Question 1

Are you an insured business and do you guarantee your work?

Accepted Answer

Yes we are insured - we guarantee our service work for a period of 12 months, we are a VACC member - AAFRB registered and have public liability insurance - we go out of our way to satisfy customers who may have experienced a problem after attending our centre

Question 2

How did you decide to get into your line of work?

Accepted Answer

I was working for the company and purchased it in 2009 when it became available for sale - I had limited experience within running a mechanical workshop but lots of experience in customer service

Question 3

Do you have a favourite customer story you would like to share?

Accepted Answer

I have many but one that comes to mind happened just prior to Christmas 2013 when a regular elderly pensioner customer of ours came in for his yearly service, he choose to use our waiting room while the work was done and while chatting to him I realised his wife had become bedridden and had been diagnosed to remain bedridden, he was unable to leave her alone for extended periods of time  and money was very very tight - I thought about this and how much the service cost of $200 wasn't going to change my life but would definitely help him out so I decided to do the service for free, he was very appreciative and called in the next week with a card.  Naturally this is a business and we are not the business of doing work for free however this one time seemed appropriate.

Question 4

What do you like most about your job?

Accepted Answer

Customer Service - I love being able to provide an outstanding customer service experience to all our customers - We have small details within the business that make sure the customer is aware how much we appreciate their business

Question 5

What questions should a customer ask to hire the right service professional?

Accepted Answer

Have you worked on this type of car before Are you mechanics fully qualified Are you registered with an appropriate industry certified organisation What is involved in the service I have requested Should I expect to get the car back the same day

Question 6

What questions do customers commonly ask and how would you answer them?

Accepted Answer

Q, How long will the service take - A, tell them how long we expect it to be  Q, How much will it cost - A, give then the base cost price and make sure they are aware that any extra parts will result in a higher fee

Question 7

What makes you the most reliable and trustworthy person for the job?

Accepted Answer

Honesty - we do not over quote - we do not complete work without the permission of the vehicle owner - we report any potential future problems for the vehicle - we discuss all issues with the customer at all times

Question 8

Why should a customer hire you over another service provider?

Accepted Answer

Best customer service in the Industry - we pride ourselves on honesty and providing full information to customers PRIOR to completing any work ie: No nasty surprises up collection of your vehicle - Loan cars - ony 800 metre to Lilydale - Customer focused waiting room - we employ only fully qualified mechanics

Question 9

What are the typical things that you need to know before you can provide a quote to a customer?

Accepted Answer

The correct make/model year of the vehicle - any problems with the vehicle - the body type of the vehicle - the exact work they require to be completed - their expectations of the outcome

Question 10

How can a customer save money before you start the work? Please give 3 tips

Accepted Answer

Provide the correct information for any problems they may be experiencing with their vehicle. Clarify what is covered within the booked service to ensure they have specified the correct one Provide the correct make/model of the vehicle when booking

Question 11

Are there any special offers you would like to offer to Oneflare customers?

Accepted Answer

One flare customers will be entitled to a FREE pair of windscreen wipers at each visit - we also provide a FREE car care product at the end of each service.  We can arrange a WAIT time for service if required

Question 12

What makes your pricing competitive?

Accepted Answer

Our pricing is competitive because we absolutely do NOT over service vehicles in addition we ensure the customer is fully aware of what is happening with the vehicle and what the expected cost will be

Question 13

How do you normally charge for your service?

Accepted Answer

We are not the cheapest in the Industry, nor are we the most expensive - Our prices are competitive - however our honesty to the customer is what we consider to be our best advantage within the trade

Question 14

Is there a particular aspect of your trade or industry that you specialise in?

Accepted Answer

4 x 4 service specialists - 4 wheel drive dyno on site! - tappet adjustments - valve clearance or shim adjustments a specialty - industry recognised LPGAS experts

Question 15

What experience, skills, qualifications or training do you have to make you the right person for the job?

Accepted Answer

All mechanics/technicians have been working for Lilydale mechanic Centre for over 10 years with the majority having completed their apprenticeship with the business - We use only fully qualified technicians who understand the trade and pride themselves on a job well done - we are fantastic problem solvers, where other mechanics may not know what's wrong with your vehicle We Do!

Lilydale Mechanical Centre

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