GSNL-2_UK_A4_20pp_May2024

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