Audi 'Heartbeat' clinic and free fault code diagnostics

[jaygemson]

I've been fortunate to build a relationship with Basingstoke Audi and their service team and they've recently asked for my advice about a concept they're calling 'Audi Heartbeat'.  None of this is set in stone but I think it's an exciting shift in main dealer mentality so I thought I'd share the concepts with you lot to see if you find it as interesting as I do.


Audi Heartbeat Clinics
Their original idea was to hold a clinic every other weekend in which customers can drop-in and have their car plugged in for an electronic diagnostic.  If any work was needed the time is taken to discuss the options and any work can be booked in at a discounted rate.  "Good start", I thought, but there's more.


Audi Heartbeat Check
I strongly object to the diagnostic fee Audi dealers charge and I made this known.  Based on my advice, and a complaint I made about poor service at Reading Audi when I visited for a simple diagnostic, Basingstoke Audi are now looking to introduce the 'Audi Heartbeat Check' - when a warning light comes on you can drop-in and receive a 30 minute diagnostic any time.  This is complementary for existing customers or customers subsequently booking a service/repair.  Much better!


Basingstoke Audi club/forum open day
Finally, on my recommendation they're also considering an annual open day/evening for Audi club members and forums in which they invite people into the workshop with performance models on show, and again offer free diagnostics and advice to anyone who needs it on the day.


In the past I've always taken my cars, whatever the make, to specialist independent workshops after being burnt by poor service and high prices at main dealers.  I'm not trying to undermine these excellent small businesses by posting this, but I have definitely benefited from taking my car to Basingstoke Audi and feel like they deserve a chance to show that not all dealers are alike.  This could be a big step forward to winning back some trust.

To re-iterate, these proposals are still on the drawing board, but we have a great opportunity to influence the future of main dealer service so if you have any further suggestions now's the time.