“The customer experience is everything”

Date: Wednesday 16 August 2023

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Oldfields Garage, located in the market town of Leominster, is aspiring to be something different, to stand out from the crowd, while at the same time creating a norm for the independent garage trade.

Director Tim Benson explains:

“We want to offer customers a personalised service, whilst embracing technology and digital communication. We’ve tried to take some of the best bits from the dealer experience but adding our independent family values.”

Since beginning trading in 1991, the business has always been on a growth journey and its investment over three decades has meant that the business operates in the most professional of ways, while also making it appear effortless to the outside world.

“The brand that my customers are concerned about is Oldfields and we have built up a reputation of being honest, fair and professional, through offering high quality MOT testing, servicing, car diagnostics and repairs.”

And it is this name the business is working hard to protect and grow, from its investment in its website to allow online bookings to its operating infrastructure and back-end systems that help track workflows, labour rates and more.

“We charge full price for an MOT test and our labour rate is also increasing. Garages shouldn’t be afraid to be paid properly for the services they provide, but should ensure they are effective in communicating their service to motorists.

Going forward, the garage will work with IAAF to take the Right to Repair message forward. “It’s essential,” Tim says, “that every garage in the UK is armed with key information on the quality of parts and brands they are using and how this benefits the motorist.”

 

 

^{Pictured L-R: IAAF Chief Executive Mark Field with Oldfields Garage Director Tim Benson}

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