The voice of the independent garage sector March 2025 www.aftermarketonline.net 14 Spotlight Garages’ ‘perfect storm’ 20 52 Technical Garage visit Dodging the hackers Surviving to thriving
FREE TICKET, PARKING AND BREAKFAST* Start your engines… the most important event for the UK automotive sector returns and you’re invited to join us! 500+ leading brands 150+ hours of technical & business advice, hands on demos in the Workshop and Aftermarket Hubs 50+ product launches, the best rates, discounts and giveaways 3 action-packed days of hands-on learning and business opportunities Back by popular demand and better than ever! The Modern Garage, the Garage Awards with IAAF This isn’t just any old trade show – it’s your front-row seat to the future of the automotive industry. You’ll gain more in a single day than you would in months from behind your workshop doors. 3-5 June 2025 NEC, Birmingham IN ASSOCIATION WITH Headline Partners - Diamond Official Workshop Partner Headline Partners - Gold Featured Exhibitors ASSIST Sponsors BOX OFFICE NOW OPEN! Why Attend? Get your free ticket here today *Arrive before 10:30am for breakfast. Free parking only available for garages, detailers and bodyshop professionals.
Editor’s comment 3 www.aftermarketonline.net MARCH 2025 Editor John Shepherd john@aftermarket.co.uk +44 (0) 1732 370 345 Head of Sales Angela Lyus angela@aftermarket.co.uk +44 (0) 7823 736 629 Managing Director Ryan Fuller ryan.fuller@dfamedia.co.uk Marketing Manager Hope Jepson hope.jepson@dfamedia.co.uk Production Design Anthony Wiffen production@aftermarket.co.uk +44 (0) 7851 612799 Finance Department accounts@dfamedia.co.uk +44 (0) 1732 370 340 Contributors Jamie Akhtar | Martin Brown | Bill Fennell | Rebecca Pullan | Jay Wheatley Published by DFA Media Group 192 High Street Tonbridge Kent TN9 1BE +44 (0)1732 370340 ISSN 2516-9149 Aftermarket is published 10 times a year and is sent free of charge to applicants meeting the publisher’s criteria. All others may subscribe at £60 per anum, £120 Europe and £150 rest of the world. While every care is taken to provide accurate information, the publisher cannot accept responsibility for any errors or ommisions, no matter how caused. All rights reserved. No part of the publication may be reproduced or transmitted in any form or by any means without prior consent of the publisher. The views of contributors do not necessarily represent the views of the publisher. Copyright: DFA Aftermarket Media Ltd 2025. Average net circulation July 2023 to June 2024 21,945 Why it’s not just the car that may need a service Spring has just about sprung and if you’re anything like me you can’t wait. It’s been a gloomy old winter that seems to have dragged on, one dank dark day after another. A bout of ‘man flu’ — which every self-respecting, self-pitying bloke knows when suffering is the most misunderstood of ailments — has not helped my mood as a write this month’s introduction to the magazine. But, at last, spring is just around the corner (OK, maybe a bit of journalistic licence in that regard). I would not be at all surprised if Mother Nature still has a few surprises up her sleeve before this edition reaches you online and in print. However, vehicles emerging from the ravages of winter present a business opportunity for garages as motorists finally give in and decide a service should not be put off any longer. It’s also an ideal time to think of what we mean by ‘service’ in the widest sense of the word. Is the opportunity for some welcome extra cash presenting itself on the forecourt motivation enough, or could we go beyond the proverbial extra mile in terms of customers, employees and ourselves? In uncertain economic times it can be hard to be motivated. As we report in this issue, a recent poll suggests another challenging year lies ahead, but there are still opportunities to be seized to boost businesses, not least in areas such as training and customer service. According to high-flying business mogul Sir Richard Branson: “Train people well enough so they can leave, but treat them well enough so they don’t want to.” The same approach can work with customers too, as business coach and mentor Jay Wheatley writes this month on the subject of service advisors. And even if the customer relations road gets a bit bumpy, there is still every opportunity to turn a negative experience into a positive one, as The Motor Ombudsman’s Bill Fennell explains in his article. Keeping fairness in check in the workplace is the theme of another of our food-for-thought motivational articles this month, by Carmaster Garage MD Rebecca Pullan. Leadership and service was very much on the agenda too at LKQ UK and Ireland’s recent annual conference, where I had the pleasure of hearing from business guru Geoff Ramm. I hope you find plenty of inspiration in this month’s magazine to help you and your business spring into action for the new season. Enjoy the issue! John Shepherd Editor
News 4 www.aftermarketonline.net MARCH 2025 Contents 16Business Role of service advisors 16-17 Workplace fairness 18 Importance of aftersales 19 20Technical Avoiding the hackers 20 Miracle in a bottle 22 Workshop sustainability 23 6 News & features Latest industry news roundup 6-11 Insight: The art of being social 12-13 Spotlight: State of the garage nation 14-15
News 5 www.aftermarketonline.net MARCH 2025 Subscribe to 26In focus Products 26-27 Diagnostics 28-33 Garage management systems 34-38 Remanufacturing 39-42 EVs, hybrids & aftercare 44-47 Filters 48-49 52Plus Garage visit 52-53 On the road 54-55 On the move 56-57 Tea Break 58 24Sign up now for Top Technician, Top Garage Top Apprentice 24-25
NEWS 6 www.aftermarketonline.net MARCH 2025 Bright headlights ‘force 25% of motorists to avoid night driving’ Aquarter of UK motorists are cutting back on driving at night because modern vehicle headlight systems are too bright, according to a new survey. Headlamp alignment and changes in lighting technology — from halogen to bi-xenon and LED — are among the causes cited by drivers in the RAC survey released on February 17. Around 75% of respondents who drive less do so because intense headlights make the experience uncomfortable or more difficult, according to the RAC. Almost all drivers agree vehicle headlights can be too bright, while more than a third (36%) believe most are, with a further 59% saying some of them are. Drivers aged under 35 are more likely to say most headlights are too bright (41%), as are those who drive conventional hatchbacks, estates and saloons. Of that group, 38% said most headlights are too bright, although it’s still the case that three-in-10 (29%) who drive vehicles that sit higher on the road like SUVs say ‘most are’. Meanwhile, 61% of drivers who suffer from headlight glare said the problem had worsened in just 12 months, with only 26% disagreeing. Looking at the colour of headlights, 72% of glare sufferers associated the problem with ‘whitercoloured headlights’ (which the RAC said are most likely to be LEDs or bi-xenon headlights), compared to just 3%, who thought the problem was ‘yellower-coloured ones’ (most likely to be halogen headlights). One-in-10 (11%) said both headlight colours caused the problem, while 15% were unsure. A governmentcommissioned project looking at issues most likely to lead to headlight glare is expected to report back by the summer, following campaigning by the RAC, The College of Optometrists and others. Official government statistics show that since 2013, there has been an average of 280 collisions a year where dazzling headlights were a contributory factor. Of these, six a year involved someone losing their life, the RAC said. However, this only included those collisions where a police officer attending could be sure that headlight dazzle was a factor. RAC senior policy officer Rod Dennis said: “It’s undisputable that public concern is increasing, but the reasons for glare and what can be done to reduce it aren’t nearly as clear. “The fact such a high proportion of people are also driving less at night, or wish they could, is remarkable and demonstrates the need for glare to be tackled.” But Dennis said this does need to be balanced with the potential road safety benefits afforded to people driving vehicles with brighter headlights. Join Castrol experts David Roberts and Arron Littlewood for an insightful free webinar, ‘Understanding Oil’, where they explore the critical role of engine lubrication and how to choose the right oil. They will explain the key differences between Castrol GTX, Magnatec, and Edge, and webinar attendees will learn about wet belt deterioration, how using the wrong oil can accelerate wear, and the impact of incorrect oil use on diesel particulate filters. The experts will also showcase Castrol Engine Shampoo — designed to remove harmful engine sludge and improve performance — and explain the importance of ACEA ratings. For the latest industry knowledge, including product specifications and an OEM update on changing oil grades, use the QR code here, or on page 13, to register for the webinar on March 12, 2025, from 14:0015:00 GMT. Understanding oil — join a free webinar!
CHT859 040210641 TOOL KIT SETS FROM £101.99 inc.VAT £84.99 exc.VAT Model Pieces Order Code exc.VAT inc.VAT CHT641 199 040210641 £84.99 £101.99 PRO394 90 040218394 £109.00 £130.80 CHT862 235 040212862 £109.98 £131.98 CHT859 300 040213859 £189.98 £227.98 PRO396 222 040218396 £629.00 £754.80 300 HAND TOOLS INCLUDED SEE ONLINE FOR FULL DETAILS OF THESE TOOL KIT SETS Extra tough triple layer cover Heavy duty steel tubing Ratchet tight tensioning GARAGES/WORKSHOPS CIG81220 FROM £298.80 inc.VAT £249.00 exc.VAT KEEPS THE WEATHER OUT! LENGTH UP TO 40’ ZIP CLOSE DOOR Model Dims Order Code exc.VAT WAS inc.VAT inc.VAT CIG81212 3.6 x 3.6 x 2.5m 140613584 £249.00 £298.80 CIG81015 4.5 x 3 x 2.4m 140613570 £279.00 £334.80 CIG81216 4.9 x 3.7 x 2.5m 140613574 £319.00 £394.80 £382.80 CIG81020 6.1 x 3 x 2.4m 140613572 £349.00 £418.80 CIG81220 6.1 x 3.7 x 2.5m 140613576 £389.00 £478.80 £466.80 CIG81224 7.3 x 3.7 x 2.5m 140613578 £489.00 £598.80 £586.80 CIG1432 9.7x4.3x3.65m 140613594 £1099.00 £1318.80 CIG1640 12x4.9x4.3m 140613596 £2599.00 £3118.80 BRIGHT WHITE INTERIOR JUMP STARTS Model Starts Engines up to Peak Amps Order Code exc.VAT inc.VAT JS1100 3L 1100 010310017 £86.99 £104.39 JS12/24 6L 2000 010311224 £179.98 £215.98 JS1224Li 8L 1200 010311225 £144.99 £173.99 FROM £104.39 inc.VAT £86.99 exc.VAT EXTRA LONG 1M LEADS JS1224 JS1224LI BEST SELLER Portable & adjustable Max. load of 1000kg Solid steel Folding and å [HG IUDPHV available Robust, rugged construction Overload safety valve CRANES BEST SELLER CWGC1000 020112570 PRICE CUT WAS £622.80 inc.VAT £598.80 inc.VAT £499.00 exc.VAT £263.98 inc.VAT £219.98 exc.VAT CFC100 020110142 Professional type torch with on/off control Turbo fan cooled Easy conversion to gas with optional accessories NO GAS/GAS MIG WELDER IMIG100NG 010115615 £161.99 inc.VAT £134.99 exc.VAT BEST SELLER MIN/MAX AMPS 35/90 Model Type TonneOrder Code exc.VAT inc.VAT CTJ2L Long 2 020110275 £42.99 £51.59 CTJ2250LP* Low Profile 2.25 020113070 £49.98 £59.98 CTJ3000GB Pro Garage 3 020113032 £109.98 £131.98 CTJ3000QLC Pro Garage Quick Lift 3 020113210 £114.99 £137.99 CTJ2QLP# Low Quick Lift 2 020111820 £152.99 £183.59 2 & 3 TONNE TROLLEY JACKS FROM £51.59 inc.VAT £42.99 exc.VAT * CTJ2250LP has a 2.25 tonne capacity, has a low entry of only 80mm and includes 2 sockets ‡ WAS £191.98 inc.VAT JACKS ALSO IN STOCK UP TO 5 TONNE CTJ2250LP TURBO FAN GAS HEATERS Offering low cost, HIå FLHQW KHDWLQJ Model Max. Output kW Order Code exc.VAT inc.VAT Little Devil II 10.3 010416020 £89.98 £107.98 Devil 700 15 010410182 £114.99 £137.99 Devil 900 24.9 010410186 £159.98 £191.98 Devil 1600 36.6 010410190 £189.98 £227.98 Devil 2100 49.8 010410194 £249.00 £298.80 Devil 4000 131 010414000 £479.00 £574.80 DUAL VOLTAGE IN STOCK FROM £203.98 inc.VAT 230& 110 VOLT PROPANE GAS FIRED LITTLE DEVIL II FROM £107.98 inc.VAT £89.98 exc.VAT PRO TOOL CHESTS & CABINETS SEE ONLINE FOR OUR HUGE RANGE OF TOOL STORAGE Model Description Order Code exc.VAT inc.VAT 1 CBB203C 3 Dr step up 070118012 £86.99 £104.39 2 CBB209C 9 Dr Chest 070118032 £154.99 £185.99 3 CBB217C 7 Dr Cabinet 070118057 £279.00 £334.80 £185.99 inc.VAT £154.99 exc.VAT 2 £334.80 inc.VAT £279.00 exc.VAT 3 1 Quick lift NonPDUNLQJ nylon wheels ALUMINIUM RACING JACKS Model Lifting Cap. Order Code exc.VAT WAS exc.VAT inc.VAT CTJ1500QL 1.5T 020112633 £104.99 £131.98 £125.99 CTJ1250AC 1.25T 020111818 £129.98 £167.98 £155.98 CTJ2500QLGB 2.5T 020112803 £169.98 - £203.98 CTJ1800AB 1.8T 020113202 £194.99 £239.98 £233.99 PRICE CUT NOW FROM WAS £131.98 inc.VAT £125.99 inc.VAT £104.99 exc.VAT CTJ1250AB DRILL PRESSES Range of precision bench æ RRU SUHVVHV for enthusiast, engineering & industrial applications CDP102B Model Motor (W) Speeds Order Code exc.VAT WAS inc.VAT inc.VAT CDP5EB 350 / 5 060712030 £94.99 £119.94 £113.99 CDP5RB 350 / 5 060710035 £94.99 £119.94 £113.99 CDP102B 350 / 5 060715512 £109.98 £139.14 £131.98 CDP152B 450 / 12 060715522 £179.00 £250.80 £214.80 CDP452B 550 / 16 060715575 £299.00 - £358.80 CDP352F 550 / 16 060715562 £319.00 £394.80 £382.80 CDP502F 1100 / 12 060715592 £689.00 £838.80 £826.80 B = Bench mounted F = Floor standing PRICE CUT NOW FROM WAS £119.94 inc.VAT £113.99 inc.VAT £94.99 exc.VAT 7RS TXDOLW\ EHOW GULYHQ DLU FRPSUHVVRUV IRU LQGXVWULDO FRPPHUFLDO XVHUV LQF JDUDJHV IDFWRULHV ZRUNVKRSV DQG IDUPV EDU SVL PD[ ZRUNLQJ SUHVVXUH SE46C270 Model Air. disp Air RCVR Order Code exc.VAT inc.VAT XEV16/100 (OL)‡* 14 100ltr 000112270 £589.00 £706.80 XEV16/150 (OL)‡* 14 150ltr 000112272 £659.00 £790.80 XEV16/200(OL)‡* 14 200ltr 000112274 £719.00 £862.80 XEV16/150(400V)‡ 14 150ltr 000112276 £699.00 £838.80 XE18/200 (OL)‡* 18 200ltr 000112290 £1459.00 £1750.80 XE36C200‡ 30 200Ltr 000112360 £699.00 £838.80 XE29/270‡* 28 270Ltr 000112350 £1459.00 £1750.80 XE37/270 (OL)‡* 36 270ltr 000112370 £699.00 £838.80 SE46C270‡ 40 270Ltr 000114905 £1459.00 £1750.80 INDUSTRIAL AIR COMPRESSORS FROM £706.80 inc.VAT £589.00 exc.VAT ‡V-Twin *230V PRICE CUT WAS £2554.80 inc.VAT £2518.80 inc.VAT £2099.00 exc.VAT XEV16/100 $PPHWHU Multi-position charge regulator Overload protection on charging cycle BC210C BATTERY CHARGERS /ENGINE STARTERS Model Max Amps Charge/ Boost Order Code exc.VAT inc.VAT BC125 20/120 010310125 £89.98 £107.98 BC190 38/180 010310190 £104.99 £125.99 BC210C 25/200 010311130 £149.98 £179.98 WBC180 35/180 010311500 £159.98 £191.98 WBC240 45/240 010311505 £184.99 £221.99 WBC400 60/350 010311515 £219.00 £262.80 BC520P 50/510 010311082 £259.00 £310.80 FROM £107.98 inc.VAT £89.98 exc.VAT Extra-long run fuel tanks – up to 53 litres Variable heat output ZLWK WKHUPRVWDW control DIESEL FIRED SPACE HEATERS ,GHDO IRU IDVW HIå FLHQW KHDWLQJ Model MAX output Order Code exc.VAT inc.VAT XR35 10kW 010410197 £179.00 £214.80 XR60B‡ 14.7kW 010411103 £219.00 £262.80 XR110 29.3kW 010411006 £319.00 £382.80 XR80 20.5kW 010411004 £279.00 £334.80 XR160 46.9kW 010411008 £389.00 £466.80 XR210 61.5kW 010410210 £449.00 £538.80 XR80 FROM £214.80 inc.VAT £179.00 exc.VAT ‡ WAS £274.80 inc.VAT BEST SELLER INVERTER GENERATORS Model Max Output Weight KG Order Code exc.VAT inc.VAT IG950D‡ 800W 9.3 010617107 £209.00 £250.80 IG1700F 1700W 22 010617095 £249.00 £298.80 IG1200D 1100W 12.4 010617112 £279.00 £334.80 IG3500AF 3400W 35 010617125 £359.00 £430.80 IG2200A* 2200W 26.6 010617121 £419.00 £502.80 IG4000O 3800W - 010617130 £899.00 £1078.80 ‡WAS £262.80 inc.VAT *WAS £514.80 inc.VAT OWAS £1162.80 inc.VAT IG2200A 2.2 KVA PRICE CUT NOW FROM WAS £262.80 inc.VAT £250.80 inc.VAT £209.00 exc.VAT 36296 FRIENDLY STORES NATIONWIDE FREE 500 PAGE CATALOGUE GET YOUR FREE COPY! • IN-STORE • ONLINE • PHONE 0844 880 1265 Britain’s Tools & Machinery specialist! www.machinemart.co.uk Calls to the catalogue request number cost 7p per minute plus your telephone company’s network access charge. Calls may be monitored. All prices correct at time of going to press. We reserve the right to change products and prices. All products subject to availability, E&OE. BARNSLEY, S71 1HA 01226 732297 B’HAM GT. BARR, B43 6NR 0121 358 7977 B’HAM HAY MILLS, B25 8DA 0121 771 3433 BOLTON, BL3 6BD 01204 365799 BRADFORD, BD1 3BN 01274 390962 BRISTOL, BS5 9JJ 0117 935 1060 BURTON, DE14 3QZ 01283 564708 CAMBRIDGE, CB4 3HL 01223 322675 CARDIFF, CF24 3DN 02920 465424 CARLISLE, CA1 2LG 01228 591666 CHELTENHAM, GL52 2EH 01242 514402 CHESTER, CH1 3EY 01244 311258 COLCHESTER, CO1 1RE 01206 762831 COVENTRY, CV1 1HT 02476 224227 CROYDON, CR2 6EU 0208 763 0640 DARLINGTON, DL1 1RB 01325 380841 DEAL KENT, CT14 6BQ 01304 373434 DERBY, DE1 2ED 01332 290931 DONCASTER, DN2 4NY 01302 245999 DUNDEE, DD1 3ET 01382 225140 EDINBURGH, EH8 7BR 0131 659 5919 EXETER, EX2 8QG 01392 256744 GATESHEAD, NE8 4XA 0191 493 2520 GLASGOW, G4 9EJ 0141 332 9231 GLOUCESTER, GL1 4HY 01452 417948 GRIMSBY, DN32 9BD 01472 354435 HULL, HU9 1EG 01482 223161 ILFORD, IG2 7HU 0208 518 4286 IPSWICH, IP1 1UZ 01473 221253 LEEDS, LS4 2AS 0113 231 0400 LEICESTER, LE4 6PN 0116 261 0688 LINCOLN, LN5 8HG 01522 543036 LIVERPOOL, L3 5NF 0151 709 4484 LONDON CATFORD, SE6 3ND 0208 695 5684 LONDON EDM'TON, N18 020 0208 803 0861 LONDON LEYTON, E10 7EB 0208 558 8284 LUTON, LU4 8JS 01582 728063 MAIDSTONE, ME15 6HE 01622 769572 MC CENTRAL, M8 8DU 0161 241 1851 MC OPENSHAW, M11 1AA 0161 223 8376 MANSFIELD, NG19 7AR 01623 622160 MIDDLESBROUGH, TS17 6BZ 01642 677881 NORWICH, NR2 4LZ 01603 766402 NORTHAMPTON, NN5 5JW 01604 267840 NOTTINGHAM, NG1 1GN 0115 956 1811 PETERBOROUGH, PE1 2PE 01733 311770 PLYMOUTH, PL4 9HY 01752 254050 POOLE, BH14 9HT 01202 717913 PORTSMOUTH, P03 5EF 02392 654777 PRESTON, PR2 6BU 01772 703263 SHEFFIELD, S2 4HJ 0114 258 0831 SIDCUP, DA15 9LU 0208 3042069 SOUTHAMPTON, SO17 3SP 02380 557788 SOUTHEND, SS9 3JJ 01702 483742 STOKE-ON-TRENT, ST1 5EH 01782 287321 SUNDERLAND, SR2 9QF 0191 510 8773 SWANSEA, SA7 9AG 01792 792969 SWINDON, SN1 3AW 01793 491717 TWICKENHAM, TW1 4AW 0208 892 9117 WARRINGTON, WA2 8JP 01925 630937 WIGAN, WN5 9AU 01942 323785 WOLVERHAMPTON, WV4 6EL 01902 494186 WORCESTER, WR1 1JZ 01905 723451 EASY WAYS TO BUY... 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NEWS 8 www.aftermarketonline.net MARCH 2025 Survey says lack of information ‘barrier’ to hiring apprentices UK garage owners say a lack of information is a major barrier for them in hiring apprentices, according to a new survey. Nearly two-thirds of owners (64%) told the survey by FixMyCar that they did not have enough information or knowledge for hiring, while 34% said they would be interested in taking on an apprentice. The sample poll of 112 independent garages on FixMyCar’s network, released last month, found that interest and enthusiasm for hiring apprentices was not the issue when it came to tackling the industry’s skills shortage. More than a quarter (28%) admitted they had no idea about apprenticeships at all, from how they work to how to set one up at their garage. ‘Investing’ This data highlights a significant barrier to entry that is negatively affecting not just the careers of young people, but the aftermarket itself, FixMyCar said. Meanwhile, garages that already hire apprentices gave the thumbs up to opening their doors to the auto sector’s next generation of professionals. Sunny Bhardwaj, of KAM Servicing in Derbyshire, said: “We believe that by investing in apprenticeships and apprentices that we are future proofing the company as we look to expand our services while moving forward with future technologies and ecological solutions.” Tom Norbury, of Wilco Motosave in Lincoln, said: “We employ apprentices in the shops and also the fitting bays. We value our apprentices and spend a lot of time and money on training and developing their skills, as they are the future of our business.” Neal Rhodes, head of technical training and apprenticeships at National Group Protyre Autocare, said taking on apprentices can be a complicated process. While garages are willing, they don’t always understand the commitment required, he said. Head of garage network at FixMyCar, Matt Wrankmore, said: “There is a clear knowledge gap that is creating yet another recruitment barrier for these garages. “It’s more important than ever that this is recognised and acknowledged within the industry, as it is a responsibility we all share.” Meanwhile, FixMyCar said it is providing all subscription garages on its network with an apprenticeship advice guide to help bridge this knowledge gap. Niterra UK has unveiled special anniversary livery to mark the firm’s five decades of business in the UK and Ireland. The custom design, which will be used throughout 2025, pays tribute to the firm’s innovation and success, taking inspiration from the product that ignited it all — the spark plug. The commemorative livery integrates key elements from Niterra’s leading brands, including NGK Spark Plugs, NTK Vehicle Electronics and Niterra itself. Becca Knight, marketing manager at Niterra UK, said the milestone reflected the overall progression of the automotive industry in the UK. The half-century celebrations will include a number of events during the year, such as Niterra UK’s presence at Automechanika Birmingham in June. ALLDATA Europe is set to boost availability of its products under a partnership signed with Würth Spain. The companies said on February 12 the agreement was historic for both as well as the independent Spanish repair sector. The partnership enables automotive professionals to buy ALLDATA’s repair solutions via Würth Spain’s large sales team consisting of hundreds of employees. ALLDATA is a prominent provider of original vehicle manufacturer diagnostic, repair and maintenance data in Europe. Würth Spain is a leader in the distribution of fastening and assembly materials. As vehicle technology evolves exponentially, with the growing influence of EVs and ADAS systems, diagnostic methods and repair techniques must also advance, ALLDATA said. Niterra UK sparks 50th anniversary celebrations ALLDATA products boost with Würth
For more information contact Dave Reece or Julie Eley at dave@ready4work.uk or julie@ready4work.uk or contact us through the website. www.schoolofthoughtautomotive.co.uk THE PORTALFROM SCHOOL OF THOUGHT AUTOMOTIVE MAKING IT EASIER FOR THE NEXT GENERATION TO FIND YOUR BUSINESS FOR ‘FREE’. School of Thought will be opening our special portal to nearly 3 million young people in 2025 making it easy to find companies in their area offering Work Experience, Apprenticeships or a job and it’s ‘FREE’ for the company and the applicant. Step One: www.schoolofthoughtautomotive.co.uk Step Two: Register for AWE24 as an Employer.
NEWS 10 www.aftermarketonline.net MARCH 2025 UK garages affected by the recent disappearance of Google reviews are beginning to see their feedback restored as the tech giant works to resolve the issue, Garage Service Online (GSO) has reported. Independent workshops were among thousands of businesses globally that reported legitimate customer reviews being unexpectedly removed from their Google Business Profiles. GSO, an online lead generating service for garages, suggested the issue was likely caused by two separate problems at Google. “Two key issues seem to have been at play here,” said Jim Lang, MD at GSO. “First, a bug affecting the review count on Google Business Profiles. While the count might show a specific number of reviews, there could actually be more on the system. “The second issue appears to be related to a recent update in Google’s algorithm, which seems to have affected both first-party and third-party reviews for some businesses.” GSO said it believed that Google’s latest algorithm, designed to detect and remove fraudulent reviews, may have inadvertently deleted genuine feedback. This has left garages vulnerable, potentially damaging their online reputation and affecting their visibility in search results. “From what we’ve seen so far, the original review totals appear to have been restored for a number of garages,” Lang said. “It’s a positive sign that Google is addressing the problem. Online reviews play a critical role in establishing credibility and trust with customers, so we’ll be keeping our clients updated as more information becomes available.” Garage owners are advised to regularly check their Google Business Profiles for missing reviews and stay informed through Google’s official support channels. GSO clients are encouraged to contact the company for assistance if discrepancies arise. Castrol has announced a new collaboration with the Honda HRC Factory Moto GP Team, set to compete in the 2025 MotoGP World Championship season. Castrol, part of the bp group, will become Honda HRC’s main sponsor and will provide lubricants, fuels, and technical support — testing and developing motorcycle lubricants in the most extreme race environment. The oil brand’s motorcycling association with Honda dates back to 1959, when Honda marked its first international motorcycle race at the Isle of Man TT. Over more than six decades, Castrol has supported several Honda teams in international motorcycle racing and helped deliver over 500 wins. Honda’s history and success in Grand Prix motorcycle racing is unmatched, with a track record of 25 premier class Constructors’ World Championships, 21 premier class Riders’ World Championships and 313 premier class wins. Heading into the 2025 season, both Honda and Castrol are committed to reclaiming a leading position in the MotoGP World Championship. Sandeep Sangwan, Castrol chief marketing officer, said: “Castrol has a long history of using motorsport to showcase its technical capabilities and co-engineer new technologies. “With our strong commitment to performance and innovation, and our passion for motorcycle racing, we are truly excited to collaborate with Honda for their new Honda HRC Castrol Factory Moto GP Team. “This collaboration is a great opportunity for Castrol to connect even more closely with motorcycle racing fans and bike enthusiasts. Castrol wishes the team lots of success for the upcoming 2025 MotoGP World Championship season.” Koji Watanabe, president of Honda Racing Corporation, said: “We have enjoyed great success with Castrol in the past and in other categories, so it was a natural fit. Everyone is working hard to bring success to the MotoGP World Championship in 2025, we must continue to remain focused and diligently walk the path ahead of us. “With Joan Mir and Luca Marini (pictured left and right, respectively), we have two strong and talented riders to help us push forward on this journey. Racing is at the very core of Honda, and I am sure that we will achieve more success.” Castrol in fast lane with Honda racing deal Google ‘resolving’ garage reviews glitch, says GSO
NEWS 11 www.aftermarketonline.net MARCH 2025 Garage industry leaders are to hold crunch talks with the government in an ongoing campaign to resolve the “stagnant” MOT price cap that they say is causing significant financial strain to the sector. The Independent Garage Association has been pushing for a meeting with ministers over the cap, which has remained unchanged for more than 14 years. Now the association has been invited to talks with future of roads minister Lilian Greenwood, the IGA revealed. The meeting will focus on the essential nature of MOT tests in maintaining the UK’s road safety record and improving environmental standards and stress how the unchanging fee, amidst significant rising operational costs, threatens the viability of independent garages. IGA chief executive Stuart James welcomed the chance for direct talks. He said: “This meeting is a crucial step in highlighting how the unchanged fee, coupled with inflationary pressures and additional costs outlined in the recent autumn budget, creates an unsustainable environment for many independent garage businesses. “The IGA is advocating for a fairer economic landscape that not only supports independent garages but also prioritises consumer safety and workforce development.” The MOT test is a cornerstone of road safety and consumer protection in the UK, ensuring that vehicles meet essential safety and environmental standards, the IGA said. But maintaining the quality and integrity of MOT testing in the face of rising costs and evolving vehicle technologies requires adequate funding. Increasing the MOT fee is a pragmatic and necessary step to ensuring garages can invest in advanced equipment, infrastructure, and ongoing training for technicians, the IGA said. Energy and petroleum giant TotalEnergies has agreed a deal to supply lubricants to specialist UK automotive parts distributor Motor Parts Direct (MPD). Under the deal with TotalEnergies Marketing UK, MPD said its 14,000-plus customers will be offered the latest in lubricant technology, featuring nextgeneration and sustainable products. MPD, which was acquired by South Africa-based automotive group Motus in 2022, has a UK network of 181 branches, 15 distribution hubs and a large delivery fleet. David Valentyne, aftermarket sales manager at TotalEnergies Marketing UK, said MPD’s customers would benefit from the TotalEnergies’ nextgeneration Quartz range of automotive lubricants. Brakes manufacturing giant Brembo has hailed the resilience of the company in the auto sector as it posted revenues of more than €3.8 billion (£3.2 billion) in preliminary results for 2024. Brembo said on January 30 EBITDA was €661.6 million, also in line with the previous year’s figure and market guidance, representing 17.2% of revenues. The company said the stable preliminary results came against the backdrop of what it described as a complex global scenario, marked by significant difficulties in the automotive industry. Executive chairman Matteo Tiraboschi said: “These preliminary results confirm the solidity of Brembo’s business model despite the challenging times faced by our industry. Our strength lies in continuous innovation.” For peace of mind always use a Garage Equipment Association member. GEA accredited engineers work to an industry code of conduct. Your assurance their skills and knowledge have been independently assessed. IS YOUR EQUIPMENT ENGINEER GEA ACCREDITED? Ask your engineer for his accreditation card ! The Upholders of Industry standards since 1945 The Garage Equipment Association www.gea.co.uk GEA ACCREDITED ENGINEER Name Company Discipline Exp Date ID Number XX123456 XX123456 XX123456 XX123456 XX123456 Future of roads minister in MOT fee cap talks Brembo welcomes preliminary results Lilian Greenwood: Parliamentary UnderSecretary of State for Future of Roads TotalEnergies in MPD lubricants deal
Insight 12 www.aftermarketonline.net MARCH 2025 The art of being social Bill Fennell, chief ombudsman and MD at The Motor Ombudsman, on how garages can maintain a positive reputation through effective management of consumer complaints and negative feedback on social media In the digital era, social media is a valuable marketing tool that can provide valuable free exposure to help drive customer footfall and business leads for garages. At the same time however, these powerful online platforms can also bring unwanted publicity and compromise reputation, as they have become one of the primary channels through which customers can express concerns and complaints about a product or service they have received. On this point, customers can be quicker to turn to the likes of X, Facebook, Instagram, or even LinkedIn, to express a grievance in such a public forum, than to give praise. For garages, social media therefore brings parallel lands of challenge and opportunity, i.e. managing potentially reputation-damaging negative feedback in this virtual arena, whilst at the same time, capitalising on the many benefits that it brings for business development, publicity and customer loyalty. Monitor user activity and comments With social media being a 24/7, 365-day-a-year real-time communications tool, a key action is to keep a close eye on user interactions with your pages and posts. This is especially relevant if your garage is highly active on these platforms, and uses social media as a key form of regular communication and as a ‘shop window’. In fact, frequent monitoring allows timely responses, to both celebrate customer endorsement following a positive experience, but conversely, it allows any negative concerns to be swiftly ‘nipped in the bud’ before they give rise to any unwanted escalation and amplification. For example, this may include users tagging their members of parliament, ‘consumer champions’ in the press, or consumer complaints programmes on TV or radio, into their posts, in an attempt to bring further attention and impact to their concern and/or negative exposure towards a business. Ultimately, how fast you respond can act as a gauge for consumers in terms of how reputable and customer-focused you are as an organisation, meaning time is often of the essence. Respond publicly, resolve privately Some consumers may choose to express their dissatisfaction publicly in the first instance to achieve greater visibility. This may be on your Facebook wall or through tagging your ‘@ handle’ on X so that the post is visible to others in their feed. In these instances, it is essential to publicly acknowledge their complaint or comment to show that you’re listening to them, but to then take the conversation offline to help ‘contain’ and diffuse the situation. This is particularly important because, with social media being a public facing platform, any conversations published, are visible to any other user via this interface, used by millions every day. Such a statement can be as brief as: “Dear X, thank you for bringing this to our attention. We are sorry to hear about your experience with us, and we will look to resolve this as quickly as possible.” A short and empathetic reply in direct response to the consumer’s concern can show that you value the individual and understand the reasons behind their frustration, and that your business is willing to spring into action to put things right with an appropriate remedy. By demonstrating an open approach and a willingness to engage, this also gives a chance to diffuse the situation through more informal channels, and help offset the chance for the dispute to turn into an official complaint, which may be more substantial in nature and
Insight 13 www.aftermarketonline.net MARCH 2025 call on a greater level of resource to resolve through in-house processes. Protect personal information After acknowledging the complaint publicly, taking dialogue behind closed doors can be through an invitation to a customer to send your garage an e-mail, or to make contact via a dedicated telephone number where their complaint can be addressed further. Alternatively, the conversation can be brought to a private channel such as direct messages (DMs) on X, or to Facebook Messenger, for instance: “When convenient, and if you are happy to do so, please can you send us a DM / message with your full name and contact details so that we can look into this further for you.” For data protection purposes, a customer should never be asked or encouraged to divulge personal information in a public facing area of a social media platform. Individuals often use pseudonyms or nicknames as their social media persona for a degree of anonymity when posting, meaning asking for identifiable information in a private environment, such as a direct messenger, is a legitimate request to be able to assist them further. Maintain consistency and professionalism When addressing complaints, either directly, or via a channel such as social media, it pays off to maintain a positive and constructive relationship with a customer for long-term loyalty and repeat business. This can be achieved through a consistent, measured, and personable approach when handling complaints, thereby reinforcing the professionalism and credibility of your business. Follow up after a resolution Once the issue has been resolved, it is good practice to follow up with the customer to ensure they’re fully satisfied with the solution that has been proposed. A simple message or call shows that your business is committed to high standards of customer care. Asking for feedback on how their complaint was dealt with can equally help improve internal procedures and services to avoid similar issues from arising in the future. The effective management of complaints on social media is not just about damage limitation and ‘firefighting’, but is also about demonstrating your commitment to the upmost customer satisfaction and highlighting a positive reputation. By adopting such a proactive approach, this gives the chance to turn potentially negative experiences into opportunities for growth and improvement, and to build loyal and longlasting relationships with customers. Visit www.TheMotorOmbudsman. org/join for more information about accreditation to The Motor Ombudsman’s Service and Repair Code. Join Castrol experts David Roberts and Arron Littlewood for their free-to-attend webinar as they take a detailed look at Castrol GTX, Magnatec, and Edge, wetbelt deterioration, DPF risks, and ACEA ratings. Get the latest on OEM oil grade updates and discover how Castrol Engine Shampoo keeps engines clean. The webinar, on March 12, 2025, is a must-attend for technicians, garage owners, and auto professionals. Use the QR code to register now.
Spotlight 14 www.aftermarketonline.net MARCH 2025 Garages facing ‘perfect storm’ Workshops face a challenging year in the face of tough economic headwinds, according to a new poll — but investments in staff, training and new technologies offer the promise of a silver lining Businesses across the UK are braced for a year of heavy economic weather, not helped by the impending increase in National Insurance, and the automotive sector is no exception. A new poll of independent garages and franchise dealer workshops has revealed that rising operational costs, taxes and utility bills are set to pose the biggest challenge for almost nine in 10 (89%) vehicle repairers this year. According to The Motor Ombudsman’s (TMO) latest annual survey*, this is 14 percentage points higher than last year — suggesting firms may encounter greater financial strains in 2025 when compared to the previous 12 months. This comes at a time when consumer purse strings are already being tightened, according to the poll, which will likely have greater urgency due to increasing energy prices. Bill Fennell, TMO’s chief ombudsman and MD, said the survey showed an interesting juxtaposition of rising costs to operate on the one hand, and less revenue due to consumers delaying repairs and maintenance on the other — setting the scene for a more challenging trading environment. “This of course may be amplified by continued difficulties recruiting qualified staff to meet customer demand, meaning some significant headwinds persist this year for the nation’s garages and workshops.” TMO’s research of more than half of repairers (56%) indicates motorists are expected to cut back on essential repairs in a bid to save money, with 48% saying similarly that they are forecasting vehicle owners to forgo ad hoc maintenance and routine maintenance, such as servicing, to cut running costs in the shorter term. SMMT: More than 550 new apprentices have already joined the sector this academic year
Spotlight 15 www.aftermarketonline.net MARCH 2025 The impact of rising costs will likely be felt further with the price of parts to repair vehicles also on course for an increase, according to 52% of those polled, with ongoing component shortages and inflation adding to the mix. This risks piling on the pressure for the garage sector, with more than 40% of those surveyed explaining they will try to avoid passing on extra costs to customers this year. Meanwhile, nearly half of repairers surveyed said recruiting skilled technicians and others would likely be another hurdle this year. And when asked specifically about staff challenges, the majority (55%) said that they had to increase pay last year to both attract and retain existing employees. However, 42% of respondents still plan to invest in the refurbishment of their premises, with 39% saying they intend to expand their workforce. In addition, 29% of respondents said they are looking to review their opening hours this year to offer an improved work-life balance to staff. Around a quarter said that they plan to grow their pool of key suppliers to help drive down possible delays to the repair of customer vehicles. The increasing popularity of new and used EVs is also proving to be a twosided coin. With EVs requiring fewer mechanical parts than petrol and diesel models, maintenance needs are being reduced and 21% of repairers said batterypowered cars would provide less scope for extra revenue — dropping from 26% in last year’s survey, and the high of 32% seen in the same study about expectations ahead of 2023. However, a separate survey by the Society of Motor Manufacturers and Traders (SMMT) indicated that new technology is a silver lining that offers promising opportunities. Top employers in the UK automotive sector are investing in a major skills drive to grow apprenticeship numbers by almost a sixth in 2025, as manufacturers embark on a ‘green growth decade’, SMMT said in a February update. More than £20 billion of investment has been committed to Britain’s EV transition in the past two years alone, bringing with it demand for a highly skilled workforce adept in the latest technologies. From R&D and manufacturing to the supply chain, maintenance and repair, there are hundreds of new and exciting opportunities up for grabs, with some highly skilled positions most in need including design and development engineers, EV technicians and specialists in batteries and power electronics. SMMT said these roles reflect an evergreener industry, with more than 180 different zero emission vehicle models — cars, vans, trucks and buses — already available in the UK and more coming in 2025. According to the SMMT, more than 550 new apprentices have already joined the sector this academic year, with an additional 740 apprenticeships still available. Among the major automotive employers surveyed by SMMT, apprenticeship numbers are set to increase by 16%. That growth builds on previous years, with a near 41% rise in new apprenticeship starts in 2023 alone, according to the latest full year of apprenticeship data. SMMT said this is a trend that will continue to bring longterm, well paid and rewarding careers in the UK over the next decade. *Launched in 2022, TMO’s yearly poll is designed to give an on-the-ground ‘snapshot of sentiment’ of businesses operating in the UK’s service and repair sector. The latest survey, released earlier this year, saw 104 service and repair businesses respond online between November 4-22, 2024. Visit https:// www.themotorombudsman.org/usefulinformation/industry-insights for detailed results in the Motor Ombudsman Service and Repair 2024 review and 2025 outlook. Changes planned for 2025 42% to boost service & repair 24% expansion of key suppliers 21% training & webinar attendance 19% expansion of workshop & MOT bays Main operational challenges in 2024 YHPZPUN WYPJLZ [V Z[H` WYVÄ [HISL 62% recruiting experienced technicians 59% higher energy bills & costs 53% customers skipping routine work Many garages plan investment to improve service and repair experience Motorists expected to cut back on essential repairs to save money
Business 16 www.aftermarketonline.net MARCH 2025 Going beyond bookings In this second of a two-part article for Aftermarket, Jay Wheatley AAE MIMI, business coach and mentor at Absolutely Automotive, looks at how service advisors drive efficiency and satisfaction A service advisor is more than just an intermediary between the customer and the technician. They’re the linchpin that ensures smooth operations, efficient workshop loading, and excellent customer service. But what truly makes an effective service advisor? A highly effective service advisor doesn’t simply take bookings, they anticipate needs, manage expectations, and build lasting relationships. They bridge the gap between the customer and the workshop, ensuring a successful outcome. Here we explore the key skills needed, and why their role is pivotal to both customer satisfaction and business profitability. Understanding the customer, the secret to smooth repairs One of the most powerful tools a service advisor has is the ability to understand who their customer is, not just which repair they need. Knowing a customer’s driving habits, how they use their car, and what they value most in service can lead to smoother interactions. Let’s consider an example: Bob, a regular customer, has a report that shows his battery is failing. However, he declines the repair, explaining he’s never had any issue with it. A typical reaction might be to let Bob go on his way, leaving the issue unresolved until the imminent breakdown. But should we stop there? Our service advisor knows Bob uses his car to drive to the train station, where it remains parked all day. The service advisor explains how batteries often fail when least expected. Replacing the battery now could prevent a frustrating non-start at the station on a rainy evening, preventing a smooth journey home. In this example, the service advisor is guiding Bob to make an informed decision, rooted in his own personal situation. By focusing on how the repair aligns with Bob’s needs, we can deliver the best solution in a way that feels like advice rather than a hard sell. When a service advisor takes the time to understand the customer’s lifestyle and tailor recommendations accordingly, customers are more likely to trust the garage, return for future repairs, and recommend the service to others. Managing expectations, creating a smooth process Another hallmark of an effective service advisor is their ability to manage workflow efficiently. This isn’t just about getting the day’s work done, it’s about ensuring the team is prepared, the customer is informed, and no one is caught off guard by unexpected delays or costs. A skilled service advisor knows the importance of clear communication. They set realistic expectations, explaining the timeline, costs, and potential complications from the outset. They understand the value of guiding the customer through the entire process. From booking the appointment to explaining the diagnosis, every step is part of the journey that strengthens the relationship. By aligning customer expectations with what is actually possible, the service advisor can prevent misunderstandings and maintain customer satisfaction. The team player, supporting workshop efficiency This is where a service advisor’s ability to support the technicians becomes invaluable. A highly effective service advisor doesn’t just pass jobs along to the workshop, they help ensure the team is well-prepared and wellinformed throughout the day. Those who manage workshop loading effectively and communicate clearly with technicians help prevent delays and mistakes. They ensure that jobs are allocated the right amount of time, parts are ordered in advance, and they have the right tooling for the job. This eliminates unnecessary back-and-forth dialogue between the workshop team and front of house. Moreover, the service advisor acts as the go-between, translating the customer’s needs and concerns into clear instructions for the technicians. This not only improves efficiency but also leads to better team morale. Right customer, right job The ability to assess which jobs and customers are the right fit is crucial to the success of the business. At times we should be able to turn away work that doesn’t align with the garage’s expertise or values. For instance, some customers may have unrealistic expectations or bring Jay Wheatley AAE MIMI, business coach and mentor
Business 17 www.aftermarketonline.net MARCH 2025 in cars with issues that are outside the scope of the garage’s offering. While it’s tempting to take on every job, a savvy advisor knows that focusing on the right customers, and the right types of repairs, leads to better business outcomes. By vetting customers and being clear about what the garage can and cannot do, service advisors protect the team from overburdening and ensure that the work done is high-quality, which in turn builds a better reputation. Understanding profitability Being able to understand and manage financial aspects of the job includes areas such as labour rates and margin on parts sales. A service advisor who is aware of the financial goals will make better recommendations and ensure that each repair contributes to the overall profitability of the business. By understanding how to accurately cost a repair, advisors ensure that the garage stays profitable without overpricing customers. Additionally, they present estimates in a way that highlights the value of the repair, helping customers understand why it’s necessary without feeling like they’re being ‘sold to’. The unicorn, attaining a highly effective service advisor When rolled into one, this all might sound like that search for a unicorn, but it’s not. With the right training, a service advisor can develop the skills and mindset needed to become highly efficient in their role. Everything from communication skills and defining customers, to understanding workshop dynamics and profitability. It’s about developing them to handle any situation, from the everyday to the complex with confidence. My passion for this topic led to a collaboration with Technical Topics to co-develop specific service advisor training. It ensures we can give them the tools and skills they need to succeed. High-impact role that drives the business The highly effective service advisor is a game-changer for any garage. We want them to be the best they can be, after all they are the face of the business. If they have the skills needed, they can cement your team into a cohesive unit and deliver a service that customers keep coming back for. The service advisor acts as the go-between, translating customers’ needs and concerns into clear instructions for technicians. To contact Jay directly, scan the QR Code A skilled service advisor sets realistic expectations, explains the timeline, costs and potential complications
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