AM Online

Night shift service success

Bowker BMW and Mini dealership in Accrington has been running a highly successful night shift in its workshop in order to make servicing more convenient for clients.

In response to customer demand, drivers can book their car in for an evening service while they visit the nearby supermarket, or for over-night maintenance and repairs ready to collect it first thing in the morning on their way to work.

The dealership’s aftersales and marketing manager, Graham Chillingworth, explains: “People lead increasingly busy lives and although modern technology means servicing is now quicker, customers often struggle to spare the time to wait while it is done.”

The night shift, which operates from 6pm to 6am Monday to Thursday inclusive, is staffed by two technicians. Security personnel are also present to welcome customers delivering and collecting their vehicles.

According to Stewart Rose, Bowker’s assistant service manager, the benefits are numerous. “In some cases with cars recovered by the emergency services, if it’s a quick fix we can phone the customer the same night to give them their car back. A lot of internal work from the sales department gets done too, such as fitting accessories,” he says.

“During the day we often have limited ramp space and car parking facilities. Now we’ve gained an additional 24 working hours per day, and productivity is exceptionally good from the shift.”

Rose claims the shift causes no staffing issues, as one of the technicians has been recruited specifically for the night shift, and the second sees it as an opportunity to free his weekends for time with his family. “We’re happy with the results, and plan to continue with it,” he says.

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