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24th Oct 2019 by Travis Mitchell
There’s no doubt the biggest shift in Garage administration in recent years was when the Government forced workshop owners and operators to pass MOT’s online, moving away from the paper system, to digital. When announced and upon implementation, the independent arm of the industry was up in arms, saying it wouldn’t work and in extreme cases, threatening to close down their garage. The most common complaint was ‘John who does the MOT’s can’t use a computer, it will be too complicated’. Quickly though, admittedly with some slight teething problems, everyone realised the digital system was super simple to operate, didn’t need any IT skills and was much better than the previous paper process.
This same barrier is now being broken down within attitudes towards customer service, with garages moving from costly and widely flawed letter reminders to text messages that go directly to the Smartphone and can be actioned immediately. Likewise, online booking is now ‘live’ so all the previous issues with online booking can be corrected, as technology gives total control. Allow customers to take a bit more control of the booking process will, as a result, free up your time as the garage owner.
Independent garage owners have had to invest tens of thousands of pounds in workshop technology, to allow them to keep diagnosing and fixing cars, thus keeping the business moving forward and profitable. However, now is the time for the customer service and administrative systems to follow suit, because, despite the myths in the mind, these systems are super simple to use and will improve the running of the garage.
Get a free digital overview of all your garage admin systems from the team at MOT Manager, and see what’s available to you in 2019 and beyond. Of course, change can be scary, but when you see your options clearly, you can implement it at your own pace.