Ali-SLS

[SAJ]

Seems like MMC is going to be the most convenient place for me to get any work done, it happens to be just 5 mins from the office.

I've got to get brakes discs, pads and brake lines fitted as well as a service done in the next month or so, any idea what this might cost me to get done?

P.s sorry for the slight thread jacking.

[j2 lot]

Saj, best bet would be to phone MMC and ask Craig to give you a price.

[mwmackenzie]

So........ If Ali had nice new premises, invoices ready on collection and reciept of payment, work booked in and out same day someone taking all bookings and organising his work load etc, all cars washed prior to being collected you'd all use him as he is a time served Lotus Cheif mechanic at half the price of a main dealer???

[ryallm]

This all amazes me. Decent premises, efficient booking in, answering phone and email enquiries promptly and professionally, organised invoicing etc should all be the bare minimum you expect of ANY independent garage, let alone one seeking to operate in a highly specialised market where a) the cars are often quite valuable; b) word spreads like wildfire if the service in not up to scratch. This really should be blindingly obvious to anyone running such a business. If it isn't them something is badly wrong.

Mark

[pete]

So........ If Ali had nice new premises, invoices ready on collection and reciept of payment, work booked in and out same day someone taking all bookings and organising his work load etc, all cars washed prior to being collected you'd all use him as he is a time served Lotus Cheif mechanic at half the price of a main dealer???

I think there are a few whose experiences are slightly worse than missed paperwork.

[KevD]

If he'd given me paperwork for the A service I would have used him to replace the cambelt and fix gear bushes, and would be about to pay him for fitting discs, pads and a wheel bearing plus fitting s2 suspension and a B service in april. Not a huge amount of work but multiply that by the number of people who have went elsewhere and it adds up.

So........ If Ali had nice new premises, invoices ready on collection and reciept of payment, work booked in and out same day someone taking all bookings and organising his work load etc, all cars washed prior to being collected you'd all use him as he is a time served Lotus Cheif mechanic at half the price of a main dealer???

[meatball]

To start off with...Ali is a really nice guy and I want(ed) him to do well, however,
-his ability to answer the phone/txts,
-keep ing to timescales
-issue of paperwork were all shockingly bad in my experience.
-I also found his workmanship to be dubious too.

That was my experience and that is why I stopped using him.....

[mac]

I've used Ali once since he went solo but he's helped me out on a number of occasions with advice prior to this.

As many have mentioned he's a really nice bloke and lives/breathes Lotus.

Unfortunately, in my opinion, this is his greatest downfall as he should turn away work when he's to busy or re-schedule it, but he doesn't want to fail anyone and leave them without their car - so he takes on too much, works crazy hours and things get muddeled.

There are folk who are good businessmen, there are folk who are good engineers, there are some that are both and there are others who aren't.

I think, perhaps, he just needs a bit of mentoring?


2p

Mac

[mac]

I've used Ali once since he went solo but he's helped me out on a number of occasions with advice prior to this.

As many have mentioned he's a really nice bloke and lives/breathes Lotus.

Unfortunately, in my opinion, this is his greatest downfall as he should turn away work when he's to busy or re-schedule it, but he doesn't want to fail anyone and leave them without their car - so he takes on too much, works crazy hours and things get muddeled.

There are folk who are good businessmen, there are folk who are good engineers, there are some that are both and there are others who aren't.

I think, perhaps, he just needs a bit of mentoring?


2p

Mac

[rossybee]

This all amazes me. Decent premises, efficient booking in, answering phone and email enquiries promptly and professionally, organised invoicing etc should all be the bare minimum you expect of ANY independent garage, let alone one seeking to operate in a highly specialised market where a) the cars are often quite valuable; b) word spreads like wildfire if the service in not up to scratch. This really should be blindingly obvious to anyone running such a business. If it isn't them something is badly wrong.

Mark

I fully concur.

If/when I get an elise, I would never consider SLS for any work whatsoever - it amazes me that some of you seem to defend this kind of unprofessional behaviour.

I wouldn't necessarily expect premises to be as blingy as a main dealer, but basics like papaerwork and ANSWERING THE PHONE FFS are totally unacceptable.

[mwmackenzie]

My point here is being completely missed? My question to you was if Ali only had to fix the cars and had somebody in to sort out the rest of the customer care experience would you go back, MMC at a point had issues but once resolved a lot of naysayers have returned to them. So my question is basically if Ali could offer main dealer level or greater customer service by having somebody in to do that side of things would you use him?

That would mean phones and e-mails answered promptly
A land line contact number
Booking in easier and cars returned the same day where possible
Quicker turn around times
Invoices waiting in cars on collection
Customers updated on progress of works
Cars cleaned ready for collection
No bumpy access road..... Etc


Anything else you think he could improve on?

Just a wee bit of research on his behalf so I can show him something constructive to give him a shove.....

[roadboy]

The problem with all that Mark is that it all costs money, increasing his overheads immensely!

How far away from main dealer prices would he be if he has another member of staff and nicer premises etc?

I keep my overheads as low as possible and expect my customers to accept some compromises in return for the experience and knowledge I can offer, along with a much better price than the dealers.

I personally think it would be a mistake to make Ali think things would be better with admin staff and better premises. I learnt a long time ago that it's better to turn work away (or postpone if they're prepared to wait) than overload yourself and rush jobs.

I hope nobody minds me posting my opinion on this. I don't actually think Ali and I are in competition anyway as the people who are prepared to travel this far do and those who aren't, won't.

/2p

Dan

[scottishselise]

My point here is being completely missed? My question to you was if Ali only had to fix the cars and had somebody in to sort out the rest of the customer care experience would you go back, MMC at a point had issues but once resolved a lot of naysayers have returned to them. So my question is basically if Ali could offer main dealer level or greater customer service by having somebody in to do that side of things would you use him?

That would mean phones and e-mails answered promptly
A land line contact number
Booking in easier and cars returned the same day where possible
Quicker turn around times
Invoices waiting in cars on collection
Customers updated on progress of works
Cars cleaned ready for collection
No bumpy access road..... Etc


Anything else you think he could improve on?

Just a wee bit of research on his behalfso I can show him something constructive and and give him a shove.....

Most would, through little choice and lack of wanting to pay main dealer prices (not seeing it as a requirement). I don't think all would return as from the comments here, he has went to far with some people. (ignoring the phone/not returning calls/text/voicemails). Don't think there is any excuse for this?

As it has been said before, it is a smallish community of specialists cars which are expensive and are many owners P+J, makes the poor customer service somewhat worse.

Best of luck to him.

[renmure]

Anything else you think he could improve on?

IMHO it is all just communication issues. Most folk can put up with all the rest if they know where they stand.

The paperwork side for servicing is important since many folk are paying for the provenance of the "specialist" stamp / receipt as much as they are for the actual work being done.

So there it is. Answering the phone or just reply to a message/missed call and do the paperwork to go with the work done.
Doesn't really need any particular business skills or additional staff.

The (sad) thing is that it is likely his business will naturally dwindle since servicing Lotus in Scotland is a wee pond and it becomes hard to recommend someone with the proviso that they aren't good at this or that or the next thing.

Ali does great for me, in that for the past 4/5 years he has come out to the house "sometime in the next few weeks" and does whatever needs doing, stamps my service book, goes away again then at some point later sends out the paperwork ... but you can hardly build a lasting business model around doing work that way all the time for everyone.

[mwmackenzie]

Thanks Dan, this is the type of input I was hoping for as opposed to opening an Ali bashing can of worms again... He needs to do something to win back hearts and minds hahaha so I thought I'd try and get some positive input from the guys in the know.

Thanks
Mark