Price isn’t the problem, it’s value that counts!
Speaking at Automechanika Birmingham during an ALLDATA panel discussion, Tim Benson, Managing Director at Oldfields Garage and founder of Oldfields Automotive Consulting, issued a rallying call to independent garages: get your processes right before taking the job.
“There’s no point booking a vehicle in if the outcome is going to be bad,” Tim told an audience of garage owners and technicians “Sometimes the right answer is saying no, unless you can offer a clear solution.”
Drawing on years of experience running his multi-award-winning family business, Tim warned against the pitfalls of making snap judgments in diagnostic work. Instead, he argued for the importance of structured assessments, technical capability, and data-informed decision making, long before a vehicle enters the workshop.
“This is where data fills the gap,” he said. “It gives you the reference points you need, what tests to do and what information to gather in advance. That understanding helps avoid turning someone else’s problem into your own.”
Tim also emphasised the role of process in customer satisfaction. “If the technician can’t complete the job and the customer walks away unhappy, that’s two points of failure,” he said. “Building value starts right at the beginning, with a transparent and structured process. That’s what justifies your pricing and protects your team.”
He challenged garages to reflect not just on what jobs they can do, but what jobs they should take on. “You need to be honest about your tooling, your skill level, your capacity. And when you do take the job, it needs to be one you know you can complete, effectively and profitably.”
On pricing, Tim dismissed the notion that raising labour rates is a major risk. “People get fixated on the hourly rate, but it’s the value that matters. If you can show what you’re doing and why it’s worth it, then small increases make sense. A £10 per hour rise might only mean £20 extra on a two-hour job but if it supports better equipment, better training and better results, then it’s a win for everyone.”
Ultimately, Tim urged fellow workshop owners to invest, whether that’s in training, tooling, or simply time. “You can’t afford not to. The hidden costs of inefficiency, comebacks and poor communication are far greater than any upfront investment.”
For Tim, the goal is clear: first-time fix, lasting value, and a confident, capable workforce. “The customer might not always leave a review,” he concluded, “but if they come back, if they trust you, that’s the true test of effectiveness.”