HallCraft’s reputation for excellence is spreading – so much so that other garage owners are keen to learn from our experience.
So last week, we opened the doors to Nikki Cowan, the founder of North West London based Cartopia.
Nikki initially entered the motoring industry by selling cars before deciding in 2020 that he wanted to assist motorists with all of their needs and created Cartopia, an independent garage in Mill Hill.
He has gone from strength to strength and was recently crowned Community Member of the Year at the recent annual The Blend Events.
The Blend is Garage Hive’s Annual Conference & Networking Event and HallCraft were there – more on that later this week.
Leading Independent Garage
Nikki followed up his success with his own ‘Week of Automotive Excellence’ and visited five garages over five days to try and learn from leading independent garages.
On Friday he spent the day with us, learning how HallCraft became the leading independent garage to serve Cradley Heath, Dudley, Stourbridge and Halesowen,
He wrote a blog about his visit and we thought you might be interested to learn about us from a neutral observer.
Here is Nikki’s blog:
Ideas and Knowledge
A Week of Automotive Excellence – DAY FIVE
“The boss’s brain is about to burst. It’s now so full of great ideas and new found knowledge about how to run a successful garage, Nikki could probably give ChatGPT a run for its money.
“Every day the boss has gone with an open mind to some of the best independent garages in the UK, to spend time with the owners and their teams; to pick brains, harvest ideas and gather insights.
“Nikki couldn’t have asked for a better way to round off this amazing week than a visit to a business very much like his own.
“Very much like, but not the same, because, and he’s not afraid to say this, HallCraft is doing everything we do at Cartopia but better.
Excellence
“Nikki set out on this journey, on a mission to plug some holes in his business but this week has shown him that our beloved Cartopia is the garage equivalent of a tea bag! PG Tips Mike Rowson – not Yorkshire!
“Today Nikki only had to walk through the front door of HallCraft, or indeed park in the customer parking bay out front, to see how far we still have to come.
“He’s walked into hotel reception areas that aren’t as nice as the bright, clean, welcoming space the owner James Hopcraft has created to greet his guests. Sorry, we mean customers.
Diagnostic Excellence
“But excellence here is way beyond skin deep. The four, count them, FOUR enormous displays that adorn the walls of the ground floor customer zone, promote the levels of expertise of the business.
“They flick between slides informing of expert repairs, better-than-dealer-level diagnostics, servicing that includes updating service history with the manufacturer, and so much more besides. If you’ve come to this garage unsure if they’re going to look after your car, you’re going home brimming with confidence that they most certainly will.
“Nikki’s going to Argos and B&Q tomorrow!
“The screens, the decor, the helpful and smartly presented team behind the counter, these details are just the tip of the iceberg.
“Sitting with James in his office upstairs, away from the hustle and bustle of the 7 ramps doing timing chain replacements, timing belt repairs, servicing, fleet work and whatever else Izzy and Dave could throw at the techs and service advisors today; James and Nikki chat.
Garage Owner
“But this is no ordinary chat because James is no ordinary garage owner! This is a guy who when the bank doubted his ability to manage his business during the last major recession, he went and got a Masters in Business Management from Durham University. Seriously, there’s proving a point, and then there’s proving a point!
“James didn’t need a gown and funny hat to impress Nikki though. He did that with the litany of spreadsheets he’d created himself, that tracked the performance of every detail of his business.
“With a single click of his mouse he knows exactly how the business is doing today, yesterday, last month. How did last month compare to the same time last year? James knows. The year before? Yup. Why did they make less money on that day than that other day? James knows! Which tech is making the most money for the business? Which tech is making the least? How can they change that? To say James has his finger on the pulse is an insult. He’s got his whole bloody hand on it!
“A tour of his workshop reveals even more details. The dealer tools. You name it, he’s got it. BMW? Check! Jaguar, Land Rover? Check! AUDI, Seat, Skoda, VW? Check! And so it goes on and on. Nikki took picture after picture after picture of the tools we need and the equipment he wants.
“They say the devil is in the detail but at HallCraft, it’s God! God is in the detail!!
Accident Repair Centre
“Now we said before that this garage business was doing everything we do at Cartopia and we weren’t kidding, because over the road from the HallCraft Service Centre is the HallCraft Accident Repair Centre.
“For decades James has been repairing cars inside and out and his bodyshop is a thing of beauty. If you like bodyshops that is. And Nikki does. Two ovens, one just for panels and the other for vehicles. A two post lift in the prep / repair area and a fully equipped paint mixing room. And it’s being run seamlessly by the amazing Tracey with a quality control checklist that’s once again all about the details.
Outstanding Team
“At the end of a fantastic week and another amazing day, Nikki left James and his outstanding team. Not before a quick visit to the customer loo, which incidentally has a baby changing table in it (details) and then the boss got back into his car with his banana from HallCraft’s customer fridge in the waiting area (details), and a new found sense of purpose.
“We all cannot wait for Monday!
“If you live in or around Cradley Heath and you want your car or van to get the best service from a team that care about every single detail of car care and customer care, you need to go to HallCraft!”
Independent Garage
The HallCraft team were delighted to welcome Nikki and, it’s nice to receive feedback from a fellow independent garage that suggests we are getting it right but, as you know, we refused to rest on our laurels.
HallCraft have been servicing, repairing and maintaining vehicles from our Cradley Heath one-stop motoring shop for 30-years and we are determined to constantly learn and improve and provide an even better service going forward.
If your vehicle needs attention, a service, accident repair or MOT talk to the team via this link today.
