As the founder of the Ford Motor Company, Henry Ford, famously stated: “You can’t build a reputation on what you are going to do.”
It is a philosophy that holds strong with managing director of Anderson Clark Motor Repairs Inverness, Graham Clark, who is celebrating the company’s 17th anniversary this year.
Part of the Bosch Car Service network, Anderson Clark Motor Repairs prides itself not only on its reputation for technical expertise and experience, but also its commitment to customer care and value for money.
In conjunction with Bosch, Anderson Clark Motor Repairs has successfully secured approval for its consumer code of practice under the Office of Fair Trading’s Consumer Codes Approval Scheme.
Setting a new benchmark for the vehicle servicing sector, customers are promised that they will receive a high standard of service and will be treated fairly should any problems arise. It ensures the customer’s best interests beyond the basic requirements of the law.
- a requirement to provide clear pre-contractual information including completion times, the offer of a written estimate that includes the cost of parts, labour, any other costs or services and VAT
- cancellation rights exceeding those available at law
- guarantees on the work carried out (parts and labour)
- a requirement for Bosch Car Service members not to recommend or carry out work which is unnecessary or unnecessarily expensive
- formal procedures for dealing with consumer complaints with a free conciliation service if a member’s own complaints procedure does not resolve an issue
- an independent redress scheme (arbitration)
And to ensure those standards are maintained, regular anonymous visits are paid to test the technical and customer handling skills of the Bosch Car Service network plus annual audits to ensure the code is adhered to.
“Without a doubt it is the personal touch that has helped build the business over the last 15 years/’ Graham says.
“Our years of experience and expertise enable our clients to put their trust in us.
We’ve got many of the same customers from 15 years ago, so I’m very grateful for their loyalty.
“All of our staff are also trained as part of the Bosch Car Service training scheme in customer care.”
But it is not just customer care that is delivered at the highest level. Technical staff, including Graham, are enrolled in the Automotive Technician Accredited (ATA) scheme to ensure they are trained to a recognised, high standard.
In addition, Graham has recently completed Bosch’s new Diagnostic Technician qualification, making him only the second person in Scotland – and among just 13 in the UK – to complete the new course which provides technicians with the core skills, competence and hands-on confidence required to take on both modern and automotive service, and diagnostic interrogation and resolution.
Graham will soon be joined by workshop foreman Kenneth MacPherson who is also undertaking the qualification.
Said Graham: “I’m delighted to have completed the series of courses. It was very challenging but provided a valuable accreditation that will be very useful in ensuring our customers have access to the best service, technical knowledge and equipment.
“I think it is appropriate to mark such a significant birthday with such high quality qualifications, so Kenneth and the rest of our staff are also planning to take the courses.”
Graham, who has worked in the automotive industry for 34 years, has also been building for the future with a new additional work bay capable of handling larger vehicles up to 3,500 kg for MOT testing and repairs.
“Times are changing rapidly and demand is getting stronger; customers require a greater range of work to be done at quicker speeds,” said Graham.
“Building another bay will enable us to satisfy our customer’s needs more promptly.”
Howard Price, Bosch Car Service concept manager, added: “A big congratulations to Graham and good luck to the rest of the team in completing their qualifications. It’s a great achievement and something they should be really proud of-Anderson Clark Motor Repairs is a great asset to the Bosch Car Service network.”
As well as being part of the Bosch Car Service network, the motor leader in electronic diagnostic equipment for Petrol Fuel Injection, Diesel Fuel Injection and AB5 braking systems, the centre offers a wide range of services including MOT testing and repairs, air conditioning, towbar fitting, laser wheel alignment, and in addition courtesy cars and vehicle recovery in the Inverness area.
Fleet management is a major part of the centre’s business and testament to the trust commercial clients, (which include Hydro Electric, Korrie Plumbing and Heating, National Windscreens, Alliance Timber Preservation and Acorn Signs to name but a few} place in Anderson Clark Motor Repairs. Commercial clients are referred through 1 Link which is the leasing and fleet industry’s trading platform for servicing, buying, selling and hiring vehicles.
Since being set up in 1996 by Graham and business partner, the late David Anderson, Anderson Clark Motor Repairs has established itself as the premier independent MOT, motor vehicle servicing and repair centre in the Highlands.
Through its continued dedication to customer care, quality service and value for money over the years, the firm has established and, perhaps more importantly, maintained an enviable reputation.
Customers of Anderson Clark Motor Repairs are more than just a registration number.