Independant VW Audi Specialist
Discussion
What would you most want to see from an Specialist Independent?
Ex main dealer staff, accredited Master Techs / Diag Techs / RS R8 Techs
Use of genuine parts and oils
Ability to update / maintain Digital Service record
Transparent Honest advise backed up with video health checks.
Would love to hear all opinions here.
Could you compromise on the main dealer experience ??
What if you had to drive slightly out of town ( 4 mins from the local VW dealer )
What if they didn't have loan car and had to wait an hour for a service.
What if you didn't get a service wash.
Would anyone be willing to pay £100 a year for a Gold membership giving 30% reduction in labour and 10% reduction in part prices? for all visits that year.
Ex main dealer staff, accredited Master Techs / Diag Techs / RS R8 Techs
Use of genuine parts and oils
Ability to update / maintain Digital Service record
Transparent Honest advise backed up with video health checks.
Would love to hear all opinions here.
Could you compromise on the main dealer experience ??
What if you had to drive slightly out of town ( 4 mins from the local VW dealer )
What if they didn't have loan car and had to wait an hour for a service.
What if you didn't get a service wash.
Would anyone be willing to pay £100 a year for a Gold membership giving 30% reduction in labour and 10% reduction in part prices? for all visits that year.
I'd pay the £100 to the indie I use for my Merc - it's like a bit of a club anyway where the members just shower the owner with money!
Can't really put into words why, but don't think I'd pay on the VWs/SEATs, unless perhaps, it was a multi-car or famiy membership.
The lack of a courtesy car is a right pain, to be honest - although getting them from dealers can be awkward too.
The lack pf paperwork, especially a detailed health-check, takes a bit of getting used to. I'd welcome having a little bit more than just a very terse invoice.
The big thing for me, and no doubt a pain for the garages, is a technician or the owner taking a minute ot two to chat over the car. I'm concious they're very busy and often in the middle of something though.
Can't really put into words why, but don't think I'd pay on the VWs/SEATs, unless perhaps, it was a multi-car or famiy membership.
The lack of a courtesy car is a right pain, to be honest - although getting them from dealers can be awkward too.
The lack pf paperwork, especially a detailed health-check, takes a bit of getting used to. I'd welcome having a little bit more than just a very terse invoice.
The big thing for me, and no doubt a pain for the garages, is a technician or the owner taking a minute ot two to chat over the car. I'm concious they're very busy and often in the middle of something though.
The out-laws and the Mrs, use Independent in Chandler Ford https://www.independentvwservicing.co.uk
Audi, Skoda, SEAT and VW (MkV). {Current GTI still under warranty}
They are a stone's throw from the Southampton Audi dealer.
Hassle free courtesy car (or a collection service) I would say is essential.
Swap keys and go off to work, no need for coffee and do you really need a video of oily bits?
If it's broken fix it, if not don't! No Up Selling of service items, but pragmatic approach.
Mrs likes to chat to the boss, she saw him a bit too often with the old vRS
A wash and brush is nice, and possibly nicer to work on.
I guess they are more like the main dealer of 25 years ago, so ATS style reception area, rather than Audi airport lounge.
I would expect a lower mileage/year car to only visit once per year, for MOT and service.
The local Mercedes independent has new owner and has started a classic club too, and hog roasts in the summer.
https://winchesterautobarn.com/
All IMHO!
Audi, Skoda, SEAT and VW (MkV). {Current GTI still under warranty}
They are a stone's throw from the Southampton Audi dealer.
Hassle free courtesy car (or a collection service) I would say is essential.
Swap keys and go off to work, no need for coffee and do you really need a video of oily bits?
If it's broken fix it, if not don't! No Up Selling of service items, but pragmatic approach.
Mrs likes to chat to the boss, she saw him a bit too often with the old vRS
A wash and brush is nice, and possibly nicer to work on.
I guess they are more like the main dealer of 25 years ago, so ATS style reception area, rather than Audi airport lounge.
I would expect a lower mileage/year car to only visit once per year, for MOT and service.
The local Mercedes independent has new owner and has started a classic club too, and hog roasts in the summer.
https://winchesterautobarn.com/
All IMHO!
From my own point of view, I don't think master tech status makes any difference, you just want someone who fixes the car quickly and with minimum cost
You want them to treat your car with respect and look after it.
I wouldn't pay a membership fee giving me discounts.
Loan Cars i'm not to bothered about, they help but it would not put me off.
I would want people to be fairly clued up on reception.
You want them to treat your car with respect and look after it.
I wouldn't pay a membership fee giving me discounts.
Loan Cars i'm not to bothered about, they help but it would not put me off.
I would want people to be fairly clued up on reception.
The list sounds pretty standard apart from I don't expect an indy to have courtesy cars anyway.
As for membership, most people are getting 1 service/1 MOT a year and maybe a bit of work or mods, unless you know in that year you are going to spend alot on mods its not really worth it. (IMO)
As for membership, most people are getting 1 service/1 MOT a year and maybe a bit of work or mods, unless you know in that year you are going to spend alot on mods its not really worth it. (IMO)
Dr G said:
Hello stranger, how are you keeping?
Hi, very well thanks.There was a little pressure from the brand for TT to shut up bad mouthing the product, Some of my comments even made it into the R8 training course. But ultimately I had a baby and had no time for PH for a while.
Moved away from Audi after 10+ years, doing Skoda for a stop gap.
As you may have guessed by the thread, considering working with a good fried and opening an indy specialist
.
Trouble is we want to be the best like Fontain or Quattro-Tech, but we have a budget that is gonna be more like the arches.
Trying to find a solution that saves customer money, doesn't compromise on the quality of work or components / parts but that is achievable on our very limited start up budget.
You still at Fontain??
As someone whos used a "specialist" for the first time, albeit non-VAG (Renault):
Accreditations - not as valuable as reputation.
Genuine parts - people go to indys vs main dealers for price - is genuine parts actually a selling feature (I guess it depends on the age of car your targeting?). Surely OE parts - similar quality but much cheaper - is a better model, especially as an indy is effectively an "OE service centre".
Transparent honest advice - you'd expect good service, bluntly.
Video health checks - I struggle to see the benefit for the customer, personally. Seems to me an impersonal way to upsell customers which might work in a dealer environment but I think could be done better in a smaller garage.
Location - wouldn't bother me. If there are multiple dealers in the same town, you might chose the nearest - but if your going to an independant I doubt it makes a big difference where they are if you've decided to use them. In my example it was hundreds of miles...
Service wash - isn't that included to bulk out the cost of the dealer service? With a valeter on staff the per wash cost is very low. I doubt the economies make sense for a small garage. Everyone knows how much an Eastern-European car wash is nowadays.
Subscription - non-starter. Most people go for an MOT and maybe a service annually. No-ones going for fun - multiple visits are a distress purchase. No-one like to plan for disappointment. Moreover a 10% parts discount makes it clearer your profiting from parts, which can be contentious. Plus, I would expect to build a relationship with a small business and be "taken care of" - not paying for this.
Accreditations - not as valuable as reputation.
Genuine parts - people go to indys vs main dealers for price - is genuine parts actually a selling feature (I guess it depends on the age of car your targeting?). Surely OE parts - similar quality but much cheaper - is a better model, especially as an indy is effectively an "OE service centre".
Transparent honest advice - you'd expect good service, bluntly.
Video health checks - I struggle to see the benefit for the customer, personally. Seems to me an impersonal way to upsell customers which might work in a dealer environment but I think could be done better in a smaller garage.
Location - wouldn't bother me. If there are multiple dealers in the same town, you might chose the nearest - but if your going to an independant I doubt it makes a big difference where they are if you've decided to use them. In my example it was hundreds of miles...
Service wash - isn't that included to bulk out the cost of the dealer service? With a valeter on staff the per wash cost is very low. I doubt the economies make sense for a small garage. Everyone knows how much an Eastern-European car wash is nowadays.
Subscription - non-starter. Most people go for an MOT and maybe a service annually. No-ones going for fun - multiple visits are a distress purchase. No-one like to plan for disappointment. Moreover a 10% parts discount makes it clearer your profiting from parts, which can be contentious. Plus, I would expect to build a relationship with a small business and be "taken care of" - not paying for this.
Jakg said:
………………..
Video health checks - I struggle to see the benefit for the customer, personally. Seems to me an impersonal way to upsell customers which might work in a dealer environment but I think could be done better in a smaller garage.
……………..
Subscription - non-starter. Most people go for an MOT and maybe a service annually. No-ones going for fun - multiple visits are a distress purchase. No-one like to plan for disappointment. Moreover a 10% parts discount makes it clearer your profiting from parts, which can be contentious. Plus, I would expect to build a relationship with a small business and be "taken care of" - not paying for this.
Thanks for your opinions.Video health checks - I struggle to see the benefit for the customer, personally. Seems to me an impersonal way to upsell customers which might work in a dealer environment but I think could be done better in a smaller garage.
……………..
Subscription - non-starter. Most people go for an MOT and maybe a service annually. No-ones going for fun - multiple visits are a distress purchase. No-one like to plan for disappointment. Moreover a 10% parts discount makes it clearer your profiting from parts, which can be contentious. Plus, I would expect to build a relationship with a small business and be "taken care of" - not paying for this.
Subscription was just an idea, something I saw in a marketing video from America, I presume it works over there as people do bigger miles and have serval services a years
When you work for the brand, its not always possible to be open and honest.
example
Customer "that's the second one of those water pumps I've had, don't you think its a bad design??""
Me at the dealer - "No ( I CANT SAY YES I'D GET SHOT) its just a mass produced item, one in every 2000 fails early in its life, and they are made in there millions."
Me at my garage " Yes its a bad design, and we have had to replace loads of them sadly. But the part number has changed serval times, which means they are changing suppliers or improving the materials / design. If we fit a genuine one it has a two year parts and labour warranty which also cover any consequential damage to the rest of the engine if it fails. I can get one £30 cheaper from euros, it wont be the latest improved design, has only a one year warranty, doesn't cover the labour cost to fit or any damage it may cause. Honestly If it was my money, I'd fit a genuine one. Bring it back before the two years is up so I can check its still ok before the warranty runs out"
No techs like doing video health checks, but most customer feed back is positive. People still think mechanics try and have them over or make stuff up that doesn't need doing. Video health check allows us to show you the difference between items that may need doing next time or rechecking in 6 months, VS the cords hanging out of the tyre, or the pad that is metal to metal which needs to be done today.
I've used the same independent Audi VW Specialist for over 13 years (having tried a few alternatives before). Things that are important to me:
Get it right and you'll be rewarded with customer loyalty: I've taken all my Audis to the same place for servicing, have all my cars MOTed there and recommended them to countless others.
- An ability to chat to the technicians and especially the experienced proprietor about the car, any issues and potential fixes.
- A proper engineering approach to rectification, not necessarily a "swap bits out until it's fixed" solution. I've seen my independent develop his own fixes, modified parts and techniques to mend apparently "non servicable" items in the interests of cost effectiveness and superior reliability.
- Location close to transport links (trains, buses etc.). If not, then a courtesy car service (I don't care if it's an old banger, so long as it's legal and drives).
- Good pragmatic advice on essential, advisable and "can wait for a bit" maintenance. This should extend to advice in options for parts: OEM vs non-OEM.
- Flexibility on timing, good availability of slots (not over booking) and open to occasional calls/visits for advice.
- Having my car washed.
- A subscription service.
- Video health checks - I want to chat directly to the technicians.
Get it right and you'll be rewarded with customer loyalty: I've taken all my Audis to the same place for servicing, have all my cars MOTed there and recommended them to countless others.
Edited by jeremyc on Wednesday 12th February 12:11
jeremyc said:
I've used the same independent Audi VW Specialist for over 13 years (having tried a few alternatives before). Things that are important to me:
Get it right and you'll be rewarded with customer loyalty: I've taken all my Audis to the same place for servicing, have all my cars MOTed there and recommended them to countless others.
Pretty good summary. - An ability to chat to the technicians and especially the experienced proprietor about the car, any issues and potential fixes.
- A proper engineering approach to rectification, not necessarily a "swap bits out until it's fixed" solution. I've seen my independent develop his own fixes, modified parts and techniques to mend apparently "non servicable" items in the interests of cost effectiveness and superior reliability.
- Location close to transport links (trains, buses etc.). If not, then a courtesy car service (I don't care if it's an old banger, so long as it's legal and drives).
- Good pragmatic advice on essential, advisable and "can wait for a bit" maintenance. This should extend to advice in options for parts: OEM vs non-OEM.
- Flexibility on timing, good availability of slots (not over booking) and open to occasional calls/visits for advice.
- Having my car washed.
- A subscription service.
- Video health checks - I want to chat directly to the technicians.
Get it right and you'll be rewarded with customer loyalty: I've taken all my Audis to the same place for servicing, have all my cars MOTed there and recommended them to countless others.
Important for me is;
Having someone on the front desk who can talk about the issue, not just a 'booking service' for the technicians.
Not trying to upsell/wash car/do unnecessary work.
Courtesy car, but not something new which you're going to charge a lot for. 15 year old car with company branding down the sides is fine.
Reasonable prices.
Not bothered about video of the work.
Dont care for smart waiting room.
Don't want to think I'm paying for a receptionist to offer me coffee or a cake.
Not actually that bothered if you're busy - its a good sign. As long as I can leave the car with you (and preferably have a courtesy car) and you'll work on it when you're free, then just give me a ring when its done.
Having found one like the above, my car now does a 200 mile round trip for any work.
Tame Technician said:
No techs like doing video health checks, but most customer feed back is positive. People still think mechanics try and have them over or make stuff up that doesn't need doing. Video health check allows us to show you the difference between items that may need doing next time or rechecking in 6 months, VS the cords hanging out of the tyre, or the pad that is metal to metal which needs to be done today.
I got the console bushes changed on wife's Tiguan (at 3yrs 18K miles) under warranty/goodwill when the technician flashed the camera over them and commented they were starting to tear. No report of it and not mentioned on MOT, but the Service Manager did get them changed. I bet the technician got his arse kicked, and funnily enough the next time I didn't get a video.Worst thing about the video is how rusty the car looked underneath, even at 12 months old.
Re courtesy cars, the VW indie we use doesn't seem to suffer from not having them, and the Merc indie I take my car to has stopped offering them, although the last car he gave me was beyond ropey. My car is with him at the moment and due to a 'misunderstanding' between my wife and I picking it up again is proving awkward.
I have been using the same VW/Audi independent for about 20 years.
What he doesn't know about them, is, I suspect, not worth knowing.
I was impressed when my daughter took her Beetle to him and he revealed that he had worked on them as an apprentice.
That is the sort of chap I like working on my car.
What he doesn't know about them, is, I suspect, not worth knowing.
I was impressed when my daughter took her Beetle to him and he revealed that he had worked on them as an apprentice.
That is the sort of chap I like working on my car.
Thank very much piston heads for all the input.
Plan basically is, workshop with 3 ramps at opening.
4th ramp with Mot Bay year 2/3
We will sub out the tests to a trusted test station near the site for those wanting a service and MOT in one visit.
Highly likely
Two or three used cars in stock 5-10k with 3month in house warranty ( upgrades possible)
Highly experienced accredited VWG Techs Working as mechanics and front of house staff.
So the actual person working on your car will be the one you talk to, to go through what is required / what has been done etc.
Labour rate TBC but aim is £60/hour ( costs may dictate slightly higher) We are quite near the VW dealer and close to Audi also, trying to half their rate.
Special offers on services, brakes, clutches, cambelts, with the aim to be competitive with the other independent garages. These would work out to arround £45-50 per hour labour.
Essentially we want to match their prices but offer our experience as increased value.
Choices of OEM or genuine parts, with honest expert advice on when it's best to pay more and when it isn't.
(if car still under warranty it must have genuine.)
Only approved long life oil used.
We will have full access to digital service records and wiring diagrams etc and a variety of advanced diagnositc software.
That's said all you need is a code reader that talks to ALL systems, that shows live data from all systems and a wiring diagram and multi meter and you can fix almost anything.
Diagnositc is pretty much what I do all day, one of the dealers near me just started charging £180 / hour for diag and often the people doing the diag are not as good a me, so really hoping to help people safe money in this area.
Don't think we will be able to do wheel alignment at launch, but I am trying.
Loan cars TBC and defo no service wash planned.
Tyres TBC but highly likely.
Please keep the tread going, especially keen to hear things that would put you off so we can avoid, and anything you would like to see that no one else does.
We are subject to planning, but would like to have a late night shopping type experience one evening a week. Stay open to 9pm to allow people to bring cars in for quick while you wait jobs like servicing after work.
Plan basically is, workshop with 3 ramps at opening.
4th ramp with Mot Bay year 2/3
We will sub out the tests to a trusted test station near the site for those wanting a service and MOT in one visit.
Highly likely
Two or three used cars in stock 5-10k with 3month in house warranty ( upgrades possible)
Highly experienced accredited VWG Techs Working as mechanics and front of house staff.
So the actual person working on your car will be the one you talk to, to go through what is required / what has been done etc.
Labour rate TBC but aim is £60/hour ( costs may dictate slightly higher) We are quite near the VW dealer and close to Audi also, trying to half their rate.
Special offers on services, brakes, clutches, cambelts, with the aim to be competitive with the other independent garages. These would work out to arround £45-50 per hour labour.
Essentially we want to match their prices but offer our experience as increased value.
Choices of OEM or genuine parts, with honest expert advice on when it's best to pay more and when it isn't.
(if car still under warranty it must have genuine.)
Only approved long life oil used.
We will have full access to digital service records and wiring diagrams etc and a variety of advanced diagnositc software.
That's said all you need is a code reader that talks to ALL systems, that shows live data from all systems and a wiring diagram and multi meter and you can fix almost anything.
Diagnositc is pretty much what I do all day, one of the dealers near me just started charging £180 / hour for diag and often the people doing the diag are not as good a me, so really hoping to help people safe money in this area.
Don't think we will be able to do wheel alignment at launch, but I am trying.
Loan cars TBC and defo no service wash planned.
Tyres TBC but highly likely.
Please keep the tread going, especially keen to hear things that would put you off so we can avoid, and anything you would like to see that no one else does.
We are subject to planning, but would like to have a late night shopping type experience one evening a week. Stay open to 9pm to allow people to bring cars in for quick while you wait jobs like servicing after work.
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