Billingborough Cars and Commercials
Aftermarket heads to Lincolnshire to find out more about Top Garage 2022 winners Billingborough Cars and Commercials
Published: 08 June, 2023
Nestled in the heart of the village of Billingborough in Lincolnshire, you will find Billingborough Cars and Commercials. “We're an old school garage with a modern twist,” explained Russ Houlden, Owner-Manager and grandson of the founder.
He continued: “Our workshops are dirty; Our techs still wear overalls and we're still willing to do engine rebuilds. We're prepared to do the big dirty jobs that other people don't want to do. We're happy to do the bigger jobs, but we are also capable of doing the smaller jobs. We do pretty much everything with wheels. We've got a customer with a mobility scooter. We also do lorries, six wheelers. We do American cars. We've been known to do restorations. There's nothing we don't touch, basically.”
As well as serving Billingborough itself, the customer base extends to a number of nearby villages. With five techs, the garage has three car ramps, one MOT bay and two lorry pits. “The workshop is, generally speaking, always busy,” explained Russ. “The majority of our customers are local people. Fortunately for us, Billingborough is bang in the middle of quite a lot of villages. We also have customers coming from quite a wide area to us, mainly based on our reputation.”
Unsurprisingly for a garage serving a rural area, the business began leaning on the agricultural side, opening in 1968 as Billingborough Tractors and Commercials. “My maternal grandfather, Gordon, started it with his business partner, eventually buying him out. The garage was based on the high street in Billingborough at the time. My grandfather then managed to find some land next to the school, and it grew bigger from there. We amalgamated the truck and car side on the site we're on now, and a lot of houses have been built around us since we have been here.”
They seemed to keep recruitment close to home: “My dad joined as a technician. He had been working as a roofer, but he had a fall and injured his back. He could already do the mechanics, so my grandad said ‘come to work in the garage until you are better’, and he never left. Then my mother joined to do the financial side, and she never left. I came in about eight years ago. They said, ‘Russ, do you want to answer the phone during the holidays?’ I haven’t left either. There's a recurring theme of asking family members to help and then them just not leaving.”
Sensible
Since discovering escape is impossible, Russ has found himself leading the team, and has been looking to push the garage in the right direction where it is needed: “I inherited this place along with its older garage attitude of ‘it works so we won't change it’. Training has been a fairly new experience for some of the techs that we've got here, but, it's something I'm very keen on. While there are only two EVs in the village that we know about, and we don’t see them yet, we've already got people EV trained and ready to go. Everyone is trained on the diagnostic equipment, and we can do most cars, but we're sensible with the stuff we do take on. For example, we know not to take on a Peugeot with the 1.6 engine because it's going to be a right pain. We're aware of the stuff that we shouldn't be touching. It's come from years of experience. We’re honest with our customers enough to say ‘we can fix your key - it will take us 10 hours, but you can go to a key man who can do it in 10 minutes’. It's a trust thing.”
Top Garage
The garage was a winner in Top Garage 2022 in the 4-6 staff members category. Commenting on his experiences in the competition, Russ observed: “I'll be honest with you, I never expected to get as far as we did. I entered it with the thought of, wherever I stumble, that will be where I need to improve. So, I was going into it expecting not to win, I was expecting just to enter it, find where we're going wrong and then move forward. And we obviously kept getting through and I was thinking, I don't know what's going on, I don't know what's happening with just a little garage from Billingborough in Lincolnshire, in the county that no one really thinks about. And I looked at other garages that were in it and I thought we've got no chance. We showed up to the final, and I did the interview with the judges, and I remember walking out to my sister who drove me, and I was like, we've not won it. The first interview question they gave me was, ‘what would it mean to you if you won Top Garage?’ I said, ‘it wouldn't mean anything’. They were surprised by this. Then I explained that getting to the final is already justification enough that we're doing the right things. It's already proved to our customers that we're one of the best in the country. I can already say to the blokes, everything that we're doing is sending us in the right direction. If we win it, it's just the cherry on the top of the cake. I was very shocked when we were named. My sister screamed like a banshee, like I've never heard before. Genuinely, neither of us expected it. The ironic thing for us, for both me and my sister, was that the day of the final and the Awards Evening was the anniversary of our dad passing away, like everything coming full circle.”
He continued: “We are entering it again this year. Since winning, we've hired an apprentice, which will put us into the 7-9 category for 2023’s Top Garage contest. There have been a number of other changes too, including new tyre machines, new pit jacks, more analysis, better KPIs, new CCTV, a clearer plan, an organisational chart, more defined job roles, cashflow improvements, various training days, a new website, increased social media activity, cultural development, and that’s just the start. We encourage all the techs to enter Top technician, and get our Service Advisor into Service Advisor of the year. Then hopefully we can get a clean sweep. We're hoping to make it a double or even a triple, but you never know, do you?”
Processes and systems
On what comes next for the garage, Russ added: “We've already started doing a few different things here. It's only been fairly recently that we've gone to online job cards and paperless diaries. The tidying up of the yard and the workshop and everything is another big one for us, making more space.
“We tend to focus in on one thing and then push that. We've done equipment, culture, organisation. We are currently on processes and systems. There will be more training, hopefully a new roof with the possibility of solar panels, further cashflow developments, workflow analysis and KPI improvements. For our customers, we are looking to ease the experience using video technology and email reports. For the front-of-house we are hoping for payment from an email link, with training for FOH too. Basically, we are developing the business side for this first quarter. Then we'll go from there.”
- Blood, sweat, but no tears
Manufacturing parts is one thing, but managing to make sure they work in the real-world conditions of a garage, when technicians need to deal with the vagaries of how the VMs actually put their cars together with little thought of them being taken apart for repairs years later? That’s something else.
With this in mind, Schaeffler routinely looks to work with garages, in order to get its kit into the hands of techs, and give them the chance to fit their parts onto cars in the real world, to see how easy it is, or otherwise. Aftermarket teamed up with Schaeffler’s FAG product specialists recently on just such an exercise. The venue was Oldfields Garage Services in Leominster, a business led by Tim Benson. The family business has been serving the area for the last three decades, and on its current site since 2010. According to Tim, they work closely with Schaeffler: “We're only about 15 miles away from them. We probably see somebody from Schaeffler on the technical side every couple of months. We keep in regular contact to see if there's anything that we're doing in the workshop that can help them with the process. It's a mutually beneficial way of doing things, as we can give them a ‘first-hand at-the-coalface’ experience and knowledge from our point of view. Conversely, we get to learn about new technologies and best practice in the way of doing things.”
Pitfalls
Schaeffler’s FAG brand, known for its OE wheel bearing range, entered the steering and suspension market around 18 months ago, and the company is keen for garages to see its kit up close, and to find out how they work with it. Along with the necessary parts for the cars chosen for the day, a 2013 Volkswagen Polo and a 2014 Citroen Berlingo van, FAG Product Manager Mike Tomkins was on hand, along with other team members.
Two techs from Oldfields, Sam and Chris were to perform the business end of the fittings, with the former handling the Polo and the latter taking on the van. When it came to the VW, this was going to be the first time the control arm had been replaced, so it took some effort, some elbow grease, and a heat inductor to begin to remove the parts. It was during this time that Sam encountered a small hinderance.
Mike Tomkins commented: “We're a little way into the job now and suddenly we find this problem here. On the offside of the front suspension arm, when you go to remove the bolt, the bolt falls on the vehicle sump on the nearside. You can’t just pull the bolt, undo thebolt and pull it straight out. We tried to slacken off the subframe to see if the bolt will pass, and unfortunately it won’t. So, we're now having to unbolt and release the engine mounting and then jack the engine up a little bit further so the sump will not foul the bolt. When you come to replace the offside arm, you need to be aware that you have to take these extra steps.”
The only way you're going to find this out is if you go into a workshop and try and take one off and put the new one on. “Exactly,” replied Mike, “that's one of the reasons I'm here today. I can sit at my desk and think I know all the pitfalls, but coming out to a proper working garage and seeing the parts being fitted and the problems that can occur is a great help to me. We learn from them as much as they learn from us. I'm always willing to come out to garages and see the steps the mechanics are taking to be able to replace these parts safely and professionally.”
Ultimately, the Polo ended up on the ramp as far up as it will go, with Sam having to go right into the depths of his box of tricks to get the part loose. “I bet you didn’t think I had a ladder in my toolbox did you?” he laughed. The realisation of the impediment led to Chris coming away from his mainly straightforward Citroën job to help Sam get the job back on track, where he ended up with a big scratch on his nose. “Thanks for that” he said with good humour, after he had helped Sam get the subframe loose. Once that particular hurdle was overcome, Sam was able to continue with the job and fit the new part with relatively little fuss. One area where Sam was particularly pleased with the FAG offering was the fact that all the necessary fittings come with the part.
When the parts arrive, they come in a box, with a scannable QR code on the side which identifies the part, provides fitting instructions, including torque settings where necessary. Crucially, they also come with all the necessary components including any replacement bolts required. Mike observed: “It's very important, because if the vehicle is stuck on the ramp, waiting for parts affects workshop efficiency, as the technician cannot carry on with the job. If you have all the parts you need, you also have the confidence to know that, for example if a bolt is seized or damaged, you can cut it off. It gives the technician and the garage peace of mind.”
As our readers will know, finding those bolts, if they don’t come with the part, can be complicated. “It certainly can be,” replied Mike, “and it wastes time. The vehicle is stuck on that ramp and efficiency goes down. It is absolutely key to have all the right parts. If your labour rate is £50 an hour and you have vehicles stuck on the ramp for an hour every day because of missing parts, then that's £250 a week. It's just not worth it for the sake of a few bolts.” As we mentioned, Schaeffler’s FAG steering and suspension offering is a recent addition. We wondered how it was going down with garages and technicians. Mike observed:
“Our product here at Schaeffler is absolutely top notch and a very high standard. That sets us apart. Within the last twelve months we've really started to get more interest from garages around the steering and suspension range. They've all liked the extra components that we put in the box.”
Removal
Meanwhile, across with the Berlingo, Chris was having a relatively simpler time, although another bolt in an awkward location during the removal of the old control arm did cause a small delay. Ultimately, this was a straightforward job however.
Summing up, Tim observed: “When we're looking for suppliers, we're always looking for high quality products. One of the nice things with these suspension components, is that they come with everything in the box, which makes it a lot easier from a technician's point of view. No more worrying about whether the nut comes off or the bolt shears or whatever. Having those bits readily in the box is a big bonus.”
With Tim and the team clearly impressed by the FAG steering and suspension range, Schaeffler is keen to get the kit into “as many garages as possible.” Mike Hansford, Territory Manager at Schaeffler commented: “All of the feedback we've had from garages is very positive. They like the product and they want to use the product.”
Tim agreed: “We need it more readily available to get access to it. We're lucky, obviously, because we're very close to FAG here, but even so, it's getting that when it's on the ramp. We don't want any downtime. The finishing and the attention to detail is one of the things that sets FAG apart from some of the other suppliers. The types of boots that are used, the way that things are all put together, it all makes it easier. Obviously, price point is a factor, but our customers are more interested in what we believe is the correct part for the job.”
- Is your garage too full?
Organising your workspace more effectively might be the key to productivity and profitability
- New Event Director for Automechanika Birmingham
Messe Frankfurt UK, organisers of Automechanika Birmingham and UK Garage & Bodyshop Event, have appointed Joanne Knowles as Event Director.
- JLM Lubricants UK joins Top Technician / Top Garage as Full Event Partner for 2024
JLM Lubricants UK have expanded their ongoing industry support by becoming the latest company to sign up as a Full Event Partner for Top Technician and Top Garage 2024.
- JLM Lubricants UK joins Top Technician / Top Garage as Full Event Partner for 2024
JLM Lubricants UK have expanded their ongoing industry support by becoming the latest company to sign up as a Full Event Partner for Top Technician and Top Garage 2024.
