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Fast-fits evolving into "fast-service centres"
- forecast
Traditional dealer fast-fit centres are starting to evolve into "fast-service
centres", according to motor industry consultancy Forester Grant
Associates.
The company says that the role of the fast-fit is changing. A few years
ago the majority of dealers saw the fast-fit concept as way to retain
customers of older vehicles - but now their thinking has altered.
Tim McGing, managing director at FGA, explained: "Over a period of
time, jobs carried out have begun to change from pure fast-fit type work
such as tyres, exhausts, batteries, brakes, and oil and filter change.
"Today, we are reaching a point where the customer is now expecting
to be able to take their car to these centres for a much broader range
of work, without having to book an appointment."
He added that fast-service thinking was spilling over into the traditional
dealer workshop, blurring the lines between the two types of operation.
He said: "The ‘can do it now’ philosophy of fast-fits has
had a major influence on the service workshops seen in many dealers and
some manufacturers have adapted this culture and are starting to install
it in their networks."
However, McGing said that the right combination of processes, people,
marketing and branding needed to be put in place for either of these types
of operations to become successful.
He said: "We have been working with a number of manufacturers and
dealers in this area, taking them through a structured programme designed
to help them arrive at profitable business models.
"The process is not revolutionary, taking our customers through steps
such as a business audit, market survey, solutions to problems encountered,
and on site training, but it provides an ordered and proven approach."
McGing added that changing cultures through involvement of staff had proven
to be a key point in Forester Grant creating successful schemes.
He said: "We have been involved in both fast service centre programmes
and initiatives designed to create fast-fit type flexibility in normal
workshops, and our experience is that it is all about getting your people
on board.
"Changing attitudes so that staff fully understand what you are trying
to achieve, and providing them with the relevant knowledge and the ability
to apply what they learn in the workplace, will pay dividends."
About Forester Grant Associates
Forester Grant Associates, incorporating APA Selection recruitment, is
a specialist in the UK and European aftersales market. The company helps
aftersales departments retain customers and make more money by improving
processes, people and cultures. In 2004, FGA has joined forces with Network
Automotive Management, which provides outsourced sales support services
to motor manufacturers, franchise dealers and vehicle rental companies.
They help increase car and van sales through rental and Motability programmes.
Through Fastline Solutions, Network also offers a fulfilment, stock management
and print distribution service.
For further details, please contact Simon Wells at Paperchase Public Relations
on 01283 711311 / 07768 912430 or e-mail simon@paperchasepr.co.uk.
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