Yokohama Tyres for Mercedes
Yokohama Tyres for Mercedes
Yokohama Tyres for Mercedes
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Yokohama Tyres for Mercedes
Yokohama Tyres in Halifax – Good Customer Service Makes Me Proud
I love going into work at Pellon Tyre & Autocentre in Halifax two or three times a week. Although most of my own work is now done from my home office in Mirfield, about 15 miles away, there is nothing quite like spending time at the garage.
I must admit that I don’t do very much of the practical work these days. My staff take care of that, and a grand job they do too. However, I still get a great deal of pleasure from listening to the customers and seeing how our team deals with the many different enquiries that come through the door.
Every day brings something different. One person wants new tyres, another needs a service, and someone else arrives with a car making a noise that certainly wasn’t there last week!
Then the telephone rings with somebody wanting to book an MOT. It is all part of everyday life at an independent garage, and it takes a good team to keep everything moving.
The other day was no exception. A lady arrived with her Mercedes-Benz GLE 350 de 4MATIC, looking for two particular Yokohama tyres. The way our staff helped her left me feeling very proud indeed.
Listening to what the customer actually wants
The lady wanted two 275/35ZR22 104Y XL Yokohama tyres for her Mercedes.
She had already been to a couple of our competitors and, as she explained to us, they had tried to sell her their own tyre brands. However, she wanted Yokohamas and was hoping to find somebody who could supply them.
Now, I have no problem with a garage offering alternatives. Sometimes the tyre a customer requests is unavailable, and sometimes people appreciate having a choice of prices and brands.
But the first thing we should do is listen.
If a customer has asked for a particular tyre, surely it makes sense to check whether we can get it before trying to persuade them to buy something else.
Our staff did just that. They listened to the lady’s request, located the Yokohama tyres she wanted and arranged for them to come in.
The tyres arrived that same afternoon. The lady returned to have them fitted and was absolutely over the moon with the service.
A straightforward enough job, you might think. But to that customer, it was the difference between another frustrating enquiry and getting exactly what she had been looking for.
Why I still enjoy being at the garage
Working from my home office in Mirfield allows me to get on with the writing, website work and other jobs involved in running the business. There is always something that needs my attention.
However, being at Pellon gives me something that a computer screen never can.
I hear the conversations. I see customers being welcomed. I listen to the staff explaining a problem or helping somebody work out what to do next.
Sometimes the customer knows a great deal about their car. Other times, they are worried because a warning light has appeared and they have no idea what it means.
Both deserve the same courtesy.
Nobody should feel uncomfortable asking a question about their own car. After all, most motorists are not mechanics. They simply want their vehicle to work properly and somebody they can trust to look after it.
When I hear my staff handling these conversations patiently and sensibly, it reminds me why I still enjoy coming into work
A bit of secret shopping over the years
In the past, I have visited other tyre businesses to see how they deal with customer enquiries. A bit of secret shopping, if you like.
Some have been quite good. Unfortunately, I have often come away disappointed with the level of service, and a few experiences have been very poor.
I am not interested in naming businesses or having a go at people. However, these visits have made me think carefully about how customers should be treated at our own garage.
You can tell a great deal from the first few minutes.
Does somebody acknowledge you? Do they listen to what you are asking? Do they explain your options clearly? Or do you feel as though you are getting in the way?
Good customer care does not have to be complicated. A friendly welcome, a little patience and a willingness to help can make all the difference.
This lady’s tyre enquiry was a good example. She knew what she wanted. Our team took the time to find it.
Looking after motorists in Halifax and Calderdale
Here in our beloved Yorkshire, people appreciate straight talking and a job done properly.
That is certainly the approach I have always wanted at Pellon. Whether somebody comes from Halifax, Sowerby Bridge, Elland, Brighouse or further up the Calder Valley, they should receive a friendly welcome and honest advice.
Our local roads give motorists plenty to contend with. We have steep hills, tight bends and narrow roads, along with busy routes through the towns. On a wet morning, even a familiar journey can feel very different.
Tyres are an important part of looking after any car, whether it is a small hatchback or a large Mercedes with 22-inch wheels.
The correct size and specification matter, and customers should be able to discuss their requirements without being baffled by technical language.
For anyone interested in the brand, there is more information on our Yokohama tyres in Halifax page.
Every customer enquiry is different.
One thing I never tire of is the variety of work at the garage.
A customer might call in about tyres while another asks about brake repairs in Halifax. The next telephone call could be about an MOT test, followed by somebody wondering whether we can look after their hybrid car.
We can help with hybrid car servicing, and we also receive plenty of enquiries about air conditioning and exhaust problems.
That variety keeps everyone on their toes.
It also means our staff need more than practical workshop skills. They need to communicate clearly, organise the work and understand that customers have their own worries and commitments.
A car problem can disrupt somebody’s whole day. Getting a helpful answer can take a considerable weight off their mind.
Proud of the people behind Pellon
Since starting the business in 1989, I have seen many changes in the motor trade. Cars have changed enormously, and the range of tyres available today is far greater than it once was.
However, one thing has stayed the same: customers remember how you treat them.
Our principle remains simple: we never do a job unless it needs doing.
I want people to feel confident that they can come to us for sensible advice, whether they need work carrying out or simply want a question answered.
The lady with the Mercedes left delighted because our staff had listened, found her Yokohama tyres and arranged fitting that same afternoon.
That made me proud to be Managing Director of Pellon Tyre & Autocentre. More than anything, it made me proud of the team.
So, thank you to our customer for choosing us, and thank you to our staff for another job well done.
If you are looking for a particular tyre brand, give us a ring on 01422 351314 or 01422 362030. We will check availability and do our best to help. You can also browse and order tyres online.
You can read what other motorists think on our customer reviews page.
You’re always welcome at Pellon on Pellon Lane. A friendly word and a bit of proper Yorkshire customer care still go a long way.