Interesting debate guys.

It is my belief that a good garage is built on old fashioned ethics. I & my staff try to treat each customer & their concerns as if we were dealing with our own mother or loved one. If you think your mums set of pads will last another six months then tell the customer that. They will usually appreciate the honesty & the "culture shock" they experience with you, will generally give them cause to tell a few folks. Now that's your advertising budget slashed to zero!

I also think it is important to look after your existing clients rather than chase new work. Instead of spending 300 quid a week on adds in the local papers, why not give your customers car a wash once its been serviced. Give your good customers something to smile about & they will promote you far better than any advert.

That said, customers need to appreciate what you are offering. I am not particularly tolerant of customers who expect the impossible or display unreasonable distrust. I like to be given the benefit of the doubt until I give cause to think otherwise. When I look at some of the bandits that trade in my area, I get more than a little defensive when I am challenged over my costs & ethics!

Good Garage Schemes are a joke generally as the only prerequisite is that the applicant has to "cross a palm" with 20 pieces of hard earned. Sod that! Forte's own scheme has promoted one of my local Tyre & Exhaust Centres to the status of "Good Garage". Who the hell are Forte to apportion credibility? Yes their products are fine, but does that elevate them to a position where they have a right to an opinion? Absolutely not!

I think it is also important to question ones own business model too. I have not had a tyre pressure gauge or torque wrench calibrated in quite a while! Where does this "faux pas" place me in the scheme of things?

Tony, your post hit many nails on the head. If Snap-On were to have a crystal ball & magic wand for sale on their van I reckon they would fly off the shelf, for the "tongue in cheek" novelty value. I know I would love to have them on my desk, for those magic customer moments

Cheers all

Dave