Garage Support 4 May2020

Why should I reach out and book in services and MOTs? The demand for MOTs post lockdown is expected to double, or even triple, so managing your workload will be key for a successful reopening. Scheduling work now can help define your opening hours and what technician resource you’ll need, as well as help you effectively manage your finances. ■ There’s a big possibility that this failure rate will increase post lockdown thanks to months of stationary cars, shortened driving distances and a lengthened time between MOTs thanks to the coronavirus situation. ■ With such a high number of MOTs still outstanding, there is a risk that the peak in tests could see a higher fail rates which could also create a workflow blocker. MOT testers could work longer to complete tests but there is only a limited number of technicians and hours to complete the work needed for them to pass. ■ Generating early bookings and managing workflow means less risk of losing this work or giving the customer the opportunity to take their work to the competitor. ■ Arranging upfront bookings will also help spread the word that you’re business as usual. In normal circumstances, 40% of MOTs fail when tested within a standard 12-month window.

One garage owner reported a 43% uptake on the phone calls he made in a single day.

Another owner’s mailshot resulted in no bookings, but phone calls resulted in 11 bookings on the day the calls were made.

It’s been reported that out of all the MOTs that would have been due, only 20%were completed in March and 23%were completed in April – a big opportunity post lockdown!

With staff furloughed, have you thought about e-learning?

Start by: ■ Working through your database to understand which customers have MOTs or services that are overdue or needed in the next few weeks ■ Contact these owners by telephone. Explain you are re-opening and offering an early booking slot of their choice ■ Use social media to let your customers know that they should book early to avoid disappointment ■ If possible, offer a collection and delivery service ■ If not, explain the new process and that it has been set up to ensure social distancing rules are met