I was hoping that the Kia dealership I took a Picanto to for its first service yesterday (not my choice, don’t blame me) would drop a ball somewhere, but it didn’t.

In fact I think it was pretty much a model for how a garage needs to take care of its customers.

Everything was clean and tidy, there were lots of comfortable seats and access to computers, current magazines (not two-year-old jobs), coffee, tea, water, biscuits, toys (for kids, not me), a television, fresh flowers and wifi access.

The toilet was spotless, the staff were friendly and the work took half an hour less than suggested and cost £10 less than promised. It’s easy to under-promise and over-deliver in this way, but it still leaves customers with a tiny little extra spring in their step. My car was also valeted.

I watched a procession of satisfied customers come in and out during my hour-and-a-bit wait, so it seems Lovekyn Kia in Ewell is doing well out of all of this attention to detail and making tidy money on servicing and repairs.

Lots of you out there have facilities like these – I know because I’ve been there – but I also know there are more who could quite easily up their game considerably by adding in a few missing pieces.

It’s not reinventing the wheel, it’s just making the customer feel comfortable and valued.

I’m off to visit a franchised dealer to test out the customer service and workmanship on offer.

It’s been quite a while since I last swung open the door on a franchise, more than a year in fact, so I’m looking forward to seeing what it’s like.

It would obviously be very useful for independent garages to do the same and find out what the competition is up to in their area. Considering the poor service I’ve had at franchises in the past it could brighten your day.

Then again, the franchise might be very good and keep to its 1.5 hour service wait promise and rough quote of £140 for the work. We’ll see – spy’s report will be filled tomorrow, so watch this space.

In this month’s edition of CAT we’re launching the CAT Council – a panel of industry experts who will answer some of the biggest questions facing the aftermarket. A selection of answers from the panel will appear in CAT every month, but their full comments will be featured here on the CAT website – stay tuned for more.

I’ve been out and about in Coventry, Hungerford/Bristol and Warwick so far this week.

On Tuesday I went on the road with Saxon Brands area sales manager Nathan Flower to get a feel for his day and visit a couple of retailers in Bristol on his rounds.

Nathan’s a great guy, and he has to deal with a fair bit of banter between him and the guys at the retailers we paid visits to. He can give as good as he gets.

The retailers we dropped in on were very friendly, and hardly backward in coming forward with their opinions with Nathan, but they all looked horrified of the idea of me taking their picture and appearing in CAT magazine or online here.

I’m not quite sure why, although it chimes with previous experience over the nine months I’ve been hanging around the aftermarket. Of any sector, I am finding it hardest to get feedback, opinion and advice from retailers.

It’s a shame, because it’s not for want of trying and of any sector retail is one, perhaps, where it might pay to stick together a little bit more.

There are still a couple of spaces on the CAT Council for some retailers, so don’t be shy. Get in touch and get it all off your chest.

In 1991 four friends and aftermarket workers got together for a trip to watch the iconic Daytona 500 race in Florida. Jerry Bart, Paul Bingham, Robert Stevens and Russ Kinder completed the once-in-a-lifetime journey with fond memories and life ambitions achieved.1

Then, in 2012, they did it all again.

Paul Bingham remembers the day he was invited to attend the 1991 race: “One dull Tuesday in February I received a call from Jerry, he said he had a last chance place on a trip to Daytona and was I interested, “you bet” I said, he said “pack your bags and be at Gatwick tomorrow morning.”

The four made it to America with time to spare, so being industrious businessmen the group made sure to visit several big American distributors before heading to the track. Once there, it became all about the race: “We had a great time,” says Bingham.

“It became clear that the Americans loved not only their cars but the freedom and independence a car brought them in this extremely large country,” says Stevens

“As for the cars themselves, both on the track and those used use on the public highway were big, brash and noisy, with drivers more interested in HP rather than MPG.”

So how did the 2012 return trip come about? Jerry Bart said: “Having realised that the big 60 was looming and yet again reminiscing about the good old days early in 2011. I had this brain wave of going again to the Daytona 500 with the same three customers 21 years on to celebrate my birthday. We have all been in touch over the years and the only problem I had was getting hold of Russ when he wasn’t in a Turtlewax meeting. Anyway they all said yes and the plan to go to the Daytona 500 2012 was hatched.”

“My return visit to Daytona 500 was a fantastic experience that I would thoroughly recommend to everyone who enjoys motor racing,” says Stevens.

The American people will make you very welcome and despite petrol now costing £2 per gallon, are still driving around in V8 powered cars!”

Bingham says the return trip took some organising: “I was surprised when Jerry mentioned a reunion at Daytona and to be honest never thought it would happen.

“The race was amazing, canceled due to rain, reinstated, then canceled again and then run as a night race for the first time in 54 years.  With 43 cars collectively producing over 34,000 BHP in 2 lines 12” from the wall and a foot apart doing over 200mph and all only a few feet from the trackside fence where you can stand, you can’t even start to imagine the exhilaration, the drivers must have nerves of steel.”

All four say they enjoyed the trip immensely – and who knows? Perhaps they’ll do it all again soon.

From left: Robert Stevens (Eurax) Russ Kinder (Turtlewax) Jerry Bart(BEN Telecom Alliance) and Paul Bingham (First Brands)

I am, officially, the first person to receive training at the enormous new Bosch training centre in Uxbridge.

When I say the centre is new, it’s so new that most of it still only exists on some architects drawings. The building’s there, sure enough, but the four workshops, four classrooms, diesel repair centre (with clean room), stores, offices, lunch area and servery aren’t. Yet.

And when I say training, I actually mean a 20-minute demo of the new KTS software which is available from April. Between you and me, I wouldn’t let me diagnose your car for you just yet, if I was you.

The new system looks 10 times better and easier to use than the current set-up, and it won’t cost a penny more. A new interface makes it far easier to select cars and menu options, and it’s far more integrated so you don’t have to go chasing around to link codes up to diagrams and information. Very slick.

The new training centre is absolutely vast. It is costing millions to kit out and will quadruple the amount of training which Bosch is currently able to offer at its over-subscribed site in Denham a few miles up the road.

Looking at the empty shell, it really doesn’t seem plausible that it will be open for business this June. This isn’t a loft extension, however, it’s a state-of-the-art training centre for cutting-edge automotive work and with Bosch paying the bills it’s going to be ready and it’s going to be very, very impressive.

I know it says this post was written by Darren, but it wasn’t, honest. He helped with the pictures. Thanks Darren!

You might think that the glory of winning a CAT Award stops at the trophy – but you’d be wrong.

On Friday morning I went to see CAT Magazine’s hat-trick Garage of the Year winners ABP Motorsport in Crewe, and I can see why this business is consistently named among the top garages in the UK.

You can read more about my visit to ABP in the March issue of CAT, but for now I wanted to share this snippet passed on by ABP Owner Chris Meredith. As well as all the local media attention his business has enjoyed after winning its third CAT Award, the acheivement has also been recognised in the corridors of power.

Imagine Chris’ surprise when this letter arrived from the houses of Parliament:

Not bad at all.

If you ever thought winning a CAT Award was all about the trophy, then think again.

I’ve seen before how proactive some businesses can be in getting the word out when they have real success. The flurry of press releases from this year’s crop of CAT Award winners is testament to that – and here’s the proof that they get around, too.

ABP Motorsport, our Garage of the Year winner in 2010, 2011 and now 2012 as well has the front page of the Crewe Chronicle business section all to itself:

Any business owner will know what sort of benefits that sort of exposure can bring. It doesn’t stop there either, the Crewe Chronicle also wrote a lengthy piece about the business online, here.

A number of other winners from this year’s awards have been garnering media attention too. While the award may look great in the display cabinet, the prestige that comes from winning a CAT Award extends beyond the trophy and into real business benefits.

You may have already seen the news today that seven ultra-low carbon vans have been given discounts as part of a government scheme to get more businesses using EV vehicles.

Models from Ford, Mercedes-Benz and Renault all feature on the list of discounted vehicles, which are available with up to 20 percent (up to £8000) taken off the list price. Those companies able to claim back VAT stand to make further savings, too.

The SMMT in particular has hailed the announcement as helping to bring the UK in line with other European countries in advancing the case for electric vehicles. I can see why they might be a large benefit to some industries, but would EV vans be welcome in the aftermarket. Would they be practical for, say, a motor factor?

I can’t imagine factor fleets being swayed easily by the promise of lower emissions, and the relative shortage of EV components in circulation should something go wrong. Factors, would you consider such a move?

As you’ll see in CAT this month and from looking at the website, we’re launching an opinion panel for the aftermarket.

The hope is that the fifty-strong panel will bring the aftermarket to some conclusions on some of the biggest issues facing the industry.

We’ve already got some big names on board from all levels of the industry. Parts suppliers, manufacturers, buying groups, factors, retailers, workshop owners and technicians – you’re all welcome.

If you’d like to be part of the CAT opinion panel simply drop us a line by emailing the Editor, Peter Lawton, at peter.lawton@haymarket.com or by phoning 020 8267 5906.