to them immediately, allowing them to action your request ASAP. Order, chat and get everything you need in quick time.

Page 16 | Garage Support | 2024 Issue 2

Omnipart

Order your way

3

Make ordering parts simple.

Omnipart is an online ordering platform from LKQ Euro Car Parts to help you, our trade customers. It is important you get the right parts when you need them. Omnipart provides you with instant access to over 130,000 parts, 24/7, whilst offering you a range of other important benefits.

Not on Omnipart? Register now

Easy to use anywhere, on any device

Benefits of

• Search quickly by VIN or vehicle • Your pricing is linked from your account • Check stock – see real time stock levels with product images • Jump the Queue – order online and your order is automatically processed and put on the next van • Order out of hours – place an order out of hours and get it on the first van the very next day • Urgent same day – order in line with your agreed delivery time and you’ll get your parts the same day.

Get ahead of the competition Get your order on the next van.

Priority Service

Easy to use Instant look ups, anywhere, anytime of the day.

Work Smarter

Get access to exclusive deals and promotions Whilst making your business more efficient.

Increase Profits

Track my order You can now easily track your orders on Omnipart! Simply select ‘Order Tracking’ which is available at the top of the webpage to get live tracking information.

Garage Support | 2024 Issue 2 | Page 17

Case Study

Maitland Motors Founded in, Maitland motors have been proving a full maintenance, repair, in-depth diagnostic service, and MOT in the Fife area. The 3-ramp operation consist of a team of five, which include Ross Maitland – chief technician and owner, three fully trained technicians and Christine Maitland, who manages the front of house.

Which products do you buy from LKQ Euro Car Parts? We been working with LKQ Euro Car Parts pretty much since day one. We only really buy tier one, OE-quality products – so brands like Pagid and Mann. LKQ Euro Car Parts has a brilliant range of products we are happy to fit to our valued customers’ cars.

Why is training so important to your business?

Do you tend to order online or over the phone?

Our ambition is to get to the point where whatever make or model of car we have in, whoever happens to be in the workshop that day knows exactly what they’re looking at, knows what to test and is comfortable with the equipment needed, and can achieve a first-time fix every time. For me, having confident technicians who can operate independently and achieve great results has got to be the surest way to improve customer satisfaction and profitability. And it allows me to focus more of my efforts on running and growing the business.

We usually order online. It’s easy and it saves us time – while increasing our throughout and improving our customers’ experience. We don’t have to wait to get a car into the workshop and measure it before we can order the parts it’s going to need; instead, we can look it up on Omnipart and order everything before the car arrives on site. If we need advice – such as when there are various options to choose from for any given car – the online chat function is really helpful.

Page 18 | Garage Support | 2024 Issue 2

Case Study

Which training courses have you been on? I’ve been on the LKQ Academy gold package since it first launched, and my two fully qualified technicians are too. It’s a no brainer! When our apprentice is fully qualified, I’ll get him a gold membership, too. Every time we see a course that’s relevant to us and our workshop, we sign up. We’ve done all sorts, from Bosch oscilloscope training to level 2/3 hybrid, and the courses that have helped us to become part of the Pagid Proud To Fit approved network. We want to make sure our knowledge and skills are up to scratch, and we’ve all committed to going on at least one course every month for the next few years. I’ve been a technician for a long time, and I’m keen to develop my skills as a business owner now. I want to look after and grow the business, which means investing in training to deepen my knowledge of marketing, customer service and management.

What’s the impact been on your business so far?

Training benefits the garage, it benefits the individual, and it benefits the industry. Investing in training has totally changed my business. We’ve got more work coming in, we’re more likely to achieve a first time fix, and we’re getting better and better customer feedback. And so the cycle goes on. Training courses are also a great networking opportunity. Relationships are everything in the aftermarket. In the event our diagnostics can only take a vehicle so far – say it then needs a software upgrade – we’ll get in touch with one of our OE-specialist contacts locally and refer the work into them. We tell the customer our contact is expecting their call, so that even if we’re not the ones to provide the fix, we’ve always got a solution. And the same is true in reverse; other garages that don’t have our capabilities in areas like DPF and alignment are now referring work into us. As a network of local aftermarket business, together we can serve every customer and keep them happy.

What about attracting and retaining talent?

What would you say to others who are considering training? Investing in training has massively helped me and my team as individual technicians, and it’s transformed our business. For the price it’s an absolute no-brainer – and if you put the time in, you will 100% see the benefits.

I cried out for training for 15 years when I worked for other people. That’s why now that I’ve got my own business, training is at the heart of it. It works both ways; I want to hire and work with people who want to be up there with the best. And if you’re someone with that mindset, you want to work for someone like me who will invest in you and get you where you want to go.

Garage Support | 2024 Issue 2 | Page 19

Becoming an EV Workshop

Boost Your Business with Learning and Development

The recipe f or success:

The right tool for the job

Your Workshop

Upskilling

Not only have we got the right technical courses to get you and your staff EV ready – your workshop can now take its first steps into the future of automotive and unleash the power of electric vehicles with the launch of the 2 day becoming an EV workshop business course in partnership with our partners at T10 Automotive.

What are you waiting for? Download our prospectus, find a course to suit you and start upskilling.

Scan for our 2024 Training Prospectus and discover the Hybrid/EV courses available.

Go to www.lkqacademy.co.uk to find out more

Call your local branch now!