Alignment investment boosts customer service
With 12 retail branches across the East Midlands, it’s fair to say that Eden Tyre Services knows a thing or two about offering great levels of customer care to motorists, along with how to build a
successful workshop business.
It’s no surprise then, that when the company was setting up its latest branch in Burton on Trent earlier this year, it made Hunter wheel alignment a core part of its offering. The site and workshop layout was designed to ensure that not only was it an efficient operation, but transparency for customers would be at the heart of operations. Consequently, a large viewing area and live alignment screens in the reception area ensures customers are fully informed about the work being carried out on their cars.
“We knew that putting the Hunter aligner into our new branch made complete sense,” comments Neil Daniels, branch manager at ETS. “We use the equipment at many of our other sites and you quickly realise that it’s the best on the market. People only ever want a Hunter alignment and what’s more, it’s quick and easy to use, so it’s a win-win situation.”
ETS offers all of its customers a complimentary wheel alignment Quick Check to give a quick assessment of any potential issues. Around 90% of the cars that have the check show an alignment problem and most of the owners agree to have alignment work carried out.
“The whole system is brilliant,” continues Neil. “We have a live feed of the alignment bay readings into the reception area on a screen. Customers can see the live adjustments being made and there’s no need for them to go into the workshop.”
It’s not just the revenue generation opportunities that makes the aligner popular with ETS. “The free alignment checks are incredibly well received by customers. Most people don’t realise they need it and even if their car doesn’t need any alignment work doing, they feel that they are getting complete customer care. After all, there’s no point us fitting a set of tyres only for them to get chewed up after 1,000 miles!”
Reflecting on his decision to invest in the Hunter aligner, Neil offered some encouraging words for others considering Hunter equipment: “Go for it! The possibilities are endless. You’ll get a great deal of customer care and you’ll also make some very good profits in the meantime. It’s always pleasing and a nice touch to know that you’ve done the job properly and left the customer 100% happy.” If you’d like to offer your customers similar levels of service and satisfaction, speak to Pro-Align today on our live chat to discuss how a Hunter aligner can help.