Independent garages and mobile mechanics should do more to demonstrate their professionalism and challenge the long-standing perception that vehicle repairers are “out to con” motorists, according to ClickMechanic.
The online marketplace, which connects mobile technicians and independent workshops with motorists seeking professional servicing and repairs, says greater transparency around qualifications, pricing and accountability could help the independent repair sector rebuild consumer confidence.
Despite the majority of workshops and mobile repairers operating reputably, the sector continues to face reputational damage from a minority of rogue traders. Reports of unexpected bills, unclear estimates and unnecessary repairs have helped fuel motorists’ concerns.
ClickMechanic, which has made technician vetting and upfront pricing central to its model, says the reputation of the wider trade does not reflect the professional standards maintained by many independent businesses.
Those looking to benefit from ClickMechanic must hold at least an NVQ Level 2 or City & Guilds qualification, and have more than five years’ verified trade experience. Applicants must also have £1 million in Public Liability insurance and full Motor Trade cover.
“Honest workshop owners and mobile technicians are too often penalised by a perception that the whole trade is out to con motorists,” said Andrew Jervis, co-founder and CEO of ClickMechanic. “That perception has been around for decades, and although unfair there is more that can be done to combat it. The trade needs to come together and demonstrate why motorists should trust the people working on their vehicles.”
“Our vetting process is deliberately rigorous because being part of the network needs to mean something to motorists. For technicians who meet those standards, membership provides another way to demonstrate their professionalism and build confidence with customers.”
ClickMechanic’s automated quoting system is designed to address another common source of customer dissatisfaction: uncertainty over the final cost of a repair. Technical repair times and trade pricing are used to generate estimates before work begins, giving motorists a clearer indication of what they will pay.
According to ClickMechanic, the approach has helped the platform achieve a Net Promoter Score of +88, compared with an average of around +40 across the wider automotive industry.
The company says greater transparency can also have a direct commercial benefit for independent repairers.
Technicians pay no joining or monthly subscription fees, with ClickMechanic taking a commission on completed bookings. Customer payments are pre-authorised with completed earnings paid into technicians’ accounts within three working days.
Instant quotes are generated in real time using trade data and technical repair times, a model ClickMechanic says enables repairers to secure sustainable returns rather than forcing them into a race to the bottom on price.
“If a motorist knows who is carrying out the work, what their qualifications are, what the repair is going to cost and that there is accountability if standards aren’t met, there is much less room for the suspicion that has traditionally surrounded vehicle repairs,” said Andrew. “That benefits everyone. Motorists get greater confidence, while professional repairers get access to customers who are prepared to trust them with their vehicles.”
ClickMechanic says independent workshops and mobile technicians have an opportunity to make professionalism, transparency and accountability more visible as motorists become increasingly demanding about how their vehicles are maintained.
Professional repairers can find out more about joining the ClickMechanic network at https://www.clickmechanic.com/mechanics/home.
